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.

close

Find a Location

Nordik Windows & Doors has 4 locations, listed below.

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

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Nordik Windows & Doors

  1365 Bonhill Rd Mississauga, ON L5T 1M1

  
• 

  Nordik Windows & Doors

  353 Arvin Ave Stoney Creek, ON L8E 2M6

  
• 

  Nordik Windows & Doors

  10 Estate Dr Scarborough, ON M1H 2Z1

  
• 

  Nordik Windows & Doors

  556 Bryne Dr Barrie, ON L4N 9P6

  

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:17/07/2023

  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.

  Dec 15/22-Wife arranged with Nordik to purchase a new window for install. Contract estimate was 20-22 wks (May 18/23). Nordik agreed "to carry out the work stated in this contract in a good and workmanlike manner in accordance with the generally accepted standard of care in the industry." Contract was only discussed/signed by one homeowner.
  Dec 28-Nordik arranged date for final measurements.
  Jan 16/23-final measurements.
  Jan 20-Nordik advised windows in production. Est. 14-16 weeks (May 12/23).
  Mid-Apr-Nordik changed install date from May 2/23 to May 15/23.
  May 13-Nordik sent reminder email for install.
  May 15-Nordik did not attend as scheduled. Wife contacted Nordik who could not find window in warehouse. Later call said window would not be ready for another two weeks.
  May 23-Nordik sent $200 gift card for delay, which has not been used.
  May 31-Nordik advised window at quality control, to arrive in Barrie Jun 1.
  Jun 5-Nordik advised window had not left manufacturer and should arrive that week.
  Jun 30-Nordik began work. Removed trim/casing and screen, which they bent/disposed of. Found that new window did not fit because it was not properly measured (no template used). Template created to be sent to manufacturer. Brent was to give update on Jul 4.
  Jul 4-Brent had no update. Said he would by Friday.
  Jul 7-Brent had no update. Said he would by Monday.
  Jul 10/11-Brent had not contacted/could not be reached for update. Wife called office and Annette said Brent was, office would update next day.
  Jul 12-Brent said he was trying to get update.
  Jul 13-Brent unreachable. Wife contacted office and Annette said she would know Friday if new window was on truck. Asked for contact with higher ups to cancel order, which Annette agreed to arrange. Brent concated wife advising manufacturer had not received template. I messaged Brent outlining my expectation for discount/comp if job proceeds or repairs if it does not.
  Jul 14-Brent did not answer my request for update.

  

  Business Response

  Date: 21/07/2023

  We sincerely apologize for the inconvenience you have experienced with the installation of your shaped window from Nordik Windows. We value your feedback and take all customer concerns seriously, and we are committed to resolving this issue promptly.
  Upon reviewing your complaint, we acknowledge that the shaped window was either not measured or manufactured to the exact specifications required for a successful installation. We deeply regret the oversight and any frustration it may have caused.
  To address this matter, our on-site installer has taken new measurements and provided them to our manufacturing team. They will remake the window to the precise specifications needed for a seamless installation. While we understand the importance of timely completion, we want to ensure that the newly manufactured window is accurate and meets our quality standards before delivering it to you.
  As soon as we have a confirmed estimated time of arrival (ETA) for the remade window, we will promptly inform you. Our goal is to keep you updated throughout the process, and we appreciate your patience as we work to make this right.

  Please know that we will not be considering a cancellation of the contract or refund. Our commitment remains towards the successful completion of the project and fulfilling our contractual obligations.

  Customer Answer

  Date: 21/07/2023

  
  
  Complaint: ********
  
  
  
  While I appreciate Nordik's efforts to address the matter, I must clarify some points for further resolution.

  Firstly, I acknowledge that Nordik has taken steps to remedy the situation, and I am grateful for the attention given to my concerns. Recently, we have been in regular contact with Jennifer, and she has been diligently following up and taking necessary actions to obtain the answers we require. I am pleased with her proactive approach and dedication to resolving the matter promptly and I request that she remain the only point of contact with respect to this contract.

  However, I regret to inform you that the manufacturer has rejected the template provided for the window replacement. Thankfully, Jennifer has been proactive in arranging for a qualified professional to accurately measure the required specifications. Moreover, she has assured us that a rush order is in progress, and we should expect the finished product within three weeks from today's date.

  With regards to the refund or cancellation of the contract, I must express my reservation on this matter. While I understand the desire to maintain customer satisfaction, I must prioritize the need for timely window repair/replacement. I am willing to work within the latest timeline as provided by Jennifer. However, if the window is not completed and installed within the stipulated period, I firmly request a refund or cancellation of the contract, along with repairs for any damages caused during the initial attempt. I want to emphasize that the installation clause in the contract, though somewhat ambiguous, seems to support my position that the agreement may be rendered null and void if the installation does not meet industry standards.

