steph.hindle in Ottawa

We chose EuroStar because we had a good rapport with our salesperson, found the showroom impressive and trusted the quality of the product. When we signed the contract, we were left with the impression that our windows would be ready for installation in about 6-8 weeks. At this time, we were informed that our account would be handed over to the office. This was in late May. The office was in touch to put our payment through in early June, but then left us waiting longer than the expected time to get our windows. Moreover, after about 10 weeks, when we made contact to ask what our expected wait time was, we didn't receive any response initially. It took a couple emails from us to get a timeline update. At this time, we were told we'd have to wait until September because two pieces were being shipped in. We asked about getting part of the job done sooner so we could enjoy the new windows through the summer, and the rest done when parts came in. Again, a long delay in the response. We didn't get our windows and door installed until mid-October. That is far longer than the anticipated 6-8 weeks and the communication during the waiting period was less than satisfactory. The actual windows and door are nice and seem to be of good quality. All but one arrived in good shape -- the window that had to be shipped from Europe had a cracked handle, which was later replaced. During installation, some of the drywall was damaged around one window, but the installers patched it when asked to. We will need to paint it. The installation of the bay window was somewhat confusing. The bay was slightly narrower than the previous window. The trim that was installed was intended to be wide enough to cover the difference, but must have come up a little shy because it was installed so wide that a centimetre of the reveal (the unfinished edge of the pressed wood) was exposed, which can't be sanded, painted or stained. They intended to leave it like this and call it finished. Upon request, this issue has since been adjusted. Overall, now that it is all done, we are happy with the product; however, the experience has been less than satisfactory due to the wait, lack of communication, and installation complications.