Really poor customer service. We ended up with white windows, sand capping and it just looks horrible, we just assumed the windows and capping were the same thing... never had this explained to us or shown what it would look like. Now we are stuck with this and no care or concern to fix it. Instead they sent someone over to take pictures of my house and then email us. Honestly, at a loss for what happened, other than we spent a huge amount of money for all new windows and now it looks ridiculous and we have to pay to get it fixed... and they said that will be at our cost. Just use another company don't waste your money. ---- Thanks for the kindness in your reply - who the heck talks to customers like that?? Yikes .. just read the reviews that are negative looks like we have all had the same issues... I am at a loss .. but gosh I sure wouldn't sign until someone sits with you and goes over pictures and explains to you clearly . read more

great for window installation. we had 10 windows installed in 2019 and just had our last window done in 2022. Process went smooth from start to finish. installation crews were wonderful and very professional. we recommend Heritage for your window renovations. thanks Heritage read more

Sales.. sales .... sales! Once you sign on the dotted line you will no longer hear from them. After numerous times of last minute re scheduling and back and forth with issues with installation of our front door I am left frustrated and have little to no faith in their customer service!!! Install team were great, friendly, clean and hardworking ...my intent is for others to know how dishonest and bad the customer service is and this solely falls on the owner! The owner Shannon is horrible.. likes to inform you numerous times "she is the owner, she is the owner, she is the owner" but never follows up or communicates changes and service requests. I understand my home was not a huge job (four windows and a door) but it seems we were always pushed to the side. As for price, they are far more expensive then any other competitor. I only chose them because they agreed to match a competitors price. In hindsight I wish I had gone with The Window & Door Company instead. Would ABSOLUTELY NOT RECOMMEND them for any work on your home!! Stay away.. great customer service until you sign on the dotted line.... horrible service after that! read more

This is a review of the review responses from Heritage Renovations when given a low score review. I find their responses to be passive aggressive and unprofessional, especially on such a public platform. This doesn't bode well. I will write my own review after Jim & James have had time to work out what they are going to do about my own 'make do' installation as most of the "custom" windows were not the correct size, leading installers to permanently damage my heritage designated home. I hope for a speedy resolution to this mess. because the installers did the best they could with what they had. In all honesty. ALL windows need to be remade with the correct measurements. Photo 1 of 2 Photo 2 of 2 Heritage Renovations (Owner) a day ago Abigail, Your installation looks amazing, and is exactly what you have quoted and contracted. There were no sizing issues, your confusion is that we don't use the measurements the salesman takes during the first visit to quote. We send a technician to take specific measurements for ordering once you decide to proceed with a sale, those are the final and actual measurements used to order and which is what was installed. Your products were custom sized, ordered, and installed to match your openings. This was a complete, custom, and professional installation and no damage was caused. Your friendly Heritage Team Well, well, well...I finally heard back from the friendly Heritage team, and you can see their response here. Both owners sent me individual emails stating that the installation went perfectly well, everything was perfect and as I had signed off on on my quote, all was final. Last week one of the co-owners, Jim came by to take a look at the damage caused by the installation of my heritage registered property. He noted down the measurements that were incorrect on at least five of my windows, despite the fact that the owners James & Shannon tell me that everything was perfectly done. I have added a photograph of the door, trim from my front door, which is heritage designated that they cut off and removed to make the transom window seat, which is not what I had asked for. They have also asked me to remove my Google review, but unfortunately, that will not happen because I will be as transparent as possible with this entire fiasco. I will also be adding more photos soon. The fact remains that the second measurement that was done was incorrect on at least five of the windows and designs incorrectly for three of them. I understand why heritage Renovations has a two star rating on Yelp now. When Jim was here at the house I stated yet again that it was a Heritage Home, and given your company name is Heritage Renovations, it was one of the reasons why I chose them because I thought they would be respectful of and sympathetic to older properties, and what needs to be retained & preserved for the future. Jim stated that the 'Heritage' in the business name is just the name of the company. I told him that they should change the company name because it is deceitful and gives a false representation of the work they do. For the record, the second and final measurement was done by Scott, an employee at Heritage Renovations. This is where I believe things went pear-shaped. In her email to me, Shannon one of the owners stated that due to my behaviour(my initial review I assume) all correspondence moving forward will be via email. I have rung twice and asked somebody to call me back. The fact that James has asked me to remove this Google review is incredibly telling. They know they have erred but are absolving themselves of all responsibility. This is ironic given that they demand full payment before installation and I actually questioned Shannon about this because I said to her what if I'm not happy with the installation and she tried placating me saying it's all going to be fine and then everything went wrong. I will not remove this review. I will add to it, and I will fight this until heritage renovations takes responsibility for this mess and rectifies the situation to restore my heritage home from the damage caused by the installation of 'make do' windows that do not fit: eg: the kitchen windows, where the installers had to build out the frame by 3 inches all around to make them fit. This to me, is not a custom window installation. Jim stated on his visit he would be talking to James on Tuesday and that somebody would be in contact with me to try and resolve this issue. So far, the only resolution has been them telling me that everything is perfect and to remove my Google review. So I have written. I will not be silenced by Heritage Renovations. I will not be silenced by anyone that that does the wrong thing and tries to get away with it. read more

