Complaints

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

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  Nordik Windows & Doors

  1365 Bonhill Rd Mississauga, ON L5T 1M1

  
• 

  Nordik Windows & Doors

  556 Bryne Dr Barrie, ON L4N 9P6

  
• 

  Nordik Windows & Doors

  353 Arvin Ave Stoney Creek, ON L8E 2M6

  
• 

  Nordik Windows & Doors

  10 Estate Dr Scarborough, ON M1H 2Z1

  

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:05/05/2025

  Type:Order 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.

  Complaint Description:
  
  In January 2025, I entered into an agreement with Nordik Windows & Doors based on the direct assurance of their sales representative, *****, who told me I would qualify for the ****** ******* ***** Loan — a government financing program offering 0% interest over 10 years.
  
  I was very clear that I could not move forward without this financing. ***** assured me several times that approval would be “no issue,” and that manufacturing of the windows would not begin until my financing was confirmed. Based on these representations, I paid a deposit of $8,000 in good faith.
  
  Shortly after, I was informed that I did not qualify for the loan. Instead, Nordik offered me a private loan with 22% interest, which is entirely different from what was presented. I immediately requested a cancellation or refund, explaining that the terms were misrepresented and that I would never have agreed without guaranteed financing.
  
  I was told I could not cancel because:
  1. The contract was not contingent on financing (a key point never disclosed to me verbally), and
  2. I was past the 10-day cancellation window — even though I had acted in good faith based on the promises made by their representative.
  
  Despite following up four to five times by phone, email, and through the original rep, I’ve received no resolution or meaningful response. I even offered to pay the full remaining balance by credit card if Nordik would offer a fair discount to account for the unexpected cost increase — but again, I was ignored.
  
  I’m now stuck with:
  • A large deposit that was intended for other necessary obligations,
  • A financing program that doesn’t exist in the form I was promised, and
  • No windows or clear resolution.
  
  This entire process has caused me financial and emotional stress, and I feel completely misled.
  
  I am ready to proceed with payment immediately if this offer is accepted. If not, I will continue to pursue this through formal channels.
  
  Sincerely,
  ****** *********

  

  Business Response

  Date: 05/05/2025

  Thank you for bringing your concerns to our attention through the Better Business Bureau ******. At Nordik Windows and Doors, we take all complaints seriously and are committed to addressing them with transparency and professionalism. However, we must respectfully disagree with your account of events.

  The contract you signed with Nordik Windows and Doors for the purchase of energy-efficient windows and a door was clear and unambiguous: it is not contingent on financing approval. The agreement explicitly states that financing is available upon approval, and a 30% deposit is required to initiate production. You reviewed and signed this contract, agreeing to these terms, and paid the deposit to begin manufacturing. Your claim that our sales representative guaranteed financing approval or promised manufacturing would not start until financing was confirmed is inaccurate.

  We are sorry to hear about the stress caused by your loan denial and the financial challenges this has presented. However, Nordik has no decision-making authority over loan applications, whether through government programs or third-party lenders. Approval is neither implied nor guaranteed, and the contract you signed reflects this. When your application for the ****** ******* ***** Loan was denied, we promptly informed you of alternative financing solutions available to you, contrary to your claim of “no meaningful response”. Your custom-made windows and doors, manufactured specifically for your home based on the signed agreement, are ready for installation, and we look forward to completing the project at your residence shortly.

  Regarding your requested remedies, we will not be refunding the $8,000 deposit, canceling the contract, or providing a further discount. The deposit was paid in accordance with the contract to initiate production, and the terms you agreed to obligate you to proceed with the purchase. We regret any misunderstanding about the financing process, but the contract’s clarity and your decision to sign it bind you to its terms. We remain open to working with you to schedule installation at your convenience. Please contact our installation service team at ************ to arrange next steps or discuss payment options for the remaining balance, which is due upon completion of the installation.

  We value your feedback and are committed to delivering the high-quality, energy-efficient products you ordered. We hope to resolve this matter professionally and complete your project to your satisfaction.

  Customer Answer

  Date: 05/05/2025

  
  
  Complaint: ********
  
  Thank you for your response, but I must respectfully disagree with your position and reaffirm that this issue is not simply about what the written contract states — it is about how the agreement was sold and verbally presented to me, and the false assurances given by your representative, which directly impacted my consent.
  When I met with your representative, *****, in January 2025, I was told multiple times that the ****** ******* ***** Loan program — offering 0% interest over 10 years — would be "no problem" and that I would qualify. I was very clear from the beginning that I did not have the funds to proceed with the purchase without this program. ***** acknowledged that, reassured me, and encouraged me to proceed with the deposit, stating manufacturing would not begin until the loan was approved.

