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Business Profile

Window and Door Installation

Nordik Windows & Doors

Complaints

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

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    Customer Complaints Summary

    • 79 total complaints in the last 3 years.
    • 10 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint type

    • Initial Complaint

      Date:14/03/2023

      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.
      We purchased new windows of the address notes : second residence July 22,2022
      What we purchased was windows full frame windows with vinyl jams
      The date of installation was Sept 30th- the day of before the install they called to advise they may need to cancel - 1st issue- they found someone to come out- they ended up sending 1 person to do the work- who showed up almost 2 hours late ( outside appt time)
      2 windows that were done were not done as we had purchased ( full frames) but instead just a window insert- we told the installer that was not correct but he said that is what he was told
      I immediately called the office- to be told to contact the sales person- I did that and he said he had to call me back ( never heard from him again)
      Contacted the co. next business day as closed weekend - the situation was escalated to a manager- who advised the sales person was no longer there- they had a different contracts and there was an error
      They came, remeasured the window in Oct/Nov and again never heard from them
      I have chased them through this process
      We finally had arranged an appt for Feb 6 - no one showed up and no call
      I called the office to be told they could not come and forgot to let me know- they would reimburse me for my time $150- still have not received it
      They rebooked for the following Sat- again no call no show
      They finally showed up the following weekend- installers did not have a clue what they were working on- 2 windows they thought 4 and did not know what they needed to do- they also did not have the proper materials- they still went ahead with the work and I contacted Nordik to advise we were not ok with things
      Another appt made to come fix it March 6- from 12-4 - called received at 2 to say that had to cancel as they could not do the work and did not have the material
      Been waiting for resolution and have reached out to many people including CEO Eric- with no response-latest person Laticia- said they could use aluminum- but have not heard back -

      Business Response

      Date: 16/03/2023

      Hello *****, yes on July 22,2022 you agreed to purchase 3 full frame and 1 insert replacement windows. Upon a follow up remeasure appointment in August it was determined that inserts were a better fit and solution for your home and a revised contract was provided for 1 Full Frame and 3 Inserts, which you signed and this is what went in to production and was installed. We are working with you to provide an agreeable solution and are scheduled to return on March 28 to install aluminum jamb covers at no additional cost above and beyond the contract price. Yes we did miss appointments and the promised $150 credit will be delivered electronically shortly if it has not already, we do apologize for the delay. We will not be considering a refund of the order and do not compensate for lost time or wages or for delays on products. 

      Customer Answer

      Date: 16/03/2023



      Complaint: ********



      I am rejecting this response because:

      We were NEVER told that the full windows were changed to inserts. 
      I only ever agreed to 2 inserts in the basement (2 small windows).

      The original manager I called right after installation told me for some reason there were 2 contacts for some reason and we were never made aware.

      I have not received compensation for the multiple missed appointments and am still waiting for $150.

      Only after 4 people looked at that same window do we find out the day of the appt to put in vinyl jambs that it can not be done. Hence the reason you are putting in aluminum. 
      Frankly, it’s been a joke the way you have handled this contract.

      I will wait to see what happens on the 28th.

      I have been more than accommodating considering the multiple times your installers did not call or show. I have to move around my schedule to be available and my time is worth something. Most people are not sitting at home doing nothing.




      Sincerely,



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

      Business Response

      Date: 31/03/2023

      *****, the change from full frame to insert occurred during your August 9th remeasure appointment with Eric S. and confirmed on your updated signed contract. This is what was manufactured and installed.

      Compensation has been provided via e-transfer and auto-deposited in to your account according to our records.

      Customer Answer

      Date: 03/04/2023



      Complaint: ********



      I am rejecting this response because:

      Hi there

      As discussed from the day of installation, when I called your office while the installer was there, we were Never told about the change. *** **** **** ******** *** ******** ******* * ******* ****** **** ** ********* *** ******** ** *** ***** **** *** **** ** *** ******** *** ********* In addition, Eric did NOT come and remeasure the windows. We were told someone was coming but then told no one would come since Eric had measured himself when he was there.  Hence the reason I called on the day of install because the installer told us it was not a full frame but insert. You directed me to contact Eric which I did , ok was driving and had to call me back , i never happened. I called and spoke to a gentleman who also sent an email stating that Eric was no longer with the company and he would look into it.I sent him the contact we had and he advised that for some reasons there were a few contracts but he would have it resolved. 
      So after many months of me contacting you with failed resolution, we have been told that the only solution was a cheap almunimum cladding that we had not agreed to because it looks terrible. We purchased a full frame window in the bedroom with all windows jams in between vinyl and that is not what wr got or can get. The compensation was $150 for my lost time for the numerous appointments cancelled. There has been nothing further done for the fact we did not get the windows we paid for. You compensated $150 extra but no idea what that was for and it by no means changes the fact that we did not get what we were promised.


      Sincerely,



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

      Business Response

      Date: 21/04/2023

      *****, we manufactured and installed the windows as per the most recent version of the contract. We apologize if the finished product was not to your expectations. We did apply an additional credit to you reflective of the difference in pricing between what you expected versus what you received. Additionally we did send a technician to inspect and modify the window finishings however it was determined that the windows in their current finished and painted state were just as good if not better than the planned modifications. We apologize for any confusion or undue stress that this has caused, your entire order remains fully warrantied for 25 years should there ever be a concern with the product or installation.

      Customer Answer

      Date: 28/04/2023



      Complaint: ********



      I am rejecting this response because:

      Please stop saying that you installed based on the most recent or updated contract. First off, as I mentioned I never agreed to that contract as we were never told that anything changed. The signature is not mine so that in itself speaks volumes about the way you all operate your business. The day if install I called your office because the work was not what we agreed on and was hoping it would be dealt with since the installer was there, but here we are and you still say we were aware. Own up to the fact that you guys have been trying to cover up since last year. Everyone we dealt with is no longer there either. The compensation was offered by your manager of $150 for the day wasted when he knew the installer would not be coming and no one advised us. So that additional $150 does not cut it considering the many appointments that we no shows or cancelled by you with no contact! The windows my husband painted the frames to make it look better because it was no pretty. The trim that was installed was garbage and the nails holes were not even filled. Not too mention your solution was to use some cheap outdoor aluminum on the inside that would look terrible. For all those reasons I am not satisfied with the job.




      Sincerely,



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

      Customer Answer

      Date: 15/05/2023



      Complaint: ********



      I am rejecting this response for now, until the work is completed and we are contacted for a settlement that we agree on. 



      Sincerely,



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

      Business Response

      Date: 25/05/2023

      Hello *****, we apologize for the delay in scheduling the screen installation/drop off. As soon as it is ready we will contact you to let you know. We did discuss a settlement nearly 2 weeks back which you were going to consider and call us back on. To date we have not been contact back. Please reach out to continue the previous discussion at your convenience. 

      Customer Answer

      Date: 30/05/2023



      Complaint: ********

      I have not heard back from anyone. Yes I wanted to have a few days to speak to my husband however was under the impression you would be calling ME back, not me following up with you. 

      As mentioned, the screen that was to be replaced was not completed and so now we wait for that to be resolved. I will wait to hear back from you on both points and hopefully all the work and compensation is completed soon to be able to final out this to rest.


      Sincerely,



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

      Business Response

      Date: 09/06/2023

      Regarding the screen replacement, our team has scheduled an appointment for July 5th. We appreciate your patience in this matter and assure you that we are working diligently to resolve it as quickly as possible.
      In regards to the settlement discussion, we apologize for any miscommunication or misunderstanding. We now understand your expectation was for us to initiate the contact and we apologize for any inconvenience caused. Rest assured, we are committed to resolving this matter and ensuring that all work and compensation are completed to your satisfaction. We have now reached out and left a voice message to this affect as well. We value your feedback and appreciate your understanding. If you have any further questions or concerns, please do not hesitate to reach out to us at your convenience. We are here to assist you and bring this issue to a resolution.

      Customer Answer

      Date: 21/06/2023



      Complaint: ********


      At this time I am rejecting this for 2 reasons:

      1 the work is yet to be completed and will wait until the screen is actually installed as the last time it was to be completed- it was not due to the ordering of the incorrect size

       2- we have agreed to what we feel is very minimal compensation considering all that we have had to deal with and for the fact we have not received what we were sold. however I am unwilling to sign off on any document for receiving this minimal compensation and feel it is in bc fact quite inappropriate to expect us to do so since we have lost all faith in your company to deliver on your word. We also do not feel comfortable that it will not be used to void warranty on our windows.

      I would like to have this issue put behind us but will not agree to these terms.


      Sincerely,



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

      Business Response

      Date: 30/06/2023

      Hello *****,

      Service is still scheduled for Jul 5, 2023 as previously communicated and agreed to. We are looking forward to resolving this outstanding issue.

      We agreed to provide the compensation amount which you deemed to be acceptable in your June 13 voicemail and sent our standard release to be signed off on. At this time you have indicated you will not be signing the release and we consider this matter to be closed. Should you change your mind and wish to revisit these discussions we remain open to all that has been previously discussed and agreed to.

      Customer Answer

      Date: 11/07/2023



      Complaint: ********



      I am rejecting this response because:

      I am not prepared to sign off without a very clear line added to make it clear that by signing off on a small compensation in our opinion, will not void any part of the warranty.

      otherwise, I am uncertain how we will be able to resolve this issue.


