Dear “Nabraska in Toronto”, thank you very much for your feedback. Your comments are appreciated and are taken with sincerity. We would like to respond to each of your comments as follows in hopes that you might reconsider recommending our company in the future.
As we do not have your contact information, we will not necessarily be able to address your instance specifics, but will try and provide some insights (we welcome the chance to address your concerns directly should you choose to provide us with your contact information).
We sincerely apologize you were expecting a thank you gift and that we did not come through with one, however as mentioned above we cannot address your specifics of what happened but do apologize you were missed.
Installation is dependent on time of year and is typically 6 to 10 weeks from time of our customers signing the agreement. Multiple steps take place, which I am sure you were apprised of. Upon signing of the agreement, an official measuring of your windows needs to take place, we ensure we are able to select a time convenient to our customers in order to complete this task. Then the windows typically take 3 to 6 weeks manufacturing time. At this point the windows are shipped to our location once or twice a week, dependent on the season. Once the windows arrive and we are able to schedule an install date, (again picking a time in conjunction with our customers which is convenient to them), and on the day of install, barring any issues with the weather, the install is completed in a timely manner appropriate to each individual situation.
In the instance of your garage window, all we can say is, mistakes happen in life, and as a company we do our very best, which includes a constant review of our processes. Based on your review information it appears your install happened sometime in the fall and this is the very busiest time of year for most any reputable window and door company. The typical period for a window to be manufactured and installed during the fall season is 6 - 8 weeks.
Regarding clean up, this is something we pride ourselves on. It is a consistent focus (again not being able to speak specifically to your situation), if the install happened in the fall, there is the possibility of snow being on the ground, or, in all cases sometimes no matter how hard we try we will not get all the minor debris that may get lost in the nooks and crannies of the grass, gardens, etc. If you see some of our other reviews web wide you will see a constant theme, cleanup is a source of pride and our customers in general respond favourably to our focus on cleanup. Having said that, no person or company is perfect and we do not profess to be either, no one, or company is, we just sincerely try to do our very best.
We invite you to contact us directly to address your concerns. Our attention to making it right is second to none in our opinion, and would welcome the chance to address any issues you have. The price you pay includes our industry leading warranty. So please feel free to contact us via email at info@kempenfeltwindows.com, or you can call us at either 705-737-1554, or 905-895-1554. We would love the opportunity to address your concerns directly.
Sincerely,
Robert Maslen
President