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:31/10/2023

  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 contacted Nordik Windows in January 2023 regarding a warranty replacement for a set of windows that they assumed the warranty of from Beverly Hills HomeImprovement. They sent a Service Technician in February/March 2023 to look at the windows who agreed that 2 windows needed to be replaced.
  
  They called me the first time to schedule the replacement and a day before the install they called saying the part has been misplaced. They called again in September 2023 and I rescheduled the replacement for September 14th, 2023. On September 13th, 2023 they called me saying the part is missing and I have to cancel the install.
  
  They have not contacted me yet to reschedule despite them promising to do so.

  

  Business Response

  Date: 09/11/2023

  Shawn, we sincerely apologize for the inconvenience you've experienced with the warranty replacement for your windows. We understand the frustration caused by the delays and the misplacement of the replacement part. As we are not the manufacturer of your windows, we had to reorder the replacement glass from the original manufacturer. Unfortunately, we have encountered unexpected delays as they have been unable to meet the estimated time of arrival (ETA) previously provided. The last ETA provided to Nordik was October 27, and despite our efforts to expedite the process, we regret to inform you that we have not received the replacement glass as of yet. We acknowledge that the misplacement of the replacement glass, which was previously ordered under warranty, has further contributed to the delay in resolving this matter. Please be assured that we are actively following up with the manufacturer to obtain the necessary updates and expedite the shipment. We take full responsibility for any inconvenience this may have caused. Once we receive the replacement glass, we will promptly reach out to you to schedule the reinstallation. We sincerely appreciate your patience and understanding during this situation. Our team is committed to ensuring that this matter is resolved to your satisfaction, and we will keep you informed of any developments.

• Initial Complaint

  Date:26/10/2023

  Type:Product 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.

  Initial window installation July 21, 2022.
  
  We have paid $5381.12. We thought we settled in full when the installers finished. Nordik has since come back to us saying they made an accounting error and we owe $1200 more. We have not paid this due to the terrible install job and lack of service since.
  
  Nordik Windows committed to 5 high-quality window installations, timely service and a top notch warranty.
  
  Window install was poor and sloppy. We had a leaking window for over a year. Capping that pooled water. One of the windows was so poorly installed the only way to fix the look of it was to change the trim. Nothing can be done about the fact that that window was measured incorrectly and the installers hacked away at our window frame to force the window in (which didn't actually work in the end). We have had the screens for all the windows replaced at least 4 times and every time they come scratched up with holes in the screens. The solution is to just bring us more screens.
  
  Nordik keeps sending people to my house who promise to fix things but the sloppy job is still evident. Everyone who comes says, "It's better than it was." and then leaves.
  
  There has been so much back and forth I don't have enough space to tell you about it. It has been a traumatic experience. I no longer want any Nordik service people in my house.
  
  In the end I would like a full refund on these windows. I would like to get rid of them but unfortunately the stucco we had done months after they were installed will get damaged if they are removed. I have never had such a terrible experience with a company.
  
  Nordik is over selling their product, producing cheap windows and their service people are so over worked they can't do their jobs.
  
  I have been dealing with Surana B. director of accounts receivable since March 2023. She was supposed to connect with me a month ago but I haven't heard from her. I'm asking for help from Better Business Bureau because I don't know what else to do.

  

  Business Response

  Date: 31/10/2023

  Hello Wendy, we understand and apologize for the frustration and inconvenience this situation has caused you. We genuinely value your feedback and take your concerns seriously. We want to assure you that we are ready, willing, and able to address any issues related to the product or installation. However, we also respect your request to refrain from sending service personnel to your home. We understand that your experience has been less than satisfactory, and we are committed to respecting your wishes in this matter.

  Regarding the balance owing on your account, we must clarify that there is no accounting error. The contract, which was signed and agreed upon, outlined a total amount of $6,581.12, of which $5,381.12 has already been paid, leaving a remaining balance of $1,200. We understand this might be an unexpected additional expense, but it is in accordance with the terms of the agreement. While we will not be able to issue a refund for the windows, we are committed to addressing your concerns to the best of our ability within the constraints of the existing contract and providing 25 years of warranty service once the balance is paid in full. We understand you've been in contact with Surana B., our director of accounts receivable, and we apologize for any lapses in communication. We will ensure that she reaches out to you promptly to discuss the situation further and work towards a resolution that is as fair and satisfactory as possible.

