In June of 2009, I commissioned Ver Halen Inc to replace my Bay Window in order to treat a black mold growth in the older window. They charged $6,100 for the service and installation of the new window.
My initial complaint is that they estimated delivery and installation in early August; six weeks after they had received full project payment in late June. As I had not heard from them, I called in Mid-August. The project had not been scheduled. The earliest they were able to do the install was late September. Nearly 2 months after the original estimated date.
Next, when their Project Coordinator called me to schedule the painting that needed to be done in order to complete the project. We settled on Saturday, September 26th. I got a call on Friday, September 25th in the afternoon., They said they would not be able to make the appointment due to a previously scheduled customer appointment. They came by to finish the project on October 17th, a full three weeks later and more than 2.5 months beyond the first estimate.
On December 27th, I observed new black mold growing in the newly installed window. When I called Ver Halen, the manager I spoke with (Dave Mattson) said the problem was due to humidity in my living room, and was not related to the windows. "The windows are doing their job" he informed me. He told me to spray some bleach on the mold to clean it. He then went on to explain I could have some sort of humidity-regulator installed for what he thought would cost between $1500-$2000. Neither the Sales Rep (Steve Marsac) or the Project Manager (Terry D. Stark) ever informed me of this option. They had plenty of opportunities to do so as they had each been in my home several times before the project began. I believe had I gone this route, I would have been able to keep the existing window in place, and would have saved roughly $5,000. I find the entire company and their process to be very dishonest.
From scheduling errors, to not getting a response to messages I left my Sales Rep, to the lackluster support I received post-installation. And the bottom line is, I now have black mold growing in the bay window again which is the whole reason I initiated this project to begin with.
Cons: Poor customer service, poor communication, generally bad.