Reviews

5/10

I needed to have 4 windows replaced to finish them all off, but since I was starting to have problems with 3 other previously installed double windows I was considering doing 7 in total. This company was voted to be the 'best' by local readers. There price was aligned with other quotes, however the windows being offered were triple paned and the screens had the metal pull tabs that would always work (whereas the 3 extra windows I was considering had the plastic rings that break over time making it hard to get the screens in/out for cleaning). The experience started with some delays in installation date which threatened other work being done on my home and my having to pursue delivery date after paying a deposit was not 'great' customer service. The windows arrived with the crew, I had to call that morning to find out what time they might be showing up (approx.10am). There was a request for custom trim for one set of windows to match other wood in the room, this was missed and they wanted to substitute for another wood, I declined, they went to a local wood trim provider, again wanted to substitute, I declined willing to wait. The windows were put in that day and overall it went 'well', however I had advised them to install as if the house was newly constructed as the siding would be removed after their work was done, this was inconsistently done. I checked the windows before they left and found scratches on the window trim, the installer suggested I ask for a discount. I said I paid for new windows and that's what I want them to look like... I called the office and I was advised to do a further inspection that night and call in the morning with a list of concerns. I set out at 6pm that night in the heat to clean all the windows and trim to check for issues. (A previous window company who had done a custom bay window cleaned the windows before they left, a touch that would have gone a long way here). I called the next morning and provided the list of concerns scrapes in the vinyl, black streak marks on the vinyl, etc. I advised them that I needed to have everything fixed before the next week as work was being started on the exterior of the house. They wanted the remainder of their payment and I said when I have some 'plan' of action to address my concerns we could discuss that, however I hadn't heard from anyone in over a week. This lead to more chasing on my part with the 'installation' manager to pursue getting things fixed. Eventually, they sent a different crew to address the issues and finally install the custom trim. They later sent me a satisfaction survey which I didn't bother to complete, afterall I would hope that they already knew the experience I had... PS The custom window I mentioned earlier needed some maintenance and when they arrived to adjust the casement windows, without charge, I mentioned that I wished I could have had them do the other windows just completed. Turned out one of the crew was the owner's son and he was surprised to hear that although their salesman had come out to measure for the doors and windows he never followed up with a quote so I thought they weren't interested?

Approximate cost of services:
$7,000.00
What could this company do to improve their services?
Ensure they give the crews enough time to do their work properly, without damage, ensure the crew goes that extra step to leave the windows 'clean', esp. the outside of those on the second storey. Ensure trim ordered is included the first time...
Any advice to offer fellow homeowners facing a similar project?
Make sure you do your homework on those that sell windows manufactured by others vs. those that manufacture. My experience varied greatly and although I'm not likely to need any more windows I would prefer to hire/work with the actual manufacturer in place of someone reselling.
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Company Response

I have gone through our past files to review your history with Northern Comfort and are unable to locate your file. Since I don't know who you are I have no way of contacting you directly, if you could be please contact the Service Department so I can do a investigation into your purchase.

