small bathroom window, with mini blinds between glass
At The queensway store, my wife and I were greeted with friendly, helpful faces. A large show room filled with great examples and ideas. We quickly choose are first new window (2 others ordered shortly there after) A small window for a bathroom, with mini blinds inside the glass. Verbally told appx. 4 to 5 weeks. Paid in full for the window and sat back and waited. The window was a couple weeks over due. The main concern regarding this window was the messy gobs of silicone filling a gap atleast 6mm wide. (between the glass and its frame) When I expressed my concern regarding the silicone, I was told it happened because I was in such a hurry for the window. They did offer to come and re-caulk but I felt I could do that better myself. 5 months of mentioning this problem (while expressing my concerns re other two window orders) Spiro finally admitted that the glass was wrong (to thin for that frame) So they came and removed my window and jimmy stood in my brand new 1000.00 tub wearing his boots. I was told it was a 24 hour service but I should expect it to take several days. After 5 weeks my wife went to inquire about the window. She was told it just got finished today, and they had just called me. (they did not) Jimmy told my wife he would call tomorrow to schedule installation. (as soon as the next day) No call. Two weeks went by, and I drove to their store at 5:15 pm. I had a piece of paper in my hand, with my three contact #s on it. I only wanted to hand it to Spiro (the owner) and ask that he PLEASE call me and let me know where my window is. He ushered me out of his office, and I was told its 5:15pm what do I expect at this time of day. I used a few choice words, and left. Two business days have passed and still no call. Just tired of being misled, smug smiles, denials, delays, and never any follow up. My second window was also late, (no concern for me cause I ordered well before I needed it) My third window, I called 5 weeks after I ordered it to follow up on my order, after appx. a week I was told it had not been ordered. Some how their manufacturer did not receive it. Again another delay but not their problem. I have a 90 year old home that needs multiple windows, I can guarntee that they will not see a single order from me, I can and will pay double else where if need be.
- Approximate cost of services:
- $900.00
- What could this company do to improve their services?
- Stay in contact with customers, keep them updated. Follow up with suppliers and customers.
- Any advice to offer fellow homeowners facing a similar project?
- Find someone else. In any renovation plan and order way ahead. Do not look at your new window from 10 feet away, check it close up. Anything new has to be better then what you had but was it really done right?
- Company Response
Please find our response to the above review. Since it's posting on October 29th 2012, we have made every attempt to identify the customer so that we can respond to their concerns. We require additional information to be able to clearly identify this specific customer. We would like to very much speak to "Harris in North York" because we have a Service Care Department and an Installations Care department, and regular surveys are conducted to ensure complete customer satisfaction. To date, we find no record of a report which can be related back to the customer, "Harris" therefore, we are asking for Home Stars' cooperation and have yet to hear from the writer. We remain available and eager to rectify any concerns they may have. Yours sincerely, Spiros - President - GEM Windows and Doors.