  I trust that Nordik shares my commitment to achieving a satisfactory resolution to this matter. I kindly request that you keep me updated on the progress and ensure effective communication between us throughout this process.

  Thank you for your attention to this matter, and I look forward to a swift and positive resolution.

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

  

  Business Response

  Date: 04/08/2023

  Thank you *****, we apologize for the template setback, a remake has since been obtained and shipped to our production facility. We will continue to provide you with updates and ETAs as they become available. Please note that we make every e?ort to make sure we stay within the ETAs provided but we do not guarantee any installation date. We are fully committed to completing the project as contracted and are not considering cancellation of the contract or refunds.

  Customer Answer

  Date: 25/08/2023

  
  
  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:17/07/2023

  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.

  We purchased windows on 2 separate occasions and spent ~$12,000.
  
  2022:
  - 2 main bedroom windows: there was a draft from our brand new windows. It was found that they retrofitted the windows into the existing frames instead of installing the new frames that we paid for. A technician added more foam to the windows and install the correct frames.
  - 1 dining room window: there was an extreme draft and it was found that NO spray foam was added behind the frame. I have photographic evidence of this.
  - 1 kitchen window: Our window wouldn't open and apparently needed a part. We waited a month and a half, and when the new tech came to install, he advised that a part was not needed, it just needed to be installed properly.
  2023:
  - 1 hallway window: the salesperson insisted we purchase the more expensive version of the window due to 'safety reasons' for the installers. We reluctantly agreed. It was later discovered that we did not need to pay for the more expensive window.
  - 2nd bedroom window: the window came with faulty locks which caused the bottom of the window to fall out. A tech came correct this. The outer capping on the window was not replaced due to the placement of our eavestrough. After many visits from Nordik, they have done all they can to prevent any leaking from occurring. We still do not have new capping on the outside of the window, but there is nothing that can be done. Since we paid for an entire new window, we feel we should receive a refund for the value of the capping.
  
  We are seeking compensation for the 2nd bedroom capping, as well as all the time and effort we have had to put in to getting a hold of this company. There was zero follow-up on their end; we had to call them to follow up each time a tech came to our house. The staff on the phone interrupt you, the technicians that come to our house had an attitude, and overall the experience with Nordik has been horrendous. Please give us our money back and end this experience for both of us.

  

  Business Response

  Date: 21/07/2023

  We would like to extend our sincerest apologies for the inconvenience you experienced during the window installation process, as outlined in your summary. We take great pride in providing our customers with exceptional service and ensuring a smooth installation experience, and it is evident that we fell short of your expectations on this occasion.
  We appreciate your understanding and cooperation in allowing us the opportunity to address the product and installation errors through follow-up service. Our team is committed to rectifying any issues that arise, and in this case all the concerns raised were successfully corrected during subsequent visits.
  Regarding the matter of window capping, we would like to clarify our company's policy and procedures. As part of our all-inclusive charge for installation, we include exterior capping without any additional fees. However, it is essential for our team to have unobstructed access to the full exterior of the window to carry out this service effectively. As mentioned in our terms and conditions, it is the customer's responsibility to ensure the workspace is free and clear of any obstructions to facilitate our work.
  In this particular instance, we regret that we were unable to proceed with the exterior capping due to circumstances beyond our control. We want to assure you that our team made every effort to complete the work as per the agreed-upon scope. Despite the challenges faced, we always strive to deliver the best possible service to our valued customers.
  As a token of our apology and appreciation for your patience, we have already provided compensation for the negative overall experience you encountered during the installation process. This compensation aims to demonstrate our commitment to your satisfaction and to make amends for any inconvenience caused.

   As of now, we consider the matter closed, and we will not be able to provide any further compensation beyond what has already been provided. Nonetheless, we remain committed to providing you with excellent service in any future interactions with Nordik.

• Initial Complaint

  Date:16/06/2023

  Type:Delivery 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.

  Nordik Windows is not delivering the half moon that has been ordered as we replaced all the Windows. Management is ig oring our calls and we can't get a definite time frame as we were told that the half moon would be rushed as they forgot to order it. It was ordered on May 10 and the ETA was May 26. Every week we call and do not get answer. We contacted our sales rep and he is now ignoring our calls. Have requested multiple times for Management to call back in the past 2 weeks and nothing.
  
  We request compensation for delay and lack of follow up as we also have financing done through them and we will be starting charged interest as we can't apply for the government grant as the job is not done.

