Chosen Wood Window Maintenance

We had a really great experience with Chosen wood Windows. Very easy to work with and figure out times with my crazy work schedule. They followed a strict dead line and their quality of work was amazing. Unlike most construction companies we have used, they didn’t leave mud trails through the house, showed up in the window of time that was agreed upon and again, the quality was great! I’d highly recommend them if you want your wood Windows done CORRECTLY and from a company who clearly takes their job seriously!

This company was chosen by the previous owner to fix a broken window. The original purchase date was in May. We knew on closing the window would not be installed but was told it would be no later than the second week of June.
After moving into the house we gave them a month and then called to check the status. After a few left messages the receptionist finally called back to say the window was still on order and would call when it came in.
After not hearing from them for a few weeks we called back and was told the window was in and they would be scheduling installation later that day. Two days later we called back and she finally scheduled it. We called the morning of delivery to confirm and she said they broke the window putting it on the truck so it had to be reordered.
After waiting two weeks we contacted them again and delivery was finally scheduled however when they came to install it ended up being the wrong window.
So after the third window order and two more weeks, it was delivered and installed. However, the crank did not fit the window, so the installers said they would order a new one and let us know when it came in, should be a few weeks.
A month later we called and the receptionist she said was scheduling about a week out but would get back to us in a day or so with date of delivery and installation. We have continued calling back leaving messages with no response.
Three weeks ago on a Thursday we left one very blunt final message telling them we would be contacting the BBB, a lawyer and the news media if they did not call us to fix this issue by 5pm on Friday.
And we have yet to hear from them.

2.5 stars. In short, much of the work was well done but given the poor communication and poor carry-​through, we would not recommend Chosen as your window contractor.
To give more of the story, we had contacted Chosen in May to repair a number of window sills suffering from dry-​rot in our newly-​purchased but built-​in-​1927 house. Their bid came in a little on the higher side but it felt like a worthwhile investment to go with a company that specialized only in windows, especially windows in old homes. While we were at it, we also chose to bring several windows up to better efficiency by installing slips (a second windowpane) on them; one window, a large one, required a new sash to be built in order to accommodate the additional glass. We understood that summer was their busy season and agreed at the beginning of June to a start date the first week of July. We were told this would be a 3-​day project which was great because that would leave us plenty of time to have everything done for when we moved in on July 31. The project start was delayed by a day (no big deal) but then it was stymied by the lack of the sash for our large living room picture window. Their excuse was that they didn’t have one ready — for a project that they had known about for more than 4 weeks. The sash was then built and installed on July 31^st, but several calls to the office during that time yielded no communication as to when we could expect it to be ready. Instead, we received a call on a Thursday afternoon asking if they could come by first thing the next day. Once that was done, we were just waiting on the painting. Fast forward another few weeks, to mid-​August, and we’re still waiting for the sills, sash and trim to be painted.
We had been informed in the beginning that Chosen did not do their own painting. Because of that, we had tried to get the name of their recommended painter so we could contact him ourselves and make sure we had him lined up. However, we were told that Vern (the owner) would take care of it. Throughout July and the beginning of August, numerous calls and emails yielded no definitive answer on when the painting would start. Communication was with Katie in the office who was nice but just had no information for us. Vern himself (or any other management person) never called to clarify what was going on. The final straw was when we were told that the recommended painter could «squeeze us in» in another 3 weeks after he finished a new project he would be starting the following week (which was already many weeks after we’d been peppering Chosen with questions about the painting process).
We understand that there are things out of Chosen’s control, but 1) they need to have a better relationship with their partners and 2) they need to be better communicators. If we had known that the process would be so drawn out, we would have just gotten painters ourselves. Two rainstorms on our unpainted new sills and nearly 5 weeks after we were told the project would be done, that is what we are doing.
We hope no one else has to go through this process. Please choose yourselves a more reliable outfit than Chosen.