Our project is a complete renovation (essentially a new rebuild) in the Eastern Townships in Québec. The windows arrived in late August 2015. It comprised a total of 21 custom openings of various sizes and designs which included 3 patio doors and 2 double centre opening patio doors.
While we were extremely well taken care of by the Québec distributer Glass vision - very professional - and very much like the windows and patio doors, we were not impressed - in fact very disappointed by the delivery. It took almost 3 months to receive the order. Even not counting the delay caused by the 2 week shutdown of the Québec construction industry, it took over 2 months causing delays in our construction timetable. However, what was most upsetting was the shoddy delivery and one of the units arriving broken and dented.
The order was to be shipped from Inline directly to us, but that did not happen. The order was transferred to another truck in Drumondville (considerably out of the way). When we received the delivery most of the units were not wrapped, some had cardboard corners that had fallen off and as mentioned one unit was completely broken. A number of the other units not being properly wrapped have small marks and scratches on them and we will have to ask Inline how to deal with that.
A complete new replacement unit for the broken window was very quickly and efficiently reordered for us by Glass Vision on a rush order , but we have no delivery date which as you can imagine causes problems for our contractor and for us.
As an added issue, Inline required that the entire ballance be paid in order to release the order for shipping to us. Furthermore since we are in Quebec and ordered through the Québec distributer we could not pay with Visa which we would have preferred and which the Inline site allowed, and instead could only pay a small minimal amount by Visa and the rest had to be paid in advance by cheque.
We were assured we would receive the replacement window, but we have no idea when. All in all we love the windows and patio doors, but the long delay, delivery issues and full payment in advance are a real problem in our opinion.
- Approximate cost of services:
- $250,000.00
- Company Response
Dear SMberlin
First and foremost we would like to thank you for choosing Inline and our distributor Glass Vision. We will try and respond as best as we can to you but there are certain topics we cannot address as they are between our two companies.
When Inline calls in transportation to ship product, the transportation co. is informed of two things, (1) no cross docking allowed (2) truck must be equipped with air ride. In this case Glass Vision selected to call in their own transportation co. and cross docking occurred. This is the single most reason for transportation damage and is beyond our control.
We certainly regret the issues that you had but you should be reassured that the product will stand the test of time.
Again we thank you again for selecting Inline.