Ottawa, Ontario, Canada
Gatineau, Quebec, Canada
I'm posting this to the public newsgroups in order to warn others about
this company. I've already submitted one report to the BBB and have
another ready to go. They continue to run advertisements even though they
have over 100 orders (some reports go as high as 200) still unfilled, some
going back as far as April.
I've copied a sales representative and the president of Chantecler on
this message in the hopes that the public exposure might encourage them
to get the job done (or at least return my calls) and in case anyone has
similar experiences they wish to share.
Below is my experience to date, starting near the beginning of 2004. I
keep an up-to-date copy of this on my website.
Feb 15: Visited Chantecler showroom on Colonnade Road to look in to the "Not
as Crazy as You Think" sale they were having regarding 60% off product
to have it installed during the winter months. We met with Eric
Peloquin and decided to take advantage of the sale to replace both the
front and back doors of the 35-year old house we had purchased the
previous August. He said they were quite busy because of very high
response to their offer but should be able to have someone out to the
house within a few weeks. Some relatives of ours made similar
Apr 20: Received visit from Keisha Green (613-791-9384). She took unofficial
measurements of the doors. We also decided to replace the kitchen
window at the same time so she took measurements of that, too. We
selected the styles we wanted and she left saying that she would get
back to use within a week or two (they were still very busy catching
up with the overwhelming response of their sale) with an install date.
Our relatives never did receive a visit from anyone. They were lucky.
May ??: Had visit from Denis to take official measurements of the doors.
Though Keisha had stated that the official installers would be by a
few days before installation to make those measurements, that was not
the case here. The installation date was still not set.
Jun 3: After numerous calls and no response from Keisha, we finally learned
that Chantecler was having real trouble. They had supposedly fired
numerous people from their factory/warehouse and were running very
behind schedule. We were told that management was discussing options
including outsourcing to another manufacturer or giving money back. A
decision would be made by Monday, June 21st. Either way, she had been
told specifically by management to NOT return calls over the past
several weeks. She would call us on Monday, June 21st with details.
Jun 22: No call from Keisha. Called her to learn install date; it is
scheduled for Monday, July 26th.
Jul 19: Called Keisha to confirm install date and learn time of date when the
installers would be arriving. Time was unknown but date of July 26th
Jul 22: Called Keisha again. Install date of July 26th confirmed (again), but
time still unknown. Keisha said she would call Friday, July 23rd with
Jul 23: No call from Keisha. Called her but no answer. Left message giving
home phone number and asking her to call on the weekend with an
Jul 26: No call received on the weekend. Called Keisha at 8:00am and 9:30am
but no answer; left messages asking her to call me. Received call
from Keisha at 11:00am: still no known time and now she says that the
order may not even be ready. Called Marc Grandbois (president,
819-663-5301 x226); left message with personal info and requested he
call me ASAP. Called Eric Peloquin at 11:50am (Keisha's boss and
General Manager, 613-213-2472); left message with personal info and
requested he call me ASAP. Received call from Eric at 3:50pm and was
told that order was not ready and would not be for some time, probably
late August at the earliest. Alternatives such as outsourcing the
request or getting our money back were mentioned.
Aug 3: Called Eric and requested Sept 27th as installation date. He agreed
that this was doable. I told him I wanted a penalty clause in case
this date was missed. He said, "If it's not installed on that date,
then it won't be me you'll be talking to.", indicating that he would
be out of a job if he could not get things organized by then. When
pushed, Eric said he would have to double-check the installation date
but agreed to a penalty of "no charge beyond what had already been
paid" (about $800) for everything. Since the down-payment was 30% of
the final cost (including tax), this amounts to a 70% discount.
Aug 10: Called Eric and because he hadn't returned my call to confirm the
installation date. He said he had a meeting at the factory that
morning and would call me back that afternoon. Later he confirmed
delivery and install on Sept 27th and again agreed to "no charge
beyond what had already been paid" if the Sept 27th date was not met.
Eric said he would put it in writing and mail it to the house.
