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:11/04/2023

  Type:Delivery 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 ordered my windows on October 5th, 2022, and was told roughly 3 months at the most, it has now been over 6 months which is the time limit of the contract and I received absolutely no communication or updates on the installation. I had to call them multiple times to get the same answer of delayed a month or two or We will get back to you but they never do completely ignore me.
  
  ironically enough a coworker ordered his windows from them a month ago and just received notice of delivery this morning. completely unacceptable! seems like upper management takes no ownership of these complaints and lets the receptionist take all the stress of unhappy customers. I certainly haven't heard anything at all from the managers. this is the worse service I have ever encountered.

  

  Business Response

  Date: 14/04/2023

  Dear Mr. ******,
  We apologize for any inconvenience caused by the delay in the installation of your windows. We understand your frustration and we want to assure you that we are doing everything in our power to complete your project as soon as possible. Unfortunately, we encountered some unforeseen delays with our parts supplier, and we had to reorder some of your windows after they were broken during delivery in February. We understand that this has caused a significant delay and we take full responsibility for this.
  We are happy to inform you that your order is now in its final stages and is scheduled to be ready for installation by the end of this month. We will reach out to you as soon as possible to schedule the installation date and time that works best for you. Thank you again for your patience and understanding, and we hope to have the opportunity to make it up to you with our prompt and quality service.

  Customer Answer

  Date: 17/04/2023

  
  
  Complaint: 19922233
  
  
  
  I am rejecting this response because:

  unfortunately,, this is still a vague réponse, which I was expecting, this still doesn’t include my window order in the above situation. If my order was in the group of apparently broken ones,,the lack of customer care is very disappointing. If my windows were included in this incident back in January ( 3 months ago) a customer call is necessary to inform of the delay. A date of installation is now a must. 

  In addition, Green Fox is advertising a 40% discount for spring orders. I believe I should qualify for this discount as I have  yet received any indication as to when it will be done as a result of me having to beg a service company to do their work and stress involved including freezing all winter in higher energy costs. 
  

  i would expect immediate action. 
  
  
  
  Sincerely,
  
  
  
  ****** ********

  

  Business Response

  Date: 29/05/2023

  The customer has final service booked for June 2 and agreed to pay the final balance minus the discount for the delay with the product after the service is completed. We sincerely apologize about the delay and thank for the opportunity to earn ******'s business

  Best regards,
  **** ********
   
  

• Initial Complaint

  Date:21/03/2023

  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.

  I have had my doors and windows replaced at my strathmore location and I have had issues with getting warranty work completed. Also my old doors were to be left and were taken when approached I keep getting told I’ll get a old replacement and still no solution. My one window was replaced and what I paid for I never got. Calls are made and no response back.

  

  Business Response

  Date: 23/03/2023

  Hi ******,
  We're sorry for the confusion and lack of communication. We're taking care of the situation and will be delivering two doors to replace your old doors that were accidentally removed from your property shortly. We'll be in touch to confirm the delivery time. 
  During our visit, our service crew will inspect both of your new doors and take care of any necessary work on the spot. Thanks for your patience and understanding.
  

• Initial Complaint

  Date:27/02/2023

  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.

  1) Green Fox (GF hereafter) started installing windows in March, 2022 and on March 9, 2022 GF worker broke one of the wall tile in the bathroom when taking out the old window.
  2) The worker promised to fix it; however, he simply put the broken tile back on the wall. I called GF at least 4 times afterwards and GF sent an inspector to come twice and told me that they will find the right tile to replace it.
  3) On June 22 I called the **** ******* **** and **** promised that they will find the right tile and fix it. I called on July 21 again and **** told me they were still trying to find the tile.
  4) on September 3 I called **** again and **** said he will send a contractor to fix it. I called on September 20 again asking when the contractor come.
  5) The contractor came finally on Oct. 5 and did the repair. However, the repair made the damage even worse and the contractor did not do all the repair. The contractor told me that he is a personal friend of **** and he simply wanted to help **** out free of charge. I sent the pictures before and after the repair to **** and told him that the repair was not acceptable.
  6) **** asked on October 6 to meet me to discuss a different solution. However, the solution **** and his two coworkers proposed is to make the window frame abnormally wide to simply cover the damage; during the discussion I noticed that they signaled to each other behind me and started to argue with each other; I felt not safe and politely told them that I need to discuss with my wife about their solution so that they can leave my house as soon as possible.
  7) On Dec. 5 I told **** the actions I am going to take if not fixed and **** suggested to meet me again at my house on Dec. 15. I asked a contractor to estimate the repair cost on Dec. 9 and sent the report to ****; I asked **** let me know his new solution before the meeting and that we meet at the library, instead of my house (for safety concern). I did not hear back from **** since then.