  Your written response attempts to shift all responsibility to the client, but this ignores the fact that I relied on false and misleading verbal representations from your staff in making a significant financial decision. That is misrepresentation, and it materially influenced my willingness to sign the contract and pay the $8,000 deposit.
  Furthermore, your claim that I was promptly informed of alternatives and received appropriate responses is incorrect. After learning that I did not qualify for the loan, I reached out multiple times — by email, phone, and through ***** — requesting support, a revised offer, or even just a conversation. I was ignored. I offered to pay the full balance by credit card if a fair discount could be provided, and I received no meaningful reply. This lack of engagement only increased the financial stress I was trying to avoid by pursuing government-supported financing in the first place.
  To be clear:

  I was verbally promised approval and a timeline that was not honored.
  I was not told financing was conditional until after the deposit was paid and windows were in production.
  My requests for a revised payment structure or compromise were ignored.
  The fact that the contract uses fine print to legally protect the company does not excuse the sales tactics that led to this situation. I am not disputing that a contract was signed — I am disputing the conditions under which it was signed and the sales behavior leading up to it.
  
  Final Request:
  To resolve this matter amicably, I again offer two options:
  A full refund of the $8,000 deposit, due to misrepresentation and a fundamental breakdown in trust,
  OR
  A reduction of $5,000–$10,000 on the remaining balance, considering I now have to pay the full amount upfront via credit card, absorb interest costs, and was misled on the financing availability.
  If neither resolution is offered, I will proceed with additional action — including filing with the Consumer Protection Branch of Ontario, leaving public reviews, and possibly seeking legal counsel. This is not just a contractual dispute — it is a case of a consumer being misled and ignored.

  Sincerely,

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

  

  Business Response

  Date: 06/05/2025

  ******,

  Thank you for your follow-up response. Nordik Windows and Doors remains committed to addressing your concerns with transparency and professionalism, but we must firmly disagree with your portrayal of events and reiterate the facts to ensure clarity.

  You signed a binding contract with Nordik Windows and Doors on December 2, 2024, and paid the $8,000 deposit on December 18, 2024, agreeing to our terms and conditions for the purchase of custom-made, energy-efficient windows and a door. The terms clearly state that financing is subject to approval. Your claim that conversations with our sales representative, *****, in January 2025 constituted misleading sales tactics is baseless, as you had already committed to the purchase in December 2024. The contract you reviewed and signed was transparent, and no one at Nordik forced you to enter an agreement for windows you could not afford. As a realtor, you understand the importance of due diligence before signing a contract. Would you advise a client to commit to a home purchase without securing financing? The responsibility to verify loan eligibility with lenders rested with you, and your decision to proceed without confirmed financing does not constitute misrepresentation by Nordik.

  We are sorry to hear about the stress caused by your loan denial for the ****** ******* ***** Loan program. However, Nordik has no authority over third-party financing decisions, and approval is not guaranteed. Your assertion that manufacturing would not begin until financing was approved is incorrect; the agreement clearly states that production starts upon receipt of the deposit, which you paid on December 18, 2024. When your loan was denied, we offered alternative financing options, which you declined, contrary to your claim of being “ignored”.

  Regarding your requests, we will not be refunding the deposit, canceling the contract, or providing a $5,000–$10,000 discount. The contract you signed obligates you to proceed with the purchase, and we are not required to restructure payment arrangements or offer discounts. The deposit was paid to initiate production, and the terms you agreed to are binding. Your intentions to pursue action through the Consumer Protection Branch of Ontario, post defamatory reviews, or seek legal counsel are unfortunate but do not change the facts: Nordik adhered to the contract, provided clear terms, and did not ignore you. Our hands are clean, and we are prepared to respond professionally to any further actions you choose to take.

  We of course would prefer to schedule your installation at your earliest convenience and provide you with the incredible product, professional installation and 25-year warranty you signed up for in the first place.

• Initial Complaint

  Date:21/01/2025

  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.