      Sincerely,



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

      Business Response

      Date: 19/07/2023

      Hello *****, if you would review the compensation agreement we sent you it does contain what you are asking.

      "The Company’s warranty is still applicable to the Company Products."

      We understand your disappointment and frustration with the process and we, like you, would like to move forward and put these issues and concerns to bed. 

    • Initial Complaint

      Date:07/03/2023

      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.
      Ordered windows from them on December 9, 2021. Was estimated they would be ready for install 20 weeks out. Company booked several installation dates then changed them. Always lied about what happened, someone was sick, truck broke down, etc. Company sent out installers who showed up in late summer 2022. Windows were damaged. Installer took one window out and then stopped. Filled it in with foam after damaging personal effects inside house. People in the office are useless, unless they want to take your money. No one will give you a straight answer and will not return phone calls. Turns out not all windows have even been made.
      Spend your money elsewhere. The company does not care about you. I would highly recommend recording them if they call so you can use them in court.

      Business Response

      Date: 16/03/2023

      Hello Dave, we apologize for the delays in producing and installing your replacement windows. We have all of the relevant shapes, sizes and materials to complete production of your windows and will contact you as soon as the entire order is produced and ready for installation. As request by you, we will not be contacting you again until the entire order is ready to be scheduled for installation. Once again we apologize for the delays.

      Customer Answer

      Date: 16/03/2023



      Complaint: ********



      I am rejecting this response because:

      I have been told on numerous occasions that everything was properly measured and ready for the previous 3 installations. I do not believe that anything will change. I would like confirmation that the windows that were scheduled to be installed are not damaged on the outside, as they were when the installer came to install the rectangular windows. Also the only window that has been installed is a complete eyesore on the exterior, and looks even worse on the inside.



      ***** ***

      Business Response

      Date: 29/03/2023

      ***** the shaped window profile that was created on the previous visit was not useable and we are sending a worker back on March 29 to make a proper profile. This is an amendment to the previous reply which we said we had everything needed to move forward. A profile had been made and it was believed to be correct however a upon further review it was determined it would need to be redone. As for your concerns with the remaining windows to be installed they have all been freshly manufactured and the previous windows sent to be installed were discarded. Our Installation Manager did an inspection of the installed window and has left instructions for how to correct this on the next scheduled installation date.
    • Initial Complaint

      Date:01/03/2023

      Type:Service or Repair Issues
      Status:
      ResolvedMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I had 2 sliding glass doors done in May 2022. Both done poorly by the sub contractor they used. They actually broke the track on one door and put nail holes in the frame of the other. And forgot pieces for the safety bar. I can appreciate that they cant control their subs work, but they have been terrible at making the situation right. We're now 9 months later, dozens of phone calls and only one door has been repaired. Everytime i call i get a different story. Parts are delayed. Parts are at our warehouse but not shipped. Ill call you back, with never a call back. Now parts are not at our warehouse and are 2 to 4 weeks away. Most recently they said my ticket was closed because all repairs have been completed!?! I have probably called 50 to 70 times in the last 6 months alone. No one is even returning my calls anymore. As well, the powder coat paint has been peeling of the handle and was supposed to be replaced as well.

      Business Response

      Date: 08/03/2023

      Hello ****, we apologize that your service had been mistakenly marked off as completed. This has been reopened and a replacement frame and handles have been ordered to resolve these outstanding issues. We will advise as soon as the replacement parts are received and will contact you to schedule the repairs at that time.

      Customer Answer

      Date: 08/03/2023

      Complaint: ********

      I am rejecting this response because: i finally spoke to someone last week who said they would handle my file. She advised she would order the parts and call me the next day to advise the timeline. I asked if she could rush since ive waited 9 months already. Sure enough, she didnt call back. Now, a week later i called in again and was told by a different warranty person that my parts are coming at the end of May. Three months from now. I expect after the horrible service, the numerous mistakes, the dozens and dozens of no call backs and having waited 9 months already, that you do more. I expect you to rush this. I expect that this be a priority. Which by your actions, its not.

      Sincerely,

      **** *******

      Business Response

      Date: 16/03/2023

      ****, we apologize that our team did not contact you after saying they would do so. Your replacement parts were ordered as promised with a request that they be rushed and the current ETA for the replacement patio door frame, from the manufacturer, is for mid-late May. We will be requesting regular updates from them and will communicate any changes as soon as we receive them. We are sorry for the already lengthy process and look forward to providing you with a resolution as soon as possible once the required parts are received. 

      Customer Answer

      Date: 16/03/2023

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that I really have no choice in the matter. I will be stuck waiting close to 13 months to have my door repaired. My options are zero.

      Sincerely,

      **** *******
    • Initial Complaint

      Date:27/02/2023

      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 have had several problems with the window company.
      Their sales person completely misrepresented both the company and the product. The Quality of the windows I was shown was no where near the windows that were delivered. The vinyl molding is wrapped and stapled and has gaps and creases on all the windows. The molding I was shown was flush with the wood perfectly and linear appeared glued.
      I was told that Nordik manufacturers there own windows. After reading some of the replies to other complaints and speaking with the company. I learn that they are not the manufacturer.

      Business Response

      Date: 03/03/2023

      ********** all 23 windows included in your order are custom hand made for you by Nordik in our production facility, there is no third party involved. We acknowledge and are sorry to say that your concerns are valid and do not represent the standards we expect of ourselves or the standard you should expect when signing with Nordik. We do stand behind our products and installations 100% and back them up with our full 25-year warranty.  As discussed and planned during your in person meeting we will be returning May 3-4 for full remediation work on your project, all recorded concerns will be repaired and replaced onsite and we will continue to provide full support and assistance on your products and installations for the entire 25 year warranty period should any new concerns be reported. 
    • Initial Complaint

      Date:15/02/2023

      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 had windows installed improperly, trim was not done proper, we tried contacting them several times on several different forms of media, we were told to do an online survey once I got ahold of someone at the office and that we would b contacted in the next 30 days, no one contacted us for over 8 months , now they want payment for what was done and are not willing to fix the issues , they want interest even though they wouldn't contact us, we tried to cancel the other patio door and front door but no one contacted us back either, then once it came in the salesman told my wife he would just dump it on our front lawn and bills us for it, I asked the salesman several times before my wife signed the contract if they used their own employess or subcontractors, he said they only use their own employees and not subs so they can make sure that it's a quality install, when they showed up my wife found out they were subcontracted out, not nordiks employees like was said in our original meeting with the salesman. They have been very poor in any communication and we can not get any answers, I've tried the salesman and he won't even call.back either, I had to pay another $1,000 to fix the trim and other things to do with the install, they never answered back the rest of the year so we figured we were left for dead and didn't know what else to do

      Business Response

      Date: 15/02/2023

      Hello ***** we have no record of you contacting us with concerns about your window installation and trim and therefore no follow up service ticket was ever created. We apologize if there was a communication on this matter that was missed. Please let us know what specifically requires repairs so we can take the appropriate steps to resolve this for you. You can reach your local Nordik office by phone at ***** ******** and select option 2 on the menu for warranty and service related matters.
    • Initial Complaint

      Date:31/01/2023

      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 concluded a contract to replace three windows in the basement in the February of 2022. The contract reads the estimate time for installation to be 6-8 weeks. In April, they came to install the three windows. It turned out that only one of three was the correct size and specs. One came in the wrong size (a few inches smaller) so the installer added wood framing as a temporary solution. In May, another installation date was arranged, and at that time one of them was good, the other one for the bathroom came clear glass instead of frost glass. Nordik said they will produce the correct window.

      Between May and October, three more installation dates were arranged, and each time we had to make an arrangement to take time from work to stay home. One was a no show, another time the installer came after the four hour slot they had given us. For the October date, we reminded Nordik that it cannot be rescheduled. They agreed. On the day of installation, the installer showed up with no windows.I followed up by call and email, and no response. By this time, we had already paid for the amount of the two correct windows, and more, but not the full contract amount.

      They called twice between October to January to remind us of the final payment and we reminded them that we did not receive the windows we ordered.

      In Jan 2023, we received an email for another payment reminder. We were told that we must pay within 48 hrs or they will send the bill to the collections, among other penalties. They said that we must pay in full before they would install the correct window, which is a breach of contract. We complied out of fear and paid, and asked for an installation date. They then responded to say that they do not exchange windows in winter and someone will be in touch in March to arrange a date. We do not believe this will ever happen based on their lack of communication, except payment reminders. We want the final payment back until the correct window is installed.

      Business Response

      Date: 01/02/2023

      Hello ****, yes your window was mistakenly produced and installed with clear instead of frosted glass. On Nov 9 our service team contacted you to schedule the switch and you declined by saying you were no longer interested.

      Declining remediation work does not nullify or cancel our your obligation to pay the agreed upon amount in your signed contract. 

      Thank you for paying your outstanding balance. Your replacement frosted glass is still in our warehouse and ready to be scheduled if you would still like to receive it. As has been communicated, we highly advise against and avoid glass replacements during the coldest months of the year due to the high failure rate that bitter cold temperatures create. This is different from handling and working with full frame windows which we do install year round.  

       

      Customer Answer

      Date: 01/02/2023



      Complaint: ********



      I am rejecting this response because: we should not have been charged for the full amount of windows and t********* to be taken to court when you failed to install the correct window at five different installation dates. Taking the time from work for these five dates already cost us more than the price of the window and a reasonable company with integrity would have let the contract terminate for your failure to meet the contract terms. I'm happy to hear you are able to install our window in the spring- if it is the case, please schedule an installation date in March now as my experience has been that the installation date is several weeks away from the time of booking. And we'd ask for a refund until the installation is complete. 



