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:11/07/2023

  Type:Sales and Advertising 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 installed triple pane Durabuilt windows 5 years ago. In May of 2021, we had a seal go in one of the units. We had it replaced and had to pay a service fee of $110.00 (took 10 minutes to change).
  Over the last 1.5 years, I have had an additional 5 seals go. This is half of my windows.
  Durabuilt is now trying to charge over $700.00 to come replace the seals. Which would take about an hour. They reduced the charge to $640.00 but will not adjust from there. Based on first repair, cost should be in the neighborhood of $150.00 for service fee only (which is still BS).
  I'm extremely disappointed because at what point will all of these units fail. We paid a lot of money for triple pane windows and they seem to not care to stand behind their product.
  Durabuilt has cost themselves 3-4 new builds a year through this.

  

  Business Response

  Date: 12/07/2023

  Durabuilt Windows & Doors understands the customer's frustration and we apologize for the issues that have been faced. After review of the quote sent by our team, it was confirmed that we are not charging this job on a per hour basis, nor do we ever charge per hour for jobs.
  
  Since this property is in Red Deer, we must send the material and have properly trained  employees on site to handle and install the glass. Keeping this in
  mind we think quote is very reasonable. If the customer has a local contractor who
  can install glass for a lower rate, we would be more than happy to just ship the material. 

  Customer Answer

  Date: 12/07/2023

  
  
  Complaint: 20306028
  
  
  
  I am rejecting this response because:

  I have been informed by multiple sub-suppliers that Durabuilt had significant issues with the seals on their windows during the production timeline of mine.  Due to this, I believe they should stand behind their product at significantly reduced pricing for services or repair at no cost, as half my windows have had seals go. It appears that every few months, I have another seal go and it is likely a matter of time before I have to replace them all.  Durabuilt currently needs to come to my area to repair other projects for a local builder (many many repairs), and is no longer going to be used by this builder due to the poor service. 
  
  
  
  Sincerely,
  
  
  
  **** ********

  

  Business Response

  Date: 17/07/2023

  Hello,
  
  We appreciate the response. However, we will not be able to do the job free of cost. Unfortunately, sealed units fail
  due to different reasons, and the information provided that there was a "bad batch" is simply not correct. 
  The sealed unites warranty is on
  our website and is like all other major manufacturers and the quote provided is in line with our warranty policy. 
  

• Initial Complaint

  Date:06/12/2022

  Type:Product 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 a company build my house - they selected Durabuilt as the supplier for the windows. I moved into my house Oct 2018. In Sept 2022, I reached out to my builder with manufacturer-based issues with three (3) windows in my home. (Two of the windows are fogging and/or have humidity between the panes; one has a crack in the interior pane/center pane of triple pane glass. Additionally, I questioned the install/fit of one pane of glass.) As more than one year had lapsed, my builder advised me that I was responsible to contact Durabuilt directly. I contacted them and several days later they responded and asked to set up a time to come and assess the concerns. Durabuilt sent two individuals to my home; they took pictures, assessed the concerns, agreed that the seals were faulty on two windows and could not explain the crack in the third as well as acknowledging the install issue with the pane that didn't appear to fully close. They advised me that they would take their information back to the office and I would hear from someone to set up a time to have the repairs done.
  I received an email several days later quoting me over $500 in labour. I emailed and asked for an explanation as this was at no fault of my own and I should not be negatively financially impacted because of their faulty product. I used a car with a recall for a faulty part as an example. I received no response. I asked again. And again. I got a phone call asking when I was setting up a time for the install and again asked for an explanation and was told someone would get back to me. I sent more emails and received no response. A gentleman called me again (assistant manager) asking when I wanted the repair. I asked about clarity around the financial issue and was told he would look into it. I have heard nothing back since that phone call despite numerous emails. I have saved all of my emails, as well as their responses, and I am happy to share them.

  

  Business Response

  Date: 13/12/2022

  Durabuilt Windows & Doors understands the issues this client has been facing and we sincerely apologize for any ongoing inconveniences this has caused. After further review, we have discovered the following:
  
  Year Built: 2018
  Builder: *** ****
  Issue: 1 pressure crack
  glass/ 2 failed sealed units and/1 PVC repair on window frame/Moving
  T-post closer to have tighter closing of window for better seal.
  Reported on: 9 Sep 2022
  Our warranties:
  Pressure Crack: warrantied for 1 year (both parts and
  labor) - this has expired.
  Failed SU: parts are fully warrantied for 10 years
  and labor for 2 years only. (Please note, Alberta New home warranty only
  require labor to be covered for 1 year, but we do double than the requirement).
  PVC Repair – Fully chargeable as this physical damage
  was never reported to us earlier.
  Moving of T-Post: This is in warranty; we are not
  charging anything.

  On December 7th, 2022 the client was contacted by our service manager and explained all the warranties and what service work needs to be completed that is chargeable. At this moment, we are waiting to hear back from the client in order to proceed with the work. 

  Customer Answer

  Date: 14/12/2022

  
  
  Complaint: 18534721
  
  
  
  I am rejecting this response because:

  I have NOT received any contact from anyone at Durabuilt, by phone or email, at any time since approximately late Oct (unfortunately, I do not know the exact date but know it was before Nov 2). I have checked my email (inbox, junk, deleted etc) and found no email. I reviewed my phone for any missed calls and found no phone call, missed or otherwise.

  While I appreciate Durabuilt finally sharing information around the terms of their warranty and repair policies, I find it difficult to believe that it took three (3) months to get this information and it was only shared because I pressed *** for assistance. As my email string shows, there were MANY unanswered emails prior to my escalating this concern. Additionally, the misinformation around their recent "efforts" to contact me or work through this concern leaves me even more frustrated. As I said, I received no phone call or email from anyone at Durabuilt on Dec 7th as they specified (or any other day in the past six weeks) although I would have welcomed it and have been asking for exactly that. 

  That being said, I am still seeking resolution to this concern in the form of replacement of the broken/defective windows and adjustment of the improperly installed window partition. I'll fix the cracked window frame myself (there is no logic in an uncomplicated 2cm crack in the PVC costing $110 to repair).

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

  

  Business Response

  Date: 20/12/2022

  Durabuilt Windows & Doors sincerely apologizes for the delay in resolving the issue and the miscommunication that occurred with the client and and service department. Our Assistant Service Manager contacted the client on December 14th, 2022 and apologized for the delay in response and the lack of communication. A revised quote with a 10% discount was sent to the client from our service department and a service date will be scheduled soon. 

  Customer Answer

  Date: 24/12/2022

  
  
  ****** ******** *******
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 18534721. Additional conversations have taken place since the company's response to *** & we have since settled on a resolution that is satisfactory to me.

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