Gem Windows and Doors

One of the latches on my storm door window recently broke and I did not know how to go about fixing it. Jim from the service department, was very helpful and assured me that the broken latch could be replaced and that he had the replacement part in stock.
I Decided to make the attempt to replace the broken latch myself, so I met with Jim in the showroom where he took the time to show me how to replace it. Following Jim's instructions, I was able to successfully replace the broken latch on my storm door window.
Thank you Jim and Melissa for your help.

Would never recommend this company to anyone. My 20 replacement windows were installed on May 5/21 at which time they encountered several problems with my customized window shapes. When this was first identified by me, they reassured us that they would fix them and make us happy and coerced my wife to sign off on the deferred financing paperwork. Today is just shy of 6 months and my windows are not completed and I can't even get someone with authority to respond to me on when they are going to get everything fixed. I have called and left more than a dozen messages with no reply or acknowledgement. I really regret using this company and should have used another company. I am escalating my negative experience to the Better Business Bureau and Pat Foran at CTV news.

We are very satisfied with the excellent service provided by GEM Windows!. The staff is very committed, the windows are high quality and the installation guys are very efficient and friendly.

Probably the best windows place in the GTA!

The installers were brilliant. Completed 26 windows in 2 days. Work was good and acceptable quality. Mostly cleaned up after themselves but some garbage left for us to dispose of. One minor problem of edge sealing but no big deal. If you use GEM get the contract fully checked before you sign, we had some unexpected issues. They said they accepted credit cards but didn’t explain they charge an additional 2.5% on any payments made after the initial payment. They did drop this requirement for us when I informed Amex - this is not permitted by credit card companies.
Price was competitive and I would use them again.

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.

Sales person was great, installers terrible, did not seal the windows because the brick was not on, did not mention this to me. Water pour into the basement wall.
The sliding door is a different white from the storm door which is grey and the mesh is coming apart. I was told that if I paid attention in the show room, I would have notice this.
The owner, Jim come up with excuses not solutions. He said he will fix the mesh at his convenience.

Tas at Gem provided us with exactly what we wanted. A beautiful set of windows to match the door that we purchased in October. The installers showed up right on time and proceeded to professionally install and clean up like they hadn't even been here.

I must say that I would definitely recommend Gem Windows and Doors to everyone. I found the process went well and the installation was done smoothly. My parents as well have used Gem Windows and Doors and was also very pleased with the services.

Great experience from start to finish! Visited showroom placed order with Seymore, he showed us sample of door we were looking for, chose color that matched our stucco perfectly. Installer was very helpful, everything was perfect. Thank you GEM

Third time using GEM. They have been in business so long that the owner and I caught up on our lives over the past 10 years. Installed sliding doors (replacing a window) and carefully removed bricks. It looks fantastic. Also replaced another window with one solid pane and it makes it look massive. If I had the $ I would place an order for my remaining windows. When the measurer came (Walter) he repaired my gate that had a broken hinge and the installer (Joe) fixed a window track as courtesies. Melissa did everything to align the schedule with mine.