Vinyl Window Designs Ltd.

I had a very good experience with the service manager, i believe her name was Suzie. I had contacted the company for the job and had some questions about the warranty and life of the windows. She addressed all my concerns and was very thorough and helpful. I have recommended this company to others specifically because of her. Customer service is of great priority.

Suzie the CSR manager helped make the decision to go with this company as she was friendly and knowledgable.

In mid-August 2017, 2 windows required repairs. The first was a broken thermo seal and the other we were having a problem sliding the window opened and closed. On December 15 and March 14, the scheduled service appointment were cancelled because one of the windows was broken. I was so upset on March 14, that the serviceman ended up doing an urgent request for a new window and was able to install it that afternoon. The second repair was not done because the service work order did not have the issue properly identified and it did not come into light until the repairman came; VW was not responsible for this error. On March 28, I contacted VW to speak to the service manager so I could ask about when the repair would be done and to answer some questions I had about service and costs. The service manager was away and I ended up speaking with one of her employee’s and the general manager’s assistant. Neither was able to answer my questions. The general manager’s assistant was just rude, but the service employee did book the service call for April 23 and confirmed she had made an error on her quotes. The following week, Suzie, the service manager explained that they have had problems with my retailer because they only submitted by fax and they often send them to the general fax instead of the service department fax. Consequently, there are delays in the requests getting to them and sometimes they don’t even get them. Although faxes were sent monthly from the original submission in August, the first fax the service area received was in November, thus they actioned it promptly given the December install date. VW is partially responsible for the August to December delay, in that it is VW’s responsibility to ensure procedures are in place to get the faxes to the intended department promptly. She took full responsibility for the delay from December to March, explaining they fell behind after the December shutdown. Suzie was very professional and apologized several times for the delays in the repairs being done and the stress and inconvenience caused by there being no one to answer my queries during her absence and the rude assistant. She advised she was willing to goodwill our next service request. We have already taken advantage of the offer. The work was done promptly and without any issues. Although we were so frustrated that we considered just replacing our windows with another manufacturer’s product, we have decided, for the time being, to keep our VW products. We have had window repairs done in the past with no issues, some of the issues were related to inexperienced staff, and they have made every effort to make up for the problems we have encountered this time around. Time will tell if they change their processes to avoid the issues we encountered.

As a fomer employee..this was the worst job ive had..lots of almost senior staff and lack diversity..they will work u like dogs but once u raise a concern or complaint ur getting the pink slip..which I did..stay away from family owned businesses..they cant seem to separate business from personal..lots of derier kissing to keep your job..customers are fed lies all the time..u want great service or windows look elsewhere..0 stars if I could..

Brutal. No organization, no communication, full of broken promises. If you value your time, stay away from this company. Trying to coordinate a window replacement with this company for 6 months. Booked time off work 5 times only to have them call and reschedule the day of. On the 6th attempt, asked them for a reminder call/confirmation call day before to see if they would come in the morning or afternoon (or even at all). The reminder call never happened. Instead, I stayed home the supposed day of install, not sure if they are actually coming this time or not, and I called them in the morning to confirm what time they should arrive. Told me I'd be the last call, between 3 and 330PM, but they would call me about 30 minutes before arrival. Went about my day. Came home at 2:45, found a card on my door that they had come to the house and left. No prior phone call, no messages, No cell phone on business card to contact tech. Left 3 messages at office to get a hold of tech to come back. Nobody from office returns my call. Another day lost! Brutal! Stay away........