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!
- Approximate cost of services:
- $15,000.00
- Company Response
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