Overall, we were expecting a better customer experience.
After vetting other companies like Kempenfelt, Centennial and others, Northern Comfort had the best and most thorough sales pitch. Our rep was very helpful and responsive.
After settling on Northern Comfort, we had to accept a 16-20 week lead time, given what was described as extremely high volume (coinciding with the government rebates available). Fair enough. This also involved two separate visits to validate measurements.
After roughly 16-17 weeks, our windows were confirmed to be ready.
Installation #1
-4 of the 7 windows in total had a problem
-1 was frosted not ordered, 1 window actually didn’t fit the frame altogether, 1 screen fully damaged, 1 screen small damage
Installation #2 (to correct 1st visit)
-Installers replaced frost pane and replaced screen
-Was not aware of the full size window that did not fit, and did not have a replacement with them
Installation #3
-Installers came with replacement window to replace the one that didn’t fit the frame originally
-Did not clean up, and left scrap material on carpet and open caulking tube beside basement play area for our kids
In what started out as a positive customer experience, ended with disappointment after:
-3 installation visits (3 instances taking time off work)
-approximately 24-25 weeks from original order
It’s nice, but surprising to see other positive customer reviews on this site. If only the same diligence that goes into the “company replies” to the less positive reviews, went into getting the order and customer experience right the first time, then I wouldn’t be needing to write this particular review.
- Approximate cost of services:
- $6,000.00
- Company Response
Hello. We can appreciate how frustrating this must have been for you - this is definitely not the type of experience we aim to provide our customers. We obviously made some mistakes here, and we would like the opportunity to rectify them. We definitely put a lot of care in replying to reviews, good & bad, as they help us learn and improve, but they are also providing an opportunity for us to make things right. As you have written as a Private User we may not be able to identify you as a customer but we would still like to make this up to you. Please call Jimm V at our office at your earliest convenience.