Complaint Review: Right Way Home Services - sterling heights Michigan

We received a solicitation at our home to have a quote to replace the front window of our home.  The 2 sales guys showed up June 17, 2014 on time and had a good presentation.  The price was comparable to other quotes we’ve had on the same window but they were offering a triple pane window instead of a 2 pane window so we decided to go forward with the purchase.  We were told at the time of the purchase that we would receive a discount if we signed the contract that day and also put one of the company’s signs in the front yard for 60 days.  We agreed to display the sign and finalized the price of the one front window and install at $1510 and give a 50% deposit in the form of a check.  We were given in writing a date of June 24, 2014 for someone to be back out to make the final measurements and no one showed up.  We called the office and were told that the measure was not on the schedule and instead the measure was completed on June 25, 2014.  That day the sign was also put in the front yard.  We were also informed that the window order will still needed to be finalized and that after that it should be 8 to 10 weeks to have the window installed.  Two weeks later after several back and forth conversations with the office, because what we ordered was not an available option (tempered glass with a window of this size), the windows order was placed; approx. on July 9, 2014.  We were going on vacation in August around 6 weeks since the order was finalized so we called the office to see if they had an install date and let them know that we wouldn’t be available.  At that time they did not have the window or an install date to give us.  We had hoped that since we ordered a single window it wouldn’t take the full 10 weeks to receive the product but it appeared that it may be the case.  Around the 8 week period, September 3, 2014 we started making calls to the office for an update but were unable to receive any details on a possible install date.  The front office and the scheduling team could not give us any information on when the window would be ready or installed.  Over the next several weeks we made periodic phone calls asking for an update but none was available.  On September 18, 2014 I wrote an email to the president of the company, Noah Mercurio, through a link on their website to inform him of our concerns about the window order and the inability to receive an install date.  A few days later Noah called back apologizing for the delay and said that the window would be in his hands on October 8, 2014 and that he could have the window installed within 3 days after that.  October 8, 2014 came and went and we never heard from Right Way to schedule a specific date and time for the install.  Noah gave us his office and cell phone numbers to call if there were any issue.  Upon several calls to both of his phones we were unable to talk to him and on most occasions his voice mail was full.  After not receiving a call back or an update on the window I went into the office in Sterling Heights on October 17, 2014 and asked to speak with him about the order.  I meet with Noah personally and he apologized again for the delay and said that we can schedule the install right now.  We scheduled the install for the following Thursday October 23, 2014 between 9-11am, he wrote the info on his business card and I left.  I rearranged my work schedule so that I would be home for the install.  That Thursday nobody showed up to install the window and I received no phone call from Right Way concerning the missed install time.  I started calling the office to get an update and the install scheduler, Rod, did not have an update for me and said that he would call me back.  I also left several voice mail messages for Noah and did not receive a call back. The following day October 24, 2014 I went back into the office to get an explanation as to why the windows was not installed on the given date.  Rod was unable to give me an answer or a new install date at first.  Noah was also there and I asked him why he couldn’t meet his promised install date.  He didn’t have a good answer and apologized again for the fact that it’s been 15 weeks past the finalized order date at this time. He agreed to take $150 off the balance.  After being in the office for an hour I was given another install date of October 31, 2013 between 9-11am.  I also asked that it be in writing and received an email stating such.  Today is October 31, 2014, I rearranged my schedule to be available for a second time and nobody showed up to install the window by 11am.  I received no phone calls on ether install dates saying that they were late or still planning on installing the window.  I called Rod again and he didn’t have answer as to why the installers were not at the house between the scheduled time nor could he give me an updated time and said he would have to call me back.  I also called Noah’s office phone and cell and left a voice mail message.  At this point it’s been over 19 weeks since we signed the contract, 18 weeks since the measure and 16 weeks since the order was finalized.  The contract states the install will be completed approximately 8-10 weeks after order approval.  We feel that 16 weeks to wait for one window is unreasonable, the company has not been up front concerning install dates and has missed 2 appointments which is completely unprofessional.  The lies and misrepresentation from Right Way has been very concerning and we are also concerned that the lifetime warranty will be worthless in the future as the company will garner a bad reputation and possibly fail.  This has been one of the worst experiences from a customer satisfaction stand point and don’t believe it should be our responsibility to continuously call the office for an update and even show up personally to get some action on the service.

Right Way Home Services

39349 Mound Rd.

Sterling Heights, MI 48310