They are presently installing my 6 foot patio door and my flashing of 22 windows is to be done today. I am excited to see the results when they finish
Update: as I was pretty much pressured to change my first review I will try and rewrite it, I ordered my windows and patio door in October of last year 2013. I ordered 10 single hung windows, a 6 foot patio door and 3 picture windows for my home. I was told installation date would be around December 10 just in time to enjoy the benefits and see the savings of having new windows installed. After some time of not hearing anything from anybody about the status of my windows ( a courtesy call would have been nice considering they were already a couple months late with installation ) I took the time to call them about my windows, they were running behind schedule and had assured me the installation guys would be there within the next couple weeks to start installation. February was when they finally decided to show up and start my installation. It took a couple days has I has expected it would take to install my windows because this was a big order but I also expected them to finish the job they had started. I ordered frosted glass window for my bathroom which I never received instead I had gotten a frosted glass window in my fixed window in my dining room that I am unable to look out of. I was then argued with that I never ordered a frosted glass window at all, but clearly I did or there would not have been one sent at all even if it was put in the wrong frame. I get that matter cleared up to be argued with that I dont really want my whole bathroom window frosted because I will not be able to see out if it ( which is what I want in the bathroom for privacy) I was then assured that in a maximum of 2 days they will be back to switch my glass for the proper glass I ordered. I was told this was a simple task and will not take any time at all just 2 days for the glass to come in and when they come back they will do all if the flashing on all of my windows and start the installation on my patio door ( hadn't even been started yet ) but he needed the check so everybody can get paid and he has bills, of course I believed him he wrote on the bottom of my bill that he needed to come back and install my patio door and outside capping needs to be done left his cell phone number on the bill and kept repeatedly promising me over and over he would be back in a couple days, even said that the paper work has to be submitted to head office so even they know he has work to be finished in my home and if it wasn't done he could get into serious trouble and possibly even fired, so naturally I believed him when he put it like that. Now a week has went by and I'm starting to wonder, now 2 weeks and I figured I would have gotten a call with some sort of explanation but instead I got nothing. I decided to call the head office in Concord and asked who I speak to if I'm having troubles with installation a very rude lady answered and told me to call the sales rep I ordered my windows from and hung up on me. I did just that and by this point I was very irritated and starting to question my decision to go with this company and I most certainly would never have handed over the check if I for seen this happening. Once again I got answering machines as usual I left messages to my surprise around April I finally got an answer they had been out of town working, they were sick and the weather was way to cold ok so I bought the excuses again and was told they would be here in the following week to complete things. I'm not about to get anybody fired especially in this day and age when work is hard to come by, I just wanted what I had paid for. During this time I waited patiently now another month had gone by and still nothing so I called john I figured he must know what is going on with the installation and his employees much to his surprise he knew nothing, he was under the assumption that my house had been finished and had swore he would look into things and get back to me ASAP. He relayed to me that the wrong size frosted windows were ordered so we had to wait for the right ones to come in but in the mean time my capping would be done and agreed with me that without the capping my brand new windows looked horrible. The beginning Of July 2014 I decided I had had enough of being given the run around, I decided to write a review here and within 48 I finally got some response and the ball started rolling, I seems that my 0 rating upset some people. unfortunately that's how I felt and still do with the service I received. He seemed concerned with my situation and had offered dinner for my family because of all the troubles we had gone through I was impressed and then he brought up my 0 rating and tried to persuade me to change it which I didn't feel comfortable doing given all the chances I had given this company but told him I would consider it and in the mean time I would change the review he said he would call me the next day after making a few calls himself to find out what was going on and to get my house finished as quick as possible even if that meant bringing in another crew from kingston to do it. I didn't hear back from him instead I heard from mike and Chris the original installers to set up a time to come finish their job. Once they arrived as scheduled before work even began my 0 rating was brought up again they wanted me I change it. It seems all this company cares about is good ratings not customer satisfaction, I was starting to feel quite uncomfortable with all the pressure that was put on me to change my 0 rating. It is now November and my frosted windows have still not been changed, during the end of july and into the beginning of August there was numerous phone calls back and forth about the installation of my patio door. The installers mike an Chris informed me after I bought the patio door that hey didn't do masonry work so I would have to hire someone myself to do the masonry part, I feel this should have been explained to me before purchasing the patio door or I would have never bought one, needless to say I found a masonry to do the job but between mixed schedules missed calls and no shows my masonry was not able to show up until part way through the demolition of my brick wall to make room for the patio door. I didn't need to worry tho because mike and Chris had brought some guys from kingston that knew brick work and were going to pay them out of his own pocket for the run around with my house and if once again I would change my 0 rating. My brick work is a mess half of the time my patio door will not close tightly and lock, my frosted windows have yet to be finished and while installing my patio door one Of the men dropped a piece of metal on my back deck and left a big hole and didn't even bother to mention a word that they had done this damage, I happen to notice the hole myself and asked what happened they laughed and said "oh we dropped the metal beam" no sorry's no nothing. I have 9 children living in my home plus my grandson that was just trying to figure out how to walk, it was the beginning of summer and we use our deck constantly, that hole was an accident waiting to happen. My husband called head office very upset, head office asked for pictures we sent pictures, all they had to say for themselves was " were not going to do a thing for you" and hung the phone up. Even if they were sick of hearing from us I didn't think talking to customers in that manner was acceptable. I think my 0 rating was fair and after all is said an done and now waiting Over a year to get a product I paid for I feel that going in the negative digits would be more appropriate. I also strongly suggest doing your homework on this company as I have spoken with the better business bureau and the ministry of consumer and business services. I am done being takin advantage of
- Approximate cost of services:
- $17,000.00
- Company Response
Hi Tammy- We are sorry for the delay that you experienced. However, as you note, the flashing on your home was completed a few days ago and we understand that it looks great. Please accept our sincerest apologies for the length of time this took, but know that we'll always be there for you should you ever have any issues down the road!