AT
Andre T
1 reviews | Active since Oct 2021
17 Oct 2023, 15:32
Poor Service: Go-To Door & Window
I decided to use Go-To Door & Window to purchase and have an aluminium sliding door installed. The service was initially very friendly and their offices seemed professional and I felt satisfied that I made the right decision to pay more for peace of mind. Unfortunately it did not work that way. Appointments were not honored and I had to push to get things done. I tolerated this and even accepted that the door was initially slightly to big an had to be adjusted. After they left and I tried to clean marks on the window, I realised the glass had marks amost burned into it. They promised to replace and again I have to follow up and appointments were not honored. Eventually it was replaced though. Than after only 19 daus of use the woolpile, which is inside the frame pulled out. They refused to come out just indicating that is was correct when installed and they would not fix unless I pay. Surely this installation and parts should be cover for a longer period.
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Replies (2)
Go-To Door & Window's replyOfficial
17 Oct 2023, 16:40 Dear Andre
Thank you for taking the time to share your feedback. We at Go-To Door & Window take our customers' concerns very seriously and we appreciate the opportunity to address your experience.
We understand that you had some issues regarding our service, particularly with respect to the scheduling and quality of the installed door. Our records indicate that we worked around your schedule, accommodating your availability on Wednesdays, Thursdays, and Fridays. The door was successfully installed on 30/6/2023.
As for the sizing issue of the door, we did measure the opening and made the door accordingly. Unfortunately, we do not have control over if an opening is not square. However, we took it upon ourselves to put a flat bar in at our own cost to close any gaps that were too large to be sealed with silicon.
We also note that during the installation, there was some disturbance due to the noise created while installing. We apologize for any inconvenience this may have caused during your work video call.
Regarding the glass issue reported on 10/7/2023, we promptly addressed it by visiting your premises to inspect the glass. We found spark marks on the glass, which you attributed to the grinder we used on-site. However, please note that aluminium does not produce sparks when cut, so it would not have resulted from our work. Despite this, we replaced the glass free of charge on 21/8/2023.
On 11/9/2023, we received your report about the wool pile. At this point, the door had been in use for about three months. We offered to come out and look into this issue at a service fee of R850, which is standard practice for issues arising after such a period of use.
At every stage, we obtained your sign-off, indicating your satisfaction with the product and installation. We deeply regret if your experience did not meet your expectations and we are committed to resolving any remaining issues to your satisfaction.
We value your business and would like to ensure your satisfaction. If you have further concerns, please do not hesitate to contact us directly so that we can discuss this in more detail.
Thank you for taking the time to share your feedback. We at Go-To Door & Window take our customers' concerns very seriously and we appreciate the opportunity to address your experience.
We understand that you had some issues regarding our service, particularly with respect to the scheduling and quality of the installed door. Our records indicate that we worked around your schedule, accommodating your availability on Wednesdays, Thursdays, and Fridays. The door was successfully installed on 30/6/2023.
As for the sizing issue of the door, we did measure the opening and made the door accordingly. Unfortunately, we do not have control over if an opening is not square. However, we took it upon ourselves to put a flat bar in at our own cost to close any gaps that were too large to be sealed with silicon.
We also note that during the installation, there was some disturbance due to the noise created while installing. We apologize for any inconvenience this may have caused during your work video call.
Regarding the glass issue reported on 10/7/2023, we promptly addressed it by visiting your premises to inspect the glass. We found spark marks on the glass, which you attributed to the grinder we used on-site. However, please note that aluminium does not produce sparks when cut, so it would not have resulted from our work. Despite this, we replaced the glass free of charge on 21/8/2023.
On 11/9/2023, we received your report about the wool pile. At this point, the door had been in use for about three months. We offered to come out and look into this issue at a service fee of R850, which is standard practice for issues arising after such a period of use.
At every stage, we obtained your sign-off, indicating your satisfaction with the product and installation. We deeply regret if your experience did not meet your expectations and we are committed to resolving any remaining issues to your satisfaction.
We value your business and would like to ensure your satisfaction. If you have further concerns, please do not hesitate to contact us directly so that we can discuss this in more detail.
Go-To Door & Window's reply17 Oct 2023, 16:40
Official
Dear Andre
Thank you for taking the time to share your feedback. We at Go-To Door & Window take our customers' concerns very seriously and we appreciate the opportunity to address your experience.
We understand that you had some issues regarding our service, particularly with respect to the scheduling and quality of the installed door. Our records indicate that we worked around your schedule, accommodating your availability on Wednesdays, Thursdays, and Fridays. The door was successfully installed on 30/6/2023.
As for the sizing issue of the door, we did measure the opening and made the door accordingly. Unfortunately, we do not have control over if an opening is not square. However, we took it upon ourselves to put a flat bar in at our own cost to close any gaps that were too large to be sealed with silicon.
We also note that during the installation, there was some disturbance due to the noise created while installing. We apologize for any inconvenience this may have caused during your work video call.