  

  Business Response

  Date: 01/03/2023

  Hello *******,
  
  Our deepest apologies for your experience as this does not live up to our customer service standards.  With any construction retrofitting unforeseen issues can occur especially with older tiles, wallpaper, flooring etc. that is no longer available to be used in a repair.  That said we strive to ensure our projects are installed as cleanly and seamlessly as possible, but in these instances where the material is no longer available, we tried to repair with the existing tile for example or install larger casing on the window to trim out overlapping any damage. If you would find it amenable to meet with senior management, we would like to try and find a solution for you. GreenFox has a diverse staff with many of our employee speaking different languages, in this instance each of the associates that was in your home has Ukrainian is their first language, and after talking to the staff they had mentioned they were speaking Ukrainian to each other, not to say this was leading to issue but possibly didn’t help with your experience. We would like to help find a solution for you and will be in contact in short order.

  Customer Answer

  Date: 02/03/2023

  
  
  Complaint: 19507487
  
  
  
  I am rejecting this response because:
  1) I don't see any solution in the response but a suggestion to meet again without any details. I have met with people in person from Green Fox for this issue at least 6 times  and have spent lots of time asking them to resolve this issue and what they did is to simply send a personal friend to do the repair and made it worse; I asked this worker about his company and if he has insurance and license to do the work, he was not able to provide any of them and only told me that he is ****'s personal friend trying to help out free of charge; this indicated to me that Green Fox had no respect to my house at all and caused me to doubt Green Fox's intention to resolve the issue seriously. This is why I already made it clear that I agree to meet again with Green Fox if details of the proposed solution by Green Fox are provided.  It has been almost one year and I reserve the right to claim for loss of time if not resolved soon.

  2) the explanation to the damage in the response is not acceptable. I showed the workers the bathroom and outside jet tub before they started to take out the windows because it is a high-end, high-quality and custom built with an entire tile for each wall, ceiling and matching floor and the tiles also match the tiles for the jet-tub and tap table outside the bathroom; I don't want them to damage any of it because they all match each other and very high quality. However, the worker used a hammer to hit the window frame very hard and laud from outside and I had to knock the window hard to stop the worker when I saw the damage happening. The damage was totally avoidable.

  3) the response mentioned language and I don't understand why this is relevant; the workers told me that they are all from Russia and I don't understand why they chose to speak Ukrainian as mentioned in the response instead of their own language Russian;  however, I don't think this is relevant to the issue of dispute.

  4) in conclusion, I need to see details of the solution by Green Fox (if indid any)  before I consider to meet; I cannot afford to waste my time anymore.

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

  

  Business Response

  Date: 14/03/2023

  We would like to meet and find a solution that works. The resolution that was presented by your project manager was that you are looking to GreenFox to replace all the tile in your bathroom including the outside of the shower, instead of installing wider casings to help cover the crack in your tile. Presumably, something is being missed in the chain of communication and we would like to meet to have a clear understanding of the ask. As we mentioned earlier, we can meet in our office if you are not comfortable with us coming to your home again

  Customer Answer

  Date: 17/03/2023

  
  
  Complaint: 19507487
  
  
  
  I am rejecting this response because:

  1)I have made it clear that I would consider to meet Green fox at a third party location ( I suggested the library or ******** at the Riverbend Square); I am not comfortable to meet at my home or Green Fox's office.

  2) I did not ask Green Fox to replace the tiles outside the washroom; I only asked that the broken tile is replaced by the same, matching tile or, if not possible to find the same tile,  replace all the tiles in the washroom with another same kind and matching tiles with the same/comparable quality of material and same/comparable level of professional work. I made it clear that the repair work needs to be done by a third party, licensed professional contractor but NOT by Green Fox again; the reasons are:1) Green fox damaged the tile due to not being careful and professional; 2) Green fox sent an unlicensed and uninsured personal friend to do the repair which posed huge liability risk to us and made the damage even worse (we cannot use the washroom as a result); we would not take the second chance to take the risk of having Green fox to do the repair again.

