Complaints

This profile includes complaints for Pollard Windows & Doors's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Pollard Windows & Doors has 3 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Pollard Windows & Doors

  1217 King Rd PO Box 507 Burlington, ON L7R 3Y3

• 

  Pollard Windows & Doors

  23 - 3200 Dufferin St North York, ON M6A 3B2

• 

  Pollard Windows & Doors

  1217 King Road Burlington, ON L7R 3Y3

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:01/03/2023

  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.

  We moved in to our new house on August 2012, our home was build by ***** ******** in ******-ON. Our house has 25 years of warranty for windows with pollard Windows company. We have attempted several times since May 2022, to have some of our window glasses change due to broken ceiling of glasses/or the quality of glasses are not good probably. Last year in May 2022, we had Pollard window staff attending our house to measure our glasses to be ordered and replaced since we had warranty. But after few weeks the Pollard company manager refused to change the glasses and reported our house only had 10years warranty and Not 25yrs. When we asked the company to provide our file or documentations to proof when our warranty doc. with their company to be provided to us, their staff **** *********** refused to do so. **** reported they only can provide the records of our house warrant to the builder "***** ******** ***". We have communicated several times via email and phone calls but Pollard windows refuses to provide documentations to us since. We also contacted ***** ******** company in ****** to obtain our file and their manager said they do not keep any documentation for our home and since we are the owner of *** ******* ***** in ******, then pollard windows company Must provide all records for warranty to the owner only and Not to ***** ********.
  We have proof of emails communicated with Pollard windows company and left several messages via phone, but not successful to access our records.
  We are sure when we bought our home we were told by ****** ******** Representative that our window glasses are covered for 25years of warranty.
  We need help to access our records for our home with Pollard windows. In addition they provide new window glasses for our windows as soon as possible because we know we have 25 years of warranty, but this company is trying not to deliver services to us.
  ***** ***** *** ******** *************

  Business Response

  Date: 08/03/2023

  Sorry for your experience. ****** *** the Pollard Warranty that was in effective from 2004-2008.

  Your home was built in 2007 with windows that required special order glass with two faces of Solarban 60, manufactured by an independent supplier. Our warranty clearly states glass manufactured by an independent supplier has a 10 year warranty, see the bottom of page 4 of our warranty document ******** ****.

  I understand we had provided you with a quote for the glass replacement last year, which has since expired. If you are interested in proceeding with the repair, I can see that no cost increases will be applied to your quote an if any further discounts can be applied to your service. Please advise us at ************@**************.com.

  Customer Answer

  Date: 15/03/2023

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

  As I wrote in my initial complaint application, ***** ***** *** ******** ************* are the owners of *** ******* ***** in ******-ON, we need to access and have a copy of our warranty documents with respect to our house windows with Polard company (File disclosures) which Polard  has company has refused to provide to us and their reason is that the builder has only the right to have access to our home warranty or any documents about our house in their system. But we did contact the builder (****** *********) and they said Polard window must provide the documents about our home warranty directly to the owner of *** ******* ***** in ****** and ****** *********/builder is Not responsible  and Polard window company must provide the documents for our window warranty directly to the homeowner. * ****** ******* ***** **** ** * *** ** ******* ********* **** ****** ****** ******* *** ****** *** ** *** ****** *** ******  ******** ****** ** **** ** ** ****** *** ******** *** ***** ***** *** **** **** ****** *******.
  
  
  
  Sincerely,
  
  
  
  ***** *****

  Business Response

  Date: 23/03/2023

  Unfortunately, we cannot provide you with the original order document for customer confidentiality reasons. We would require written permission from the builder customer to disclose any information. We recommend you contact ***** ******** to obtain the original order information. The warranty ** ******** previously is accurate for the products we provided for the construction of your home at the time of installation by your Builder. The specialty glass specified in the service quotation is a direct replacement for the glass specified on the original order. Please contact us if you would like to proceed with the work.

