Window City

Rating: 4.1 out of 5

Window City reviews (115)

  • Review from HomeOwner
    Rating: 1 out of 5
    Review left on 17 Sep 2016

    Quality and customer service

    Terrible quality and super terrible service, keep away from this company. I had my whole house 13 windows replaced by Window city's dealer in April, 2016. I chose this company because its dealer quoted the cheapest price. You get what you pay for. After the new windows installed, I found there were three screens had issues. Two of them cannot hook properly, sometimes the screens will fall off if wind blows stronger and window blind knocks it. Because these two window frames are not heat fusion jointed well, the vertical vinyl piece is bulged outward a little bit, compare to the horizontal piece. And the other screen was broken just along the screen frame, it was a tricky broken place, if you didn't use finger to poke it you would never see it. July 20, 11:35 am, I reported these issues to Window city's dealer which installed these windows. July 23, around 2 pm, Window city's dealer came to check. August 5, 2:26 pm, a Window city technician came to check and admitted the screens cannot hook properly, because of their (Window city) production and quality control problems. But the technician said he could not do anything; only asked me to push the screen corner more harder to let the screen hook go into the groove. So that two screens are "as is", no cure at all. My thought is "2 out of 13", 15.4%, the defective rate percentage of Window city is too damn high. The technician took the broken screen back to fix. I asked the technician how long it would take, he replied it might take few days or a week, and he would send the screen back. Two weeks had gone by, there was no one called me. I called window city on Aug. 22, 11:07am, and the customer service lady asked me to call again next day. Aug 23, 9:35am, I called and I was told that Peter would call me back to arrange it. Peter was the one who contacted me to arrange the August 5 's service. I waited a week, no one called me. Then I called again on Aug 31, 9:41am. Same answer I got, "Peter will call you back". Then I waited another week, still no one called me. September 7, 4:02pm, I called again. When I heard the same answer that "Peter will call you back", I was very upset this time and said to the customer service lady, "Peter never calls me back. I want to have the exact date and time that your technician will come to send my screen back before I hang up". Then she gave me the schedule was 9 to 11am of Sept. 17, Sat., also told me that the schedule might be changed. What a ridiculous service!! Finally Peter called me on Sept. 14, Wed., 11:28 am. He said the technician would come to send my screen back next day, Sept 15, Thursday, 3 to 5 pm afternoon. Supposed I had a appointment, I told him to change it to Friday, but he said Friday schedule was tight. And I asked him to postpone one hour, 4 to 6 pm, and he said they don't work that late. Then I had no choice to tell him no matter what I would be home before 3pm on Thursday. Peter even asked my another alternative phone number for in case. I got home at 2:45pm on Sept. 15, Thursday. I was waiting and waiting, and the technician did not show up, also without any phone call. When the time was 4:49 pm, I tried to reach Window city customer service desk, there was no one there; I called two more times and tried to reach operator and the other department, but seemed this whole company was totally empty. Window city made a fool of me this time. Sept. 16, Friday, I called Window city at 8:01 am. Peter was not in office yet. I got the same answer from the customer service lady, "Peter will call you back". I said I don't trust him will come me back, I will call again in 30 minutes. 30 minutes later, 8:31 am, I called again, I asked to talk to Peter, but the customer service lady didn't transfer my call to Peter, just told me that the schedule was changed to today (Friday, Sept. 16) afternoon 3 to 5 pm. No apology at all. Such as they are my bosses to give me instructions, I have to take it. Sept. 16, Friday afternoon 4:19 pm, the technician still didn't show up, I called the customer service again. I just wanted to make sure this time I was not fooled again. The customer service lady replied that the technician would come in 15 minutes. And then it was 4:37 pm, the technician finally showed up and delivered the window screen back to me. I wrote down this unpleasant experience is just to remind anyone who is planning to change windows or doors to be more carefully to choose companies. A simple window screen case caused me 2 months to get it finished, since I reported; imagine if you have other bigger issues, might cause you 6 months or more to deal with Window city.

