We had a positive experience with salesman George Troff and ordered 9 windows on Nov 4/14. The installers led by Faruk were amazing, very efficient, polite & courteous and did an amazing job of cleaning up after they were done, Jan 5/15. It was a very cold day and I commend them on being able to work in those temperatures with very few breaks to warm up. Unfortunately the glass in one basement window was broken. I waited until late March with no communication. It took me 2 days and 3 phone calls to find out the glass had not been ordered. The new glass was installed in April. Last week, one of the bedroom windows wouldn't close but I saw that the hinge was catching and I was able to push it back. This week, my kitchen window will not close completely and I can't see where it is catching because it doesn't catch till it's almost closed. I called yesterday morning, June 3rd and left a message on the service line. Having not had a call back, I called again this afternoon and kept calling until a real person answered. She transferred me to voice mail! I kept calling back again until I got another person and told her I did not want voice mail, I wanted a real person. She said she would email someone to ensure I got a call back. Well, the office is closed now and still no call back. I guess I'll start the process again in the morning.
All the reviewers that gave a 10 were perhaps reviewing as soon as they got their windows, or have not had to contact the company yet. I would have given a 10 based on the experience until the windows were installed. However, 5 months later, I realize that there was no followup either by the salesperson nor anyone else from the company, which should be standard practice. I've now had 2 horrible experiences with lack of customer service within 2 months and am not happy that I have recommended this company to friends. George would get a rating of 6, he should do followups to ensure his customers are satisfied. Faruk & his team would get a 10 - they are fabulous, the customer service would get 0. Pretty bad considering I may have to try to deal with them for the life of my windows.
Update: Although it took this review to get proper service, my window was fixed on June 5th, it had a factory defect, and I now have a Winnipeg service dept extension to call for future service. Although I was going to write all the events of June 5th, I will just say that I am hoping that the customer service may improve. I have adjusted my rating from 3 to 6 to reflect this.