  Customer Answer

  Date: 07/11/2023

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

  I refer to it as accounting error as per my email with Linda S. on November 10, 2022. "It does seem that when the order was changed on June 17 the deposit also changed but the additional $1200.00 required was never put into the system by the sales person to be processed so I believe this is where the difference has come from."
  
  It was a confusing situation and I called Nordik to make sure I had the correct final balance owed when writing what I thought was the final cheque. I gave this to the installers. It feels important to me that it is understood that I did not intentionally withhold funds from Nordik. That there was an error on your end and that's the reason why there is a balance.
  
  Service people from Nordik have been in our home 7 times trying to fix problems and it never ever gets fully complete. I stood with the service manager outlining everything that needed to get done and still not everything got done the last time they were here. I have given so many chances and I just don't trust your company.

  Also, you should know the screens that were delivered on Saturday reek of cigarette smoke. We had to put them in the basement because they were smelling up our entire home. This is the kind of care we are receiving.

  I sent Surana the following email in response to her compensation offer:

  Hi Surana,
  
  Offering $500 in compensation is something I would have accepted if Nordik had come and completely fixed all of our issues in August 2022, within a month after install. This is a "sorry for the small inconvenience" apology.
  
  We are obviously very far apart in what we feel is fair compensation so I'm going to outline what I hope to be a meet in the middle agreement—me feeling like we should receive a full refund, you feeling $500 is fair.
  
  $332.22 — this is what we were charged for extra capping around the bay window that needed to be replaced before any service people from Nordik could. It was so poorly done that there were pools of water around our wood framing and on top of that the people installing the eaves and soffits could not properly do their job until it was fixed. Our window install was in July and eaves and soffits happened in October, so that was plenty of time for Nordik to rectify the problem before we had more work done, which did not happen.
  
  entire fee charged for installation — the install of these windows is atrocious. There is no fix for some of the issues. The first visit from Brent confirmed that. He strongly believed that the windows needed a new full install. When the last service people were here their reaction was, "Well, it's better than it was." That left me feeling unconfident. In addition we were left with five leaking windows for an entire year. I would like a full refund on the installer fee.
  
  entire sales commission — the sales person over represented the product, service and warranty of Nordik. I feel like I was swindled. I would like a full refund of their commission.
  
  service allocation — as you've said to me many times, this should have been an easy fix. Instead it's taken the service team 15 months to figure things out. I would like a full refund of the portion paid for service.
  
  entire fee for warranty — as discussed I have zero faith in the products and service Nordik provides. I will not be using the warranty service going forward and would like a full refund on this portion of the fee.
  
  $500.00 — the time, effort and emotional rollercoaster I've endured from this experience needs to be acknowledged with your initial "I'm sorry" offer. Phone calls, emails, days spent with service people, hours scraping caulking off every window, hours picking up ridiculous amounts of debris left outside our house.

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

  

  Business Response

  Date: 16/11/2023

  ****** once again we apologize for the inconveniences and dissatisfaction you've experienced during this process. We want to assure you that we take your concerns seriously, and we are committed to addressing any outstanding issues with the product or installation promptly. Our goal is to ensure your complete satisfaction with the finished product, and if there are any new or outstanding issues, we are prepared to assist and provide a resolution. Regarding your compensation request, we have carefully reviewed your outlined expectations. We appreciate your perspective on compensation, and while we acknowledge the challenges you've faced, we must respectfully decline your proposed compensation adjustments. If there are any specific issues or concerns you would like us to focus on, please provide details, and we will do our utmost to address them to your satisfaction. However, regarding the matter of compensation, we respectfully decline further discussions on this topic.

  Customer Answer

  Date: 18/11/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Nordik is unwilling to own the errors they've made and negotiate fair financial compensation.

  The installation by Nordik Windows was poorly executed. There are errors that are unfixable and leave us with poorly installed windows including one window that is the wrong size for the frame. The fixable errors took them 14 months to complete.

  Multiple people from the Nordik team have shared how poorly these windows were installed including Brent their service manager who suggested a full re-install was the path that needed to be taken. This was not an option we were able to take because we've had work done around the windows since this install. Still, Nordik feels we are responsible for paying full price for this install.