      Sincerely,



      **** ******

      Business Response

      Date: 14/02/2023

      ****, we do not object to customers holding back a portion of their balance until remedial works are carried out, but upon refusal of remedial work we do insist that the balance be paid in full as agreed upon. We apologize for any missed appointments however we do not offer any monetary compensation for lost time or wages as outlined in our signed contract. The Nordik service department reached out to you to schedule a March appointment and left a voicemail. As of today, Feb 14, we have not heard back or confirmed an appointment date with you. Please reach out at your convenience to avoid any further delays.



      Customer Answer

      Date: 17/02/2023



      Complaint: ********



      I am rejecting this response.

      I do not object to the company failing to install the window at their first, or second installation attempt, but upon your failure at the fifth attempt over six months with no solid reason, we do insist that you failed to meet the terms of the contract which stipulates your best effort to deliver product without delay.

      I did call back the number, however the number is not in service according to the message I reached. There was no voicemail either to describe what the call was about. Nonetheless, I called your service dept number and booked an installation date.

      I do ask my last payment be refunded until the installation is complete as per the contract terms. Please also confirm that this is the last installation date that I am obliged to arrange and if you fail to install the correct window, you will refund the last payment and close the file.


      Sincerely,



      **** ******

      Business Response

      Date: 01/03/2023

      Thank you for returning our message and booking your appointment. We are scheduled to provide onsite service March 2, 2023 to install your frosted glass.

      Thank you for making all of your payments, your account is in good standing. We are obliged to provide 25 years of after sale service at no additional cost under the terms of your purchase. 

      At this time there are no funds to return and we do not offer compensation for lost time or wages.

      Customer Answer

      Date: 02/03/2023



      Complaint: ********

      Hello

      I do not accept the response. Yes a technician came today to replace the wrong windows with the correct one. Except that once again, you brought a wrong size. Again a wrong size. You had many months to verify the product since you explained that the window was in warehouse, waiting to be installed.

      The contract stipulates that you make every effort to deliver the product in a timely manner. Please acknowledge that you are unable to meet the term of the contract. 

      You have no right to collect money for a product that you did not deliver. I was forced to make the payment because you ********** to take me to court. You are not obliged to provide a 25 year warranty because we are saying we can terminate the contract. You don't need to try to order the correct window after 6 failed attempt. Please simply return our money back.


      Sincerely,



      **** ******

      Business Response

      Date: 16/03/2023

      Hello ****, we apologize for the latest setback and that the replacement glass was not able to be installed.

      Our technician has provided the measurements taken onsite for us to remake the glass to the correct specifications.

      We will notify you when the replacement glass is ready to be scheduled (approx 3-4 weeks time) and are hopeful that you will allow us to carry out this corrective work. 

    • Initial Complaint

      Date:17/01/2023

      Type:Delivery Issues
      Status:
      ResolvedMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      In March 2013, we had all the windows (12 in total) in our house (65 Darren Drive, Angus) replaced by ******** ******* ****** *** ***** (now Nordik) with life-time warranty windows.
      We called them in July 2022 to advise a window has started to "cloud" and they sent a technician on Aug. 4th who measured the window and advised it would take 4-6 weeks for the new window. As we heard nothing more, spoke with Audrey on Oct. 18/23 who advised they have not yet followed up with the Supplier and would call me back. Having heard nothing, I called back Nov. 4th and spoke with Heidi who advised the contract is still not pulled. I advised there were now additional windows with the same issue (7 in total). At her request, I sent her our copy of the original contract/warranty. Another technician came out Nov. 9th and looked at all the windows.
      I called again on Dec. 21st as still no response and was advised they have still not pulled the contract. Requested a manager to call me - no one to date.
      Sent another email on Jan. 2/23 asking for a resolution. Received a response back from Heidi on Jan. 9th that it shouldn't be taking this long, but it's a warranty issue and they are at the "mercy" of the Supplier and will reach out when they hear back.

      It appears Nordik is not taking responsibility for repairing our windows. Anything BBB can do to rectify this 6 month long issue would be very much appreciated.

      Thank you,
      ***** ********

      Business Response

      Date: 27/01/2023

      Hello *****, we apologize for the lengthy delay in servicing your warranty request. We have thus far been unable to acquire the parts needed as we have been unable to provide the original manufacturer of your windows with the documentation they require to supply the parts under warranty. The ******** ******* filing system was frustratingly lacking any real system and was paper based and we have not been able to locate the required records. Additionally while we thank you for providing images of your paperwork the photo quality is too low to obtain any of the relevant information needed to assist us in this matter. If you were able to provide high quality images this would be most helpful. We have also requested any additional information, labels, etchings or serial numbers off of the windows, anything at all that would be relevant and that would assist us in putting in your warranty claim with the manufacturer. Our team of technicians are ready to do the repair work as soon as the needed replacement parts are obtained.

      Customer Answer

      Date: 28/01/2023



      Complaint: ********



      I am rejecting this response because:

      This warranty issue has been going on since August 2022.  This is now the first time I am hearing the documentation I sent is not legible, since I sent it in November.  We sent the full sticker removed from the window from the initial installation and a photo of the clear sticker on the window.  Poor business practices does not counteract a lifetime warranty.  There has been a tech out two times and at that time, why was the sticker on the window not looked at?

      I will be coming into the business with my original paperwork so Nordik can take copies and then there will be no further excuse that they cannot read the information.  As I have sent the sticker from the window, the responsibility now lies with Nordik to send out a tech to look at it and at the same time, measure the 7 windows that are now defective so we can move this matter forward.

      Enough excuses.  Honour the warranty!




      Sincerely,



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

      Business Response

      Date: 10/02/2023

      Hello *****, the window manufacturer ********* will be handling your warranty claim moving forward. This is their product, they have been given the information and are to reach out to arrange next steps and fulfill the warranty claim. We apologize for the delays and for not being able to assist further. 

      Customer Answer

      Date: 21/02/2023



      Complaint: ********



      I am rejecting this response because:

      In the last email we received from Nordik on Feb. 7th, they advised ********* will be in contact with us directly within 2 weeks to handle the service request and service.  Two weeks have passed and we have had no contact from *********.  Pawning off the service complaint to another company does not release Nordik from making good on the lifetime warranty on the windows.    

      Sincerely,



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

      Business Response

      Date: 03/03/2023

      *****, nobody is pawning anyone off or relinquishing responsibilities. The manufacturer’s lifetime warranty that applies to your windows is from the manufacturer, which was ***** *******, now part of *********. ******** *******, since acquired by Nordik, is responsible for providing service and labour of the warranty which we are fully able and willing to provide if ********* can provide us with the parts needed. To date, ********* has not been able to provide the necessary parts and we have put in a request to have a ********* technician perform an onsite inspection and bill us for the service call. ********* advised that the service request was created and that you would be contacted within 2 weeks time to make arrangements. We have since reached out to request the status of your service request as well and can provide any update we receive when it become available. Once ********* performs their onsite inspection the next steps can be planned.

      Customer Answer

      Date: 12/03/2023



      Complaint: ********



      I am rejecting this response because:

      We have still not had any satisfaction with regards to our warranty issue.  We get nothing but excuses and promises.  We were told on Feb. 7th that ********* will be in touch with us within 2 weeks.  Today is March 12, more than a month later and we have still heard nothing.  I received another email from Nordik on Feb 28th that they are unable to locate the documents in the system with the correct product and manufacturer. I have read numerous online reviews that this type of lack of response and commitment to service is typical for this company.  We purchased the windows with a lifetime warranty from Nordik, shame on you for allowing this to request for service to go on for nine months.  I have never experienced such poor customer service before.  I have asked numerous times to speak to someone in authority and I have never heard from a manager or supervisor.  

      Enough with the excuses and just fix the windows.  Honour the promises you make on your website: The Nordik Difference
      We provide our customers with a simple, worry-free experience and we back up everything we do with one of the best warranties in Hamilton and the GTA. 



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

      Business Response

      Date: 24/03/2023

      ***** from ********* has reached out and left a VM  to book the inspection on Wednesday March 29th with an afternoon arrival time.

      We are fully committed to honouring our obligations to your warranty and await the findings of the ********* service technician. We will be able to provide more information on next steps after the appointment.

      Customer Answer

      Date: 29/03/2023



      Complaint: ********



      I am rejecting this response because: the windows are still defective.

      Firstly, we received no notification that anyone was coming out for an inspection (for the third time).  There was no voice mail message from either Nordik or ********* left.  Luckily, my husband was home when the technician showed up unannounced today (Mar. 29th) at 3:25pm.  He completed his inspection and said it would take another two weeks for anything to be done.

      We will await what happens next as from past experience (two other times technicians came to the house) there were endless excuses and nothing was ever done.  Hopefully ********* is more response than Nordik and we will finally get some customer satisfaction and repair of our windows.



      Sincerely,



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

      Business Response

      Date: 06/04/2023

      Hello *****, ********* has confirmed 6 windows with seal failures and have put the replacement glass into production.

      "Good afternoon Team 

      I hope everyone is good on your front , We had our installer go out to ** ****** ****e ID # ************* 

      It has been confirmed that there are 6 seal failures , the glass has been ordered and has an approx. release date of April 26th we will reach out once the glass is release so you can arrange pick up."