  

  Business Response

  Date: 16/06/2023

  ******, all the windows, including the half moon window, were installed in March. The only missing component is the shaped MDF trim for the half moon, which is used to complete the finished look of the interior window. It's important to note that this trim does not affect the functionality or efficiency of the window itself. In terms of the government grant, please be aware that for the purposes of eligibility, all of the windows have been installed and your account has been paid in full. The missing trim does not hinder your ability to apply for the grant. We apologize for the delay in receiving the shaped trim. However, we want to assure you that it has now been received and is scheduled for installation on June 19. We understand that this has caused inconvenience, and we appreciate your patience during this process. Regarding your request for compensation, we regret to inform you that we do not provide compensation for delays. While we strive to meet our customers' expectations, unforeseen circumstances can sometimes lead to delays in certain aspects of the installation process.

  Customer Answer

  Date: 16/06/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: we never received an invoice and 2 windows were not Iinstalled in March but in April. The patio door and the one window in the family room. 
  
  
  
  Sincerely,
  
  
  
  ****** ********

  

  Business Response

  Date: 22/06/2023

  ******, your paid in full invoice was provided to you electronically on 4/18/2023 according to our records. It has been sent again, today, 6/22/2023.

  Customer Answer

  Date: 28/06/2023

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

  No invoice was send as per the customer service department you were backlogged. 

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

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

  

  Business Response

  Date: 10/07/2023

  ******, the paid in full invoice has now been sent on 4/18/2023, 6/22/2023 and again today 7/10/2023 to *********@*******.com. We kindly ask that you check that it is not being filtered to a secondary inbox or spam folder.

  Additionally if there is an alternate email address that you can provide we would be happy to send to an alternate address. If you know of anybody else who requires our assistance please ask them to contact us so we can help.

• Initial Complaint

  Date:07/06/2023

  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.

  Nov 2022 - original window installation $18K (to date $17K paid, $1K held back)
  2 extra large windows (matching pair) - 1 of 2 could not be installed due to warped frame. (additional smaller windows installed - ok) All windows black trim.
  Jan 2023 - installation of replacement extra large window, it was immediately pointed out that it was incorrect white trim versus black which was the original order and to match the other window. They indicated that this could be corrected.
  ****** ******** - window on left correct with black, window on right with white not correct
  We have had +20 calls back & forth since with promises of rectifying.
  June 6, 2023 - once again 4th time, day of appt, cancellation. They indicated manager would call, no call received.
  Reference # ********  (pulled from one of the emails, not sure if specific to this issue)

  

  Business Response

  Date: 15/06/2023

  We apologize for the ongoing issues and delays in completing the window installation to the agreed upon standards and colour finish. We understand the frustration this has caused and are actively working to address and resolve the situation. The necessary corrections have been rescheduled for Jul 27, 2023, and we are committed to installing the correct black jam extensions as per the original order. We appreciate your patience and understanding as we strive to make this right. If you have any further concerns, please don't hesitate to reach out.

• Initial Complaint

  Date:01/06/2023

  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.

  Description of events:         April 2012 we purchased windows from *** ******* ** ********, On (**        **** **** ************ ** ) the company is now operated by Nordic Windows &  Doors.  The purchase includes 10 year warranty.  May 2022 we had a problem with 1 of the windows purchased......it fell out of the frame.  It didn't break the glass so we placed it back in the frame.  Unfortunately about 2 months later, it fell out again.  August 2, 2022 we called the company for service.  About 2 weeks later a service person arrived & inspected the window, discovering the latch was broken & needs replacement.  He said it would be a couple of weeks before he could do the repair & the office would be in touch to set the appointment.
  That call never occured.   September 2022 we called the company again who then informed us they don't have the right parts in stock, they had to be ordered & it will be late Dec./'22 to early '23 before the repair can be done.
  January 13, 2023 we called the company again, they said the parts are still on  back order, they will call us when they arrive.  Once again, no call!  April 17/'23 we call the co. again, this time they claim parts are in & will have their service person come by & do the repair.   April/'23 we call Nordic again,  they said they'll have a service person come out.  He comes by, but brings the wrong part saying he wanted to show us what they received.  He then claimed the office will re-order the correct part & call us to  set up the appointment.
  No call received..........again! ...............May 24/'23 i send an email requesting service......NO REPLY!      The window has now fallen out 4 times since April 2022, 1 time just missing strcking our grand daughter.  May 25/'23 I send another email ......Again, no reply!   May 26/'23 I phoned asking who the President was.....spoke with Heidi, reception (would not give a last name.  She asked if my call was regards a complaint, I answered:  "yes".  Heidi replied:  "we don't have a President, we have a chain of command"   She suggested I speak with her manager Matisha (won't reveal a last name) but she's not available at this time (about 9:30am).....she also advised she have Matisha call me back sometime that day...............I replied I have an appointment that I must leave by noon to attend.   AT THIS POINT THE PHONE CONNECTION ENDED!  Did she hang up?????
  
