Gem Windows and Doors

I’d had good service from Gem on two earlier occasions so I went to them for a third time for windows and doors. Unfortunately this time my experience was extremely negative. The doors I ordered - a major investment for me - were incorrectly drilled, which of course can happen and isn’t the end of the world; however since the error was confirmed on-site by the manufacturer’s representative I have received neither an apology or an acknowledgement from Gem. My emails, phone calls and in-person visit were met with slick buck-passing; as well, there was some truly garbled nonsense when it came to what should have been a completely straightforward exchange of door hardware. I eventually made the necessary door repairs myself so I could secure my home. A nominal refund was eventually authorized through email by the manufacturer. I have sent reminder emails twice and have never received it. These folks will say whatever’s required to get you off the phone: on various occasions I was promised a contractor’s rate (Seymour), free door hardware (Seymour), and that I shouldn’t worry about paying the full amount before they would deliver the doors because they “stand by their product” (Jim). Judging by their arrogant responses to some of their negative reviews, they are incapable of acknowledging when they might be in the wrong. Save your dignity and your money and shop elsewhere.

GEM installed new windows and doors in my parent’s home over 25 years. Recently the sliding mechanism on one of the windows broke. I contacted Jim Christopoulos and he was able to source the replacement parts at no charge. The windows and doors installed by Jim and his team over two decades ago look and operate like new. I would not hesitate to recommend GEM Windows & Doors.

Just had two storm windows replaced in our 80 year old house. The experience with GEM was fabulous. Upon first inquiry, we received a follow up call the next day and an initial assessment made the following week. Waiting for installation was a little long, but understandable due to COVID. Communication was always swift and pleasant. Installation was a breeze. Great all round service.

We had all of our windows and doors replaced. It started off as a great experience but has been quite frustrating more recently.

We dealt with Paul in sales in January this year. Paul was professional and courteous. Installation went well. Joe (installer) was an expert, experienced, and a pleasure to work with. The installation was in early June. However, the wrong front door was delivered. We were told that it would be a few weeks for the correct door to come as the manufacturer is usually quick when a mistake is made. However, we waited 3 months and never heard anything from GEM until we reached out to them and they seemed surprised we didn't have our door. This was disappointing as it showed a lack of follow-up on their part.

The manufacturer came and provided a door, but this door had damage. We are not 4 months past installation and still do not have the door we purchased. GEM is not one to follow through, so we have to take the initiative to reach out to the company for updates, but haven't been satisfied in GEM's ability to complete the job.

Overall, I would say that the front end of the experience is excellent, but not sure it is worth it in the end if we don't even get what we paid for. I don't think I would use GEM again in the future - when you spend this much for a major job, you would expect a company to follow through and complete the job.

We are extremely happy with our new windows. The service you provided from beginning to end was excellent. The finished product is well made and beautiful.
Most jobs go smoothly but when we had a challenge to overcome your determination to get it done and your professionalism were both outstanding.
We would be very happy to recommend you and be a reference.

Gem had replaced my front and back doors back in 2006. Recently the latch on the front door snapped. I called Gem to see if this could be fixed or if I had to replace the entire door hardware. Its been 14 years since these doors were installed. Gem called me and asked that I send them a picture of the hardware and the snapped latch which I did. Upon review they contacted me and provided me with a replacement part free of charge. Great service and I am very happy I initially chose Gem. I fully recommend them.

I contacted Gem Windows & Doors for replacement crank handles for two sets of windows that they had installed a few years ago. Jim Christopoulos looked after it immediately and supplied exactly what I needed, at no cost. The windows are in great shape, but often opened, so I am very pleased to have them working and looking great again. All of our replacement windows and doors have come from Gem.....great quality and great value.

GEM installed a number of windows for us back in 2015 and they have been great. When a small piece of window hardware broke recently, I felt very comfortable in contacting Jim Christopoulos. He was able to find the right piece for me and I picked it up today from the reception desk - no charge. That is amazing service. Thank you Jim. Patrick Longhurst

DO NOT SPEND YOUR HARD EARNED MONEY HERE PEOPLE
I am writing to express my total frustration, anger and disappointment at Gem Windows. 2 years ago we paid 12,000 for a front door and back door with retractable screen. The front door was fine, its the back door that we have had ongoing issues with. The first install of the back door was done so poorly that the installer had to mount a quarter round at the top to fill in a very noticeable gap..not impressed. After finding scratches (that were covered up btw) and other manufacturing defects, the door was finally replaced the following summer. but again the door was not installed properly. I have followed up numerous times/sent photos had another onsite meeting with both GEM and the manufacturer at the beginning of this year (before the covid 19 thing) and everyone agreed something was wrong with the door...i agreed to wait until warmer to address this again. well guess what? The gentlemen i was dealing with at GEM retired and NO ONE TOLD ME and of course no one knows anything over there ...on top of that no one returns my phone call. their customer service sucks..i am filing a complaint with anyone that will listen.

4 Star Rating:
Professionally installed and on time, 3 stars plus a bonus star to Tas for trying her best to accommodate her client's best interests. I went from white frame to black frame, the windows look great.