Gem Windows and Doors

Windows & Doors Installation & Service
1590 The Queensway Toronto ON M8Z 1V1
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Quality Counts
Quality Counts
33 reviews Toronto, ON
7/10

Window installed (Greenhouse/Garden)

I paid Gem $4,000 for their Greenhouse window, with ~ $1,500 being the cost of window.
They were repeatedly told it should be at 36 inch standard counter height. However, they measured it at 33 inch height. Thus my $4,000 window actually starts 3 inches below my kitchen counter, which it sits against.

Gem salesperson promoted side-window openings. Unfortunately the cranks to open these windows are very difficult to reach because they are behind the kitchen counter. Also, the cranks are 3 inches below the counter top, which makes it impossible to crank. Thus, these side windows I paid extra for, are unusable. I feel the salesperson should have relayed this to me when promoting the feature, since he came to my house and knew precisely my kitchen counter plans.

Also, the window locking mechanisms for these same side windows, are not reachable unless sitting on the kitchen counter. In Gem's defence, they did suggest I go into their showroom to look around. Unfortunately, I relied on the salesperson in my home and the brochures he walked me through. I wish I had gone to the showroom, although I'm still not sure I would have thought about reaching across my kitchen counter to access the windows. Hopefully you will now, after this review. If there is no counter between you and the window, then these side window openings are a nice feature.

Because of the visual and practical obstacles on the $4,000 window 3 inches below counter height, I was upset and left many messages for a call back, which went unanswered.

Finally, I took pictures and arranged a meeting with one of the owners, Jim, to show him my predicament. I believe a company can be judged by how they handle difficult circumstances. And to Jims' credit, he met with me. And we negotiated a resolution that met with our mutual satisfaction.

To this date, approximately 2.5 years later, there have been a few minor issues with window locks. Though this does not happen often, I can say that each time, GEM / Jim stands behind his lifetime warranty, and promptly arranges a free GEM service person to remedy the situation.

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Previous versions of this review:

Quality Counts
Quality Counts
33 reviews Toronto, ON
0/10

Window installed (Greenhouse/Garden)

I paid Gem $4,000 for their Greenhouse window, with ~ $1,500 being the cost of window.

They were repeated told it will sit at 36 inch standard counter height. They measured it to start at 33 inch height so this window starts 3 inches below my counter.

They promoted getting side window openings but these are unusable because the cranks to open them are below counter height. Besides, locking mechanisms are on the far side of counter/window and impossible to reach by hand. To this they said buyer beware, I should have come to their showroom rather than agreeing with a feature promoted by their salesperson who, after all, makes commission! I feel an ethical company hires ethical people. An ethical person promoting a feature should also advise of it's downside. Gem merely agreed most people find this hard to reach and subsequently don't use this feature.

Four eyesore pegs were installed to support a glass shelf where no glass shelf exits. Gem claimed a glass shelf cannot be built for this size of window however the manufacturere said it does. Perhaps Gem broke the shelf and hoped i wouldn't notice the pegs they installed?

I am totally unhappy with my $4,000 Gem experience. What's worse, they charged final payment to my Visa without returning any of my calls to voice these complaints! I took pictures to show Jim, one of the owners, in hopes of them replacing the botched job. Jim finally consented to at least finishing the wood framing around the window and install the casings. Even more reluctantly, he agreed to absorb the possibly $200 material cost. Remember, my window cost $4,000 on a $1,500 top cost of the window? However, Jim still hasn't committed to when he plans on doing this framing. And he'll check if the manufactuer will throw in the $85 glass shelf for free. Jim hasn't gotten back to me on this either.

What's worse, since install date, the locks on both side panels don't work and top windows weren't attached to all hinges, and as of yesterday, when i close the top windows, they make a rachety sound and are difficult to close. And fixing all initial problems took over two months!

When I met with Jim to plea replacing this grossly faulty window, he said absolutely not a chance. To paraphrase Jim, Buyer beware! Ironically, Gem is in no way a gem of a company!

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