My parents, who lived in Scarborough, had had their garage door replaced by this company a number of years prior so when my father was critically ill in hospital and my mother had to put the house up for sale we called to see whether they could repair one garage door panel that had been dented. A sales rep visited Sat. Sept. 27th (2014) and advised that the repair could not be done and a replacement was recommended. We provided a credit card for a deposit of $300 in good faith with the stipulation that we needed it installed by Tues. Sept. 30th 2014 fairly quickly as the house was going on the market Wednesday and we wanted it done prior to the listing going live. Sales rep said he there was likely one in stock and so thought that was possible. As you can imagine it was a very stressful and trying time for my mother who had to make a decision on her own to sell the house she and my father had lived in for 47 years following my father's stroke and subsequent brain surgery. The company left a voicemail Tuesday evening to arrange installation - unfortunately this was too late. We decided to go ahead with the listing and leave the garage door as-is. When we called to cancel the order I explained the circumstances and requested a refund of the deposit since they did not meet our tight timeline. I was told a message would be passed along to their administrator to process. The refund never appeared. A second call I received an apology and was told the same thing. My subsequent messages were ignored.
The true test of a company is their service when things don't go according to plan. We provided the deposit in good faith that they could install by on/before Tuesday. Granted this was very short notice but we were clear on our timelines and the circumstances.
Seniors living on a fixed income facing exceptional circumstances and past customers was not enough for this company to do the right thing... so beware. Seems if all goes according to plan you're good but expect to be ignored otherwise, especially if they've got your money!
- Approximate cost of services:
- $725.00
