Poor Quality and customer service
Sales person we dealt with was great to deal with. Was helpful in suggesting certain types of windows he felt would better suit the space. He even corrected an issue where the wrong interior colour for a sliding door was ordered. Our windows and doors were replaced in March 2021. Price was cheapest out of the quotes we got which I guess led to the following issues: 1. Installation crew that came the first time was friendly and approachable. However, they threw all the old windows on our lawn without putting any sort of tarp under it. Broken pieces of glass and screws were ALL over my yard where my kids play. 2. No care was taken when it came to the home owner's property. My new railing had a deep gouge from them throwing the demo garbage off my porch. 3. The QUALITY and install of the product is not great. One of the frames of the windows moves quite a bit when turning the crank to open/close. The back door has a substantial gap in the bottom corner between the door where there is visible light and air coming in. With the our Front Door, my wife was cleaning the front porch with the hose one summer day and I noticed quite a lot of water leaking in from the side window of the front door. This front door also does not close smoothly. The flashing for the kitchen window was done very poorly. A typical flashing install calls for the use of one piece of aluminum, bent to fit the shape of the window frame. The installer used what looks to be two pieces of aluminum and caulking to fill the gap that is about 2" wide. The windows we ordered have a black exterior and interior, but the poor paint job has resulted in white being visible in the seams of our big window. 4. There is condensation in EVERY window including the windows on the entry doors, causing frost to build up. There is no humidifier connected with our furnace and the humidity level of the house is at the acceptable percentage, so they cannot blame it on high humidity. I decided to let the other things go and just ask them to fix the flashing with the poor caulking job. I first contacted them in May. They asked for me to send pictures and they agreed it shouldnt have been installed with caulking that wide. They let me know an installer has been dispatched to fix the issue at an agreed upon date. Closer to the date they tell me the installer cannot come due to drastic personal issues and a new date would be scheduled when available. That was the last time I heard from them. I emailed them for an update in June and received no response. Since this point, I had called their office where I spoke to their customer service. EVERYTIME I call, they tell me they're going to call their installer and will call back in a few mins. NEVER have they call be back. For such a small issue to be fixed, this company just ignores the customer. I can only imagine what will happen when there are major issues. ***UPDATE*** I was finally contacted by one of their hired installers and they came to fix all the minor issues. However, the problem of CONDENSATION on every window was not addressed by Direct Pro.
- Approximate cost of services:
- $14,000.00
- Company Response
Hi Gavin, sorry to hear about your poor experience with our company. We had tried to set up a service call and had a date scheduled. Unfortunately you had cancelled the service appointment and we have been trying to set up another date. We will be in touch with you shortly to set up another service call. Apologies for the delay. We will get this sorted out for you very soon.
