Mather's Improvement Service

Review: We ordered 2 windows from Mather's in October. They said they would be done by Christmas. We heard nothing until late January they called out of the blue because we thought they forgot about us, and said the windows were done. It was supposed to be a one day process which was late January. The day they came they couldn't finish the job because they didn't have everything they needed. It was some time before they came back and the trim work was all scratched around the upstairs window. They had to replace that and the day they came to that the trim work got scratched in the truck so they were not able to do it and had to come back a second time. After numerous times of them coming back, sometimes not showing up that issues was finally resolved. The screen in the upstairs window was another issue. The screen did not fit like it was supposed to and the 3rd screen actually blew out of the window on a windy day. When the 3rd screen was ordered we didn't hear anything for about a month. I finally called and the screen had been sitting in there shop for 2 weeks. I was told they were busy . We were not a priority even after months of dealing with this. Finally we were able to get one of the owner's of the company to come out and find out the problem. It was because the window was not measured properly. A 4th screen was then ordered and finally came last week. It's the worst customer service and unacceptable service I have ever had to deal with. Sarcasm, total rudeness and told us we had a year to pay for it so pay up. We had no intentions on paying until the job was complete which is what is expected. They acted like we were being picky but with the screen not fitting properly we were getting flies and bugs in the house. TOTALLY UNEXCEPTABLE! Out of all the things that went wrong I can't believe they are still in business. They were over at least a dozen times and sometimes not showing up for a project that was supposed to be done in 1 day not almost a year. We were inconvenienced a great deal by the number of times we had to be here waiting for them to show up or waiting for a phone call that they were running late. Worst experience we have ever had.Desired Settlement: We feel after all we have had to deal with, and the amount of time it took for the job we feel we deserve to be compensated. The job was not done in a timely matter and neither were all the follow ups to make things right. We have no problem paying full price for the downstairs window because there were no issues. But we feel 50% or 40% should be taken off for the upstairs window to make things right. They are expecting the full bill by Wednesday 9/30. Hoping for some resolution on this matter.

Consumer

Response:

Upon first meeting with Mather's they never said they were busy and said the windows would be completed before Christmas. We had just started remodeling our kitchen so the paperwork had gotten misplaced. We were trying to find it so we could contact then since we heard nothing and December came and went. Because the weather was getting colder we searched for another window company forgetting we signed a contract with Mather's. That's where the mix up began. That is totally our fault. Once things got cleared up they came to install the windows. They did not have the trim with them that day and said they would install it first chance they could. After they did install it we noticed there were scratches in it with a couple of gouges. We called and were told they would replace it. When they came out again the driver said it got scratched on the way over and did not install it. Finally the third time no problem. We did offer a check for $200 as good faith money since it was taking so long for the job to be completed thinking they may want some of their money. The truth of the matter with the locks, they claim the window was not closed all the way. If that's the case why did the top one work and not the bottom and a new lock was ordered for the bottom. They said they would order a new lock, send it to the house and I could install it. My wife decided that it was their job and we were worried about the warranty. Like we said it took four screens to finally get it right. That's only because I insisted one of the owners to come out. He did come out with the person from the screen company and told us it was not measured correctly. Chris one of the owners said they have no control over the screens, if I am not mistaken it starts with the initial measurements which came from Matter's. The few times that they mentioned in their response to you that they claim they had to come out are not even half of the times they came out. There were a few times they called and said they were running late and never showed or called back, and a couple times they just never showed or called. Between the trim, the lock, the screens and the more than a dozen times they had to come out to finish their job we feel the job was not done in a timely matter. A one day project took almost a year to complete on top of all the times someone had to be here. We are surprised they are still in business for the unprofessional work they do. We wrote to Mather's and asked if they were the customer would they have been happy with the customer service, product and and the time it took to complete a one day job and never received a response.