Phantom Screens / Ontario Screen Systems Inc.

Thank you so much for your kind comments and for taking the time to share your experience. We have passed your feedback along to Mike. We couldn't do what we do without our fantastic employee team. They always work so hard to take great care of our customers.

Hello Wayne, thank you for the discussion we had on the phone last week regarding this review.

There is a saying that “there is no such thing as too much business” but unfortunately that isn’t true. The demand for Phantom Screens in Ontario has been unprecedented this season. Further, with the severe rainfall Ontario experienced in 2017, many of our scheduled measurements and installations had to be delayed or re-scheduled for reasons well beyond our control. The lasting impact of severe rainfall and the plethora of inquiries had a ripple effect of putting much of our field team behind, even into August.

When re-scheduling happens or our response time is exceptionally long, even on beautiful, sunny days, it is hard for the customer to grasp the fact that rain played a part in these circumstances. But that was certainly the case. Every one of our hard-working team members has been performing at capacity, and we still can’t keep up to the demand for the best quality retractable screens in the province.

Further, it’s sad that Home Depot didn’t return calls or follow up with you, but – once again – that is something completely out of our control. Your review said “home Depot, another poor service rating as they never ever followed up! I had to keep calling them!!!” I trust that anyone reading this review can understand that we have no control over the performance of Home Depot, or over your decision to allow your frustration with them to influence your perception of our business.

Customer Service is our number one priority at Ontario Screen Systems Inc. We take pride in having served Ontario since 1994, in having professionally installed more than 100,000 retractable screens in the province, and in treating each customer experience with excellence. As you can see from the very long history of 10/10 reviews on this site, our customers experience this excellence in Customer Service the majority of the time.

We’re disappointed that you opted not to go ahead with the screen installation we extended to you when we called, even with the consideration we offered for the inconvenience you experienced. We certainly don’t profess to be perfect, but we try hard to make things right for anyone whose experience is less than perfect. Unfortunately, we will be able to do that.

However, it is our hope that those reading your review – and our response to it – can see past your frustration with Home Depot and rain delays and judge us fairly on our true performance. Thank you.

Thank you so much, Mike for this review. We have passed your kind comments along to Mike C. We are so grateful for our employees, who set the benchmark for customer service in the retractable screening industry. Did you know that all of our installation staff have passed a criminal background check?

Hello and thank you for your feedback.
I’m glad that Danny was able to track down your information and discuss the installation at your home. Happily, you and Danny came to a collective decision to change the profile of the sill adaptor that was used to support your bottom track. We trust that the new, longer sill has waylaid any concerns you had over your original installation.
We’ve reached out to you and asked that you reflect the changes we’ve made in your review. We understand that you are now completely satisfied regarding the way Danny handled your new sill selection, and the way the screen looks and functions. While we don’t see any review changes reflected here as yet, we trust that you will be making them soon. We really appreciate that.
We certainly don’t profess to be perfect, but we try hard to make things right for anyone whose experience is less than perfect. Customer Service is our number one priority at Ontario Screen Systems Inc. We take pride in having served Ontario since 1994, in having professionally installed more than 100,000 retractable screens in the province, and in treating each customer experience with excellence. As you can see from the very long history of 10/10 reviews on this site, our customers experience this excellence in Customer Service the majority of the time.
If there is anything further that we can do to make you completely satisfied, please contact Danny or anyone at 1-888-PHANTOM. Thank you.

Thank you very much for taking the time to share your comments, Nadia. We really appreciate it. Phantom Screens come in a variety of colours to match virtually and décor scheme. They're truly invisible when not in use.

Hello BM,
Thank you for your feedback and for taking the time to speak with Holly on the phone yesterday.
First and foremost, please accept our apologies for the delays you experienced, both the delay in hearing from us and the delay with our technician’s arrival at your home. This is absolutely not indicative of the service we provide. Our customers deserve excellence, and we strive to achieve that.
Further, when delays happen, it’s important that we communicate well with our customers, and that didn’t happen in your case. Our installer was installing for another customer when Candice tried to reach him, and he therefore didn’t answer his phone. Subsequent follow up, both with him and with you, should have happened promptly regardless.
We trust that after speaking with Holly on the phone, you can better understand that our company is deeply committed to our customers, and that each of our team members is tremendously valued. We take pride in having served Ontario since 1994, in having professionally installed more than 100,000 retractable screens in the province, and in striving to treat each customer with excellence. As you can see from the very long history of 10/10 reviews on this site, our customers experience this excellence in Customer Service the majority of the time.
We look forward to having an opportunity in the future to extend outstanding customer service to you.
Thank you.

Thank you so much, Nancy, for your kind comments. We really appreciate it.

Hello RP and thank you for your feedback. I’m glad we were able to speak on the phone and provide you a better experience than you initially had. We certainly don’t profess to be perfect, but we try hard to make things right for anyone whose experience is less than perfect.
Additionally, we appreciate that you edited your review to reflect that we resolved your issue to your satisfaction.
Customer service is our number one priority at Ontario Screen Systems Inc. We take pride in having served Ontario since 1994, in having professionally installed more than 100,000 retractable screens in the province, and in treating each customer experience with excellence. As you can see from the very long history of 10/10 reviews on this site, our customers experience this excellence in Customer Service the majority of the time.
We look forward to serving you again in the future, and giving you excellent customer service that you deserve. Thank you.

Thank you so much for this kind review, Adrianne. We appreciate your feedback. Ontario Screen Systems is committed to the quality and service we provide to all of our customers. We’ve been screening Ontario since 1994!