Canadian Choice

Since we have been fully satisfied with this same company in the past, we decided to forgo getting estimates from others and get our house updated during the 2014 March break. The price was very reasonable, and Alex D. did a great job in finding the proper windows and door for our home and got the order scheduled to be delivered during my holidays. I was quite satisfied up to this point and had no complaints through that process.
Very soon after I placed the order, I felt that there was already some disconnect between the installer and Alex because I was not advised of an installation date until the day before. Quality of the windows is 3.5 out of 5, but the patio door that we installed this time is NOT the same as what we've had in the past. The lock is scuffing the white vinyl and the locks are offset so it's more difficult than it should be to properly close the door. Caulking was missed on the entire frame around the window interior. When your salesperson tells you to call the installer directly with your problems, and the installer says that this is not his issue, this is very poor customer service.
In my opinion, the salesperson needs to accept responsibility when there is an issue. If that person isn't the right person to resolve the issue, then he needs to get the right person to contact me and follow up. That is what customer service is all about. I'm still waiting for a resolution and I should not have to chase people.
One word of caution: If you are from the Hamilton/Stoney Creek area, be advised that you are not local to this company and that you may suffer in lack of after-sales support as I have. The installation company is an out-of-town contractor and not their company as they advertise. In the past, the installers have called me when they were "in-town" already on a job. With my busy schedule, I just can't accept this. I have proposed multiple dates 1-2 weeks in advance as I am a reasonable person, but to no avail....