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

• Initial Complaint

  Date:18/10/2023

  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.

  .We signed a contract with Nordik in July 2023 to change all our home windows and patio doors.
  .The contract included 2 basement windows. We made it very clear to the company's sales representative that we want the basement windows "fire rated", which means they have to open inwards. Our contractor was present during this conversation as well and is a witness. That was very important to us since we have young children who will be using the basement. The sales representative reassured us that we will get what we asked for.
  .On the day of installation, we were surprised to see basement windows that open outwards, which is a safety concern in Canada, with the amount of snow that can pile up in front of the windows. When we confronted the sales rep, he said that was "verbal communication" and that those are the only windows his company provides. We asked if they can make ones with the safety feature we wanted, and he refused. We did not end up installing the windows. They took them back.
  .The company finished installation of the remaining products for the rest of the house.
  .On September 27, 2023, we paid the company 43,355.35 dollars which is the full amount of everything we received.
  .The company is now asking us to pay 2,095.00 dollars extra for the basement windows we do not have and never ended up installing.
  .The only way they would waive this amount for us, is if we sign them a "Release form", which basically releases the company from "All outstanding and future matters related to the contract. All products installed by the company".
  .The form also makes us sign and agree that we have to keep this agreement confidential. It also prohibits us from sharing any negative experience on the company on social media, which we see as an infringement on our freedom of speech.
  .They are leaving us between a rock and a hard place, *********** that they will have to call "external collectors" if we do not pay them or sign the release.

  

  Business Response

  Date: 27/10/2023

  ******, all of the windows included in your order were manufactured precisely to what was agreed upon on your signed contract. There should be no surprises. We are now left with two windows which you do not want in your home and do not want to pay for. These windows were made-to-measure for your home and we will not be able to recoup this loss.

  In cases like this, our standard company procedure necessitates the execution of a release document. This document serves to finalize the resolution of all outstanding matters. By agreeing to a credit on your account, you acknowledge that all issues pertaining to this order will be considered resolved. Furthermore, the release document ensures that our company's warranty remains applicable for the entire 25-year period, as originally stipulated.

  We are committed to resolving this matter promptly and amicably to ensure your complete satisfaction. Your cooperation in this process will be greatly appreciated.

  Customer Answer

  Date: 30/10/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: We did not refuse to pay for the windows. We refused to install the windows.

  We refused to sign the release form because we disagree with the content and the wording of the form. Therefore, we asked to be advised of the cost of the two windows minus the installation fees, so we can pay and receive the final invoice. The accounts receivable specialist advised us that they will calculate the amount and get back to us, and send us the windows after paying for them. We waited 2 weeks being told that the wording is being changed on the release form. However, only today, Oct 30th, 2023, after 2 weeks of waiting, we received the same form again, with one sentence added to it, which did not address our concerns. 

  The email was sent today from the "collections department" giving us until Thursday 10 a.m. to sign the form. 

  Over the phone, Nordik employees threatened to report us to collections Ontario if we do not sign the form by the deadlines they keep setting for us, unless we pay the full remaining amount.

  Once again, we do not feel comfortable signing the release form. We are willing to pay the cost of the windows without the installation fees. We are waiting for an action from your side. The delay is not from our side. We have made our position clear. 
  
  
  
  Sincerely,
  
  
  
  ****** ******

  

  Business Response

  Date: 09/11/2023

  Thank you for providing payment and bringing your account in good standing. Your warranty documentation and invoice have been provided. We will facilitate the delivery of the 2 windows which were not installed and consider this matter resolved.

  Customer Answer

  Date: 10/11/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: A proper invoice is yet to be sent to us. We've been calling daily for a week now to get the accounting to send us the correct invoice. It either comes with a remaining balance or with an incorrect amount. They keep telling us it is an IT issue. We are very frustrated. This is delaying our process of applying for the government loan. 
  
  
  
  Sincerely,
  
  
  
  ****** ******

  

  Business Response

  Date: 16/11/2023

  Thank you for your feedback. We apologize for the invoicing issues you've faced. ******** ** *** ******* ******* *********** *********. We appreciate your prompt payment and understanding. If you have further questions, please contact our accounting department and if there are ever any product or installation concerns at anytime in the next 25 years please contact our service department to report any issues whatsoever. 

