- Approximate cost of services:
- $20,000.00
- Company Response
It is unfortunate that our customer, who actually lives in Scarborough not Mississauga, has made these statements regarding our company. We are a Family-run business and we have been proudly serving our customers in the GTA for over 50 years. We do not leave customers with service issues that are due to our installations or product malfunction. The contract for the replacement of 8 windows was signed at the end of October of 2019. The fall of every year is usually our industries busiest time of the year, thus, our manufacturer did not complete the order until early December. On December 10th, 2019, I e-mailed Sonya, which I have on file, stating that the windows were ready but, because of the unstable weather at that time and the approaching holiday season, we would not be able to install the windows until the New Year. In the New Year, again because of bad weather at the time and, the uncertainty with the start of Covid, we were not able to schedule the installation until February 15th, not the summer as stated. A short time later after the windows were installed, Sonya contacted us to let us know that a double pane glass unit had cracked. According to Sonya, the glass had cracked on its own so, we told our supplier that it was a pressure crack, which is under warranty. With any warranty claim, our manufacturer wants to see a picture of the glass so that they can process the warranty claim. We were e-mailed a picture of the glass, which we in turn e-mailed to our manufacturer. The manufacturer ruled that there was a clear point of impact against the glass that caused the glass to shatter so it would not be under warranty. The charge for the replacement of the broken glass was from our manufacturer, it was not from us. Sonya also made us aware of a leaking window in the basement, which is an operating casement right under a wood deck. Unfortunately, our business went into a lockdown and we had to close for 2 months because we are not considered an essential business. At no point in time did I refuse to answer Sonya's e-mails or calls after we re-opened and were allowed to resume our business. Like any other business affected by Covid and its related issues, we have never experienced material and employee shortages as we have this past year or so, as well as trying to "catch-up" after missing 2 months of closure. In fact, we are still behind in many aspects of our business because of this.
With respect to the leaking window, our installer had foamed, caulked and installed exterior aluminum flashing around that window under the deck but, water seems to be running down the exterior block wall and its finding its way through the flashing.
I would like to re-iterate that at no time have we stated that we would not go back to try to solve this leaking issue and in fact, I have been in contact with Sonya in the last week or so, after she called us, and actually told her that I would be sending our installer back to see the problem, and just to please have a bit more patience.
I hope that after we go back to service this issue, we can change Sonya's opinion about our company.