Consumers Choice Home Improvements

This letter details the process that I have been chasing to get one window repaired since July 15th , 2017.
The following letter was sent to Consumers Choice Windows on Saturday, October 14th. Two business days have lapsed since then. I have had no reply, no attempt to rebook a service call, let alone a reply from the owner.

October 15, 2017

To Owner,
President, Consumers Choice Windows

Hello Sir.
I wanted to thank you for the great windows that you had installed at my house close to 10 years ago. Your workers truly upheld the statement that you posted on your website:

…we are committed to providing you with a level of service and workmanship of such excellence that you would, without hesitation, recommend us to a friend, a neighbour or a relative. I thank you for choosing Consumer’s Choice Home Improvements. Sincerely, ----------- President & CEO

Unfortunately, it does not seem to be the case with our recent interaction with your company.
In mid July, we needed to repair a broken glass panel on one of the door side lights at our house . I called your company to do the work as you would be the group who would best be able to match the original glass panel.
I called on July 15 and reached your associate. She was unable to provide an estimate for replacement at the time. My thought was that an estimate should likely take a day at most. I made three separate attempts to inquire on the 17th, 22nd and 29th of July. On August 2nd I received a reply from Representative A after yet another call to your company. Representative A neglected to state the method of payment as part of the proceedings, causing further phone calls to clarify and thus further delays. I suggested that I would pay by cheque but no one arrived to take my money for several days.

I am actually unclear as to how I paid for the window. I believe I paid with my credit card and held back 10 %. Had I known this delay was going to be so extended, I would have held back the opposite. We endured another set of calls to schedule an installation, sometime between August 9th and early September. We were told in one conversation that this was the file of a Representative B who was to call us. No calls came from this person that we were aware of. We called and reached her.
Representative B told my wife that the installer could come for a Friday in mid September. We could not get time off work for this and settled for a Saturday installation on October 14th between 10 and 2. This is three weeks later! It appears here that there was no acknowledgement that this process had already been strung along for two months. At least this should guarantee that the materials will be ready to go on the scheduled day.
Today, October 14 came and went with no call from any member of your company to say they could not honour the appointment. I was scheduled to go to work that day but stayed home to bring some finality to this matter. When I called the company at 1:45, the service representative C stated that when she reached out to the installer, he stated he could not come to do the work in part because the part was not available. The reason I paid in advance was to assure the part was paid for and delivered for installation. Given the amount of time your company had to plan for this repair, it is stunning how inept it makes your group look.
I was “promised” someone would call to make another appointment on Monday. It is now Tuesday and no one has contacted us. We are now onto the 4th month of miscommunications and delays in the effort to repair a very basic window panel. You have my money. I have nothing to show for it but a great deal of frustration. Please tell me that this issue will be resolved before this week is over or refund my money so I can reach out to a more competent group who can do the work in a reasonable amount of tie.
As well, please tell me how you plan on regaining my faith in your company so that I “would, without hesitation, recommend (you) to a friend, a neighbour or a relative.”