  Customer Answer

  Date: 17/11/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Thank you for providing the invoice.

  We requested that the 2 windows get delivered to us by our sales representative. To date, we have not heard back from him despite reaching out by email and phone. Could you please arrange windows delivery?
  
  
  
  Sincerely,
  
  
  
  ****** ******

  

  Business Response

  Date: 01/12/2023

  Hello ******, thank you for bringing this to our attention. We understand the windows have now been delivered. If there is anything else we can assist you please let us know.

• Initial Complaint

  Date:27/09/2023

  Type:Product 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 purchased a door with a side window from Nordik windows. At the time of the purchase we inquired about having a front dummy window covered with something more visual appealing as our existing dummy window was showing it's age. At the time of the home sale/quoting our sales rep went outside to look at the window and assured use they could provide an upgrade to the window that would look much better than what we had. The sales rep told us that on the day of the window and door install the techs will also install the replacement dummy window. So we agreed to both of their solutions and provided payment for the dummy window cover as well as the door and side window.
  
  It took over 7 months from time of order to install and on the day of the install we advised tech that we were not happy with the dummy window "fix" and advised that this was not what was described or sold to us.
  
  We have been going back and forth with Nordik since installation for them to come and provide what we have paid for. They have sent out 2 different service tech to fix the problem and neither of them had any idea of what they were there to fix. Both were sent back to Nordik and both sent in a report indicating that they were unable to fix the issue. I have sent numerous emails and placed several calls to them looking for a resolution. They do not return calls and only send generic emails acknowledging the email.
  
  At this point we would like a refund for the dummy window they installed as it was not what was promised and we have tried for several months to get this resolved.
  
  Thanks
  **** ********

  

  Business Response

  Date: 05/10/2023

  Thank you for reaching out to us and sharing your concerns regarding the installation and follow up on the dummy window cover. We regret any inconvenience you have experienced and understand your frustration with the situation.
  First and foremost, we sincerely apologize for any misunderstanding that may have occurred during the initial sales process. We appreciate your feedback and have reviewed the details of your purchase and installation. It is clear that there was a disconnect between your expectations and what was outlined in the signed contract. Upon further review and discussions with our team, we now understand that you are expecting the dummy window to be covered with siding that matches the rest of your home. We acknowledge that this was not clearly communicated or executed as you had anticipated and we are committed to making this right for you. Please be assured that we are actively working to acquire the siding that matches the rest of your home. Once we have obtained the appropriate materials, we will promptly schedule an installation to ensure that the dummy window meets your desired aesthetic and matches the rest of your home. We apologize for any inconvenience caused by the delays and the two previously scheduled service visits. We understand that you have been patient throughout this process, and we appreciate your continued patience as we work towards a resolution that meets your expectations.

  Customer Answer

  Date: 19/10/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  There has been no solution presented to me.  I had one gentleman show up at our house last week unannounced and asked why I wanted the trim to match the house.  To which I gave him the history of this issue and he indicated that he was unaware of the history and was simply told to come out and see us. 

  We want what was sold to us (**** ******** *** ******* ** * ******* *** ******** **** ** ******* ** *** ********* **** ******).  If they are unable to provide the solution ******** then we would like a refund so I can hire a company that can actually provide what we purchased in the first place. 

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

  

  Business Response

  Date: 27/10/2023

  Hello ****, ********* *** ** ********** *** ******** ** *** ***.

  We will be in touch to discuss reimbursement so you can proceed with your service provider of choice.

  We apologize for not meeting your expectations.

  Customer Answer

  Date: 05/11/2023

  
  
  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.

  {Please advise  as to how and when the reimbursement will be sent to me. 

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

• Initial Complaint

  Date:17/08/2023

  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 purchased living room windows from ******** ******* pre-pandemic. The facia on the bottom of the window has not just come loose but has fallen off the window, exposing the insulation surrounding the window. We have placed frequent calls, with no result and are getting voicemail that is not returned. The windows came with a 20 yr warranty and I assume since Nordik windows bought the company recently, they must honour the warranty.

