HiRISE WINDOWS

Worst experience ever. While the workers themselves were pleasant, punctual, and hard-working, the management and administration of this company leave a lot to be desired. Throughout the almost two years that it took for HiRise to even start the replacement project at our building, once they had our down payments, there was a lack of timely, accurate information and transparent pricing. And I would stress that these problems started in the summer of 2019, long before the Covid-19 pandemic could be used as an excuse for postponements and uncertainty. There were multiple delays and multiple surprise "additional costs." The screens, which HiRise had promised were included in the original price, suddenly became un-included after we had already signed contracts. HiRIse knew about this change, but did not inform us until it was too late to seek other bids. So the screens became an additional $2500 cost. Then HiRise suddenly informed us -- after the project had begun -- that they had found problems with each unit's soffits, which had to be repaired. HiRise already had a vendor lined up to do the work, and since at that point -- again -- none of us had the time to seek other competitive bids, we were basically forced to hire HiRIse's preferred vendor. That added an additional $1500-$5000 to our bills. This sudden discovery of soffit problems was especially frustrating, since HiRise had done a model installation of the windows, sliders, and screens in one unit seven months earlier, and pronounced everything had gone smoothly and looked great. Needless to say, the owner of that unit had to have soffit repairs done afterwards. So one has to wonder, what did HiRise know and when did they know it? Or were they just so incompetent that they didn't notice the soffit problem in their model installation? Then HiRise told us that the screens would be installed after the soffit repairs were completed and the window/slider sealants had dried, which would take 3-5 days. In fact, our screens were not installed until TWO MONTHS later. The problems started almost immediately in my unit. The custom-made screens had defects; they would neither lock in their down position nor their up position. The locks on the balcony slider doors and the windows did not work. Some people had problems going from lock to unlock; others had problems going from unlock to lock. The metal frame assemblies were noticeably scratched and had extremely rough, sharp edges. Sharp enough to draw blood. Here is the time line: My windows and slider were replaced with new ones by HiRise in April 2021. Workers returned twice to file down the jagged metal edges, do paint touch up, and remove globby excess sealant. The new screens were finally installed in June 2021. One of the screens had a defective locking mechanism and had to be replaced in August. HiRise also came to fix the locks, and ended up having to disassemble them in order to "make adjustments" in October. It took six weeks of requesting before they could fit me into their schedule. Then a second screen was found to have the mesh separating from the frame (I noticed this because little bugs were flying around the bedroom). HiRise came to try to stretch the mesh back into the frame, but this did not work. Three days later, the window stripping in that window started to separate and flop down. HiRise returned to re-install the window stripping, and to "fix" the screen mesh by tightening it while I was out of town. It is not clear if this "fix" will hold, but I did not pay $700 for a brand new screen with mesh problems. HiRise has waffled about whether it will replace this problematic screen with another one, without flaws. I am waiting for their decision. In the meantime, the balcony slider door lock once again will not stay in a locked position. It simply slides up and slides back down without latching. I am waiting for HiRise to find time to check this out -- again. So far, only one week has passed on this request. So in a nutshell, what should have been a project that I paid $7500 for, mushroomed into a project that has cost me $13,000 so far. It has been almost ONE YEAR since the windows were initially installed, and I am still trying to get HiRise to make things right. In addition -- something that I found particularly reprehensible -- HiRise went ahead and charged my credit card for the 5% retainage that I was withholding until they made my locks and screens whole. Even though I had told HiRise specifically on three occasions in writing that they should not charge my credit card because they had not fulfilled the contract. They had definitely not left things in "good working order," as the contract required. I am sure that HiRise will claim that the vast majority of unit owners were satisfied with their performance, but I beg to differ. At least 6 owners opted not to participate in the replacement project with HiRise once they heard their presentation in early 2019. There are another half-dozen owners who have simply given up dealing with HiRise because they are so frustrated. There are other owners who are absentee landlords, or who only live here part-time or as a second home. Another owner has sadly passed away, still hoping that HiRise would fix her locks and adjust her balcony slider doors to glide smoothly. I would not recommend HiRise to my worst enemy. Lack of timely, accurate information, lack of transparency in pricing, poor product quality, and lack of accountability add up to professional incompetence in my opinion. Believe me, I am not happy writing this review. And because there are still outstanding issues to be settled with HiRise, I was hesitant to write about this terrible experience because I worry about retaliation. If possible, I would ask Angi to not post this review for a few weeks, in the hopes that HiRise will replace the damaged screen and re-fix the door lock by then. ------------------------------------------------------------------------------------------------------------------- UPDATE AS OF 04/15/2022: This is an update to the comprehensive review I wrote last month. I have been waiting almost five weeks for HiRise to come fix the lock on the new slider door, replace the defective screen in the second bedroom, and check why the window in the second bedroom is so difficult to slide back and forth on its track. "We'll let you know as soon as there is an update" is their response to my three e-mails. So in addition to my low opinion of HiRise's professional competence, I fear that they retaliate against customers who expect to get full value for the prices they have paid, and frankly wonder if they simply hope their delays outlast the one-year warranty on labor so that they don't have to do anything to make the situation right. UPDATED AS OF 05/19/2022: Despite requests on March 14, April 5, April 25, and now May 10, HiRise Windows has still not come to fix/replace the faulty lock on my balcony slider door or replace a defective $750 window screen. They have, however, been at our condo building to do other window and glass door installations and repairs. I am now entering my third month of having no working lock on the balcony door, which poses a security risk to both my unit and the entire building, should someone gain unlawful entry through this sliding door. Shouldn't an honest, competent, reputable company be able to schedule a repair and replacement visit on products and work they guaranteed within a two-month time frame? Non-functioning locks have been a problem on both windows and the door over the past year, and now the warranty on labor is running out.

They were hired by the HOA to put windows in my unit. They did a horrible job and charged me $200 because they said they had to move furniture. They also messed up the paint and damaged my walls. They were rude to deal with and refused to refund my money. Now I also have to pay someone else to fix it.

unknown

I don't understand why, but in this condominium and the other one that I lived in, the windows are the responsibility of the tenants versus the walls and everything else, on the outside. They were very good, very attentive and very professional. There were a couple of problems with the windows as they were installed, and they came back within a day or two when I called them to remedy the situation. I would give them A's all the way down. They are the contractors of the condominium, so I don't have a choice but to use them in the future. I would certainly give them high consideration in the future.