  I entered into contract with Nordik windows for 3 new windows @ my residence. Installation began 09 Jan 2023.
  All 3 windows have failed. I called Nordik on 12 Sept. 2024 to file a warranty claim. I was put on hold 10 minutes without sound or activity. I terminated call after 10 minutes.
  When installers originally attended, they brought 5 1/4" baseboards to frame the dining room window. They also shot a brad nail through casing of my livingroom window.
  After few more attempts at contact, an app't was arranged for Manager Kevin & tech Jason to attend on 27 November @ 0900. They were shown the multitude of errors on this installation.
  Word from Nordik is this severe condensation "is normal" & they aeren't going to replace the glass. (None of my other (older) windows have this problem - neither do any of my nieghbours). Its obvious the thermal barrier in these windows is non-functional / failed.(I am able to supply pics).
  I was contacted by Nordik they were sending a tech out to fix some of the problems on 17 January. 2025 between 0800- 1200. Tech did not show, & I received no prior notice.When I called Nordik, I was told that he was to arrive between 1200-1400. I had to explain that time was erroneous as I have the original e-mails to the contrary. Another app't arranged for 20 January 2025 between 1200- 1600. Tech did not attend, & I received no notice until 1625 he wasn't coming.
  I want these windows removed, my money refunded in full and I will gladly take my business elsewhere.

  

  Business Response

  Date: 23/01/2025

  Thank you for bringing your concerns to our attention, and we sincerely apologize for the frustration and inconvenience you’ve experienced. This is not the level of service we strive to provide.

  We are committed to resolving these issues and want to reassure you that our process includes inspecting, repairing, and replacing products as necessary to meet our high-quality standards. Given that the previous repair attempts have not resolved the issue, we have ordered replacement glass for your windows.

  Our warranty service team will keep you updated on the status of the replacement parts and will reach out to schedule reinstallation at a time that is convenient for you once the materials are available.

  Thank you for your patience and understanding as we work to make this right. Should you have additional questions or require further assistance in the meantime, please don’t hesitate to contact us.

• Initial Complaint

  Date:22/04/2024

  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.

  We are coming up to 3 years now and the new window and door installation job is still not complete. We have had over 15 service calls where my husband and I have had to take time off work to be here and yet the job is still not done. Anytime we phone to speak with someone we are told no one is available and someone will call us back but that is never the case. This company has no problem sending threatening emails for payment for a job that is still not done. We just want our file closed as we know the job is never going to be completed. ******** ******* we wish we never dealt with them. **** ***** *** ******* ***** **** ** *** ******** *** ******* ** *** ** ***** ** *** ***** ** ** ******** * ****** *** **** ***** ** **** *********

  

  Business Response

  Date: 25/04/2024

  We apologize for the frustration and inconvenience you have experienced with your window and door installation. Your feedback is valuable to us, and we regret that we have not met your expectations. We are committed to ensuring that any outstanding work is completed to your satisfaction. If there are specific issues that still need to be addressed, please let us know so that we can schedule a service call at your earliest convenience. Alternatively, if you wish to close your file and discontinue further service, we can arrange for this upon settlement of your outstanding balance. Dan and Surana from our office has reached out to discuss the next steps and how we can best resolve this matter to your satisfaction.
  We understand your disappointment and thank you for bringing your concerns to our attention. We value your business and hope to have the opportunity to address your concerns and restore your confidence in our company.

• Initial Complaint

  Date:04/03/2024

  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.

  I ordered a steel door from this company Sept 21 2022 from the sales rep katiely. When the door arrived it was incorrectly installed, opening the opposite way. So they reordered just the frame. Again coming back to reinstall, we did noticed that the door was not sealed properly because we could hear all traffic from outside, as well as a cold draft coming in, I called about this and they said it was because I was used to having a wooden door. 5 months later We had a break-in, the intruders had very easily kicked the front door in, *** ******* *** ******* **** *** ********* and three sets of keys were also taken, we contacted our insurance company, they recommended another company to come and check out the issue with the door, When they arrived they did ask if the worker from Nordik knew how to properly install a door, the window pane was on backwards, the hinges were upside down, the dead bolt did not go all the way in, and the wire that connects to my porch light was cut, * ** ****** **** **** ** ** *** ***** *** ******* ** ** ****** ** **** * *** ***** ** *** ***** **** ** *** **** *** ***** When I called to tell them about this ********** incident, they simply said I’ll be sure to put that in your file. If you need a new front door please do your research *** ** *** ****** *** ******* *******

