The irony of their website statement that their installers are highly skilled and trained professionals. This statement is contrary to the fact that we had serious challenges with rotted frames once the old windows were removed and delayed the installation. This company's staff, "Mario" worked diligently to convince us to install the windows over the rotten frames. We missed out observing the installtion of two additional windows which were installed over rotted frames. Another company was contracted to repair the frames and re-install (additional cost) the Ontario Sunshine product. While this review runs contrary we believe this is a company that schedules installs with little or no room for delays. Coupled with a deceitful installer rushing to complete the work compounded an already stressful enviroment.
- Approximate cost of services:
- $5,000.00
- What could this company do to improve their services?
- Any advice to offer fellow homeowners facing a similar project?
- Company Response
I’m sorry to hear Ian you had such a bad experience. After thoroughly investigating this, our installer was simply offering you different options until the necessary repairs were made due to the extensive damage caused by the carpenter ants in your home. One of the options he offered was to go ahead and install that one bedroom window for you when the damage was first noticed. Seeing how the old one was already out, you wouldn’t of had to look at a boarded up window for months (second option) until the necessary repairs were made. Once your team started the repairs, the window then could have been extracted for them to make the necessary repairs and re-installed by us when you were ready to complete the installation of the remaining windows. I’m surprised to hear that you feel we schedule with no room for delays. We were on the job site immediately, however, the work required (rebuilding the entire wall) was above and beyond what our scope of work is which is why the job stopped until a contractor in that line of work was found. We did wait at least 6 months until you were ready to resume installation and our installer went back numerous times as did we offering advice, scheduled appointments and rescheduled the job numerous times to work around your timeline. We worked diligently with the company you hired to do the structural repairs to your home with no additional charge to you and feel we were quite patient and accommodating towards your situation, however, the delays were not due to the installer or our company.
We apologize for any miscommunication there may have been between you and the installer and would like to sit down and discuss this further with you. We take customer concerns like this very seriously and we want your experience with Ontario Sunshine Services Inc. to be a positive one. We look forward to hearing from you to discuss this further. Penny & Don