Deborah in Calgary

I will not purchase from them in the future based on the POOR CUSTOMER SERVICE I received. From the moment my range was delivered missing english instructions to discovering that the sales person forgot to mention that we would need a 120V plugin and an adequate circuit breaker, to the issue over knobs that I paid for upfront, and was told they would be only two weeks, to eventually discover they couldn't give me a delivery date for them and that it could be months. I expressed my grievances about this through several phone calls and a call to a manager and was told there was nothing they could do about it as it was an issue with the manufacture. Then three days later I get a phone call telling me my knobs are in...Strange ?, and that was fast.... I picked them up only to discover when I got home that they looked like they may have been pulled off a floor model as each one was scratched and marked. I immediately called Trail to inform them that I would be returning them as they were not in new condition and that at this point I was now going to demand a full refund and not bother with these knobs. I went in and made the return and was told that this would show up within three business days. After 12 days I called my financing to see if the return had been processed and it had not. I asked them to look into the matter and they attempted to find out on my behalf why this had not yet been processed. I called Trail myself to find out and was initially given the run around...."the person who does the returns is away", "the flood in Calgary has caused issues"...really, thats interesting, considering I made the return long before "The Flood". I eventually felt I needed to talk to a manger as this was going no where. Now beware there are apparently four managers. I did speak with one of them and after explaining my entire story all over again to him, he indicated he would look into it for me and call me back. I did get a call later that afternoon from him telling me that he was able to get it taken care of and he did apologize stating that the issue had to do with the packaging label....okay! but not sure why that should have ever become my issue. I just felt that if I wasn't constantly chasing them down about this, that and the other thing they were happy to not hear from me and were certainly not taking care of my needs. It ended up being way to much of a hassle for me to want to ever do business with them again.

John Deboer and his crew did a phenomenal job. We were very satisfied with the quality of workmanship and attention to detail that this team provided. John was exceptional in over seeing our installation to the high standard that we received. We love our new windows and doors!