Window Gallery

We are writing this complaint to express our frustrations with an order that was placed on June 6, 2013 for 3 almond color, vinyl windows, all withargon gas, and low E glass that come with a lifetime warranty. As of today, September 5, 2013 we still do not have any of the windows that were ordered. We feel as though we have been very patient in giving a fair, allotted time period for the windows to arrive and be installed. The owner/Terry Hew Len verbally mentioned to us on the day we signed the contract that it usually takes 6 to 8 weeks for the windows to come in, and the installation should begin within a 2-week time frame after. After waiting with no word for seven weeks, we text the owner on July 24th, 2013, to find out the status of the windows, another text was sent out July 29th due to no response. July 30th, 2013, we text once more; he called back and stated that his reason for lack of communication was due to some personal health issues. He also informed us that the windows were not in yet, but most likely would be in soon. We continued to be patient. Two more weeks went by, and we sent another text out August 13th, 2013 yet again asking the status of windows. No reply was given that day. We left a second text the following day August 14th, 2013 asking him to please give us a call. He called back that day and told us that the windows were in, and then proceeded to schedule an appointment to install the windows at 9:00/9:30 am, August 28th, 2013. August 26th, 2013, we sent a text asking if our appointment still stood for Wednesday of that week. No response! We text again August 27th, 2013, and the owner phoned us back reporting that the appointment would not take place, because he was in the middle of moving his business to another warehouse. He asked us to give him a couple of days for the move, and he would call at the end of the day to set up another installation date depending how much he got done. On August 29th, 2013 we text the owner once again asking him if we could please set up an appointment for Saturday, August 31st, 2013; in which he responded that Saturday looked real good, and lets shoot for that day. Having very little faith at that point that he would follow through, we asked if he was positive, because we did not want to go through the labor of moving all the furniture from the rooms if not. His response was, Saturday is a winner. We asked what time, and he stated, 9:00-9:30 am. Saturday morning August 31st, 2013, we apprehensively awaited for the installers to show up hoping that this would be the end to what was becoming a stressful ordeal. 10:15 arrived, and yet still no installers, we knew exactly what was happening. We were being stood up! Still giving the owner the benefit of the doubt, we text and called several times and got no response! The fact that him or one of his installers could not give us the common courtesy of a 5 second text or call to let us know they would not be coming is unacceptable and very poor customer service. We were advised to call or send one last text message letting the owner know of our intentions at that point. In which we sent out a text Monday, September 2nd, 2013 avowing that if he did not contact us to have the windows installed by September 7th, 2013, we would take the next steps necessary to assure that we are not being scammed out of our money/windows. He has now put us on complete ignore, and we have not heard anything since he failed to deliver windows on August 31st, 2013. September 5, 2013 we sent out a letter first class, certified, signature required, to Window Gallery in care of Terry Hew Len. Our guess is that it will be sent back to us, since Window Gallery is no longer at Ste. 2-F located on 9401 Carnegie. At this point, we are extremely skeptical of this still being a legit business.

We are not very satisfied with them. We had two windows in the front that we changed to a big picture window. It had dimples in the window and he was supposed to come out in two weeks and replace it. It took a little bit longer than that. He did give us another window. That window ended up being a hairline off the other window because it's a double window. Then after that it took quite some time to replace that other window. After Thanksgiving we ended up doing our other window and they were cutting is very close to Christmas. The other window that he replaced it with, that window we have some issues with as well. And that one has defects in between the two windows and he was told to replace it . We did get refunded and everything but this guy is nothing but a chaser. In the first place, when we first started the windows we paid him with a check. My husband made sure the money was there. Then what happened was that he called us one day and said he would prefer cash. I understand he was having some issues with funds from someone else. He made me waste my time. I stopped payment on the check and he did reimburse me. But the thing is we paid him in cash and then my husband had some issues with him. My husband told him if you are running a business and someone gives you cash, it doesn't matter.You know that all checks take five days to process. And if your running a business you have to have security and have funds in your account. It is not our fault if he doesn't have enough funds to pay his workers or whatever. He tells one lie after another. I don't recommend him at all.