My experience has been a negative one and I will never recommend ERG to any person I know. The product, Simonton Windows, appears to be everything they promised, but ERG is a company that does not understand nor do they care about customer service. The installers and other contractors we came across, were all polite and professional. The sales team - people who should accutely understand the power of customer satisfaction - are the people to avoid.
Stephan, our sales person missed numerous opportunities to build confidence and trust by NEVER following up after we signed the contract. He never said "thank you", he never checked in to see that things were going smoothly, and he lied to us about scheduling the contractors on weekends. Had it not been for his gross negligence, I could have overlooked those things.
On a Friday evening, only two days after the windows were installed, we had a violent thunderstorm (more than 1" of rain in under an hour). Water was cascading down the newly installed sliding glass door. Since their office was closed, I called Stephan on his cell phone. His response to me was to leave a message and someone would get back to me on Monday. He actually said, "What do you want me to do about it?" That's unacceptable!
That Monday, when I called the office to get ahold of someone who cared about what happened, I actually spoke to someone else who said, "I'll get someone out there in a couple days. What else do you want?" Finally, I did get ahold of Stephan's manager, Cole. He listened patiently and two hours later someone was at my house fixing the problem.
One would think I was a satisfied customer at this point, right? WRONG! Weeks later, Stephan has never called to offer an apology and no one from ERG has followed up to ensure our happiness, including Cole. This is obviously a company that is only concerned with cashing a check and doesn't see the value that referrals offer.
To all of you out there shopping for windows, Simonton appears to be a great product. Get someone else to install them for you.
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