The initial meeting went very well. I thought I had communicated my wants and needs to the salesperson as we walked around my house. She put a quote together that I quickly signed off on, as it met all of my criteria. The install time given to me was very reasonable, as I imagine business is booming.
The installers were great. Clean, respectful and considerate. They did a great job.
The windows are nice. Good slide action, nice hardware, probably very insulating. There was an issue with the stops, which have yet to be replaced.
The problem arose when the installers were midway through the install, when I came around to check on the progress and noticed that despite thinking that I ordered black windows, the interior was white. I was very clear when discussing my vision with the salesperson during the consult. Apparently not.
To me, 'Exterior colour = black' means the exterior of the vinyl is black. Nowhere does it say 'interior colour = white'. It did say within the technical jargon 'base white'. To the layperson (or me anyway), that means it is a white vinyl base painted black. I did not see the need to confirm.
Now, I understand things happen. Miscommunications happen all the time, I work in retail, I get it. But when you spend over $10,000 on something, you hope you get what you want. I paid up front (lesson learned), and I received very nice windows, but they are not what I wanted.
I was surprised to put on the defensive over the phone, belittled and blamed for not knowing how to read the tech sheet on the quote. I was told "you signed the contract, therefore there is nothing I can do." I was hoping that a company with a reputation such as theirs would stand up and address the issue, but I have since been literally ignored.
I do not recommend Fieldstone simply for the appalling lack of follow up and customer service after they receive their check. read more
