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:Customer Service 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 January we paid a deposit of 13k to have new windows and a door professionally installed. We were matching to our existing windows that we would replace later. The total bill was 31K. We agreed to have a professional job done. They forgot about us and were a month late by the time the install came so they sent very inexperienced installer with a trainee. I say not very experenced because he put in 2 windows wrong and had to take them out and redo them. One of them he couldn't even center between our kitchen cabinets.The work was far from professional and looks nothing like our existing windows or door. I expressed my displeasure many times during the install. I was told not to worry I would be totally happy at the end. I went to a big professional company instead of hiring someone cheaper on facebook to have a nice looking job done. I'm being charged for a 31k job and getting a 6k job. I have been in the showroom looked at all the brochures and website photos and nothing looks like the bad job I got. That is misleading the customer. The installation manager and sales rep are speaking to me like it's my fault because there are 2 different types of installations (and I as a customer and not a window installer should know that) We wanted the windows to match our existing except in black. There are gobs of bubbled up caulking and uneven trim. The patio door trim is some bent metal. It looks aweful. It is a barnyard job not a job for your dream home. I now have to pay someone now to fix this mess because NOVA will not. I should not have to pay for 2 installations to fix their mess. They think its a great job but I didn't see them taking any pictures for their website or brochures. They are just concerned about getting their commission My patio door is installed flush to the outside of the house that makes it susceptical to water damage. We are on a lake and get the north wind/weather hammering on that side of the house. The frame is some bent metal screwed together.

  

  Business Response

  Date: 21/05/2025

  We have carried out this project to above industry standards for retro fit window and doors, the issues surrounding some of the caulking raised by the client, we have accepted and advised these will probably need re-doing and have suggested a service appointment to be booked for this, this would need to be in a few weeks as the caulking needs to cure first, as regards the finish of the products, Retro fit installations are typically a Brickmold style window, butted up to an existing J Chanel, with metal drip caps for shedding water at the head of each window and door added or changed if needed, our showroom displays are all done this way and clearly show both products, the conversations between sales and the customer have clearly had this detail covered, even as far as changing the J Chanel color to black matching the new windows, emails can be shared where this had been explained and agreed too, the installation of the patio door is installed correctly, not sure where the information has been added that it isn't has come from, all window frames sit flush externally to the substrate(Sheathing) the external brickmold then wraps over the frame and sheathing connecting into either a J chanel or siding, the frame of the door is typically weather sealed with a flashing tape prior to any on site brickmold added(In this case the patio door) unfortunately our patio door manufacturer does not factory install brickmolds on custom sized doors, this is why this had to be formed on site with metal cladding, we use the cladding as its a direct color match to the door frame, again this is industry standards. The issues regards placement of the kitchen window, this was clearly marked on the drywall as to where it was going, not once while my installer was re-framing this window was he advised as to any specific desired location other than what had been drawn on the wall, it wasn't until the next day that this was brought to Derek's attention after the window was finished, only mistake ***** made here was to maybe go with his gut instincts which he didn't so we had to re-install this window, this was to no expense of the client, again the issue with the bathroom window, the orientation was correct on the works order which the customer signed of on, so ***** assumed this was correct, again once this issue was raised, ********* the sales rep was consulted and it was agreed that the window needs to be changed, we had a new window manufactured and installed within 24hrs, again at no expense to the customer. The timelines for installations are always estimated and delays especially coming out of the winter are not unusual, again we clearly advise in email form that customers are contacted a couple of weeks prior to lock in dates, the remarks regarding my installers not being experienced is actually so far of the mark, ***** is one of my most senior installers, he has been installing fenestration products for over 30 years and takes great pride in his work, His 4 years he has been with the company, I have to say this is the first complaint I have ever had regarding his workmanship, some very and concerning remarks made in a email received this weekend aimed at my install team have been shared with my lawyer. Going forwards here, we feel the installation has been carried out to industry standards and to the agreed contract, we accept some service issues to the caulking need addressing which we are more that willing to carry out once cured, at this stage we require full payment less a 10% holdback(Pre tax) until the service issues to the caulking have been completed, if we are not in agreement then I will proceed with legal proceedings. I will give the Customer until Friday May 23rd to make the payment. 

