Frequently Asked Questions

Q. Energy efficiency is my number one priority. How can GEM Windows & Doors help me out?

A. You’ve come to the right place, because energy efficiency is very important to us, too. We’ve selected the windows and doors we carry not only based on their Energy Star ratings but on the quality of their workmanship—a window can come out of the manufacturing plant Energy Star certified but if it deteriorates quickly, its long-term environmental value is definitely compromised.

But another important consideration in energy efficiency is installation—you can order the most “green” windows money can buy and they’ll be next-to-worthless if not installed properly. GEM Windows & Doors was one of the founders of the national Window Wise program, your assurance that our installers have state-of-the-art training in energy efficient installation techniques. We also travel the world looking for cutting-edge installation technology to minimize air infiltration, condensation and heat loss, bringing best practices home to you. For more information on Window Wise and our installation, visit our Service & Install page.

Q. What kind of warranty does GEM Windows & Doors offer?

A. We offer a comprehensive 5 year warranty on labour plus the manufacturer’s warranty, which varies from 1 year to a fully transferable lifetime warranty. For more information on our warranties, check out the Guarantees and Warranties page.

Q. Is GEM Windows & Doors a member of the Better Business Bureau?

A. Yes, GEM Windows & Doors is a Better Business Bureau accredited company, which means we’re committed to make a good faith effort to resolve any consumer complaints. We pay a fee for accreditation review and monitoring and to support BBB public services.

Q. If I have GEM Windows & Doors do work on my home, am I eligible for any government tax rebates or grants?

A. Government programs for home renovations and energy efficiency retrofits are occasionally available and our staff stay up-to-date on any programs that will save you money. We can also help you fill out any necessary paperwork or provide any required documentation. Speak to your GEM salesperson for more information about available programs.

Q. If I’m replacing a large number of windows in my home, will GEM Windows & Doors offer me a bulk discount?

A. Yes, GEM Windows can discount bulk window orders. Speak to your GEM salesperson for more details.

Q. Does GEM Windows & Doors carry clearance windows?

A. Absolutely. These windows are great for new builds or for retrofits where you have flexibility with your window size. We occasionally carry clearance doors. For more information, visit our Clearance Windows page.

Q. Does GEM Windows & Doors have a price-matching program?

A. At GEM Windows & Doors, we go a step further than price matching—we’ll beat any price you receive from another window and door company on a comparable job by the difference plus 10 per cent. All you need to do is bring in a copy of the quote you received. We’ll decide if it’s for a comparable product and service and, if it is, you can pocket the savings.

Q. Once I’ve signed a contract, how soon can my new window or door be installed?

A. We do our best to complete our installation within your ideal time frame and are committed to providing realistic time estimates and keeping you updated as to manufacturing and installation schedules. Once you’ve signed a contract, we’ll send a measuring crew to your home to get the exact dimensions of the window or door you’re purchasing. Then we place your order with the manufacturer. We always provide customers with an estimated date of installation and confirm this date a week or so before we are due to arrive. Most window and door jobs are completed in one day. Our busiest time of year is usually September and October and our quietest time of year is late winter. If you have the flexibility to order your windows or doors in January or February, installation will happen more quickly.

Q. Does GEM Windows & Doors use subcontractors?

A. GEM employees install all the windows and doors we sell—it’s a point of pride for us, since many of our employees have been with us for more than a decade. We use subcontractors for specialty installs, such as custom shutters, to ensure that you’re getting superior installation from people who are experts in their field. We choose our subcontractors carefully and monitor their work. In keeping with our customer-first philosophy, if you experience any problems with a subcontractor’s work, simply let us know and we’ll take of it.

Q. Who will service my windows or doors if I have problems with the product or its installation?

A. At GEM Windows & Doors, we look after our existing customers with as much courtesy and care as our new customers. If you experience a problem with your windows or doors, simply call us and we’ll rectify the situation as quickly as possible. And because we’ve been in business since 1961, you can rest assured that we’ll be around as long as you own your home, ready to take care of issues as they may arise in the future.

Q. What maintenance do I need to perform on my GEM windows or doors?

A. We hear from customers every day that avoiding maintenance is a high priority for them—there’s never enough time in a day to get to the things they enjoy, let alone maintaining the windows and doors they’ve just purchased. We’ve selected the window and door products we carry to minimize the need for maintenance, but there are some quick and easy checks you should perform to ensure that your windows and doors continue to perform optimally. Check out our Care & Maintenance page for more details.

Q. There are so many technical terms used in the windows and doors business. How can I be sure I know I’m making the right choice?

A. From argon gas to wind load, the world of windows and doors is full of complicated terminology. We’ve put together a pretty comprehensive glossary of terms to help you figure out what the websites and product brochures are talking about. But the best way to cut through the techno-babble is to come into the GEM Windows & Doors showroom and speak with one of our salespeople. We’re happy to answer all of your questions and clarify what is meant by the technical terms used in the industry so that you can feel confident that your choice is the right one for your needs.

Q. Who owns GEM Windows & Doors?

A. GEM Windows & Doors is a family-owned business that has been serving Toronto and the surrounding Golden Horseshoe area since 1961. We’re Toronto’s oldest windows and doors company and darn proud of it! For more information on the company’s history, check out the Our History page.

Q. Are the windows and doors carried by GEM Energy Star qualified?

A. Yes. Energy efficiency is one of our highest priorities and we carry a full range of products that are Energy Star qualified. Even better, GEM Windows & Doors is Window Wise certified, meaning that our employees have been specially trained to install your windows and doors to maximize energy efficiency and our work is regularly audited to ensure we are meeting rigorous quality assurance standards. We are constantly searching out cutting-edge products and adopting best practices in installation. For more information on Window Wise and our installation, see our Service & Install page. If you’re interested in maximizing your energy savings, ask your GEM salesperson for details about the different Energy Star rated products we carry.

Q. I’m looking for some interior shutters to complement my new windows. Do you carry these?

A. GEM Windows & Doors carries a full line of coverings, from blinds and shades to shutters. We do it all for you, from measuring and ordering to installation. For more information, check out our Coverings pages. For something a little unique, we can produce your windows with blinds inside the sealed glass unit. Speak with a GEM salesperson for more information about this option or take a look at our internal blinds page.

Q: I don’t like the look of window screens. What are my options?

A: GEM Windows & Doors carries unique window products with retractable screens so that you can create an unobstructed view for those times when you don’t require ventilation. Check out our Specialty Products page for more details.

Q. Can you provide me with any customer references?

A. Absolutely. We have unsolicited letters on file from customers who were extremely happy with the products, service and attention to detail they received from GEM Windows & Doors. If you prefer to speak in person with a GEM customer, just ask your salesperson—we’ll connect you with one of our past clients.