      We will notify you when the glass has been received and will schedule the installation appointment at the earliest available time. 

      Customer Answer

      Date: 07/04/2023



      Complaint: ********



      I am rejecting this response because: with the history of this company not following through, until the window repairs are actually complete, this complaint will remain as unresolved.  Also, there are 7 windows that need repair, not 6.

      I have not received any communication from Nordik or ********* directly keeping me informed of the progress.  It is only through BBB that I am aware that an order for the windows has been submitted.  It would be good customer service to let the customer know what is happening.  I will need to know what date they plan to complete the work so that someone will be home.




      Sincerely,



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

      Business Response

      Date: 19/04/2023

      *****, the manufacturer of your windows, *********, will inform us when they have the product ready for pick up, their current ETA is April 26. Their technician inspected and reported 6 seal failures and that is what they have put in to production, fully covered under your manufacturers warranty.  We will contact you to schedule the installation date and time once we receive the glass from the maker of your windows. If there are any additional or new product concerns we can inspect at the time of installation while at your home. 

      Customer Answer

      Date: 30/04/2023



      Complaint: ********



      I am rejecting this response because:

      We have just returned from vacation and are now able to respond although I do not understand why Nordik is not contacting us directly.  As our experience with Nordik's customer service has been seriously lacking, we will not accept this claim as closed until the windows have actually been installed.

      We look forward to getting an installation date from Nordik so we can be home to accommodate the work.  The last technician who showed up was unexpected as we had received no notification he was coming.

      Please contact me at ***** ******** or *************@*****.com with an installation date.




      Sincerely,



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

      Business Response

      Date: 15/05/2023

      Thank you *****, we anticipate receiving the required replacement glass this week. As soon as it is in our possession we will contact you to schedule the onsite service appointment. Thank you for your patience.

      Customer Answer

      Date: 20/05/2023



      Complaint: ********



      I am rejecting this response because:

      In Nordik's previous communication, we were told the glass would be in the end of April.  Now we receive another message that it will be ready shortly with no definite date.  Until we actually have the windows replaced, we will not accept this claim as being resolved.

      To schedule the installation, please contact us directly to ensure someone is home.  ***** ********.




      Sincerely,



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

      Business Response

      Date: 31/05/2023

      Hello *****, we apologize that the manufacturer of your windows missed the previously provided ETA for these warranty replacement parts. The parts are now received and a service appointment has been booked for Jun 19, 2023 with a Nordik technician. Thank you for your patience.

      Customer Answer

      Date: 03/06/2023



      Complaint: ********



      I am rejecting this response because:

      Based on my experience with this company, until the windows are installed, I will not accept this complaint as complete.  We look forward to installation on the date indicated.



      Sincerely,



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

      Business Response

      Date: 28/06/2023

      Thank you for the update *****, we understand. The majority of the work was performed Jun 19, 2023 with a follow up to complete already scheduled for Jul 25, 2023. We remain completely committed to honouring our portion of the warranty.

      Customer Answer

      Date: 28/06/2023



      Complaint: ********



      I am rejecting this response because:

      Unfortunately, we have no choice but to continue to reject these communications until such time as the work is all complete.



      Sincerely,



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

      Business Response

      Date: 14/07/2023

      Hello *****, thank you for your reply. We look forward to providing you with service at the scheduled appointment on Jul 25th 2023.

      Customer Answer

      Date: 25/07/2023



      Complaint: ********



      I am rejecting this response because:

      Today, July 25th I received a call from Nordik at 1:30pm advising that the installation would not take place as previously confirmed as the delivery of the glass had not occurred and they waited until now to let us know.  The technician was supposed to arrive between 11:30am and 2:00pm.  No consideration whatsoever that I took the day off for this appointment.

      This is another example of the inferior customer service from Nordik.  The rest of the windows were installed June 19th (almost a year after I submitted a warranty claim) except for one that was apparently broken in transit.  It was another month from that date, July 25th, that the last window was to be repaired and now here we are waiting again.  I don't even have an installation date.  I can't even imagine how long this is now going to take.

      This company is appalling.




      Sincerely,



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

      Business Response

      Date: 04/08/2023

      Hello *****, we apologize for the missed appointment on July 25 due to the parts not being received by the previously supplied ETA. We do anticipate receiving the remaining glass unit in the next 1-2 weeks. We will contact you to schedule follow up service once the item is received in good condition to avoid a repeat of this latest disappointing experience. We look forward to successfully installing the replacement glass for your ******** ******* window.

      Customer Answer

      Date: 15/08/2023



      Complaint: ********



      I am rejecting this response because:

      Clearly, we are not a priority for Nordik. We received notification at 1pm on July 25th that the installer would not be attending as the part had not been received.  I fail to understand why an hour before the latest the installer was to arrive, Nordik contacted us that the part was not received and installation would not occur.  I would have thought that the glass would have been on the work truck pending the installation that morning.

      I hope that indeed we do receive notification in 1-2 weeks that the glass has been received and that we are given priority as this situation has been ongoing for more than a year.

      Nordik really needs to review their processes around warranty and make huge improvements to their customer service.

      We await further notification regarding installation.

      Sincerely,




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

      Business Response

      Date: 18/08/2023

      *****, we apologize for the last minute cancellation of the previously scheduled appointment. The replacement glass has now been received and we are scheduled to be at your home Aug 23, 2023 to resolve the issue with the last remaining window.

      Customer Answer

      Date: 18/08/2023



      Complaint: ********



      I am rejecting this response because: past experience has been extremely disappointing with cancelled appointments.  I will wait to see if they actually complete the work.



      Sincerely,



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

      Business Response

      Date: 30/08/2023

      The replacement glass provided by the original manufacturer has now been installed, resolving the last known issue with these products. We will continue to provide product support for as long as the manufacturer's warranty is in effect.

      Customer Answer

      Date: 30/08/2023



      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 until such time as the remaining windows, not replaced, become defective also.



      Sincerely,



      ***** ********
    • Initial Complaint

      Date:22/12/2022

      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.
      Full house replacement windows ordered May 3rd. Aug 3 install date: lead installer advised 2 superiors that he could not properly install the windows. They demanded he install whether they could be installed correctly or not. Nordik did not disclose the windows had not been properly installed until Aug 31st (after damage to our home had occurred). On August 17, 22 & 25 we experienced significant flooding & leaks resulting in interior damage. At this time, install was not complete as two windows were never installed, sashes were measured & manufactured wrong, windows unlevel & bowing, no insulation or caulking & now all windows are leaking cold air. Nordik demanded we go through our own insurance to deal with the damage. Claim was denied. They made us go through the subcontractors insurance & then their own. Following the first instance of flooding we requested the doors (which Nordik failed to provide on install day) be cancelled outright. ETA for doors went from Aug to Oct to "some time in 2023". Nordik claims the doors were cancelled on Sep 9th. Sep 28th we were advised that we NOW owe $5086 for a price adjustment to remove the doors. We hadn't even dealt with the interior damage & they were demanding more money. We vehemently contested paying anything further. Dec 2nd Nordik felt it appropriate to ******** us with imposing a lien on our property despite not completing the work, advising (at the end of Nov) that ALL the windows had manufacturing defects (& 3 need to be re-manufactured & reinstalled a 3rd time!) nor having ever provided a proper amended invoice or follow up on payment. Feeling ******** ****** & *********** we paid the funds they demanded with the expectation that they would properly follow up on the completion of our job. We are now chasing them again. We have dealt with adverse physical & mental health issues as the direct result of this experience. None of our windows work as intended. We want to get away from this company!!!!!

      Business Response

      Date: 17/01/2023

      Hello *****, your 3 replacement windows have been ordered with an ETA of early February. Once the three (3) windows arrive at our warehouse in Mississauga, we will call you to schedule a time to install them. We look forward to resolving your outstanding concerns.

      Customer Answer

      Date: 23/01/2023



      Complaint: ********



      I am rejecting this response because:

      Regarding the 3 windows that you claim will be ready in early February:  we have contacted you by phone or email on the following dates:  Dec 6, Dec 13, Dec 20, Jan 9, Jan 12, Jan 13,  and Jan 19 and no one is able to provide the information we have requested regarding these windows.   On January 19th we were advised by Jennifer in customer service that the windows are on order and there is no current ETA in the system.  We were also advised that our file has been "handed off" to Kevin Y.  Kevin has not responded to any email or voicemail left for him this past week.   

      You have not yet properly addressed our other concerns as stated in our complaint.   

      It is abundantly evident that Nordik lacks the ability to properly manage our account. We are requesting a full refund again as you have failed again to provide appropriate correspondence and resolution to our complaint in an appropriate and timely manner. 




      Sincerely,



      ***** ******

      Business Response

      Date: 09/02/2023

      Hello *****,

      Kevin Y. attended your home this week for a full site inspection. We will repair or replace any product or installation defect found.

      3 Replacement windows that were previously identified for replacement have been manufactured and shipped to your local warehouse within the previously communicated timeframe.

      We stand behind our products and installations and will provide follow up service and uphold our warranty commitments fully.

      We will not be considering a refund on your order. 

      Customer Answer

      Date: 09/02/2023



      Complaint: ********



      I am rejecting this response because:

      Both my husband and I were home when Kevin Y. attended our home on Monday February 6th.  At no point during our visit did Kevin conduct a "full site inspection".  

