George Kent Home Improvements Ltd

We signed a window replacement contract (triple pane windows, basement windows and patio door, all brick-to-brick installation) with George Kent and paid $3000 for downpayment on March 27th, 2018. The order is qualified for GreenOn Rebate Program. The salesman Glenn Munro promised to us that it only took 10-12 weeks to finish the order and installation. On May 11th, we got the email from George Kent saying that our order will be delayed due to the production delay of manufacture. After that email, we haven’t got any update on our order or any news from George Kent. Until June, I called their office couple times for further update but nobody answered our calls. Then, we went to the office and talked to Glenn about the status of our order. He told us to wait until September to get the order done and the worst case scenario was they will get the installation done in October. He told us if we were unsatisfied that arrangement, we could decide to cancel the order. At that time, however, we had no other choice because the government had already cancelled the GreenON program. It’s too late for us to cancel the order and found another company to do the job. Two weeks later, I sent the email to their customer service manager Maria to check the status of our order but she replied us that there’s still no news from the manufacture and said they will get the installation done before October 31st, 2018. Until August, we still haven’t heard anything from George Kent and we went to their office again to check. I talked to Maria this time but she said they still had no news from the manufacturer. I told them I need to know the status of the order and get the installation done as soon as possible because I will be away for a few months for working. I explained to her my mother is not able to speak English and she needs me to translate and pay for her before I leave. Maria answered me very impolitely that it’s not the excuse for me to get the update for my order. My mother felt very uncomfortable and racial discrimination in her attitude even she didn’t understand what she said. Maria said she could not even confirm if they could get our installation done this year and told us to downgrade our windows to double pane even our contract stated that all our windows are triple pane. We requested to talk to their boss Wayne Palmer to see if he could help us to solve the problem. Unfortunately, he could not help us to get update on the status of our order and said we could cancel the order if we were unsatisfied, like what Glenn told us before. He added that he was very confident that we will get our installation done in October. We waited until yesterday, October 4th, and we still haven’t had any update from the company. We went to their office again to check. It’s ridiculous that Glenn and Maria still haven’t had any update on our order and asked us to keep waiting. Then, Wayne told us they just sent my order for only first 10 windows to manufacturer for manufacturing couple days ago and could only get 10 windows installed before the end of October to avoid GreenON installation deadline expired. He told me to wait if other customers are willing to cancel their orders in order to free up time for the manufacturer to get my order finished for the other windows. I was very unsatisfied and asked him why he didn’t explain to me what our status was in the beginning and kept promising us the impossible installation date even they haven’t sent our order to the manufacturer. He told me he could not do anything with the manufacturer and asked us to check with the manufacturer by ourselves. He could not even confirm the date for installing those 10 windows qualified for the rebate program and told me it would be a l ie if he gave me the confirmed date. We are very frustrated and upset how this company deal with us for last 6 months. They never explain their ordering procedure in the beginning and within the last six months or get any update for us until we have to drive to their office to ask them face to face because they never answer my calls. They mislead us to keep waiting the whole summer I don’t know if we can trust this company anymore because they keep giving us the fake promise many times. Wayne doesn’t even have a plan what to do if they cannot get my 10 windows done when we ask him and keeps asking us what we want him to do. They are very dishonest and try to conceal the everything and procrastinate our order in last minute in order to compel us to follow their unfair arrangement. Otherwise, they told us to cancel the contract even though they know the GreenON program has already expired. I am not sure if they want us to cancel the contract in order to help them to free up time to finish other people’s order. The customer service is very horrible and disrespectful. Their staff Maria made my 71 years old mother very sad to suffer her bad attitude. Some of my old wooden window frames start to rot seriously after several of rainstorm. We just want them to fulfill their promises and get my order done in October and no more delay. We have been very patient for more than six months but this is very unacceptable for us to keep waiting. We have kept changing our home renovation plan and personal working schedule in the last six months to wait and we found that it just wasted our time for this fraud.