MAXgreen Windows, Siding And Roofing

Hi Jesse, Thank you so much for the kind words! We definitely always encourage homeowners to get multiple quotes, but to compare more than just the price. The quality of installation is more important than even the quality of the window itself as leaks can cause a lot of costly damage to your home and a lot of health issues from mold growth over time. Always ensure you have a thorough understanding of the installation process and how many layers of protection you have from water getting into your home, as caulking and spray foam alone are NOT adequate. MAXgreen specializes in a 7-Stage LEAK-PROOF Installation System to ELIMINATE YOUR RISK of future water damage caused by leaks, and eliminates the need to have to replace your windows and repair damage 10-20 years down the road. Ultimately, paying a little more now can prevent having to pay a lot more down the road. We certainly want to save our customers costs wherever possible, but are not willing to keep installers who are not focused on quality first, and we are not willing to use materials we know will not provide a long term solution. We have repaired many "Band-Aid" solutions done by other contractors, and it obviously costs more to have to do things twice. Personal education is always the best way to ensure that you are getting the best long term solution for your home. Thanks again for the opportunity to work on your home and protect your family's investment. We look forward to hearing from you again next year when you are ready for the rest of your windows, or any doors, siding, or roofing needs. Cheers, Adam

Hi Ken, Thank you for taking the time to share your story! This is the way we expect all projects to go from start to finish! Every member of the MAXgreen Family is committed to not just saying we provide high quality and great service, but to backing it up every day by the way we work with our valued customers in their homes. Thank you again for the kind words and I hope we don't have to work together again soon, as that would have meant another bad hail storm up there! Take care Ken, Adam.