      Your "Director" Thomas N. has indicated on multiple occasions that Nordik will not stand behind their product, as indicated in numerous email conversations (most notably Feb 1st, Feb 3rd and Feb 6th).  

      On February 3rd at 12:37pm, Thomas N. stated: 

      "Lastly, as per Mr.
      Kevin Y., no further intervention is required on the part of Nordik Windows
      to bring the nine (9) windows within compliance since they meet all applicable
      North American fenestration standards concerning air infiltration/exfiltration
      levels."

       

      On February 3rd at 4:19pm, Thomas N. stated: 

      "Our engineers did not
      see any signs of drafts coming out from the windows from the thermal images
      provided by you. We are confident
      that the 9 windows are installed properly"

       

      On February 6th at 8:11am, Thomas N. stated: 

      "I had our
      engineers review this weekend the photos that you sent us including your
      emails. Their conclusion, based on everything you presented in your emails, is
      that there are no obvious signs of any defect in the 9 windows which would
      result in significant drafts entering your home.
      Since we have
      confirmed that the windows are built to manufacturers specifications (previous
      email) and that there are no defects present, there is no longer a question of
      a warranty claim on these 9 windows".   

      Nordik has REPEATEDLY refused to conduct a proper full site inspection despite our repeated requests since August 2022! At no point in time has Nordik been willing to send an Engineer to assess the issues with have brought forward.   You have also not come anywhere close to addressing the original issues brought forward to us (which including ******** us to pay you additional funds under *** ****** ** filing a lien on our property AND refusing to warranty product already installed in our home.  We paid you those funds by e-transfer because you refused to accept credit card and now we have been left chasing you for the past 2 months with no ability to protect ourselves from financial loss).   

      Thomas N*** has been defiant and uncooperative in his dealing with our account.  He has been abundantly clear that his engineers are confident our windows are in good working order and despite numerous noted issues with the multiple installations we've endured Mr. N. is adamant that no warranty service is required.  It's quite amusing for someone to respond to this BBB complaint claiming you'll warranty the issues we brought forward simply to placate the complaint.  ****** *** ******** *** *** ** ************ ******    

      Based on Thomas N.'s insistence that this product is both manufactured correctly and functioning as it should we are demanding a refund as we, 7 months post-installation, we still do not have one single properly functioning window, have spent thousands of hours chasing Nordik for resolution and have been met with overwhelming and unnecessary resistance and opposition to our concerns.  

      You have had 7 months to find resolution on our order.  We have been held up long enough with ineffective leadership, poor quality product and ********* and ********* business practices.   Due to Nordik's enormous breach in contract, we are demanding a refund-  in full, without stipulation, so we can proceed with purchasing replacement windows and doors elsewhere.     

      Business Response

      Date: 22/02/2023

      *****,

      We will continue to provide 25-years of after sale service in accordance with our 25-Year warranty as is included on all orders and installations from Nordik.

      On November the 29th Kevin Y.  inspected your windows and provided recommendation that 3 be remade, under warranty at no cost due to defects found.

      On February 6th the same manager inspected your windows and provided recommendation that 3 additional windows be remade, under warranty at no cost due to defects found.

      In between these dates we have conducted further inspections and service calls to inspect or correct mechanical or installation deficiencies reported to us.

      We are scheduled to return March 1 to inspect your additional concerns and will provide a resolution to any confirmed product or installation deficiencies, under warranty.

      We will not be considering a refund on your order now, or any time in the future. 

      Customer Answer

      Date: 06/03/2023



      Complaint: ********



      I am rejecting this response because:

      While we appreciate that in addressing a BBB complaint you have stated you will warranty your product, when you have communicated direct with us you have advised otherwise.   We are unclear as to why your communication is so inconsistent.  Additionally,  your own Quality Control Engineer has identified (per his email on February 10th) that Nordik intentionally manufactures sashes to not sit square in their frames.    You have also identified that the significant cold air leakage from the windows, as captured by two different third party sources, in thermal images provided show you no concerns with your product.    As mentioned,  this is not the product we paid for, nor the installation/expertise or customer experience that is acceptable to us.     

      For clarity:   

      We were advised that the 3 windows you mentioned on the Nov 29th would be ready by February 3rd.   As of today, March 6th,  no one has called to advise that these windows are ready.  Additionally, we brought forward the issue of additional remediation (trim / drywall / paint) and you have repeatedly failed to address this issue as well.     Per Thomas N., it was advised that the installers could just reuse the existing trim.   As mentioned already to Mr. N., the existing trim had to be cut to accommodate Nordik's failure to install the windows plumb and square.    

      Additionally,  on February 6th Kevin Y. attended our home.    We identified for Mr. Y. that EVERY window was experiencing cold air leakage.  He identified manufacturing defects in each window.   We offered to remove the thermal film and towels covering several windows.  He advised that was not necessary.  In our chasing for follow up on this appointment we later learned that Kevin Y. was only assessing the sashes that he had no record from Nordik if they were ever changed/reinstalled.  He was unable to find any notes confirming what action had been taken.  He did not conduct a proper assessment on each of the windows as requested and (not surprising) this visit required chasing Nordik for follow up, again.  

      Regarding our March 1st visit -  no engineer was sent as requested.  We were advised that despite servicing thousands of clients every year in the GTHA there are no engineers in Toronto to support product issues.   Kevin Y. attended our home with an assistant, Ralph, both whom simply said they "can't feel any draft" but simply putting their hands over the windows.  He ********* an Engineer who advised "I can't see anything wrong here".       This is not an acceptable assessment. And, again - not surprisingly - it has now been almost a week with absolutely no further correspondence or follow up from Nordik.   Mr. Y. had a difficult time assessing which windows had been sent for reorder as your purchase order does not number each product in sequential order.     Mr. Y. did, however, agree with our assessment that the kitchen window is not functioning as it should and that downstairs bathroom window was installed completely out of square.   Mr. Y.  had not concrete way to assess the cold air leakage.  He admitted he is unfamiliar with thermal imaging.  No comprehensive assessment was completed.    

      Our windows were installed 8 months ago and all we have dealt with is problems, a complete lack of accountability and a complete lack of professionalism and industry expertise.  

      More than 60% of our order has now been identified by Kevin Y. as being defective.     The remainder of the windows continue to experience issues that your support team has been unable to provide a proper and comprehensive assessment on. The lack of communication and proper client care is overwhelming.  We are kindly requesting a refund so that we can disengage with Nordik, entirely.   If you choose not to provide a refund we will commence legal action, immediately.  Please be advised that if we are forced to proceed with legal action the claim will, invariably, include any additional related expenses above and beyond the value of the purchase order itself (including but not limited to:  remediation cost post-installation, product variance cost differential,  lost wages and, legal fees).    

      Your management of our account has been wildly unacceptable.   You continue to prove that you cannot manage this account to reach an acceptable resolution.    


      Sincerely,



      ***** ******

      Business Response

      Date: 17/03/2023

      Hello *****, additional 3 windows identified for replacement should be completed and shipped in the next 1-2 weeks at which time we will schedule the installation for all 6 remade windows (Windows: 1,2,4,8,11,12 on your contract). There is also replacement glass only for the Master bedroom slider window (#5 on your contract). We will continue to inspect any reported concerns with your products and/or installation and will repair or replace any deficiencies identified under the terms of our warranty. We will not be considering a refund on your order. 

      Customer Answer

      Date: 27/03/2023


      Complaint: ********

      I am rejecting this response because: 

      It has now been two days shy of a month since we had Kevin Y. (and Ralph) attend our home (on March 1st) to inspect our reported concerns with your product and installation and we have yet to receive so much as a single communication in follow up.    These concerns were reported to you in October following the second re-installation of your product,  again in November,  again in December, again in January and once again in February.  For 9 months we have been chasing you to deal with issues pertaining to the original installation, subsequent installation, pending third installation and product defect issues and for some unknown reason you continue to advise in BBB correspondence that you are attending to these concerns yet you are not.  Attending to these issues would involve communicating with us, your clients and actually resolving the issues brought forward. 

      The 3 windows previously mentioned were ready (according to Thomas N***) on February 3rd and yet not a single phone call or email has been made to us for almost 2 months regarding these windows.   You have now identified in writing that 60% of this order is defective and the remaining 40% you have supposedly assessed but failed to provide any response or communication in the past month.   At present, we have 100% of our order in non-working condition and no communication with any plan to remedy the issue.  We continue to run in circles with ineffective leadership,  non-effective communication and extremely little expertise.        We have now endured an entire winter without properly functioning / insulated windows and without any support from Nordik to remedy the issues brought forward, repeatedly.  

      Additionally, you have repeatedly failed to address the concerns originally brought to your attention in August and September following your first botched installation and then subsequently in October following your second botched installation.  At this point in time, you have proven gross incompetence in managing our account, in providing a quality product is aligned with how you sell your product and overwhelming incompetence in providing effective customer service and leadership in reaching resolution. 

      We have provided Nordik AMPLE opportunity to make good on the contract we signed,  to act in good faith following your unnecessary threat of legal action against us (despite refusing to action our order to ensure the product you installed was in good working condition) and to provide effective resolution.   Part of managing a strong business is to know when to allow dissatisfied clients to walk away; it is truly no wonder that Nordik continues to deal with the magnitude of complaints and online negative image in the marketplace.    We regret having ever engaged with such a *********** run organization.      

