We hired Gem to install a patio door with a retractable screen door in our kitchen. The work on the installation was excellent, but the salesman (Seymour) was a complete loss. We pointed out a handle that we liked, but asked for one without a key-lock on the outside which he happily sold us. As it turns out, that style only comes with a key-lock. Even at that, they didn't have the right handle when they came to install the first time, so they had to come back when it finally came in.
We also had problems with the quality of the retractable screen. The one in the showroom was very sturdy and had protective tape at the top and bottom of the screen, and that is what we pointed to when we ordered one. The one they installed was a different style, with a tendency to twist when you open/close it and with no protective tape, so I expect the screen will start to fray before long as it occasionally gets pulled out of the track.
When we complained about this, Seymour's attitude was very condescending and rude. He wouldn't return phone calls, or get back to us when he said he would, ever, so I kept having to go back down to the store to try and get him to correct the situation. Every time he'd find some new excuse and say he'd look into it and get back to us, and he never did. Eventually the screen door was replaced (due to a minor flaw) with the exact same model, but slightly sturdier, so we decided to take it as a learning experience. They got our money on this deal, but we've got more doors and windows to replace next year, and they won't be seeing another cent from us.
- Approximate cost of services:
- Any advice to offer fellow homeowners facing a similar project?
- Be very specific on your order, try to get model numbers. Our receipt said something like "5' patio door, retractable screen, pewter handle", which left a lot of room for interpretation as to what was actually ordered.
- Company Response
Please find our response to the above review. Since it's posting on October 22, 2008, we have made every attempt to identify the customer so that we can respond to their concerns. We require additional information to be able to clearly identify this specific customer. We would like to very much speak to "Neil in Etobicoke" because we have a Service Care Department and an Installations Care department, and regular surveys are conducted to ensure complete customer satisfaction. To date, we find no record of a report which can be related back to a customer, "Neil' therefore, we are asking for Home Stars' cooperation and have yet to hear from the writer. We remain available and eager to rectify any concerns they may have. Yours sincerely, Spiros - President - GEM Windows and Doors.