    Answer from pro:

    Dear Joseph, We were sorry to hear about your unfortunate experience and appreciate your feedback. On July 25th your dealer CIWD told us that you were complaining about three of your window screens that did not fit properly and asked us to visit your home. We scheduled a service call with you and visited your home on August 5th. We inspected the 3 screens and at this time and our service technician also instructed you in the proper way to install and remove the screens. He noticed that one screen had a damaged mesh and explained to you that this was not covered by our warranty (please see our web site www.windowcity.com for full warranty information) but in good faith we brought the screen back to be repaired at no charge. Once the screen was repaired, we advised you that it was ready for you to pick up. You informed us that you would not pick it up and requested we bring the screen back to your home. We left a message to schedule a service date to bring the screen back and after several changes, complied with your timing to have our service technician return the screen on September 16th. If you have any further questions or concerns please feel free to contact us directly at Marketing/Customer Relations Department – 905.265.9975 ext 128.

    Reply created 21 Sep 2016
  • Review from Customer of Window City
    Rating: 5 out of 5
    Review left on 23 Aug 2016

    Patio Door

    I had Window City's patio fir installed in our home. Operates extremely well. The service provided was outstanding. We will most definitely be recommending Window City products to friends and family.
  • Review from HomeOwner
    Rating: 0 out of 5
    Review left on 17 Dec 2015

    Entry door

    I bought a fibreglass entry door from Windowcity on 27.08.2015 and was supposed to receive it within 6 weeks. After about 3 months finally the door was installed. The look of the door was nice in the beginning but after a couple of days the door started to show some white stains on a cold day, when I started checking the stains by rubbing my fingers on them I realized that the stain isn't sealed and is not fixed and by rubbing the door with your fingers the colour goes off easily . I immediately contacted the salesperson and was promised an urgent service to check the matter. Still after a week I am waiting for the service department.

    Answer from pro:

    Dear Bob, We are sorry to hear about your unfortunate experience. We really appreciate your feedback. The stained double door was purchased through our sales representative, Majid, and was delivered on November 6th, 2015. Shortly after, a complaint to our service department was made in regards to the stain issue (top clear coat became cloudy in some spots). Our service department had notified you that it would take 4-6 weeks for the stain to completely cure. When we came back from our year-end shutdown, our service department received a complaint that the stain issue was getting worse. They had then notified you that we can bring the door panels back to the factory to be re-stained during spring time once we have better weather conditions for staining/painting. However, this solution was not accepted. Our service department called you on January 15th to discuss your concerns but received a notification that you are out of town until Wednesday evening of the following week. We will have our service department contact you once you are back in town. I will also supply you with a contact name and phone number if you wish to contact us directly. The contacts are as follows: Service Coordinator & Technical Support: Gerry Quebral: 905-265-9975 xt 138. gerry@windowcity.com - Feel free to contact me directly as well: Marketing/Customer Relations Department: 905-265-9975 xt 128.

    Reply created 19 Jan 2016
  • Review from Sean Frewer Frewer
    Rating: 0 out of 5
    Review left on 17 Nov 2015

    Patio Doors

    DO NOT BUY FROM THEM!!! I had sliding doors installed last year, in which the locking mechanism broke. I have since emailed and called a number of times, none of which were ever answered or responded to. Their customers service is non-existant. Stay away!!!!!!

    Answer from pro:

    Dear Sean. We are sorry to hear about your unfortunate experience. We really appreciate your feedback, and hope you do give us a chance to make it right! We searched through our database and were unable to find any service requests or emails in regards to this matter. Could we kindly ask that you send us further information to the following email. I will also supply you with a contact name and phone number if you wish to contact us directly. The contacts are as follows: Service Coordinator & Technical Support: Gerry Quebral: 905-265-9975 xt 138. gerry@windowcity.com - Feel free to contact me directly as well: Marketing/Customer Relations Department: 905-265-9975 xt 128. info@windowcity.com - Thanks again for your feedback. Sincerely, info@windowcity.com

    Reply created 18 Nov 2015
  • Review from HomeOwner
    Rating: 1 out of 5
    Review left on 16 Sep 2015

    replacement windows

    almost 5 yrs ago we replaced large quantity of windows. The company that installed was awesome - 5 out of 5 stars. We had small problem with one window couple yrs ago - fixed with no hassle. But now all the mullions have turned yellow. Windows still under 5 year warranty for defects. Had service tech come out and agreed that they are yellow! OMG this is where the circus begins and i still can't get the manager to call me. It seems Window City has tried to find every loop hole or stall to avoid replacing the windows. They say it is now in process but i have a lot of questions about future windows turning yellow and warranty on replacements and i am being ignored. I have emailed all their company listed emails with no response and Jingle (the only person i have talked to) is of no help.
  • Review from HomeOwner
    Rating: 1 out of 5
    Review left on 20 Aug 2015