      We will be commencing legal action against Nordik.  

       


      Sincerely,



      ***** ******

      Business Response

      Date: 06/04/2023

      Hello *****, the 3 windows identified for replacement on March 1st have been completed and are in transit to your local warehouse. Once received we will contact you to schedule the installation for all 6 remade windows (Windows: 1,2,4,8,11,12 on your contract) as well as replacement glass for the Master bedroom slider window (#5 on your contract). No further deficiencies were reported and no further action is being taken with the remaining windows in your home. If you have new concerns to report please bring them to our attention so we can inspect and provide the necessary corrective measures to resolve your concerns.

      Customer Answer

      Date: 10/04/2023



      Complaint: ********



      I am rejecting this response because: "No further deficiencies were reported and no further action is being taken with the remaining windows in your home. If you have new concerns to report please bring them to our attention so we can inspect and provide the necessary corrective measures to resolve your concerns"  is nonsensical.  

      Further deficiencies were reported to you on (at least): 

      November 29th,  November 30th, December 2nd, December 5th, December 6th, December 13th, December 20th, December 22nd, January 9th, January 13th, January 19th,  January 27th, February 2nd, February 10th, February 22nd, March 1st, March 20th, April 5th and April 10th.     

      It is inexcusable to claim that "no further deficiencies" were reported when we have repeatedly reported every issue to you and you continue to refuse to properly and appropriately remedy the issues brought forward. 

      Additionally, you have continued to fail to address the issues brought forward to you following the second attempt at installation in October.   These issues were outlined in our original complaint with the BBB as well as several email correspondence since. 


      Sincerely,



      ***** ******

      Business Response

      Date: 21/04/2023

      *****,

      We have and will continue to provide warranty service on your order for the entire 25 year duration. This includes on April 13 when you reported not being able to close your kitchen window. We had a technician dispatched on this same day as well as the following day to attend to this newly reported concern.

      Service installation has been booked at your home for May 23-24 to address the following concerns:
      6 windows to be installed.
      new interior trim for all windows being replaced.
      remediation on drywall as necessary. (we do not paint).
      replacement glass for the master bedroom window.
      exterior siding to be replaced..  
      adjustment of basement bathroom window.    
      flashing on all windows to be replaced. 
      caulking to be appropriately applied.

      We will continue to provide service when called upon.

      Customer Answer

      Date: 24/04/2023



      Complaint: ********



      I am rejecting this response because:  I appreciate your reply however you have STILL not addressed all concerns regarding our account.  (This would be significantly easier and faster for all parties if Nordik could kindly stopped dealing with our account piecemeal).   

      Please confirm how you would like the painting piece to be dealt with.  As this is your third attempt at installation, the stipulation in our contract regarding additional repair costs is no longer valid. We will not continue to be out of pocket for expenses related to Nordik's inability to provide a quality product with quality installation.    We have communicated repeatedly that this piece must be dealt with in advance of this third installation attempt. Our preferred course of action is for Nordik to provide payment directly to our contracted painted. Please advise where a quote should be provided to and confirm whom we must connect with regarding payment.  

      Additionally, we have requested the report regarding the issues reported to you regarding the remaining 6 windows.   You provided a report on your manufacturing process with is irrelevant to this conversation.    Kindly provide us with the report on the "assessment" conducted regarding these 6 windows as well as your action plan to address the issues.  These windows must be dealt with as well. 


      Sincerely,



      ***** ******

      Business Response

      Date: 02/05/2023

      The findings from our multiple site inspections, both in person and virtual are the items scheduled for the upcoming May 23-24 service installation already discussed and confirmed. No further product or installation deficiencies have been identified at this time. If there are specific product or installation concerns not covered by the upcoming appointment please bring them to the attention of our Service department so they can be actioned and resolved. We are ultimately not responsible for paint, as outlined in our contract and can further review and discuss this point after the installation has occurred to determine if any is necessary.

      Customer Answer

      Date: 08/05/2023



      Complaint: ********



      I am rejecting this response because:  you have stated, again, that "If there are specific product or installation concerns not covered by the upcoming appointment please bring them to the attention of our Service department so they can be actioned and resolved".   We have shared, repeatedly, concerns on the remaining 6 windows and you have still not provided a comprehensive assessment, repeatedly advised that no other concerns have been reported to you, and (as stated above) requested that we bring these concerns to the attention of your service department.  We have done this, over and over and over again.   Is there a different process you would like us to follow so that you were actually action the concerns (repeatedly) brought forward to you.   

      I will call the service department now however kindly speak with Thomas N. as he has been the recipient of all emails expressing concern regarding the product and installation.   (Your current strategy of internal communication is grossly ineffective.  Clients should not have to ask this many times for support).  




      Sincerely,



      ***** ******

      Business Response

      Date: 15/05/2023

      *****,

      What specific product or installation concerns do you have that are not scheduled to be addressed next week?

      Customer Answer

      Date: 19/05/2023



      Complaint: ********



      I am rejecting this response because: 

      The windows all leaked cold air during the colder months.   Additionally, the window in the kitchen (which has now been "fixed" numerous times) is still not functioning properly.   The window itself is difficult to open, creaking upon closing and the handle keeps falling off.     The windows that received additional weather stripping are difficult to open, shredding the stripping upon open/close.   Several "framing" pieces on several windows continue to come loose.   

      Please be advised that on (at least) the following occasions we have notified you of the same issue pertaining to the cold air leakage in the windows:  
      November 29th,  November 30th, December 2nd, December 5th, December 6th, December 13th, December 20th, December 22nd, January 9th, January 13th, January 19th,  January 27th, February 2nd, February 10th, February 22nd, March 1st, March 20th, April 5th, April 10th, May 8th, May 12th, May 15th and today again May 19th. 

      We are unclear as to why you are asking now what issues remain outstanding when the SAME issue has been reported to you on almost two dozen occasions and you continue to state that you have no idea what the outstanding issues are.   I previously advised I would reach out to your service department which I did on May 8th.  I was advised someone would get back to me by May 11th.  I called on May 12th as no one followed up. There was no follow up available at that time other than a note that said "Sean" would call me.  I have yet to receive any phone call from anyone named "Sean".  I followed up again on May 15th and was advised by Thomas N. that there is "nothing wrong with the windows and therefore nothing will be done".   

      You are required, under the contract we signed, to provide warranty service on any issue related to the product and/or installation of our windows.    We have requested a refund and you have denied providing one in favour of continuing to drag out this order unnecessarily.     Kindly advise what steps will be taken to remedy the issue of the cold air leakage and the aforementioned other issues for our windows or, in the alternative, provide a full refund so we can sever this unhealthy relationship with Nordik.  





      Sincerely,



      ***** ******

      Business Response

      Date: 31/05/2023

      Hello *****, thank you for providing further clarification of the issues that are concerning you. We believe that we have inspected these issues and made corrective actions where necessary and that other reported concerns were determined to be functioning normally as expected. Specifically for the kitchen awning window we had service technician's onsite on April 13 and 14 who reported back that the reported concern was now addressed and repaired. We have not been notified until your most recent message that this issue was either not repaired or the issue has recurred.

      If any issues have been missed in any of our many inspections or if new issues have come to light we apologize and remain at your service and your entire order and installation remain fully warrantied. 

      Customer Answer

      Date: 13/06/2023



      Complaint: ********



      I am rejecting this response because:  prior to my most recent message you were, in fact, advised on numerous occasions that issues regarding the windows were reported and that these issues remain unresolved.  Your claim that you had "not been notified" is extremely concerning given we have been notifying for you since October of this same issue.    I am notifying you again (right now) that these issues remain unresolved.  The issue regarding the kitchen window was completely independent of the other issues reported.   

      For clarity,  there are 6 remaining windows that are of concern.  4 of these windows experienced significant cold air leakage during the fall and winter months.   These issues have NOT been addressed.  No proper assessment was completed.    A manufacturing report stipulating the windows were "made to standard" was provided to us.  No post-assessment report regarding OUR windows and the issues experienced with was provided; we only received your manufacturing report.     Nordik is now claiming that any concerns are purely cosmetic and the windows will only be addressed if we agree that the cold air leakage is a cosmetic issue AND we sign a liability release.   This is incongruent with the warranty we were sold and the issue we continue to experience.  

      AGAIN  - kindly advise of your action plan to deal with these windows.  

      Thank you.   

      Business Response

      Date: 28/06/2023

      After repeatedly investigating the issues you have raised and conducting multiple inspections with our senior professionals, we have determined that your windows are performing as expected and are meeting the required standards. Our team has examined the windows and found them to be functioning properly. We want to assure you that we take all customer concerns seriously and have a track record of providing corrective action when genuine performance or functional issues are identified. In the past, whenever concerns were raised and our inspections revealed any problems, we have addressed them and taken appropriate corrective measures. Based on our assessments and inspections, we are confident that your windows are installed correctly and are performing to the established standards. However, we are committed to providing support and assistance for the duration of the warranty period should any new issues arise.

      Customer Answer

      Date: 07/07/2023



      Complaint: ********



      I am rejecting this response because while I appreciate your response that your "senior professionals" attended our home and conducted multiple inspections, your "senior professionals"  visually looked at the windows, put their hands up to "feel for drafts",  Face-timed a less-than-professional engineer in a different city because, despite having significant operations in Toronto, Nordik does not employ any one engineer with technical expertise in Toronto to be available for such issues and reported back that "they could not feel any drafts" so therefore "there aren't any issues".      