  

  Business Response

  Date: 18/08/2023

  Hello *****, ******** *******'s limited warranty included 5 years of coverage for Soffit, Fascia & Siding, your order was placed in 2014. Fortunately, upon further review of your service request and photos provided the repairs needed are to the window capping and not fascia. We can service the issue now that it has been properly identified and we apologize for the misunderstanding. We will be reaching out in the coming days to schedule a service appointment.

• Initial Complaint

  Date:10/08/2023

  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 have lifetime warranty on my windows from Nordik windows. I am having an issue with one of the windows, I called to have the window replaced. They said they were going to come out which they did and took measurements of the window. I just received a call last week saying that they will not honour the lifetime warranty Because they don’t service that window anymore. I called and spoke to a girl named Francine and I requested that they try to put in another window that is comparable to the window that we have now. I was told they will not do that. They then said I could buy my own window and they would put it in at no charge. I find this unacceptable as I think they should try and do some thing to fix our window as it is a lifetime warranty.

  

  Business Response

  Date: 17/08/2023

  Hello *****, we are sorry to hear that there have been issues in fulfilling your warranty request. Through our acquisition of ******** ******* (The company you purchased your windows from) we assume responsibility to provide service and labour for your windows for as long as the manufacturer's warranty is in effect. We do require the manufacturer of your windows to uphold and honour their warranty commitment and provide replacement parts for us to continue to provide service for this specific matter. We have resubmitted our request for a replacement thermo today, August 17, and will keep you informed of the communication and updates from the manufacturer as they become available. He hope for a positive resolution and look forward to upholding our warranty commitments. 

• Initial Complaint

  Date:10/08/2023

  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.

  Order placed May 13, 2021. Order #148-555. Purchased two doors and a patio door. The patio door was installed on Dec 14/21. Other doors installed Feb 24/22. Spent $7334. A rep came to inspect the two doors and put in foam insulation which seemed to help. However, also stated that the door in the side of the house was so poorly installed it was warped. Nothing resolved for this. The patio door was poorly installed. Some of the interior drywall was cracked. There seems to be an air leak. The room is just as cold in the winter now as it was before installation. Sent several emails asking for help. No appointment has been made. Would like a full inspection of all doors and leaks sealed or doors replaced if they cannot be fixed. Thank you.

  

  Business Response

  Date: 16/08/2023

  Hello *****, we apologize we were unaware of the ongoing concerns with your doors. We did provide multiple warranty inspections and repairs in 2022 and believed all issues had been resolved. We have scheduled a follow up appointment with a senior technician for August 30th to review your concerns and provide continued support and next steps. We are fully committed to making any and all necessary repairs. Any item that cannot be repaired will be replaced.

  Customer Answer

  Date: 18/08/2023

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

  "Good morning *******
  
  Thank you for sending the response from Nordik Windows and Doors.
  
  I am happy that we are receiving a full inspection.  However, I have sent several emails and made phone calls about our request.  The emails have never been responded to (except for an automatic response).  ***** has also made several phone calls only to be told that they don't inspect unless the door is broken. That is why we went through you (BBB) to receive assistance." One technician said that the rear side door was so poorly installed it was warped.  I can feel a draft from the patio door.  I expect them to either seal properly or replace the doors. 
  
  
  Sincerely,
  
  
  
  ***** ********

  

  Business Response

  Date: 30/08/2023

  Thank you *****, we are looking forward to providing you with support for your concern. We will create an action plan or provide recommendations based on the inspector's findings. 

  Customer Answer

  Date: 01/09/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I would prefer this case to stay open until the issue has been resolved.  The person inspecting said they couldn't see the warp in the rear side door (that a technician had identified) One of the resolutions was to put in magnetic weather stripping.  A technician has already come to the house to remove the magnetic weather stripping and replace it with foam weather stripping because we were getting a draft.  Not sure what putting in the magnetic weather stripping again will accomplish.  

  When the patio door was installed, the installers damaged the top right corner of siding and wall inside and outside the house (when looking from the outside in).  The patio door was also drafty.  Their solution is to remove the trim to see if it was properly insulated.  ***** also showed the person inspecting that the middle of the screen on the patio door was bulging.  He's able to put three fingers in the edge of the screen.  The person inspecting said it was properly installed looking at the top and the bottom.  No explanation of why it was bulging in the middle.  