6/10

I was pursuing updates to my home as part of the second energy audit. I was planning on installing PV Solar panels on the South side of my home and thought I should replace the aluminum siding on the second storey and add insulation as a number of neighbours had done. When the audit was being done it was discovered that due to the age of my home (built late 1960's)there wasn't really any insulation in the walls (equiv.R4) so I couldn't just replace the siding as the whole North side of my house was brick and therefore the coldest portion would be left 'as is'...So I started researching for an alternate solution and found EIFS which is essentially putting insulation on the outside walls and then sealing it with cement and a finish coat of stucco. I started searching for providers and found that after 5 estimates I had one that was $8k higher than the lowest with 3 in the middle but the scope of service varied widely. This became key to knowing what you were getting for your $. I found a neighbour a street over had their house done and they provided me with the name of the person they used, he was local to where we lived and they had good things to say. I contacted him for an estimate, his was in the same range as the other 3 but since he was local I felt it was a better choice.I called the 3 references he provided and went to see their homes. He assured me I would be extremely happy with the work of his crew and the finished result would be perfect, he wants his customers to be happy. He would take care of extending the external outlets and taps and included caulking once finished which was one difference with the others. He also provided me with a copy of his insurance information. So I said let's schedule for May...I also had to get 3 doors and 7 windows done and all those had to be finished before he would be able to complete his work. The work started beginning of June, took 2 weeks and was more disruptive than I expected and if I never see small pieces of styrofoam again I will be very happy. This is really where the high expectations didn't come through. The promised daily clean up wasn't done effectively or consistently so there was always styrofoam around, inside/outside, everywhere so I ended up cleaning up after the crew left each day. I also had to clean up after the stucco was applied as it was in the gardens, on various other areas outside. It looks like I have new home and his willingness to use a custom colour for the external walls that I chose as well as the colour for the ledges was great. The final work was to have the caulking done and due to lack of communication the person arrived twice without warning. Once he had to be sent away because my front door had still not been installed, only the frame was in place but not properly set(see Ostaco review). The second time we had a long discussion while my relatives from the US, Australia, etc. watched as he showed up without warning as they were arriving for a visit! There was also an issue with the front tap as it wouldn't stop dripping and there was a gap at the top of a few windows and the front door between the stucco and outside caulking making it look inconsistent. He came by to 'look' and didn't think he should have to address these issues. He said he did me a 'favour' by extending the taps and it wasn't in the contract so he wasn't responsible to fix it, even threatened to just take the tap off and I could hire someone to fix it.He was angry that the person doing the caulking was sent twice and I said calling me would have avoided both instances. He also challenged the suggestion to paint where the gap showed, he felt he had addressed one other problem with flashing as 'a favour' due to the other workmen not doing the job properly. I said that cutting off a piece of flashing was part of finishing the work properly. I said I was told I would be happy and all would look perfect? He later emailed indicating he would do the painting, I guess my having still owed the last installment was realized, I was disappointed he didn't also apologize for his loud discussion outside my home. Overall, I am pleased with the finished product, just disappointed when someone says something will be perfect. I was skeptical, however in this case simple attention being paid to communication and a calmer approach would have resulted in a very happy customer. Another neighbour has already had him do work on their home as a result of my initial reference, the recent interaction on the remaining items has tainted my impression which again could have been softened by an apology.

Approximate cost of services:
$17,000.00
What could this company do to improve their services?
He needs to either find someone to help him keep things organized and maintain two way communication when things are delayed on either side. His being too busy means that he will miss things and take out his work pressure on others...
Any advice to offer fellow homeowners facing a similar project?
Do you homework on what is being included in the pricing, the small details can be overwhelming when such a large project is being considered. Don't underestimate the disruption to daily living...However the overall result is worth it and my energy bills should be greatly reduced all year round as a result and you can't get a 'new' house for this price...
0 of 1 people found this review helpful.
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Company Response

Dear Allison,

Unfortunately that is very hard to make everybody satisfied, even if im working hard to make all of my clients happy. I've read your review and sorry to hear that, i couldn't deliever a 100% service, since i thought (and said) you will be really satisfied with us at the completion of the work.
Well, regarding the caulking issue: soon as we finished all four elevations of your house(it was first week of of June), i sent my guy to apply the caulking on all doors/windows. You're right, i didn't call you to let you know that, he's comming to finish the work, please accept my apology for that. He couldn't finish his work at that time since you have told him to do not caulk around the main entrance door because you're facing with some door issues, so i didn't even ask for the final payment eather for months. Finally, you emailed me with the great news "Hi Arnold, The door saga continues...I apologize for the delay...I've been waiting 12 weeks and courting to get this sorted out too..." as you wrote in this email in 10th of August. First week of September you called me to inform: the door has been installed and you want me to finish the caulking around the door, so i told my guy to go there as soon as he can. I supposed to learn from my previous mistake, i didn't call you with a notice, when he will arrive to complete our work, but i sent you an email to your smartphone that morning to let you know he is comming early afternoon. Well, it was my mistake, i apology for that as well.
Re: extending the exterior taps(valves)
At my first site visit, we were walking around your house and gave you a list, what has to be done before you hire a stucco contractor, specially if 3" ridgid board has to be installed instead of the standard 1,5 or 2" exterior insulation. You was asking me if we can install the extension boxes for the light fixtures and include the caulking seal as well in my estimate. About a week later, you called me to sign the contract for the above work, not including the tap extension(please see our signed contract). Once, we have started the EIFS work and the valves were not installed yet, i offered to extend them for FREE OF CHARGE, otherwise we have to work around them and not able to complete that 2 elevations. I went to the local home depot to buy the required tools, pipes and taps and installed by myself spending long hours with the one at the backyard(since im not an expert of plumbing) so i returned the other tap to the store and purchased a high end (no tool required) valve with a pre-installed extension to avoid to spend another evening again welding that tap instead of enjoying my newborn baby at my home, even if i had to spend a bit more money. Unfortunately that tap was leaking slowly(factory defect) as we recognized after the completion of the stucco work. You told me to replace ,what i refused as you wrote above. Im sorry, but that was not my fault and i can't offer warranty on job what i did as a favor, so i told you to call a plumber to fix the tap. I was trying to save you a few hundreds of bucks and avoid to delay our work doing this favor to you. Well i learned the lession, but still, willing to help my future customers in a similiar case and hopefully they will appreciate that with a few kind words.
Re: existing steel lintels above the windows/doors:
As i explained you on my site visit, we can't apply our material onto steel, that has to be painted with exterior oil paint to match the color of the window or the stucco. Previously they were painted white to match your existing windows, that's the reason, they didn't stand out so much. After the completion of our contract, you asked me to paint finish them. It was not part of my work, but i offered my help to do the labour if you bring a small can of oilpaint in the color you like, then you said, i have to do the labour and supply the paint as well. Well, i went to the BM store to buy the paint and refaced the lintels to the matching color.
Re: cleaning after the succo
Whenewer we do a job, we have to leave the site in a reasonably clean condition and fit for use (please see at the back of my contract) which means, that is inpossible to clean each pice of the foam powder. During the work, we had to work around debris left on site by other contractors, but we cleaned ours and removed from your property as we agreed. Im really sorry if we caused any hard time for you, please accept my apology for that.
Over all, it was my pleasure to serve you in my neighborhood and thank you for the referrals(we finished both).

