When we hired Eurostar, Jim asked us if we would provide a good Homestars review which was surprising as the project hadn't even started. I replied we would do so if all went well.
We signed a contract for 11 windows including a 5-panel bow window in early August for October delivery and measurements to be taken within a few days. At that time Jim added "Im putting my best installers on your job giving the impression Eurostar had a stable of people working for the company.
It took a month of repeated calls and no-shows for an appointment to finally take measurements. Excuses were many. Jim was either out of town on business or just returning to town or busy on jobs other than ours.
On the day of measuring, I was surprised to see a truck with a competitors name on the side. When I asked why he was driving a competitors truck, Jim stated they subcontract the measuring. As we later discovered, Eurostar only prepares estimates and contracts but subs out measurements and installation which was the source of so many problems.
Delivery was now moved to early December when days are short and darkness sets 4-5 pm so very important to get an early start. They showed up at 9:30. I questioned whether they could complete the job with the time they had and was told they would. What they didnt say was they now had to rush like crazy to get it done.
During installation, they placed the bow window on the old frame saying it was ok, even though we paid for a new one. The window called for 6 of insulation on the base but was delivered with no insulation with unpainted wood base and ceiling. When the old window was removed, insulation and a vapor barrier had been removed in some areas and needed replacement. The team leader was ready to install without replacing insulation and a damaged vapor barrier. I stopped them and insisted on insulation, which I supplied. He was not happy about stopping and told me insulation and vapor barrier were not needed, a shocking thing to hear from someone in the Canadian window installation business. They were racing to get the job done and prepared to cut any corner. The vapor barrier was not repaired and I expect mold will grow at some point. Its important to note that during installation, no Eurostar representative showed up to ensure windows were delivered as ordered and installed correctly.
With the rush to complete the job before dark, caulking was sloppy and aluminum flashing was crooked on the bow window. We had to go around the house with a flashlight in the dark to review the work. Next day, with the benefit of sunlight, we could see the quality. Caulking was worse than we thought. They had applied a huge 1.5 bead with streaks and rough corners in many spots. To top it all off, there was no tarp placed below the windows in the garden to protect the area and the plants. We spent many hours picking up pieces of aluminum, screws and pieces of wood around the house.
We asked Jim to take a look at the work as we were not pleased. When we pointed out the crooked aluminum capping along with other issues, he would either deflect, deny and never claim responsibility. "The window was built incorrectly, We would never do that, The wall was crooked" (yes, he actually said that). Always an excuse, never Eurostars fault.
Of all the many issues however, the most shocking involved the window handles. Jim convinced us to go with German Roto hardware as they are the gold standard and the best to handle the extra weight of triple pane windows. Shortly after installation, I noticed the bathroom window had a different handle than the other 10 windows. It turns out the Roto handles we had paid a premium for were only installed on one window, the rest were a less expensive brand. Needless to say, we were not pleased. Yes supply shortages were an issue at that time but to use a lower grade product than what was paid for without telling the us speaks volumes about the way they deal with us.
All in all, Eurostar was called in on 3 separate occasions to try and fix the problems. Some were fixed while others were not. At a certain point you just accept that this is as good as it gets. On one of those occasions, I specifically asked Jim not to send the person who ignored the vapor barrier and had installed the crooked flashing. He still showed up with the team ready to work. Jim claimed he had no idea who he was. So much for listening to their customer and sending their best.
It took another week of a number of re-scheduled appointments to finally install the window casings, one of the few areas where Eurostar delivered professional results.
All, in all, it was not a pleasant experience and I would not recommend this company for any window installation.