truly hope everyone reads this review prior to considering the services of Capilano Glass. I have never received such poor customer service from a company than I have with Capilano Glass. I was looking to get 3 screens and a plexi-glass insert for my AC unit installed to my condo. After several friends and family telling me what a great experience they had with Capilano Glass we went ahead and contacted them.
July 22nd 2015--Capilano came in to measure our windows for the screen and AC unit (or i thought he measured the window for the AC unit). The gentlemen taking the measurements was great and extremely personable (great service so far). He informed me that Capilano Glass would call me with the quote and we could move forward from there.
July 24th 2015--I had not received a call from Capilano yet so I took it upon myself to call them. The individual I spoke to apologized for not contacting us and informed me of the price. I told him to go ahead with the screens and AC unit. He informed me we would need to bring in the receiving ends/window unit of our AC for the plexi-glass unit.
July 26th 2015--My boyfriend went into Capilano Glass to drop off all the window pieces and the two circular end connectors for the AC hoses. The lady told him she was not sure where our work order was but recalled seeing something about needing measurements for the windows. To which my boyfriend explained we already had measurements done and was confused as to why she would say that.
July 29th 2015--I had not heard from Capilano Glass on the status of our order so I called to follow up. I was informed that the screens were all completed but they were waiting on the plexi to come in and be made.
July 31st 2015--I called again to follow up on the order and was taken aback by what I was told. The lady on the phone explained to me that they were waiting on us to measure our window for the AC plexi-glass. Obviously frustrated with the fact I had called 3 times and my boyfriend had come in person that this was never once communicated to us. To which she said the notes on our work order read "clients to take off cardboard and measure window" In order to expedite things I asked her what I needed to measure so we can get this done and installed. She did not know what was needed to be measured and put me on hold speak to an installer. Upon returning to the call she informed me I could not do the measurements as "all windows are different and may need specific alterations in measurements". Long winded story short, they sent out a gentlemen to measure our window that day and we were promised a completion day of Tuesday August 4th.
August 4th 2015--I once again called Capilano Glass to find out what the status of our order was and when we could expect the installation today. The lady on the phone (different than Saturday) had no idea what I was talking about and I proceeded to explain all the above to her. After a long discussion on the phone they finally booked an installation between 2:00 and 4:00 pm.
August 4th 2015-- The gentleman doing the installation was great, he did an awesome job but unfortunately when screwing in the AC hose receivers the plexi cracked. He installed the wall hooks and explained they will remake the plexi piece and all I would need to do is pick it up and can easily install it myself.
August 5th 2015--I called Capilano Glass to see if the plexi was fixed. Once again our work order was MIA o the lady had no idea what I was speaking about. After putting me on hold she informed me the AC piece was in fact complete and I could come by and pick it up anytime.
- A few hours later, I completely different lady called and left a voicemail saying the plexi was ready for pick up.
- I picked up the plexi-glass unit and received a lackluster apology to the "mis-communication and confusion" (HUGE understatement). They proceeded to give me the plexi-unit and my receipt (yes I paid full price for all of these headaches).
-I go to install my plexi-glass unit. the gentleman was right it was very easy to install and looked great. However, they did not screw/secure the receiving ends for the AC hose's to plexi so every time you went to connect the hose the receiving ends popped out of the plexi glass. Needless to say we spent another night with AC.
August 6th 2015-- I called to let them know the above to which they said no need to screw in the receiving ends and that if the hoses are not connecting it won't get fixed by screwing in the ends. I assured her the hoses connect and there is no issue there but because the receiving ends are not secure they pop out. Finally after a back-and-forth discussion she told me to bring in the plexi-unit to screw in the receiving end.
I DO NOT recommend this company. They are quick to pin their errors on customers, and take no responsibility for their mistakes. Please save yourself the time, and headache and take your business elsewhere.