Often a good indicator of a company's commitment to quality and their customer is their behavior when things do not go as planned. When our door installation had problems with workmanship and we had questions about the product we were greeted with complete indifference and all Bar was concerned with was getting paid. Everything started out fine, until the installation day, the workers were 2 hours late, we called them after the first hour. One installer had been injured on the previous job and I offered to postpone, he insisted he was ok but took up my offer of some 1st aid. Incorrect cuts made to the outside trim (which were questioned) were installed anyway and filled up with caulking later. There were small nicks left in the door and major scratches on our new wood floors because the work area was not covered to protect it. Our custom baseboards were cut without our our prior knowledge. The inside trim differed so much from what we had that the new profile interfered with the opening of three drawers in the kitchen. I was told I should have told Bar of the clearance needed, even though I had been assured that the trim would be the same as what we already had. We were not happy with the uneven and sloppy outer caulking and inside silicone. We had questions about the door like were the bubbles under the security film normal? The security film was to be applied to the glass before manufacture (the reason for purchase at the time of ordering) but clearly it had been added post manufacture as there is a visible gap near the frame of each pane.
The installers finished up about 7pm, so I placed a call to Bar the next morning with our concerns and questions, he was quick to get off the call (busy with someone) and said he would call me back to set up an appointment to look at the job. By 3pm that day I had not heard back so having been burned a few years ago on a custom kitchen I placed a stop payment on the cheque, just to ensure that the appropriate fixes were done. A week went by with no contact. Then we got a call from Bar, not about our concerns or to make an appointment to see the work but about the stopped payment. I mentioned that I had not received a call and I cannot open three drawers in my kitchen...Bar said it had only been a week and then proceeded to lay a guilt trip on me for not trusting him. That's about the time I got angry, I did not consider the job finished under the current circumstances and I expected a call back before a week went by. What left a really bad taste in our mouths was that Bar's only concern was getting his money, he had no interest whatsoever the quality of the job or that his customer was happy. He never came to see the work for himself. In the end, after me demanding, the inside trim was replaced (requiring another cut of our custom baseboards) and some of the silicone inside was redone. There was still a large gap left between the trim and the wall, enough for me to insert my fingers and the door is not airtight which causes frost to build up on the inside at the base. For spending top dollar in the door replacement world we did not receive top service nor top workmanship.
Feb 18, 2014 Update: I have to give Bar credit after this review appeared he did contact us and immediately came by to look at the work. He fixed the air leakage problem, the door is Very airtight now and there is no more frost buildup. He also had the security film replaced on the windows and it now looks very good. He offered to have the trim issue looked at however we declined as we will arrange something with our contractor. We were pleasantly surprised that we got a call and every effort was made to remedy the issues!
