HERITAGE WINDOW & DOORS

Our designer specked custom powder-coated metal and glass exterior doors and windows with sleek expensive Italian hardware. After waiting what seemed like a lifetime for said hardware to arrive on the slow boat from Italy, our new product was installed. I don't recall having any complaints with delivery or service people who came to my home. The problem(s), and they were numerous, were with the very expensive doors and hardware and, most of all, the service (or lack of it). Almost from the get go there were issues with the handles not working properly and constantly needing adjustment, escutcheons falling off, locks being difficult to operate, etc. Then the powder coating started to pop off around the door seams. This was a process they claimed was "guaranteed for life". All this would have been an extreme nuisance but not intolerable had it not been for the complete and total lack of willingness from Heritage to make the situation right. After many conversations and complaints initiated by us as well as our builder, they simply washed their hands of the deal. At one point, when a technician came out, ostensibly to take care of one of the many hardware problems, he called in to his boss and then reported to us that he was leaving without doing the work, relaying his boss' words, "We're not touching it". They wound up alienating us (we never miss a chance to spread the work about what a terrible experience we had with Heritage), our widely respected and very busy builder (who was disgusted and will never recommend them again) as well as a very prominent interior designer. That was back during the housing boom and evidently one lost customer wasn't a big deal to them. Flash forward to 2011--I wonder how business is these days? The frustration of spending that kind of money for "high end" product, finding that product to be totally inferior and then having to deal with a company who flatly refused to be accountable in any way still sticks with us after ten years.