  This problem has now reached 1 year, the company has been given more than ample opportunity to do the repair & chose not to.   They have steadfastly refused to initiate contact with us as they agreed to.

  

  Business Response

  Date: 08/06/2023

  We appreciate you reaching out to us regarding the delay in repairing the window you purchased from*** *******. We understand your frustration and would like to address your concerns. Firstly, we would like to clarify that when Nordik Windows & Doors acquired ***, we also acquired the warranties associated with their products, including the 10-year service and labour warranty for your windows. Regarding the specific issue with your window, we apologize for the extended time it has taken to resolve the repair. Our team has been diligently working to obtain the necessary parts from the original manufacturer, as it is our responsibility to facilitate the repair process. However, we regret to inform you that the required parts for your window are no longer in production, which has posed a significant challenge in obtaining them. Despite our best efforts, we have been unable to secure the necessary parts within a reasonable timeframe. We understand that this situation has caused frustration and inconvenience for you, and we sincerely apologize for the delays and lack of communication on our part. Our commitment to customer satisfaction remains unwavering, and we want to find a suitable solution for you. At this point, we are more than willing to offer our technician's time and expertise to assist you in the repair process, should you be able to acquire the required parts through alternate means. If you are successful in obtaining the necessary parts, we will gladly provide our onsite assistance to ensure the repair is carried out to your satisfaction. Furthermore, we apologize for any miscommunication you may have experienced. Our service supervisor, Latitia, has been informed of your concerns and has reached out to you to provide this information. We are actively working to improve our internal processes to enhance communication and prevent similar situations from occurring in the future. We understand that you have been waiting for a resolution for an extended period, and we genuinely appreciate your patience throughout this process. Your satisfaction is of utmost importance to us, and we are committed to finding a resolution that meets your expectations. If you have any further questions or if there is anything else we can do to assist you, please do not hesitate to contact Latitia or our customer service team. We value your feedback and the opportunity to rectify this situation.

  Customer Answer

  Date: 23/06/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  They have built a wall of secrecy, such that I am prevented from speaking directly to the President or General Manager.............the person with ultimate authority.  Additionaly, they accept responsibility for warranty...........BUT..............they want us to purchase the (part "s), advise them on receipt & they'll install.  PROBLEM:  not being a technician I haven't got a clue what part to order.....................They gave us a web site address to get the part ("s) from, BUT there is about 40 different parts & I don't know whicvh one to select.  Further, I am prohibited from speaking with the technician to discern which specific part to order.,

  THE warranty issue is the window keeps falling out of the frame.....without warning;  1x this happened it just missed falling on her.......THAT WOU.LD HAVE BEEN DISASTEROUS ! ( & a monumental lawsuit )

   

  iT'S BEEN  A YEAR...........we want this fixed........they know specifically what part is needed......get it & install it !!!.  I'm not going to order a part,  wait for it to arrive, call the dealer & wait for them to come in & find it's the wrong part, then go thru this routine all over again!  

  Our position.....simple.....fix the window !       If you won't, then we'll let the lawyer handle it     Out of time, out of patience, TIRED OF THE **.

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

  

  Business Response

  Date: 14/07/2023

  The specific parts required for repair are no longer in production by the original manufacturer. As a result, we are unable to directly provide these parts.
  However, despite the expiration of the warranty period and the unavailability of the parts, we still want to assist you in resolving the issue. We have offered to provide onsite service if you are able to acquire the necessary parts yourself. To aid you in this process, we provided a web address where you can explore the availability of the parts as that company is known to stock many parts for both new and older window styles.
  Based on our onsite assessments, the specific part you need is a sash lock. Unfortunately, we do not have the exact size and model details. Your windows, and these parts were never sold or manufactured by Nordik.
  Once again, we apologize for any confusion or inconvenience caused. Our offer to provide onsite assistance remains open, provided that you are able to obtain the required parts. However, we cannot assume responsibility for acquiring the parts on your behalf at this time.

• Initial Complaint

  Date:09/05/2023

  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.

  I had Nordik replace my windows in the house ... 1 window had a stain glass insert that would need to be go back into the new window... the salesman Chuck guaranteed me that the new window would be the same size to fit the stain glass insert ...after the windows where installed I had attempted to have the stainglass insert install only to find out the trim is way to small..I did contact CHUCK about this and was given TRISH A. phone number ... I have left 3 voice mails and have never had a call back .... this is now going on 2 months of waiting to have a call back and a repair done ... the good thing is when the salesman was in my house and guaranteed me that it would fit ... it was all caught on camera that I did save..I need this job finished

  

  Business Response

  Date: 18/05/2023

  *****, we apologize if there was any lack of communication or follow up regarding your order or installation.

  ******** ** a copy of your contract which does not include any mention of stained glass or any special instructions over and above the standard supply and installation of windows and patio doors. Despite this, our installation manager did visit your home on May 9 to inspect and determine if the additional work you are asking can be done. It has been concluded that we can perform this work and we will be reaching out to your shortly to schedule a follow up installation appointment.  

