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:07/08/2024

  Type:Service or Repair 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.

  I have ** years warranty from McLeod Windows but now they don't want to replaced damaged window frames and telling I have to modify their product (aluminum frame) by drilling holes in a frame to release potential heat out.

  

  Business Response

  Date: 23/08/2024

  Hello,

  As per the document that *************** provided, the original windows that were purchased were white in colour, that **************** painted black. This caused the windows to absorb excessive heat and caused the sash to bend. Kohltech (the manufacturer) had a service technician go out to ******************** home to assess this issue and confirmed that the painting of the windows is the problem, and this is NOT a manufacture deficiency and as such is not under the manufacturer's warranty. We did offer the suggestion to drill a couple vent holes into the edge of the sash to release this heat. 

  We also spoke with the manufacturer on ******************** behalf, and they offered to provide a new sash for **************** as NOT CHARGE, however the installation would be on himself since this was NOT under warranty.

   

  I feel that we have provided exceptional service and have offered every possible solution to help **************** with his window problem, and it is my opinion that this case should be closed.

   

  Very Best Regards,

  *********************

• Initial Complaint

  Date:29/03/2023

  Type:Service or Repair 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.

  We purchased windows and doors from them when we built our new house in 2014. The windows were supposed to be covered by a 10 year warranty. In 2020 we started getting moisture showing up in between our window panes. In 2021 we let McLeod Windows know and they said they would provide the sealed unit replacement. I had to drive 2 hours to pick it up, pay for them to crate it, drive it home, and install it myself. I did not complain even though that did not honour the intent of the warranty as I thought it was just the one window.
  Then in 2022 we had 3 more windows require replacement for the same issue. Several trips to the city to try and pick up replacements and several wrong windows later we finally got the right units.
  Now 2023, and we have 3 more windows with the same issue. More money spent on gas going back and forth to the city, more money spent paying them to crate the windows up. These windows are obviously all faulty and should never have been sold, however, in stead of at minimum honouring the warranty, it appears that they couldn’t care less about the amount of money and time these windows have cost us for something that should have been covered with warranty (crating and delivery).
  Faulty products and very deficient warranty coverage.

  

  Business Response

  Date: 25/04/2023

  Mrs. ******** contacted us on April of 2022 for warranty replacement glass for a door unit and a half round window with grilles for products that was originally purchased in August 2014.  The original order was sold as supply only to St Paul & District Co-Operative Association, and as such our replacement warranty sealed units were being shipped to this location. It is standard warranty practice to replace the defective product at no charge while still under the warranty time, however, we must crate all sealed unit glass for shipping to ensure the glass does not get broken during transport. The crating and shipping cost is not part of the warranty and are chargeable. Production did unfortunately product the half round with the incorrect colour of grille, at which time we promptly had this unit rebuilt and shipped out to Mr. and Mrs. ********. After a conversation with the ********’s, McLEOD agreed to waive the crating fee, and deliver the sealed unit to their home and not to the Co-op. This was done as a one-time courtesy. We also sent the ********’s a $100.00 pre-paid Visa as compensation for the wrong sealed unit and their time to pick it up. Mr. ******** has also recently ordered 7 more replacement sealed units that are once again fully covered under warranty. These are already completed and have again been crated and shipped to the *** **** *****. We have once again not charged for the crating and delivery as a courtesy. We are always pride ourselves on providing exemplary customer service and have based our business on this practice. We are wiling to continue to provide outstanding service to the ********’s and all of our customers.