Ordered a front door and sidelights - custom colour(Benjamin Moore),
standard size 36" door. Sidelights were rated as 8/10 for privacy and were frameless so considered custom. Order was placed through Home Hardware as Ostaco doesn't sell doors to public - (only windows).
Order was placed apprx. May 5, 2010, advised it would be 5-6 weeks for delivery. Due to some work being done on exterior of house I needed the door by June 4th. The contact at Hm Hdw suggested we arrange to get the frame installed with a dummy door and plywood where sidelights would go. Expecting that would only be for 2 weeks and it met the need of getting the exterior work done it was installed.
First error hinge on the frame - wrong side. Hm Hdw admitted it was their error and arranged to pick up the corrective pieces for the frame and remove the frame to put them in. Asked that they ensure the door order was corrected - they faxed Ostaco this info after calling them.
Weeks go by no news on the door despite repeated calls....Mid-June they advise that the small glass insert in door requires custom glass work - choose from two options and fax back. Done 3rd week in June, awaiting due date.
July 12th I called Hm Hdw and Ostaco saying I wanted the installation by July 15th since I had been living with a door that was nailed shut from June 4th!
Door and sidelights arrive July 15th - door is hinged on wrong side AND sidelights are clear..no privacy. Ostaco is called, advised of the issue, cannot locate the fax to correct the order, Hm Hdw has to re-fax the correction again. Ostaco says glass is what it is...too bad...Doesn't matter what brochure shows?
Hm Hdw suggests that to reverse the small glass insert and add the dentil shelf (accessory) to the other side will allow installation and avoid starting over - agreed. Note this saves Ostaco time and money as well, which could be put towards fixing the sidelights.
We inquire on the due date again - well Hm Hdw has to send it a request in writing to get the additional accessory, and request for service on sidelights?
Call Ostaco and explain it's not the style of sidelight but the mismatch on the privacy as per your brochure. Call the company that made the custom sidelights they are very helpful and offer to give me samples to try at home. They can replace 3rd pane of glass with one of my choice to obscure looking in, but allow light. Great - not sure why Ostaco couldn't have investigated options?
Call to speak with manager of customer svc, tell her I'm on my way to the glass company to see what they can do about privacy, she says go ahead with that approach. Manager of customer service says she will investigate and call back. Two days pass, no call, I call again, she says Sales person was supposed to call. However they have no record of any faxes from Hm Hdw since we started the process in May?! I asked how they could have gotten this far without the confirmation on the door order, glass for the door, etc? No response. Sidelights as they are..I ask if they aren't responsible for their own brochure ratings?
Referred to the Co-owner of the company, he is surprised at the situation, normally a door is 3wks, 6wks for custom door he will investigate and call back. Wait two days, no call, call again, leave a message asking for resolution by Aug. 6th - 12 weeks after the order was placed....He says accessory is there, if I get Hm Hdw to return door and sidelights on Tues. Aug.3rd we'll proceed.
Again Hm Hdw comes and removes sidelights, inserts plywood, returns door and sidelights by mid-day Tues.. I call glass company and advise of glass selection for 3rd pane, she will get it ordered ASAP. They will work to get it ready for Fri. will require re-arranging their plant schedule.(great service!)
I call glass company on Thurs. hoping they will be ready for Fri. advise they still don't have sidelights from Ostaco?!
They will pick them up Friday, do their work and have them ready for 3pm, or Sat. for special pick up. Call Hm Hdw - no word on painting of the accessory or attachment to the door - STILL NO DELIVERY DATE provided!! I advise him the sidelights can be ready in time for install on 6th, push for the door to be ready. I advise my contact that I want to speak to the store owner first thing Friday.
I call the Co-owner of Ostaco again to ask what is going on...He says he doesn't know (so much for diligence/follow up internally - Imagine one of the owners checking on an issue and it has no effect?). I say everyone has done all they can but Ostaco, Glass company, Hm Hdw what about them? He says there is no way they will have the sidelights delivered to Hm Hdw on Friday afternoon. I ask why they can't make an exception. He said he pushed all the buttons as an exception to dealing with customers and referred me to the Sales rep between two companies and HUNG UP!
So here we are still no date for the door...Everyone else in the process has done all they can to make things happen, but Ostaco continues to be the barrier...So what choices do we have...
Start over with someone else and likely forfeit deposit?
Contact the Better Business Bureau - maybe but Hm Hdw is technically Ostaco's customer.
Contact Ministry of Consumer Protection - again Hm Hdw is my link so have to file complaint against them not Ostaco
First time I've had such an experience in all my dealings on windows, doors, etc. Cannot understand how they can function with such poor performers involved and running the show...
If I ever get a door & sidelights that are as requested based on their brochure it will be a miracle...
- Approximate cost of services:
- $5,000.00
- What could this company do to improve their services?
- They could be organized and accountable for their work and follow through on commitments. They could communicate their processes for what has to be done in writing even with hours of phone calls that don't matter? They could have a shred of customer service and consideration for what it's like for someone to live 12 wks without access to the front of their home.
- Any advice to offer fellow homeowners facing a similar project?
- Find out your rights first - did you know as a consumer you have a right to a delivery date...Check out the relationship between companies, understand the terms of the situation and define consequences of lack of follow through. Don't be considerate of the middle man if they don't push for you and demand service from their suppliers.
- Company Response
Dear Ali,
Since 1981 Ostaco Windows and Doors has custom manufactured high quality Energy Star Windows and "Looks like Wood" Fiberglass Doors to dependable and qualified dealers such as Home Hardware.
Ostaco "does not" manufacture the decorative glass which becomes a part of the door. Each individual glass manufacturer has their own privacy rating which Ostaco passes along to the dealers. It is always best practice to visit a showroom and inspect the glass personally before purchasing a door lite to avoid any misconceptions.
We're all human, and sometimes mistakes happen. It's unfortunate that the dealer in question had issues with ordering the correct system for you. We are custom manufacturers and all details are provided to us from the dealer upon placing their order. Could you imagine if the measurements and details aren't precise, we would literally have hundreds of windows and doors across Ontario that had been ordered incorrectly.
I understand that today, you are absolutely thrilled with your new Ostaco Door, which by the way, is the only door system that carries a lifetime warranty!
We have a reputation for quality as does our dealer Home Hardware and we are happy we were able to correct this slight misunderstanding Thanks so much for purchasing our products and thank you to Home Hardware in helping us get it right.Sincerely
John Martini,
President