On July 2011, I met Gabriel Hashoul at my residence for a quote on shades and sheers wanting to purchase high-quality custom blinds. He came and measured the windows and we went through fabric selection. I told him that I had received other quotes and asked him for his best price, in which he gave to me. I asked him if he could do the job within two weeks as other Toronto retailers offered. He said that he would have no problem to complete the job in the same time frame. He asked for 50% payment upfront and 50% payment upon completion which I agreed to since Excel Shades seemed to be a reputable company.
To my disappointment the installation date arrived and I had not heard from Excel Shades and Gabriel Hashoul at all. It was a weekday and I had to take time away from work to let the installers in and have them completed the job. I called Gabriel Hashoul from Excel Shades and asked if him if everything was ok as today was the scheduled date to install my custom sheers and shades. He said that my blinds and sheer would not be installed because the order was not complete. I asked Gabriel Hashoul from Excel Shades when he was going to let me know about this? I had already made arrangements to be away from work and had no idea of the change and was not informed. Gabriel replied that these things happen and we can reschedule for the week later. I was bothered at the fact that he didnt even call me to inform me that we needed to reschedule the install of my blinds. So, if I hadnt called him, I would have spent the day at home waiting for no one to show up. On the rescheduled date for the install, I called Gabriel Hashoul from Excel Shades to get a time for the install. He said they would be arriving at noon. I planned to take my hour to let the installers in. Instead, no one showed up at noon. No one showed up at 1pm, by that time, I had to go back to work so I made arrangements with security to let them in when they arrived. The installers didnt arrive until 4pm! Security let the installers in to put up the shades and sheers. When I got home later that night, my mouth almost fell to floor! The white sheers were sitting on soiled hardwood full of dirt, dust and nails from the install. No attempt to clean up after themselves at all. Im being very specific about my bad experience with Gabriel Hashoul from Excel Shades for all buyers to be aware.
To top it off, the sheers were white and by now, they were so dirty and the fabric was pulled. If that wasnt enough, the sheers were too long dragging on the floor. At this point Excel Shades seemed like a fly by night operation as the installers looked under the age of 20. The style of the sheers was supposed to be ripplefold, the hardware was completely wrong and therefore was not a ripplefold. So much for my high-quality custom blinds. I tried to reach Gabriel Hashoul numerous times over a two week period without any reply or acknowledgment. Excel Shades needs better customer service if they want to retain customers. I was really concerned that I was stuck with this terrible job. I spent the whole evening cleaning up after the installers and was just levit!
Finally after weeks of trying to reach Gabriel Hashoul, he finally replied and agreed to come and take a look at the job. I felt this was at least some good news. Gabriel Hashoul came and saw it and said the hardware was wrong, the sheers needed to be shortened by a 1/4inch and he would take the sheers back to complete the job. I tried to reach him after that and did not get any replies or acknowledgement again for weeks this went on. This horrible experience that no customer should endure. I finally called the office and spoke to Gabriel Hashouls wife Carmen Marsilla and explained what happened. She defended the installers because one of them was her son and said they would never leave a home in that condition and that someone else must have had access to the place and dirtied it after they left. I told her that I arrived as they left and asked her if she required pictures since she didnt believe me? She said she would look in to it and call me back.
Needless to say, I never got a call back. Then I tried to reach Gabriel Hashoul again, after weeks finally he replied and said he would have an installer come back out. I asked for different installers that knew what they were doing and that I would definitely be home for this appointment so, I wanted a date and time when they could be expected since I was again taking time away from work.
The date came and the installer (subcontractor) called me and let me know when he was on his way so I could meet him. When he arrived, the installer realized that the first install was horrible. Next he tells me that they have the exact same hardware and its wrong. Then, he put one sheer up and realizes that its way too short. We both tried to reach Gabriel Hashoul to tell him what is happening and we couldnt reach him. Finally Gabriel Hashoul, calls the installer back and the installer tells him what is going on and that I am not pleased. The installer tries to mend the situation by offering to come back the following week and get this resolved for me. Gabriel Hashoul agrees with the installer and still does not call me back at all. The following week arrives and the installer calls me to tell me that he has not heard from Gabriel Hashoul and cant reach him. He doesnt know if the hardware has been reordered and therefore cannot finish my custom blind install . We both tried to reach Gabriel Hashoul, without success. The install was scheduled for 5pm since I refused to take any more time off work. The installer calls me back at 3pm telling me that Gabriel Hashoul sent another installer to pick up the sheers and he has no idea why he did this so he doesnt know if the install will happen as planned for today.
I tried to reach Gabriel Hashoul again and no reply. I then send him a message saying that if I didnt hear from him I would have no choice but to take further action. He replied the next day demanding payment upfront in order to complete the order. I replied to him and said that he is putting me in a very vulnerable position to ask for money upfront when the deal is to finish the job and then get paid.
Not only that, but after the lack of responses throughout this whole ordeal, the best solution for both parties is to complete the job and get paid as originally agreed with Excel Shades. I have not heard from him since then. It is the worst experience ever and I tried to look up reviews online and of course, I only found positive ones that were probably written by family members or made up.
Unfortunately, I am writing this to protect other consumers from using this company Excel Shades owned by Gabriel Hashoul and later having to hire another company to fix their mistakes and get the job completed. It has been nothing short of a nightmare and I would stay away from hiring Gabriel Hashoul from Excel Shades completely. Through this experience, I have learned to go with only reputable companies who are referred through word of mouth or do the research on the company to ensure that they really understand customer service and the work they claim to know how to do!
Company website: http://www.excelshades.com/
Owner: Gabriel Hashoul and Carmen Marsilla
Better Business Bureau report: http://www.bbb.org/kitchener/business-reviews/vertical-blinds/excel-shades-in-whitby-on-1160475/complaints
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