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:06/02/2025

  Type:Facilities 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.

  My mother was about to leave for the day and noticed one of their trucks blocking her while working on a neighbour's home. For a week they had been blocking the only road/fire lane while they worked, but she was agreeable. On this day she quickly ran down to say to the driver she was about to leave, so if he could back out and let her exit, she would allow him to park in HER spot for the day, as she has been doing all week. The young man that was in the truck immediately started angrily yelling at my mother, claiming it was too hard to back out and he can't turn around (there is nowhere to turn on this street, ******** **). After some more unpleasant words from the employee, he got in his truck, slammed it into reverse and hit my mother with the trucks side mirror when he backed up quickly and aggressively. Rather than patiently wait for my mother to clear the road, he hit her with his truck before she had the chance to step aside. This left a bruise on her ribcage. She is 70, frail and has osteoporosis. I contact the company about this and was met with a dismissive email from the manager that they don't want their client (not my mother) to be upset so they will follow up with them (not part of the incident). I never heard anything again and fear this angry, reactive young worker is going hurt someone else with the company vehicle.

  

  Business Response

  Date: 05/03/2025

  in response to this complaint. We did try to reach out to both the victim and her daughter to find out the full details before running our own internal and external investigation with our employee, a witness at the time this event occurred and our own HR Manager. Some of the remarks left here are untrue to say the least. From speaking with our employee and a witness, the driver did not speak disrespectfully or was aggressive in any way, it sounds like he was moving the vehicle slowly but the complainant would not move and was standing close up to our vehicle, it sounds like the wing mirror may have brushed the complainants shoulder, She wasn't knocked to the ground or anything that would call for concern, my driver even asked if she was OK and was told yes. the wing mirror is at such a height that the remark regarding bruised ribs just does not make any sense, its a Ford Transit Cargo van and the wing mirror on ones of these vehicles would be at shoulder height for most fully grown adults. its unfortunate this event occurred and we as a company send our sincere apologies for any stress this may have caused to all concerned.    

• Initial Complaint

  Date:14/12/2023

  Type:Customer Service 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.

  In August I contacted them to get a quote on 3 windows and 2 doors plus 2 storm doors. I ended up going with 2 stoem doora, 2 doors and 2 windows. I paid on September 6th a bank draft of 10000$ and was told it would be ready around mid January. So I went ahead and booked my contractor to do my backsplash then, as the window needs to be installed. Today December 14th I called, and despite having my 10,000$ they had lost my paperwork, said sorry and said it would delayed. So I called back and asked to talk to the biggest boss (president) but they sent me to the sales manager. She said, she would send someone next week to make final measurements, but it wouldnt be ready at least till the end of January. And even longer for the doors. I had a 700$ window from Atlantic window a few weeks ago, arriving the wrong size, and within a week I had my new window, delivered by the manager himself with a 200$ discount. How is it that Nova Windows and doors just wash their hands like it was nothing and think I should accept the fact that they lost my file while holding on to my 10000$ ? I dont want anymore delays because of incomptency, I am sick and tired of this and it needs to be resolved. Thank you

  

  Business Response

  Date: 15/12/2023

  We are more than sorry for the delays and doing everything we can in getting this order put into the system and rushed through, as explained by ********, we are at the mercy of our door supplier and will be asking to have the doors put into production as a priority, once we get the survey back on Monday we will speak with the door supplier and advise then, our timelines for Mid January would have always been estimated but hoping we can still be near to these anyway. I will look at some kind of discount if we do get delayed beyond that point. if needed we can have the windows installed as soon as they are ready if these are holding up other trades coming behind us, the doors we would install as soon as they get shipped into us, I am hoping to get some dates for the door delivery shortly and a better plan can be put into place then.  

  Customer Answer

  Date: 21/12/2023

   I am rejecting this response because: at first the company seemed alright to fix the issue. They sent someone quickly for measurements and said I could grt my windows 19th January and doors later, which I was fine with, as really only the late windows will make me lose money with my other contractor. But then turns out he wants to do all the installation of everything mid February, which is unnaceptable for the windows. 

  At this point they should assume the extra gas, and labour to send someone to do the windows first, and the doors in February. 

  Please avoid this company, they will take your 10000$, lose your paperwork, and assume no responsibility. 
  
  

  
  

  

  Business Response

  Date: 21/12/2023

  I am a little shocked at this response, i have been in constant contact with updates as a priority with the client once they got received, I have no control on the dates for the doors coming into me from our door vendor. Our initial conversations we're to install the 2 windows and 1 door first around mid January as we we're led to believe we could maybe get one door sooner than the other, I literally responded today to advise that the ship date for both doors would be Feb 9th and suggested  it made more sense in doing the whole project as a whole on week of Feb 12th, I haven't been given the time to respond to the last email received in offering to do the windows first and break up the project into 2 parts as it was delaying another contractor coming in before this 2nd complaint was made. I accept there was a mistake in lost paperwork, but the initial dates suggested at the time of the order we're always mid-late January, i don't see how we are responsible for out of pocket costs due to delays that haven't even happened as yet. At this point i am not sure what else i could do here, Maybe cancel the order and give back the down payment?

  Customer Answer

  Date: 21/12/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 21010696, and find that this resolution is satisfactory to me.

  Business will install windows in January and doors in February. There has been a miscommunication issue and I jumped the gun on the last response. Business is showing up and owning up to their mistake. I believe that the same situation would never happen again anyway.