I got a number of estimates for a new door and consumer choice had the best price because of the spring sale. I am very pleased with the overall product and the installer, Allan, was great through the process.
The customer service was not very good. I felt very rushed by the salesman, as I seemed to always be his last appointment. When I signed the contract for the door, he added it up incorrectly. I called him right away and he assured me that he would correct the total and the deposit amount on his end. The incorrect deposit amount was charged so I called him again and he told me he would fix it. A few days later, it wasn't done. I called to speak to someone else and was placed on hold for a long time. Someone finally picked up and placed me back on hold after I told her what I needed. I was on hold for a long time again and the receptionist picked up and told me that the person who placed me on hold the second time went on a break! I left a message to advise I was not impressed with the service. The Sales Manager called me back and was very nice and assured me she would see my file through to the end. I called her back almost a month later to see when the install would be happening and left a message for her. I waited a week and she never called me back. I called again and they set the appointment for the install. Once it was done, part of the Spring Sale was that we get the amount tax returned to us. I called about 2 weeks after the install to see when we would get the cheque for the tax and was told it wasn't in my file even though I discussed with the salesman and the sales manager. I had to send an email to advise what I had been told. The cheque was received quickly after I sent the email.
The total process took almost 2.5 months to complete and the customer service was definitely lacking, which was very disappointing because the product is good...but I don't think I would come back or recommend them because of the customer service, which is something they seem to pride themselves on.
- Approximate cost of services:
- $2,500.00
- Company Response
Thank you for your feedback. It’s great to hear that you are very pleased with the products and our installer. Our policy is to return all calls received before 3pm within the same day and all calls after 3pm by noon the next business day. I’m sorry to hear we didn’t return your call in time. We will definitely look to improve in this area.
The HST rebate usually takes up to 30 days to be refunded after the completion of the project and yours was paid in 2 weeks as you indicated.
I know you feel the project took too long. However, entry doors are custom made to your specifications and have a longer lead time. Our records indicate that we were able to complete your project in just under 8 weeks. We are disappointed to hear this didn’t meet your expectations. We hope you continue to enjoy our products and look forward to any opportunity to work with you in the future.