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

  

  Business Response

  Date: 13/09/2023

  Door was inspected and additional foam insulation was added. Door was refinished with new capping and proper weather strip installed. Rear door was not warped as previously reported. The issues with the product and installation have been addressed. If there is ever any future concerns or reoccurrences please bring them to the attention of our Service Department. 

  Customer Answer

  Date: 14/09/2023

  
  
  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. I hope I will not have to contact you in the winter when the true test of the seals on the doors will be tested.  The front and side/back door have already had magnetic weather stripping which was replaced by foam weather stripping (because the doors were drafty) now back to the magnetic weather stripping. Hope the magnetic weather stripping works this time.  

  Thank you for your help.  Without your help, we'd still be waiting for a response from Nordik.
  

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

• Initial Complaint

  Date:28/07/2023

  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 got all my windows and doors done in 2015 or 2016. This is a warranty issue. They did a terrible job when they were consumers choice. We had a repair done last years as there were holes in the sealant around the window causing cold air to seep in. I always wanted to get my back door screen reinstalled. Since the very beginning the screen keeps coming off the track. I complained many times with consumers choice and after with this new name. Now I went on the website to express my concern. Immediately I had reps calling my phone and sending me emails since they thought I was contacting for a quote. When I emailed back stating its not for a quote they started ignoring me. So here I am now after many many attempts. This job was not cheap, but the service we received was.

  

  Business Response

  Date: 28/07/2023

  Thank you for contacting Nordik Windows and Doors. We are sorry to hear that you had a poor experience with ********** ****** in the past however this does not reflect the products and services that Nordik Windows and Doors provides. We did purchase ********** ****** out of bankruptcy and assumed responsibility for their warranties through the process and have demonstrated our commitment to honouring these warranties through the service previously provided on your windows. In this instance we regret to inform you that the warranty period has long since past for the sliding screen door and we are not responsible to assist in this matter. ********** ****** warranty on patio screen doors was for 2 years.

  Customer Answer

  Date: 28/07/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: on your site it says covered 25 years. And this has been an ongoing issue since they installed the door that no one cared to rectify. Is that how you treat customers by ignoring them unless they are inquring new products? This whole experience has been a nightmare
  
  
  
  Sincerely,
  
  
  
  ***** ****

  

  Business Response

  Date: 17/08/2023

  *****, we are sorry that this is the position you find yourself in. Unfortunately, as previously communicated the sliding screen door is no longer under warranty and we cannot provide continued support for this product. We have no record of Nordik being made aware of any issue until May of 2022 at which time we communicated the same, that the product was not under warranty and we could not assist. We did service your windows under the terms of your warranty at that time.

  Nordik's 25 year warranty is applicable on new orders for Nordik products. It does not apply to your ********** ****** order.

• Initial Complaint

  Date:26/07/2023

  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.

  Back in May 2021 we booked with Nordik Windows and Doors for a job. The salesperson started off by telling us that if we signed then and there we would receive a huge discount, we waited no discount. They started the job in July 2021, with some delays. Job was almost complete, but screens were incorrect on numerous occasions. We ordered full screens and on 4 different occasions, either myself or my in-laws had to take time off work for the workers to arrive with half screens! The window above the garage was not what we ordered and needed to be fixed and 2 windows cracked. In Jan. 2022, I emailed customer service with pictures as well as letting them know I still have half screens on 7 of my windows. In Feb. 2022, once again the wrong screens so we requested that a manager come to take a look at the job. The manager and a worker came in Mar. 2022. Manager took a walk through and indicated all the deficiencies in the work-scratched and dented frames, a window which cracked twice because the install was incorrect, poor caulking, windows not cleaned etc. Manager said "Do not pay, until complete". The worker attempted to install the screens but what he was provided were incorrect sizes. Day 7 off work! In Apr. 2022 we received our first "threat" to make payment for an incomplete job. Response from customer service was the screens have been ordered and will be installed then payment could be made. In June 2022, time was set to complete the screens in July. Worker came to install the screens and once again were the wrong size. Worker forced screens in with gaps and called the office with new measurements for each window as I stood there. In Feb. 2023 after speaking to Payment department a number of times and being harassed, to my dismay made final payment of a job not complete. Spoke to manager again with frustration. Now July 2023, over 2 years, screens are still not installed, appointments have been made and they have not shown up. This is a disgraceful company.