    Window replacement

    I had Window City windows installed in both September 2008 and August 2009 (single hung installed in Sep 2008, and casements in 2009) that I bought through Canak Windows. Since then, 2 single hung windows have failed. The plastic hardware that keeps the window from falling inwards (ie for cleaning) failed spontaneously causing windows to fall out of their sills when opened about 3" and after a strong gust of wind. This occurred for the first time in August 2012 and took 3 weeks to get a repair. A second single hung window failed recently on August 12, 2015 and after calling Window City on August 13, I agreed to pay another $160+HST for a service call. I explained that the window was above my son's bed and needed to be duct taped into place (as per photo), and that there was thus some urgency to having it fixed. "Jingle" (not sure of spelling) in the office said she would put a rush on the repair and that they would call me back with a repair date. This took until August 27 (despite my calling back and leaving messages both with Window City and Alex Buhov, formerly of Canak Windows) and eventually I was given a repair date of September 1, 2015 by the office. The service was completed as expected on that date by an excellent technician, who at my asking also checked all of my other single hung Window City windows and he found another one with failing (bent and breaking) plastic hardware, that he also replaced on the spot with new METAL hardware. At my request, he left me additional metal parts to repair my other windows including the 2012 repair (which has another plastic part put in). While I am happy that the Window City is finally replacing cheap plastic parts with metal rather than more plastic, it is an expensive trip out to get a technician to come for what is no more than 10 minutes work to repair a design flaw in the windows. It would be a much better business strategy to contact their customers and to replace all the cheap plastic mechanisms for a small fee, thereby avoiding long delays and potentially dangerous situations of spontaneously falling windows.

    Answer from pro:

    Dear Bri, We would like to thank you for your review as we take these comments very seriously. We have spoken collectively about your concerns.We have found it surprising to see your review. Our files show: a) Windows were bought in 2008. b) Your first service request in August of 2012 which was completed. c) Your second service request was sent on August 13,2015. d) Our service department contacted you on August 13th with regards to your service inquiries. e) Our service department contacted you several times in attempts to scheduling a service and you were unavailable. f) On August 28th, Our service department contacted you and our service technician is scheduled to be there tomorrow, September 1st, 2015. Please let us know where we have gone wrong with our service. Best regards, Marketing/Customer Relations Department WINDOW CITY INDUSTRIES 5690 Steeles Avenue West, Vaughan, Ontario L4L 9T4 Email info@windowcity.com Tel (905) 265-9975 xt 128 Fax (905) 265-9906 www.windowcity.com

    Reply created 31 Aug 2015
  • Review from Ivan
    Rating: 0 out of 5
    Review left on 14 Feb 2015

    New windows and doors

    I was referred to Window City by family friends of mine after they had used them for two of their projects. My initial interaction with the company was positive - I met with the salesman, Saeed, who was very pleasant and seemed to know his stuff. We were ordering a full set of windows and outside doors. Some measurements were still to be determined on one of the doors, since there was a tentative plan to make the doorway larger (it was a full reno, so we had the luxury of doing that). In any case, a preliminary measurement was given with the proviso that it would be confirmed again before the door was manufactured. After we had put a deposit down, reaching Saeed became next to impossible. I had emailed and left several voice mail messages for him to clarify the measurements of that one door, but I was getting no response. In addition, I discovered that one window was missing in the take-offs that Window City gave me and I wanted to add another window to the order. I gave up dialing Saeed's extension and started to call through the front desk where I had to deal with a receptionist with attitude. After a week of getting nowhere, I finally asked to speak to someone in charge and was connected to the voicemail of one of the owners where I expressed my displeasure of not being able to connect with the sales person who was looking after my order. Note that I never actually got a call back from him either. A few days later I got a call from Saeed who seemed quite agitated and started on about how I shouldn't have disturbed the boss. When I said that a lot of emails and voice messages went unanswered, Saeed gave me the best excuse I had heard in a while: their computers were sporadically blocking traffic from hotmail email accounts and he therefore didn't receive anything from me. And then I discovered that my door was already being manufactured with the wrong dimensions and couldn't be changed. I would recommend staying clear of Window City. If you don't believe me, go ahead and call the receptionist (she was still there as of early January) and act mildly dissatisfied. You'll soon feel the love. Or maybe email them from a hotmail account and watch it disappear into Window City's ether. Perhaps you can also leave Saeed a voicemail and then wait for your phone to ring. Good luck!

