Complaints

This profile includes complaints for GreenFox Windows and Doors's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  GreenFox Windows and Doors

  11045 190 St Edmonton, AB T5S 0B3

  
• 

  GreenFox Windows and Doors

  5720 Burbank Crescent SE Calgary, AB T2H 1Z6

  
• 

  GreenFox Windows and Doors

  7895 49 Ave Unit 13 Red Deer, AB T4P 2B4

  
• 

  GreenFox Windows and Doors

  2910 16 Ave N. Lethbridge, AB T1H 5E9

  

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:07/04/2025

  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.

  Agreement signed May 2024: install of 17 windows. Install started Aug/24. Poor workmanship noted and some unsightly cosmetic issues were addressed. Currently, interior window casings show water damage from condensation, and this is only after a few months of installation. I had texted project mgr before install to request quality wood casing to avoid this, but cheapest option of MDF was used. We had to have 2 of the 17 windows replaced as they were installed with scratches on them, and a 3rd window was not installed at all because it arrived damaged. We had someone come out to install this last 3rd window, but when they arrived they wanted to know if we ordered an "entire window or just the glass". I was irritated, but at this point I was not surprised to learn that they didn't know that the frame had to be replaced, and they arrived without the frame because it was not within their skillset/training. This frame has apparently disappeared. It was expected that the new window would arrive in January. It did, but it ALSO arrived damaged. We were expecting to hear from the company in February but have been without contact or resolution of this matter. So at this point I am continuing to stare a window that was never replaced, and looks unsightly because all the interior casing has been left removed. I also continually stare at the cheap products/casing which are already showing warping and damage from winter condensation after a few months of usage. In addition to this, we had to have EVERY single blind recut. We have heard from multiple businesses that one or two is common, but every single blind is poor workmanship. This is evident by the asymmetry and poor alignment of the interior exposed window frames. This experience has been inexcusably disorganized and unprofessional. I would never use this company again due to the poor workmanship and poor quality of products used and installed, not to mention the lack of communication and follow through.

  

  Business Response

  Date: 24/04/2025

  Hi *******,
  Thank you for taking the time to share your concerns. Your feedback is taken very seriously, and we deeply regret that your experience did not meet the standards we aim to uphold.
  We acknowledge the issues youve faced and we recognize how disappointing and disruptive this has been for you. It's unacceptable that this has left you with unresolved work and dissatisfaction months after the project began.
  Regarding the condensation and resulting damage to the interior window casings, we understand your concern. High humidity levels within the home can unfortunately lead to condensation forming on windows, which can cause damage to materials like MDF. *** was selected as part of the original scope of work, and as outlined, it does require sealing or painting by the homeowner to protect against moisture exposure.
  In terms of the blinds, while these are the responsibility of the homeowner to fit and adjust post-installation, we do understand how frustrating it must have been to need to recut all of them. While some adjustment is common, the extent of what you experienced suggests that the alignment of the window frames may not have met your expectations, and for that, we are genuinely sorry.
  We are actively working to resolve the outstanding issue of the final window and frame. A service visit has been scheduled for this week, and our team has been briefed to ensure the appropriate materials and personnel are in place to complete the job correctly.
  While we cannot undo the challenges youve faced, we are committed to making this right. We value your business and the trust you placed in us when you signed the agreement in May 2024, and we regret that we did not deliver the level of quality and service that you expected and deserved.
  Should you have any further questions or require clarification, please dont hesitate to reach out directly. We appreciate your patience and the opportunity to address and rectify these matters.

• Initial Complaint

  Date:01/04/2025

  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 have had four interactions with Green Fox via email , in person and two visits to my house regarding a front door installation. We agreed a plan to fix issues with our new door. A chip on the inside, door frame scratch, smart board and inside window lock etc.A young male has been to our house twice. Talks in ****** to his supervisor. Is very arrogant and rude to myself and my husband . This process has been going on for four months . I asked him to leave as his replies are always its not up to him to fix things . Then why come to my house. I want straight answers about when the window frames on the door will be fixed. If they are going to fix and paint , replace the caulking on the smart board they installed. Telling me its up the boss and no one taking responsibility is not working .Especially when we have already met with the boss.

