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:12/12/2022

  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 had placed the order for the (5) windows on August 12th 2021 - was told windows would be installed in 10-12 weeks. Told by the sales person and installer the trim would cover all defects.
  
  Windows were installed on January 28th in the dead of a cold winter day. Screens were not installed.
  Damage was done to kitchen window and tile was pulled up by installers to fit the frame. Canadian Choice windows refused to accept responsibility and sales person ignores the calls to question about his statement,
  
  Screens installed the day after from exterior without me being there.
  
  -Soon realized the screens were jammed into the frames and were not able to be removed for cleaning or in case of emergency. Paint on screens was of poor quality.
  
  -The paint on the exterior windows frames was very poor quality. Seems packing glue is set in paint. Unable to wash off.
  
  -2 sliding windows require excessive force to open. ( has since been repaired)
  
  All other issues still remain after 11 months after installation. I have made several calls and emails.
  My calls are screened and emails ignored. Always given an excuse for a delay.
  I have spent countless hours over the last 11 months over 60 emails, lost several hours from work to try to make service appointments.
  
  Service team will suggest a day to come out with no notice - I try planning a service dates weeks in advance and told "Someone will be in touch" and never hear from them.
  
  Canadian choice windows has used poor effort to resolve the problem and continues to stall and prolong the issue.
  
  It has been a whole summer with no screens in the windows which has been horrible to deal with. The paint looks terrible.

  Business Response

  Date: 12/12/2022

  Good day,

  Kindly notice that office has never ignored your requests. We were trying our best to fix issues, scheduled service calls, reordered new screens and offered to reorder brand new frames 3 times. 

  We also have our records of all replied emails, and scheduled service calls, please check  some last email where new frames were offered, and new screens were reordered. 

  We have scheduled a service call and tried to remove glue from frames but somehow it was hard to do so, please check emails where service department was trying to reorder new frames, with a kind request to confirm how many and provide pictures for the reference, but you did ignore us back.

  Please be aware the tile damages was not done by Canadian Choice Windows  and Doors, as you can see in the picture on the side it lines up with the painting so we never destroyed anything, it was from the previous casing. All damages that might happen

  during installation are highlighted in the contract paragraph 10. where Canadian Choice Windows & Doors is not responsible for painting or repairing any wood and/or drywall in around the windows and doors after the installation. 

  Our CEO has sent you an email on December 9th with the confirmation that painter will contact you shortly to resolve the glue issue and the same day when he will be there brand new screens will be delivered. 

  We stand behind our warranty and all services accordingly to the contract will be provided. 

   

  Best Regards, 

   

  Canadian Choice Windows & Doors

   

   

  Customer Answer

  Date: 12/12/2022

  
  
  Complaint: 18560975

   

  It has been 11 months now that I have been very vocal about these concerns. From November 26- December 9th I had sent 4 emails to the CEO and service with no response. These were messages about providing a time that was suitable in mid December to have the work done. I was ignored during this time. I have made it clear that I work full time and need to schedule time to go to this property which is 30 minutes away from my home. I was contacted on Friday saying "Someone will be in touch sometime this week"  Also that the screens will be "Dropped off" when part of this issue is that they are having difficulties fitting in the frames.

   

  The salesperson (Who no longer works with the company) assured me the trim would cover all defects. The installer pulled up tile from bottom of the frame and left it on my counter. Your company should have a clear consistent message from all your employees on your policy on such topics.

   

  This has been an ongoing event with poor last minutes attempts to solve the problem and over 11 months if you were genuine in your attempts this would have been handled already.

   

  I have been offered no compensation for the hours spent trying to sort this out. I was told a painter will come to quote the work for the paint to be re- done and that I would be compensated this amount only. Which would mean I would have to wait until spring to hire another company to pay to finish the job that was supposed to be done right the first time around.

  
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  
  ******** *******

  Business Response

  Date: 14/12/2022

  Good day,
  
  Kindly notice that the first time that you reported about the screens issue was August, 22, 2022, the packing glue on the frames being reported on August 24th, 2022.