  Customer Answer

  Date: 03/04/2023

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

  maa I mentioned in my previous and initial form. ****** ********* advices us that the Polard company is responsible to provide warrant document for our home to us the home owners and since ***** ***** and ******** ************* are the owner of the home on *** ******* ***** we must have access to our file. Polard windows company Must provide the documents to us as soon as possible. 

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

  Business Response

  Date: 19/04/2023

  As stated previously, we require written permission from the builder (****** ********) to disclose any information. Our records indicate you are no longer under warranty.

  Customer Answer

  Date: 26/04/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: WE are the owner of the house at *** ******* ***** and ****** ******** has already told us they are not involved and Pollard Company Must provide the warranty or any documents with respect to our home to us the owners of the home. 
  
  
  
  Sincerely,
  
  
  
  ***** ***** and ******** ************* 

• Initial Complaint

  Date:14/11/2022

  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.

  Purchased a full and complete set of doors and windows for new home construction, including the maid door entrance. Windows and doors arrived in two different deliveries. First delivery was packaged, wrapped, and protected. Second shipment came without any protection. We installed the windows and doors. After installing the main door entrance, it would not close properly, misaligned, hinges are loose, and it would not close properly. We contacted the sales person, he met with the directors at the head office and agreed to replace the door completely at no cost. We have been waiting for the new door for six months. After several attempts contacting the company, we always get the same response (waiting or some parts) after six months of waiting, now Pollard is asking for $2,088.35 + HST. We declined to pay the extra money and asked Pollard to either fulfill their commitment to replace the main door, or service and fix the current installed door which is still under warranty. As usual, we are not getting any response from Pollard on any direction, and what the next step is… not to mention, still missing some window screens which we paid but did not receive. Pollard is not giving us any response neither direction on what they are planning to do. I am asking Pollard to stand behind their products quality, and promises, and provide the warranty they promised us when we made the purchase.. and we are asking them to at least answer our phone calls and reply to our emails.

  Business Response

  Date: 25/11/2022

  Hi *****,

  We are sorry for your experience and for the delays in getting back to you. **** will be in contact with you to resolve the issue and to complete the repair.

  Best regards.

  Customer Answer

  Date: 02/12/2022

  
  
  Complaint: 18394556
  

  the office referred me to discuss the matter with **** (Sales person) which he agreed to conduct the service and replace the main door.

  however, **** is not getting any response from the service department at the head office to commit to a date to conduct the service. 

  the service department is holding this matter to be resolved, 

  at this point, I have been promised to resolve this matter several times, and no action at this point.

   

  Sincerely,
  

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

  Business Response

  Date: 19/12/2022

  Hi *****,

  Unfortunately, your service has been delayed due to the labour shortage. We are in the process of finding installers to that will perform the work at your location. We want to expedite the service as quickly as possible and hope to secure a team very soon.

  Customer Answer

  Date: 23/12/2022

  
  
  Complaint: 18394556
  
  
  
  I am rejecting this response because:

  after several attempts to call for service due to exiting air leak, today, your products and its quality was put under the test and failed significantly.

  all slide doors and two kitchen windows were leaking actual snow to inside the house. I mean actual snow, (see attached pictures)

  not to mention, other windows were leaking air. 

  due to the mentioned defects and in your products quality, we experienced hard time to maintain a warm temperature in the house. two heating units were working around the clock and were not able to keep the house warm.

  we are really seeking some prompt action ASAP to resolve this issue, and we are expecting Pollard stand behind their quality and service.

  we cannot wait to until Mid January to find some labor to have theses issues fixed.

  we believe that pollard have a decent number of labor individuals to conduct service call..

  please have your service crew over ASAP to fix the leak .

  *** ******** ******** *** ******.

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

  Business Response

  Date: 09/01/2023

  Sorry *****,

  Our office and plant was closed on December 23rd when you contacted us via email. 

  We will inspect your sliding doors and windows that experienced air infiltration under the extraordinary winds during the recent storm. Our Service Dept has been informed and they will address it when they are scheduled to complete other services at your home.

  Your Customer Service Rep will follow up with you with timing, if not already done so.

  Thank you.