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:20/05/2025

  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.

  In the summer of 2020, we approached the
  business location for Alder Glass and enquired about windows as we had a
  couple of failed units. 
  Marc ********* from Alder Glass was dispatched to our
  home to do an assessment and measurement of our windows. Upon his assessment
  and evaluation of our windows he advised that since our windows frames were in
  such great condition that they would only need to replace the glass. As a
  result of his recommendation and assessment, we decided to do the entire home
  and replace all of the glass in the windows on the main level in our home since
  the frames were in excellent condition. 
  
  On August 19, 2020 we received a proposal from Alder Glass
  in which we would require them to replace the glass in 18 windows for a total
  of $******** plus taxes and $****** plus taxes for the handles.. On August 28th
  we paid a deposit of $******** for them to proceed with manufacturing the
  windows. The balance would be paid at a later date upon completion and a total
  of $******** was paid on October 21, 2021. 
  
  When they did come in 2020 to install the 18 windows, three
  of the arched windows were measured by Alder Glass and were measured
  incorrectly. These arched windows were taken out and the new ones were to be
  installed but they were not ordered properly and the old ones were put back in
  only to be reinstalled again at a later time in 2021, when they were
  manufactured properly. 
  
  Within one and a half years 13 out of 18 units had failed.
  Marc who came to look at the units said they had never had this happen in the
  past. We told Marc on November 27, 2020 that wind was whistling through the
  bedroom windows. There was black goo all over the windows, the bathroom window
  was not installed correctly and almost fell out on the ground. The opener
  windows were crooked and were not flush on the windows. The windows moved on
  the bottom when closing the window as the glass was too thick. The winter
  after installation, we also had frost on the inside and outside of
  newly installed windows, the heat was escaping the window. We did
  advise Marc of the poor workmanship with the windows.We were also very
  disappointed that the wood on all the windows was ruined by installing and
  reinstalling the windows. Some windows were replaced two times and others three
  times. We were very concerned that the windows were not sitting flush with the
  frame and were told by Marc that this is the way it was supposed to be.
  Although we were not happy with that answer from Marc, we didn't know that
  the windows were manufactured incorrectly. 
  
  It should also be noted that Marc at Alder Glass told us
  initially when the first crew came in the workers worked extensively in the
  commercial industry and not in residential. Also, one fellow was older and in a
  rush, and the other had just started one week ago. The damage that was done to
  the frames while getting the glass in and out and back into the frames was
  terrible. The workmanship was so unprofessional. ** ****** **** ** ***** **** I
  had to clean up after their mess and vacuum and wash the dirt that was
  brought in. 
  
  It should be noted that we took such good care of our
  wooden frames on our windows. Actually all of our home is in  very
  good shape as we take pride in being responsible homeowners. 
  
  In November 2022, Gord ***** from *** glass came to look at
  the windows and identified that these were errors and fog and moisture were
  getting into the glass between the windows. Gord stated Alder ordered the
  wrong glass for the windows. He said they would be remanufactured as we had a
  warranty and would be installed in the spring of 2023. 
  .
  After much hesitation from Alder as to who would pay to
  reinstall these 13 defective windows, they did send a crew to install them. On
  May 11, 2023 we were told by Alder they would install the windows at no charge,
  but the warranty on the installation would only be one year. The glass had a
  warranty for 10 years from 2020. 
  
  It should be further noted that Alder Glass installed
  several of the units with a different color of glass. Two colors on one window.
  Now we can see a gray and a green colored glass on each window. We told them
  that was unacceptable and they said they changed the design type of the window
  and they would not change the colors to match. As well, the spacers in the
  arched windows are thicker than the lower windows on the same unit, which is
  quite noticeable. 
  
  Kevin was provided with the caulking to fill in any
  imperfections when they left. Kevin also had to purchase weather stripping as
  Alder Glass didn't provide any for us. They stated that the
  weather stripping was old and brittle but they were not able to find any,
  however, Kevin was able to purchase the weather stripping
  himself.  
  
  Alder Glass only called us when the weather was raining or
  very cold. We felt we were only a fill in job and they would call when they
  were on their way from another job. Only once in a while did they call or email
  to make an appointment to come. Mostly, they would just show up
  unannounced.   
  
  SInce 2023, we now have at least 7 more windows that have
  once again failed. We contacted Alder Glass who directed us to deal with Gord
  ***** at *** directly, even though payments in full were made directly to
  Alder Glass and not ***. We were in touch with Gord and last received an email
  from him on February 3, 2025 stating that he hasn't forgotten about us and
  he would contact us once the weather warmed up. It is now May 16th, 2025 and we
  still haven't heard a word.
  
