After measuring our door twice, having us sign a contract and take our money they then tell us our door is too small. We could either accept a refund and get a quote for a custom door OR find another company. We accepted to have a refund. It took over a week for them to return our funds $3300. The customer service was very poor throughout the month working with them. I requested a custom quote (as they advised) and still haven’t received it. I’ve told friends and family to stay away. I don’t ever review companies but feel the need to warn potential buyers - go elsewhere
- Approximate cost of services:
- $0.00
- What could this company do to improve their services?
- Any advice to offer fellow homeowners facing a similar project?
- Company Response
We are sorry that you are displeased with how our interaction transpired. Part of our process is to send an installation professional to the home within a few days of the sale. That visit is to confirm dimensions as well as to minimize any errors or potential issues that could cause a problem during the installation. At Pella Windows & Doors of Ontario, we always strive to deliver the smoothest sale and installation experience possible, so this is a valuable step.
In this particular case, the order verification identified that the opening in the home would not accommodate the proposed door. In an effort to do everything possible to try and make it work, we returned to your home for a second consultation but determined that unfortunately the installation would not be possible.
At this point options were provided. This included the option for a full refund, which once determined to be the desired course of action, was followed through on.
Although we were unable to provide the products that you required, it is our position that we did all we could to try and facilitate a solution and promptly refunded payment when it was determined that we could not. We do apologize for not being able to fulfil your request and hope that you were able to achieve the vision of your project elsewhere.