Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:15/08/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  **** ***** ******** ** * **** ** **** **** * *** ** ***** ***** *********** *** ****** ***** **** ** *** ***** ************* made several mistakes, causing extra work to be added and the wrong windows installed. Install also took twice as long as quoted. (**** did refund me the cost of the rebate I should have been able to get from the govt.) Insulation / Siding was unable to be installed due to weather, window frames sat exposed over winter. It took several emails / messages to get a date for door. Jul 22, 22 - Door installed.Several requests for a date for Insulation / siding went unanswered. (Contract says 2 weeks after install of Doors / Windows)?Aug 8th, 22 - Finally talk to **** , very nonchalant. He said they cant find anyone. I have 2 dedicated crews that are booked up for months. He asked if I tried looking for other companies, I said no, I have a signed contract with you. I feel as Im just being ignored in the hopes I will go away. Also told couldnt add door to loan.Aug 15th - Have not heard anything back in regards to solution for door / loan, or install date. -Solution req. Work completed ASAP, before winter, all paid via the loan. ?

  

  Business Response

  Date: 15/08/2022

  Hi **,

  I completely understand your position and assured you I am still working on trying to find a crew to help with this project despite us having completely shut down our ******** installation operations. I am not trying to be nonchalant but I also don't want to just hire anybody to do the work and have you upset with the workmanship.

  I greatly apologize for the experience with *** and **** as they definitely should have communicated better than they did.

  I didn't follow up with you about the door invoice because I know you wanted to wait for a solution on the siding first, which is something I told you last week I am still working on.

  Please call me at ************ to discuss this further.

  Thanks,

  ****

  Customer Answer

  Date: 18/08/2022

   ****
  Complaint: ********
  
  I am rejecting this response because:

  The work is not completed. A contractor should have been found many months ago, and it appears the head office wasn't keeping an eye on jobs (despite this job having prior issues). So the ball was dropped. 

  I will be happy when the work is completed. **** is currently looking for a contractor to perform the work. 

  I let them know work was able to be performed May 25th.

  The door was installed July 22nd. 

  They've had months to attempt to find someone and book them, as they would know approx when the door would have been installed. 

  **** is blaming *** * ****, when their own systems should let them know that no one was booked to do the insulation * siding install. 

  
  Sincerely,
  
  *******************