Pollard Windows Inc.

I recently had all my windows and doors replaced by Pollard Windows. I am very happy with the results and would definitely use them again.

The time when they took my order was pretty much the only process that went smoothly. I ordered a front door system with two side lites and door hardware. The first problem I encountered was with the door hardware (handle and deadbolt) I found out a few days prior to my installation date that they did not receive them. Put in mind that the order was put through almost two and a half months prior to the installation date. No one followed up or even bothered to tell me. Whats frustrating is when I asked them for assistance, I was told multipole times to "just go to Home Depot and get a lock from there"

Unfortunately the plot thickens and it get worse. When I finally sourced a lock after spending half a day trying to find something in time for the installation, it turns out that it wasn't the right hardware. I was told that the cutouts would be done on site and low and behold that was not the case. So I scrambled yet again. To top it off, the side lites that were installed were not what we ordered. Now I have to wait several weeks as Pollard is unwilling to put any pressure on their suppliers to fix their mistake. The door also had a couple of minor scratches that were fixed with some touch up paint.

The worse part about all this experience is the lack of customer service. What is most upsetting is not that things went wrong, but the lack of initiative to make things right for the customer. You spend top dollar on a door system and all you are told is to go to Home Depot. If I wanted that I would have just bought everything from there... based on this experience I think I should have. I have never felt this bad as a customer. The sales rep did make it out to my place on the day of the install to make try and work things out, which I appreciated, but unfortunately I was given more of the same passing the buck type of excuses. He just could not understand that I am dealing with them and I don't care much for who's fault it is in their end. As far as Im concerned, whomever they do business with also represents them and since I'm their customer (or was their customer), the onus is on them and only them

No empathy, No initiative to make it wight when all of this was completely their mistake, no communication initiated from them as I had to follow up on everything and no sense of pride in their brand. I do not recommend them and would advise to spend a little more for a reputable provider. Its a shame because the door is of good quality and it looks great.