Sheila

We reached out to Window Medics Sept 16th to look at a window we were having issues with. Moiz came out, diagnosed the problem as "bad installation" and quoted us a price to repair. We agreed to move to the next step of investigation. At that time he asked for a deposit. I asked for an invoice and he told me he would be sending it showing the deposit once sent. I sent an eTrans so the next visit could be scheduled, and Moiz said he would email the invoice. We became very concerned when he then told us that the stucco on our house would be removed by up to six inches around the entire window and that the stucco repair would not be done by Window Medics!!! All of this after getting the deposit. As soon as we expressed concern about that he backed up and suddenly it could all be done from the inside, no stucco damage. Time passes, a wind storm delayed the further investigation and we were waiting for a reschedule. Meanwhile, Moiz called to tell us that he was in communication with Geinow (the manufacturer of the window in question) about our window and that "he was working on our behalf to get them to provide new windows at no cost" . . . which made no sense whatsoever as he also told us he was still planning to book to have the window just pulled and re-installed . . . the same window . . . and that would solve the problem. Couldn't help but wonder if Geinow was going to provide a new window, why would we have someone else pull and reinstall the old one? The convoluted story telling just got more bizarre as the conversations continued. We had no faith that he had a clue what the real issue was and knew we could not put our home in his hands. I called Gabriela, who is the only person who answers calls, and told her that we were not moving forward . . . please refund the deposit. Now there had been zero work done. The only person we had seen was Moiz on the initial "sales" call . . . there was no product being custom made for us, it was an entirely labour effort that had been discussed. No cost to Window Medics whatsoever. Gabriela didn't indicate any problem there and said someone would get it done. A couple of days go by, no refund appears, no call is made . . . nothing. So I called Gabriella back and she sent me a number for Moiz. He did not answer so I left a message. When he called me back he told me I could not get my deposit back because the invoice indicates that deposits are non-refundable because of the custom products, etc. For a start, we did not get an invoice until after the deposit was paid. This was acknowledged by Moiz on the call. He also acknowledged that he did not share that particular "non refundable" point before asking me for the deposit either. He blatantly avoided sending anything until after we had sent the money. This is totally unscrupulous. At the end of the day, this man totally mislead us as to cause, purposely did not share information about any 'non-refundable' condition, was rude and abusive on the phone with me to the point where I actually had to just put the phone down . . . this, however, did not stop him calling back repeatedly to continue to berate me verbally. Window Medics fraudulently took $630 from me for a service that would not have solved the problem and did so without indicating that they would then refuse to return the funds when the reality of the matter was revealed. I tried reaching out to what I thought was head office only to be told that I needed to resolve the issue with Moiz as Window Medics Calgary is an independent company owned by Moiz and that the main Window Medics is a wholesale company who supplies products to contractors. They said they have contractors that they supply throughout North America and that they don’t get involved with their disputes or serve their clients.