Complaints

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• Initial Complaint

  Date:30/07/2024

  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.

  Windows were to be energy efficient, energy star rating above 40. Sold clear glass windows, that are not energy efficient, never did get NRCan code of what I actually received. I stress over and over again I wanted energy efficiency, sales personnel talking about some coating on the windows and if I wanted light for plants. The condo is so hot, it's like a hot house for tomatoes. The plan was to apply for the federal government grant for my windows of $*****, was at this point when trying to apply found out my windows were in fact not energy efficient. Even the office personnel said she check the order with staff as she couldn't believe the order was right. My original windows from "1985", are more efficient, when 18 outside 28 inside, with honeycomb blinds closed. Also, when I read online to get energy star rated windows it's a difference of maybe $** a window. They will say I should have researched the windows or known, I request four quotes in total no other company got the request wrong, others said low e or energy efficient.

  

  Business Response

  Date: 12/08/2024

  We Offered this
  customer energy efficient, energy star certified windows that would have passed
  All grant program standards but the customer stated “ I don’t want
  the low e coating on my glass” she insisted multiple times she doesn’t not want
  the coating on the glass. The Low e coating is the only thing that makes the
  glass qualify for the grants. She later said she didn’t understand what the low
  E coating was. She would have needed a Low E coating to get the NRCan Number
  for the window.
  The home owner did not apply for
  the grant before the windows were installed and therefore would not have been
  eligible for a rebate! 
  The cost to add the Lowe E
  coating was more than $**. The rebate she would have received from the federal
  grant was $*** not the $**** she claimed she would have received.
  We gave the customer a discount
  on her order even though it was NOT OUR FAULT! We merely gave her the windows
  she wanted and she insisted she get.

  Customer Answer

  Date: 14/08/2024

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

  There was never an offer for low E, energy efficient certified windows (just my request) only a conversation about coating on windows (with no explanation even what it was, he only asked if I want light for my plants ( which I answered yes) ! All other quotes have energy efficient windows which I requested *********** 

  There was no "insisting multiple times she doesn't want coating" ! ***** ** ********

  I did apply before receiving windows or them receiving windows, that was at this point I found out they were not low E windows, and would not qualify for rebate.

  Grant received would have been $****, have one quote listing windows and rebate I would have received.

  These were definitely not the windows I ordered, why were all other quotes right **********

  If was me that was mistaken why did they have a staff meeting about it and again even office personnel questioned the order if correct.

  * ******* ***** **** ******* ******* *** ***** ********* **** * ******** ****** *** ******* ********** ******* ****** ** **** *********** ***** they were sending full payment invoice before received or installed, stated "due" August 31st.

  Best regards,

  Signi

  
  
  
  
  Sincerely,
  
  
  
  Signi Harper

  Customer Answer

  Date: 21/08/2024

  With climate change why would I order heat transfer windows, as shown by multiple emails, only looking for energy efficient products, also had my attic insulated. Conversation was about "plants", and now with blinds always closed, plants are now dead, including two that were my mum's, that were about 35 years old.

  Sincerely,

  Signi

  

  Business Response

  Date: 21/08/2024

  We have
  sold thousands of windows to many, many customers. I always, always talk
  about Low-E coatings on the glass and explain to customers what they are
  getting, the one thing that changes with every customer is their knowledge
  of windows and glass, so I explain to them what glass they will get, ever so
  often we have a customer that insists that they want the glass or window a
  certain way. I will insist that the way we do it is the best way, if the
  customer insists again that they want what they want then I will relent and
  give the customer what they ask for. In this case we provided the windows with
  "No Low-E Coating on the glass'' If the customer did not understand what
  Low-E coating is then it is up to the customer to ask/find out before they
  sign the contract stating that they are getting windows without the Low-E
  coating.
  Corrections: 
  She did
  insist, why would I remove Low-E from the glass if she didn't?(Comes
  Standard on All our windows)
  Federal
  Grant Rebate is $*** per opening,(based on window performance) she has 7
  windows 6 or those qualify(Slider Windows Do Not) **** * * * ****
  How would
  the customer know what staff meetings we had?
  ****** *** ******* ** *** ********* ******* * ******** ****** ********** Again
  we have sold thousands of windows, We provide to the customer what the customer
  requests/signed off on. Any lack of knowledge is not our
  responsibility.