Have bought from Gem in the past, and while the end product is very good, getting to the end of the job can be very frustrating. Recently ordered a new front door. When it arrived for installation (a 2 weeks after it had originally been promised) part of it was painted the wrong colour, there were two small dents, and the lock set was not the one we'd ordered (in other words, no one checked the order before it went out). So, we sent it back to be fixed and were assured that it would be no more than 3 or 4 days, a week maximum, to get it all corrected, and that it would be installed as soon as the new lock set came in and the paint was fixed. A week and a half later we called and were told that the door and lock set were in fact in, but that their installers were too busy and it would be 2 weeks before they could come and install the door. We suggested trying a different installer, and the door was finally installed a few days later - 3 MONTHS to the day after we had ordered it. It looks beautiful, but the frustration involved was considerable.
- Approximate cost of services:
- $4,000.00
- Company Response
This is in responce to Scott Watkinsons Review of Gem . As the owner and the person that Sold you the order I am dissapointed to see this poor review of our company. As you stated you have purchased from us in the past and been very satisfied. On this last purchase you and your wife Diana came in person and I spent a considerable of time consulting and designing the Perfect door for your unique look and challenges. I offered you upscale Hardware from California and mixed colour combinations at no additional charge for you. The door was ordered correctly to the manufacturer but when it was delivered to your home for installation it was sealed and packaged from the manufacturer(to protect it, upon inspection we we all were disappointed to see that the exterior Jamb was painted the same as the door , this combination is the Norm ,and the two small dents. In this case you required a differrant colour on the Jamb which our supplier missed on the line and our supplier upon notificationthey immediately took back the door and and replaced it no hassle no questions asked.! The lock set comes from California ( CUSTOM FOR YOU!) You were told this and we have no controll on cross border products that can be held up at custom for clearing. There was no promise of 3-4 days as to ship the door back and repaint the frame and drying would take at least 2 weeks. When you called for installation your were given the first available installation date as we wanted to send you the same installer, Walter is one of our best on custom installations such as yours.You were in a rush to get your door so we sent you another qualified skilled installer. I check the Original measure date and your completion date ( Even with the redo of your door and the Manufactures error, it was within the scheduled time of 8-12 weeks. Scott the facts are basically the same as your on time line and what transpired , its unfortunate that you blame Gem for the frustration when indeed Gem did everything we could at no cost to you to transport the door back to the Mfg. make it right! and still deliver to you , your one of a kind custom door in the alloted time. In your last line on your review you stated," It looks beautiful", I think this says alot about Gems committement to doing what ever is necessary to Satify the customer even in Frustratin situations were our supplier may have made a small error. I think Reades appreciate companies that Make it right!
Hope this explanation will encourage you to re-evaluate your reviwe of Gems quality and committement to your satifaction. In the end we know that you Love your Custom New Door!
Sincerely ,
Spiros
Owner
Gem Windows & Doors
