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:06/02/2025

  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 had replacement windows installed on November ****, 2024. We immediately noticed some issues with the installation. I got in touch with Window Mart regarding the issues we had noted. After several emails back and forth they sent out a supervisor to check the issues on January ***. They said we would hear back in a couple of weeks about having somebody come out to fix them. When I didn't hear anything I emailed ******* ****, we received a reply that they would be in touch in a couple of days. I hadn't heard anything so I called to speak with a Manager on January ****, no reply so I tried again Feb. ***, nobody available again. We had an independent inspection done that noted several defects in the installation. I believe Window Mart is ignoring me now.

  

  Business Response

  Date: 10/03/2025

  Hello, 
  
  Installation concerns have been addressed on-site with the client Feb ** * **. Please advise if there are still any items outstanding?
  
  Primary communications have been through emails with our service and claims coordinator (***** ***********).
  
  The sales *** for this client has left our company, any communication to him and his phone number are not being received or forwarded to our company.  Moving forward you can reach me ******* *** at ************.

  Please let me know what else I can do to help resolve the issue. 

  
  Regards, 
  ******* *** 

  Customer Answer

  Date: 10/03/2025

  The issue of the wrong size windows has not been addressed at all.  Window Mart hasn't even discussed this issue with us.  We have had an independent inspection done, which I have attached ( Window Mart has already received a copy). I have also had a building contractor look at them, their view was more or less that of the Inspection report. I want something done in regards to this issue. The salesman never mentioned this to us, we have had no further conversations with the salesman since the window installation was completed in November of 2024.

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

  

  Business Response

  Date: 14/03/2025

  Hello, 

  In my investigation and with speaking to other company stake holders. It has been determined that the * windows with the thicker frames will not be able to be reinstalled on-site, after the **** and **** we have exhausted all on-site options.
  
  The reason for this issue is due to the larger height of the sliding windows a thicker frame was recommended to accommodate the added weight. This should have been reviewed at the point of sale. The only way to address this now will be to replace the three windows with new ones. I am in the process of checking with the manufacture if we can get the spec'd window sizes in the narrower frame style. Once confirmed we would need to reorder the windows and replace them. This will delay things further unfortunately, but I will be able to provide a more accurate update once confirmed. 
  
  I would like to ask if you would be open to switching those three windows from sliders to casement (or crank outs). These come in the thinner frame style. This style does allow for larger glass sizes, and offer higher energy efficiency. Again I am double checking with my production team to see if we can leave as a sliders but this could be a alternative solution. 

  My sincere apologies for the inconvenience is causing you and your family.

  Thank you, 
  ******* *** 

   

  Customer Answer

  Date: 14/03/2025

  We were not told this at the time of sale or we wouldn't have chosen WindowMart. I don't want wind out windows, I want sliders to match the rest of the house. Nobody can figure out why they have to be *", all the experts we have had check them say they have never encountered this before.  We have also done extensive research online, it all says to watch for this issue, as it it correct and can lead to leaking issues. If WindowMart cannot provide windows of the right size then we want compensation so we can get proper windows to fit from another company. The salesman may not still be with the company, but at the time of sale he represented the company.

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

  

  Business Response

  Date: 17/03/2025

  Hello, 

  I have requested new spec sheets for all three windows impacted. Two have already been approved. Once the third one (end vented slider) is. We will start production on * new windows to replace the current ones.  
  
  Regards, 
  ******* *** 

  Customer Answer

  Date: 17/03/2025

  I hope the production does not take as long as before.  I would like to ask that the large living room window be tinted to reduce the bright sun. I know this would be at an additional cost.  I would have ordered it this way in the first place if the salesman had offered it.  We were told we wouldn't need anything more than the mid level protection to help with this issue.  We did express concern with this large south facing window, 

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

   

• Initial Complaint

  Date:13/03/2023

  Type:Order 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.

  Window Mart's conduct with us has been unprofessional and demonstrably fraudulent.
  The character limit prevents me from listing every instance of unprofessionalism, therefore this is a summary of only their most offensive behavior.
  
