Evans Glass replaced the windows in my home in September. All windows fit perfectly, except the living room window. These windows have a tilt-out function, but because of incorrect sizing, some of the trim kept the windows from tilting out! It also looked terrible and very unprofessional. Evans Glass (of course) continues to deny that they mismeasured the window, but the fact of the matter remains that the other windows in the house work perfectly, and they have the exact same trim as the living room window!
When contacted about the problem (September), Evans glass had two different people out to examine the problem. I had to take time off work for these people, and since I am a teacher, it is not an easy task.
After arriving late (1 to 2 hours) for each appointment, both people claimed the window was measured correctly. One of them had the audacity to blame me for a window casing that didn't fit their window! This, by the way, is the original window casing that was installed with the house in 1949. I hasten to remind you that all the window openings/casings were built the same, and all other windows installed by Evans Glass fit perfectly.
A few months back (February) I thought I was getting somewhere. A person whose name I think was Mike seemed sympathetic and said he would take care of it. He kept saying "I'll call you tomorrow." Repeatedly, "Tomorrow" would come with no word from Mike. I would always have to call him the day after he was supposed to call me. He would then say something like, "Nobody called you? I'm going to take this right to the owner." Yet nothing ever happened. I gave up on Mike.
Last week (August 1 or 2), I called Evans Glass again to complain. They sent out a guy named Randy who was very accommodating. He said the company would have to replace the window casing. Originally he said it would be a few weeks. I told him that I really needed it done as soon as possible as I would not be able to take time off work in a few weeks. Randy managed to get somebody out very quickly.
Sean showed up on Monday, August 7th. He was supposed to be here between 1 and 2, but didn't show up until 3:30. Sean proceeded to rip out all the trim down to the brick and cinder block. He then realized that he didn't have all the materials that would be needed to finish the job. He said that he would return in two days (Wednesday) to finish the job.
Today is Wednesday. No word from Sean. I called Evans Glass around 12:15 PM to find out an approximate time that he would arrive, since I had already been sitting around for hours waiting. The receptionist who was very pleasant (can't recall her name) looked into it and called me back to report that Sean was "Out on the coast." I told her that this was not acceptable.
After that, Melissa called me back and in a very cold and unfriendly tone of voice said the earliest that someone could be out would be Friday afternoon. As you can imagine, with my window all ripped up, almost a year of dealing with a bad installation, and countless people who don't want to take responsibility for their work and product, I was annoyed. I told Melissa that I couldn't believe this. Melissa's attitude got even worse and she refused to listen to my complaints. She cut me off twice with comments like, "do you want it or not?"
I am so tired of dealing with Evans Glass. I don't know if someone will actually show up on Friday to fix my window, or if I will have to live with this latest mess for another year. I just want my window fixed with no more delays or excuses.
After filing a complaint today with the BBB, I took a copy of it to Evans Glass. I asked to see the owner (s) and was told that they were not in. The general manager was called to talk to me. His name was Matt and it turns out he was one of the people I talked to months ago. (I mentioned in the previous complaint that I thought his name was Mike.) Well Matt was less than helpful. When I realized he was the person that on many occasions promised to call me and then failed to do so, I mentioned my dissatisfaction and even reminded him that he said he would go right to the owners with my problem. He denied it.
With that attitude I knew he didn't care about my situation. I asked him to read my complaint. He didn't want to. What was I to think but assume he didn't want to deal with me. To hurry things along he said, "We will be out there on Friday, right?" Based on their previous track record, including the fact that they were supposed to be out on Wednesday and didn't even bother to call to say they weren't coming, I replied, "I don't know." Then he said something like "You know, it is not even our responsibility to line and case windows."
That comment told me that Matt and his company will never accept responsibility for their windows or installation. I do understand that normally they are not responsible for lining and casing windows, but that doesn't apply in my situation. My window wouldn't need this work if they would have measured and installed the window properly in the first place. Again, I remind you that all of my other windows fit perfectly into the existing casings!
I don't know why the people of Evans Glass can't admit to making a mistake or two (or more). No apology from Matt or anybody else. All they can do is deny responsibility and act like whatever they do is a favor to me. Meanwhile I still wait for my window problem to be solved.
Will they be out on Friday to finish the job? I honestly don't know.
To be satisfied, there are now two things that I expect from Evans Glass. First I want my window fixed. Next I want an apology for the window problem, terrible service, overall negative attitude, and lack of responsibility. It is not my fault that one window did not fit properly. Since they are the window company, it must be their fault. Rather than find fault with the window casing or me because I live in the house that has this window casing, Evans Glass needs to accept responsibility, fix the problem, apologize, and move on.
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