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Heritage renovations are all about money and no customer service. In fact they want all the money up front. When they cancel your installation x2 at the last minute they don't compensate but will charge you if you have to cancel. They also have these sales 50 percent off installation but there is no sale because the owner said himself this is just to get people in. He then will charge more for the windows. This is false advertising. They are also not helpful with the government rebate programs. Once they have you sign a contract and have your money forget about any customer service. In fact James wants 175.00 an hour if I want to speak with him any further. read more

Dishonest and very unprofessional. We paid Heritage thousands of dollars for high quality windows and doors, and initially we were quite happy. But then we accidentally broke a small window, and Heritage quoted us a fixed price, in writing, for the repair/replacement. After we had paid the full amount, Heritage then demanded more than double the quoted amount in order to actually do the job. When we balked, Heritage promised us in writing that they would refund the amount we paid if we could get someone else to do the repair. We did get someone else to do the repair, at a much more reasonable cost, and then Heritage reneged on their promise to give us the refund. Heritage screwed us twice - once with a bogus quote, and a second time by reneging on the promise of a refund (also in writing). We will be going to Small Claims Court to get our refund, and I would not recommend Heritage to anyone. read more

Worst customer service ever! Or, wait, I should clarify - GREAT customer service until it comes to something going wrong. Then they just want to blame you and shirk responsibility. They installed an $8,000 front door for me, and then when it wouldn't open fully, they blamed my floor. They said my "new floor" was uneven and that there was nothing wrong with the installation - it was PERFECT. This is NOT a new floor! This is the original hardwood floor that was put in 15 years ago when the house was built. My old door (which, while objectively was not as pretty, is looking better and better now!) worked perfectly well - it actually opened the whole way!! Imagine!!! I miss those days.... Heritage takes ZERO responsibility, and like other people have noted, James is just a coward who won't take calls if people are going to be made at him. The door was obviously installed too low, but getting them to admit that is a lost cause. In a response to my review elsewhere, they said they recommended to me that I take the issue up with the installer of my "new" floor. Yeah, I'll try to find whoever built my floor 15 years ago. Jokers. This company gets great reviews as long as the installation goes well, but when things go wrong, forget it. They deny and blame you. I've since spoken to an independent and well-respected contractor in the city and he described their installation as "Mickey Mouse" and thought the contractors must be new. Uneven floors, while not common, are also not uncommon. The contractor should always do a proper measurement and assessment before installing the door. Obviously didn't happen here. read more