   

• Initial Complaint

  Date:26/04/2023

  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.

  My Wife and I ordered a door through Nordik. The issue first began on the installation date (Feb 7th). Nordik arrived at my home, advised they were preparing to install a broken door that would be fixed at a later date, but as they now realized they forgot a section of the door, could not complete the installation. I advised I would not have accepted a broken door being installed but thanked the individual for coming out. I then called Nordik enquiring what was going on. I was told a manager would call me. 3 days later, no manager called, i called back and was told a manager would call me. 3 days later i called back and was advised that manager went on leave and another manager would call me back. This process continued for the better part of a month, I advised Nordik of their poor service and inability to perform basic functions of returning phone calls. After more phone calls to Nordik, a manager finally called me back advising that my door was now fixed and to setup a date/time for installation. I was offered $150 as compensation (still not received). NEW installation date was April 13. Nordik did not arrive. I called and was advised that the door was broken, again. Nordik investigated the issues and determined that the door was broken again, needed repairs and a new installation date would need to be setup. At this point I advised Nordik that I did not true them, not in a product that was so easily damaged, not in a company that demonstrated such poor customer service and that if I ever needed to claim a warranty claim, that my experience thus far with them was not something I wanted to repeat. I advised Nordik that I would like my deposit ($2800) back and would not like to proceed. April 18th was the last time I spoke with Nordik about this issues. Since then, the manager (Jennifer C.) who was to resolve this issue has been "in a meeting" every time I have called, her superior (Amanada) has also been "in a meeting".
  I am reaching out to the BBB to assist.

  

  Business Response

  Date: 28/04/2023

  Hello ******** we apologize for the difficulties and delays in carrying out your installation. A $150 credit was applied towards your outstanding balance in March at the time it was discussed. Your product is ready for installation and we are hopeful you will agree to an installation date at your earliest convenience. We have provided two options for how to proceed:

  Option 1: We schedule and carry out the installation of your custom front door as contracted.

  Option 2: You may be released from the contract with forfeiture of deposit.

  It is our strong preference to proceed with Option 1 and provide you with the superior product and installation you have been looking forward to since first placing your order with Nordik.
  

  Customer Answer

  Date: 28/04/2023

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

  Nordik has repeatedly avoided my calls and failed to live up to their end of the agreement. It was not until today where I finally was put through to Jennifer C. that these Terms were presented. Again, like before, I was left in the dark and had to follow up with Nordik. Jennifer C. advised the same as the response to the BBB. I was also told that "the door was built so you have to pay for that." It took 2 weeks for Jennifer C. to not be "in a meeting" and take my call or call me back, a constant problem I have found with Nordik. I would point out that Nordik has not kept their end of the agreement by failing to communicate with me at anytime during this process or offering any logical or valid solutions. In fact, Nordik took all my money in Feb and I had to fight to get the final installment back because of their poor service. I would point out that I have not received $150 as compensation for the first "no show" in Feb, technically, I should now be offered $300 for the "no show" in Apr. (To be clear, receiving $150 or $300 would not remedy this issue at this time.) 

  Nordik at no point has provided me with any assistance in this issue other then to repair a door, that they broke twice and repaired, twice. How am I, a customer who has had to deal with a company this poor in customer service or care for their products going to accept a door that I already question the structural integrity of. If this is my experience with trying to have a door provided to me, how would a potential warranty claim be fulfilled? I have been met with nothing but disrespect and flippant behaviour from Nordik, a fact that other customers have reported online and I unfortunately discovered too late. I was told that the Sales Director (Jeff?) would be calling me today (Apr 28th) to discuss these terms (12:39 PM). I have yet to receive a call (April 28th - 3:30 PM)

  With regards to the contract, Nordik has failed on the following point in the contact: 

  ---

  Terms and Conditions, General

  - Once this contract has been signed and payment for deposit received, Nordik Windows & Doors agrees to carry out the work stated in this contract in a good and workmanlike manner in accordance with the generally accepted standard of care in the industry.

  ---

  I accepted the agreement, under the Terms and Conditions. Nordik, however, has not fulfilled the General Section of their Terms and Conditions. Nordik broke the frame of the door and attempted to install the door damaged in Feb (also forgetting the transom in Mississauga). By not complying, Nordik has broken their own contract. They can seek repayment for the door from their supplier or whoever broke the door, twice. 

  I am still seeking the full reimbursement of my funds. 