  

  Business Response

  Date: 06/03/2024

  We are truly sorry to hear about the incident at your home and the challenges you previously faced with the installation of your door. We apologize for any inconvenience or distress the installation experience caused. In order to better understand the issues you've experienced and to assist you further, we kindly ask if you have any official reports, documentation, or photographs of the inspections that were done by the other company that can be forwarded. Additionally, we would like to inquire if you would allow us to assess the damage ourselves and take part in the repairs or replacement of the door to ensure it meets our high standards of quality. We understand that to date you have expressed that you no longer want any future work done by Nordik. If your stance on this has changed, please know that we are prepared to assist. Please let us know how you would like to proceed, and once again, we sincerely apologize for not meeting your expectations and hope to have the opportunity to provide you with a better experience moving forward. 

  Customer Answer

  Date: 07/03/2024

  
  
  I am rejecting this response because: I have called this company many times with issues about the door, the draft that came under the door. That was addressed with a black flap. The noise that came from outside, I was told that it was because I had had a wooden door! They seem to have an excuse for everything. The glass panel was on backwards.  I told them about this they said no it was the right way, well it wasn’t. My door has already been replaced by a professional installer.No noise, no draft and the glass in installed properly. And the hinges are not upside down! I would never recommend or use this company again. I really wish I had read there reviews before letting them install my door. ** ** **** ****** ******* **** *******

  

  Business Response

  Date: 11/03/2024

  We appreciate your continued communication regarding the issues you experienced with your door installation. We understand your frustration and regret that we were unable to meet your expectations. We would like to clarify that our intention was always to address your concerns and provide the necessary support through our warranty program. We did perform adjustments to improve the weather barriers, however no issues related to the security or integrity of the door or installation were ever identified. We understand that you have replaced the door with another company, and we respect your decision. However, without the opportunity to inspect or confirm the specific concerns you raised, we are limited in our ability to address them directly. We are truly sorry for any inconvenience or distress you have experienced, and we regret that you were not satisfied with the product or service you received from Nordik. Should you ever reconsider working with us in the future, we would be more than willing to assist in any way possible to ensure a positive experience.

• Initial Complaint

  Date:14/02/2024

  Type:Billing 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.

  2 day project has now turned into 3 years, job is still not complete and they are numbers of issues with completed portions. Nordik has now unjustifiably sent me to collection and affected my credit.

  

  Business Response

  Date: 15/02/2024

  We apologize for the extended duration of your project and any inconvenience this has caused. Rest assured, we are dedicated to completing all contracted work to your satisfaction. However, we have faced challenges in scheduling the next appointment since October 2023, as our attempts have been refused. We have formally notified you several times about the need to schedule your service appointment, but unfortunately, we were continuously refused. As a result, we had to take action to protect our interests, including sending your account to collections (advanced notice was provided on more than one occasion of this consequence). We are still committed to completing your project once your account is brought into good standing. We sincerely apologize for any frustration or inconvenience this has caused and remain hopeful for a resolution. Please contact us at your earliest convenience to discuss how we can move forward.

  Customer Answer

  Date: 16/02/2024

  
  
  I am rejecting this response because: I fear that if I allow Nordik to proceed with any more work they will cause more damage to my home. I have brought in another window and door company to review the work done by Nordik. The are in the process of putting a quote together and they have advised me that all windows should be changed due to the poor quality of materials used,as well as poor installation. I should have an estimate by next week the estimator informed me that it would be in the 35-40k range to complete this job correctly.

  
  
  
  

  

  Business Response

  Date: 27/02/2024

  We understand your concerns and frustration regarding the completion of your project. We want to assure you that our goal is to address any issues and complete the work to your satisfaction.

  Regarding your decision to bring in another company to assess the work done by Nordik, we respect your right to seek a second opinion. However, we want to clarify that we will not be held accountable for any costs incurred by this additional assessment or for the work proposed by another company. Furthermore, please note that any modifications or damages caused by other tradesmen or workers will void the warranty on our products.

  We remain committed to completing the work we were contracted to do and addressing any issues with the completed portions. However, we cannot effectively perform the contracted work if we are not allowed back onto the property.

   Please contact us to discuss how we can move forward and complete your project to your satisfaction.

