I would like to share an amazing renovation experience with a surprised outcome, which I did not expect. Like most Ontarians, we took advantage of the GreenON Installatons program and decided to replace our builder casement windows that are over 10 years old. We requested quotes from multiple companies and Eric Chan from Crown Windows and Doors offered us the most reasonable price with quick turnaround time. Eric also made a couple recommendations to us: for the main floor window, he suggested moving the open window from the middle to the side to give us better view, and he also suggested for one of the upstairs window, added a second open window to allow more air flow. In less than 4 weeks and ahead of schedule, windows were ready for installation. On the day of installation, everything went well until the installation crew brought in the last window for the main floor. We picked the Prairie style grill and when the window was brought in, there were an extra horizontal grill in between the two vertical grills on each side. We instantly thought it was the wrong window and told the crew. The crew confirmed that it was the right window and I immediately called Eric. He explained that due to the height of the window, the extra horizontal grill was added to ensure the two vertical grills would not bend or cave in. Since the window was here and Eric provided the rationale, we let the crew finished the job. After the crew left, my husband and I looked at the main floor window and did not like it. It was different from the rest of the windows and no longer had a consistent look when viewing from the outside. And more importantly, it did not look like the true Prairie style we picked. I called Eric the next morning and told him about our concern; he was very patient and even brought in the manufacturer to our call so I could understand the manufacturing process. I appreciated the manufacturing process however we see this window everyday and the cosmetic look became more important than the functionality. Eric knew that I was not happy when we finished the call; and he did something above and beyond his responsibility that I would not expect from anyone. A day or two after the call with the manufacturer, I received a call from Crown and I was told that a new window would be made for me without the extra horizontal grills and all warranty remains unchanged. I was not expected this call and I found out what Eric did. Eric discussed with the window manufacturer after our call and since our window height was just about the height that required the extra support, he requested a new window made and offered the same warranty. This new window is at no charge to us that means Eric picked up the cost to ensure his customer is truly satisfied. We will and have recommended Eric and Crown to our friends and neighbours, and with this superb after sales service we will be Eric’s customers for life. Another note on the GreenON program, Crown submitted the application for us right after the installation, and our application have already been approved and we are now waiting for the cheque. The administrative service is fast and accurate, and everyone from Crown is polite and return call promptly. This is truly an amazing experience that is above our expectation.
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- Company Response
Thank you for choosing Crown Windows and Doors as your window replacement service provider. Our only windows supplier - Hometech also provides Great quality products and services. As the appointed authorized contractor & windows supplier of GreenOn program, we try out best to deliver the BEST to you. It is our pleasure to serve, and thank you for your great review.