  Customer Answer

  Date: 01/04/2025

  I was informed by Green Fox that the smart board was not paid for by us. However, the general project manager took the measurements and did the install. We were not asked  if it was ok to install left over smart board that is brown and chipped and does not fit.

  The contractor who works for Green Fox assured my husband that it was late,  dark and the install issues would be fixed.  This has not happened. 

  We are willing to provide new smart board if the company do the removal and install the new product. 

  

  Business Response

  Date: 08/04/2025

  Thank you for reaching out and sharing your concerns. We sincerely apologize for the frustration and inconvenience youve experienced with our service. We truly value your feedback, and we want to ensure that all of your issues are addressed promptly.
  We understand your frustration with the ongoing delays, and we apologize for the lack of clear communication regarding the status of the work. Please allow us to clarify again that the smart board painting is not part of the original scope of the job. 
  Regarding the behavior of the technician, I deeply regret that your interactions have been less than professional. As ***************** we employ multi-cultural people and we dont differentiate them by country of origin. Outside of the customers property they are free to use any language. However, we will address this matter directly with the team to ensure better communication and respect moving forward.
  To resolve this, we will ensure that any remaining issues will be resolved in timely matter. Well arrange a follow-up with you to confirm the next steps.
  Thank you again for bringing this to our attention. We appreciate your patience, and we are committed to ensuring that all outstanding issues are resolved to your satisfaction.

• Initial Complaint

  Date:11/03/2025

  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.

  Green Fox Windows and Doors Had 12 windows installed in my home with 2 egress windows for my existing legal suite. The window well on the side of the house filled up and leaked in to my basement causing damage to my flooring carpet and dray wall. I had to call a company to come dry out my basement and put a sump pump in my window well to drain the water. We spoke wit them that day and someone came and looked at the window and said it was fine. we spoke to our sales guy and he said he needed to talk to management they waited 12 days to get back to us and another 4 days for the manager to come to our house. He said that his company didn't have to follow building code when in stalling windows. didn't have to provide drainage in the window well and there was nothing he could do to help us. I aske him for some reimbursement of expenses and he refused entirely.Before this happened when they were installing the other egress window they cut the concrete right above our floor vent and i had to remove the venting because it went right through the middle of the window, they didn't bother telling us about the vent until they were packing their tools up at 6pm even though the hole was cut at noon.There were some other things as well but I will start with this.

  

  Business Response

  Date: 27/03/2025

  Dear Mr. ***************** you for sharing your feedback with us. We are sorry to hear about the issues you experienced with the water leak and truly understand the frustration it caused.
  Following two thorough inspections, we confirmed that the leak resulted from insufficient drainage in the window well, which is the homeowners responsibility as outlined in the signed agreement. While the window installation itself was not the cause of the water intrusion, we understand the inconvenience you faced and empathize with the situation.
  We also apologize for the delays in scheduling the inspections. While we strive to address all concerns promptly, it can occasionally take time to coordinate thorough assessments. We appreciate your patience throughout the process.
  Regarding the second egress window, we installed it in the middle of the wall, as per your request. The air vent was not obstructing the window, and the placement was completed according to the agreed-upon specifications.
  We value your feedback, as we are committed to continuously improving our services and customer experience. 
  Thank you again for choosing GreenFox Windows and Doors

• Initial Complaint

  Date:27/01/2025

  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.

