This review replaces our previous review due to a demand made by Silverline’s lawyer. The demand letter states that it was our intention “to embark on a campaign to damage SilverLine's business by posting hyperbolic and inaccurate reviews on many highly-visible websites”. It was not our intension to “lower SilverLine's reputation in the eyes of the public which could cause serious and irreversible damage to SilverLine's business.” Everything that was mentioned in our previous review can be backed up with written and photographic evidence. It was merely to express our experience in the installation of our windows so that others can have the benefit of learning from our mistakes. We would like to state that in our experience dealing with this company has given us sleepless nights and put such a lot of stress in our lives!!! This was largely due to miscommunication on both sides. On Silverline’s side it was due to the inexperience of the salesman and on our side was due to our unfamiliarity with construction nomenclature. (This was agreed by all parties at a meeting we had on October the 9th, 2019 at Silverline’s offices) We chose this company because their quote was the lowest and they had good reviews. One of the biggest mistakes that we made was not getting everything that was said and was promised written down or recorded. Make sure you understand 100% what you are getting. A lesson well learnt. On numerous occasions, we stressed both verbally and by email that the trim around our windows was to be removed. Only after installing the new windows, over the trim, were we informed that the trim could not be removed. In our, and our neighbors’, opinion it made our home look like a haunted mansion. (See photo below, Picture 1 is before replacement and picture 2 is after installation) Since then we have chosen not to continue with Silverline and have removed the existing trim and replaced it with a vinyl border. The wooden trim that Silverline proposed was not acceptable to us because it requires high maintenance and it would not be in keeping with the rest of the house. In summary the lessons we learnt from this whole experience is to make sure everything is written down and recorded; ensure that the company fully understands what the clients want, and that the client fully understands what the company is offering.
- Approximate cost of services:
- $4,600.00
- Company Response
We always try to provide the highest quality service to our customers and unfortunately in this case there were some verbal miscommunications that led to an unsatisfactory outcome.
The J-channel (what you refer to as trim) around your window had an unusual design with two separate pieces rather than a single integrated piece. We couldn’t remove only the outside piece without applying a replacement (e.g. exterior wood trim) to provide an attractive finish.
After the installation, even though you were unsatisfied with our offer of free flashing or free exterior wood trim, we tried to offer alternative solutions to achieve your desired look. We regret that while we were still in the process of communication, you rejected our offers to provide further service.
We are proud of SilverLine’s 11 year history of providing high quality exterior renovations, and we will continue to do all we can to make our customers happy.
