Our experience with Luxe Concepts--including Joyce, Howard, Arturo, and Carol, whom we understand…read moreto be the owner--has been extremely disappointing. We repeatedly requested that senior management investigate a serious problem involving Luxe's installer, Jose, but instead of addressing the evidence, the company dismissed the matter and refused to accept accountability.
Luxe acknowledged that Jose is employed by the company as an installer. Our contractor brought Jose to the property as his "window guy" for the specialized window work. Jose came to the house for the measurement visit, and Howard confirmed that the measurements Jose submitted were used for the order. Jose also communicated a quote that included an additional $2,500 for installation labor and materials.
Howard specifically asked us to provide written proof that Jose was the intended installer and said Luxe would investigate if we produced it. We then provided written messages confirming that:
* Jose was the "window guy."
* Jose came to the property for the measurements.
* Jose communicated the installation quote.
* The additional $2,500 was specifically for installation labor and materials.
Rather than investigate that evidence as Howard represented, Luxe began deflecting to other names appearing on the paperwork. That does not address the central issue: Luxe's acknowledged installer was brought to the property for the window work, was connected to the measurements used for the order, and communicated the installation price.
We escalated the matter to Joyce, Howard, Arturo, and Carol and asked management to review the documented facts, explain the conflicting accounts provided by Luxe representatives, produce the original measurements and specifications, and propose a reasonable resolution. Despite involving the company's staff and ownership, no one took responsibility or meaningfully addressed the evidence.
Joyce's final response was simply: "We will not provide anything at this moment since the order has been completed."
Calling the order "completed" does not address improperly measured or configured windows that cannot be installed as intended. The response was dismissive, unprofessional, and demonstrated a serious lack of accountability and concern for the customer.
Based on our experience, we cannot recommend Luxe Concepts. Customers should obtain written confirmation identifying who is responsible for measuring, selecting the window type and configuration, submitting the order, installing the windows, and correcting any resulting errors before making payment.