Dennis in London, On

I normally do not write reviews but feel that I need to make people aware of our dealings with Heritage Renovations. First of all I have no problem with the product. Our problem stems from the false promises in order to make the sale and the poor customer service. My wife and I decided to replace both our front double doors and transom along with the back French doors. Also to be installed was the new door handle hardware. First of all this was not a cheap renovation but found their price to be within reason. We dealt with one of the sales persons in August 2018 and were assured that the work would be completed by the end of October 2018. A down payment was placed for the work to be provided. We were aware that the government had been running an energy efficient program and was assured by the salesperson that this would not affect the installation date. When October came around and we had not heard from Heritage we called and ended up dropping into the showroom. We were advised that they were back logged due to the government initiative and that the work could not be completed till later in the fall. Heritage advised us that the salesperson should have been aware that the installation could not be completed in October. It should be noted that the salesperson apparently does not work for Heritage anymore. As it turned out the installation was not completed until February 2019. The work was completed by mid-evening in the dark in the middle of winter. A check of the door using a flash light did not appear to have any issues. It was not until March that we noticed some slight dents and paint chips underneath one of the front door handles, which can only be seen when looking at the door from an angle. After several calls including those that were not returned I attended Heritage and spoke to the General Manager. I was advised to email him pictures of the damage, which I did and for several weeks did not receive any response. I again attended Heritage and was advised that the damage was caused by us and not by his installers. It was suggested that the damage was possibly caused by a key. It should be noted that the front doors are not our main entrance into the house due to a alarm system etc. and that the only time a key was used in any of those doors was the day when the installation was conducted to make sure the locks were keyed properly. I felt insulted that we were being blamed for the damage. I have since had a door installer and a painter come out to look at the door in question and both are 100 % in agreement that the damage was caused by the installation of the door hardware. The General Manager indicated that the only way to repair the door was to replace the one double door, which he made clear was not an option. The independent door installer and painter both indicted that the door would have to be replaced to correct the problem and were not surprised that Heritage would not take responsibility for the damage. Bottom line is that Heritage is there to make a profit and it is easier to blame the customer then lose money on their own mistakes.