Since I would like to comment on several different aspects of the job from beginning to end, I am writing this categorically.
Product Quality (10): I like the range of windows available, and the ease with which I could request slider windows with varying heights made to order. They offered fabulously rich colours, and several different designs of doors as well. I particularly liked the fact that the windows were manufactured and designed in Peterborough, Ontario; therefore, since I live within the province, if I needed any parts replaced or service calls, the office and warehouse were not far. The window and door trim however, was only painted with primer therefore, I did not realise that I would need to paint all of the new trims, and some walls, with a final paint finish. Since this is my first window/door installation, I would have appreciated if the sales rep. had mentioned this during the initial meeting.
Initial meeting (10): I really liked the fact that pricing for the windows/doors was done immediately on the spot. Therefore, i could request any design or type of product and had the price before the sales rep. left. I did have a harder time receiving replies from the sales rep. as I wrote him via email and left voice messages as I had a few requests and questions. The communication (7) was not the best even if I am a patient person.
Installers (10): The installing team (Brandon+Sean2) were really great to work with and explained everything along the way. They cleaned up inside my home, in the front and back yards, and took all of the garbage away as well. Between the months of February-March, they had come 3 times to measure my windows and doors to ensure accuracy. Then, they installed them over a 3 day period, and then due to an error in measuring one of my windows, the remainder was completed in early July. Even as I had 3 windows ripped out simultaneously, with a thunderstorm gathering strength and the wind blowing through my home, I still had faith in these gentlemen to complete the job and have windows and doors for me by the end of the day.... as seen above.
Scheduling Team (7): The scheduling team did accommodate my schedule as in our complex no one can park in front of a home from Thursday-Friday. Therefore, they made sure that the installing team would come another day. However, the scheduling team did not schedule enough days for the entire job to be completed. The installing team's "foreman" had requested 5 days to complete the job yet, the scheduling office scheduled them to be done in 2.5 days even without knowing the possible challenges of a new job. Furthermore, when the final 2 windows were installed in July, the scheduling team booked the installing team for 1 day however, they ended up working almost 2 full days which added some complications to my end... nor did they tell me that the team would be starting later one day because one of the installers had a morning appointment. Therefore, communication (6) can definitely be improved upon between scheduling team members, schedulers and installers, and schedulers and sales reps.
Price (10): I had 3 different quotes and all of the companies were within the same price range from $15,000-$17,000. I chose based on price and the manufacturing facility being located within province.
Suggestions: I understand that the spring/summer seasons are the busiest time for installers. However, scheduling installers to work 7 days/week over several months will obviously cause physical and mental exhaustion for installers doing very hard physical labour. This naturally may cause accidents, errors of judgement and just stress to complete jobs on time. May I suggest that you hire more installers and provide your installers 1 day off per week. It would benefit the customers, and the company.
I feel that I can contact this company at any time if I have further questions or concerns about the products installed in my home. I sure look forward to seeing a noticeable difference during the winter months as I already notice a difference with no drafts at doors or windows. Thank you.