      In our presence, no comprehensive assessment was completed.   The windows continue to have issues and you have repeatedly failed to appropriately address them.   Worth noting:  your "senior professional" ordered a new window for our basement kitchen.  On our re-installation day, your "senior installer" went to remove the basement kitchen window only to find that the cause of the draft was because the window had not been installed correctly, allowing air to leak into the basement.  According to your installer Richard,  it was entirely unnecessary for a new window to be ordered; a proper inspection would have revealed this same information. Additionally, Richard also reinstalled the living room window, dining room window and one bedroom window in an entirely different manner than the windows were previously installed resulting in significantly less, if any, air leakage from these windows.   

      Your comment that you "take all customer concerns seriously and have a track record of providing corrective action" is absolutely appalling considering it took 10 months for you to PARTIALLY deal with the mess you created in our home, refused to take proper responsibility when damaging our home, failed to provide any reasonable reimbursement for the mess you made (and continue to make with every subsequent visit) and CONTINUE to refuse to address the issues of concern.   To be clear:  NO CORRECTIVE MEASURE has been taken on the remaining 6 windows that continue to perform poorly and no communication from Nordik has been made to us regarding what action will be taken.  Pretending the issues reported to you don't exist is not acceptable. Claiming the windows are functioning properly when they are overwhelming not is absurd.  (*** ********* **** ******** ** ******* ******* ******* ******* ******** ******** *** ** ******** ******** ** ****** ********).      

      Again, kindly send us your comprehensive inspection reports (as has been asked of you repeatedly!).  DO NOT send us your manufacturing report!    Once your inspection report is received, we will gladly arrange a phone call to discuss next steps.   Again - it has been almost a year of our Nordik nightmare.....  a bit of professionalism and adherence to the warranty policy we paid for would be appreciated. 

      Business Response

      Date: 19/07/2023

      Thank you again for sharing your opinions and frustrations. We genuinely appreciate your feedback and understand that you may not be satisfied with the answers provided thus far. However, as industry professionals with extensive expertise, we stand by the responses we have given you.

      While we empathize with your concerns, we have thoroughly examined your concerns and provided the most accurate resolutions and informed answers available. Our team is dedicated to delivering reliable and expert advice, and we have complete confidence in their capabilities.

      Furthermore, we have thoroughly addressed all of the identified issues you brought to our attention. Our team has either repairs, replaced or inspected all of the windows in your home and found that they have been installed and are performing to the required standards. As such, there is no additional report or action required at this time.

    • Initial Complaint

      Date:28/11/2022

      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.
      22/08/2022 I contacted Nordik to repair the coil balancing spring on our door window. staff confirmed that the repair is covered under our lifetime warranty. (Later recorded call with Lena (lead hand) stating she would take care of the repair and she apologized about the issues we were having and assured us she would take care of everything). Lena did not ever contact me back. (I have warranty paperwork stating "MOVING PARTS" LIFETIME (warranty) ...such as balances and locks etc. ...are warranted for as long as you own and reside in the home in which the windows were installed." 12/09/2022 Technician Ralph was out, stated that he could not believe the window was already defective as it had been replaced 28/01/2014, (but the door was installed in 2006.) Ralph stated he would order the part that day and said it could take months to get. The part was not ordered. After calls to Nordik on 12/10/2022, 21/10/2022, 26/10/2022, 02/11/2022, 14/11/2022, 18/11/2022, 22/11/2022, and discussions with Audrey, Jenn, Lena, and Heidi, I have not received any resolution and the door is still not repaired. After many calls and many ******* **** about what was happening with the repair, I received the following email on 26/11/2022 from Heidi stating they have closed the ticket! Heidi previously stated in a phone call that we would have to pay for the repair ourselves. (despite being told it is covered under warranty) rom: ***** **** 
      Sent: November 26, 2022 10:40 AM
      To: ***** R
      Subject: Re: Trying to contact Lena about door repair
      Good to hear from you, I have reviewed your account, the ticket has been completed as we are not able to service due to supplier delays. They are not able to provide parts, we had left voicemail on Nov 1st to advise of this. Normally when we are not able to service the account we direct customers to a place called **** ******, they can be reached at ************ sorry for the inconvenience.
      Thank you

      Business Response

      Date: 02/12/2022

      *****, the warranty paperwork you have provided is specific to windows and makes no mention of doors or door parts. However, we are trying to work with the manufacturer of the door to fulfill their obligation to supply the required parts in order to make the necessary repairs for you. Doors purchased from ******* ***** came with a limited manufacturers warranty. As the acquiring company of ******* ***** we have taken over the responsibility to service the warranty with our labour. The door maker, in this case *******, is responsible to provide the parts under the terms of their manufacturers warranty. There was a time for several weeks in October and November where we had requested the parts with no response from the door maker, your service was closed pending a response from the door maker. They have since engaged with us and we are finalizing the order for the parts needed to complete your service. We are ready, willing and able to perform the repair work at your home, we simply require the parts. As soon as there is a further update and an ETA we will provide you with an update.

      Customer Answer

      Date: 06/12/2022


      Complaint: ********

      I am rejecting this response because: I am sorry, but I submitted the wrong documents in error in my original BBB complaint. I've attached the correct documents and a voice call with Lina at Nordik. 

      I sent an email to Heidi D.n on 01/12/2022 as follows with the same attachments, which indicates the difficulties we have had with staff in trying to get this repair / replacement completed:

      Hello Heidi,
      I've attached a voice recording of my conversation with Lena on 14/11/2022 in which she states that the door repair is 100 percent covered under warranty and that she would arrange to have the repair done to us at no cost. That was the last I heard from Lena. Since 22/08/2022 when I initially called in for service and was told the repair was covered under warranty, my records show that I have not received any return calls and/or emails as promised by many Nordik staff regarding my multiple inquiries. The only email I received is from you Heidi on 26/11/2022 telling us Nordik will not fix our door and to get it fixed at our own expense. 

      I've also attached door warranty info given to us by Nordik which it states: 
      "WHAT *** **** WILL DO: Your claim will be investigated and the appropriate action taken within 30 days after *** **** receives all the aforenoted information. If it is determined that there is a defect, your door system will either be repaired or replaced. If the request for service proves not to be justified or the problem has been misdiagnosed, travel and labor costs will be billed." 

      Since you state the door is unable to be repaired, I would expect it to be replaced by Nordik as the warranty info states. Just a reminder as indicated by Lena in the attached call, that this door system, including the balancing coil that is now defective, was replaced in January (28) 2014 so the warranty would have begun again at that time given the repair. This was not the first repair we had done to this door as it was repaired shortly after installation in 2006. 
      On the premise that this repair is covered under warranty as Lena stated during the attached call 18/11/2022, we will not be contacting the **** ****** as you had directed us to do at our inconvenience/expense (which voids the warranty) as we expect Nordik to repair or replace this door under the terms of the warranty and as promised by Lena. 
      I look forward to hearing from Nordik as to when this door replacement/repair can be completed.
      Thank you,
      ***** ******. 
      Sincerely,
      _______________________________________________________________________

      This was Heidi Dean's response on 01/12/2022: 

      Good morning,

      Apologies Lina is off so i'm not able to confirm with her, but we will reach out to the supplier to confirm  parts and follow up with you to complete the warranty request. 

      Thank you,
      Heidi D.
      Service Coordinator 
      _________________________________________________________________________

      I have yet to hear back from Heidi or Lina or anyone at Nordik to schedule a time to repair / replace the door. I will be happy to close the BBB complaint once our door has been repaired / replaced at no cost to us and to our satisfaction as per the warranty. 
      Sincerely,

      ***** ******

      Business Response

      Date: 08/12/2022

      *****, there appears to be some confusion on how your warranty works, what is included and who is responsible for what.

      This is a ******* door with a ******* manufacturer's warranty. Yes, Nordik is responsible to provide the labour portion of the warranty however all parts or replacements are from the manufacturer and at their cost if there is a part or product defect. The pamphlet you have provided and quoted from is from *******, not ******* ***** and certainly not Nordik. Additionally having a warranty repair does not reset the clock and extend the warranty period, this is simply not how warranties work.

      With that said, as we noted on our previous reply to you, we did eventually receive response from the door maker and have ordered the required parts to carry out your repairs. They have provided us with an ETA on January 13, 2023 for the parts to be sent to us. Please note we are not in control of the door maker's ETAs or internal processes, we are simply providing you with the ETA that they have provided to us. We will contact when the part is received to schedule a service appointment to repair and replace the provided parts.

      Customer Answer

      Date: 12/12/2022



      Complaint: ********



      I am rejecting this response because: I have been in contact with Nordik staff member Lina I.. She has confirmed that the replacement parts have been ordered and that arrival should be sometime mid January 2023 at which time she will contact me to arrange a date for completion of the repair of the door to us at no charge. Once the repair is complete and the door is once again in working order, I will be happy to close this complaint. Thank you.



      Sincerely,



      ***** ******

      Business Response

      Date: 20/12/2022

      This is the exact information we provided in our previous response. Thank you for confirming. 

      Customer Answer

      Date: 20/12/2022



      Complaint: ********



      I am rejecting this response because: Waiting to schedule repair date once ordered parts (door insert) arrives at Nordik Mid January (mutually agreed). 