Regards,
Arnold and the boyz

10/10

This company was contracted by a door manufacturer to create sidelights for my front entrance. The door manufcaturer was terrible to deal with, however this company went out of their way to address the issue with the manufacturer. The manufacturer advertised the sidelights as having a privacy rating of 8/10 (10 being opaque) this was important as my front door is close to the sidewalk. I originally inquired about a style that was 9/10 but they said it wasn't very appealing. Sidelights arrive and the glass is see through..no opaqueness..Door Manufacturer says 'too bad', have to escalate to co-owner of the company to get them to take responsibility. Glass company invites me to come by and pick up samples of more obscure glass that can be used as 3rd pane, they will replace it. Battle continues with manufacturer of the door, but finally they agree and if I can get everything back to them Aug. 3rd we'll push for Aug. 6th. Glass company doesn't get the sidelights until the 6th due to the manufacturer not delivering them (no explanation as to why) Glass company planned work based on my call Tues., is ready to go, and will work to have them done by 3pm Friday, and will even arrange for special pick up on Sat. for installation. BUT can't get door manufacturer to pick them up...'no way' they can get a truck to pick them up and turnaround and deliver for installation. Unfortunately the glass company will have rushed their work for nothing...Maybe one day I'll see the sidelights installed. IF I ever need custom glass work done - this is the company to work with!!

Approximate cost of services:
$2,000.00
What could this company do to improve their services?
Keep up the great work!
Any advice to offer fellow homeowners facing a similar project?
know who all the suppliers are, take the time to investigate their customer service, and reputation... As much as you might be attracted to something, getting what you're looking for, promises have to be met with action.
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0/10