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

  

  Business Response

  Date: 04/05/2023

  ******** an installer discovering damage upon unwrapping a product or, not bringing a required component of the door on the scheduled installation day, while frustrating, is not sufficient grounds for cancelling an order. No damaged product was installed and we have not breached any of the terms of the contract. Additionally we are not required to o?er any monetary compensation for lost time, wages or missed appointments however we have applied a $150 credit to your account regardless as a goodwill gesture and acknowledgment of the inconvenience.
  

  Your custom front entryway is ready for and we have contacted you to schedule installation. As you have thus far refused installation and expressed your desire to terminate your contract we are informing you that doing so will result in the forfeiture of your deposit.

  Customer Answer

  Date: 05/05/2023

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

  I feel as if the left hand of Nordik doesn't know what the right hand is doing here. To bring all parties up to speed, on May 1st  I was contact by Jennifer C. who advised that Jeff was NOT the right person that should speak with me and she would be asking her COO (?) to contact me to discuss terms. Another example of Nordik the chaos and confusion that is Nordik. 

  On May 2nd I was contact by Shavana/Sylvia (? Apologies, I've spoken to a few people at Nordik and I'm forgetting her name, I will refer to her as "S"). I had spoke with S back in March and after several back and forths S finally returned my balance to me until the door was installed. S now was calling me to discuss the current issue. S advised that the door was ready for installation and wanted to setup an installation date. I apprised S of the current situation and that I no longer wished to work with Nordik after continued failings on their part. S advised that she could give compensation AFTER the installation, I asked what the amount would be. S refused to provide an amount and said we could discuss after installation. I advised S that the balance was my only card in this game that Nordik was playing and I did not wish to play games. S asked me what I though would be appropriate compensation, I advised I did not want compensation, i wanted my deposit back. S continued to try this line of questioning. I eventually was told I was not being cooperative, I advised S that I would not move on this issue unless Nordik either returned my deposit or offered adequate compensation and advising on the compensation BEFORE installation. S finally relinquished the information that she could offer me $500 for the two no shows. I advised S that I was perplexed as to why Nordik continued to avoid addressing the main issue of them breaking the door. This issue is well beyond Two no shows and is focused on Nordik ************. 

  By the end of the conversation S continued to repeat that I was "unwilling" to have the door installed. I advised S that Nordik attempted to install my door TWICE and broke the door TWICE and was taking no fault in this situation and was attempting to bully a client into paying Nordik more money for their ************. S then continued to repeat the line that I was denying Nordik the opportunity to install. I pointed out that I gave Nordik two opportunities, which they failed. S also advised me that two no shows isn't something to be concerned with and that she has clients that have experienced 7+ no shows. I advised S that that would not be something I would feel comfortable advising clients as I found that insulting and more proof of Nordiks ************. 

  I also asked S if she was Jennifer C. COO (?), to which she advised she was not. Again, another example of Nordik's complete lack of communication with in the company...

  I would like to reiterate that Nordik has continued to take no ownership of their failings in this issue and has instead left me with either losing my deposit or giving them more money. The over arcing issue in this entire ordeal has been Nordik's complete lack of communication, accountability and respect for clients. This had resulted in a complete lack of trust on my end and the main reason for my hesitancy for continuing to work with them. 

  To reiterate, instead of apologizing, and trying to remedy the situation, Nordik took a defensive stance both times, making no attempt to diffuse the situation. I had to constantly follow up, constantly ask for updates, and chase contacts. These all caused an escalation of my frustration, which was not necessary had Nordik handled this with any semblance of customer service in mind. 

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

  

  Business Response

  Date: 15/05/2023

  ******** we have apologized, we have offered compensation and we are ready, willing and able to install your door and have made numerous attempts to schedule.

  You have informed us that you are not accepting the product and installation and we have therefore provided you with the paperwork required to cancel. 

  Customer Answer

  Date: 23/05/2023

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

  Again, to bring all parties up to speed on this issues.  
  
  On May 5th my wife and I received notice from Nordik that we were being sent to Collections, contrary to the two options provided by Nordik and the “10 day cool-down period” Surana was enacting after our phone call.  
  
  RE:******* 
  Outstanding Balance:  $6350.01 
   
  Dear ******* ***  
  
  Unfortunately, we still haven’t been able to connect with you to schedule your installation. Please contact our installation team at 905-575-8078 or ********************@*******com to schedule your installation within the next 2 business days to secure your date.  
  
  Should we not hear from you within the next 2 business days, we will regrettably be forced to assume you have terminated our contract  and your outstanding balance of $6350.01 will become immediately due and payable.  
  
  Thank you in advance for your cooperation. 
  