    Answer from pro:

    Dear Ivan, We would like to thank you for your review as we take these comments very seriously. We have spoken collectively about your concerns. We have emails on file confirming the following: a) Dated September 23rd, 2014 at 10:06am : You attached a signed contract sent by Saeed earlier the same day, also mentioning credit card information was to follow by phone. b) Dated September 24th, 2014 at 11:53am : You emailed Saeed with revised measurements for a door that was placed on hold, as well as a go ahead to place the item into production. You also asked for a credit card receipt to be emailed. c) Dated September 24th, 2014 at 12:18pm : Saeed emailed you with concerns you had in regards to not being able to get a hold of him with apologies confirming that he had not received messages on his answering service or emails and in future to email him or contact reception to get a hold of him in an emergency after speaking with you on the phone the morning before. d) Dated September 25th, 2014 at 3:38pm : Saeed sent an email with a copy of the VISA slip for the deposit attached. e) Dated September 26th, 2014 at 9:44am : You confirmed the email with the VISA slip was received. f) Dated September 28th, 2014 at 9:46am : An email was sent by you asking if Saeed could put a hold on a couple of items. You also confirmed that the measurements for the door were given and put into production. g) Dated September 29th, 2014 at 4:30pm : An email was sent by Saeed confirming that the order was already placed into production and he was not able to stop/hold anything. h) Dated October 2nd, 2014 at 9:04am : Sent an email confirming that he responded to your email, that he is unable to hold items as it was already 5-6 days into production. i) Dated November 13th, 2014 at 10:11am : You sent an email confirming measurements for a new door to be placed into production. j) Dated November 27th at 10:29am : Saeed sent an email confirming that the door was placed into production and had attached the takeoff with the price. Correct us if we are wrong but after a thorough investigation we feel that we have responded immediately to any and all requests by the customer. Our contract which was sent on September 23rd states that once you have confirmed the contract that you have 48 hours to make any necessary changes. The contract was signed on the same day by the customer acknowledging this and yet he came back 5 days later on September 28th with changes. We let him know on the 29th that the items had already been put into production and could not be stopped. We constantly kept in touch as you can see by the e-mails detailed above and followed all the procedures as stated in the contract that was signed by this customer. Window City Industries has been in business for over 25 years. Our goal is, and to continue throughout the upcoming years, to provide our customers with not only high quality products but the same quality of service before and after the sale. Best regards, Stephanie | Marketing/Customer Relations Department. WINDOW CITY INDUSTRIES. Email info@windowcity.com www.windowcity.com

    Reply created 19 Feb 2015
  • Review from HomeOwner
    Rating: 5 out of 5
    Review left on 17 Oct 2014

    Windows

    Window City did an amazing job installing our windows. Sweet gentlemans and very organized. I would recommend this company to anyone looking to do windows and front doors. Love our windows
  • Review from HomeOwner
    Rating: 0 out of 5
    Review left on 10 Jun 2014

    Patio Door

    Patio installed was not the same as seen in show room - much heavier. Installer said that material changed to steel. Contact Window City online, Ask me to create service request form. No response from them. Send an email to follow up. Still no response after more than a month.

    Answer from pro:

    Dear Law. We are sorry to hear about your unfortunate experience. We really appreciate your feedback, and hope you do give us a chance to make it right! We searched through our database and were unable to find any service requests or emails in regards to this matter. Could we kindly ask that you send us further information to the following email. I will also supply you with a contact name and phone number if you wish to contact us directly. The contacts are as follows: Service Coordinator & Technical Support: Vincent Vessio: 905-265-9975 xt 149. vincent.vessio@windowcity.com - Feel free to contact me directly as well: Marketing/Customer Relations Department: 905-265-9975 xt 128. info@windowcity.com - Thanks again for your feedback. Sincerely, info@windowcity.com

    Reply created 20 Jun 2014
  • Review from HomeOwner
    Rating: 5 out of 5
    Review left on 22 Nov 2013

    window cleaning

    They're professional and quick and most of the time we don't even notice they're there! Would highly recommend them to family or friends but hate getting those non-recyclable signs on our lawn!
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