Back in October 2017, we ordered over $21,000 worth of PGT hurricane windows and hurricane doors. The salesman appeared to be very knowledgeable, and the quote was comparable to others we received, so we signed the contract that night. We decided to take out a loan with GreenSky and completed the loan paper with the salesman. He told us the loan would be open for six (6) months, and would make the deposit (half the total) that day, and the second half after the job was completed. We were told shortly after we ordered that the windows would be delayed due to PGT being shut down for a couple of weeks due to Hurricane Irma, and should be in near the end of December.
Mid-December I contacted Nick to see if the delivery date was still accurate, since we had not received any follow up calls. I was told the windows would be delayed, and Clear Choice should be receiving them on February 6, 2018. This was not a huge deal, but an update phone call would have been appreciated. A couple weeks later, I was notified by GreenSky that the loan would close on February 2, 2018, which was only four months after we opened it. After some phone calls, I discovered the salesman gave us inaccurate information regarding the loan timeframe, and now we had to make the second payment before the loan closed before the product was even delivered. Since we didn’t have the extra $11,000+ in hand, I called Clear Choice and made the payment the last week of January, and had reassurances the product would be delivered and installed just as if we still owed them the remainder.
The windows were delivered on time, and we set a three day installation for February 22-24th. The first and third day went fine and the lead guy was very nice. The second day, one of the workers was not very competent, shattered one of the old windows while removing it, causing glass to fly everywhere inside and outside, and then later he literally ripped out blind brackets for no reason, leaving huge holes were the wall anchors had been. My husband cleaned up the glass because he did not trust the guy to do so (we have a 2-year-old) and another guy patched the holes (he did a pretty good job).
After the installation, we waited to hear from Clear Choice about the inspection, but never received a phone call, so I called them. County inspection was scheduled for mid-March, and were told we failed because a screw was missing. Waited to hear back from Clear Choice to see when they were going to come out and rectify it. No call. My husband called on March 26th to ask when someone would come out, that he was home all week because of spring break. Nobody every showed up or called. We called again and got someone to come over the following Monday, April 2nd. They claimed they thought someone had already taken care of it. The technician that came out did not know what window failed, nor did I because I wasn’t there. Luckily, I was able to get a hold of my husband and directed him to where the screw was missing.
So with that we waited to hear from Clear Choice again about the new inspection date. Still no phone call. We called about a week and a half later, and they blamed the lack of a phone call on a new computer system. Got the second inspection scheduled, and we passed. No call from Clear Choice so my husband called to find out when someone would be by to finish the coils on the front window and put the screw covers on. Again, blamed it on the new computer system. No one was available until April 27th, between 11am-1pm. My husband came home early from work and waited. No one showed up so he called around 1pm. They said they would have to call the technician and call him back. After waiting awhile, he called Clear Choice and said he needed to go back to work, but if and when the technician was going to our house, to call his cell phone and he would meet them. Over an hour later, the technician called my cell phone, not his, and left a message that they were at the house. I was in a work meeting, and didn’t get the message for another 20 minutes. By then they had already left the area.
So here we are on April 30th and our installation has still not been completed. We called today, waited five hours for a call back about when someone would be out to finish the job. Allegedly someone will be by this week to install the coils, and on Friday to finish the job inside. We’ll see if it happens.
The product is nice, and the installation seems to be sound, but the communication and customer service are horrible. I would not recommend this company.
