Heritage Renovations Windows And Doors

We had a very good experience with Heritage Renovation. From getting measurements done, a quote, to installation and clean-up, everything was done as I'd have wanted. This must be a family run company as there was as sense of pride in their work that I don't see every day. Would use and recommend them again.

I tend to not write reviews but after this experience and having heard many many more people comparing about the same thing I feel it is necessary to warn future customers of this company. The reason we went with this company was because 10 yrs ago when we first looked this was already a well received , old family, London company. The initial consultations were patient and well guided - it seemed. I won't go into every single upsetting detail: but let's just say: since the young people have taken over the company it doesn't seem to be the same anymore. They are slimy, pushy, to the point I would call it bullying.... after the deposit check was cashed the service went down to pretty non existing. We would receive I don't know how many reminder emails and phone messages a week, sometimes twice a day leading up to installation day.

- there were wrong trims installed, one of ten window was supposed to be frosted ("you signed the contract"- well, hell !! Is it my fault that the one of the guys who came to measure didn't add this 40 $ cost on?!?! and I didn't catch it in the fine print that I was confronted with in the foyer while holding open the hand for the deposit check!), and one of the trims is even patched!!! We were not informed that none would be finished completely, all just prime , so painting is extra, then the cladding was not as discussed (match to the existing windows, next to them).

When we called in they were very friendly - in words and on the surface,. In words they kept saying that they want happy customers no matter if they order 1 window or 20 , but when I asked them how they intend to do right on this situation they just kept insisting that I signed the contract . We went in circles for an hour after which I just hung up. I reported it to KV that we will not be interested in Heritage to install our remaining windows and doors and requested other distributors of their product in the area.
I should add that the pushiness became apparent the they were eager to install even during lockdown and of course had to reschedule as we were not comfortable at the time, But they equally bullied to make decisions on trims within a day or so- without submitting samples (you can go online and look at Northpole's website" - Excuse me?! How tf are you supposed top make a decision with a drawing instead of a real sample!?!)

It is interesting to see now that this story is not a singular one. Also, I have heard a number of people on Facebook Neighboirhood Pages talking about the quality having gone down considerably and them not expecting that this company will exist much longer.

I don't wish ill to people trying to make their livelihood: but this brother-sister owner team seem to have grown up a bit too much with a golden spoon and their way of running the business with poor quality , lack of willingness to do right, bullying methods, and not admitting mistakes needs some rude awakening. that kind of business owner does not deserve to just ride on their parent's hard work of building a business.

I normally do not write reviews but feel that I need to make people aware of our dealings with Heritage Renovations. First of all I have no problem with the product. Our problem stems from the false promises in order to make the sale and the poor customer service. My wife and I decided to replace both our front double doors and transom along with the back French doors. Also to be installed was the new door handle hardware. First of all this was not a cheap renovation but found their price to be within reason. We dealt with one of the sales persons in August 2018 and were assured that the work would be completed by the end of October 2018. A down payment was placed for the work to be provided. We were aware that the government had been running an energy efficient program and was assured by the salesperson that this would not affect the installation date. When October came around and we had not heard from Heritage we called and ended up dropping into the showroom. We were advised that they were back logged due to the government initiative and that the work could not be completed till later in the fall. Heritage advised us that the salesperson should have been aware that the installation could not be completed in October. It should be noted that the salesperson apparently does not work for Heritage anymore. As it turned out the installation was not completed until February 2019. The work was completed by mid-evening in the dark in the middle of winter. A check of the door using a flash light did not appear to have any issues. It was not until March that we noticed some slight dents and paint chips underneath one of the front door handles, which can only be seen when looking at the door from an angle. After several calls including those that were not returned I attended Heritage and spoke to the General Manager. I was advised to email him pictures of the damage, which I did and for several weeks did not receive any response. I again attended Heritage and was advised that the damage was caused by us and not by his installers. It was suggested that the damage was possibly caused by a key. It should be noted that the front doors are not our main entrance into the house due to a alarm system etc. and that the only time a key was used in any of those doors was the day when the installation was conducted to make sure the locks were keyed properly. I felt insulted that we were being blamed for the damage. I have since had a door installer and a painter come out to look at the door in question and both are 100 % in agreement that the damage was caused by the installation of the door hardware. The General Manager indicated that the only way to repair the door was to replace the one double door, which he made clear was not an option. The independent door installer and painter both indicted that the door would have to be replaced to correct the problem and were not surprised that Heritage would not take responsibility for the damage.
Bottom line is that Heritage is there to make a profit and it is easier to blame the customer then lose money on their own mistakes.