  Customer Answer

  Date: 28/02/2024

  I am rejecting this response because:
  Work was not completed at a quality level, work is not complete and as stated many times I will not be allowing Nordik back on the property to cause further damages. * ** ******* ** ** **** *** ***** ******* ** **** ****** ***
  

• Initial Complaint

  Date:25/01/2024

  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.

  Peter the salesman came and and gave me a quote. It was extremely high but he lowered down to the same price as the other quotes I received. I made the decision to go with Nordik because they did my Windows in the 1990’s and I was very impressed.(******** ******* then). The Windows were all installed except for the main living room as the window was broken in the warehouse. The installers were father and son and I was very impressed with there install, they did say they couldn’t do the living room window as it needed a window sill and he made a note of it to the manager as the work order didn’t show it.(this was part of the original quote but was never documented). I called and made sure that it was documented too with a service call. My doors were installed next by the same father and son guys. Did a great job and but the sills were wrong size. They called and let there manager know, and I called and made a service req too. The window in the living was re made, a different installed came and installed, he said it doesn’t need a sill and there is no record of a sill. He went a head and installed the window. Since this time we have been hearing the road as if we were out side. I called and meantioned about the sill again as the window has a huge gap above and below the window, I was told I didn’t need a sill and it wasn’t in my contract. I also asked when is my door sills will be fixed. They sent that same installer and he installed a a black sill against the steel sill(I don’t need to say how bad that looked). I called and asked for this to be fixed properly, they said they would reorder as they grabbed the wrong ones. Couple days later I received a phone call from the collection section indicating I didn’t pay. I had to send proof of my bank account showing I did. They found the error as they entered it incorrectly. They came back to fix the different colour sills again, this was another new installer. They have sent me to a collect company but all t

  

  Business Response

  Date: 29/01/2024

  Mr. *****, all of the corrections have been made to the door sill extension and the reported concern with excess noise from street level. You let us know in a Nov 9 email that you were "very impressed and happy" with the follow up service. We understand you have an outstanding concern regarding your living room window and particularly had an expectation that a stone or concrete sill be included in your installation. This is not a product or service that Nordik provides directly nor was it included or agreed upon on your signed contract. The supply and install of all contracted items has been fulfilled as agreed upon. If you have a new or recurring concern with either the product or installation we ask that you please direct this to our warranty service department so it can be investigated and resolved for you promptly. 

  Customer Answer

  Date: 29/01/2024

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

  i have called multiple to ones about the sound from the living room window.  Yes I did say one guy I was impressed with as it was better but it was not fixed. The window sill was promised at the time of ordering the window, including the installers sending messages that window sill is required 

  

  Business Response

  Date: 08/02/2024

  Hello ***, thank you for bringing this to our attention. After an onsite review by our Installation Manager on Monday he has found deficiencies which require follow up to improve the sound penetration you've reported and we have scheduled one of our top installation teams to perform the work this coming Saturday (Feb 10). 

• Initial Complaint

  Date:29/11/2023

  Type:Service or Repair 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.

  We had windows installed by ******* ***** Windows in 2009. One window has become foggy within the panes and another looks to have mould growing within the panes. Nordik has since taken over that company. In my first phone call to Nordik in spring 2023, they told me they honour warranties from ******* *****. I was asked to submit my original contract from ******* ***** which I did on April 13. They set up an appointment for a man to come out and take measurements of the two windows in question which occurred on June 26, 2023. I received an email on June 27 to say the inspection was complete and they would be in touch. I never heard back. I sent an email on Oct 13, 2023 asking for an update and only received an automated email response. I phoned a few times following that asking for someone to call me and let me know what was going on. I finally had a phone call on Nov 3 from a woman saying she would let her manager know I hadn't yet heard anything and the manager would then call me back the following week. I have heard nothing. I have phoned and left multiple messages since and still nothing. I haven't been able to speak with anybody in person and nobody is returning my voicemail messages. It has been 8 months since my first phone call to Nordik. I would like resolution of this issue with Nordik honouring the warranty with installation of new windows.

