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  • After months of searching for a company that could meet our door and window needs we settled on IllumiNation. Everything seemed great, they had just what we wanted, 2 sliding doors at the right price and could get the work done in a timely manor. The installers were quick and efficient even with a few issues along the way they got 2 sliding doors removed and installed in about 3 hours. The issue came about when they were installing the screen. One of the screens latches broke, the installer said that he could go get another from the shop and it fix it in the next day or two, worse case scenario he would have Anthony (the owner) call the door rep (whom he knows personally) to get a new latch and it would get installed the next week, either way they would call the next day. When no one called the next day and a neither a receipt or a warranty packet were emailed as promised i decided to email them, it was May 20th. Anthony emailed back to say a receipt was being sent and a replacement lock was ordered but would take 7-14 days to get in and they would call us. Well 16 days gos by without a call so i call them and speak to Lisa, she says there is no part on order attached to our account so she will call Anthony. She calls back a few hours later to say that parts take a few weeks but should be coming any time now and that they will call. Instead of a call from Illumination a few days later we receive a call from Milgard to set up an appointment for a warranty repair. Of course they cannot make it out until the 30th of June, when i ask why they are calling instead of Illumination they tell me that they had just received a service request that day from the installer, there was no other requests on file. I set the appointment and contact Illumination to again request the warranty packet to have on hand for Milgard when they come. Anthony tells me that ill have to get the warranty information off the Milgard website because he has nothing for me and "he requested Milgard direct to handle the repair under warranty as we never received the parts we requested from them a week ago" (it should have been ordered the 20th of May and i received this email the 5th of june) . At this point it had been 3 weeks since the original issue and from when i was told the part would be fixed in no longer than a week and Illumination had not once called or emailed without prompting from myself so i was a bit perturbed to say the least. Then of all things i get a thank you for being a customer card in the mail and that if i need anything i n the future dont hesitate to call them. Well after the disappointment with their communication and inability to repair our screen in a timely manor they would really have to go above and beyond to prove to us they deserve our business again and since i have not so much as received an apology i doubt they are willing to do anything to correct these issues. So yet again the search begins for a company to replace our 15 windows.
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