BMC Design Center in Fort Worth

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  Crystal Sonnenberg

  :: 01 May 2018 13:48:29

  DON’T WASTE MONEY HERE!! THEY WON’T STAND BY PRODUCT & WILL NOT TAKE RESPONSIBILITY EVEN WHEN UNDER WARRANTY!! Recently moved into Village Home townhome built 3-4 years ago & discovered chips & crack to exterior Marvin fiberglass window frame. VH directed me to BMC stating windows under warranty. BMC responded stating they thought maybe hail damage & manager or sales would reach out (never happened), but in meantime I could contact Marvin directly. Marvin states crack is result of faulty install & directed back to installer. Went back & forth with VH & BMC. VH states they paid BMC. BMC claims they didn't install. Got BMC order receipts, but they can't answer who installed windows they ordered, advised I pressure VH. Total finger pointing, more work/stress for nothing! At one point, BMC suggested I call insurance & I was like, tell them what?? That Marvin says install wrong but BMC won't claim install – think hail?? Part of area is covered (hail would’ve had to fly at angle & turn), 2nd level window directly above 0 damage, & no other windows have damage so ya, not hail. Crack is allowing water to seep in & buckle frame. According to BMC, superficial & won't damage integrity. But according to Marvin, window should be replaced. Nice, huh? Only 3-4 years old!! I suggested to BMC & Marvin that if by slim chance hail & not covered, then they should definitely NOT be sold in TX!! I get an easy blame, but if you want to push that, then don’t design TX homes with such. Just saying. No one buys windows with chance of needing annual replacement. Come on now! Either way, total failure to back faulty product. BMC ignored me over a wk. No reply to 3 emails. Reminded them they were paid & asked if someone else could help. Finally got call back from Lance. It was initially explained he is 2nd in line & got directed to Allison, but hey, after she stopped responding, I was just glad someone finally replied/agreed to come out. He mentioned they now have report from previous owner?? I was walking into work & asked to schedule another day, but he said he wanted to go by that day & said since exterior I wasn’t needed. My husband works out of town. I passed word & he of course wanted to schedule when home. Husband called & left VM attempting this. Lance came anyway. Instead of call back like he said he would, he sent generic email response stating damage appears to be from outside source; does not appear to be from install; superficial & does not impair integrity & mentioned they’d be happy to help if we want to purchase new windows – HAHAHA Seriously?!?! As helpful as they’ve been with these?? I got vibe this was just a check mark to at least finally say they drove down street 1 mile (no joke, live 1 mi from BMC) to look at it in person -conveniently when no one home to deal with. Huge turnoff as we waited a month to get someone out, yet they couldn't wait to arrange time we were home. I left Lance a VM 7 days ago asking him to get back with me as to who they subcontracted to do install? & why now this mention of some report that didn't appear to be on file until last week?? No call back. Knew nothing about this place before, but everyone I talk to has said they won't purchase here. At this point, ready to move on w/ fiberglass repair because all I've ever wanted was just cracks/chips fixed. Pretty simple! Geez! Wasn't anticipating anything spectacular by any means, but damn! Wasn't expecting to leave with taste 10x worse than when I came either. I get not wanting to cover expense, but please get the BS response more organized. Like send someone out 4 wks ago when originally requested. Don’t waste a month of my time & yours going in circles just adding time for more conflicting info to emerge. And I don’t know, like make up some bogus install company with a disconnected number if you don’t want to take credit for it. The more time you allow to drag out only adds to frustration & recommendation to steer clear.

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  josephine chavez

  :: 05 November 2017 15:05:06