Bruce: Thank you for your reply! There must have been a misunderstanding! I appreciate your clarification... we must have had a bunch of emails going back and forth. I thought that I had emailed you the signed documents, and I didn’t receive a reply back, nor the rebate. Anyhow, I will send you another email and hopefully we can get everything sorted out and you can close this file.
We ended up choosing Bruce for our windows because of the great reviews and pricing. My parents are however not 100% satisfied with the overall experience. I am sure that the product and workmanship of the installation is great, but the finishing on our windows could be better as we can still see the nails and fingerprints. I know it’s cosmetic and I can go to the hardware store to get tools to sand it down and repaint, but still... I thought we’d have a finished product. The job commenced beginning Aug 2017 and took almost 2 months to complete because of a mix up in window sizing- at that time, we just wanted the windows finished as our vacation was approaching and it was starting to be winter! November, I contacted Bruce to see when the documents would be submitted for the Alberta Energy rebate and was told we needed to sign an authorization form for the info to be released. Ok, done! It is now Feb of 2018... I’ve emailed Bruce, yet no reply, so I decided to call Efficiency Alberta to check... they said nothing has been sent in. It takes 6-8 weeks to process, at this point, I don’t know when we’ll actually receive our rebate. Quite disappointed. we try to support independent businesses and have had no issues in the past with independent smaller companies... I hope this is just a one time thing. Still waiting to hear back from Bruce and will update this review once everything is done and in order.
- Approximate cost of services:
- $9,000.00
- Company Response
Thank you for the review!
I would like to clarify this situation.
When I make a mistake I do admit it.There was 2 windows that I needed to reorder. I hit the 3 instead of the 4 on my laptop when pricing out the job. This made the windows to short for the opening. The mistake was caught prior to removing the existing windows. We always measure to make sure everything fits. The windows were reordered and installed the day prior to your parents leaving for vacation.
As for your parents not being 100% satisfied with the inside casings. When I came out and quoted the job I fully explained every aspect of the installation.It was explained that we would be using 3 1/4" flat stock casings. The nail holes would be filled and all miters would be glued. The casings are primed white ready for paint after a light sand. You then interpreted this from english to chinese for your parents. This is how we do it on 95% of our jobs, the other 5% we drop the trim off prior to the installation so the customer can paint it prior the the install. Most window companies do not even fill nail holes. We go far beyond by filling them and dapping to the window jams and wall.
As for not sending in the Alberta rebate paperwork. At the end of every installation we hand out a pamphlet with all the required paperwork such as your warranty from the manufacture, Window Wise Warranty information, ect. We also have a customer satisfaction questionnaire, Alberta rebate consent form which is filled out with the customer and returned to our office. Your father could not understand so I left the form to be filled out, signed and emailed back to me. It was never received to us. I don't know if it was forgotten since they were going on vacation the next day after the installation. The form was mailed out about a month after the installation. As it was not on file and we wanted to close our file on the job to move it to complete. It was never returned. Finally when you called and asked about the rebate you were told what we needed. I emailed it to you to have your parents fill out. It was then emailed back to me blank! I called you immediately and left you a message stating you must have sent the original because it was blank. I emailed you a few days latter and still no response.Without the consent nothing can be sent in.
I do apologize if there was some misunderstandings. It is sometimes difficult when everything has to be interpreted.
But I do thank you for the review as it does prove that these reviews are real and come from real people!
Thanks Bruce