Gem Windows and Doors

I purchased a beautiful door and hardware from Gem almost 3 years ago. I recently called them with an issue and they came out the next day. Gem's customer service doesn't end the minute the sale is complete. With quality and service like that, I would definitely recommend Gem to my friends and family.

Length of time from ordering was very long. I was told approx 6 weeks and it took 10 weeks. The instalation was fairly quick, only the one day for six windows, which I expected. The workers were somewhat tidy but seeing that there was some snow outside making the ground a little wet, they could have been more careful and laid out tarps on the floor instead of tracking water and salt into the entire house and over wood floors/stairs. Their cleanup was fairly good other than some minor debris.

We were very pleased with the entire service, from the representative coming to our home to go through the different styles of doors, with an accurate approximation of when the door would be installed. \the contractor who actually installed the door, was efficient, very clean and tidy.I WOULD HIGHLY RECOMMEND THEM. THANKS

We liked the initial sales consultation that was provided, and the price was comparable to a brand name box store. As well, the installation was handled professionally with little mess or disruption to our finished home.

Our biggest issue was we had the initial consultation on October 22 and installation January 4. While we made a change to the original order and added in another window, it shouldn't have extended the 4-6 week expectation that was given to us to 10 weeks.

We would still use Gem again in the future if the product/price meet our needs. We will provide Gem's name to friends if asked for a door/window place.

The staff at Gem Windows & Doors were very helpful from the minute I walked into their showroom. I knew exactly what I wanted and they were very professional and did not try to sway me in any way or talk me into somethhing I didn't want. The workers were exceptionally friendly and arrived exactly when they said they would. They also put in my new door bell for me.(no charge) They even offered to help me with a small home repair project I was working on! They estimated the job would take maybe 3 hours, they were done in just after 2! I would definetely reccommend this company. I love my new door!

This was our third time using GEM. This time Walter was our installation chief. As with the previous two occasions, the installation crew arrived on time, protected the inside work area and access with drop cloths and performed the installation quickly in a very professional manner. They took away the old windows and cleaned up the work area. Walter showed us the finished work and answered any questions we had. We are very pleased with our new windows.

2 of the 4 windows in our basement needed replacement after we moved into our house. We got a couple quotes and GEM was pretty much typical and since they were local decided to go with them. Apparently it's their busy time of the year, so it took about 4 weeks to get the window measurements confirmed and then another couple weeks for the installation. It took a bit of followup to get the scheduling for the window installation but was impressed when they were able to do it just before Christmas.
The installation went very quickly and the installers were even early for the appointment. Very good quality work and the windows are working great and a huge step up from the old steel frame ones.
We'll definately contact them again when it's time to do our doors !

Finished work within $ and time estimates. Responsive office personnel. Very professional installation team. High quality end product. Very satisfied all around with product and service. Would recommend to others looking to replace windows and doors.

Our experience with GEM was terrible – our windows were installed 6 weeks late and it was by far the worst customer service experience we’ve ever had with a company. The complete lack of respect to us as customers was totally unprofessional.
We were given a 4 – 6 week timeline for installation of two windows in our house, this fit nicely into our first baby’s planned due date 10 weeks later. Over the next 3 months I spent hours of my person time following up with three different members of the GEM team with little or no response, I sometimes left or wrote 4 – 5 messages before hearing back – if I heard back at all. I was promised call backs or emails that never came, and once again I had to chase them down. I was given all kinds of excuses for the delay - vacations mix up, incorrect order, window was heavy the manufacturer and my personal favourite “We are so busy”. After the 6 week deadline was missed I spent one month asking for my deposit back, instead I was given a 10% discount and was then told 12 – 16 weeks was typical for the industry…so basically too bad for us? Finally 12.5 weeks after our initial meeting and deposit the windows were installed.
The only positive part of the entire transaction was the installers – they were professional, friendly and took into consideration I had a 2 week old baby in the house.
I see that many people are writing glowing reviews (and are incented to do so) – but with so many window companies out there to choose from I would not recommend taking the chance that you will have a disastrous experience like the one we had with GEM.

The workmanship for the measurements, installation, and finishing touches were excellent. The accessory handle for the door opens easily. The salesperson helped us choose the right door and the right colour from the showroom models. The installers gave us helpful instructions on using the door in all seasons.