  Disappointed with Service and Quality After Installation I chose Fox Windows to replace 47 windows based on their sales ***** assurances that the stucco would not be damaged during installation. Unfortunately, while the stucco was damaged and repaired, the final result was far from what was promised. The new windows left a noticeable gap between the stucco and the casing, and instead of using a proper color-matched silicone, they used a translucent one, leaving the gap looking unprofessional and unsightly.When I called to address the issue, an inspector came out and explained that, as of 2024, the company had changed its policy to only use translucent silicone. He assured me that upper management would review the situation. After a week, I was told Id need to buy the paint myself to color match, even though this was an issue caused by their installation and policy change. Im not a painter and feel this responsibility should fall on them. After several calls, the solution they proposed was for me to go to a local store with a piece of stucco to color match it myself.While I am hopeful that the interior trim repair (on 8 windows) will be done correctly, I am very disappointed with how the company has handled the stucco issue. The lack of accountability and customer care for a problem directly caused by their work has left me frustrated and dissatisfied.I hope Fox Windows reconsiders their approach to customer service, as it has not been up to the standard I *********** you can see from the pictures, the red was the before and the low quality of install after. Just so disappointed as i hope they will step up and fix it. Great marketing company but so far ive had 3 deferent people call me and no resolution after i spent over *** Looks like I install my windows my self, not a window company.

  

  Business Response

  Date: 06/02/2025

  Dear ****,

  Thank you for taking the time to share your concerns with us. After reviewing your complaint, we arranged for one of our managers to inspect the project and address your concerns directly. Following this inspection, our manager met with you and clarified that the work was completed according to our standards. You expressed satisfaction and were pleased with the outcome.
  We understand that this situation has caused inconvenience and disappointment. We also acknowledge that the communication regarding our policy change on silicone use and the steps you were asked to take on your own did not meet the level of customer care you rightfully expected.
  We recognize that home improvement projects are a significant investment, and we are committed to ensuring the best possible outcome for you. Going forward, we will make sure that all communications are clear and that any further work meets your expectations.
  Thank you again for your feedback, and please let us know if there is anything else we can do to assist you.

• Initial Complaint

  Date:06/12/2024

  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.

  An exterior door with transom was order through Green Fox The install was being completed and I had noted the orientation of the transom was inset to the exterior of the house. I asked the installer he said it was standard, to told that it was not acceptable, he phone some one to discuss, was in Ukrainian as he did not speak English, he said he would finish the install and to discuss to the office project manager. I had reached out to the project manager his voicemail box was full, sent text and emailed the office. This orientation is not identified on the contract (attached) and not identified on their brochure (attached) has this been the case another vender would have been selected. The follow up discussion was that the transom was installed correctly, I said that this is unacceptable as the orientation as installed does not allow water/snow to drain properly. Another service appointment was set, with no resolve still state that it is installed correctly. Again referring back to the project manager. They have not offered to correct the installation at any time.

  

  Business Response

  Date: 06/12/2024

  Hello *****,

  We apologies about your feeling that the door transom was produced incorrectly, however we reviewed you file, our manufacturing process and after installation pictures and can assure you the door was manufactured up to industry standard and there was no mistake in the manufacturing process. 
  As per our record, the phone conversation with you has been booked to discuss this miscommunication further
  Also, feel free to visit one of our showrooms in ******* to see examples of transoms done within nowadays industry standards. 

  Customer Answer

  Date: 09/12/2024

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

  The claim that was made was with respect to the orientation of the transom installed, not with the quality of the manufacturing process.  I was able to visit the show room on Saturday December *, 2024, at **** pm, and discuss the situation further with Green Foxs ******************** Manager, **** *********. He was able to explain the method by which the doors and transom were assembled, and that Green Foxs standardwas to install the transom with the deep inset to the exterior of the house.

  
  This detail was not brought up at the time of the quotation.When reviewing the quotation with the sales representative, only the slab color,glass type, hardware color and door swing orientation was discussed. It was assumed that the transom would be installed with the shallow side to the exterior of the house, and this is clearly shown in Green Foxs brochure on pg.**, which would also match the * other existing transoms in the house.
  There were two proposed resolutions at the end of the meeting at Green Foxs showroom.
  

  1) Flip orientation of the existing transom.

  2) Accept the door as installed, with a credit to be used in the future.

  I left a phone message to **** on Sunday, December 9, 2024,at 1:30 pm, indicating that we would like the orientation of the transom to be flipped, as this would align with what we thought had been originally ordered.
  
  Sincerely,
  
  ***** **********

  Customer Answer

  Date: 04/02/2025

  Just to provide an update

  The issue is still not resolved

  Reached out to Green Fox Project Manager Dec ** for Update

  Green Fox indicated that another frame was produced and their service department would reach out to set up a date reinstall to be completed.

