Our experience with GEM was terrible – our windows were installed 6 weeks late and it was by far the worst customer service experience we’ve ever had with a company. The complete lack of respect to us as customers was totally unprofessional.
We were given a 4 – 6 week timeline for installation of two windows in our house, this fit nicely into our first baby’s planned due date 10 weeks later. Over the next 3 months I spent hours of my person time following up with three different members of the GEM team with little or no response, I sometimes left or wrote 4 – 5 messages before hearing back – if I heard back at all. I was promised call backs or emails that never came, and once again I had to chase them down. I was given all kinds of excuses for the delay - vacations mix up, incorrect order, window was heavy the manufacturer and my personal favourite “We are so busy”. After the 6 week deadline was missed I spent one month asking for my deposit back, instead I was given a 10% discount and was then told 12 – 16 weeks was typical for the industry…so basically too bad for us? Finally 12.5 weeks after our initial meeting and deposit the windows were installed.
The only positive part of the entire transaction was the installers – they were professional, friendly and took into consideration I had a 2 week old baby in the house.
I see that many people are writing glowing reviews (and are incented to do so) – but with so many window companies out there to choose from I would not recommend taking the chance that you will have a disastrous experience like the one we had with GEM.
- Approximate cost of services:
- $2,500.00
- Company Response
Please find our response to the above review. Since it's posting on December 14th 2010, we have made every attempt to identify the customer so that we can respond to their concerns. We require additional information to be able to clearly identify this specific customer. We would like to very much speak to "Brooke in Mississauga" because we have a Service Care Department and an Installations Care department, and regular surveys are conducted to ensure complete customer satisfaction. To date, we find no record of a report which can be related back to the customer, "Brooke" therefore, we are asking for Home Stars' cooperation and have yet to hear from the writer. We remain available and eager to rectify any concerns they may have. Yours sincerely, Spiros - President - GEM Windows and Doors.