After talking to some references provided by Trevor, (the owner of Architectural Windows- and only contact person it later turned out), we decided to choose his company over 2 others that quoted on replacing all of the windows in our Victorian house. Unfortunately, after taking a $10,000 deposit the promised 6-8 week wait stretched to 6 months. During this time, it was extremely difficult to get in touch with Trevor, and when we did, he was evasive. I realized that I had made a big mistake hiring this company. Then in early February, we were shocked to hear that the windows were ready to be installed. Mike McKenzie (a freelance installer hired by Trevor), did an absolutely amazing job. We were extremely pleased with his work, and his attention to detail- in complete contrast to Architectural Windows. When Mike was finished his installation, Trevor showed up very quickly to ask for the remainder of the money owing. He claimed that he needed the money to pay Mike and his crew of installers. We were so pleased with Mike that we wanted to see him paid quickly, but being somewhat cautious, we held back the final 10% until the job could be completed to our satisfaction. There were a few small problems with screens not fitting properly, an area of bubbled finish on the paint of one window, a cracked window and a split rubber seal on the bottom of one window that we asked Trevor to rectify. Since then, Trevor has returned to his evasive self. I've made about 20 phone calls to him and have sent e-mails and text messages outlining what needed to be done. I was always polite and pleasant, and the two times that I actually did get him on the phone, he promised to phone me right back after his "meeting". I'm still waiting. The windows were installed four months ago, and none of the deficiencies have been rectified. I have called Mike McKenzie (the installer), in desperation, to see if he could help. Apparently, he was never paid the money owed to him for his work on this job, but he is trying to find other suppliers who can match the screens and replace the cracked window for me. He, apparently does care about his customers. Trevor apparently does not.
(Note: I finally managed to get Trevor to talk to me on the telephone today. He has promised that the deficiencies will be taken care of this week. I'll update this review if and when that happens.)
- Approximate cost of services:
- $20,000.00
- What could this company do to improve their services?
- Communicate with customers. Finish what they start. Do what they say they will do.
- Any advice to offer fellow homeowners facing a similar project?
- Hold back 50% of the money until the job is completed satisfactorily.