My wife and I were planning to replace our front doors and were referred to Exclusive Windows and Door by a neighbor in April 2015. We had two other estimates from previous contractors, but we liked how knowledgeable and professional Deborah and Steve at Exclusive Windows and Doors were. We choose a custom colour that Exclusive did not have. Deborah advised us to check other sources for the colour, told us they needed the color chip within two weeks, and asked that we place it in an envelope with our deposit cheque of $500 and stick it to our front door. I became concerned when the envelope was still there almost a week later, and called and left a few messages. Deborah eventually returned my call, apologized and said they’d been quite busy, but would pick up the envelope the next week. Deborah later called and said she mistakenly threw out our colour chip. I asked does that affect timing for our order. She said no. We had to begin the process of finding that color again and were then told it was too small. We found a much nicer colour in a larger size, put it in an envelope, stuck it on the door as Deborah requested. Almost another week passed and it wasn’t picked up. I became concerned and left voicemail messages. Finally Deborah returned our call and was quite hostile. She told me that the window for the door was ordered, they were very busy and didn’t have time to answer our every call, it seemed that we didn’t trust them, if so, they would gladly refund our deposit. I told her that it wasn’t a matter of trusting; I was concerned about the effect of the delay of them not having the colour chip and ending up with a colour we did not order. I further explained, with all due respect, when I make a commitment, I honour it or update the person as to when I am able to; I was only going by what I was told and wanted to proceed, as long as there was still time to have the colour we desired.
We were also on a deadline as we were enrolled in the Enbridge 2015 Energy Conservation Program, and the date for our second and final audit was July 21 , 2015, which Deborah and Steve were aware of. Thankfully, our installation was completed, so we met the requirements of the Enbridge Energy Conservation Program.
Our installation date was July 15, 2015. Steve was paid the full balance of $2,520 by personal cheque but didn’t have our paid invoice. I shared that it’s required for our second audit. He said Deborah will email it, which was fine. It was never emailed. My wife had to pick it up at their office. Overall Steve did a wonderful job. A day later, I opened the stationary door and noticed that the foam insert at the top for the center piece was partially missing and the bottom foam was mangled. I contacted Deborah, she was unsure of what I was referring to and asked me to email photos, which I did, along with two photos of the foam inserts on my mother-in-law’s front doors, which were installed years ago and still intact. I called Exclusive a few times, but did not receive a return call. Steve eventually responded via email with the following:
“I'm sorry I'm not quite sure what the problem is. Is the door leaking air. Is it not working right. The foam is not deteriorating , it's nice and tight against the foam , if I loser it off you will complain that it is not tight enough
What would you prefer The stationary door does not need to be constantly opened unless you are moving furniture However I will order you new foam and redo it
Sorry you are so unhappy with the job”
I responded via email: “there seems to be a misunderstanding. I'm not unhappy with the job. I'm simply pointing out that the foam is coming part and that it may be too thin. Perhaps the photo isn't clear enough. Long term, if left in the present condition, we may have air leaks.” Please ensure that both top and bottom foams are ordered.
We attempted many calls and sent follow-up emails, but they did not respond. My wife spoke with them in January 2016 and was told that if they come out and conclude that there is nothing wrong, we will have to pay for the service call.
Our primary issue was the change in service after our deposit was made. Responses were either hostile, or non-existent. After complying with Exclusive’s requests, we shouldn’t have to beg for them to provide basic customer service.
