Our sunroom window had water between the glass panes- this was a 29 year old Viceroy sunroom roof glass. We saw a Facebook post about a portion of sales of windows and sunroooms was going to help a family who had suffered a fire at their home. (We had previously contacted other sunroom companies)
The salesman came June 10 and was very knowledgeable and competent- we found the price for the sunroom replacement to be reasonable. We also added a patio door replacement at the same time. We were told 8-10 weeks. The person who was supposed to check measurements- was delayed but eventually he showed up.
In October we called to see what was taking so long. We were told that our job was scheduled for October 20th- no one showed up or called - we had a busy week so we didn’t push - the next week someone called to say they would come November 4- (almost 5 months later)The technician said it would take 3 days. So they started - due to the old water damage- we were pleased with the care that new lumber was added to the water damaged areas. The technician installed a polyethylene dust barrier, tacking it with a nail gun to our wooden chair rail - “I will put wood filler after -you won’t be able to see any holes) On Tuesday he discovered that some part of the sliding door was missing from the pieces sent by the Lifestyle factory. By Wednesday, we had a piece of poly covering our 10’ sunroom opening. They returned on Friday and got most of it installed- but far from complete. The office called me that afternoon wanting payment- I said “call me Monday.” Of course that Monday November 11, we got a lot of snow- I didn’t really expect anyone- but no one came until Friday November 15. (Apparently he needed to start another job.) Of course, someone called right away to ask for payment. We gave then partial payment. But 2 pieces were missing from the patio door.
Also we noticed that there was water on the floor on the inside just under a part of the new sunroom as well as water leaking
Someone finally came on Dec 23 to install one of the pieces missing from the patio door. He looked at the leaking areas and applied silicone to one part but said he would have to talk to the office about the other leak, but of course, he said the office was closed until the new year.
Early January, some called telling us the missing part had arrived and please call a date. A phone message was left with a suggested date.
I sent an email asking that before we confirmed the appointment - please send me an email to tell me what was to be done- never got a reply.
Jan 2020-I posted a negative review on Homestars and the very next day a rep called me to set a date for someone to come out to address my concerns. My email- they never got it they said. The scheduler called to go over my concerns and as I listed the things that needed to be fixed (some of them minor), she said she would send a email outlining all that would be done. Which just confirmed to me that they had indeed gotten
March 24, 2020 after I wrote the initial review with no stars, someone called the NEXT day. The person who called said they never got my email. Then the scheduler called and went over what they were going to do on the proposed service call- nicely asked if that was all the concerns. Then without asking said they would send me an email confirming the conversation. Which to me indicated that they did get my email asking for what was to be done.
Anyway- the original installer came along with the Roofing manager- fixed up the messes left on the floor, did some things to help with the leak. The Roofing Manager seemed very knowledgeable and very service orientated- even apologized ( the first genuine apology as far as I was concerned) He said they would come back when the weather was warmer and drier. That day we got some snow and rainfall -so the date has been postponed. So have given a few more stars in good faith.