  Sincerely, 
  
  Collections 
  ---  
  
  I called Nordik asking what was going on. Annette (who I spoke with in March while everyone was in “meetings”) advised that due to my actions of not proceeding with the installation, I was being sent to Collections. I asked what exactly I was being sent to collections for as no door was installed and this was contrary to what Surana advised on our May 2nd phone call. I believe Annette then realized she was missing information and advised she would have Surana call me back. A half-hour later Annette called back advising that she has spoken to Surana and per the information provided by Surana, I was indeed being sent to Collections. I advised that this was contrary to the two options provided by Nordik on May 4th. Annette advised that she was unaware of the two options and asked me to provide her with Nordiks BBB reply. After receiving the reply Annette called back a second time apologizing for any issues she caused and advised that the two options superseded the Collections notice and we would not be sent to collections. Annette offered to set up an installation date. My Wife thanked Annette for her apology, advised that she felt it was the only genuine apology we received from Nordik, but again and especially after this situation would not accept an installation.  
  
  At this point, feeling that we had no other course of action available to us my wife and I accepted Option 2: You may be released from the contract with forfeiture of deposit 
  
  Annette advised we would be sent a waiver form to release us from the contract.  
  
  On May 11th I received an email from Tamara S. copying Surana (S from previous note) and Annette, with a Waiver.
  
  
  On May 12th I replied:  
  Hi all,  
  Please see the attached edited contract.  
  To begin, it is rather unfortunate, but par for the course, for Nordik to draft such a ************* contract. 
  The second paragraph insinuated that I and my wife have chosen arbitrarily to cancel the contract, this is not the case, edits reflect a very minor aspect of the situation, but sufficient enough for this document.  
  The last paragraph is removed in its entirety. This is a contract to cancel and forfeit a deposit, not a Non-Disclosure Agreement. At no point have I or my wife agreed to such language or situation. It is not surprising that Nordik would add this section to a contract, after the saga that has been my interactions with Nordik. I, however, will not be signing any agreement with that section included.  
  If Nordik is amenable to the edits please feel free to return a clean final copy to me.  
  
  Nordik Replied on May 15th:  
  Good morning ******** 
  Our contract cancellation is a standard document that was drafted by our legal council, and we will not accept an edited version of it as sufficient to cancel the contract. 
  We will need you to sign and return the original document. 
  Sincerely,
  Tamara S. 
  Accounts Receivable Specialist
  
  
  On May 23rd I replied:
  Apologies for the delay.  
  Again, as mentioned, I'm not comfortable signing a waiver with the current wording.  
  After consulting with a lawyer about the issues, frustrations, and Nordik's failure to, “carry out the work stated in this contract in a good and workmanlike manner in accordance with the generally accepted standard of care in the industry.” 
  I am offering to sign the waiver as is, on the condition of a full or 50% return of my deposit, or seek to engage and proceed to small claims court.  
  Please advise on the position Nordik is taking.

  
  Nordik Replied on May 23rd:
  As Tamara indicated, our release is standard and final.
  To be clear, it was your decision to forfeit your deposit and get out of the contract.  
  We have always maintained our willingness to complete the installation however you have fused to allow us to do so.
  By not signing the release, the contract remains live and you will be held responsible for damages as a result.
  Hope this clarifies any questions or concerns you may have.
  Surana B.
  Director of Accounts Receivable
  --- 
  I will be further discussing and weighing my options with my own council before considering again/signing Nordik's "waiver". 
  
  
  
  Sincerely,
  
  
  
  ******* ***

  

  Business Response

  Date: 31/05/2023

  Hello ******** thank you for signing and returning the contract cancellation release, we now consider this matter to be resolved. We are sorry that we will not be working together to see this exciting project through to completion. 

  Customer Answer

  Date: 02/06/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********. I am glad to no longer be dealing this ************* company. 
  
  
  
  Sincerely,
  
  
  
  ******* ***

• Initial Complaint

  Date:19/04/2023

  Type:Delivery 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 had windows installed last August.
  From day one one of the windows did not work properly.
  We have been told several times that technicians would be out to repair the window.
  The last time he was here in March, he said we will need a replacement window. Since then we have been given 3 different days for installment. Did did not show up. This is so frustrating did did not get use of the window all summer. Thank you.

  

  Business Response

  Date: 26/04/2023

  *******, we apologize for the delays in returning to install your replacement window. Installation has been scheduled for Monday, May 1st.

• Initial Complaint

  Date:04/04/2023

  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.

  Hello,
  Nordik Windows installed new windows at our place on February 24th, 2023. One of the 5 windows was too small (they hadn't measured the opening properly). Nordik ordered a replacement window right away. But the ETA has been postponed several times since then, and they have yet to give me an ETA and install date, despite numerous emails.
  I'd like them to contact me right away to set an install date for no later than June 4th.
  Thank you

  

  Business Response

  Date: 11/04/2023

  Hello ******, your remade window with corrected measurements has been scheduled for installation Friday, April 21 with your preferred installer.

