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:21/01/2025

  Type:Customer Service 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 hired Window Pro to install new windows and door throughout my home in July of 2024. with the first cold spell the door frames were freezing up with ice, I emailed pictures and I called them they came out when it warmed up and said the install is good! I emailed them again with the next cold spell with the same thing and they sent someone else, there response by email was to use an exhaust fan or get a dehumidifier! and a write up from GHG about humidity in the home. I responded with respect we live in ******* one of the driest provinces there is not issue with humidity in the home! that I would be willing to let them reinsulate to see if that fixes it as they doors are starting to warp! once again this week Jan *****th 2025 i sent pictures of the doors iced up and the warping on the top! at this point the doors are damaged and I want them replaced as if the installation is good then the door maybe faultily! I am really needing help as I paid well over $******* for the doors alone and they are already damaged due to the cold weather.

  

  Business Response

  Date: 22/01/2025

  Dear ********,

  Thank you for bringing your concerns to our attention, and we sincerely apologize for the ongoing issues youve experienced with the doors and windows. We take your feedback very seriously and are committed to ensuring that the products and services we provide meet the highest standards of quality and performance. Our service team is currently reviewing the details of your case, including the images and correspondence youve shared. We are actively addressing the matter and will be in touch with you soon to discuss the next steps. Thank you for your patience as we work to make this right. If you have additional information or concerns in the meantime, please dont hesitate to reach out to us.

  Customer Answer

  Date: 24/01/2025

  This is what happened with the weather warning up! There is water in the frame it is dripping out and freezing!  Just for reference our windows are not having any issues with humidity and freezing. 

  Customer Answer

  Date: 24/01/2025

  This is what happened with the weather warning up! There is water in the frame it is dripping out and freezing!  Just for reference our windows are not having any issues with humidity and freezing. 

  Customer Answer

  Date: 28/01/2025

  
  Complaint: ********
  
  I am rejecting this response because:
  We are coming up on * days, the email they have sent is pretty much the same response but with no follow up! We are put off and put off! I would like some response to a resolution, I believe we were over charged for these doors as well.. how do I deal with that! 
  Sincerely,
  
  ******** ********

  Customer Answer

  Date: 28/01/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  I have gotten a hold of the window company for a follow up and they will be replacing both of my doors! I put not accepted as I was not getting a response. But I was able to finally get ahold of them and they have resolved this issue.  Thank you so much for you help.
  
  Sincerely,
  
  ******** ********

  

  Business Response

  Date: 03/03/2025

  Dear ********,

  Your service appointment is all set for this Saturday. We'll be reinstalling both doors, replacing the front door slab, and fixing the holes on the back door. This should take care of everything, but if anything else comes up, we’ll be in touch.
  Thanks, and have a great day!
  

  Customer Answer

  Date: 08/03/2025

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

  They have damaged our frames during install and the window frames are warped and bowing! They are only going to reinstall the door itself! Taking the glass out and reinstalling.  The doors and frames need to be replaced as you can see from the picture! Please tell me what else you need for me to get this company to rectify this situation 

  

  Business Response

  Date: 13/03/2025

  The previous appointment was scheduled for the reinstallation of the door slab. However, the client declined to proceed with the reinstallation of the front door slab. Our installer confirmed that the door was installed correctly. While the client insists on meeting with the sales representative first, our current process requires addressing the door slab issue first. Unfortunately, we are unable to move forward if the client does not permit the installer to complete the necessary work.

  Customer Answer

  Date: 14/03/2025

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

  this is not factual! I was told that I would have my doors and frames both replaced so the first time I accepted their response then when they were scheduling they said that they would replace, two doors and one frame. so I re-opened up my complaint as this is not acceptable they showed up on Saturday with two doors, The installer/ subcontractor looked at the frames. He agreed that the frames needed to be replaced with the doors and that it would be a waste of time to install the doors so I agreed with him he took pictures and measurements and notes that  he said he would pass on. The installer was quite frustrated about the company! He said I can only do with these guys tell me to do and I agree that the whole thing needs to be replaced their damaged.

  They emailed me, and I can forward the emails. I have emailed them back saying can you please have somebody from Weather Pro and not a subcontractor come and look at these doors and frames if that is not to your liking, we can always hire a professional Inspector at thier cost if the frames in doors indeed do need to be replaced and at my cost if they don’t, I have not heard anything back. This complaint needs to stay open. My doors and frames are damaged. I’ve given them numerous pictures and the installers/subcontractors agree that need to be replaced so emailing me back said different has to stop! They are a subcontractor! They are frustrated! I don’t know what else to do.
  
