If there was negative stars, I would be using them to rate this company. Just skip this place and go to another window place. I can't stress this enough: DO NOT BUY FROM THIS COMPANY!!! It seems like all they want is your money and leave you with any issues that might arise. I ordered windows to replace my basement windows. In 2019, I placed the deposit and was told it would take 30 days to have the windows for install. It actually took two months of delay, and this was before the world went into lockdown before COVID. Robert, never communicated about the delay and it took me following-up to see what the issue is for them to acknowledge the delay. Then the holidays happened and installing windows was pushed back even more because of the weather and the issues it might have on the installation. In the summer of 2020, the installer finally to install the windows. I thought success, right?! WRONG! A few months later, there was an issue where a window pane had to be replaced. At the same time, one of my windows was leaking and water and coming inside the house. I brought this to Mary's attention. Mary charged me for the second pane, but didn't address the leaking issues. I sent them pictures and video of how bad it was leaking in the basement. At this time, we're in full-blown lockdown of 2020, but I let an installer come into my home to replace the pane, after dishing out the money for the replacement. The installer was incredible and showed up to replace the pane. I explained the situation and he told me that since Robert isn't his employer but the window manufacturing company did, he couldn't really help. He saw how bad it was, took pictures and told him that he would also let Mary know about how the leaking was. I followed-up multiple times via email to Robert, who didn't respond at all and was basically ignoring them at this point. When I called and spoke with Mary, she got him to reply to my newest email. He told me to make sure there wasn't any snow buildup at the top of my deck. It wasn't snowing at this time, but the heavy rainfall that we had received. I pointed that out to him, and he said he would need to get an installer out but couldn't because of COVID. For the last year, I've been trying to get him to send an installer to fix a leaky window that they created! Now there's what looks like rust happening away from the crank, but since the window is vinyl, I have asked what it is but no one can tell me exactly why the window is looking rusted. If you have stuck with me this far, take my word for it: I don't ever see this getting resolved. It's been over a year now of me contacting them to get them to fix this issue with no avail. JUST GO TO A COMPETITOR!
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- Company Response
It is unfortunate that our customer, who actually lives in Scarborough not Mississauga, has made these statements regarding our company. We are a Family-run business and we have been proudly serving our customers in the GTA for over 50 years. We do not leave customers with service issues that are due to our installations or product malfunction. The contract for the replacement of 8 windows was signed at the end of October of 2019. The fall of every year is usually our industries busiest time of the year, thus, our manufacturer did not complete the order until early December. On December 10th, 2019, I e-mailed Sonya, which I have on file, stating that the windows were ready but, because of the unstable weather at that time and the approaching holiday season, we would not be able to install the windows until the New Year. In the New Year, again because of bad weather at the time and, the uncertainty with the start of Covid, we were not able to schedule the installation until February 15th, not the summer as stated. A short time later after the windows were installed, Sonya contacted us to let us know that a double pane glass unit had cracked. According to Sonya, the glass had cracked on its own so, we told our supplier that it was a pressure crack, which is under warranty. With any warranty claim, our manufacturer wants to see a picture of the glass so that they can process the warranty claim. We were e-mailed a picture of the glass, which we in turn e-mailed to our manufacturer. The manufacturer ruled that there was a clear point of impact against the glass that caused the glass to shatter so it would not be under warranty. The charge for the replacement of the broken glass was from our manufacturer, it was not from us. Sonya also made us aware of a leaking window in the basement, which is an operating casement right under a wood deck. Unfortunately, our business went into a lockdown and we had to close for 2 months because we are not considered an essential business. At no point in time did I refuse to answer Sonya's e-mails or calls after we re-opened and were allowed to resume our business. Like any other business affected by Covid and its related issues, we have never experienced material and employee shortages as we have this past year or so, as well as trying to "catch-up" after missing 2 months of closure. In fact, we are still behind in many aspects of our business because of this.
With respect to the leaking window, our installer had foamed, caulked and installed exterior aluminum flashing around that window under the deck but, water seems to be running down the exterior block wall and its finding its way through the flashing.
I would like to re-iterate that at no time have we stated that we would not go back to try to solve this leaking issue and in fact, I have been in contact with Sonya in the last week or so, after she called us, and actually told her that I would be sending our installer back to see the problem, and just to please have a bit more patience.
I hope that after we go back to service this issue, we can change Sonya's opinion about our company.