I had previously used this company (Beverly Hills Windows) many years ago, before they were bought by Nordik. Wow, what a change. Everything in the sales and pre-measuring process was fine. But then came instillation. My original installation appointment was between noon - 3pm on a Thursday. When the installer still hadn’t arrived by 2:45, I called the office and was told “he’s on his way, he’s just stuck in a bit of traffic.” No one showed up. Finally, at 4pm, I received a call from head office and was told “the installer put the windows in backwards (!!!!) at his morning job, and so had to remove them and re-install them.” I was told I could be booked for the following Thursday (one week later). I asked if I could get an earlier date, since I had been inconvenienced and it wasn’t my fault, so why should I have to wait an entire week for them to recover from their error. He told me there may be a morning appointment the next day (Friday) and he would call me back in 5 minutes. I never heard back from him. I called Friday morning to see what was happening. They said no one was coming that day (Friday) and no other date was booked for me. I explained my situation and asked for a morning appointment asap, since I didn’t want another afternoon appointment and have the same thing happen. She was able to book me in the following Tuesday. Then, on Monday afternoon, I got a call from the same person who called me the previous Thursday and told me the installer made an error, and was told the installer I had been assigned chose not to work the next morning and so he would be coming in the afternoon instead. I explained that this was not acceptable. Customers should not be inconvenienced because employees decide not to work. He then said something about me using that particular installer, as if I had specifically requested him, which I hadn’t. I explainer again that they needed to honour the commitment they had made to have someone install my windows the next morning. The installers did arrive Tuesday morning, and the installation seems to be fine (except that I had to ask the installers to wear masks when they were in the house - shouldn’t that be automatic these days?) To add to the final insult, when it was time to pay and I said I wanted to do e-transfer, I was told it had to be cheque or cash. However, the confirmation email stated quite clearly I could pay by cheque, cash, e-transfer or bank bill payment (it even gives instructions on how to set up the biller with your bank). The installer had to call the office to confirm if I could pay by e-transfer. The person on the phone grudgingly said I could pay by e-transfer “as an exception.” I explained that this shouldn’t be an exception as the email clearly said I could do so, but that wasn’t a hill I wanted to die on. So in short, I do not recommend this company at all. Their window quality might be fine, but their office staff are unprofessional and have no concept of customer service. And they aren’t even aware of their own policies, it seems.
- Company Response
Hi KevH, Thank you for sharing your experience with us. This is very disappointing and eye-opening to read, however I am confident that some good will come from your feedback and we learn from this moving forward. I'd like to discuss this further with you, at your convenience please reach out to me at email@example.com .