I normally do not write reviews but feel that I need to make people aware of our dealings with Heritage Renovations. First of all I have no problem with the product. Our problem stems from the lies in order to make the sale and the poor customer service. My wife and I decided to replace both our front double doors and transom along with the back french doors. Also to be installed was the new door handle hardware. First of all this was not a cheap renovation but found their price to be within reason. We dealt with one of the sales persons in August 2018 and was assured that the work would be completed by the end of October 2018. A down payment was placed for the work to be provided. We were aware that the government had been running a energy efficient program and was assured by the salesperson that this would not effect the installation date. When October came around and we had not heard from Heritage we called and ended up dropping into the showroom. We were advised that they were back logged due to the the government initiative and that the work could not be completed till later in the fall. Heritage advised us that the salesperson should have been aware that the installation could not be completed in October. It should be noted that the salesperson apparently does not work for Heritage anymore. As it turned out the installation was not completed until February 2019. The work was completed by mid evening in the dark in the middle of winter. A check of the door using a flash light did not appear to have any issues. It was not until March that we noticed some slight dents and paint chips underneath one of the front door handles, which can only be seen when looking at the door from an angle. After several calls including those that were not returned I attended Heritage and spoke to the General Manager. I was advised to email him pictures of the damage, which I did and for several weeks did not receive any response. I again attended Heritage and was advised that the damage was caused by us and not by his installers. It was suggested that the damage was possibly caused by a key. It should be noted that the front doors are not our main entrance into the house due to a alarm system etc. and that the only time a key was used in any of those doors was the day when the installation was conducted to make sure the locks were keyed properly. I felt insulted that we were being blamed for the damage. I have since had a door installer and a painter come out to look at the door in question and both are 100 % in agreement that the damage was caused by the installation of the door hardware. The General Manager indicated that the only way to repair the door was to replace the one double door, which he made clear was not an option. The independent door installer and painter both indicted that the door would have to be replaced to correct the problem and were not surprised that Heritage would not take responsibility for the damage. Bottom line is that Heritage is there to make a profit and it is easier to blame the customer then lose money on their own mistakes. read more

Great Customer service. Very helpful staff. So happy with our new front door. Very friendly installers and they did a great job!

I will begin this with the positives. This started well as the new entrance door and screen door were delivered and installed in a timely manner and I do need to be clear that through all of this my experience with the service techs have been good and they have all been courteous and accommodating. I advise them all to seek employment with a more reputable organization than Heritage Renovations as the business practices here will certainly spell the end before long I imagine. My issues began with manufacturers defects on both the entrance and the screen door, culminating with the main reason for my complaint. My entrance door has a small window and it is framed in by a "trim ring". This ring has warped, been replaced and warped again with the reason given being heat. It should be said that during the sales process when we were discussing door colour we were assured that we would have no concerns choosing a black door and why should we doubt that as there are many black entrance doors everywhere I go. Anyway the proposed solution now is an aluminum trim ring which I was told should solve the issue but I was going to have to pay "half" of the cost. This was an issue as this is a manufacturer issue and is happening through no fault of mine. During this conversation with James( he says he is the owner at Heritage ) he explained that the manufacturer is charging them so we will need to share the expense. I replied that it was unfortunate that the manufacturer Gentek was not supporting their dealer or standing behind their product and that at the end of the day Heritage is the face to the customer of any manufacturer they sell products on behalf of so it will ultimately relfect on them. Following this conversation I approached the manufacturer Gentek with my concerns and relayed them to person at the desk at their London office that explained she would email the customer service person and someone would be in touch in a few days. This was about a month ago and nothing so far. Meanwhile I have the techs here to install today and they asked me for payment before they can do the work. I tell them I have no problem paying but it won't be until after the work is done and I am satisfied. They get on the phone to James and he tells them to leave. I have now reached the last of my patience with this bush league operator and we have a heated discussion revolving around the fact that through all of this experience he now has expectation for me to pay in advance for work that has not been done yet.This ends with James hanging up on me. At this point I really have no choice but to pay up front for this or live with a warped substandard product.Through all this I should mention that there has been an ongoing screen door issue which James also committed to sending a new screen roller mechanism to resolve. Subsequent to our heated conversation it seems he has also backtracked on that and the tech advised me that I now need to deal with the manufacturer of the screen door for resolution. In a followup call to James to inquire about this sudden change he was"unavailable". It seems he is a coward as well as a very poor businessman. Based on my experience my advice to anyone in the London and surrounding area shopping for entrance or screen doors steer far away from Heritage Renovations and Gentek doors in general. It pains me to say this as I prefer to support local businesses but it is not advised in the case of the two companies. read more