  3) I did not ask Green Fox to replace the tiles outside the washroom but only the tiles inside the washroom, even though the tiles not matching as they used to be; this is my concession. obviously Green fox did not appreciate this by making false statements.

  4) I have made it clear that I would consider to meet if Green Fox let me know some details of the new proposed solutions; however, Green fox repeatedly ignored this by not providing any information about the solution to be discussed at the proposed meeting. I request that some details of the new Green fox solution be provided so that *** is also made aware of the proposed solution and kept in the loop; let's put everything on the table and not doing things secretly behand the door please.

  5) We already met green fox for this issue  six times and spent a lot of time; We work full-time and we can meet Green fox from now on only after 6:00 PM on weekday and Saturday and Sunday.
  
  
  
  Sincerely,
  
  
  
  ******* ***

• Initial Complaint

  Date:20/02/2023

  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.

  I had a contract with Greenfox windows in May of 2022 to replace 5 windows and a door (about $8k). An installation started on 28/11/2022, a cold and windy day. Workman did not warn me to cover all furniture and valued goods in my house before they started their job. Dusty/dirty machines were directly put on my new carpet replaced in this summer. The workman did not change their dirt shoes when they worked in my house, sometime directly walked on the carpets too. They finished replacing 5 windows in this day and left lots of trouble to us: Bathroom window does not work due to missing parts, Hallway window is not properly installed because plastic frame side covers do not match the frame, dry walls surrounding windows are damaged improperly, dusty everywhere in my house, etc. Very badly new carpets are polluted by their chemical material. Thye tried to clean this pollution but not successful. I contacted their customer service and project manager **** ********* at least twice and required them to solve these issues before the door replacement. I sent them all photos and emphasized that new bathroom window could not be opened due to missing parts and should be fixed as soon as possible, because this has caused much inconvenience for our daily life (no fan in the bathroom). An inspector **** came to my house on 12 Dec. 2022. He could not fix the troubles because of no missing parts. **** promised that their company would order them soon. He also showed me some flaws or bugs in the new windows. which possibly influences the windows' function. Very soon, I contacted their service and required to pass my complaint to their general manager. Ms. ****** from the company emailed me back later and told me they would solve these issues. I did not get any further response before new year. I contacted their customer service on 5/01/2023 because they left me a message that the ordered parts had arrived. We both agreed that **** would back to fix the trouble on 19/01/2023. In the meantime, I asked them give a final solution for all issues I mentioned above before 19 Jan. Again, no call/email from the company before 19 Jan.. **** came and made the bathroom window work but still has a trouble. He said that he needed order new part to make this window work in right way.
  Then I emailed Greenfox and gave my requirement:
  1: Part carpet will be replaced, all cost will go to GreenFox.
  2: GreenFox should send a team to check all damaged wells and fix them in 3 months.
  3: The bathroom window was not allowed to open for about 50 days, I should get a reasonable compensation.
  4: My wife and I spent a day to clean the dusty room which their workman left to us. I require $200 cleaning fee.
  5: There are some flaws in new windows, which may affect their function. I do not know if you need to send them back to factory. Please check them first.
  
  **** came to my house and had a conversation with me on 27th Jan. He had seen all problem related with this installation and understood my requirement. He said that he would talk with their general manager soon then give a me answer. I told him that I would like to get a feedback within one week. 10 days past, **** kept silence, so I emailed the company again and told them: I felt deep frustrated, it is really hard for me to take such an attitude, in addition, my new attitude:
  1: I ask you company refund the balance I payed on 28/11/2022 (I payed off on the day), because you have not finished my project after more than 2 months. Otherwise, your company should pay me interest for the balance part.
  2: Your project manager’s attitude to deal with my reasonable requirement since last Nov. has been forcing me to seek a help from the third part (***).
  
  Now 10 days past, there is no message from them. I am seeking a help from you.

  

  Business Response

  Date: 24/02/2023

  We
  are very sorry for the customer's experience. Something indeed went wrong here. We take this
  very seriously and willing to fix all the issues as soon as possible. Our Calgary management team along with Service tech will be out to address customer's concerns on March 2nd. Thank you!

