Joseph in Toronto

Terrible quality and super terrible service, keep away from this company. I had my whole house 13 windows replaced by Window city's dealer in April, 2016. I chose this company because its dealer quoted the cheapest price. You get what you pay for. After the new windows installed, I found there were three screens had issues. Two of them cannot hook properly, sometimes the screens will fall off if wind blows stronger and window blind knocks it. Because these two window frames are not heat fusion jointed well, the vertical vinyl piece is bulged outward a little bit, compare to the horizontal piece. And the other screen was broken just along the screen frame, it was a tricky broken place, if you didn't use finger to poke it you would never see it. July 20, 11:35 am, I reported these issues to Window city's dealer which installed these windows. July 23, around 2 pm, Window city's dealer came to check. August 5, 2:26 pm, a Window city technician came to check and admitted the screens cannot hook properly, because of their (Window city) production and quality control problems. But the technician said he could not do anything; only asked me to push the screen corner more harder to let the screen hook go into the groove. So that two screens are "as is", no cure at all. My thought is "2 out of 13", 15.4%, the defective rate percentage of Window city is too damn high. The technician took the broken screen back to fix. I asked the technician how long it would take, he replied it might take few days or a week, and he would send the screen back. Two weeks had gone by, there was no one called me. I called window city on Aug. 22, 11:07am, and the customer service lady asked me to call again next day. Aug 23, 9:35am, I called and I was told that Peter would call me back to arrange it. Peter was the one who contacted me to arrange the August 5 's service. I waited a week, no one called me. Then I called again on Aug 31, 9:41am. Same answer I got, "Peter will call you back". Then I waited another week, still no one called me. September 7, 4:02pm, I called again. When I heard the same answer that "Peter will call you back", I was very upset this time and said to the customer service lady, "Peter never calls me back. I want to have the exact date and time that your technician will come to send my screen back before I hang up". Then she gave me the schedule was 9 to 11am of Sept. 17, Sat., also told me that the schedule might be changed. What a ridiculous service!! Finally Peter called me on Sept. 14, Wed., 11:28 am. He said the technician would come to send my screen back next day, Sept 15, Thursday, 3 to 5 pm afternoon. Supposed I had a appointment, I told him to change it to Friday, but he said Friday schedule was tight. And I asked him to postpone one hour, 4 to 6 pm, and he said they don't work that late. Then I had no choice to tell him no matter what I would be home before 3pm on Thursday. Peter even asked my another alternative phone number for in case. I got home at 2:45pm on Sept. 15, Thursday. I was waiting and waiting, and the technician did not show up, also without any phone call. When the time was 4:49 pm, I tried to reach Window city customer service desk, there was no one there; I called two more times and tried to reach operator and the other department, but seemed this whole company was totally empty. Window city made a fool of me this time. Sept. 16, Friday, I called Window city at 8:01 am. Peter was not in office yet. I got the same answer from the customer service lady, "Peter will call you back". I said I don't trust him will come me back, I will call again in 30 minutes. 30 minutes later, 8:31 am, I called again, I asked to talk to Peter, but the customer service lady didn't transfer my call to Peter, just told me that the schedule was changed to today (Friday, Sept. 16) afternoon 3 to 5 pm. No apology at all. Such as they are my bosses to give me instructions, I have to take it. Sept. 16, Friday afternoon 4:19 pm, the technician still didn't show up, I called the customer service again. I just wanted to make sure this time I was not fooled again. The customer service lady replied that the technician would come in 15 minutes. And then it was 4:37 pm, the technician finally showed up and delivered the window screen back to me. I wrote down this unpleasant experience is just to remind anyone who is planning to change windows or doors to be more carefully to choose companies. A simple window screen case caused me 2 months to get it finished, since I reported; imagine if you have other bigger issues, might cause you 6 months or more to deal with Window city.