Terrible, terrible customer service. Does not honor their "lifetime" warranties. Never returns…read morephone calls. Been dealing with window issues for over four years with no satisfaction. Now patio door wheel mechanism breaks and they can't do anything about that either regardless of their supposed "lifetime" warranty. Jennifer, who answers the phone, is rude and condescending, continually telling us that we "have not done everything we need to do to resolve this issue. What more should I have to do? And Peter, the owner, only returned our call after we made a complaint to the BBB telling us that the BBB "can't make me do anything." He made promise after promise to "make things right" and never did a thing to honor his warranties. Shameful.
ADDITIONAL INFORMATION from my previous comment : After the complaint with the Better Business Bureau, Peter threatened us with legal recourse citing words such as "libel" and "smear campaign," but agreed to complete the project if we would remove the BBB complaint and negative reviews. Emails have gone back and forth since September 14 where Peter, numerous times, commits and agrees to completing all repairs on 11 windows and replacing the patio door. In turn, we agreed to remove the negative reviews once repairs were done to our satisfaction, even though as a consumer we have a right to write such reviews.
In the early morning of September 24th, the day a representative from National Energy was to come out to measure, we had a tragic family emergency. My son made several attempts that morning to contact Ron, the repairman who was coming out to measure, but he did answer his phone. One of my children met Ron in the front yard and explained the situation, stating that we would be in touch to reschedule.
On October 21st, I contacted Peter via email to reschedule the appointment to measure the windows and door. I received an email response stating that he now had concerns and wanted me to sign agreements indicating that I would remove negative reviews, even though we had already agreed to this in prior emails. Peter further stated he had contacted the Better Business Bureau and was told that in order to remove the complaint we filed back in July, we should backdate an agreement from July of 2020.
When Ron came to measure on November 23rd, he brought copies of agreements already signed by Peter, one of which was backdated by him to July 9, 2020. I was not comfortable backdating an agreement that never existed back in July, so I signed the agreements and dated them 11/23/2020. Because I would not backdate this agreement, which I was advised is unethical, and possibly illegal, Peter is once again putting all repairs "on hold."
Additionally, back in September, because Peter was refusing to repair our patio door, we were forced to hire a repairman (with 30 years of window and door experience), as the door would no longer open, close, nor lock, now being a safety issue. We paid this repairman $75 to do a temporary repair. We shared this invoice and pictures with Peter to prove that the patio door itself was broken, NOT the mechanism/hardware as Peter kept repeating in his response to our Better Business Bureau complaint.
On November 16th, Peter included in an email that National Energy spoke to the repairman, who told them "the door damage may have been caused by mistreatment of the door. The roller mechanism was packed with dog hair and it appeared that it was forced shut, and this is what broke it, in his opinion." I contacted the repairman and he unequivocally denied ever saying this. This man actually responded in writing to me that Peter's comments were not true and, as a matter of fact, he did not feel the door broke due to mistreatment. This is another of Peter's attempts to get out of the warranty, now by stating "Mistreatment of the product is not covered under the warranty."
I have all of this in writing via emails so Peter can refer back to these when he wants to threaten me again with a lawsuit. I will continue to edit and update my comments until National Energy and Peter Gatsch honor their word and fix my 11 windows and patio door.