Aug 26: No letter from Eric. Called him at 12:02pm and left message reminding
him of our agreement and asking for the contract to be mailed to the
Sep 8: Still no letter from Eric. Called Marc at 1:38pm and left message
describing the agreed-upon install date (Sept 27th) and the penalty
clause, and asked for written contract of such to be mailed. Got
return message stating that the contract had already been mailed.
Sep 16: Still no letter from Eric or Marc. Called Marc at 9:47am and left
detailed message asking for contract with penalty clause to be mailed
Sep 17: Fax arrives with Eric's letter and cover-sheet from Marc. Contents:
September 2nd, 2004
Dear Mr. White,
As per our telephone conversation, this is to confirm that we will
be doing the installation of your two doors and one window on
September 27th, 2004. As agreed, if the project is not ready on
that date and we cannot do the installation, you won't be charge
[sic] anything more than the deposit you have already given in
order for us to complete the project.
I would like to take this opportunity to apologize for the delay
in getting your order produced and installed. I am confident
that once your window and doors are installed you will be very
satisfied with both the products and the installation.
Sep 27: Installers arrived around 9:30am. I was immediately told by one of
them (Sedric) that the front door was mis-measured and a different
size was needed. It turned out that the window in the front door that
was brought (the "lite") was incorrect anyway. The kitchen window was
installed fine. The back doors were installed but is not what was
ordered as it opens to the inside instead of the outside. Closer
inspection also revealed that, while the door is the same size as the
door replaced, the actual opening in the wall is several inches wider,
a fact that was never noticed by the person who did the original
measurements. Called Eric and left message asking him to call me.
The work done did not meet the requirements of the penalty clause.
Sep 28: Received message from Eric. Called Eric; no answer so left message
asking him to call me again.
Sep 29: Called Eric; again no answer so left another message asking him to
Sep 30: Called Eric. I explained about the wrong sizes and also that the
window insert in the front door was wrong. Eric said that Denis would
come to the house on Friday, Oct 1st or Monday, Oct 4th to re-measure
both doors. Denis would call that night to confirm which.
Oct 4: No show or call from anyone at Chantecler. Left two (2) messages with
Eric about this.
Oct 6: Denis arrived at the house and measured both front and rear doors. It
turns out that the original measurement of the front door was correct
and that the installers were wrong. Left message with Eric asking him
to call me back.
Oct 13: Called Eric (never received call from him). He said everything was on
order and he would call back by the end of the day. He didn't.
Oct 14: Called Eric; left message asking him to call me.
Oct 15: Called Marc. Asked for information as to what is going on and to call
me back. I stated that I was through being patient and, if I didn't
have absolute information by Monday, October 18th, that I would start
writing letters to the Ottawa Citizen, Better Business Bureau, and
Oct 18: Received message from Eric: doors are on order, hopefully done that
week. New installation date would be known by that Thursday, October
21st and he would call me on that day.
Oct 21: Received evening call from Eric stating that the doors would be
installed on Wednesday, November 10th and that the installers would be
arriving at about the same time as before: 9:30am.
Nov 10: Nobody from Chantecler came to the house. Called Scott (installation
manager) and was told that we were not on his calendar and that he
didn't even have our file; he stated that Eric had not given him the
information. Scott said it might be possible to do the install that
coming Saturday, November 13th and would call me back and let me
know. I called Marc and left a message with this information and
expressing my displeasure with all this.
Nov 11: Received call from Eric; he said he would call Friday before noon with
a new install date. Eric claims he did give the information to
Scott. No call from Scott was ever received on this matter.
Nov 12: Received call from Eric at 1:00pm (not before noon, as he had said).
A new install date (now the fourth install date I'd been given) was
set for morning of Friday, November 19th. Called Scott and left
message asking him to confirm this information.
Nov 18: No reply from Scott. Called him again and left another message
requesting confirmation of the November 19th install date. Called
Eric and left message requesting confirmation of install date. Called
Marc and left message stating that I still had no confirmation of
tomorrow's install and that if I stayed home again (as I had on
November 10th) to wait for people that didn't show up, I would go to
court requesting my wages for those two days.