• Initial Complaint

  Date:24/01/2023

  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.

  Originally placed a deposit with Greenfox in June 2020. Installation took place later in the year, in October during the first snowfall. Our project manager was/is *** *********, and the installation team was ***********, ****, and another individual. The third individual caused quite a bit of damage to our composite deck, by drilling several holes in several boards. When confronted, he said he did it, because he was bored. Composite decking is not cheap, and is around $100 a board, so they caused several hundred dollars worth of damage, and Greenfox's response was to fill the holes with glue and paint over them. I was not impressed with that, and you can still see the damage. Several windows also had huge gouges in the panes of glass, and were replaced.
  
  Fast forward to 2022, and the backdoor they installed is having issues with the trim constantly falling off, and the exterior door hinges rusting out. On top of that, a sealed unit failed during the cold snap in December, causing the glass to break. They have refused to help out in any form, even though they state they have lifetime warranty on glass sealed units. They have also refused to assist with the issues on the back door. They did send a tech out to assess the door (Ivan), who told us, it wasn't installed properly and needs to come out and refitted. My wife and I, have reached out several times, and they refuse to provide any additional help. We have since placed an order with a different company to get the broken glass taken care of. This is totally against what they told us, when they claimed to have the best warranty, and even offered up a story on how an accidental rock from a lawnmower broke a window several years later and they replaced it without question. And now my neighbor is concerned from what we are experiencing, as they were given a fake story about a baseball accidently breaking a window and them replacing it, again several years down the road. I strongly feel a company is as strong as their word, and at this point Greenfox does not stand by their product or their word. At this point I would suggest, people to keep all emails, photos, and documentation. Even as of now, Greenfox lists glass sealed units under their warranty.

  

  Business Response

  Date: 26/01/2023

  We did take care of the customer every single time when they called during last 3 years. The deck was indeed damaged during the installation, but fixed accordingly to the customer's satisfaction back in 2021. The damage was made during the installation but not because of someone was bored. The customer never mentioned anything about the deck ever since. The situation started escalating when we refused to replace Sealed Unit of one of the window about a month ago for free. Our office staff let the customer know about 12 months warranty for Sealed Units cracks and that after 12 months there is no warranty. The customer was demanding to do it free of charge. The Project Manager talked to the customer a few weeks ago and explained that SU breakage warranty is only for 12 month. The customer was very upset but accepted the rules. 

  As the customer mentioned in his complain we replaced several sealed units to the customer satisfaction and never refused to do any service work if it was under the warranty. 

  Regarding a brick mould on the door we have ordered new one this month to replaced. The customer emailed our office Jan 24th to follow up on door issues, we let them know we ordered BM and will book a appt once the part arrives to the warehouse. There was no reason for this complain as we are taking care of the customer and working on the issue with the door. The service will be booked as soon as we receive the part. We do our best to fix the issue as soon as possible and provide the highest level of customer service 

  Customer Answer

  Date: 27/01/2023

  
  
  Complaint: 18891607
  
  
  
  I am rejecting this response because: This whole experience has been bad. And nothing was said about SU breakage until after the fact. They could not provide any documents were they have stated glass is only covered for 12 months. And I was never impressed or happy with the damaged done to my property, and now they claim it's from normal installation? So potential customers can expect hundreds of even thousands of dollars of damage and are expected to take it? And as per the follow up, we had called twice for an update, and got no response back, then the email. Only got a generic response that parts are on order, after this complaint was made. So until repairs are made, this complaint is valid, and still find the company's business practices deceitful. 
  
  
  
  Sincerely,
  
  
  
  **** *********

• Initial Complaint

  Date:15/12/2022

  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.

  We ordered a bay window/ a front door/ a storm door from Green Fox in April of 2022.
  The bay window was installed in June with a defect ( window was fixed in October 2023).
  Front door was very poorly installed Nov 29.We were unable to properly close, or lock the door, unless we pulled with two hands and forced the key. That day we were told the storm door that was given was the wrong size so no installation on the storm door.
  Green Fox scheduled front door repair and storm door installation for Nov 19, 2022. No one showed up. December 15, still no storm door and being told that it will be another 2-3 months passed contracted time.
  Numerous emails asking for registration number for storm door (which has never been installed)

  

  Business Response

  Date: 21/12/2022

  Our management team did meet with ********* today before the complain was posted and explained the customer the delay and supply chain issues. We agreed, that we will update the customer on January 9th with the ETA and possible installation date. We believe, this complain had been sent right before we met with the customed and posted after our meeting. We try to do whatever is under our control to finish the project as soon as possible. 