Regarding the glass issue reported on 10/7/2023, we promptly addressed it by visiting your premises to inspect the glass. We found spark marks on the glass, which you attributed to the grinder we used on-site. However, please note that aluminium does not produce sparks when cut, so it would not have resulted from our work. Despite this, we replaced the glass free of charge on 21/8/2023.
On 11/9/2023, we received your report about the wool pile. At this point, the door had been in use for about three months. We offered to come out and look into this issue at a service fee of R850, which is standard practice for issues arising after such a period of use.
At every stage, we obtained your sign-off, indicating your satisfaction with the product and installation. We deeply regret if your experience did not meet your expectations and we are committed to resolving any remaining issues to your satisfaction.
We value your business and would like to ensure your satisfaction. If you have further concerns, please do not hesitate to contact us directly so that we can discuss this in more detail.
Thank you for taking the time to share your feedback. We at Go-To Door & Window take our customers' concerns very seriously and we appreciate the opportunity to address your experience.
We understand that you had some issues regarding our service, particularly with respect to the scheduling and quality of the installed door. Our records indicate that we worked around your schedule, accommodating your availability on Wednesdays, Thursdays, and Fridays. The door was successfully installed on 30/6/2023.
As for the sizing issue of the door, we did measure the opening and made the door accordingly. Unfortunately, we do not have control over if an opening is not square. However, we took it upon ourselves to put a flat bar in at our own cost to close any gaps that were too large to be sealed with silicon.
We also note that during the installation, there was some disturbance due to the noise created while installing. We apologize for any inconvenience this may have caused during your work video call.
Regarding the glass issue reported on 10/7/2023, we promptly addressed it by visiting your premises to inspect the glass. We found spark marks on the glass, which you attributed to the grinder we used on-site. However, please note that aluminium does not produce sparks when cut, so it would not have resulted from our work. Despite this, we replaced the glass free of charge on 21/8/2023.
On 11/9/2023, we received your report about the wool pile. At this point, the door had been in use for about three months. We offered to come out and look into this issue at a service fee of R850, which is standard practice for issues arising after such a period of use.
At every stage, we obtained your sign-off, indicating your satisfaction with the product and installation. We deeply regret if your experience did not meet your expectations and we are committed to resolving any remaining issues to your satisfaction.
We value your business and would like to ensure your satisfaction. If you have further concerns, please do not hesitate to contact us directly so that we can discuss this in more detail.
AT
Andre T's updateReviewer Update
17 Oct 2023, 20:35Thanks for your response but your facts are not accurate. If I confirm my availability, you make an appointment but then do not pitch or inform me that you will not make it when I confirm the appointment, is not exactly working around my availability. Your response when I wanted to confirm the time on the date of the appointmen "Ek verstaan heeltemal, ek het dit in gesit vir ‘n diens, maar die fabriek het dit gemis. Hulle sal nie weer skuif nie, sal seker maak dat hulle dit wel doen volgende week."
Some things are not visible immediately when you leave, thus you should then not request sign-off immediately if you do not trust what was done or warranty what was done.
You came out to take measurements before the doors/frames were manufactured and should have manufactured accordingly.
I used the dates as indicated in your response e-mails when I sent you the pictures and details of the woodpile which came out.
Paying for again the same Company whom I've been struggling with and can't guarantee their work?
Some things are not visible immediately when you leave, thus you should then not request sign-off immediately if you do not trust what was done or warranty what was done.
You came out to take measurements before the doors/frames were manufactured and should have manufactured accordingly.
I used the dates as indicated in your response e-mails when I sent you the pictures and details of the woodpile which came out.
Paying for again the same Company whom I've been struggling with and can't guarantee their work?
AT
Andre T's update17 Oct 2023, 20:35
Reviewer Update
Thanks for your response but your facts are not accurate. If I confirm my availability, you make an appointment but then do not pitch or inform me that you will not make it when I confirm the appointment, is not exactly working around my availability. Your response when I wanted to confirm the time on the date of the appointmen "Ek verstaan heeltemal, ek het dit in gesit vir ‘n diens, maar die fabriek het dit gemis. Hulle sal nie weer skuif nie, sal seker maak dat hulle dit wel doen volgende week."
Some things are not visible immediately when you leave, thus you should then not request sign-off immediately if you do not trust what was done or warranty what was done.
You came out to take measurements before the doors/frames were manufactured and should have manufactured accordingly.
I used the dates as indicated in your response e-mails when I sent you the pictures and details of the woodpile which came out.
Paying for again the same Company whom I've been struggling with and can't guarantee their work?
Some things are not visible immediately when you leave, thus you should then not request sign-off immediately if you do not trust what was done or warranty what was done.
You came out to take measurements before the doors/frames were manufactured and should have manufactured accordingly.
I used the dates as indicated in your response e-mails when I sent you the pictures and details of the woodpile which came out.
Paying for again the same Company whom I've been struggling with and can't guarantee their work?