  

  Business Response

  Date: 29/11/2023

  ******, we apologize for the inconvenience and frustration you have experienced in regards to your window warranty claim. We understand the importance of resolving this matter promptly, and we appreciate your patience throughout this process.
  First and foremost, we want to assure you that we are fully committed to honoring the warranty on your ******* ***** windows. It's essential to note that while Nordik has taken over the company that installed your windows, we are not the manufacturer of your ******* ***** windows. As a result, warranty claims and production timelines are beyond our direct control. We understand that this situation has been frustrating for you, and we want to acknowledge that we are in a similar position, eagerly awaiting updates from the manufacturer. We regret to acknowledge the extended timeframe and lack of communication that you've experienced. We understand the importance of keeping you informed about the progress of your warranty claim, and we sincerely apologize for any inconvenience caused by the delay in our response. We recently received an updated ETA on the resolution of your warranty claim. A member of our team communicated this information to you on a November 28th telephone call. If you have any further questions or require additional clarity on the matter, please do not hesitate to reach out to us. We are committed to ensuring a satisfactory resolution for you and appreciate your understanding as we work towards the installation of new windows to address the issues you've raised. Once again, we apologize for any frustration or inconvenience this situation has caused you and look forward to resolving this matter as soon as possible. Thank you for your patience and understanding.

• Initial Complaint

  Date:29/11/2023

  Type:Service or Repair 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.

  I purchased a new large living room window and sliding doors to deck for 15 thousand from Nordik Windows and doors. The installers made a mess of the caulking on the Window arc. I complained and they sent the crew back. They made more of a mess. After not showing several times they finally showed up and covered up the caulking mess up with some design that l did not order. This was not in the brochure l picked the window from. Don’t know were this idea came from. It looks cheap and is coming apart after two weeks ? After much complaining they sent a so called expert out again. I told him the problem showed him the cheap covering that l did not order and showed him were it was coming apart already. He seemed to understand. I said l can’t sign off on this service it is coming apart already? Plus look at spacing ? He asked if door was ok and l said yes. But the mess is on the Arc on the window.
  I have asked Nordik Several times about the mess and now they won’t answer.

  

  Business Response

  Date: 06/12/2023

  Thank you for bringing your concerns to our attention, and we sincerely apologize for any inconvenience you have experienced with the installation of your new windows and doors from Nordik. We have provided options on how to proceed and you have informed us of your preference to be compensated in lieu of further remedial service. If you have changed your mind please bring this to the attention of our warranty service department so we can make arrangements to return. Once again, we apologize for any inconvenience you have experienced, and we appreciate your understanding and cooperation as we strive to make this right.

  Customer Answer

  Date: 06/12/2023

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

• Initial Complaint

  Date:09/11/2023

  Type:Billing 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.

  We ordered our windows and doors initially back in November of 2022. The windows weren’t set to be installed until April 19/20 2023 which wasn’t fully completed as they were missing some parts. By the time the doors and windows were finally complete with multiple attempts throughout the months it would be July 27 2023.
  
  The problem was that we reported a window not installed properly or missing caulking on July 10 2023 which caused a flood in our basement and significant damage to our walls and floor near the window. We had service men come in and take a look at it but not do anything and say we need to buy a drain or their solution was external.
  
  We were adamant that we have lived here since 2008 and have not had a flood here until our windows were done. With that being said they sent the final service man to complete the caulking on the outside which solved the problem and haven’t had a flood since. It is now November 9 2023 and November 8 was a big storm with a lot of rain and still no flood.
  
  We have an outstanding balance of $2760 which we do not feel would be justified to pay with the damaged we need to repair. We spoke with their managers, collections team to rectify this issue but they refused to help and state it is our problem and had nothing to do with their installation.
  
  My solution would be to lower the amount of the outstanding balance to a fair amount for both parties in which we will happily pay as long as the damage/labour is covered to fix it.
  
  The work that may be done would be to tear down the wall and check for mold, put the wall back up and perhaps do the floors again as now moisture was absorbed underneath.

  

  Business Response

  Date: 16/11/2023

  thank you for bringing your concerns to the attention of the Better Business Bureau. We sincerely apologize for any inconvenience you've experienced throughout this process. Upon receiving your complaint, our Installation Manager conducted a thorough inspection to understand the root cause of the water damage issue in your basement. The findings indicate that the water leakage is not a result of our installation but rather the window well construction not meeting building regulations. The issues identified during the inspection include:
  Window well drain not installed
  Gravel mixed with dirt in the window well
  Damp proof membrane raised 3" above the bottom of the window

  Markings on window and screen show evidence of water pooling at least 4 inches up the window frames

  These discrepancies create a water pool, leading to leakage and water damage. It's important to note that even with brand new windows, these structural issues can still allow water to penetrate, as outlined in the third-party resource: (https://***********************************************************************************************************
  Considering this information, we understand the frustration caused by the water damage in your basement. However, our investigation concluded that the responsibility for the water issue lies with the window well construction, which falls outside the scope of our installation and we advised you of this at the time.