   

• Initial Complaint

  Date:13/12/2022

  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.

  We ordered 20 windows with sliding door in April of 2022.
  We had installation appointment on august 29/ 30/ 31 and the September 1, 2022. The windows was installed on the first 2 days. We mentioned right away, that some of the windowsills was scratched and there are gaps between some of the windowsills on the corners. The installers told us: “That’s normal.”. We although mentioned that all windows are dirty, foggy and have suction cups spots on them. We been told by manager **********, that the company don’t clean the windows after installation.
  When ***, first came for estimation, he showed us the perfect sample of the great quality window: no gaps, no scratches, no dents.
  We got scratched windowsills, corner gaps (the cold blowing from there), dents, 1 cracked window and one sliding door glass broken and shattered by installers (we have 2 kids and 3 pets at home).
  *** and ********** took all the measurements and they never mentioned that our sliding door would be lower for 3-4 inches. We ordered higher door, same size as original one. Although, there isn’t measurement in our contract.
  We was asking the installers to be careful with the absolutely new floors, they never covered the floors. At the time of sliding door installation, they cut portion of the floor, saying that the door won’t feet without cutting the floor and to don’t worry as it will be covered by the frame of the sliding door. Now, I have a large gap and a lot of silicone between the door and floor. The repair will cost me 555$, as per floor installer quote.
  We didn’t sign any documents, as the job isn’t complete. The installers was trying to force me to sign the documents. Documents wasn’t printed clearly and you can’t even see the name of the company on the document.
  I send 1 letter to the owner of the company and 1 email to the manager. I never got any respond. The job wasn’t finished, but they are already changing me even without the final signed documents.

  

  Business Response

  Date: 03/01/2023

  Hi there, our manager in Calgary have met with the customer and discussed the issues. We are in touch and dealing with the project. There were a few emails back and forth and last time we emailed the customer with our offer on Dec 30th and still waiting for response. 

  Customer Answer

  Date: 05/01/2023

  
  
  Complaint: 18566750
  
  
  
  I am rejecting this response because:Hello *****. Yes, the company contacted us. The windows inspector did the inspection, at the time of meet up he confirmed the issues (we did a video during our meet up). But after, he told us, that all those issues are normal for their company and they declined the floor repair, sliding door exchange and offered us 150$ for all the scratched vinyl part of the windows (all 20 windows are scratched with corner gaps between). The cold air comes thru the corners and handle of our sliding door, one corner is dented and that’s ok for this company. 
  On their website, it said that they have the best vinyl windows and any size of sliding doors that are made for canadian winters. 
  We was asking: 50$ off on all the scratched windows- 20 of them; the new sliding door that wouldn’t let the cold air in, without any dents and that will be the same size, that was the old sliding door (that’s the one, that we ordered at the time of contract signing) or the full refund for the sliding door. And the floor repair that their installers over cut at the time of installation. They offered me to cover this part with transition. I payed extra money at the time of floor installation to do all my doors without any transitions, so I don’t want this one as well. My floor installer can repair it for 555$ with the extra vinyl planks and I don’t want to pay it out of my pocket. 
  The website said, that they have the best customer service and have the best installers in the city. For the amount of the money, we should pay, they wasn’t able even to wash the windows. All my new windows are foggy and dusty with the suction cups on it. When the installers finished their job, no inspection was done after, so the level of the customer service is really low. Not as described on their website. 
  I want to confirm, that I will be happy to pay the full amount, that is shown on my contract, if I will receive the service and the windows/sliding door that was shown as a sample by manager and described at the time of the contract signing. 
  Regards.  
  
  
  
  Sincerely,
  
  
  
  **** ********

  

  Business Response

  Date: 12/01/2023

  As per second after installation inspection we have checked the whole job.
  We found out that Patio door needs minor adjustment on the wheels, this will fix all the problem with the patio door. Also we only noticed tiny scratches on 3 windows from inside, that why we offered customer compensation as we discussed earlier $150. We don’t agree that all the windows are scratched. We are ready to come over for another inspection and check it again.

