I had Window City windows installed in both September 2008 and August 2009 (single hung installed in Sep 2008, and casements in 2009) that I bought through Canak Windows. Since then, 2 single hung windows have failed. The plastic hardware that keeps the window from falling inwards (ie for cleaning) failed spontaneously causing windows to fall out of their sills when opened about 3" and after a strong gust of wind. This occurred for the first time in August 2012 and took 3 weeks to get a repair. A second single hung window failed recently on August 12, 2015 and after calling Window City on August 13, I agreed to pay another $160+HST for a service call. I explained that the window was above my son's bed and needed to be duct taped into place (as per photo), and that there was thus some urgency to having it fixed. "Jingle" (not sure of spelling) in the office said she would put a rush on the repair and that they would call me back with a repair date. This took until August 27 (despite my calling back and leaving messages both with Window City and Alex Buhov, formerly of Canak Windows) and eventually I was given a repair date of September 1, 2015 by the office. The service was completed as expected on that date by an excellent technician, who at my asking also checked all of my other single hung Window City windows and he found another one with failing (bent and breaking) plastic hardware, that he also replaced on the spot with new METAL hardware. At my request, he left me additional metal parts to repair my other windows including the 2012 repair (which has another plastic part put in).
While I am happy that the Window City is finally replacing cheap plastic parts with metal rather than more plastic, it is an expensive trip out to get a technician to come for what is no more than 10 minutes work to repair a design flaw in the windows. It would be a much better business strategy to contact their customers and to replace all the cheap plastic mechanisms for a small fee, thereby avoiding long delays and potentially dangerous situations of spontaneously falling windows.
- Approximate cost of services:
- $3,580.00
- What could this company do to improve their services?
- They could honor their guarrantee and provide timely service.
- Any advice to offer fellow homeowners facing a similar project?
- Buy windows from someone else--the 20 year warrantly is a sham.
- Company Response
Dear Bri,
We would like to thank you for your review as we take these comments very seriously.
We have spoken collectively about your concerns.We have found it surprising to see your review. Our files show:
a) Windows were bought in 2008.
b) Your first service request in August of 2012 which was completed.
c) Your second service request was sent on August 13,2015.
d) Our service department contacted you on August 13th with regards to your service inquiries.
e) Our service department contacted you several times in attempts to scheduling a service and you were unavailable.
f) On August 28th, Our service department contacted you and our service technician is scheduled to be there tomorrow, September 1st, 2015.
Please let us know where we have gone wrong with our service.
Best regards,
Marketing/Customer Relations Department
WINDOW CITY INDUSTRIES
5690 Steeles Avenue West,
Vaughan, Ontario L4L 9T4
Email info@windowcity.com
Tel (905) 265-9975 xt 128
Fax (905) 265-9906
www.windowcity.com