  While we empathize with your situation, we are unable to adjust the outstanding balance, as the damages are not attributed to our workmanship. We recommend addressing the root cause of the issue by consulting with a contractor to rectify the window well construction in accordance with building regulations.

  Customer Answer

  Date: 20/11/2023

  I have reviewed the response made by the business and find that this resolution is satisfactory to me.
  
  
  
  

• Initial Complaint

  Date:08/11/2023

  Type:Order 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.

  I called Nordik to replace my front door. The salesman told me that they need to replace both side windows and the transom window above the door. I entered into an agreement to do that; it was signed on March 29, 2023.
  The salesman, Chris S. advised that I had to pay a deposit of $3720.00 for the $12,400.00 door if I wanted to make monthly payments for 6 months without interest, after the installation date. I agreed to that and paid the $3,720.00 on March 29, 2023. Contrary to Chris’s words. the agreement states that payment in full is due upon installation of the door.
  installation was to be completed approx 20-22 weeks from the signing date. Chris advised that I would receive the door late Aug or early Sept 2023.
  In early September, I called Nordik to inquire about the status of my door. I was advised that they would call me the first week of Oct with a delivery date. They did not, so I called Nordik again and was advised that my door is not ready. I sent several messages to Chris on Oct 10th, asking about my order; they went unanswered.
  I left a Nordik review and received a response apologizing and stating they would make things right. Hours later I received an email from Nordik stating that my door is ready and they will arrange an installation date. I received a call and October 25 was the installation date. I received an email advising that my driveway & area around the front door needs to be clear for delivery. I did that. 2 men arrived on Oct 25, one man was measuring the outside of my door. He said the new door is very big and heavy. They stayed outside with the truck on the street approx 20 min. then told me one man got injured so they have to rebook. I asked why they didn’t drive onto my driveway. I called Nordik, they said the door was missing installation hardware so they have to rebook. I asked for my deposit back twice in writing and twice verbally. Installation is 10 weeks behind, I have no installation date and no confidence in Nordik.

  

  Business Response

  Date: 10/11/2023

  Firstly, we would like to apologize for any inconvenience and frustration you have experienced throughout this process. We understand that the timeline and communication regarding your order have not met your expectations, and we genuinely appreciate your patience. Regarding the estimated time of installation, we want to clarify that it is based on various factors that may be beyond our direct control, such as supply chain, raw material availability, transportation, and production delays. These factors can affect the estimated dates of receiving and availability for installation. We would like to emphasize that this information is clearly outlined in our contract, adjacent to the estimated timeframe. While we strive to adhere to the estimated timeline, we must stress that it is not a guaranteed date. We acknowledge that there have been unanticipated delays and complications in the process. Our initial attempt at installation was unsuccessful due to an unfortunate injury sustained by one of our installers, and the door's size necessitated a two-person installation team. Subsequently, upon returning the door to our warehouse, it was discovered that a component was missing, requiring us to reorder it. We are pleased to inform you that the missing component has now been received, and the door is ready for installation. Our team has reached out to you to schedule a new installation date, and we are determined to provide you with the exceptional service and the beautiful custom entryway you have been eagerly anticipating for your home. Thank you for choosing Nordik Windows and Doors, and we look forward to delivering the quality product and service you deserve.

  Customer Answer

  Date: 05/12/2023

   I am rejecting this response because: Nordik Windows and Doors has consistently failed to deliver on customer service satisfaction or product completion WITHOUT a basic discount to acknowledge their poor performance and the impact it has had, and continues to have on me as their customer. 
  

  I have NO idea what **** is or what it means regarding payment. I will continue with the 6 equal interest free payments as discussed and agreed to with their salesperson who is no longer available. *** ******** ********** *** ******* ****** **** I have a right to pay monthly. 
  

  Nordik has already cashed the first cheque of $1880.00. 
  
  
  

  

  Business Response

  Date: 14/12/2023

  Thank you for speaking with our accounting department for clarification on payments and financing, we trust this will not be an issue moving forward. Additionally we are just days away from the ETA for your shaped trim, once received we will promptly notify you and schedule the installation as previously communicated. We are looking forward to having all outstanding concerns fully resolved shortly.