Gem Windows and Doors

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.

Now that the last set of fenestration products is installed, I can now write this review in good faith.

After beginning with the March 2018 Toronto Home Show, we sussed out replacement windows for 60% of our "openings" and finally cut the deal in June just days before GreenOn got cancelled. (we had 3 units that qualified and did indeed get our $1,500. rebate cheque)

In that time, we talked to (and suffered a few "in-home" sales pitches from) numerous companies, large & small with a wide range of results. Also investigated the actual manufacturers of the vinyl framing, the hardware, the glass / sealed units as well as the company that assembles to all together. In this case we liked VinylBilt which is one of GEM's biggest suppliers.

Our sales rep Paul, was very patient over time when repeated "change requests" where put to him and ensured that even though the design software (from VinylBilt) was not really co-operating with our particular (and apparently rare) request for a specific grille feature, he made it happen.

From that point it was all easy-peasy and we joined the thousands of others from hundreds of vendors that were now queued up in the "get-it-done-before-Halloween" deadline for GreenOn. (what a mess that turned into, thanks a lot Dougie)

Tick-tock, tick-tock.... but they showed up in late October and the install over 2 days went well. Kudos as well to Cardinal Glass & VinylBilt who actually produced the finished product in time. (at least for us)
Walter and his crew were great, worked quickly with no cutting corners, shimmed, foamed, caulked every unit perfectly. One chap on his team sort of "refused" to install a bay window (replacement) unless he could repair the previously poor workmanship to properly support the new unit. Now THAT is commitment to doing the job right. The extra minor cost gives us years of peace-of-mind.

Unfortunately, a brain-fart hiccup with one measurement caused the final window to be mis-sized. They owned up to it and after discussing a few options, we all agreed on ordering a complete new unit. That is why
our October install was finished in mid-February. However, Walter did re-install the original window, caulked the heck out of it and it was dry and draft-free all winter. The man knows his stuff.

In conclusion, we are quite happy with the service, price paid and do not hold them responsible for the fallout from the GreenOn shambles nor the overloaded manufacturers as they were just as caught in the middle as anybody. They also don't bafflegab consumers with "repeated sales promotions or "Free" stuff if you order before..." like others do. Just a straight up honest price for a quality product.

Definitely give a Recommended rating, especially if you are in the Etobicoke or east Mississauga area, to include GEM Windows and Doors in your own vendor investigations. You get what you pay for. Especially as the Lady of our Castle is very happy with the end result and that's what matters.

I am completely satisfied with the quality of the window and it's functionality. The salesman was very helpful and courteous and They have a great selection of windows and doors. The installers were clean and efficient.

I have been waiting 6 months for my order to be completed, missing parts and poorly assembled. It looks as though they have no intention of honouring their warranty. The customer service is the worst I have encountered

My windows were old and needed to be replaced. I went to GEM and I was so impressed with the quality of the windows and the thoroughness and cleanliness of the installers. They were extremely professional. My family is very pleased with our new windows.

Changing doors in the middle of winter looks like a risky project. Yet the sales team and the installers of GEM WIndows and Doors did an excellent job in our place. They can be described with four "p"s:
punctual
prudent
professional
perfect.
We recommend them highly,
Pawel Chmiel and Lidia Janicki

Gem Installed the side door and the window. We ordered these works in early September and it was done exactly in the timelines as they promised. They always returned the calls and emails I sent them not missing a single inquiry and question, and the result was really good, now we have our new door and window in perfect condition.
My next door had a house fire and the egress window like ours, was done by the workers hired by the insurance company, the result was miserable. The egress window, supposed to be the emergency exit never opened and was so useless, so Gem was called in and took it over and done the great job. Another neibour of ours also used Gem's service for their front door and window last year. Gem is quite popular in our area, good work is spread by word of mouth.

The crew showed up on time, where very professional and did amazing job. I would personally recommend this company and crew. Thank you to GEM and their great team.
Cheers Wayne

Gem installed a sliding door in our kitchen about six years ago. Recently the door lock broke and I went to Gem to buy a replacement door lock. Stuff does break after time, no big deal. At the store they were very helpful and looked up the model number of the door I purchased and said they would order me a new lock. Great! To my surprise Jim called a week later and said he has a new lock for me and I can have it at no charge. Wow, what super after market follow up. I would certainly purchase any further doors and windows from Gem and highly recommend them to others. Regards, Dave H.

GEM was initially recommended to me by a close friend. My experience was very positive from the start with a visit to GEM's excellent showroom, where my wife and I were lucky to meet Tas who helped us with our many questions. Both Tas and the manager Jim appreciated that we wanted to preserve the look of our older home, and gave us very helpful advice on retrofitting new windows to replace the old ones. The service was personal and friendly, even though we only wanted three windows replaced in our dining room. I am extremely happy with the result, and am already thinking of replacing more windows in our house. The installation by Joe and his team was very professional and they did an excellent job. I would certainly recommend GEM to my friends for any windows installation.