  On November 26th Our CEO has sent an email that half of the crew is sick, December 9th you received a reply from CEO as well.

  Canadian Choice Windows and Doors never denied or ignored your concerns. Service department was offering you brand new frames, 3 times with 0 costs. Which  we have on the record as well.

  Our CEO was offering to repaint the window frames, but you declined the offer, that is why quote was proposed as you denied our painter to fix the issue. 

  We never refused to provide the services accordingly to the contract, your concerns about tile highlighted in the contract  paragraph 11. where cracks and chips are possible and CCWD is not responsible for any repairs. 

  Once again we stand behind our warranty and  all services will be provided  accordingly to the contract. 

  
  Sincerely, 

  Canadian Choice Windows & Doors 

  
  

  Customer Answer

  Date: 15/12/2022

  
  
  Complaint: 18560975
  
  
  
  I am rejecting this response because:

  That is not true. I had initially been calling and speaking with ********* in Early July about the screens. I had left messages with the office and mentioned the screens(3) had problems with the paint and were not able to be removed. I called back 3 times over the course of 10 days or so and was then asked to email which I did on July 18th. This was delayed many times I had to continue to send follow up emails.
  Please see attached photo to show I had been following up from a previous “attempted” repair of the screen which left me with no screen in this window on Aug 17th asking when another attempt would be made. On Aug 22nd I messaged about improper paint on other screens. 
  From Nov 26- dec9 (4) emails for scheduling a date were “missed” regardless of how many staff were ill at this time. Plus many more over the last 11 months.
  I had never denied a painter to quote the job, I denied having exterior windows be painted in freezing temperatures. Your painter arrived today to quote the job saying temperatures would need to be 15C or higher for it to be done properly.
  Offerings of new frames were made 10 months after. At this point, after so many failed attempts I was seeking upper management to address this issue. This offer would also require the kitchen tile to have to be removed & repaired again with new frames ..and I am assuming they wouldn’t be covering the cost again to have it repaired after the new frames were in. Also this would take matters back square one with a company I have no remaining trust in that the same problems would not arise again.
  I am not disputing what the “fine print” about installation says. What I am saying is your sales rep ***** ******* explicitly said to me and my partner at the time the contact was signed that there would be no damage to the window area in question. Your installer ***** also said after they were installed that they would be covering the repair cost. It is dishonest and unfair for a company to have it’s representatives to make these claims if they are false and not followed through with.
  
  

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

• Initial Complaint

  Date:27/10/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 had this company install new windows throughout. The final install was May, 2022. There are two casement windows upstairs that I cannot close. I have phoned several times, sent photos, called to ensure the photos had arrived, simply called the office. I have had only one response; that was to tell me that the first set of photos did not arrive. Another set was sent; however, I have had no word, despite the calls.
  
  Another window, the casement in the dining room, is quite difficult to close. I am worried that it is so difficult to close that I may break the mechanism.
  
  I am tired of calling; I am tired of sending photos; I am tired of waiting for a response, especially as winter is approaching and there is a definite "breeze" coming from the two upstairs windows that don't close. I don't was to heat outdoors.

  Business Response

  Date: 28/10/2022

  Thank you for addressing your concerns regarding the service call. Your first email was accidently sent to a junk bin by the system. We appreciate that you informed us that it was missed. We haven’t received the pictures that is why we kindly asked to provide them as per protocol to set up a service call. We received pictures on the 20th of October the service call was created on October 26th and unfortunately, we were all booked for that week. That’s why we didn’t provide our availability as the service department does require time to organize appointment times properly. We are more than happy to fix this issue and we are currently working on getting this resolved ASAP. 

  Best Regards,

  Canadian Choice Windows & Doors

  Customer Answer

  Date: 28/10/2022

  
  
  ****** ******** *******
  
  
  
  I have reviewed the response made by the business in reference to ********* ** ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  **** ******

   

  While I have read the email from the company, there are inaccuracies; however, I did receive an email this morning indicating that the service department would contact me shortly.  I will wait and see what develops.  

   

  ********