When I first obtained a quote for my basement windows Alex came by. He was extremely rushed, running from window to window, not taking the time to allow questions or exude any professionalism. I initially decided on Canadian Choice as the quote was significantly less money than the other 2 quotes I got.
I called back to say I forgot to get someone to quote me for potential repairs on the windows upstairs. I was told to ask the guy about it who comes for 'final measurements'.
I had to wait for a month for this person to show up to measure, as they only do it on Sundays and I work shift work. In the times that I was calling Alex for questions he was extremely put off and rude to the point of almost angry. When the measurement guy came (Vladmir?) I explained to him the situation of quoting the upstairs repair windows, and he told me he didnt do quotes, but he thinks the upstairs windows are not repairable. He then said he would take the basement window measurements regardless today in case I decide to go ahead with it and so he doesn't have to come back. When he was leaving, I told him I wasn't sure what I wanted to do, and in the meantime to stop my requistion and hold the down payment. He agreed.
The very next day I phoned the office to confirm a second time. They agreed.
The third day I phoned just to triple check. They said everything is cancelled and not to worry.
A week later I saw on my credit card statement they charged 375$ for a down payment.
I phoned the company and initially got the run around and was told 'well we'll see what the measurement guy says'. So it was my word against his?
I had to wait for the manager to call me back and it was more the same questions, interrogating me as to why I didnt cancel the order sooner- even though I explained it was their employees who were telling me to wait until the measurement guy could take a look at the upstairs windows.
The manager finally said 'well the measurement guy doesn't come for Free. That costs money. You shouldn't have booked an appointment with him then. I will give you a 300$ cheque back but have to keep 75$ to pay for him'.
I picked up the cheque 30 minutes later from their little office in the west side of Edmonton. The cheque was laying for me on a counter in the middle of the show room. The manager wasn't there. The one receptionist didn't say a word to me.
All in all I am extremely upset and disappointment with their so called guarantee for customer satisfaction. It ended up a terrible experience that not only cost me money but inflamed my anger at being accused and told that I was in the wrong.