  

  Business Response

  Date: 01/08/2023

  We apologize for the lengthy process and that there is still work to be done to fully complete your window replacement project to your satisfaction. We have reached out to schedule an Installation Manager inspection to go over all of your concerns and take proper measurements. We contacted you on Thursday July 27 and again Tuesday August 1, to date we have not heard back. We remain committed to the successful completion of all aspects of the project. We will not be issuing compensation and will consider this matter resolved once all outstanding issues are addressed. Please call us back at your convenience to schedule time for the manager to attend to your home.

  Customer Answer

  Date: 03/08/2023

  
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.

  I am accepting this not because I am happy with the response or with the company and their workmanship but because I just want this job done and want no more contact with them.  After over 2 years, get this job done!

  What they have indicated is not completely correct.  I have no record on my phone log that they attempted to contact me on July 27th but I do on August 1st (likely after receiving this complaint) to a number that I have mentioned over and over not to call to make an appointment.
  

  Yesterday, I have scheduled an appointment with the manager for early next week to once again take measurements for these screens.  After almost 2 and a half years, I hope that this appointment and measurements/installation goes much better than the previous 10.

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

• Initial Complaint

  Date:18/07/2023

  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.

  Feb 7 & 8, 2022 - 14 windows were installed and as we pointed out to the technician that frames outside the houses were damaged and they just shrugged off.
  Feb 11, 2022 - called the service team to report 19 issues with installation (screens, cracked frames, etc)
  Feb 28, 2022 - service tech came out to review defects.
  July 11, 2022 - service tech came out and addressed 8 out of 19 items with a promise to update service tickets to follow up.
  Oct 13, 2022 - service appointment canceled 10 mins prior to appointment time
  Jan 16, 2023 - service & installation tech came out with no parts for replacement or installation and left within 1 hr of arrival
  Apr 12, 2023 - installation tech came out and addressed only 1 item instead of 3 and left. service tech never showed up
  Apr 14, 2023 - received a call from the service department to review all outstanding issues with another promise to get this completed.
  July 17, 2023 - service tech showed up with some parts and none of the screens fit into the track and sizes were wrong. NOTHING was completed and he left
  July 17, 2023 - we received email from the service team that some of the issues were completed and look forward to addressing remaining items.
  July 18, 2023 - on the phone with service department AGAIN to see how these issues were resolved as it is still outstanding!!

  

  Business Response

  Date: 21/07/2023

  We sincerely appreciate you taking the time to share your feedback regarding the installation of windows at your home by Nordik Windows. Your satisfaction is of utmost importance to us, and we are committed to addressing your concerns promptly and effectively.
  We have carefully reviewed your complaint and are genuinely sorry for any delays and frustrations you have experienced. It is our goal to provide a seamless installation experience, and we regret that we fell short of your expectations in this instance.
  Regarding the outstanding items, we acknowledge the need to order several new proper fitting screens and one replacement window frame. Rest assured that our dedicated supervisor, Latitia, has been in touch with you to ensure we have all the necessary information for these items. We greatly appreciate your cooperation and understanding as we expedite the ordering process and schedule follow-up service to address these matters efficiently.
  While we are committed to resolving the issues at hand and fulfilling our contractual obligations, we regret to inform you that we must decline the request for compensation. Once the outstanding items have been installed to your satisfaction, we consider the matter resolved. However, if you have any further questions or concerns or if there is anything else we can assist you with, please do not hesitate to reach out to us.

  Customer Answer

  Date: 29/07/2023

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

  Since the complaint was made, we had to spend endless hours correcting service items that were outstanding.

  There is NO single point person who is looking at our service ticket.

  After speaking to many different service rep & managers, the information was still wrong.

  We had to send email with outstanding times MANY TIMES to get it recorded.

  We have yet to hear back when the service items and installation items will be addressed.

  We have talked to service rep before about compensation and manager was to get back to us with details which we never heard back from.

  Contractually, there was no damage to be done to existing frame and there were obvious damages to window frames - again not tracked and recorded by your company, yet we are here reminding you of those damages.

