Gem Windows and Doors

Windows & Doors Installation & Service
Toronto ON M8Z 1V1
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Thomas in Toronto
Thomas in Toronto
0 reviews Mississauga, ON
1/10

Disappointed

Hi,

We went with Gem for our front door and spartan screen as a neighbour recommended them. Paul was knowledgable and helped us choose the right door and hardware with spartan screen.

Now here is where it get's bad. Measurements for the door were done when we were not home (outside). The result was that we ended up with a 3 inch step inside our house when going out our front door. Not good for our elderly relatives. It was explained that they do not do masonry work to lower the step-up. My problem is, had we known, we would have had the concrete lowered to have the door flush with the floor. We were quite upset and made our views known. From there things soured.

Our invoice specifies a deluxe, locking, removable spartan screen. When inquiring as to when this would be installed we were ignored. Finally after continued pestering I was told they can install the screen next week. If not, it will have to be in the new year. Obviously we jumped on it.

Unfortunately the screen we received is not what we were expecting. The screen does not lock and is not removable. Furthermore, the handles on the screen are extremely poor quality and fall off whenever anyone opens the screen. We have to tell all of our guests to let us handle opening the screen. That said, the installer was a fantastic guy. Very professional and friendly.

Thanks

Approximate cost of services:
$4,681.00
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Company Response

While we have no record of a customer “Thomas”. We want to respond to points made on a general basis. There clearly was no communication to us by the customer that they wanted to change the height of the sill of the door when they signed the contract, which did not include this project. We measured and made a door accordingly to the existing configuration. On that basis, measurements done, whether the customer was there or not, were correct.

The retractable screens simply do not have locks, and no one at GEM would have suggested otherwise to a customer. Can they have misunderstood the abbreviation “loc” which is for often used for location? We would be interested in seeing any documentation that said “lock” and not “loc”, clearly for a location. Customers sometimes inquire what would happen if a screen was damaged and needed replacement. On that basis, a screen cartridge could be removed, but this in not an operating feature. Once again, we can only guess that this customer didn’t understand the issue.

We aren’t sure what this customer finds not correct with the screen handle. No one has contacted us, that we can determine, or we would look into the issue.
Please give us a call so we can resolve the issue.
416-533-4331