I purchased two patio doors in March 2024, costing approx. $13,500, with an initial installation timeframe of June-July. Due to shipping delays, this was pushed back multiple times until they were finally installed at the end of October 2024. When the doors were installed, I discovered large fingerprints and grease smudges on the inside of the glass insertsclearly a manufacturing issue, not a result of the installation.
After contacting customer service, I was told to send photos of the issue. The installer was sent back weeks later despite customer service being told that the issue was with the manufacturing, not the installation. A follow-up technician visited and took more photos, noting that the interior hand prints and smudges were visible from the opposite end of the room at a distance of approx. 14 feet. The subsequent response from Service was a refusal to resolve the issue, claiming that the defect was only visible from less than three feet away (as that was the distance the service technician required to be able to capture the prints electronically, using his cell phone).
After much back-and-forth, the service department offered to provide a quote for us to purchase new glass inserts. I suggested that they send a photographer to properly capture the smudges if they won't take the word of their own people, that the smudges are visible from 14 feet away (the warranty fine print specifies that 'defects' must be visible from less than 3 feet away), but this never happened. The response from customer service has been entirely unsatisfactoryconsistently pushing off resolution due to an ongoing "process" involving a mysterious manufacturer who is difficult to reach, especially around the holidays.
Despite being told by one of the owners that extra units were ordered due to high demand and shipping delays, and my suggestion that they swap out the inserts and then deal with the manufacturer at their leisure, we are told to allow 'the process' to unfold. The company has failed to make meaningful progress, leaving me extremely frustrated with the lack of resolution and transparency.
Its been nearly a year since I made the purchase, and I still have to deal with this issue. After trying to give them ample time to resolve the situation, I no longer feel comfortable recommending Canadian Choice. I hope this review helps others avoid similar frustration.
Jan 8, 2025 Update: I have reached out to the company multiple times, requesting that management or the owner(s) contact me to address this issue. The companys response, here on HomeStars, urging me to contact them appears insincere, seemingly more about saving face than providing actual customer support. Its clear that post-sales service is not a priority for them. Buyer beware.
