I have been attempting to work with Dan's since the middle of October. Below is a recap that was sent to their Vice President:
I received a quote from Barry for the three basement windows in July. Via email I informed him that we would want the windows but not until after all the outdoor renovations were completed due to flooding in my basement from poor weeping tiles and the one window being concealed (by previous owners whom did not inform me).
On October 10, 2015 I emailed Barry for a quote for the rest of the windows. I believe Jason called October 12th or 13th for a revised quote as I had not heard from Barry. Over the course of a few phone calls Jason was able to get someone out on the 19th or 20th (Jason's email does not have a copy of quote. It may have gotten lost in the servers while we were out of the country... frown emoticon sorry). Jason was told 1-3 days for the quote. Jason called on the 23rd as we were leaving the 24th for Jamaica and still no quote. Dave was the estimator and not in the office. The woman on the phone had no answers.
When we were back on the 1st of November there was no quote. Between the 2nd and 8th Jason tried contacting Dave a few times to no avail. Finally on the 9th a woman gave Jason a verbal quote of 4200 plus hst. This number was a bit high as Dave had told Jason when he was here that Dan's always beats Canadian Choice Windows quotes. The woman told Jason to talk to Dave via email to see if he could do better. Jason emailed him on the 9th and David's response was that he would get back to him later that day. On the 11th Jason emailed him again and David's response was once again that he would get back to Jason by the end of the day and sorry for the delay. Jason called on the over the course of 10th and 11th as well. This is when he asked for a manager and talked to Steve. Steve was supposed to get back to him on the 10th I believe as on the 11th he was gone for the by 430. The other person Jason talked to on the 11th, apparently a manager but Jason didn't catch his name, said he would pretty well tell Steve to get a resolution. Still no call back. Which brings us to today and both Jason and I talking to James (called just a few minutes apart unaware).
I hope this helps put the story into an easy to follow order. Overall, we had chosen to disregard the other quote as we thought you were competitive in price and we liked the idea of supporting Kitchener businesses, as well as your 'reputable' name....as I said on the phone earlier, this has not been a very good demonstration throughout this interaction thus far frown emoticon. There is more work to be contracted out in the next year and whomever completes the windows, granted the workmanship is sound, will receive the doors in the house, interior and exterior.
This email was sent Monday November 16th and it was answered promptly with a new quote matching not only the same the competitor in terms of service but also their window sizes (not that they were off by much but that wasn't the purpose of Dan's seeing the quote). Upon asking about the changes to window sizes and what Dan's would offer for the extremely disappointing overall processes, they FINALLY answered me today (after I emailed them every day seeking a resolution). They will not provide any compensation for their failures in customer service or timeliness and did NOT answer ANY of my questions.
Needless to say, we are clearly NOT using them nor will we EVER refer them.