  Green Fox set appointment for Monday Jan **, 2025

  Service Personnel - showed up for appointment but could complete due to weather, yet didn't seem prepared for work

  Rescheduled for Saturday Feb * , 2025 - Job Cancelled due to cold weather (legitimate concern) 

  Awaiting for job to be rescheduled.

  I will update BBB once the work has been completed

  

  Business Response

  Date: 19/03/2025

   I am happy to let you know that the below concern was closed, the service was done, door was remade up to customer's satisfaction.

• Initial Complaint

  Date:16/10/2024

  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.

  This Company has not completed the interior finishing of my windows. The windows that they have finished are not according to our mutual understanding, current industry standard or the sample in their showroom. It is mostly a concern of poor fit up and the use of incorrect materials. Also they installed the incorrect color door that is listed on the contract. Also a spill occurred which ruined a portion of my flooring. As I signed up for their interim financing based on its price, they had submitted to the finance company (*********) as completed without my knowledge and fraudulently received payment for the incomplete work. I did not even receive a payment receipt until well after the submission to the finance company. Green Fox acknowledged this mistake but has not refunded the money. To date they have not offered any compensation or positive dates of completion. I have requested that the flooring and finishing be done at the same time. This work has been completed since the beginning of August 2024. I live without blinds and stopped the ordering of window coverings and my house is upside-down.

  

  Business Response

  Date: 17/10/2024

  Hello there,

  
  We apologize for all the issues and inconvenience. We had booked the service for next week to address all the issues. This service will include interior finish of the windows with correct materials for the window trim as well as repair of the damage of the floor.

  Unfortunately, the door arrived painted in wrong colour inside due to the paint shop mistake. Brand new door will be installed as was promised to the customer a month ago, the customer was informed via email by the project manager about this decision. At this moment the door is in production.

  As per customer's request we submitted financing papers because the customer needed rebate invoice to apply for government rebate, the invoice can be issued only after the project is paid in full. The customer was notified via email from his project manager that final rebate invoice would take a few business days as we need to receive funds form the financial institution.

  We understand customer's frustration and will do our best to get a mutual agreement on every issue that occurred during the completion of the project.

• Initial Complaint

  Date:06/09/2024

  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.

  Greenfox quoted triple pane windows : from Quote "Jamb Extension Widths = * **** Calculated Overall Jamb Depth = ***** Interior Casing = * **** *** Casing". Window installed has less than *" casing thickness (see photo). A month after install the triple pane window had more ice buildup than the double pane window in the same bedroom, which we did not replace. Greenfox continues to say we have high humidity, but why then is double pane window better? Several contractors, and Greener Homes ***** inspector all say that the problem with window is that they modified * pane casing to add third pane, creating thermal bridge. See images all taken on the same day, same time, except thermal ones. We had thermal inspect done, which also shows poor insulation. One window frame is cracked. They keep just saying you have humidity problem because we have high occupancy. They refuse to address the fact that the quote said different than what they installed. The casing of the installed window is less than *inches, quote said * *** *** inch inner casing thickness, I have attached the quote. They destroyed the original windows on install, unfortunately, we would have put them back in. I have many more pictures, and all have been, including inspection done by ********* provided to Greenfox, but they just dismiss us. We did not pay for modified 2 pane, rather triple pane windows. COntractors all say casing should be thicker than the panes.

  

  Business Response

  Date: 27/09/2024

  Hello *******,

  We would like to express our apologies for misunderstanding and ensure you that the outstanding customer service is our goal and we work very hard to make our customers feel 100% satisfied. Our recode shows that your windows were manufactured and ordered according to the agreement.

  We are sorry if there was any lack of communication during the decision making process and potential miscommunication about the different options for the product that will be installed.

  After going back and forth with you for *** month, we finally got permission from you to proceed with inspection/service, and are at the point of confirming with you the date and time when we can come to address your concerns and inspect the windows.