  Sincerely,
  
  ******** ********

  

  Business Response

  Date: 19/03/2025

  On March *, 2025, the customer received an email outlining the detailed scope of work for the appointment (a copy of the email is attached). The scope included: reinstallation of the doors, replacement of the front door slab, and patching holes on the back door. At no point did the company discuss or confirm the replacement of the entry doors with the customer.
  According to the installer’s report from the last service appointment, the doors were installed correctly, with proper foam insulation and leveling, and did not require reinstallation. However, we agreed to reinstall them as a courtesy. The door frames are not damaged or defective—the only work needed is covering the screw holes. The company has already explained to the customer that entry door frames are secured to the studs using screws, which is the standard installation method. These screw holes can be covered with plugs or patched as needed.
  The customer declined service on March *, 2025. On that day, the service technician arrived with the front door slab as planned, not with two new entry doors, meaning the information provided by the customer is inaccurate.

  Customer Answer

  Date: 19/03/2025

  Complaint: ********
  
  
  I reject this response as it is fabricated and not factual. The subcontractor came on Saturday with two doors. I spoke with him, showed him the issues, and he agreed that the frames need replacing. He stated it would be a waste of time to install the doors as-is. He took measurements, notes, and pictures but said he couldn’t promise anything since he’s just the subcontractor.
  
  He confirmed that the holes in the frame were made with a nail gun while reinstalling the trim. The installation used mixed hardware, mismatched screws, and no fillers in the holes. The doors ice up, warp, and the frame collects water, forming icicles and frost inside the house. I have provided multiple pictures documenting these issues.
  
  Additionally, the window installation was incorrect. We opted for frameless windows, and the sales rep assured us they use specific casings. On installation day, we asked the installers if they had the proper casing, and they said yes. However, the windows did not look right, so I contacted Keith, the sales rep (texts attached).

  When our drywaller attempted to finish the windows, they couldn’t do it. I then asked the subcontractor if the windows were correctly installed for frameless windows, and he confirmed they were not. He stated that to install the correct casings, they would need to remove and reinstall the windows. I did not want to do this. He suggested that the company should install their trim since they made the mistake, which I agreed would be better than having unfinished windows.

  This mistake has added extra costs to my project. I request that the company install their trim instead of removing and reinstalling the windows. Additional pictures have been provided.
  
  

   

  

  Business Response

  Date: 24/03/2025

  Weather Pro Windows and Doors firmly rejects any claims of incorrect window installation. The installation was completed on July **, 2024, and since then, the customer has not raised any complaints regarding the windows. In fact, in an email dated March *, 2025, the customer stated that she was happy with the windows (see attached copy of the email).
  Regarding the doors, we want to clarify once again that on March *, 2025, the customer received an email detailing the scope of work for the appointment. This included reinstalling the doors, replacing the front door slab, and patching holes on the back door. At no point did the company confirm or agree to replace the entire entry doors.
  As per the installer's report from the last service visit, the doors were installed correctly, with proper foam insulation and leveling, and did not require reinstallation. However, as a courtesy, we agreed to reinstall them. The door frames are not damaged or defective—the only issue is the visibility of screw holes, which is standard for door installations. These can be covered with plugs or patched if needed.
  On March *, 2025, the customer declined service when our technician arrived as scheduled with the front door slab. At no point were two new entry doors promised or expected, meaning the information provided by the customer is incorrect. Weather Pro Windows and Doors never committed to ordering and replacing the doors.
  

  Customer Answer

  Date: 24/03/2025

   Dear BBB,
  I am rejecting Weather Pro’s proposed resolution.
  Weather Pro claims the door installation was completed correctly and the issues are cosmetic. However, the problems are ongoing and serious — the doors and frames freeze in cold weather, causing damage and proving they are not performing as represented. These are not minor defects, and I believe the product or installation is faulty.
  They state I refused a service appointment on March 8, 2025, which is inaccurate. I was told both the door and frame would be replaced. When the installer arrived, he said reinstalling the same doors would be a waste of time. I agreed, but I did not refuse service.
  I have not hired an outside contractor, though I am open to Weather Pro using an independent accredited company for an unbiased review. If Weather Pro already used one, I would like confirmation of their accreditation.
  I also requested — and still require — proof of Energy Star certification, Quad Seal System specs, warranty details, and a clear plan for how they intend to resolve the issue. I have not received these.
  Weather Pro’s response was dismissive and included veiled threats to void my warranty if I seek another opinion. I have made every effort to resolve this fairly. I do not accept the current resolution offered and request further assistance from the BBB.
  Sincerely,
  ******** ********

  

  Business Response

  Date: 27/03/2025

  The energy certification proof has been sent to the customer’s email. Regarding the service appointment, we kindly request that the homeowner allows us to schedule a visit for the installer to address the issues as originally planned. All other points have already been explained— the customer’s claims are inaccurate, and we remain committed to resolving the actual issues covered under our warranty.