Business ProfileforArrow 2000 Window & Door Systems Inc

*************************************************************** *************************************************************** *********************************************************** It seems like all they want is your money and leave you with any issues that might arise. I ordered windows to replace my basement windows. In 2019, I placed the deposit and was told it would take 30 days to have the windows for install. It actually took two months of delay, and this was before the world went into lockdown before COVID. Robert, never communicated about the delay and it took me following-up to see what the issue is for them to acknowledge the delay. Then the holidays happened and installing windows was pushed back even more because of the weather and the issues it might have on the installation. In the summer of 2020, the installer finally to install the windows. I thought success, right?! WRONG! A few months later, there was an issue where a window pane had to be replaced. At the same time, one of my windows was leaking and water and coming inside the house. I brought this to Mary's attention. Mary charged me for the second pane, but didn't address the leaking issues. I sent them pictures and video of how bad it was leaking in the basement. At this time, we're in full-blown lockdown of 2020, but I let an installer come into my home to replace the pane, after dishing out the money for the replacement. The installer was incredible and showed up to replace the pane. I explained the situation and he told me that since Robert isn't his employer but the window manufacturing company did, he couldn't really help. He saw how bad it was, took pictures and told him that he would also let Mary know about how the leaking was. I followed-up multiple times via email to Robert, who didn't respond at all and was basically ignoring them at this point. When I called and spoke with Mary, she got him to reply to my newest email. He told me to make sure there wasn't any snow buildup at the top of my deck. It wasn't snowing at this time, but the heavy rainfall that we had received. I pointed that out to him, and he said he would need to get an installer out but couldn't because of COVID. For the last year, I've been trying to get him to send an installer to fix a leaky window that they created! Now there's what looks like rust happening away from the crank, but since the window is vinyl, I have asked what it is but no one can tell me exactly why the window is looking rusted. If you have stuck with me this far, take my word for it: I don't ever see this getting resolved. It's been over a year now of me contacting them to get them to fix this issue with no avail. ************************

It is unfortunate that our customer has made these statements regarding our company. We are a Family-run business and have been serving our customers in the GTA for over 50 years. We do not leave customers with service issues that are due to our installation or product malfunction. The contract was signed at the end of October of 2019 for a total of 8 windows. The fall of every year is usually our industries busiest time of the year, thus our manufacturer did not complete the order until early December. On December 10th, 2019, I e-mailed Sonya, which I have on file, stating that the windows were ready but, because of the unstable weather and the Holidays, we would not be able to install the windows until the New Year. In the New Year, again because of bad weather and the uncertainty with the start of Covid, we were not able to schedule the installation until February 15th, not the summer as stated.
When the broken pane of glass was reported to us, we told our supplier/manufacturer of the windows , that it was a pressure crack according to Sonya, which would be under warranty. Our supplier requires a picture of the broken glass to process the warranty and when we were e-mailed a picture of the glass, which we in turn e-mailed to our manufacturer, they ruled that there was a clear point of impact against the glass that caused it to shatter so, it would not be under warranty. The charge for the broken glass replacement was from our manufacturer, it had nothing to do with us. The leaking window in the basement, under a wood deck was then reported to us by Sonya but, unfortunately, we actually went into a lockdown and had to close our business for close to 2 months because we are not considered an essential business. At no point in time did I refuse to answer any of Sonya's e-mails or calls after we re-opened and were allowed to resume our business. Our installer foamed, caulked and installed exterior aluminum flashing around that window under the deck but, because of the wood deck being right above it, the water seems to be running down the exterior block wall and finding its way through the flashing. Not to make any excuses but, we all have been affected by Covid in the last couple of years now and orders that normally took 4-6 weeks to complete are now taking 16-18 weeks and our company, as well as every other company in the construction industry has been affected by these delays and shortages of materials and products.
I like to re-iterate that at no time have we stated that we would not go back to try to solve this leaking issue and in fact, I have been in contact with Sonya in the last week or so ,and actually told her that I would be sending our installer back to see the problem, just to have a bit more patience. . We are also having our manufacturer prepare a report on what the service man seen when he went to replace the broken glass unit.
Yes we are responsible for the delay in trying to find a solution to this issue and I hope that we can change Sonya's opinion about our company.