  Customer Answer

  Date: 11/04/2023

  
  
  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:27/03/2023

  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 purchased 5 windows and a patio door on June 25/2021. The windows were installed on Sept 21, 2021. The patio door was installed on Oct 12, 2021.
  
  On Sept 26, 2022, while cleaning the window in our spare room, I discovered that my new window never locked close and therefore never sealed properly. I had upgrade to a triple pain ER 48 rated window that was not quality checked at the factory or by the installer.
  
  I contact Nordik and got a service appointment on Oct 12.2022.
  
  ***** arrived at 6pm. He inspected the window and was unable to make it seal. He took pictures and videos of this awning window as well as another awning window in the master bedroom.
  
  While comparing windows we noticed 2 different locking mechanisms. Both windows were to be rated ER 48.
  ***** left a voice message and pictures for the service manager and told me the manager make a decision on whether to replace the window and that I should hear in about 2 weeks. That was Oct 12.2022.
  Contacted Nordik Oct 21, Nov 5, and Nov 15 and they were still looking into it.
  
  On Nov 17, 2022 I received an email stating a new lock bar mechanism had been ordered and was expected to arrive Dec 9, 2022.
  
  Email received Dec 10 stating a product delay.
  
  Email received Jan 15 stating parts had arrived and I booked a service appointment for Feb 2, 2023., 1 - 4 pm.
  
  Feb 2 at 3pm I received a call from service tech ***** stating he was not going to be able to make it.
  
  2 days later I called service and was given an appointment for March 8, 2023 8am - 12pm.
  
  On Feb 16, I received an email stating my parts were order and were expected on March 2nd,
  
  I called on March 7 to confirm my appointment on March 8th only to be told I did not have an appointment.
  
  On March 10th I received an email stating my parts had arrived.
  
  I called and booked an appointment for March 23, 8am - 12pm. That's today and no one showed up or called to cancel!!
  
  I would like a refund of $1375.00 + $175.75 = $1553.75

  

  Business Response

  Date: 31/03/2023

  Hello ***, we apologize that the parts needed to make corrections onsite were misplaced and we were unable to complete your appointment as scheduled. ***** has reordered the parts he identified as being needed and we anticipate receiving them in the next 2-3 weeks at which point we will contact you to schedule a follow up appointment. We apologize for the inconvenience.

  We will not be issuing a refund on your order.

  Customer Answer

  Date: 31/03/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because this is the 3rd time parts have been ordered for my window. 

  No one has shown up at my Home for the 3 previous appointments to repair my window.

  I received a window that was suppose to meet ER 48 rating from the factory and it did not meet that rating. There is no guarantee that modifications made on my window will result in that rating.

  I willing to accept a window replacement or a full refund,
  
  
  
  Sincerely,
  
  
  
  *** *****

  

  Business Response

  Date: 11/04/2023

  Hello ***, the required parts requested by our warranty service repairman are being shipped to your local Nordik location this week. Once received we can schedule the follow up appointment. The initial assessment determined that onsite service would resolve the concerns with the product. We have not yet returned to carry out these repairs and must insist on being granted access to attempt repairs before any further actions is to be considered. We do apologize for the delays and look forward to providing you with a resolution shortly.

  Customer Answer

  Date: 12/04/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: the initial assessment by ***** indicated he was recommending the Replacement of the window as he felt it could not be repaired without additional holes in the vinyl which would impede the ER rating of the window from the factory.

  If Nordik will  have a Ministry employee who is involved in the ER standards process, inspect my window after alterations, I am willing to let them alter my window and allow certification of the ER 48 rating.

  
  
  *** *****

  

  Business Response

  Date: 26/04/2023

  ***, we are not opposed to replacing any window that cannot be repaired. However our technician has advised that concerns with your window can be corrected onsite and that is our intended course of action to resolve this issue with the product.

  You are welcome to make arrangements for additional inspections with third parties at your own expense.

  Customer Answer

  Date: 26/04/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response unless you at Nordik, can confirm your technician is qualified to certify the ER 48 rating of this Nordik window after your companies modifications. Please send me his certification qualifications from the ministry. I will not be paying for someone to certify the rating of a window i purchased under good faith from Nordik to be an Er48 rated window that never has sealed from installment in 2021. 

  
  
  Sincerely,
  
  
  
  *** *****

  

  Business Response

  Date: 04/05/2023

  ***, ER ratings are determined based on the design and materials used in the construction of the window. Repairing the operating and locking hardware back to full functionality does not alter these parameters. We are scheduled to be at your home May 17 to provide service and our technician can determine if the repairs were successful.