Edit: the owner, Peter personally called me and we chatted through the situation so I'm updating my review to state this. By personally calling me, the owner showed that their company is committed to customer service and doing the right thing. I'm leaving the review up because it doesn't erase what happened but I also want to be fair and state that the company did make it right so it's not a bad company to contact for a quote. -- I used this company for siding, you can see my earlier review from Oct 2021 where I gave this company 10/10. However my second experience with them was very dissatisfying. Maybe their Siding division has their stuff together but their Windows division certainly doesn't. I called Custom Windows to replace 2 windows around late winter 2022 and I spoke to Bruce, the salesperson I dealt with before. He was always professional. I paid a deposit on my windows around early May and my mom ordered windows from them around the same time. I was given the heads up by Bruce that due to covid delays etc that it would be 3+ months until my windows would be produced. 3 months later they weren't ready. October rolls around they still aren't ready. Around that time my mom gets a call regarding her windows being ready but mine still weren't although we ordered around the same time. My mom was also frustrated with how long it took for her job to get completed. So I called the head office and spoke to a lady named Michelle. She informed me that due to a "miscommunication" that measurements for my windows were not taken or something was missed and that my order should have been completed 2 months ago (first issue) and that she would send out an installer ASAP to measure my window dimensions. I was told the installer would come later that day/or the next day (can't remember) and then received a call that the installer wouldn't make it (second issue). The installer eventually came out though, probably a week or 2 later. Then I called Michelle later on another day and got her voicemail and left a message (she never returned my call - third issue). I had to call her again another day to get ahold of her. It was a little while longer until I received an installation date. The installers were professional and did a good job when they arrived to install my windows. All in all - I waited about 8 months from the time I inquired about windows to the day of installation. My issue with what happened was the lack of communication. Their staff are nice people and the workmanship is great. My experience from a communication standpoint was not the best.
- Approximate cost of services:
- Company Response
Dear Devani, thanks for sharing your feedback. We’re sorry your experience didn’t match your expectations. It was an uncommon instance and we’ll do better in the future. Custom Aluminum Windows and Siding prides itself on customer service. We set a high standard for ourselves, and we’re so sorry to hear this was not met in your interaction with our business. Please feel free to reach out to us directly with any further comments, concerns, or any future services you require.