  After a sales representative comes to measure for the new windows, he insists a deposit of $1542.45 be made in cash or e transfer, as the company does not accept credit cards.
  
  Months later, after countless more unprofessional interactions, this same sales representative then demands the full final payment before delivery or installation, again, demanding cash or e transfer, Claiming that it's in the contract. However, the contract explicitly states the balance will be paid "upon satisfactory completion of the installation". I also found out that the company does, in fact, accept credit cards. I can only speculate as to why salesmen would be instructed to lie to us and demand cash, likely so customers cannot dispute charges.
  
  At this point, Window Mart's unprofessionalism has reached a point where I no longer trust them with the installation. I propose buying just the windows from Window Mart and having them installed by a third party or myself. I ask them to confirm the dimensions of the window so I can plan the installation. As I now suspected, the windows were too large. Our house is a log home, and window installation differs from that of a conventionally framed home. it's clear that window mart did not know this.
  
  I contacted them asking them to refund our deposit since the windows were incorrectly sized, and the sales manager immediately threatened to sue us for the cost of the windows.
  
  I responded with an email detailing the correct installation practices and how their window dimensions didn't comply, and they have since ceased all contact.
  
  Window mart has charged us a deposit under the provably false pretense that they had the knowledge and expertise to perform the construction and installation of our windows. This is fraud.

  

  Business Response

  Date: 22/03/2023

  Good day, 
  
  
  Thank you for your feedback, please be kindly advised that Window Mart is committed to providing professional and outstanding service, we have been servicing thousands of Albertans for the past 7 years and we maintain a good reputation. 
  
  
  Regarding the credit cards, we do accept them as a method of payment as it is listed on our contracts. In your case, the balance was requested prior to the installation as it was specified in the payment terms, which you agreed to, please find attached the document for your reference. 
  
  
  As standard procedure, Window Mart takes final measurements to ensure the windows will fit perfectly. On July 13, our Installation Manager visited the customers home and took the exact dimensions of the windows. Attached the Work Order for your reference. 
  
  
  Our installation department attempted to book the installation in November,  and we received the request to change the contract from supply and installation to supply only in order to save money. We provided the new pricing for the windows only and the customer then decided that they did not want the windows at all. 
  
  
  We unfortunately can not provide a refund as the windows were ordered and manufactured as per the contract signed on June 8th, and the cancellation was requested after the 10 day cancellation policy.
  
  
  Regards, 
  
  
  Window Mart team

  Customer Answer

  Date: 23/03/2023

   
  
  Complaint: 19588932
  
  
  
  I am rejecting this response because:
  
  Window Mart Team,
  
  I would have expected nothing more than such a generic unapologetic response. Although I am impressed that you’ve refrained from using manipulation tactics or threats, such has been the nature of your correspondence thus far.
  
  I am rejecting this response because:
  
  You have managed to willfully ignore, or fail to understand the issues I have presented. So let me be clear: 
  
  First: Your sales representative explicitly lied to us twice in order to secure a non-disputable payment method. Yet you insist this is my fault for “not reading the fine print”.
  
  Second: you insist that the windows will ‘fit perfectly’ despite refusing to provide any proof of this. Whereas I have provided ample proof that the windows have been sized for a conventionally framed house, and not a log house, which makes them too large to be installed in compliance with **** ******** *********. You claim I did not ‘want’ the windows. This is incorrect. I could not accept the windows because it was not possible for me or Window Mart to correctly install them.
  
  You insist that I had agreed to all of this fraudulent conduct by signing a contract. However the contract was signed under two demonstrable counts of false pretenses. Rendering it unenforceable.
  
  This correspondence is likely futile, as you will continue to dismiss me. But I assure you I will pursue reparations in the future to a significantly greater amount than the refund of our down payment.
  
  Regards.
  
  
  
  
  
  Sincerely,
  
  **** ******
  

• Initial Complaint

  Date:18/08/2022

  Type:Order 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.

