UPDATED Nov 2019. Simon addressed our concerns, after this review was made. He personally came to our home and re-sealed all our windows that were treated. He recommended we keep humidity at 0% in home. One window did improve after he sealed it. The other ones did not. He has not recommended a new window pane (removed, new window pane, and resealed). He is nice, and I do think he is trying to rectify our situation. We had 5 windows treated with defogging in April 2019. I suspected at the time, that it was not done properly. The technician procedure did not match what was done on the promotional video. Afterwards, I did explain this to Simon (owner); how the procedure was not the same as the video. He assured me it would take 4-6 weeks to have resolution. In July, still no resolution. He sent same technician out a few weeks ago, to caulk the window. The technician did not address all windows that were initially treated. Attached photos are July 2019 and Sept 2019. We've been in communication with Simon to come up with a resolution. Currently, he suggests we pay more to have him replace the glass. I regret paying so much at the time, and requested re-imbursement so I could deal with another company (we would replace windows at this point!). We really believed all the other reviews here, and on google. I'm very disappointed that I wasted money on this. I will update photos and review if the fogging ever gets better. We've been waiting 5 months.
- Approximate cost of services:
- $1,000.00
- Company Response
Hi Nicole,
So sorry that you are not happy with our services. I do need to publicly clarify a few items mentioned in your review. I have tried to call and left voicemails to inquire about the results following my visit to your place, but have not directly heard from you. Our recommendation in regards to the humidity level in your house is not 0%, we go with the recommendation from CMHC, which recommends to drop the moisture level to 25 - 30% in cold winter months to avoid condensation on the interior surface of the glass. As far as the process that was followed by the technician, as explained during my visit to your place, and following my assessment, the defogging process was correctly followed, even though chemicals used may be different that what you saw in our promotional video.
We do offer a warranty that will give you a 100% credit for the amount paid for the defogging to be applied against a brand new sealed unit, and I remember discussing this with you, and offering you this alternative, given the fact that some of the defogging was not effective. We track our success rate, and consistently from year to year over the 18+ years of doing business, slightly over 99% of the windows we defog give amazing results. In the rare occurrence where the defogging fails, the the client is offered the next best solution: replacing the sealed unit with a brand new one. If we all had known ahead of time that the defogging would not work properly on this particular window, then the solution to fix the problem would have been to replace the sealed unit, which is why we offer this solution as part of our warranty. Over 99% of the time, we are able to save our clients the expense of replacing the glass units, but in rare cases, we do have to replace it to fix the problem.
Again, I am very sorry that the initial treatment did not resolve the problem, but I am committed to resolving.
Please call us at your convenience to discuss further.