Complaints against Legacy Windows
Complaints against Legacy Windows
Deceptive Sales Tactics
• Told that trim would be replaced by like trim in event it was broken—company only had MDF upon installation.
• Not informed that the transition on the floor was not part of the install.
• Told that sliding doors would have security lock on bottom and not just on the handle
• Told sliding doors would be easy to open
• Told we were a “promotional” house and would get a discount if we made a decision on the spot. No before-and-after pictures or reviews were ever procured from us as originally stated in the sales pitch.
Substandard Work Quality
• No post install inspection. This alone could account for a lot of the problems. There’s not an eye for detail or quality.
• Many sills and windows visibly bowed
• Some windows have gaps at corners of screen due to bowing where bugs can get in
• Clear caulk used shows gaps & bowing clearly
• Caulk tracked on floor in home
• Broken wood trim left and not replaced
• Wood trim replaced with MDF
• Where some wood trim was removed, installers used our own personal wood to replace without paying us for the wood
• Some sills stick awkwardly far into the room or stick tackily past existing trim blocking furniture, blinds, etc. Installers just stuck in sills without any thought or asking about preferences.
• Bulges of plastic and other imperfections left on windows along with globs of caulk on glass that needed to be cleaned.
• Had to sand sills ourselves, otherwise the edges would be sharp and tacky.
• Gaps in installed wood had to be filled in with wood paste, left to us to do that.
• Difficult-to-remove non-warranty and non-informational stickers left on windows for us to figure out how to remove.
Broken Windows
• One sliding door is so sticky and hard to open that the wife needs both hands & full weight to open. In the event of an emergency children would not be able to open the sliding door to escape.
• One window is crooked and gets stuck at the last inch when closing (which has pinched and injured fingers). This window cannot pull out for cleaning as advertised because it is too tight in the frame.
Evasive Customer Service
• Forced to pay day of installation and sign paper that said all windows in working order despite being told that we were not to open the windows for at least 24 hours
• Installer repeatedly blamed our old house and detail-oriented nature for window problems instead of fixing them (note that half the windows replaced previously had retrofit windows, which did not have the bowing problems listed above)
• Installer came out to install a missing screen. We had a number of things we wanted him to look at. Instead he bolted without talking to us (stating we might not have been home, but there was no attempt to talk to us). He should have been given a list of things we wanted looked at, so either there’s bad communication or purposeful incompetence.
• Repeated requests to talk to a manager/owner were ignored.
It appears the warranty is worth nothing if Legacy Windows will not even come and replace broken windows upon installation.
Update: After successfully holding back 25% of the payment through the credit card company nearly two months after installation, the company sent out another team to “fix” things. This team seemed more competent than the first and replaced some caulk, squirted the equivalent of WD-40 in the sliding door to make it slide a little easier, fixed the bowing of a couple of windows, and somewhat fixed the window that was getting stuck when closing. At this point there was not much that could be done for anything else and we didn’t really want the windows ripped out again to put in flat sills, etc.
We have no desire to ever deal with this company again and we are warning others of our horrible experience so you hopefully don’t end up in the same situation.
