I bought a garage door and a patio set from GEM for our Coach House. Paid in full. Two years later work still not completed.
They installed the garage door incorrectly so the Wi-Fi system doesn’t work. It is apparently missing parts to enable this functionality. GEM had no answers and the installer didn’t know how to install the system. This is on top of the first door being ordered the wrong size, forcing us to live with secured plywood on the opening for a year before the replacement door was provided. When the replacement door arrived, it came without the windows we ordered and paid extra for. Additionally, the hardware - handles and hinges - (which we paid extra for) have not been installed.
The Patio Door set is a complete disaster. There have been three sets of doors built for installation. The owner (and I question if he really is the owner) told me, when the first door set wouldn’t fit, it was because the manufacturer’s CNC machine was incorrectly set. The second set GEM broke the door during installation, and the third set is still awaiting a lock mechanism. Plus, there is damage to the floor tiles from their installation attempts (grout, etc.). From arrival of the first set of doors to the third set being installed was 22 months. The doors were a stock size and stock color.
Customer communication is non existent. The owner blames others – his own sales man, the door manufacturer and then my contractor. He never takes or accepts responsibility. I understand nothing runs smoothly but when you screw up you accept responsibility and move mountains to repair the error and the relationship with the customer. Jim does none of that – he blames everyone else and NEVER returns a call.
- Company Response
Thank you for sharing your feedback regarding our service, we are sorry your experience did not meet your expectations, for 60 years GEM has endeavoured to attain 100% customer satisfaction and we are proud to say that in the vast majority of cases have been able to do so, but in these rare occasions when we do not, we take customer feedback very seriously and make every reasonable effort to rectify any dissatisfaction. We are currently looking into your file and investigating this issue and we will contact and advise you accordingly to a solution in due time.