Lila, Toronto

When I first began dealing with Home NRG Savers Inc. they were wonderful. The original inspection was great. It was informative and Von was helpful and appeared to know what he was doing and talking about. Once the final inspection took place, everything changed. The individual, Greg, was rushed. As clients/customers, we need direction since this is not our business. He did not mention or verify things. As a result, it was not until he rushed out the door that I realized that the house was not properly 'prepared' for the test. So, the whole house was not properly measured. As homeowners receive a rebate based on the percentage in improvement of home energy efficiency, it is obviously important that both inspections are performed correctly. So, we are unwillingly paying for this sloppiness and carelessness. Although the receptionists are always friendly, there is now a wall. I have called 6 (six) times and have received empty promises that someone will call back to explain. I have been put on hold a few times -- and held, and held, and held. Trying to get through to the owner, Doug Clark has also been futile. Yes, I understand that the end of the rebate program was coming up, so I am sure it was a busy time. But, there is no excuse for bad service. And, since the government programs are no longer operating, companies such as Home NRG Savers Inc. will need to rely more on great customer service, repeat business and word-of-mouth. Angry customers don't go away if you ignore them.

After almost a year of unanswered phonecalls, 'forgotten' appointments and 'unreceived' e-mails, I gave up trying to chase the people, at a window and door installation company I had hired, to return to complete work they had started and fix problems they had created. Searching around with trepidation after my nightmare experience with the previously mentioned company, I reasearched some more and contacted Gem Windows & Doors. I cannot begin to explain my relief and joy from the moment I began dealing with the professional staff at Gem Windows & Doors. They arrived when they said they would and completed the work quickly and professionally. Also, they fixed the problems that the previously contracted company refused to come back to fix. They completed these repairs professionally, proudly and efficiently. After the installation was completed, I had some questions. Not only did Joe (one of the installers) return my calls, but he actually came over to explain everything. As if that was not super customer service, one of the owners, Jim, later called to make sure everything was fine. The new windows and door look fabulous and they are noticeably efficient. They are also Window Wise members which further enhances the value of their workmanship! After seeing red for so long with the previous installation experience, the professional staff at Gem Windows & Doors have helped me to see a lot more clearly!

They left in the middle of the job with no explanation when I questioned why they could not finish the work. They told me I had to make another booking to complete the work. I have since booked 7 more appointments. They have not shown up for any of them. I have sent a total of eleven (11) e-mails to five (5) different people in the company. No one has replied to any calls or e-mails. I have contacted the Better Business Bureau. The caulking is falling off the windows, my floor is cracked from where they installed the door and my house feels more draughty.