My experience at the Dorval Trevi location - you be the judge.
We sat down with their salesperson, Alexandre, to get a quote for an in-ground pool. Once all the bells and whistles were chosen, we were told that a $2000 deposit would "reserve" our spot in the schedule for mid-June (and of course we were warned that spots were filling up quickly). I explained that there were some unknowns about the property that we would need to confirm (septic system, municipal bylaws, permits, etc) and he assured us that the deposit would be refunded if the permit was not issued by the city.
Within six days we found out that in fact the pool could not be built in the spot we had planned due to the septic system and immediately alerted Alexandre by email to ensure it was noted in writing that we would not be able to obtain the city permit and expected our deposit to be refunded, as promised. No answer to a subsequent email and voice message the following day. We drove to the Dorval store and went directly to the Manager on site, Matthieu, who was unempathetic, explaining that we "signed a contract" and no refund would be possible even after we told him that we were assured by his salesperson that the deposit would be refunded if the city would not issue the permit.
We were stunned by his position. We pushed further, and he claimed he needed to speak to the salesperson himself but was leaving in an hour and that the salesperson was "busy" so he wouldn't be able to interrupt him before he had to leave. We felt clearly that he simply wanted to get rid of us.
A few hours later the salesperson, Alexandre calls to say that it would not be possible to get a refund on the deposit without the official refusal from the city. We explained that we would not file for a permit KNOWING THAT WE WOULD NOT BE APPROVED. He was immovable. I insisted that Matthieu or another store manager contact me to discuss.
Considering the magnitude of these purchases, I am stunned by their shortsightedness and lack of integrity: they would rather keep the $2000, lose a client for life (and maybe more as we plan to tell everyone we know about this experience) than honor their word and possibly do business together again in the future with us and everyone we would tell the otherwise positive story to.
Let's see how Trevi responds to a challenge on their business ethics and integrity.
Stay tuned for how it all ends. read more