Reviews

5/10

Ordered a double pre-hung fibreglass door system and 3 windows in May. Everything started out well. We understood there would be 8-10 week wait for doors and windows. Windows were installed (end of July) and we are happy with that installation (outside of slight mess left by installers). Doors were installed same day as windows except the doors installed were not the correct doors (wrong panels). I spoke with Manager first week of August to make sure correct doors were ordered and to indicate I did not want to wait another 10 weeks for the new doors. Was told it would not be that long but couldn't give me delivery date at that point. Called Northern last Wednesday to inquire about status of installation (as that was 7 weeks since new door order went in). Advised that Manager would have to call me back. No call. So called Manager today (Monday) and found out that it is expected to be another 2 weeks before doors are in (9 weeks). Was also advised that they will only be replacing the door slabs - not installing new pre-hung door system. Needless to say, I am disappointed. I recognize mistakes happen but I do expect that when that occurs, that the company take a proactive approach, provide updates/follow-up with the customer, and take steps to turn a frustrating customer experience into a positive one in the hopes of attracting future business... but I haven't found that, in this case.

Approximate cost of services:
$9,000.00
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Company Response

Hi there,

We apologize for not feeling valued, we value all our customers and we apologize for the mistake on the wrong panels. We do our best to meet and exceed timelines but sometimes we are at the mercy of the manufacturer for timelines but we should have done a better job keeping you up to date.

We recognize the panels as being incorrect and rest assured, we are doing everything we can to get them as quickly as possible. Replacing just the door slabs will not jeopardize the integrity of the door system.

That said, we will contact you later today with an update and again we are truly sorry.

Thank you,
Northern Comfort