We bought 5 replacement windows in 2012 and 4 more matching replacement windows and a new storm door in 2017. All the windows were ordered with full screens. Unfortunately, in 2012, the screens for the set of three matching windows in the living room arrived with screens only for the bottom sections of the windows. Supposedly, replacement screens were ordered at the time. I followed up a couple years later and was told the new screens would be ordered immediately. When I was placing the 2017 order, I again enquired about the missing 2012 screens. I was told they had been ordered but when they went to look for them, they found they had come in but had been forgotten at the time and had gotten damaged in the meantime. The screens would be re-ordered in 2017. When the screens arrived and were delivered, they were half screens again. Over the winter, the 3 full screens arrived and were installed.
All of the windows and the door work well and look really nice. However, when I was renovating and replacing the interior window trim in the bathroom last month, I realized that the 2012 replacement window was about an inch short and a 1/2 inch gap at the top had been filled with white silicone caulking. Since follow up is not Gem's strong suit, I haven't reported it to Gem.
- Approximate cost of services:
- $7,400.00
- Company Response
Deno,
First of all thank you for taking the time to write you comments, here at GEM we value all our customers and take all notes, both positive and negative, seriously. In the case of your screens, we apologies for the delays and confusion surrounding it, but as you see GEM did not disregard your request and did in fact continue to work with you to get the screens correct for you in the end.
As for the gap around the window, it is standard practice to have a 1/2" gap around the window to allow for shimming and foaming the window all the way around. Silicone around the shims and exposed areas help to seal the window and minimize any exterior air being transferred into the home.
We would be happy to discuss this with you and provide third party confirmation that the gap in question is correct.
TEAM GEM!