Ordered a front door and sidelights - custom colour(Benjamin Moore), standard size 36" door. Sidelights were rated as 8/10 for privacy and were frameless so considered custom. Order was placed through Home Hardware as Ostaco doesn't sell doors to public - (only windows). Order was placed apprx. May 5, 2010, advised it would be 5-6 weeks for delivery. Due to some work being done on exterior of house I needed the door by June 4th. The contact at Hm Hdw suggested we arrange to get the frame installed with a dummy door and plywood where sidelights would go. Expecting that would only be for 2 weeks and it met the need of getting the exterior work done it was installed. First error hinge on the frame - wrong side. Hm Hdw admitted it was their error and arranged to pick up the corrective pieces for the frame and remove the frame to put them in. Asked that they ensure the door order was corrected - they faxed Ostaco this info after calling them. Weeks go by no news on the door despite repeated calls....Mid-June they advise that the small glass insert in door requires custom glass work - choose from two options and fax back. Done 3rd week in June, awaiting due date. July 12th I called Hm Hdw and Ostaco saying I wanted the installation by July 15th since I had been living with a door that was nailed shut from June 4th! Door and sidelights arrive July 15th - door is hinged on wrong side AND sidelights are clear..no privacy. Ostaco is called, advised of the issue, cannot locate the fax to correct the order, Hm Hdw has to re-fax the correction again. Ostaco says glass is what it is...too bad...Doesn't matter what brochure shows? Hm Hdw suggests that to reverse the small glass insert and add the dentil shelf (accessory) to the other side will allow installation and avoid starting over - agreed. Note this saves Ostaco time and money as well, which could be put towards fixing the sidelights. We inquire on the due date again - well Hm Hdw has to send it a request in writing to get the additional accessory, and request for service on sidelights? Call Ostaco and explain it's not the style of sidelight but the mismatch on the privacy as per your brochure. Call the company that made the custom sidelights they are very helpful and offer to give me samples to try at home. They can replace 3rd pane of glass with one of my choice to obscure looking in, but allow light. Great - not sure why Ostaco couldn't have investigated options? Call to speak with manager of customer svc, tell her I'm on my way to the glass company to see what they can do about privacy, she says go ahead with that approach. Manager of customer service says she will investigate and call back. Two days pass, no call, I call again, she says Sales person was supposed to call. However they have no record of any faxes from Hm Hdw since we started the process in May?! I asked how they could have gotten this far without the confirmation on the door order, glass for the door, etc? No response. Sidelights as they are..I ask if they aren't responsible for their own brochure ratings? Referred to the Co-owner of the company, he is surprised at the situation, normally a door is 3wks, 6wks for custom door he will investigate and call back. Wait two days, no call, call again, leave a message asking for resolution by Aug. 6th - 12 weeks after the order was placed....He says accessory is there, if I get Hm Hdw to return door and sidelights on Tues. Aug.3rd we'll proceed. Again Hm Hdw comes and removes sidelights, inserts plywood, returns door and sidelights by mid-day Tues.. I call glass company and advise of glass selection for 3rd pane, she will get it ordered ASAP. They will work to get it ready for Fri. will require re-arranging their plant schedule.(great service!) I call glass company on Thurs. hoping they will be ready for Fri. advise they still don't have sidelights from Ostaco?! They will pick them up Friday, do their work and have them ready for 3pm, or Sat. for special pick up. Call Hm Hdw - no word on painting of the accessory or attachment to the door - STILL NO DELIVERY DATE provided!! I advise him the sidelights can be ready in time for install on 6th, push for the door to be ready. I advise my contact that I want to speak to the store owner first thing Friday. I call the Co-owner of Ostaco again to ask what is going on...He says he doesn't know (so much for diligence/follow up internally - Imagine one of the owners checking on an issue and it has no effect?). I say everyone has done all they can but Ostaco, Glass company, Hm Hdw what about them? He says there is no way they will have the sidelights delivered to Hm Hdw on Friday afternoon. I ask why they can't make an exception. He said he pushed all the buttons as an exception to dealing with customers and referred me to the Sales rep between two companies and HUNG UP! So here we are still no date for the door...Everyone else in the process has done all they can to make things happen, but Ostaco continues to be the barrier...So what choices do we have... Start over with someone else and likely forfeit deposit? Contact the Better Business Bureau - maybe but Hm Hdw is technically Ostaco's customer. Contact Ministry of Consumer Protection - again Hm Hdw is my link so have to file complaint against them not Ostaco First time I've had such an experience in all my dealings on windows, doors, etc. Cannot understand how they can function with such poor performers involved and running the show... If I ever get a door & sidelights that are as requested based on their brochure it will be a miracle...

Approximate cost of services:
$5,000.00
What could this company do to improve their services?
They could be organized and accountable for their work and follow through on commitments. They could communicate their processes for what has to be done in writing even with hours of phone calls that don't matter? They could have a shred of customer service and consideration for what it's like for someone to live 12 wks without access to the front of their home.
Any advice to offer fellow homeowners facing a similar project?
Find out your rights first - did you know as a consumer you have a right to a delivery date...Check out the relationship between companies, understand the terms of the situation and define consequences of lack of follow through. Don't be considerate of the middle man if they don't push for you and demand service from their suppliers.
2 of 3 people found this review helpful.
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Company Response

Dear Ali,
Since 1981 Ostaco Windows and Doors has custom manufactured high quality Energy Star Windows and "Looks like Wood" Fiberglass Doors to dependable and qualified dealers such as Home Hardware.
Ostaco "does not" manufacture the decorative glass which becomes a part of the door. Each individual glass manufacturer has their own privacy rating which Ostaco passes along to the dealers. It is always best practice to visit a showroom and inspect the glass personally before purchasing a door lite to avoid any misconceptions.
We're all human, and sometimes mistakes happen. It's unfortunate that the dealer in question had issues with ordering the correct system for you. We are custom manufacturers and all details are provided to us from the dealer upon placing their order. Could you imagine if the measurements and details aren't precise, we would literally have hundreds of windows and doors across Ontario that had been ordered incorrectly.
I understand that today, you are absolutely thrilled with your new Ostaco Door, which by the way, is the only door system that carries a lifetime warranty!
We have a reputation for quality as does our dealer Home Hardware and we are happy we were able to correct this slight misunderstanding Thanks so much for purchasing our products and thank you to Home Hardware in helping us get it right.

Sincerely
John Martini,
President