Substitution of brand - 26 Windows
Finalized an order for 26 platinum series armor windows (brand stated on written and signed contract) in late Dec 2018. Asked for an update in Jan 2019 and was told product was in production. Got an email a few days ago stating GEM is unable to provide that brand and is forcing me to change to a different brand that has only been around for "several months".
GEM has stated that if I don't follow through with this order and change that I would be violating the contract and forfeiting my deposit.
I placed my order with a specific brand that has been around for over 25 years. I did not accept this change and they (GEM) is refusing to refund my deposit.
I have filed a complaint with the Ministry of Government and Consumer Services.
Building a new home and now facing a big delay due to this.
Buyer beware.
- Approximate cost of services:
- $35,000.00
- Company Response
Dear readers,
Not exactly the whole truth. At GEM we are not in a position due to pending legal actions to provide complete details, but here are some points to consider. The customer indicates that the order was finalized in December 2018. It was actually signed on Labour Day weekend at the beginning of September. There were many delays because of issues that our customer apparently had with his project. Even though the original quote had expired, we honoured the original pricing and also amended the contract as per the customer's request. While delays occurred at the customer's end, the situation with suppliers changed. Yes, GEM has offered the customer a better window that costs us more at the same price because we believe it is in the customer's best interests. Is this offer being turned down because the company is relatively new? We don't believe it is. We believe the customers overall issues make it likely that they simply want to get out of their contract completely. Their behavior suggests to us that they are simply trying to break their commitment.
Regards,
TEAM GEM