This problem has now been rectified by Gem; the clips have arrived as promised and repair the issue. It's interesting to note that it took off-and-on consumer contact spanning (in my case, personally) a period of almost a year and a half to get this issue solved and even then, only after registered complaints on Home Stars and the BBB. While this problem has been fixed, it was, to me, entirely a service issue. I would think twice about engaging their services again. several "Magic" windows with roll-away retractable screens. Clasps for holding screens extended have broken off, even though usage has been minor, at best. Logged repeated phone and e'mail messages to Gem's install guy; the only return call that I received was from an irate representative ("Jim") who promised several times and re-assured me that he had the [common] parts in stock and would deliver them forthwith. This has not happened, though I've been phoning since October 1st and there has been ZERO follow-up on Gem's part. Apparently, no one at Gem knows how to lick a stamp, stick it on an envelope and drop the package in the mail. As things stand, I cannot use the "Magic" screen features I've paid for (and are still under warranty). Gem has been very irresponsible with their lack of prompt service on this issue. I would not recommend their product to ANYone - the manufacturer fails to follow through as well, citing their Parts and Service policy is taken care of by Gem. How pathetic. Your due diligence is a must, here.
- Approximate cost of services:
- $1,500.00
- Company Response
Dear John,
It is important to GEM Windows & Doors to hear all comments from our customers both positive and constructive. It is though the comments of many of our valued customers that we are able to improve and grow. Our company has been in business for over 53 years and prides ourselves on the ability to help our customers old and new. It is because of all this that we take offence to your unfounded and tarnishing accusations about our company.
John, your windows were purchased from GEM back in 2001 with a 5 year warranty from GEM ‘bumper to bumper’, the windows also came with a limited manufacture warranty. GEM installers completed the installation in 2001; we did not manufacture the windows but resold them to you as an authorized reseller of ‘Magic Windows’. Your warranty with GEM has elapsed over 8 years ago, yet we were still willing to go out and help a pervious customer to the best of our ability.
GEM went to your home to see how we could help and advise on the next step – this is normally a chargeable visit that you received at no charge. Your were advised by Jim as to what materials were needed. In the spirit of trying to help you out we looked to see if there were any parts here at our location and we unable to locate them to send you, however we would take another look. It was communicated to you via email that we had not located the clips and the service you required was to be directed to the manufacture. You were also clearly advised that this was not a GEM service and to contact the manufacture. Furthermore we provided you with all the needed manufacture contact information and your order information so you would be able to get prompt service. To further refresh your memory I have embedded the email between you and Jim, dated November 3rd, 2014. There was no additional communication with GEM, this led us to conclude that you had received your service from the manufacture. GEM provided their ‘due diligence’ above and beyond the warranty that you were to received with your contract.
Your inaccurate information as well as personally attacking the credibility of GEM Windows & Doors has prompted this harsh response to illustrate that not only did GEM Windows & Doors go above and beyond to help our previous customer, but that your frustration is with the manufacture and not with us. Given all of your defaming of our company we still continued to try and assist you, going on your behalf to Magic Windows in order to get a resolution for you.
You have taken it upon yourself to deface our company not only on Homestars but with the BBB, GEM has just cause to protect its values and company reputation by any legal means necessary.
We hope that any readers will see clearly that your pointed anger is no with GEM Windows & Doors and that we have gone out of our way to try and assist you as we would for all our customers.
Email Correspondence Jim (GEM) & John (Homeowner)
From: Jim Christopoulos
Subject: Re: still waiting
Date: December 4, 2014 at 11:18:10 AM EST
To: Spiros ChristopoulosOn Nov 4, 2014, at 11:14 AM, Jim Christopoulos wrote:
Dear John as i told you when i spoke to you, We do not really deal with this company anymore. The clips you are requesting are for the screens and over time will where out. As i said i have a few of them here and would mail them out to you if i could locate them. As far as the rubber on the windows, this has deteriated do to the sun. Your windows are over 10 years old. This rubber is not the main seal on your window. I think the best thing to do is for you to contact them directly and arrange to have the manufacturer come out directly to service you. There will be a charge for this but they will arrange this with you. The contact person is Rodica at Magic windows. the number is 905 856-8805 your job # 64606
Mr Emry this is not a Gem warranty issue. Please contact them directly to have you looked after .Thanks
Jim @ Gem
416 533-4331On Oct 30, 2014, at 12:19 PM, john emrys wrote:
Hey JimStill waiting for you to swing by the house and affect the window repair (so as not to have leaks), and also to drop off a half dozen sets of release clips for the Magic roll-away screens.
It's been a couple of weeks now since you were here... how about we roll this one up so I don't have to nag everyone to get it finished?
(Fridays are always n/a due to physio, unless you can come around after 5:00PM).
Best,
John