Deborah in Richmond Hill

Ordered 2 windows and two doors on Oct 10/20 from Canada Windows and Doors. We were contacted by the company on Dec 9/20 to inform us of a delay for the install and that there was a mix up with the window order. Okay, we understood. Install took place on Jan 20/21. There were some issues such as a bubble on the outside front window in the insulation trim, the wood trim had not been put back, a 1 inch gap at the bottom of the side door (in January) and our dissatisfaction with the caulking job around the doors. We contacted Pierrette who told us to pop out the bubble ourselves which we did not want to do for fear of damaging the window. As for the gap at the side door, we dealt with this by stuffing a towel in the gap to keep critters and cold out. Not ideal in January into February. It was also not pleasant to look at the red tape due to the trim not being put back in place. Pierrette sent James out (Feb 8/21, almost 2 1/2 weeks after) to put back the trim and in some cases new trim had to be cut and put up. James did a good job with the trim. The side door gap was a simple adjustment and the bubble was dealt with by James. James agreed with us that a better job could have been done on the caulking and we set up an appointment with Pierrette to have James return in the spring, in warmer weather, to repair the caulking. We had an appointment set up for Apr 29/21. We made arrangements to take time off from work to be available for the appointment. James did not show up or contact us on the morning of and only after a call to Pierrette did she inform us that James would not be coming out due to the current pandemic lock-down and that the appointment would need to be rescheduled. In July 2021 we contacted Pierrette by telephone and email to reschedule. She claims she did not know what the problem was and asked “how can I help you?” - as if there was no problem. I had to refresh her memory of our cancelled appointment and she insisted on us providing pictures (even though we had previously brought pictures to the office in person – which she claims she did not have). I emailed the pictures on July 15/21. Her response was that “James took care of all of all the issues you pointed out in your pictures shortly after your install, what else is there? The caulking around the door looks fine. A dark colour against white is never going to be perfect. If perfections what you’re looking for, it’s not gonna happen. I’m not going to send James to do a service to caulk a door that’s already caulked. It’s not a sloppy job.” By email in response of July 19/21, I asked Pierrette for a cell phone where I could text the pictures and she provided one to me. I re-sent the pics to Pierrette by text (see attached screenshots) you can see from her response that she still claimed it was not a sloppy job and she will not send James out to take apart the caulking and redo it. I believe the pics speak for themselves. I had even suggested that James not take the caulking apart but just go over it to smooth out the flaws, thumb imprints and to straighten out the lines. Pierrette did not respond. After contacting her again in August, her response was that she would not send James “out to redo your caulking – it’s not a sloppy job. I will not revisit this conversation again.” and has not responded to any of my further follow up emails where I indicate how disappointed we are and that we will now join the others online and submit our reviews. Because of the poor customer service we received from Pierrette, we cannot recommend the services of Canada Windows and Doors. We had previously had a window replaced by Brock Windows – we are quite satisfied with the product and the service. As well, we have friends who have had excellent service with Canadian Choice Windows. Unfortunately, we cannot say the same for Canada Windows and Doors. Windows and Doors.