SHODDY WORK AND UNPROFESSIONAL BEHAVIOUR.
DO NOT BOOK THIS FIRM TO DO YOUR WINDOWS.
POOR, POOR SHODDY WORK AND UNPROFESSIONAL BEHAVIOUR.
Both my husband and I are totally dissuaded with the extremely poor unprofessional work done on the two-bathroom double panes windows. And to say that the bent, buckled white facings on the outside of the windows and the large chunk of wood that was missing from the inside open window was there before they started the work. We have pictures of all our outside and there is no damage to any windows. We were told a picture was taken before they started the work. However, we asked to see the picture but as of, yet they have not produced one.
Dates: September 13th
Had an appointment with N---- at 9:00 am.
He arrived to look at the foggy windows and the one bathroom with condensation. We talked and he gave me some verbal quotes. I then asked N---- to give me just a quote on the bathroom windows. Which he did verbally, and he took the measurements for the bathroom windows. I did phone him just after he left and asked him to send me the quote via e-mail. So, I could show the quote and discus with my husband. The quote was for $736.54
Later I phoned H----- at Glassdoctor and made a booking for October 3rd also payed via e-transfer half the amount which was $368.27.
October 3rd:
Had an appointment for 9:00 am. H------- and A--- arrived late. Arrived about 9:20 am or so. I let them in, and they got to work on my bathroom windowpanes. The quote included both windowpanes. One of the windows opens. We have wood framing on the inside and white metal on the outside. It took them a long time to do the two windowpanes. When they had finished, I believe it was H------- that brought in the paying machine and I paid the owing amount which was $368.27. He then went on to express that it was cold, and I should have had my window done in the warm months. They left at about 12:30 pm.
Later I went outside to look at the window. The white metal facing was bent and buckled. On the inside a large chunk was taken out of the wood frame. I was so upset I phone H----- and spoke about the poor work done. She said she would investigate my complaint. When my husband came home, he also looked at the damage.
I did not hear back from H-----, so I e-mailed her and asked what was happening? She e-mailed me back stating that a picture was taken and that she was informed that the bent and buckled metal facing were there before work was started. I e-mailed her back and asked for a picture of the before work. I waited until the next week but again head nothing, thus I got in contact with H-----. She said she had seen the picture BUTTTTT now the picture is gone. I was told not to worry it would all be looked after. I also mentioned to H----- the comment about it being too cold to remove and replace windows. She quickly stated that is not true windows are done 12 months of the year. I also expressed my concerns about people not telling the truth.
H----- did send out T-----to look at the damage, he took pictures and removed one metal facing.
October 22nd:
It is now later in October and I have heard not a single word again. I e-mail H-----. She said she had not heard from the metal people and that she will look to finding some other firm to make the metal facings. In the meantime, she asked if I was home and if she could send someone over to get the measurements again? I said yes and I would be at the back of the house doing garden work. Well H------- and A----arrive. I was not pleased at all. H------- said he wanted to take the open window out. I said no and asked them to leave as they had already caused damage to the inside and outside of the open window. I emailed H----- about the removal of the window and said I do not want the two males doing any more work on my window.
October 23rd:
E-mailed H-----about having T----- come and look at the window.
October 28th:
T----- arrived to remove the window.
November 12th:
My husband visited the Glassdoctor at the above store. He asked to see picture but again not available.
It is now November 15, 2019 and we still have for the last three weeks a board over the open window they removed. Why would they remove a window without having the materials ready??????
- Approximate cost of services:
- $736.54
- Company Response
Based on the position of the damage we could not have caused the dents in the white aluminum, however we have agreed to replace the damaged pieces anyways. These windows are removed and installed from the inside. The only thing done on the outside is a knife is used to cut the silicone bead. It is impossible for the dents on the top of the frame to be caused by the knife.
You have not provided any pictures of the damage to the wooden interior frame like I requested.
The second piece of metal framing cannot be removed without removing the window. We decided that it must be done in our shop to minimize the potential for damage as your windows do have rot in the wood, and to have the best change of saving the glass unit as it needed to be removed as well to get the aluminum off.
Because of the age of your windows the aluminum part was not able to be sourced. We had to have the pieces manufactured. We have no control over the manufacturing timeline of other companies.
We only provide digital quotes. There is no way for the estimator to give you anything other than a verbal quote. Digital quotes are sent out to all customers who provide an email address.
As for the arrival times, it is a 1 hour arrival window which was explained when the appointment was booked. Your appointment was for arrival between 9 am and 10 am. My installers were never late to any of your appointments.
H and A are my mobile installation team. T does not usually go to customer homes. Your demand that it only be T who comes to your home is a major factor in the delay of ordering the aluminum because he is booked in the shop and unable to go out. He came to remove the window at the earliest possible date. This demand will also cause the reinstallation to be delayed.
As stated above, the second piece of aluminum could not be ordered without removing the window.