Hi "T", Thank you for taking the time to share your experience with the HomeStars community as it gives us a great opportunity to show future customers how much we care about doing the project the right way and truly do feel terrible when projects take longer than projected, regardless of the causes. Yes, the initial MAXgreen Installation Technician made an error in the measurements and is no longer with us for unrelated reasons. Unfortunately we are not perfect and mistakes do sometimes happen - we are the first to admit that and the reorder cost was ours to cover due to the mistake. Sometimes suppliers make errors too. Most of the time they deliver as promised, but last year our main supplier went through a merger and numerous internal issues that they had to work out, which is not an excuse but rather a fact that we were forced to deal with last year. But the benefit of working with PROFESSIONAL, QUALITY INSTALLATION EXPERTS is that we will not just "force it in" or "make it fit" and say "that's just the way it is" if the product is not built correctly. Our Installation Manager made the call to reorder yet again after the window was rebuilt because it was not up to his HIGH STANDARDS. He was not willing to compromise on your home, just like we would never compromise on any other home. Because your window was not a standard shape, the product had to be "Special Quoted" and "Special Ordered" to ensure the perfect fit. Unfortunately during the supplier's process for the second reorder, something got mixed up and we received a "curve top" window instead of a "peak head" window, forcing us to have to reorder the window yet again. Unfortunately several reorders were also built incorrectly by the supplier due to issues with the merger, which I know you confirmed directly with the supplier as you directly questioned our honesty regarding the sequence of events. That being said, we agree with you that we absolutely are 100% responsible for the actions of our suppliers as we are our customers' advocate. The unfortunate situation with your order and a couple of other projects this past year has forced us to switch the majority of our business over to a new supplier, as Quality and Service are the most important cornerstones of our business, and ones we WILL NEVER COMPROMISE on. I am so truly sorry that you had to be one of the few unlucky customers at the other end of the issues. If we had been able to foresee those issues we would never had stuck with that supplier in 2014. However, that was not the case and you had a terrible experience, and there is no excuse for that. WE ACCEPT FULL RESPONSIBILITY for the poor experience as that is not what we promise to our customers. As for the comment " This job remained only half complete for months.", that is inaccurate as it was only a small portion of the job that was left to complete (2 windows plus some finishing work out of the 9 windows and 3 doors on the contract). We never once asked to get paid for the balance of the majority of work we had done to that point as we wanted you to know how seriously we took this delay. This amounted to roughly an $8,000+ Interest-Free Loan to you for the 5 months (July to December) it took to get the correct windows re-built, despite most construction industry contracts requiring progress payments as work is completed. We only offered to sever the contract at the progress point when we were told you would be exploring other options for your remaining windows, in order to give you the choice that suited you the best at that time, which you chose was to wait for MAXgreen to complete the project. As for compensation due to delays, the construction industry faces numerous factors that cause delays and operates on razor thin budgets, and therefore does not ever allow for compensation for delays. If they did, many businesses would go out of business due to circumstances out of their control and not be around to service customers on the back end. Our supplier does not allow for that in their contracts. Neither can MAXgreen for the reason stated above, which is clearly indicated in the contract you agreed to, which has no fine print (all text is 12 point font or more). The credit I offered was simply a showing of good faith on our end because of how terrible I personally felt about your repeated delays. Our final contract payments are due upon completion of the project per your contract, not on a Net 30 basis. We simply called 1 month after the job was completed (called on Jan 7th after completing the job on Dec 6th) to remind you that payment was due that day, and thanked you when you mentioned the cheque was in the mail, and even followed up to thank you when we did receive the cheque later that day, and to remind you we still are here for us should you have any questions or concerns about your new windows and doors. We did not threaten the 3% charge, despite our contract and invoice clearly indicating that charge is applicable to overdue accounts. I have been in the same situation myself as a customer dealing with delays from various suppliers and service providers in many industries so I know the feeling. And please believe me when I say that the frustration I feel when MAXgreen customers are not getting an amazing experience due to circumstances out of our control is infinitely more than the frustration I feel when I am the consumer having to face delays from other service providers. That is how much I and the rest of OUR MAXgreen FAMILY CARES ABOUT OUR EXTENDED FAMILY - OUR CUSTOMERS - AS MUCH AS WE ARE ABOUT OUR OWN DIRECT FAMILIES. We will never walk away from problems or cut corners or give half truths when there is an issue. We promise to readily admit our mistakes (as well of those by our suppliers), as we are not perfect, and fix them for our customers. Thank you again for the opportunity to work with you while we ensured you only received the highest quality products and installation. I am sorry that you felt after all of our discussions, the good faith compensation, and MAXgreen looking out for your best Long Term interests (at the expense of short term inconvenience), that a Zero out of Ten rating was all we deserved. Despite being disappointed with the review score, I am very grateful that HomeStars gives customers a forum to share their side of the story, and also allows a response from the company. This will serve to ensure that all future homeowners are as educated as possible about which company best suits their needs. Please do not hesitate to call us should you have any further questions or concerns with your windows as we will still be happy to help with any warranty or maintenance questions. I promise you that we still do greatly care about you, your family, and your home, despite the negative review. All the best, Adam.

Hi Phu, Thank you for your kind words, especially the part about our team taking pride in our work. Our Expert Craftsman really do take great pride in providing high quality installation, high quality products, great service, and treating our Customers like Family! I always love when we can coordinate our schedule to perfectly align with our customer's ideal schedule. That is not always possible due to weather, rot delays, and other unexpected factors, but we certainly do our best to work around your schedule and will never promise a lead time we don't think we can meet with a 98% likelihood! Thank you again for your kind reviews and your referrals. Please don't hesitate to contact us if you have any questions or concerns with your new door! Cheers, Adam.

Hi Barb, Thank you for taking the time to share your review on HomeStars! Our Experienced Project Consultants are encouraged to think Outside of the Box when it comes to finding the best options and solutions for our customers' needs. All of our Installation Crews are passionate about what they do and treating all homes as if they were their own, which was shown by them being courteous and cleaning up after their work. We always strive to exceed our customers' expectations, though with glowing reviews like these, the expectations continue to increase, and that is certainly welcomed by our team! We always love a challenge and trying to find new ways to wow our customers and earn their repeat business and referrals! If a customer would not refer us to their closest family and friends, we have not done our job the right way! Thanks again Barb for the opportunity to work with you and for writing this great review! Adam

Hi Shaz, Thank you for your great review! Lead times are a tricky thing as they are always changing with changes in market demand, the weather, and other unexpected issues on other jobs. Accurate lead times are very important to us and our customers, as is setting the expectations on how long the job would take. We PROMISE to never underestimate how long it will take to start or complete a job! Thanks for the recommendation! That's definitely how we know we have done our jobs right! Cheers, Adam.

