Corinne Saliba
We love our new door, and the door installers were friendly and easy to work with. We also ordered two small windows original to our 1978 home, but the overall process had avoidable issues, particularly inconsistent experiences with the two different window installation teams. The sales rep accidentally listed the windows in the details section of the purchase order, so they were never actually ordered (order placed 10/24). I’m not sure if this was the fault of the sales rep or the purchasing team, but either way the windows weren’t listed as a separate line item than the door, so I can understand why it was missed. We only discovered the windows weren’t ordered during the door installation when I asked those installers if they had any idea when to expect the windows. After waiting another six weeks, the windows arrived and were scheduled for install on 1/21. That new crew spent about five minutes at our house and told me they were the wrong size and needed to be reordered, adding another four weeks. When a third team installed the windows on 2/24, they said the original windows would have fit just fine and could have been installed back in January if the initial crew spent enough time. I appreciated their honesty, but it was frustrating given the delays and conflicting information. This may be nitpicky to add, but I was also frustrated that the third team didn’t move our furniture or rug back into place after finishing the job. The final product looks great, but for a $5k+ order that took four months, I expected better communication, accountability, and urgency in resolving the mistakes. I’d still recommend HomeStar for quality, but the customer experience could use improvement.
