Ostaco Windows And Doors

The windows they are installed are incredibly beautiful and because of the amount we installed there was a discount offered. Wish they would have allowed to us to determine what kind of window (3 pane, 2 pane, etc) we wanted for each bedroom, but they did do an overall job. They are good at keeping out the cold in the winter (my room is much warmer in winters), and there is a very good warranty on them. Earlier my sister dropped a hammer and it hit the window (putting up xmas decorations) and the window didn't even crack or shatter. Very durable.

I had Ostaco patio doors installed in my home and it looks fantastic. The quality and service was exceptional and I would recommend their product.

Ostaco's team was very helpful and knowledgeable. They made is easy for me to choose the patio doors I wanted and I was very satisfied with their doors.

Thank you Ostaco.
Nat

When we decided to finally build our dream home in the country to retire to we chose to go with Ostaco Windows and Doors after investigating several different window manufacturers. We were impressed with Ostaco's commitment to quality and it was reassuring to us that their windows were CSA certified and Energy star rated. We found the dealer to be well informed on the product and very helpful, even making suggestions on design and sizes for our project. We are thrilled with our windows. They have been installed for almost two years now and we have had no real issues. We have absolutely no drafts from any of the windows and doors and our house is so comfortable in both winter and summer!

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...