  -Contracted signed Jan. 14/22 to replace 15 windows and 1 patio door total invoice $26320.25 order was placed. Project manager estimated early summer install and should be a week to install all windows
  -June notification to schedule install only 3 days in which I questioned but they were sure it would only take 3 days.
  -July 5/22 no communication up to this day cancelled due to weather, July 6/22 cancelled as installer was sick. July 7-9 installers came and needed additional 3 days equaling 6days for installation. I was compensated $250 for the added 3 days as I had to take 3 additional days off of work. That was all they would compensate for even though the cost of my time and work $250 does not even cover that and I am still waiting on the check.
  -the bigger concern is that my contract was for all triple pane LOE windows and charged for triple pane. The new patio door installed was double pane and I caught that. I had to email several time and call the project manager several times for him to acknowledge my concern and finally he admitted that he ordered double in error. As a result I believe if it wasn't for my due diligence as a consumer they would not have informed me of this error and I would be paying for triple pane and have double pane. I asked to be compensated for the error and have the correct panels. the new panels have been ordered and we now have to wait another 7-9months for them to be made and arrive. When communicating with window mart they have no remorse of the situation and believe that it is okay as the new panels are ordered but my time and energy means nothing not to mention their accountability for making it right for the consumer.
  Window Marts sense of accountability and acknowledgement is extremely disappointing and appreciate your assistance in ensuring that something like this doesn't happen again or to any one.

  

  Business Response

  Date: 24/08/2022

  Good day ****,
  
  
  We appreciate any feedback as it is important to us, we listen to and value all comments whether positive or negative as they only help us improve our services. We would like to comment on the following:
  
  
  We do not have any control over the weather, the forecast in Alberta is unpredictable and unreliable because it is changing constantly.
  
  
  At the moment of estimating the duration of the installation, there are several factors that can not be accounted for prior to starting the work, which increase the number of days needed to complete the work.
  
  
  For your contract, 15 windows and a patio door were ordered as triple panes and we acknowledge the error of getting the double glazed for the patio door and apologize for the inconvenience. For that reason we will rectify the problem by getting the triple pane panels and installing them as soon as possible, unfortunately there are shortages of materials resulting in delays on the production process.
  
  
  
  As per the contract, we will have the panes replaced and we will ensure something like this will not happen again to any customer. 
  
  
  Regards, 
  
  
  Window Mart team

  Customer Answer

  Date: 25/08/2022

  
  
  ********** ********
  
  
  
  I am rejecting this response because: there is no where with in the terms and condition with regards to making an error. This error is a result of window marts not ordering according to contact, and if it wasn't for us checking they would have gotten away and financial benefited from us. This now has a direct impact, resulting in more time to wait due to a shortage and rather them making it right for us we are having to escalate. We are not satisfied with this response.

   

  I also would like to note that we have not received any documentation related to the financing and when inquiring about it we continue to get no response and we are also still waiting for the $250 check that was promises the beginning of August. 

   

  
  
  
  
  Sincerely,
  
  
  
  **** ****

  

  Business Response

  Date: 01/09/2022

  Good day, 
  
  

  Thank you for your response. Window Mart will rectify the error by ordering the correct panels and we will install them as soon as we receive them. At this point of time, we do not have any control over the lead times, not only our industry but all of them around the globe are facing supply chain issues which affect the manufacturing lead times for which we should not be penalized.
  
  We apologize for the wait on the cheque, you will receive the money within the next week.
  
  In regards to the financing, an email has been sent with the information regarding your financing, for further assistance, please contact the financing company and they will be able to assist you.

  
  
  Regards, 
  
  Window Mart teamTell us why here...

