Stephanie in Ariss

Buyer Beware! Last year we hired Buy Wise Windows & Doors to replace 18 windows and three doors in our home. We dealt with Lucas d'Entremont, the owner's son. We made it very clear that we had hired them because they sold both windows and doors and we wanted them to all look the same. The quality and aesthetics of the windows and doors were discussed on several occasions; we made it clear that the value and look of the house was important to us. During the installation we had two issues. One of the windows would not fit, and after catching them hammering on the window to force it in so tightly that it would not open or close, we insisted Buy Wise order a new window that fit the frame. While they did it, they argued with us and clearly let us know that this irritated them. They asked us if this window could be invoiced separately so they could get paid quickly for the rest; unfortunately we agreed. The second issue is that the windows and doors do not match each other in colour. The windows are one colour white and the doors are such a different colour of white that they look blue/grey in comparison; a very obvious contrast. This is particularly problematic since our living room windows are immediately adjacent to the French patio doors, so you look at white windows and blue/grey doors at the same time. When we pointed this out to Lucas, after the first door installation, he convinced us that it was the lighting at that time of day, and the difference in surface area that was tricking our eyes and it would be fine. The next day, different lighting and quiet time to reflect, it was clear that we had been mislead. When we brought it up again, we were told that it was not his fault, we should have known better and asked for a custom finish, and now it was up to us to (at our expense) paint the doors to match the windows. We had just paid Buy Wise Windows & Doors $30,451.79 for new windows and doors. How were we to know that they would not be the same and why should we now have paint our brand new doors with a "white" paint that will never be as durable as the factory finish, to match the new windows that we bought from the same company (Buy Wise)? We should have been informed beforehand that the windows and doors come from different manufacturers and will not match in colour. We tried very hard to give Buy Wise every opportunity to negotiate a satisfactory solution to the problem, including involving lawyers. During the negotiations, our lawyer advised us no to pay for the last re-ordered window ($1,382.63) while we work things out. Instead of acting in good faith, Buy Wise Windows and Doors spitefully accelerated the dispute by voiding the Lifetime Warranty on all the windows and doors, including the 17 windows and 3 doors that we had paid for. In doing so, they have just devalued the entire $30,451.79 project. Their motto is honesty - integrity - quality.......this has not been our experience at all. We would hate for anyone to go through and lose what we have.