It's one of a homeowner's worst nightmares, paying for renovations that are never completed.
That's exactly the situation a number of homeowners in Windsor claim to be in after hiring a local company to install windows and doors — a company allegedly taking thousands of dollars in deposits and not coming through with the work.
Buyer beware is common advice and despite feeling they've done their homework these homeowners are upset.
Steve Higgins claims he's out $3,600 after hiring Certified Windows and Doors in late April to install seven new-windows, work that was supposed to be done in late August.
After making his deposit on the $7,200 job, Higgins says he's been getting the runaround.
"You know it would be nice to have my money back and it would be nice if it didn't happen to all these other people too, right," he says. "Not getting any straight answers through these guys."
Gillian Rocca signed an agreement on March 14 to have a new door installed for $7,500, taking the six-month no interest financing option to pay it off.
Despite repeated calls, the door never came and Rocca says six-months later she got a call from the finance company reminding her it was time to pay up.
"I said I never had the install. It's been six months and still no door, I don't have it. He was shocked," she says.
Finance It sent Rocca a document with her signature dated March 17 confirming the door had been installed.
"I do not recall signing that paper; I would not have signed a paper saying that the job was completed. Why would I when the job was not completed," she says.
Repeated attempts to contact Certified Windows and Doors and its principle Craig O'Brien where made by CTV Windsor by telephone, email and in person, initially without any luck.
A note saying the business has closed-up-shop was found on the door of the business by CTV Windsor reporter Ricardo Veneza on Oct. 29.
"Last week when I was in there, there was no mention of him closing his doors," says Higgins.
An email to CTV News, received on Oct. 30 from O'Brien declined an on camera interview based on legal advice, but sent a statement which blames the lack of installs on the cancellation of the province's rebate program Green On, which had an install deadline of Oct. 31.
The statement also said hoping to be back soon after organizing properly, if we are provided with sufficient time there is no doubt all of our customers will be satisfied this year.
In emails obtained by CTV News, O'Brien admits in the Rocca case, to "a lower level admin person" mistakenly updating the file as "already installed" and promised to cancel Rocca's order and pay off the loan by Oct. 22, but as of Oct. 31 Rocca's balance is nearly $7,600.
Higgins got an email from O'Brien on Oct. 23 committing to pay back his $3,600 if the Green On program doesn't come up with a "viable solution" by Nov. 15.
He's not confident he'll see any of it and is hoping his story can serve as a cautionary tale for other homeowners hiring contractors.
"I'm not a gullible person to get taken advantage of but, here we are and it's happened to me now too," says Higgins.
At least ten people contacted CTV News. Another customer who did not want to go on camera says he gave a $10,000 deposit and feels guilty after recommending the company to his sister in law, who also paid thousands of dollars without any work being completed.
Rocca says she feels for everyone involved.
"My door was $7,500, that is so small compared to what some of these people are going through — single mom's, new, young, married couples with a baby on the way ... like I've heard all of these stories and it's very sad," she says.
Windsor Police Services would not tell CTV News if they are investigating, but did confirm they have received a number of complaints about Certified Windows and Doors and say if anyone else is experiencing problems with the company they should contact police.