Although I do not agree with most of the commitments outlined on their website, I object particularly to the “Exceptional Customer Service” statement. Let me explain.
Late December 2020, my husband and I contracted the company (Collingwood office) to customize two bay windows and a patio door. Although the price tag was notably higher than some of your competitors, we felt it was justified by the quality of the products and the commitment we received from your salesman. Assuming everything went as planned, the windows were to be installed by the end of February, with the door following a couple of weeks later.
Shortly after the crew arrived on the scheduled date, we were made aware that they did not have the door. Nevertheless, we were happy to at least proceed with the windows (and did so, even though, they did not match the order - we were offered $1000 discount to have the windows installed anyway).
Back to the door now. After confirming with the office that the door was indeed not at the shop, we waited two more weeks for a reschedule, at which time, the crew confirmed that not only the height and length dimensions had been switched, but the door opened from the wrong side and the inside custom colour was applied to the outside. If praised on the number of mistakes one can make, this company would receive high praise!
Ok, as of mid-May, we had windows but no door. After a few calls, we received an email confirming that the new door was rush-ordered and should be in your shop by end of June.
We are now mid-July, and not only have we not received a door, the company is unable to provide an ETA!!!
Again, this company claims “Exceptional Customer Service” and “paramount” belief in communication.....but forget to mention the "black hole" ....
- Company Response
We’re very sorry to hear that your experience has not matched your expectations, Corrine. Your feedback regarding coordination and communication is appreciated, as it helps us to improve.
We do acknowledge that, as with many construction projects, there have been a few hiccups along the way, however our managers and teams have worked efficiently and professionally to try to make it right for you. As you may know, the Covid-19 pandemic has created challenges for many industries and businesses. In particular, the construction industry has been hit with significant delays in production of some materials. As mentioned during your multiple conversations with our office, your replacement door has been ordered and we are working with the manufacturer to get a firm delivery date and as soon as we get that date, we will follow up with you.