Smart Choice Windows & Doors

Windows & Doors Installation & Service
Toronto ON M3J 2V6
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HomeStars  >  Windows & Doors Installation & Service in Toronto  >  Smart Choice Windows & Doors  >  New Front Door - Decent Finish - Overall ok-ish customer service
Chris
Chris
3 reviews Toronto, ON
6/10

New Front Door - Decent Finish - Overall ok-ish customer service

Be advised of my story. After months and months of waiting (approx. 4) they came to install the door. The door was not what we discussed and it couldn't even fit the standard door latch we had chosen. (not exotic at all it was Schlage brand from Home Depot) and the glass insert was different from what we had asked for. After some discussion with someone in the office they agreed to redo the door. It took a very long time for them to remake the door and book a time to reinstall the door. few months later as we moved into fall we noticed a draft coming from the door and a visible gap became apparent in the seal around the door which I believe stems from the replacement door being made slightly too small. This was brought to the attention of the company on many, many occasions asking them to come and reseal the door/fix the issue. After some more delays and excuses the door was repaired.

Positives are:
After Making a door with issues they agreed to replace the door which shows they stood buy their product (this is key for me)
Door itself seems to be well constructed
They fixed issue with draft coming in.

Negatives are:
The replacement door did not fit all that well and was drafty
Getting them to repair the draft was like pulling teeth but they did it

Approximate cost of services:
$2,700.00
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Company Response

Hello Chris! Sorry for the issues and troubles we made you. First about the glass! You choose a glass and then you change the design and unfortunately the sales rep didn't changed that in the contract, this is why the first glass was installed. The lock didn't fit cause of the shelve that you wanted to have on the door. But at the end we did replaced the whole door to your satisfaction. About the timing, unfortunately it takes a long time to get a custom door, especially painted. You purchased the door in April and it was installed in June, its a very fare time for custom door. For the draft i apologize for the inconvenience but i did speak to you and we did tell you that its been crazy busy cause of end of the season. I apologize again for a long time that the service is not done but that would be finished very soon. Hope to change your mind about our company soon. Sorry for the inconvenience.
Happy New Year!!!

Previous versions of this review:

Chris
Chris
3 reviews Toronto, ON
1/10

New Front Door - Upset customer poor quality/fit/customer service

Be advised of my story. After months and months of waiting (approx. 4) they came to install the door. The door was not what we discussed and it couldn't even fit the standard door latch we had chosen. (not exotic at all it was Schlage brand from Home Depot) and the glass insert was different from what we had asked for. After threatening to withhold payment and a heated discussion with someone in the office they agreed to redo the door. After many phone calls and emails they finally booked a time to reinstall the door (late summer 2018). The door was installed. few months later as we moved into fall we noticed a draft coming from the door and a visible gap became apparent in the seal around the door which I believe steps form the replacement door being made slightly too small. This was brought to the attention of the company on many, many occasions asking them to come and reseal the door/fix the issue. The excuses we have hears so far are "I have been away" - twice and "The guys are extremely busy" - at least twice. We are now at the point where the company no longer responds to emails and makes excuses to get off the phone with us.

Seems pretty simple to fix right?

Please see attached is a photo of the gap in the door were the light comes in also see how large the gap is between the door and the doorjam.

PS we know another couple using this company for a job and they received a call in the last 7 days to install their door or windows. which means they are only too busy to fix our issue.

Approximate cost of services:
$2,700.00
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