I had a horrible experience with very expensive custom windows at soundproof windows. I ordered 4 custom windows in January 2023. When my order arrived one was the wrong size and one was broken. Soundproof windows said that they would rectify the situation and send the windows back out again. I explained to Jim Kelly in the manufacturing department, that when the windows were delivered again, we would need help because my husband had a hernia and could not lift anything. He assured me that we would get white glove service, and that the delivery driver would be completely prepared to get the windows off of the truck for us. We waited months for these windows to come back in. I rescheduled my contractor several times, who was installing the windows and took the day off work. When the day came for the delivery, the delivery driver came, and was completely unprepared. He said he had no communication from soundproof windows or the delivery company, and was unprepared to get the windows off of the truck for us. He told us I can’t help you I don’t know what you want me to do. Apparently, the liftgate was not large enough to actually get this product off of the truck. Soundproof windows hired a delivery company that could not effectively deliver the product to me. These windows came to my home, and nobody was able to get them off of the truck for me. (Soundproof windows is saying this is my responsibility as a consumer, they said they hold no responsibility for the delivery company or how the delivery company operates). He then proceeded to leave with our $6000 windows. I called soundproof windows and told them this was unacceptable. They told me they were going to send help over. I never heard from soundproof windows again. The “help” came an hour and 20 minutes later, after the delivery driver had already left with our windows. I now have no windows, And no refund for my product. Soundproof windows is taking no responsibility for the fact that they hired a delivery company who was incompetent. They are saying that responsibility falls on me, the consumer. I still have not heard back from soundproof windows and this was over three months ago. They have offered no resolution to me , and are still refusing to give me my money back. Terrible company, with awful communication.
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