Hi Jeff, Thank you for your amazing review! You hit on a few very important points for others to consider when hiring a Window Replacement Specialist. A DETAILED QUOTE goes a long way to ensure you know exactly what you are getting and are not having any corners cut along the way. Quotes should detail the R-VALUES of the windows to be installed, the materials to be used, the installation method, and the exterior and interior finishing materials quoted. After all, nobody likes hearing later "oh, well that was not part of the quote", especially on a project they have never done before when the contractor supposedly does the work regularly! CONTRACT COSTS SHOULD ALSO ALWAYS BE GUARANTEED barring any extra wall rot that is found beyond the sill plates when the windows and doors are removed. If the job takes longer than expected, that is the Estimator's fault, not the homeowner's fault! Efficiency is also an important point, but it should be confused with "being the fastest". If somebody tells you they can replace 20+ windows in a day or two, run the other way! Either your home is going to be full of contractors for those few days, or they are going to be rushing the job and cutting corners to make more money if on piece work. There is no possible way to ensure a 7-Stage LEAK-PROOF installation of 20+ windows in 2 days without a very large crew! You also mentioned how we clearly care about doing a good job. It is so shocking to us how many people in a variety of businesses, not just the home renovation business, make it very obvious that the bottom line trumps all in their businesses. MAXgreen is a Triple Bottom Line Business that is focused on giving back to People and the Planet before making a profit, which is backed up by our actions of delivering a high quality experience with skilled workmanship and industry leading products, along with planting a tree and donating $10 to Charity for every window and door we replace. We strongly believe our actions speak louder than any words could, but the words of our customers is what keeps us loving what we are doing so much. Thanks again Jeff for the opportunity to assist you and your family. Cheers, Adam

Hi Marc, Thank you for taking the time to share your experience with the HomeStars community! Professionalism does make a huge difference when you are hiring somebody to protect such a huge investment such as your home! After all, who would hire an unprofessional "Investment Advisor" to manage their RRSPs?! We work hard to ensure we are professional in not only appearance, but also the quality of advice we are giving, the quality of work we are doing to LEAK-PROOF your home, and the incredible written warranties we offer. Our processes are developed to ensure that we fully understand our customers' needs, find the best possible solutions, and that no steps are missed in any stage of the project, resulting in a smooth, stress-free experience, and a LONG TERM SOLUTION for our customers. Unfortunately we do sometimes come across past wall damage due to previously leaking windows like we did at your home, but our Installation Technicians are all skilled in ensuring that all mouldy and rotten building materials are replaced to a high standard, and that your new windows and doors are LEAK-PROOFED to prevent future unexpected costly damage from growing within your walls. Thanks again for the opportunity to work with you and for the great review! Cheers, Adam.

Hi Jo, Thank you so much for your kind words! We know we are not perfect, but we strive for perfection for every one of our valued customers, so when we do come across unexpected issues, we work very hard to fix them the right way, and we take great pride in doing exactly what we say we are going to do. Glad to hear you are so cozy in your home now! We look forward to working with you again should you require our services in the future. Cheers, Adam.

Hi Kathy, Thanks for the kind words. I'm sorry we had to meet under such unfortunate circumstances. I could not believe the lack of focus on quality or doing anything to seal out the weather by your previous contractor! That is why we work very hard to educate all homeowners about how to ensure their homes are LEAK-PROOF FOR GOOD, regardless of the service providor. Nobody deserves shoddy workmanship or to have to deal with the stress and unexpected costs associated with future leaks due to improperly installed windows and doors! I guess the positive in your situation was that the work was so obviously incorrect that you were able to quickly identify the issue and get it fixed before any damages occurred. Unfortunately we see a lot of other homes where we replace old windows and see a lot of damage inside the walls that is not noticeable until you open up the wall. That is why it is do important to ensureall homeowners are educated on best practices and only choose service providers that back their work with rock solid warranties, for at least 10 years from installation. Thanks again for the great review! It's what makes us all love what we do so much! Have a great holidays and New Year! Cheers, Adam