  
  We would like to mention again that the old patio door was 1.5” taller then new triple pane that we installed because of this was the only available size that exist – STANDARD 6’ DOOR. This was indicated in the quote and your agreement.
  Patio doors may come with transition between the door and a floor, depends if needed. Right now we have special polymer sealant but we can offer a customer a slim profile vinyl transition if she likes.
  
  Office has already called the customer a few times to book the service. We would like to fix everything as soon as possible.

  Customer Answer

  Date: 16/01/2023

  
  
  Complaint: 18566750
  
  
  
  I am rejecting this response because:

  Hello *****. That’s my last message here, as the company isn’t doing enough to solve those issues. I did private pre-inspection to confirm if those scratches and all the issues is right and we found really more issues. Please, keep this complain open, as we never resolved it here. 
  The contract that *** (the manager) gave me to sign at the time of windows ordering is not filled in full, so it’s jurisdictionally invalid contract. There are no prices in my contract, it’s not fully filled. In contract, the patio door is 6 feet wide and no height described (empty). I never ordered that lower door, much lower than 1.5 inch than the original was. I spoke to Sunview patio doors LTD (the door company) representative and he confirmed that they have a higher doors. So that’s absolutely not a problem for them. 
  The quote, that was send to me as per my request, the 18 days after the contract was signed is made for absolutely different windows. The company and the quality that described in my quote is absolutely different from the ones that they installed in my house. That’s why, the quality of the windows is really lower than the semple that was shown at the time of purchase with all those scratches and gaps in the corners, lower door that was ordered and with the even wrong door lock on the sliding door, there is one frame is cracked on the window. There are really more issues found. 
  The new floor shouldn’t be cut this rough and no transition should be there. I payed extra to cut my floor without the transition and I never agreed to cut my floor. 
  As I never signed the final document for GreenFox and **** *********, I need to confirm how the company got the credit under my name, before I got all the ordered windows and door, and signed the documents with confirmation. I signed only the pre-approval documents and I never signed any final documents because the job was never done. The SnapFinancial is withdrawing money from my account. 
  I’m waiting for the appointment for the full, private inspection. We will open the casing, we will confirm why all my corners are cold, looks like their “experienced” installers didn’t put enough of the foam. We will confirm officially all the issues that we have. 
  As the company never did the inspection after the installation and did the inspection after 4 months of complaints. I’m not accepting more inspections. I will get all the official documents from my independent inspector and will contacting our lawyer with all the proofs that we have. We are not getting into the solution. 
  
  
  
  Sincerely,
  
  
  
  **** ********

• Initial Complaint

  Date:08/12/2022

  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.

  -Called Greenfox for a quote
  -salesman arrived on Jan 18 2022
  
  -after the quote was made, I was told I needed to make a down payment or risk waiting numerous months. Feeling pressured, I made the payment.
  -after the quote, I went out of town for work. During that time, my coworkers told me $2700 for 3 small basement windows was extremely high.
  -when I returned from work on saturday January 29, I reviewed the contract and read that I had 10 days to cancel the contract (January 28).
  On Monday January 31, I called into the office and spoke to a manager, I explained that the quote seemed high and I had felt pressured with the whole situation. She said that she would speak to someone and then get back to me.
  A few days went by and then I received a call from the salesman, he said there was nothing they could do because it had gone over 10 days and if I didn't want the work done, they would keep the deposit.
  After that, i was working in BC for 24 days and when I returned, I called in to speak to a manager again.
  The manager couldn't find my contract and said they would call me back.
  Eventually I received a phone call where they told me they had sent a letter during that month that we hadn't spoken and that they had given me a deadline to call in.
  No letter has ever been found.
  At this time, they said the contract was no more and my deposit was forfeited

  

  Business Response

  Date: 09/12/2022

  Hi there, 

  The contract was signed on Jan 18th and we were trying to book the final measurements until April 22, that's when we heard last time from the customer and tried to schedule the measurements (please, see the attached record from our database). We spent many hours working with this matter trying to sort everything out but the customer did not really wanted to cooperate. We do not rely on "third part experts" opinion since they do not know all details of the deal (installation by certified installers, best warranty on the market, high quality product etc.). As the customer was informed, we can use the deposit towards the project and move on but the price of the windows has to be reviewed as there were a few price increases from our suppliers in 2022.  

