New windows and doors, installed
Delivery did not call, just showed up to drop off windows and doors in morning. One was missing and was brought later in the afternoon. Measurements were taken but glass area of new windows was smaller than previous windows. There was a gap average of 3 inches per window around the 4 sides, which they then insulated. This would have worked better if the new windows were larger. They stated that the new windows were just a different style. Installation was postponed twice due to weather. We were then put to the bottom of the list for re-booking to finish the install. Installation manager was not prompt in returning calls, and only returned call to husband, not wife. We were never able to get him at his desk. It was always voice mail. Double pane sliders were installed in 3 bedrooms and kitchen, and sliding patio door to backyard. In cold weather, they each had condensation around corners, and in extreme cold had frost running vertically down the middle. Previous windows did not have the frost down the middle. Kitchen slider is difficult to open, is slightly off level. Installer agreed it was hard to open, but did not think it was due to installation. He recommended a technician to come and check the window. Several weeks later, the technician came and said everything was okay and no adjustments were needed. Did not check the level of the window, suggested difficulty in opening was due to wife’s short height. He seemed unwilling to listen to the various concerns. He spent most of his time instead explaining what condensation was, even though we clearly already knew. Entrance, garage, and patio door locks are difficult to turn unless they are seated exactly right, there is very little tolerance. There is also a gap of 7 mm on the knob side of both the entrance and garage doors, which was not there before. You can see the latch and deadbolt on the side through this gap. A rebate of $500 was offered and a form sent to fill out. The form specified that it was to be sent in on completion of the install, and was due Dec 31. The install began November and should have been completed well before Dec 31, but because of delays in re-scheduling (on their part), install was not completed until Jan 28. We filled in the form just after completion of the install, but they did not want to pay the rebate. Their reason was that it was received after Dec 31. At that time, the exact same offer was still being made in their advertisements. We told them we were going to file a report with BBB. The sales manager eventually paid in March. Our communication with him suggested he was in the mode of putting out fires rather than trying to provide good customer service. This ended up being a stressful experience for us over a period of months. The product was disappointing and the service was poor. There was also no follow-up after installation. The only communication between us was due to our complaints. We would not recommend this supplier to anyone.
- Approximate cost of services:
- $10,300.00
- Company Response
Norman, it is unfortunate that your experience was not exactly what you had expected. Exterior renovations can be a challenge to schedule and of course we cannot control the weather. Delivery of your product was scheduled for the day before installation. Our customers are advised of this at time of scheduling. If the installation date was cancelled due to weather the following day, I can understand your concerns. We do attempt to reschedule weather delayed installs ASAP without any punitive results to any of our other customers that have also been booked in the following days.
As you can imagine, our installtion scheduler receives numerous phone calls in a day and returns them ASAP that day or the next morning on late day calls. Of course "prompt" is a matter of intrepretation.
Your installation went as planned, when the weather cooperated, and it is true that glass sizes can vary by window style or manufacturer. If our service technician determined the slider window was installed poorly or required replacement due to a defect, he would have no issues documenting this. We reward our technicians for identifying these types of errors as we strive for complete customer satisfaction and certified installations. If you would like us to inspect the window and your doors again please contact me directly and I will join the inspection.
In regards to your rebate, the form you received and the terms and conditions of the rebate clearly stated the form needed to be received by our office before December 31, 2011 and would be paid to you after your installation was complete and your balance paid. I am sorry this process confused you, but we still honored your rebate as a show of good will.
Customer satifaction is our number one concern and we take it very seriously. All Weather Window has been manufacturing windows and doors for 33 years and we have been installing windows for 16 years plus in Alberta.
We have been selected as the "Energy Star Windows and Door Manufacturer of the year for 2010 and 2011" by the Government of Canada and are one of "Canada's 50 Best Managed Companies" three years running. We are not perfect, but we correct our mistakes and always strive for continuous improvement.Please contact me to resolve any outstanding issues you feel are pending.
Trevor Derewlanka
National Renovation Sales Manager
780-468-2989