Consumers Choice

We ordered two doors in August 2018, with an estimated delivery date of Dec 11 (approx.) 2018. A year later and the job still isn’t complete...

The Background:
**I phoned office early December 2018 to check on delivery date (originally scheduled around Dec 12th). I was advised office shuts down over the holidays, and doors would not be ready until the new year (fair enough, but the ‘experienced’ sales rep should have known that and given us a heads up when we signed).

**Doors were installed in February after two appointments were cancelled on the day of install. Weather was claimed as the excuse both times. It was true first time, but second time was a relatively warm, sunny day. Install was sloppy and door frame damaged during the removal of old door by installers and never fixed (see images – we were told this was our problem to fix). Installers were missing caulking and trim for the door. I was advised to schedule appoint for remainder of install. Also, the mullions in the door window don’t match the door colour.

**Beginning of March we received a call from their accounts receivable department demanding payment for remainder of payment even though our job was not complete. We were threatened with a lien being put on our house. We advised the AR rep, as per the contract we signed we would be happy to issue final payment once the job was complete.

**April 2019 another window company was hired by Consumer Choice/Nordik to install trim and caulking. It was sloppy and unprofessional (caulking was blobbed on, trim not properly sealed everywhere, door sill has inadequate support and buckles every time you step on it). Reached out to Paul (Customer Service Manager?) with photos. He agreed to have someone come out and redo the work. A small refund was also provided but not enough to compensate us for the unprofessional craftsmanship, and taken vacation days where the company didn’t bother to show up. The work was scheduled for June 2019.

**Three more appointments were scheduled between April-June to complete trim and caulking. All three were cancelled day of, or they just didn’t bother to show up.

**June 2019 on date schedule by Consumer’s Choice/Nordik, they called (day of install, after the time they said they would show up) to advise they didn’t have the caulking in stock, and would not be able to complete the job that day. I was advised someone would call when caulking is in stock and reschedule the job.

**Early August 2019 Consumer’s Choice/Nordik called to advise caulking was in stock and they wanted to set-up new appointment! I advised we could only accommodate a weekend appoint for two reasons 1) Consumer’s Choice is not permitted on our property without us there to supervise work to ensure it is completed properly, and 2) we can’t take any more time off in the hopes they actually show up. Needs to be a weekend. Woman advised she would call me back with a weekend schedule time.

**End of August 2019 Still waiting for the call.

Company clearly has major logistical and customer service issues. Product is just ‘meh’.

If you’re looking for a mediocre product installed by a company that doesn’t really seem to care, and you have all the time in the world to complete a simply project, then this company is for you! Otherwise, save yourself the headache and look at other companies.

I’m waiting for the company’s reply to this review, where someone from their customer service team offers empty platitudes and asks me to contact them so they can ‘fix the problem’. Consumer’s Choice/Nordik, you reach out to ME and make an effort to solve the problem! There is enough information here for you to know who I am! Let’s see you flex those customer service muscles and actually make something happen!

Their customer service is poor. They call last minute to cancel scheduled appointment at least 3 times due to their staff being injured or ill. Or they call last minute to book an appointment to install the same day without any notice. They damaged the front door that was supposed to be installed and had to re-order a new door which took another 6 weeks.

I would not recommend this company. This company is poorly managed and there is not accountability to the customers.

I would not recommend this company and regret being their customer in the first place. They have the worst customer service and provided one of the worst customer experiences I've ever encountered.

The afternoon before we were scheduled to have our windows installed Consumers Choice left a voicemail asking us to move our appointment date. They left the voicemail at 3:45 but their office closes at 4:30 so we were given a window of 45 minutes to respond to the forced schedule change.

We attempted multiple times to call them within this 45 minute window to say no but were met with voicemails and no returned calls. We took time off from work to accommodate the first appointment and had previous plans on the forced weekend appointment.

We never agreed to the date change but that didn't matter to them. We were then told that any offer of compensation for the miscommunication and forced weekend appointment was that they normally don't install on weekends so we should be happy that the company could accomodate a weekend installation (again, we never asked nor agreed to a weekend install we were forced into it).

Horrible company and horrible customer service. Don't use this company.

We had our windows installed late June during the GreenOn program. The salesperson was very nice in explaining what the company had to offer with a good warranty that I had recommended my neighbors who also signed with them. Installation took a little over 12 hours to complete 9 windows in our semi. We had asked for grids in the family room window and they were to be the same for all 3 panels. The middle one was different so I called Consumers Choice. It took a couple of calls (could not get someone on the line, left voice messages but never got a call back) and emails to get a hold of someone. Finally someone replied to my email after a week, said it was the manufacturer’s mistake and they would re-order, which would take a month. Today is Nov 29th and I still haven’t heard from them. I had called and emailed again again hoping to get the windows done before the cold weather. No one answers the phone at customer service and even if you leave numerous messages, they don’t get back to you. I’ve been able to get in touch with Teresa and exchanged emails until late Aug but since then nothing. I’ve emailed her again but no replies from her either. What was supposed to take a month has taken almost half a year. I won’t be changing the windows anytime soon but at least they can provide some sort of customer service and provide status updates. I regret going with this company and for recommending my neighbors. If it’s this difficult to correct their own mistake, god knows how long it’ll take something to get done under warranty. Save your money and go with a bigger, reputable company with customer service.