Let me start by saying this is a bit my fault, but from a customer's satisfaction and service point of view, it is ALL their fault. We were replacing our basement patio door, and I had Fasada come quote it (along with 4 other vendors). Fasada came in as the 2nd lowest cost, and only $80 more expensive than the cheapest and about $300 less than a comparable product by another vendor. I normally don't go with the cheapest because you do end up getting what you pay for, but in this case, I wish I had gone with the cheapest vendor.

The quote I received from Fasada was very vague. All it said was 5' patio door with kick lock. Now this is my fault. Fasada was the last of my vendors to come give me a quote and the others were detailed on paper as there was an oak trim under the door (backsplit walkout basement with about a 5" step up to the outside) that we wanted removed and replaced with something that looked nice that was white. It was something I had mentioned to each vendor and all other vendors detailed this in their quote, but Fasada didn't. He did however assure me that it would be taken care of - pulled out and replaced with something nice - and not to worry. I had heard good things about Fasada from previous co-workers who recommended them at the time we were looking at windows 3 years back, so I decided to give them a shot.

The installation date was given to me about 3 weeks after giving the deposit - exactly when they said they would give me the install date due to manufacturing. This was great so far. The installation was going to take place on Monday. The Friday before they called to cancel as the installer was sick and pushed it back to the next Saturday morning at 11AM. It was not a problem and I was happy to work with them.

The next Saturday morning at 11 AM, no one showed up... no one called... 11:30, nothing, 12PM, nothing... 12:15 nothing... I decided to give them a call because now they are beyond late with no communication. I find out that I am still scheduled, and they will be there shortly. 12:45, still no show. 1PM, no show. At this point we were hungry so my wife went to get food for us, and at 1:20, they finally showed up.... but hadn't had lunch so they will take a half hour break before starting.

Once they started, the installers were very good at what they do. They removed the old door, prep'd the opening for the new door, and it was at that time that I asked about that oak piece and the installers said they had no idea about that, and that they can remove it but they won't be replacing it because it wasn't on their order sheet and therefore didn't have the material and that I would have to contact my sales rep about it. I told them to remove it anyways because we didn't want it. They put the new door in, good workmanship, finished the outside nicely, but then as they were finalizing the inside trim, they said they didn't have the right size trim and they will have to come back. The salesperson didn't write down that they needed wider trim as my originals were wider. They left with no trim on the door on the inside, the bottom of the door with 2x4 under the frame, and to add to the flame, they accidentally took my step-stool (which I did get back later - an honest mistake but adds to the frustration), and that's when I contacted my sales rep. He asked me to send him pictures, and I did - both before and after. He said that he never would have agreed to that take care of the bottom piece and that if he did agree when he was giving me the quote he 'must have been thinking about something else'. He wouldn't honour what he said he would do because both my wife and I were in the room when he gave us the quote and both of us mentioned it because it was something we both felt strongly about and wanted removed. Either way he said that I'm responsible for replacing the bottom piece. He also wouldn't give me a time and date for when the installers would be back to finish the trim.

A week goes by, and without warning, the installer shows up again to do the trim. Luckily we were home. The installer did a good job of the trim, and gave me advice about the bottom piece, but didn't do it because it wasn't part of the contract, and he didn't have the materials either at the time.

Our sales rep took an already agitated customer and just destroyed any possible way of winning them back. The cost of the material wouldn't be more than $40, and for that price he decided that since we didn't go with Fasada for replacing all of our windows a couple years ago, and this is the last thing they could replace for us in this house, he decided that it would be better to 'stick it to us' and not care about our satisfaction.

The next day after finishing the trim, the installer felt bad and gave me a call on his day off and told me that he personally wasn't satisfied with what happened and he would like to help by cutting me a piece of nice decorative wood for a ledge, and that combined with my own purchase of the baseboard (to continue the baseboard already along the wall) would make the door look good (his own professionalism). Since it was better than me thinking up what I should do, and that he offered personally to give it (not from the company), I agreed. I picked up the piece, picked up the baseboard ($18) and had to install it all myself (luckily I'm handy, and could do it). Now that it's primed and painted, everything looks wonderful.

For a small token of money, some customer service for honouring what they said at the time of quote, even though they didn't write it on the quote and are legally correct (because it's my fault I didn't get them to write it in), they lost a future customer. I will not only discourage others about using them, but as a new mom, in a mom's group that always asks for recommendations - we will always make it a point to write a post about our experience and highly recommend NOT to go with Fasada.