  After the inspection we will be able to provide you more information about the future steps we are going to take, if needed 

  
  
  
  

  
  

  Customer Answer

  Date: 27/09/2024

   
  Complaint: ********
  
  I am rejecting this response because: They have come out * times to inspect (* installation managers, one guy reinsulated one of * windows, and one did an esthetic paint of ugly cracks in frame). One of * windows was re-insulated around the box. We did not see less ice buildup around the window after that. I mean the wooden box which holds the window, which was supposed to be of better quality than what was there before. As per thermal inspection, and several contractors review, the issue is the window quality is the issue. We did not have insulation issues in the box around it, as is shown by the one window (double pane - which was not replaced). Short of it is, that the triple pane windows you installed are poorer quality than the double pane window which you did not replace. The airflow noted in the "boxes" around the windows is a new issue. We did not finally let you come out, we let you come out every time you asked, note * times. So please do not imply I was resisting your servicing as in the email above. We also asked to preserve the windows you removed, which were broken by installers, so at this point I cannot even out them back. Miscommunication as a reason is deflection from the issue, the quality of the windows is poor. They are modified *-pane windows. Max your regional manager says I ordered that style of window. Nowhere was it communcated to me that sliders have airflow (note my double pane does not). the slogan "we stand behind our product" and misunderstanding are just words. When the winter comes again, I can show you that the reinsulated window is just as poor as the other 3 Greenfox windows, and all 4of your windows are outperformed by my basic two pane window.
  
  Sincerely,
  
  ******* ***

• Initial Complaint

  Date:05/08/2023

  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.

  Our house was built in 1912 and features original wool siding with wood trim around windows and doors.
  
  On August 28, 2022 we ordered a new back door from GreenFox, an insert, understanding the new door within a new door frame would fit exactly into the original door space and would not affect the exterior wood moldings around the door. We believed GreenFox was a reputable company and that the representative who drew up our contract totally understood what we wanted. We also ordered two new window inserts. The total cost was $4275.00.
  
  The door frame that was installed this spring is too deep for the door opening, which resulted in them installing a 2" casing over the exterior wood door trim, edged in calk. This is exactly what we did not order and it looks ridiculous. We asked for the trim to remain untouched and were promised that would be the case with an insert.
  
  Our attempts to rectify this with Green Fox have been incredibly frustrating. and stressful. The reasons we were given for the door being installed this way ranged from 'it being difficult to measure the door opening of an old house' because we don't know the size of the 2X4's to 'now it is ready for vinyl siding' (which was never discussed) to the latest from one of their inspectors being that 'a door frame to fit that opening would have cost twice as much' as what they installed. That was the last word. There have been no responses to the emails we have sent.
  
  Their excuses are totally lame and unacceptable. We ordered, signed a contract and paid for a door in frame to fit into the original door opening, leaving the original surrounding exterior wood door trim untouched.
  
  The door frame needs to be replaced with one of the correct depth. At the same time, the exterior wood trim around the door also needs to be replaced as, for whatever reason, during the installation of the too-deep door frame, there are places where sections of wood were cut out and put back, stuck in place and calked.

  

  Business Response

  Date: 16/08/2023

  Hello ******, we appreciate your feedback and apologize for any inconvenience you've experienced. We take your concerns seriously and are actively looking into this matter. Our team is committed to resolving the issue and ensuring your complete satisfaction. The Project Manager has contacted you and is looking for a suitable time to visit your home together with the installation manager to discuss the issue and create a plan how to fix the issue and complete it up to your satisfaction. We want to ensure you that our goal is to provide an exceptional customer experience.
  
  

  Customer Answer

  Date: 24/08/2023

  
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  ****** ****

• Initial Complaint

  Date:18/07/2023

  Type:Product 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 placed an order with GreenFox last June to replace 9 windows and 2 patio doors for us. They came to complete the work in October, and explained that it would be another few months before the patio doors would arrive, which we were fine with. When the doors ended up being delivered in January however, we sent them back. They were not what we ordered, but furthermore also weren't even remotely close to the original order and other windows in terms of quality, style and framing. Had the quality and style been very similar, then we would have understood, but this is simply not the order we agreed on. They explained that they could not get patio doors that matched the model of the windows, and brought these instead thinking that they would be sufficient.
  
