Name of product / service

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Pacific Home Remodeling, Inc.

12658 Washington Blvd.

Los Angeles, CA 90066

License # 768166

On April 19, 2007, we purchased 8 windows and 1 slider from Pacific Home

Remodeling. Our windows were scheduled to be installed on May 22, 2007, but

they called and rescheduled for May 24, 2007. They were scheduled to arrive

between 10 and 11am. At around 12:30 we received a call telling us that the

truck had broken down about 20 miles from our house and they would have to

reschedule. I informed them that I had company coming for the Memorial Day

Week-end and that I had moved all furniture to allow the installation. They

told me that there was nothing they could do. After a phone call to our

salesman and some very precise words they said they would see what they

could do, but to not get my hopes up. Around 2:30pm I got a call from the

installer saying that someone stopped on the freeway and helped them get the

truck working. They did arrive about 45 minutes later and did an excellent

job. The only problem was that one window was broken. The installer called

the company, in front of us, and gave them all the information they needed

to order a replacement. Two weeks later they called asking us if it was the

stationary or the moving part of the window that was broken. They had not

yet ordered the window.

On June 18th, 2 months after our purchase, I called asking when our window

would be replaced. They said that the window was being shipped that day

from the factory and they would call the next day to schedule the

replacement. No call, I called again on the 20th and was told they would

call me back the next day. No call again. In total I have called on June

21, June 25, June 27, June 28, July 2, and, you've guessed it, every time

they have promised to call me back and never have. On July 3 the girl who

answered the phone put me on hold and came back on to tell me that they were

coming out the next day to measure my windows so they could order them. I

told her the window was in and I needed a date for installation. She again

went into how they couldn't order windows, especially the number of windows

we have ordered, without measuring. I asked to speak to a supervisor. The

next lady who came on told me that Peter would be out on Saturday, July 7th

to replace our window. We were to expect him between 11am & noon. No one

has shown at this time and it is 6pm.

We spent $15,000 on these windows. We love the windows, but the customer

service is non-existent. It seems their "guarantee" of the best customer

service in the business is just a ploy to get you to buy their windows.

I am filing a complaint with the California Contractors Board and with their

bonding company.

Their windows are great, but don't purchase them if you expect to get good

customer service.

Beth

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<DIV>Pacific Home Remodeling, Inc.</DIV>

<DIV>12658 Washington Blvd.</DIV>

<DIV>Los Angeles, CA    90066</DIV>

<DIV>License # 768166 </DIV>

<DIV>On April 19, 2007, we purchased 8 windows and 1 slider from Pacific Home Remodeling.  Our windows were scheduled to be installed on May 22, 2007, but they called and rescheduled for May 24, 2007.  They were scheduled to arrive between 10 and 11am.  At around 12:30 we received a call telling us that the truck had broken down about 20 miles from our house and they would have to reschedule.  I informed them that I had company coming for the Memorial Day Week-end and that I had moved all furniture to allow the installation.  They told me that there was nothing they could do.  After a phone call to our salesman and some very precise words they said they would see what they could do, but to not get my hopes up.  Around 2:30pm I got a call from the installer saying that someone stopped on the freeway and helped them get the truck working.  They did arrive about 45 minutes later and did an excellent job.  The only problem was that one window was broken.  The installer called the company, in front of us, and gave them all the information they needed to order a replacement.  Two weeks later they called asking us if it was the stationary or the moving part of the window that was broken.  They had not yet ordered the window.</DIV>

<DIV>On June 18th, 2 months after our purchase, I called asking when our window would be replaced.  They said that the window was being shipped that day from the factory and they would call the next day to schedule the replacement.  No call, I called again on the 20th and was told they would call me back the next day.  No call again.  In total I have called on June 21, June 25, June 27, June 28, July 2,  and, you've guessed it, every time they have promised to call me back and never have.  On July 3 the girl who answered the phone put me on hold and came back on to tell me that they were coming out the next day to measure my windows so they could order them.  I told her the window was in and I needed a date for installation.  She again went into how they couldn't order windows, especially the number of windows we have ordered, without measuring.  I asked to speak to a supervisor.  The next lady who came on told me that Peter would be out on Saturday, July 7th to replace our window.  We were to expect him between 11am & noon.  No one has shown at this time and it is 6pm.</DIV>

<DIV>We spent $15,000 on these windows.  We love the windows, but the customer service is non-existent.  It seems their "guarantee" of the best customer service in the business is just a ploy to get you to buy their windows.</DIV>

<DIV>I am filing a complaint with the California Contractors Board and with their bonding company. </DIV>

<DIV>Their windows are great, but don't purchase them if you expect to get good customer service.</DIV>

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From: Message Author (click here to email author)
Date: Saturday, 07-Jul-07 18:45:50 CDT

Business: Reply Online Consumer: Comment On This

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Complaint #: 146942

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