All New Windows and Doors but Not A Happy Customer.
We had the owner Robert come to our home to give us a quote for new windows. We were happy about the price and decided to do our front door and patio door too. Robert was very knowledgeable and always returned my calls and addressed my concerns so I felt very assured. Part of his sales pitch was to tell us that after the install his wife makes thank you baskets and delivers them. We've had our windows for over 6 months and she has yet to graced us with her presence. It was over 7 weeks for the install. The crew was pretty good. It tool 2 days for all the windows and doors to be installed...here’s where I get disappointed. One of the garage windows didn’t get ordered and I had to wait another 4 weeks for the windows to go in the garage. The crew did an okay job cleaning up but I found a lot of debris outside the house and on the front lawn that I had to clean up. One of the hinges on the front door is broken. You can see the crew tried to silicone it back on. Door is very hard to open and the hinges keep unscrewing. Patio door is hard to close and the screen won't shut all the way. The windows are very hard to open and close. You have to use both hands on the sliders. Very hard to lock the windows as well. I don’t know if it’s and install issue or the windows themselves or both! The trim that was used is not good. I will have to pay someone to come and repaint every single window. There were also nails and staples sticking out of the trim that I had to pull out and repair. There are large gaps between the trim and the wall...I've never seen anything like this in my life. For the price we paid and the wait, I will not use this company again nor can I in good faith ever recommend them. Pictures are attached...see for yourself.
- Approximate cost of services:
- $35,000.00
- Company Response
Dear “Nabraska in Toronto”, thank you very much for your feedback. Your comments are appreciated and are taken with sincerity. We would like to respond to each of your comments as follows in hopes that you might reconsider recommending our company in the future.
As we do not have your contact information, we will not necessarily be able to address your instance specifics, but will try and provide some insights (we welcome the chance to address your concerns directly should you choose to provide us with your contact information).
We sincerely apologize you were expecting a thank you gift and that we did not come through with one, however as mentioned above we cannot address your specifics of what happened but do apologize you were missed.
Installation is dependent on time of year and is typically 6 to 10 weeks from time of our customers signing the agreement. Multiple steps take place, which I am sure you were apprised of. Upon signing of the agreement, an official measuring of your windows needs to take place, we ensure we are able to select a time convenient to our customers in order to complete this task. Then the windows typically take 3 to 6 weeks manufacturing time. At this point the windows are shipped to our location once or twice a week, dependent on the season. Once the windows arrive and we are able to schedule an install date, (again picking a time in conjunction with our customers which is convenient to them), and on the day of install, barring any issues with the weather, the install is completed in a timely manner appropriate to each individual situation.
In the instance of your garage window, all we can say is, mistakes happen in life, and as a company we do our very best, which includes a constant review of our processes. Based on your review information it appears your install happened sometime in the fall and this is the very busiest time of year for most any reputable window and door company. The typical period for a window to be manufactured and installed during the fall season is 6 - 8 weeks.
Regarding clean up, this is something we pride ourselves on. It is a consistent focus (again not being able to speak specifically to your situation), if the install happened in the fall, there is the possibility of snow being on the ground, or, in all cases sometimes no matter how hard we try we will not get all the minor debris that may get lost in the nooks and crannies of the grass, gardens, etc. If you see some of our other reviews web wide you will see a constant theme, cleanup is a source of pride and our customers in general respond favourably to our focus on cleanup. Having said that, no person or company is perfect and we do not profess to be either, no one, or company is, we just sincerely try to do our very best.
We invite you to contact us directly to address your concerns. Our attention to making it right is second to none in our opinion, and would welcome the chance to address any issues you have. The price you pay includes our industry leading warranty. So please feel free to contact us via email at info@kempenfeltwindows.com, or you can call us at either 705-737-1554, or 905-895-1554. We would love the opportunity to address your concerns directly.
Sincerely,
Robert Maslen
President