I’d had good service from Gem on two earlier occasions so I went to them for a third time for windows and doors. Unfortunately this time my experience was extremely negative. The doors I ordered - a major investment for me - were incorrectly drilled, which of course can happen and isn’t the end of the world; however since the error was confirmed on-site by the manufacturer’s representative I have received neither an apology or an acknowledgement from Gem. My emails, phone calls and in-person visit were met with slick buck-passing; as well, there was some truly garbled nonsense when it came to what should have been a completely straightforward exchange of door hardware. I eventually made the necessary door repairs myself so I could secure my home. A nominal refund was eventually authorized through email by the manufacturer. I have sent reminder emails twice and have never received it. These folks will say whatever’s required to get you off the phone: on various occasions I was promised a contractor’s rate (Seymour), free door hardware (Seymour), and that I shouldn’t worry about paying the full amount before they would deliver the doors because they “stand by their product” (Jim). Judging by their arrogant responses to some of their negative reviews, they are incapable of acknowledging when they might be in the wrong. Save your dignity and your money and shop elsewhere.