INITIAL REVIEW followed by FOLLOW UP REVIEW:
I had purchased a storm door (from another company) for the front of my house in September 2013. It was a beautiful door. The feature I really liked was that the screen was 'invisible' (retractable). Regrettably, when it arrived the colour was off and it clashed with the other colours in the front of the house. Everytime I pulled up to the house I cringed. So I decided to replace it with one that had the features I loved (the retractable screen), but was the correct colour.
I called Canadian Choice Windows and Doors and the salesperson came to the house. I explained what happened and we discussed at length the storm door, retractable screen, and colour. Oliver told me that he could provide a door that was exactly the same door, but in the correct colour. And, he said the door would look even better! I repeatedly mentioned the retractable screen because this was so important to me. Each time I was assured it would have such a feature. Great!! I gave Oliver a $50 downpayment.
6 wks later I got a call while at work from an installer. He was at my house to install the door. What!!?? I was at work so I called someone to go over to my house immediately to watch what was going on and to make sure that the beautiful (but wrong colour) door was not damaged as it was being removed as I had promised it to someone once my new door arrived.
I rushed home after work to see the door. I was stunned to find a door that, though was the correct colour, DID NOT HAVE A RETRACTABLE SCREEN. I immediately called the office (it was 6:30 pm on Monday, and they said they would contact my salesperson immediately and have him call me).
I did not hear back on Monday evening, so I called back Tuesday and left a message. I did not hear back on Tuesday so I called back on Wednesday and was told he was not in the office but that they would give him a message to call me. About 1 minute later Oliver called me back (yes, he was in the office).
We discussed my new door. He 'forgot' that I had a retractable screen. Then he said, "you signed the paper [contract], so that is what you got". WHAT???!!!!
I said, "Oliver, we discussed the features of the door AT LENGTH when you came to my house!!! I showed you the features. I showed you the retractable screen on my front (and back) doors. I made it CLEAR that this feature was as vital as getting the colour right. And I even asked you about the screen multiple times while you were at my home in order to make sure I got the features I wanted."
His response this morning: "The colour is right, isn't it? There was not a retractable screen on your door."
WHAT!!!???
I said, "what on earth are you talking about? We went through this multiple times during our visit!! I want you to come to the house to see, again, the door that your installer took off. THERE IS A RETRACTABLE SCREEN IN IT!!!!!
I am giving Canadian Choice Windows and Doors the opportunity to make things right with my door. At that time I will provide a follow-up review.
Thanks for reading,
Linda Boos
FOLLOW UP:
TToday is January 30 – approx. 7 weeks since the door was installed. On the day after my review (above) was published, the salesperson (Oliver) called me. He agreed to come to my house on Dec 13 to take another look at the door that had been removed. Because he came during the day while I was at work, I had a relative meet him to let him in the house. After confirming the features of my old (beautiful) door, he told my person that he would contact me. He left a brochure (which he did NOT have with him on his initial visit. At that time, he simply described the door that Canadian Choice could offer, telling me that it had all of the features I wanted and more).
Before leaving, HE ASKED THAT THE REVIEW FROM HOMESTARS BE REMOVED and took a bottle of ice wine out of his trunk and gave it to my person to give to me (NOTE: Oliver, please come by to retrieve your bottle of wine).
I was happy to have the brochure. After taking the time to peruse the brochure, it was clear that NONE of the doors that this company offered was even close to the door that I wanted (and thought I was getting). I decided to speak to the manager or owner of Canadian Choice to discuss this problem.
[I tried calling them on: Dec 19, 20, 23, 26, and 30 (on some of these days, I called multiple times). I left messages either on company voicemail, or else I left messages with Mimi (receptionist).]
Oliver called me Dec 17 and left a voice mail. When I listened to it, I had a very hard time understanding the voicemail (accent). I had another person listen to it, but they could not make out what he was saying either.
I texted Oliver on Dec 20 indicating that I could not understand his voicemail message and asked him to text me what he was trying to say. He texted “Hi Linda, you have a 150 discount on existing door or to choose from 3 “hidden vent” options, they are rolling on top”. (as mentioned, not one of these doors was suitable) He also mentioned I could get more information if I call 416-848-6930.
On Jan 6 I texted Oliver to ask him if he could have the manager or owner call me. He sent a text saying that I should call the office and speak with Norm or Simon. So I tried calling them on Jan 6, 20 and 26th (again, multiple times). I was told by Mimi that they would call me back. No one ever got back to me.
On Jan 26, I texted Oliver to ask him why Norm or Simon would not call me back. He texted me, “Owners do not involve themselves in everyday business”.
WHAT??!! I was stunned to read that message, especially since the last line of their reply to my initial review was, “You can give us a call directly to our office at 416 848 6930, and we will gladly speak to you further regarding this, and resolve any issues outstanding.”
My experience was that I was duped into believing I would receive a superior door to my existing door. And following that, I received horrendously poor customer service/neglect by the just about everyone I interacted with at Canadian Choice.
Because of this, my initial review stands.
Thanks for reading.
Linda
