Ali H in Aurora

I needed to have 4 windows replaced to finish them all off, but since I was starting to have problems with 3 other previously installed double windows I was considering doing 7 in total. This company was voted to be the 'best' by local readers. There price was aligned with other quotes, however the windows being offered were triple paned and the screens had the metal pull tabs that would always work (whereas the 3 extra windows I was considering had the plastic rings that break over time making it hard to get the screens in/out for cleaning). The experience started with some delays in installation date which threatened other work being done on my home and my having to pursue delivery date after paying a deposit was not 'great' customer service. The windows arrived with the crew, I had to call that morning to find out what time they might be showing up (approx.10am). There was a request for custom trim for one set of windows to match other wood in the room, this was missed and they wanted to substitute for another wood, I declined, they went to a local wood trim provider, again wanted to substitute, I declined willing to wait. The windows were put in that day and overall it went 'well', however I had advised them to install as if the house was newly constructed as the siding would be removed after their work was done, this was inconsistently done. I checked the windows before they left and found scratches on the window trim, the installer suggested I ask for a discount. I said I paid for new windows and that's what I want them to look like... I called the office and I was advised to do a further inspection that night and call in the morning with a list of concerns. I set out at 6pm that night in the heat to clean all the windows and trim to check for issues. (A previous window company who had done a custom bay window cleaned the windows before they left, a touch that would have gone a long way here). I called the next morning and provided the list of concerns scrapes in the vinyl, black streak marks on the vinyl, etc. I advised them that I needed to have everything fixed before the next week as work was being started on the exterior of the house. They wanted the remainder of their payment and I said when I have some 'plan' of action to address my concerns we could discuss that, however I hadn't heard from anyone in over a week. This lead to more chasing on my part with the 'installation' manager to pursue getting things fixed. Eventually, they sent a different crew to address the issues and finally install the custom trim. They later sent me a satisfaction survey which I didn't bother to complete, afterall I would hope that they already knew the experience I had... PS The custom window I mentioned earlier needed some maintenance and when they arrived to adjust the casement windows, without charge, I mentioned that I wished I could have had them do the other windows just completed. Turned out one of the crew was the owner's son and he was surprised to hear that although their salesman had come out to measure for the doors and windows he never followed up with a quote so I thought they weren't interested?

I was pursuing updates to my home as part of the second energy audit. I was planning on installing PV Solar panels on the South side of my home and thought I should replace the aluminum siding on the second storey and add insulation as a number of neighbours had done. When the audit was being done it was discovered that due to the age of my home (built late 1960's)there wasn't really any insulation in the walls (equiv.R4) so I couldn't just replace the siding as the whole North side of my house was brick and therefore the coldest portion would be left 'as is'...So I started researching for an alternate solution and found EIFS which is essentially putting insulation on the outside walls and then sealing it with cement and a finish coat of stucco. I started searching for providers and found that after 5 estimates I had one that was $8k higher than the lowest with 3 in the middle but the scope of service varied widely. This became key to knowing what you were getting for your $. I found a neighbour a street over had their house done and they provided me with the name of the person they used, he was local to where we lived and they had good things to say. I contacted him for an estimate, his was in the same range as the other 3 but since he was local I felt it was a better choice.I called the 3 references he provided and went to see their homes. He assured me I would be extremely happy with the work of his crew and the finished result would be perfect, he wants his customers to be happy. He would take care of extending the external outlets and taps and included caulking once finished which was one difference with the others. He also provided me with a copy of his insurance information. So I said let's schedule for May...I also had to get 3 doors and 7 windows done and all those had to be finished before he would be able to complete his work. The work started beginning of June, took 2 weeks and was more disruptive than I expected and if I never see small pieces of styrofoam again I will be very happy. This is really where the high expectations didn't come through. The promised daily clean up wasn't done effectively or consistently so there was always styrofoam around, inside/outside, everywhere so I ended up cleaning up after the crew left each day. I also had to clean up after the stucco was applied as it was in the gardens, on various other areas outside. It looks like I have new home and his willingness to use a custom colour for the external walls that I chose as well as the colour for the ledges was great. The final work was to have the caulking done and due to lack of communication the person arrived twice without warning. Once he had to be sent away because my front door had still not been installed, only the frame was in place but not properly set(see Ostaco review). The second time we had a long discussion while my relatives from the US, Australia, etc. watched as he showed up without warning as they were arriving for a visit! There was also an issue with the front tap as it wouldn't stop dripping and there was a gap at the top of a few windows and the front door between the stucco and outside caulking making it look inconsistent. He came by to 'look' and didn't think he should have to address these issues. He said he did me a 'favour' by extending the taps and it wasn't in the contract so he wasn't responsible to fix it, even threatened to just take the tap off and I could hire someone to fix it.He was angry that the person doing the caulking was sent twice and I said calling me would have avoided both instances. He also challenged the suggestion to paint where the gap showed, he felt he had addressed one other problem with flashing as 'a favour' due to the other workmen not doing the job properly. I said that cutting off a piece of flashing was part of finishing the work properly. I said I was told I would be happy and all would look perfect? He later emailed indicating he would do the painting, I guess my having still owed the last installment was realized, I was disappointed he didn't also apologize for his loud discussion outside my home. Overall, I am pleased with the finished product, just disappointed when someone says something will be perfect. I was skeptical, however in this case simple attention being paid to communication and a calmer approach would have resulted in a very happy customer. Another neighbour has already had him do work on their home as a result of my initial reference, the recent interaction on the remaining items has tainted my impression which again could have been softened by an apology.

This company was contracted by a door manufacturer to create sidelights for my front entrance. The door manufcaturer was terrible to deal with, however this company went out of their way to address the issue with the manufacturer. The manufacturer advertised the sidelights as having a privacy rating of 8/10 (10 being opaque) this was important as my front door is close to the sidewalk. I originally inquired about a style that was 9/10 but they said it wasn't very appealing. Sidelights arrive and the glass is see through..no opaqueness..Door Manufacturer says 'too bad', have to escalate to co-owner of the company to get them to take responsibility. Glass company invites me to come by and pick up samples of more obscure glass that can be used as 3rd pane, they will replace it. Battle continues with manufacturer of the door, but finally they agree and if I can get everything back to them Aug. 3rd we'll push for Aug. 6th. Glass company doesn't get the sidelights until the 6th due to the manufacturer not delivering them (no explanation as to why) Glass company planned work based on my call Tues., is ready to go, and will work to have them done by 3pm Friday, and will even arrange for special pick up on Sat. for installation. BUT can't get door manufacturer to pick them up...'no way' they can get a truck to pick them up and turnaround and deliver for installation. Unfortunately the glass company will have rushed their work for nothing...Maybe one day I'll see the sidelights installed. IF I ever need custom glass work done - this is the company to work with!!

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...