Normally I would not go to this extreme but when are companies who provide sub standard workmanship going to be held accountable for inferior service and work?!?

The process started well enough, sales representative was excellent in listening to my needs in terms of what I wanted in a new front door, I had explained my issues with the current one and was assured the products and installation techniques used would make a big difference.

On a side note the only reason i did not give all one stars is the product from gentek is an excellent product. Very pleased with the door itself.

On the day of install two installers showed up and were courteous enough but after that is when the problems started. First if that's what the company calls cleaning up after themselves, pretty sad I spent a half hour cleaning after install. Glad it was only front door not entire house would have been a mess!

The second issue occurred when installers showed up with wrong trim, they were given trim that did not even come close to the profile of mine. Even though I was assured this was included in the price I had to reuse the old trim which obviously never gets put back perfect ( many many nail holes for the original and new ones) not that big of deal but if your promised something company should deliver as installers had no intention of returning to shop to retrieve proper trim!

A day after install that's when things really started to take a turn, the caulking had quarter size holes and gaps everywhere not to mention looks like a 5 year old kid had finger painted it on ( will attach pics) gobbed up everywhere! More on this in a bit. The aluminum casing around door frame is scratched down to bare metal all over the place giving the brand new door a very poor finished look. Back to the caulking not only is the outside poorly done but also around trim on inside of door is once again extremely rough and unfinished looking. Installers had to add a piece of trim between door and transom window.......this looks like it was cut with a rusty butter knife! Seriously so bad I sanded and used a ton of wood filler the make it look reasonable! The inside door frame is all chewed up, could have been from the supplier but you would think heritage would inspect the doors at the very least as the inside frame also has red paint marks everywhere really stands out against white.

Now to the service side of things, called as soon as I found the gaps in the caulking that literally when it rains let's water in my basement got no answer so left a message, no response had to call back hour later and low and behold spoke with a receptionist. Was told caulking needed to cure for 28 days before they could come out and do a recaulk (sent pictures was assured it wouldn't leak.....guess what it does, could have told them that!) set up an appointment at their selected time and date not my own choosing whatsoever but would make it work. In the meantime is when I noticed the deep scratches in the casing so asked for touch up paint but was told they would just replace when they came out for a recaulk, perfect sounds good to me.

Day before, actually less then 24 hours prior was contacted that my appointment was no longer valid I needed to make other arrangements to have the work done later in the afternoon. I live not close to any family or friends who could be here so to accomodate the original 8 am service call I took half a day off work. Now they were telling me I needed to find another time and it was not their fault i would be missing time at work or the money lost because they could NOT keep THEIR original appointment they chose! This is were James comes in obviously upset with this decision on their part I emailed a response in which I received a response from him telling me I needed to find another day it was not their problem I took time so I couldn't be at home to oversee the service call (with all the problems feel it was necessary to be there) that they were doing everything to fix it in a timely matter. Well NO! Do u not have more then one installer believe so I saw two the install day, you guys made the appointment guaranteeing me the first appointment of the morning then less then 24 hrs prior cancel!!!! That is not professional and wonder why I take exception James give your head a shake. James is also a coward as I responded to his email telling me to call Tammy I called him out asking for himself to call me guess what he didn't!

Do not under any circumstances hire heritage the company provides pitiful customer service and poor craftsmanship which they should be held accountable for! I will make it my mission to inform everyone I can not to use this company unless inferior service is something u want.

I chose to call Heritage Renovations because a friend recommended them. I'm glad I did! From start to finish they were amazing!!! I would recommend these guys for any job anytime!!! Thanks again!!!!!

We where recomended to Heritage Renovations Windows & Doors by our Neighbour. She said that Heritage had done a lot of work on our Street. We called them up for an estimate and where glad to hear a human answer the phone. They set up an appointment showed up on time and did the work on time. They cleaned up the work area and did everything that they said they where going to do. Frank the owner called me up a couple of days later to make sure that I was happy with the installation crew and the salesstaff and I couldn't be happier with my experience with Heritage Renovations. I would recommend them to any one needing new windows. I was also very impressed with there showroom.
Lisa