  Customer Answer

  Date: 21/05/2025

   I am rejecting this response because:
  
  
  What you are saying is not true. I also have the emails. This is what I was told about the installation from the sales rep  "for this application we will need to remove the vinyl siding
  around each window and door being replaced. We will install the
  windows and door then will have to re-install the siding.
  Keep in mind, some times if the vinyl siding is weathered or
  worn than the siding can crack when we remove it. We take every precaution to
  remove it carefully but occasionally this can happen. If it does and we need to
  get some more siding that will be an additional cost and hopefully we will be
  able tmatch the colour. This is not likely to happen but just wanted to mention
  it so that there are no surprises :) "    This tells me my siding might look different. I stated I didn't care about the siding as it needed to be replaced anyway. There is nothing in the showroom that looked like what I have.

  I have NOT been offered that to fix the aweful caulking job, they told me it was fixed and looks great. Obviously, it does not. The trim does not even line up. Its the first thing I see when I look out my beautiful new kitchen window is the aweful blobs of glaroing caulking and mismatched trim that look like a pre schooler put up. I have no problem paying for the windows, but this is not a 10k installation job. Far from it. I have alrady obtained legal counsel as well. You rushed the install, beacause you forgot about me and sent a trainee to work on my home. You advertise as a professional window/door company and are misleading customers. 

  

  Business Response

  Date: 23/05/2025

  Tell us why here...Further to your last response, I have included the complete email thread from ********* and yourself, the emails clearly show in detail as regards window sizes, color and designs and changes added when requested, it covers the details for the J channel and drip caps being added in, several occasions you have remarked that you would be changing the siding, so it reads as this would not be a problem for you, My installations manager also tried explaining that as the J channel isn't part of the window, these can be removed when you do eventually do your siding and can be either color matched to any new product, or the brickmolds to the new windows could be checked out to accommodate siding as required, potentially eliminating the need for a J channel at that point, Can we also note that Siding J cannot be welded as a brickmold can on a window, not sure if you are confused and think the J forms part of the window structure as it doesn't, its an accessory profile which tidies up the cut edges on the siding around windows and doors. I am also confused as regards the remarks that we had ran too slow and the installers we're dragging the project out for extra hours, and now we are being accused of rushing the project, I totally stand behind my employee's, my products and services we have provided to many customers over the 37+ years we have been in business, I have reviewed all correspondence, pictures and had meetings with all parties who have been involved in this project, its my same conclusion that we have carried out this project to above industry standards, using experienced trades people from sales through to installations in a professional manor throughout this whole project, and to confirm again, all work has been completed in a workmanship manor to industry standards and completion as per the agreed works order. We have a service request set up in the system for some paint touch up and caulking to be redone which can be booked once the sealant has cured, I have offered for you to hold back 10% of the pre-tax amount until we have completed this service, Again as the project is substantially complete, I am requesting the balance to be paid by 8am Monday May 26th to avoid legal proceedings

  Customer Answer

  Date: 23/05/2025

   I am replying this response because

  Re: job being rushed - I was told installation date end of March beginning April and I would get 2 weeks notice. I heard nothing so called to inquire at the end of April. I was advised my order had been ready for a long time but had a flag on it waiting for one of their more experienced installers but he wasn't available for a month or so but she might have something sooner. April 30 get confirmation for a May 5 install. I was forgot about and got a rushed job from the only installer available and he had a trainee with him who was learning on the job. 

  Re: Dragging out the job - Everything was done in slow motion. Everyone on the property commented how they never seen anyone work so slow. Arrive at 9:30 start at 10:00 Lunch at 12 for 90 min. Smoke break ever 30 mins. Pack up at 4 gone by 4:30 was the typical day. Walking back to the truck to cut trim pieces one by one. Explaining to the trainee how to do things. Giving the trainee on the job training to train on my home that I paid for a professional job, not a trainee to practice on. Explaining to the trainee that if they don't have a part/piece they need they just sit in the truck. etc etc etc. Not what we or anyone would expect from a professional company. I'm glad you stand by your installers they seem like nice enough people just did a bad job on my house. They trainee should have more experience before working on someones home.  That's why I did not sign off on the work. It looks cheap and sloppy. Trim does not line up and calulking everywhere. 

  I will pay the balance minus $5000 until my windows are fixed. If they are not fixed by you I will have pay someone else to fix them. 

   

  
  

• 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.