  It should be noted that we have many pictures and emails
  from Alder Glass and Gord ***** from *** Glass.  
  
  ******* *********** 
  
  ** *** ****** *** ** *** ******* ****** **** ********* ****** ** *** ****** **** *** ********* ***** **** ****** ****** ****** ** *** ********** *** *** ******* **** **** ******** ***** ** ** ******** **** * *** ****** **** ********** ** ******** ***** *** ****** ** ***** **** ****** *** *** *** ************* ** ** *** **** ***** ***** ** ******* *** *** ******* ***** ** *** *********** ************ **** ***** 
  
  * ****** **** *** *** *********** **** ****** ******* *** ***** *** ** ******* *** ********* **** *** **** *** **** ** *** ** *** **** ******** *** **** **** ** **** ********* **** *** ************** ** ******* *** ***** ******* ** ********* *** ****** ******* **** ***** **** ***** ** * *** ** **** *** ******* 
  
  ** *** ****** *** **** **** ** ********** ***** ***** **** ******* ** **** **** *********** ********* ** **** **** ****** ** ** ******* **** ***** ** *** ************* 
  
  ** **** ***** **** ** *** ******** *** ******* ******** ** **** **** **** ** **** ****** *** ******* ** ****** ***** 
  ** *** ** ********* ** ***** ********* ***** *** **** ***** *** **** ********** ** ********* **** ******** *********** ** *******  **** ********  ***** *** ***** ******** 
  
  
  

  

  Business Response

  Date: 02/06/2025

  Kevin & Angie:
  
  We're sorry you're not satisfied
  with your experience with Alder Glass. This is our 50th year serving
  the Winnipeg area in both the residential and commercial markets and it is our
  desire that all of our customers are satisfied.
  
  For greater clarity, we did not
  change the windows but the sealed units within the windows.  Repairs and maintenance of the window frames
  and hardware will still be required.  When
  changing sealed units, we can only offer the shade of Low E glass or the size
  of spacer bar that is provided by the sealed unit manufacturer.
  
  Upon our initial visit five years
  ago, we informed you that most of the wooden frames appeared in good condition,
  despite their age.  We discussed with you
  that the paint on your wood stops and frames was old and chipping away, which
  could lead to rot damage, if left in its current condition.  This was particularly emphasized with the
  master bedroom window that unfortunately had developed some wood rot.  Upon our most recent visit to your home three
  years later, the windows remained unpainted, had visible signs of normal wear,
  and no additional repair had been completed.
  
  After you had several sealed
  units fail, we arranged an inspection around your busy work schedule. We
  arranged for the architectural consultant of the sealed unit manufacturer to
  attend.  Although surprised, they came to
  the conclusion that their product was unfortunately faulty and, to our
  knowledge, they have warrantied all your failed sealed units from the original install.
  
  Since you requested a copy of the
  warranty information before we began, you'll understand that the sealed units
  are warranted by the sealed unit manufacturer. We do not manufacture the units
  and thus cannot warranty them.  Our
  installation service comes with an additional 1-year warranty.  Despite being well outside the warranty
  period, we understood the situation and decided to waive our installation fee on
  the warrantied units in order to help out.
  
  We have always worked around your
  availability in an effort to ensure a satisfactory outcome.  We're sorry you don't feel that way, despite our
  going above and beyond while addressing your concerns, offering professional
  experience and information, and providing free installation services.
  
  Thanks,
  Alder Glass

  Customer Answer

  Date: 10/06/2025

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

  We are responding to the BBB response from Alder Glass dated June 3, 2025. ****** ****** *** *********** ***** ** ******** ** *** ******** **** ** ***** ****** 
  
  
  

  It should be noted that Alder Glass was well aware of this situation with the sealed unit glass in our windows as it was them who washed their hands of us and decided it was in our best interest to deal directly with *** Glass and not with Alder Glass after the third and on some windows fourth failures. The money was paid directly to Alder Glass and they have advised us in writing that they no longer would deal with us. Therefore, we are requesting; 

   

  1) that Alder Glass pay for the replacement of all 9 complete window units (18 sealed units) as it was Alder who damaged the window frames, mouldings and sashes and there are another seven windows that have failed once again. We have been waiting to hear from Gord ***** at *** Glass for the last year. We have not received a response from him. Meanwhile the warranty keeps ticking. After five years, we are no further ahead in resolving this unfortunate situation. 

   

  It should be noted that Alder Glass were the ones who told us our window frames were in decent condition for us to replace the glass only and NOT the entire window. Would have they told us that the entire window should have been replaced, we certainly would have done that. However, as consumers we have relied on Alder Glass's expertise to provide us with a service and product that would not fail on such a spectacular basis. Upon failure of the 13 units, Marc ********** from Alder Glass said he had never seen so many sealed units fail in a home ever.

