My wife and I installed 5 new Storm Smart windows in our condo in November, 2023. As this is our vacation home, we are not there full time, usually only in Feb & March each year. Since the installation, I would estimate the windows have been opened less than 10 times total. This year, upon arrival and while trying to open the windows to clean them, I noticed that one (1) would not open evenly, and another was very difficult to open. Upon inspection, I noticed that one of the rollers on one of the windows was completely broken off, and the other could not be adjusted. I contacted Storm Smart and explained the issue completely, i.e. both windows needed new rollers. I set up a service appointment and was assured the tech could repair during the visit as they had rollers on the truck. Despite the window parts still being under warranty, I had to pay $165 to set up the service call itself. The tech arrived on time for the service call and inspected the windows, determining that the rollers indeed needed to be replaced as I indicated. However, they DO NOT have replacement rollers on the truck so they would need to get from their facility, as well as come back with another tech to replace the rollers at an additional charge of $165 each! I contacted the service number to schedule a second visit and express my frustration that the tech was not able to repair during the first visit despite the assurances that he would be able to. Nonetheless, I set up the second appointment during that call and was never told I needed to again advance pay anything. On the morning of the scheduled second appointment, I received an email regarding payment. I contacted them by phone as the invoice sent was the same invoice from the first payment that I had previously paid. The representative was quite possibly the rudest customer service rep I have ever encountered. She indicated that despite my concerns that the billed invoice was already paid, she would cancel the tech that was already on his way unless I pre-paid again. I issued payment and one tech arrived, despite him telling me this was a 2 person job. He was ultimately able to repair the rollers himself.
Upon inspection, the rollers themselves are metal (I was concerned they were plastic or nylon given how fast they wore out), but the housing they attach to are plastic and the tech explained they wear out quite quickly in the Florida climate! This would have been good to know prior to the installation.
I would not recommend this company for their service as well as the quality of parts incorporated into the windows. While the tech was professional, the billing representative was extremely rude, even refusing to transfer my call to her supervisor; she just kept threatening to cancel the driver already in route. It is only due to the tech himself that I give this a "2-star rating". Moreover, to spend $330 to replace warrantied parts on windows less than 3 years old is shocking. read more
