We had all of our windows and doors replaced. It started off as a great experience but has been quite frustrating more recently. We dealt with Paul in sales in January this year. Paul was professional and courteous. Installation went well. Joe (installer) was an expert, experienced, and a pleasure to work with. The installation was in early June. However, the wrong front door was delivered. We were told that it would be a few weeks for the correct door to come as the manufacturer is usually quick when a mistake is made. However, we waited 3 months and never heard anything from GEM until we reached out to them and they seemed surprised we didn't have our door. This was disappointing as it showed a lack of follow-up on their part. The manufacturer came and provided a door, but this door had damage. We are not 4 months past installation and still do not have the door we purchased. GEM is not one to follow through, so we have to take the initiative to reach out to the company for updates, but haven't been satisfied in GEM's ability to complete the job. Overall, I would say that the front end of the experience is excellent, but not sure it is worth it in the end if we don't even get what we paid for. I don't think I would use GEM again in the future - when you spend this much for a major job, you would expect a company to follow through and complete the job.
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- Company Response
Thank you for sharing your feedback regarding our service, we are sorry your experience did not meet your expectations, for 60 years GEM has endeavoured to attain 100% customer satisfaction and we are proud to say that in the vast majority of cases have been able to do so, but in these rare occasions when we do not, we take customer feedback very seriously and make every reasonable effort to rectify any dissatisfaction.Please accept our sincere appology