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

  

  Business Response

  Date: 17/08/2023

  Hello *******, we contacted you and left a voicemail Aug 14 to schedule the service items and installation items. We will try you again but please call us back at your earliest convenience to set a date. We will inspect and document any additional concerns you feel have not been accounted for on the next visit. Our technicians will have instructions to get this information from you so please provide it to them onsite.
  
  

  Customer Answer

  Date: 28/08/2023

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

  The service has been booked for Sept 13th and have no definite confirmation that service will be completed.

  As per previous 6 service appointments, NOTHING was resolved, so I don't expect the upcoming one to be resolving all the issues we have.

  Would like to know what is Nordik's position if Sept 13th service appointment results in failure again.

  Are we expected to keep going back and forth with services appointments and wasting our time?

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

  

  Business Response

  Date: 31/08/2023

  In response to your question about Nordik's position if the upcoming service appointment does not resolve your issues, I want to assure you that we are fully committed to ensuring your satisfaction. At Nordik, we stand by our products and services, through our comprehensive after-sale support and warranty service for 25 years on all product and installation concerns. Our team is dedicated to addressing your issues, and we will continue working diligently until a satisfactory resolution is reached. If the upcoming appointment does not meet your expectations, we will persist in finding a solution, whether it involves additional service visits or alternative methods to address the issues you've been facing.

  Customer Answer

  Date: 13/09/2023

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

  As we suspected, we DID NOT resolve the issue today.

  They came out with WRONG parts.  Not sure how much time that this business is expecting their client to waste their time and time off from work to address their incompetency.  How are we suppose to handle loss of our wage due to accommodating MANY service requests that DOES NOT result in solving the issues.

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

  

  Business Response

  Date: 21/09/2023

  We understand that your order comprises multiple bathroom windows, and unfortunately, we produced parts for the wrong one. This was an oversight on our part, and we take full responsibility for the mistake. We are committed to addressing this issue promptly and efficiently. To rectify the situation, we have already identified the correct parts required for the correct bathroom window. These parts are currently in production, and we are expediting the process to ensure their swift completion without compromising quality. Recognizing the delays and disruptions this may have caused, our customer service team will be in touch with you shortly to coordinate a follow-up appointment. Thank you for your patience and understanding.

  Customer Answer

  Date: 03/10/2023

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

  This 'oversight' happened after we specifically went over all the list of items that were outstanding.

  We even have emails to state what parts were order, when it was delivered, but as ALWAYS, when the time of service appointment arrives, there is always 'missing parts', 'unable to locate parts', or EVEN folks showing up with no parts.

  How long do you expect your customers to accept this type of service appointments before you complete all services?

  There hasn't been one service call or communication from your team after the last appointment.

  Just replying back to BBB complaint to say there will be point of contact, there will be a phone call isn't good enough after 7th service appointment.

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

  

  Business Response

  Date: 12/10/2023

  We understand your frustration and sincerely apologize for any inconvenience this has caused you. It is regrettable that the previous service appointment did not meet your expectations, we are disappointed as well that a complete resolution was not reached. We acknowledge the importance of providing timely and efficient service to our valued customers, and we understand the frustration that can arise when expectations are not met. While we did replace the majority of the screens successfully, currently we have one bathroom frame replacement and one additional screen replacement in production. We anticipate having the necessary parts ready for scheduling next week. We understand that the delay in completing these services has been lengthy, and for that, we sincerely apologize. Our goal is to fulfill our commitment of providing you with the best possible service and support throughout the 25-year after-sale service period. We hope to restore your faith in our service by addressing these outstanding issues promptly. We appreciate your continued patience and understanding as we work to rectify this situation. If you have any further questions or concerns, please do not hesitate to reach out to the warranty service department.

  Customer Answer

  Date: 18/10/2023

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

  we have taken 7 days off to accommodate your service appointments which we won’t be compensated for and your office still have yet to provide contact person who is willing to resolve the issue.  Always talking to new person and disconnect between service team and technician results in another appointment and another meaningless apology. 

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

  

  Business Response

  Date: 27/10/2023

  Hello *******, apologies once again for the continued disappointment and extended process to resolve the onsite product concerns. The replacement frame for the bathroom window has been received and we will be contacting you to schedule installation shortly. Thank you for your patience as we work to make this right.