   

  In our opinion, Alder Glass failed to provide a suitable product for the replacement sealed units. As stated previously, on the three front windows, there are two different spacer bars being used, as well as two different colors of glass. Alder is stating that it was the manufacturer who did this, but the money was paid to Alder Glass. Once again, as a consumer, this was not our fault and we should not be put in a situation for us to resolve this. As consumers, we relied on the knowledge and expertise of Alder Glass who have failed to provide us with proper windows and professional workmanship on the installation of the units.  . 

   

  With regards to Alder Glass's comment about the wood on our windowsills, it should be noted that we have painted the wood and furthermore at the time you were here, we didn't paint the wood prior to you coming to install the sealed units in late fall. 

  The sealed units provided by Alder Glass failed over the winter. I ask, why would we paint any windows before you came back to reinstall the 13 sealed units that failed? We are seniors and we did not have the money to pay for someone to continuously paint every time you were here installing and reinstalling these sealed units. As I stated these windowsills have been painted for the last few years even though we are still waiting for Gord ***** (AGM Glass) to contact us about replacing sealed window units yet again, which would result in us having to repaint these windowsills. It should be noted that we relied on Alder Glass to provide the customer service along with their knowledge and expertise in order to resolve our window issues and not to make matters worse.  

   

  We appreciate the fact that Alder Glass returned to reinstall the 13 failed sealed units. However, moving forward as consumers we should never have been placed in the middle of the manufacturer's defects and Alder Glass. It was the proper thing for Alder to come and reinstall the failed 13 windows. This was not our fault that the windows failed and Alder had to return to reinstall them. In the event everything was done properly from the onset, we would have not had a reason for Alder to come back to reinstall these sealed units. 

   

  Based on the fact that these windows now have mold, the window frames/mouldings/sashes are damaged, there is a different color of glass on the windows, and several have failed once again, we are requesting that immediate action be taken to resolve this issue. We do not wish to have these sealed units replaced again and are requesting the entire complete nine windows in the home be replaced.  We do not want more sealed units manufactured by AGM Glass and installed by Alder Glass that will fail on us. This is very unfair to us as a consumer. We have paid $8,271.20 for these sealed units that failed, not to mention the frustration and stress caused to us as well as our window frames, sashes and mouldings.  

   

  As you know black mold on windows is dangerous and will have an effect on our health. We are therefore requesting an immediate resolution.   

   

  As previously stated, we relied on Alder Glass's expertise and knowledge and as a consumer we feel that we have not received a satisfactory product or professional installation of the sealed units for our windows. We have paid Alder Glass for an unsatisfactory service and product.  

   

  Desired resolution; 

   

  As previously stated, all the windows suffer from damage to the frame, sashes and mouldings along with several failed windows. 

   

  We are requesting that Alder Glass replace all the windows with new entire units consisting of windows, frames and glass. Alder Glass should also pay for the installation of all the units. In total, there are 9 windows, a total of 18 sealed units. 

   

  We are disappointed by the response from Alder Glass on June 3, 2025 to the Better Business Bureau as they did not provide a resolution or address any of our concerns regarding the poor workmanship on the installation of the windows, or the failed sealed units, the mold, and the different color of glass. 

   

  Your prompt attention in resolving this matter is appreciated. It should be noted that we have been trying to resolve this matter for 5 years.

   

  Kind regards,  

   

  Angie and Kevin Anderson 

  4818 Rebeck Road

  Narol, Manitoba

  R1CC7

   

   

  
  
  
  
  Sincerely,
  
  
  
  Angie And Kevin Anderson

  

  Business Response

  Date: 21/07/2025

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

  We’re sorry you had an undesirable experience with our company.

  It seems that there has been some confusion with regard to the warranty.

  ** ** ******** ** *********** ******** ** *** *********** *** ********* ******** **** ** ***** ******* ** ********* ** ***** ******  *** ******** **** **** **** *** ******** *************  ********* Alder Glass does not and has never warranted any product we don't manufacture.  Although we will assist customers during the warranty process, the warranty replacement ultimately rests with the manufacturer.

   

  In this case, the sealed unit manufacturer offered a warranty on defective sealed units and subsequently remanufactured the sealed units.  Alder Glass, in an effort to help the customer, agreed to extend the installation warranty and install several warranted sealed units free of charge.  When the customer insisted on communicating directly with the manufacturer, we decided to step back, as we were no longer directly involved in the conversation.  We had already fulfilled all our requirements in accordance with our contract, extended our installation warranty past the normal warranty period, and communicated all relevant information to all involved parties.

   

  Thanks,

  Alder Glass