  We requested a refund as they explained that they could not find us anything that would remotely match what we agreed on and were looking for. They insisted that we would need to pay a restocking and other additional fees, which we obviously declined. Each patio door had a cost of 3630$ associated with it, for a total of 7260$. We withheld 4000$ from our final payment at the end, as we were worried about paying in full when our work hasn't been completed as agreed upon. We would've been happy with a refund of the difference, in this case 3260$. We also contacted them and offer alternative options such as potentially looking at non-sliding patio doors if the style and quality are adequate. After 5-6 attempts of contacting them over the last 5 months, we keep getting told that the issue will be looked into and a follow up would be received, but this has obviously not happened. We would like this issue resolved without needing to take legal action, but can do so if necessary.

  

  Business Response

  Date: 21/07/2023

  Our apologies for your experience, ******. Top notch customer service is our priority and we always try to make our customer's experience excellent. As we explained before the brick molds of windows and patio doors are not interchangeable and are not the exact same. The final measurements, which you signed off on, shows they are different in addition to nothing on the contract saying they are the same. After you refused the pair of completed custom fabricated patio doors with grills, we agreed to cancel them off the order and subtract the remaining $4000.00 balance from your order as you were not letting us install the patio doors and complete the project. Our company does not have stock and does not sell prefabricated product as such these two units have since been donated as they are not something we can sell to another client. We are sorry you feel this was not sufficient, but the product you order was delivered. 

• Initial Complaint

  Date:04/06/2023

  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.

  Ordered new windows through greenfox windows and doors in Sept 2022
  
  Windows were delayed and when arrivals was past extended date we called only to be notified they were in and would be installed the next week
  
  Upon instal two windows cracked, two didn’t fit and one tipped in their truck and shattered.
  It is fine as accidents occur however I now can’t get responses from the company on timeline for the job to be completed. They said it would be a priority rush order however we are about 5-6 wks after and still no word. The major problem is they started our financing and I was told that it would have started because if they didn’t start it it then the finance agreement we signed would have been expired due to the long timeframe from order to install.
  No one asked or explained this to us
  I have asked for this to be reversed and was told it couldn’t
  I asked if this could be escalated or at least compensated for the difference and no response
  We have styrofoam in two of our windows which isn’t very energy efficient so we are spending money to cool/ heat our home above what we would be if we had windows.
  
  I do not feel the financing should be started for an incomplete project never mind when we don’t have windows.
  
  Aside from terrible customer service post install I am merely seeking a solution to the financing that has been started
  Either a reversal of the initiation of the financing or compensation for the expenses of it starting early

  

  Business Response

  Date: 10/06/2023

  Hello *******,
  We are very sorry to hear about your experience and are working hard to make things right. Top-notch customer service is our priority, and we always try to make our customer's experience excellent. Unfortunately, a few sealed units were damaged during the installation and needed to be reordered. Since we received the product the service has been booked and the sealed units will be installed shortly. Lack of communication is definitely unacceptable from our side, and we will work hard to improve it in the future. Thank you for your feedback and, please, let us know if there is anything else we can do for you 

  Customer Answer

  Date: 12/06/2023

  
  
  Complaint: 20142884
  
  
  
  I am rejecting this response because: they did not address my question about compensating us for early billing of a product we have not received.  Our financing started right after instal however we actually don’t even have two windows, they have styrofoam in place and three were cracked with one fully covered in red tape, I would not consider this to be a delivery of the product we order.

  I would like compensation for the cost of those five windows for early billing.  Figure out the cost of the five windows and compensate two months financing with interest for same.

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

  

  Business Response

  Date: 13/06/2023

  Thank you for sharing your concerns with us. We apologize for any confusion caused. Rest assured, we value your satisfaction and are committed to addressing your issue. Once all the sealed units are installed and the project is completed, we will thoroughly review your case and work towards a suitable compensation. We appreciate your patience and understanding.