When we moved into our new house, we noticed immediately that none of the exterior doors were installed correctly and they let in street noise and let out the air conditioning and soon after a great deal of heat. We decided in December to replace all our exterior doors (3) and also to replace the doors leading into our sun room with proper garden doors.
We met with our sales representative quickly. He was very knowledgeable and helped us pick out doors that would be functional and beautiful. We signed on immediately and were told that because the installation of our doors was incorrect, he recommended we wait for a specific installer who was skilled with "tricky" installations. We agreed to order the doors ASAP and then to wait for the recommended installer.
In February, we were contacted to schedule our installation and were informed that one of the doors had come with the wrong glass (it had a star etched into the centre of the door). My husband was told that he could either purchase this door at full price, or they would send it back and have the glass replaced. He offered to buy the door at a discounted price and was told that was not possible. We asked them to send it back since it was very expensive and not what we had ordered.
When the installers arrived to install the doors, they had brought the "Star" door with them. My husband had to tell the installers himself that they were not supposed to install that door as it was incorrect and that they were going to have to return at a later date to install the correct one.
A few weeks later, we had rescheduled the installers to come and install the final door. The night before they were to come, we received a call saying that the glass had broken on the door and it would have to be re-ordered again. We were offered a $100.00 discount for our trouble.
A few weeks later, the installers had been rescheduled and were to arrive within a three hour window. Half an hour after the window had expired, I called the office to see if there was a delay and if they knew when the installers would arrive. The office contacted the installer and informed me that they were still at another job and anticipated that they would not finish in time to come to our home. I rescheduled them for this week. They came on time and installed the door in no time. When it came time to pay, the installers had no physical invoice and had not been informed that we had received a $100.00 discount for the inconvenience of our repeated delays.
The installer had to call the office and sit in our kitchen for 10 minutes while he tried to get ahold of the correct person. Eventually he confirmed that we had received a discount, we wrote the cheque and he left.
In conclusion, the sales representative was highly competent. He helped us pick out beautiful and appropriate products for our home and answered all our questions thoroughly and honestly. He did not push things on us that we didn't want and was very nice to work with. The products themselves are spectacular. They are durable and beautiful. The installation was impeccable and was completed very quickly. While we did run into some bad luck, the customer service was horrendous. We were continuously patient as everything that could go wrong did go wrong and received basically nothing in return that would retain us as customers. Though I love my doors I cannot recommend this company.