Nov 19: Eric arrived at the house at 8:00am so he could tell me that the new
back door was also made opening inwards (the same mistake as with the
existing back door). He came so early because he had been forwarded
the message I left with Marc and didn't want me to miss a day of work
for no reason. He said that they were building a new door that day
and promised installation on Monday, November 22nd by 9:30am. He also
said he would be coming with the installers to make sure everything
went correctly. He also stated that today was Scott's last day with
Chantecler. I didn't ask why.
Nov 22: Called Eric at 9:20am; left message asking where he was. Called Bob
Lafrance (819-663-5301 x243), the new installation manager, to ask
what was going on. He said that the installers were behind (but
avoided my question as to how people could be behind first thing
Monday morning) and would arrive sometime in the afternoon.
Installers (Emmet and Carl) did arrive around 2:00pm, but with only
the new back door -- our front door was nowhere to be seen even though
Eric had told me it had been ready for weeks. Also, missing from the
new back door is the screen. The installation went well and I was
happy enough with the job these two men did that I requested them
specifically for doing the front door. Interestingly, these two men
had been called off another job in late morning to go get this door
and do my installation. The reason they didn't arrive at the house
until 2pm is because when they went to the warehouse, the door was not
yet ready -- the same door that was promised to me by 9:30 that
morning. I called Eric and left a message telling him that the
back-door screen and front door were still missing. He didn't call
Nov 23: Called Eric and left message asking him to call me at work and let me
know where to go from here. Called Bob; he said that as far as he
knew my front door was not yet ready but he would check and get back
to me with a real installation date (that would not be missed).
As for my satisfaction with the product and installation referred to in Eric's
letter... It's not good. Actually, the product seems quite well built; it's
the installation I have concerns with.
Kitchen Window: Unfortunately, I was not at home when it and the first try at
a back door were installed so I can only see the finished product. While
everything looked nice, closer inspection showed that they installers just
didn't go the very last distance. Some of the nail holes in the trim were not
filled while others hadn't been sanded. There was dirt and streaks on the
windows because they hadn't been cleaned, and attached to the glass were
super-adhesive stickers that took about an hour with "Goo Gone" to finally
remove all the residue.
Back Door: Because the first back door installed swung the wrong way, I got
to see how it was installed when it was removed. In addition to the small
things with the kitchen window, some bigger problems became obvious. There
were spots under that bottom sill that were devoid of insulation (and hence
drafty), and the entire thing was held in the wall with a total of four 3" #8
screws. There weren't even any blocks in the space between the door jamb and
the jack-studs leaving about 1" of that 3" screw supported by nothing but
spray-foam insulation. Had both doors been open and pulling down on the jamb,
there is little doubt that those four small screws would have moved or bent
causing the entire door to lean inwards. This could explain why for several
days after installation, the door rubbed against its frame such that it took a
lot of effort to open or close it.
The second set of installers (Emmet & Carl) did a much better job. My back
door is now supported by six 4.5" #10 screws with blocks so that there is
little of the screw that is not biting in to something. They even planed
ahead for things I might want to do (such as building a deck outside that
door) by building the exterior casing such that I could easily remove the
bottom piece and let the deck boards go directly under the door. That's a
sign of experience and care! My only complaint was that they also didn't go
the very end of the distance. Still, I asked specifically for those two when
installing my front door.
The back door is a double door with a center post that swings outward with the
second door. The Chantecler factory had wrapped both doors in plastic before
mounting it in the frame. Unfortunately, since the center post is permanently
attached to the second door, the plastic was caught in there and, after
removing the plastic covering, you see the ripped edge of the plastic caught
in this space. Had I not pointed it out and kept asking about it, I'm sure
they would have gone home and left it still there. Removing it involved
popping some cover caps and temporarily removing the screws that bound the
center post to the second door long enough to open the second door and remove
the plastic -- about a 5 minute job.
Front Door: As of today, this has still not been installed, though I'm told
it's been ready at the warehouse for weeks.
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