  Customer Answer

  Date: 06/09/2022

  
  
  ********** ********
  
  
  
  I am rejecting this response because: if the order was placed correctly the first time all panels would be here. Rather Window Mart is not wanting to take responsibility in their error in ordering and make it right for the consumer. we acknowledge the supply chain delays but we have to now wait again for something that was not our fault or error. There needs to be some compensation for extended wait as we have provided options that was attached in the emails with no remorse. Again there is nowhere in the terms and conditions anything about Window Mart making an error in ordering. I will reiterate if it was not for us doing our due diligence I an not positive that Window Mart would have shared the error financially benefitting from us.  How many other customers has had this happen? There needs to be some form of compensation as it is unacceptable for this type of error and now we have to wait all winter essentially. 

   

  I also want to point out that the financing of 12 months no interest no payments should not be in effect until we have received the final product as the agreement was to not pay until project is complete. We do not have all that we signed for there for the 12 months should not start until the correct panels are in place.

  I find it bazar that no lending agreements or documentation is shared as we did not receive anything it is also concerning as who has our information. I work in the world of Finance and there is always a copy for the consumer or it is mailed them immediately, we have got nothing. 

  Now with that said we did get a brief message from Window Mart informing us of out Loan Number and that's it. 

   

  It is very upsetting that the amount of time, energy and money that we have invested that this is how we are being treated.

   

  Sincerely,
  

  
  
  
  **** ****

• Initial Complaint

  Date:15/08/2022

  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.

  In May of 2021, Window Mart sold us windows that were supposed to qualify for the Federal Government rebate. The salesman assured us that the windows would qualify as he knew that we were applying for the rebate.
  Due to supply chain demands, delivery was delayed. All windows except the patio door were installed in September 2021. The patio door was installed in March 2022.
  We subsequently arranged for the final inspection and were told that our windows would not qualify.
  I attempted to resolve this issue by trying to speak with someone in authority at Window Mart. None of my calls were returned. I finally reached someone this morning and was told that Window Mart does not honour any verbal agreements made between a salesperson and a customer.

  

  Business Response

  Date: 16/08/2022

  Good day, 
  
  Thank you for your feedback, we appreciate your time. Please find attached a copy of your contract with Window Mart. This document was signed and all the terms and conditions were initialized in May 2021. Window Mart had provided products as per the contract and what was agreed upon at the time of signing (ie LowE rating, window styles, number of panes, trim style, installation type, etc.). As per our contract on clause #1 “NO VERBAL AGREEMENTS - Customer understands that Window Mart Inc. does not accept or honorary verbal agreements.” We have fulfilled our contractual obligations and it is unfortunate that the government has not provided you with the refund you were anticipating, which we do not take any responsibility for. We welcome any further questions or concerns.
  
  
  Regards, 
  
  
  Window Mart team

  Customer Answer

  Date: 21/08/2022

  
  
  ********** ********
  
  
  
  I am rejecting this response because Window Mart must be held accountable for the actions of its salesmen.  To say that Window Mart does not have to honour the verbal commitments made by its salesmen is acknowledging that the salesmen may be making commitments that the company is not aware of, or would not approve of, just to get the sale; and/or is indirectly authorizing its salesmen to lie and/or exaggerate about the company's products without any consequences.  This is unethical and unacceptable.
  
  
  
  Sincerely,
  
  
  
  ******** *****

  

  Business Response

  Date: 23/08/2022

  Good day, 
  
  
  Thank you for your response, please be advised that Window Mart does not encourage unethical business practices. We have been serving thousands of Albertan households for the last six years. We adhere to the contract, which specifies all details about the order and it is reviewed and signed by the customer. We have fulfilled and delivered the correct products based on the contract and we are not able to issue compensation for any rebate that you had anticipated. Attached you will find the Customer Satisfaction Reports signed by you.
  
  
  Regards, 
  
  
  Window Mart team

  Customer Answer

  Date: 30/08/2022

  
  
  ********** ********
  
  
  
  I am rejecting this response.  Window Mart can say all it wants about its ethical business practices, but the fact remains that the salesman's actions speak for themselves.  He lied to us about the windows and we would like them replaced with ones which will qualify for the Federal Government rebate.

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