   

  Customer Answer

  Date: 20/12/2022

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

   

  Thank you ***** for your consideration. I appreciate you giving me the opportunity to voice my frustration. 

  
  

  
  

  
  

  In response to Greenfox...

  
  

  I reviewed the notes in the document and it's clear that there's some miscommunication with the employees making the notes.

  
  

  I understand they'd like to continue the job but at this point, I don't believe it can be done in good faith. 

  
  

  I dont understand why there is an issue with returning my deposit when there's been little to no actual time put into this project.

  
  

  As per Greenfox radio ads, they offers a free quote.. the ******* ******* *** came and made that quote.

  Other than that, there has been zero work done by Greenfox, other than some communication within the business.

  
  

  When I called in and requested to speak with someone in management, I was never given the opportunity and was instead, received a call from the same salesman that I felt had pressured me into buying something on the spot.

  
  

  Thanks all for your time 

  
  

  ****** ****** 

• Initial Complaint

  Date:25/10/2022

  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.

  Sept 20, we provided the following details to GreenFox, along with copies of receipts and a request for a $3,442.50 reimbursement for our expenses:
  
  May 28, 2021 – New windows installed by Green Fox
  
  July 3, 2021 – We emailed Green Fox informing them of leaking master bedroom window
  
  July 9, 2021 – Master bedroom window inspected by Green Fox; we were told the issue was not the window but cracks in the stucco needing repair
  
  December 24, 2021 – We emailed Green Fox informing them that the new big front windows were dripping in three spots
  
  January 13, 2022 – Green Fox personnel fixed the issues with the big front windows
  
  March 9, 2022 – We paid $1,000 to repair wall damage from leaking master bedroom and big front windows
  
  June 11, 2022 – We paid $430 to repair exterior stucco
  
  August 22, 2022 – We paid $8,050 to paint their house with elastomeric paint to seal any stucco cracks
  
  August 23, 2022 (or thereabouts) – We phoned Green Foxed indicating their master bedroom window was still leaking
  
  September 15, 2022 – Green Fox personnel found possible reasons for the master bedroom window leak and made repairs
  
  
  Date TBD – We will need to remove and replace moldy drywall and repaint the wall, once they are sure the window does not leak anymore
  
  Sept 21 the complaint was forwarded to our project manager for further review.
  
  We have received no further communication from them.

  

  Business Response

  Date: 05/11/2022

  Hello there.
  We have received the customer's email and can only repeat again what has already been explained to the customer. After multiple inspections, we defined that window replacement isn’t a reason for the water leak, most likely it was caused by deep cracks in the stucco (the stucco on the customer's house was badly cracked), which was clearly explained to the customer by the project manager before the installation and during the following inspections. Another reason for the leak may be caused by inwall condensation which is a common problem during cold months. We regret to inform you that we refuse to pay for the repairs that the customer decided to do to fix the existing issues of their house, not related to the windows. 
  
  
  
  

  Customer Answer

  Date: 07/11/2022

  
  
  Complaint: 18312566
  
  
  
  I am rejecting this response because:

  
  We have not received any communication from GreenFox and this message indicates no resolution to the issue.
  

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

  

  Business Response

  Date: 22/11/2022

  Unfortunately, there could be many reasons for a leakage as we mentioned in the previous response. 

  During inspections we also noticed that customer's house has wooden boards beside the windows, those boards are part of the exterior of the walls and they may cause water leak as well.

  We work very hard to make our customers feel 100% satisfied and do our best to help with any issues. Our Calgary management team is working on this case right now to advise the customer on other possible cause of the leak. 

  Customer Answer

  Date: 23/11/2022

  
  
  Complaint: 18312566
  
  
  
  I am rejecting this response because:

  The fact the two windows no longer leaked after technicians made fixes to their frames indicates that those fixes were required to resolve the issues. This means that the unsealed screw holes in the front window caused that leak and that the holes at the bottom of the bedroom window frame caused that leak.

   

  We replaced four of the exterior boards on the front of the house. I will happily add the cost to my claim, $900 as per the June 11th Sky Evolution invoice. As there are no boards at the back of the house where the bedroom window is, this comment is irrelevant to that window leak.

   

  I will also have no problem contacting our lawyer as our next step.
  

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