      Thank you & have a safe & Merry Christmas,


      ***** ******

      Business Response

      Date: 18/01/2023

      Parts were received Jan 11, we reached out same day and left a voicemail to schedule the installation for the warranty replacement parts. We were able to connect with the customer the following day and have scheduled a service appointment for February 9. Thank you for your patience and understanding.

      Customer Answer

      Date: 20/01/2023



      Complaint: ********



      I am rejecting this response because: As per business, service call to complete repair under warranty has been scheduled 09/02/2023. Will update BBB status after repairs are made. Thank you to business for facilitating repair. 



      Sincerely,



      ***** ******

      Business Response

      Date: 09/02/2023

      Our Senior Service Technician, Ralph, was onsite today and successfully replaced the door glass.

      Thank you for your patience throughout the process, we trust you are pleased to have this resolved.

      Customer Answer

      Date: 10/02/2023



      Complaint: ********



      I am rejecting this response because: Hello, Yes, Ralph replaced the door insert / glass and all seems okay with the repair. Thank you for arranging this; it is greatly appreciated. We did not receive any paperwork to document the warranty repair for future warranty purposes. Could you please mail out new warranty repair paperwork to us for our records. Once this is received, this will resolve the matter and I will close my complaint as resolved with the BBB.  

      Thank you for your time,




      Sincerely,



      ***** ******

      Business Response

      Date: 22/02/2023

      *****, the replacement glass insert will come with a 10-year warranty direct from Nordik as referenced in the email provided by Lina. This should avoid any of the complications experienced with this most recently warranty claim which was a limited manufacturer's warranty from ******* ***** which is no longer in operation.

      Customer Answer

      Date: 24/02/2023



      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. The door lite has been replaced and is operating to our satisfaction and is under a further 10 year warranty as confirmed by Lina L. from Nordik. Thank you!



      Sincerely,



      ***** ******
    • Initial Complaint

      Date:25/11/2022

      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.
      We ordered windows from ****** Windows and Doors.
      All products were defected and not what was ordered according to contract.
      Months of no response or resolution from ****** until recently as we retained legal counsel to reach out to ******. Now ****** is reaching out claiming that this is a warranty issue which it should not be as the warranty has not begun.

      Business Response

      Date: 02/12/2022

      You and ****** entered into a contract to supply and install windows at your clients place of residence on or around Jan 17, 2022. The terms and conditions are clear in that the timeline is an estimated 20-22 weeks to carry out the supply and installation. ****** ordered, supplied and installed all products on June 16, 2022. On that date, all 9 windows arrived and were installed. This is within the estimated timeline of the contract. (Terms and conditions Line 8)

      There are minor deficiencies with the jamb covers and you have stated you are unhappy with the jamb depth. This is simply an accessory and in fact, a warranty issue. The discrepancy in the jamb depth is that the customer wanted 8inch overall, but when measured, the Remeasure Technician determined that 7" overall would be a better fit for the home given the parameters of what he could see at that time. This is not an uncommon occurrence when the homeowners are enlarging or creating their own openings when there is nothing to physically measure. 

      We have offered to change the jamb depth and replace the jamb covers for this customer, but again would fall under the warranty category. Despite the warranty having not commenced as no payment has been received rendering a breach of contract. As per the signed terms and conditions, the balance is due in full upon substantial completion, nor have we been paid the 40% payment at the time of scheduling. (Terms and conditions Line 3 and 6)

      While we appreciate your position and are apologetic to the fact that you are unhappy with the product thus far; we will continue to uphold any and all obligations for our part of the contract and are expecting the customer to do the same. 

      Our service team has attempted to reach out to you to arrange the sealed unit to be replaced from the one that arrived with a chip in it, with no response. They have also updated you on the current status of the parts from our manufacturing suppliers on the interior black jamb covers with the most recent ETA.

      None of these minor deficiencies affect the functionality of the units that you have received and had installed, and again we remind you that the payment is past due and is subject to interest. (Terms and conditions Line 6)

      Customer Answer

      Date: 14/12/2022



      December 9th, 2022

      ****** ** ******
      Customer response below

      Your client and ****** entered into a contract to supply and install windows at your clients place
      of residence on or around Jan 17, 2022.
      The terms and conditions are clear in that the timeline is an estimated 20-22 weeks to carry out
      the supply and installation
      • We did in fact enter into a contract with ****** on January 17th, 2022. No dispute.
      • As displeasing as it is to wait five months for windows, the 21 weeks that it took to have
      the installation of what can only be described as refurbished product was within
      contract terms. No dispute.
      ****** ordered, supplied and installed all products on June 16, 2022. On that date, all 9
      windows arrived and were installed. This is within the estimated timeline of the contract.
      • ****** did order, supply and install 9 windows. No dispute.
      There are minor deficiencies with the jamb covers and the customer is unhappy with the jamb
      depth. This is simply an accessory and in fact, a warranty issue. The discrepancy in the jamb
      depth is that the customer wanted 8inch overall, but when measured, the RM technician
      determined that 7" overall would be a better fit for the home given the parameters of what he
      could see at that time.
      This is not an uncommon occurrence when the homeowners are enlarging or creating their own
      openings when there is nothing to physically measure.
      • Minor discrepancies are subjective. Discrepancies, none the less, that ****** and its
      representatives have clearly admitted to. Your installers brought these discrepancies to
      our attention initially. And we are still waiting on someone to send us your initial
      installer’s report.
      • You are correct, the customer is unhappy with the deficiencies with the jamb covers and
      the jamb depth and much, much more. The product received is not what the customer
      agreed to in a signed contract.
      • This is not simply an accessory or a warranty issue as you wrongfully claim. The
      discrepancy in the jamb depth is in fact that the customer wanted 8 inch overall, it is
      what the customer ORDERED. Your RM technician measurements were incorrect. The
      window frame width has never changed. There has been no opening created. Your RM
      technician determined that 7" overall would be a better fit for the home given the
      parameters of what he could see at that time. This is not your technician or anyone’s
      call to make other than the customer and this was never authorized or agreed. The
      measurements have not changed and have always been 8”. There has been no
      modification to any of the window depths.

      2

      We have offered to change the jamb depth and replace the jamb covers for this customer, but
      again would fall under the warranty category. Despite the warranty having not commenced as
      no payment has been received rendering a breach of contract.
      As per the signed terms and conditions, the balance is due in full upon substantial completion,
      nor have we been paid the 40% payment at the time of scheduling.
      • Your offer to change YOUR error should not be considered a warranty issue. This is
      YOUR error, and these windows should have never been installed in the first place. At
      the time of installation when we protested, your installers insisted installation had to be
      completed and that ******’s admin office would take care of this issue. We had
      openings throughout the entire house, and we felt bound to have the installation
      completed against our wishes.
      • 30% deposit was paid on January 17th, 2022, in the amount of $5,400.00.
      • Installation was scheduled on June 14th for June 16th installation, via email
      from *********************@******.com. Our choice of payment was by cheque
      however, we did not feel comfortable placing a cheque in this amount in the mail. We
      were advised that the remining balance could be provided to the installers once
      installation was completed. Installation has not yet been completed as the trim work
      and caulking has not been done by ******.
      • We had a cheque that has been voided since, for the remaining balance of $12,807.69.
      This cheque was ready to be provided to your installers upon completion of the
      installation on June 16th however, your installers were quite candid with us and advised
      us to keep our payment until your office dealt with these issues as they were pointing
      out deficiencies that we hadn’t even noticed ourselves. The installers stated that they
      had to instal the windows regardless but would submit a complaint and open a ticket
      with your office. The installation in its entirety has not yet been completed
      • As soon as these deficiencies were brought to our attention, we contacted ******
      immediately. We spoke with Samantha and Elizabeth throughout the day who assured
      us that the installation manager would be contacted, and this would be rectified.

      While we appreciate your clients position and are apologetic to the fact that they are unhappy
      with their product thus far; to reiterate from my last email, we will continue to uphold any and
      all obligations for our part of the contract and are expecting the customer to do the same. As
      you are aware, they have an obligation to allow us to mitigate
      • We have given you ample opportunity to mitigate and instead you have done quite the
      opposite. You have only reached out and responded to us now that we have retained a
      lawyer and reached out to the Better Business Bureau. I have documentation of
      countless unreturned emails and phone calls on your end.
      None of these minor deficiencies affect the functionality of the units that your client has
      received and had installed, and again I remind you that the payment is past due and is subject
      to interest. Should there be an actual issue with the functionality, the 25 year warranty

      3

      encompasses this, and we will gladly service for the duration. Our team is ready and willing to
      do so.
      • These major deficiencies do affect the functionality of these windows. For starters, the
      crack in one of the windows will only expand with cold weather.
      • Not to mention your negligence in our order has postponed the sale of this property.
      Should you wish to have a verbal conversation, I am happy to entertain this during business
      hours at a mutually convenient time. I kindly request that if you opt to send an email response,
      that you limit it to a single response.
      • We too are happy to entertain any and all communication via email through our lawyer
      and the BBB Only. We have requested on numerous occasions to have a manager
      contact us with no response.
      • Please point out in our contract where I am to limit my emails to a single response as
      you request.
      Your responses, demeanor, lack of empathy, inadequate customer service and absence of
      professionalism continue to confirm the inexperienced and unethical practices of ****** as a
      company.
      There has been no communication or attempt at resolution on your end.
      We have extensive documentation regarding all communication with ******. We have photos
      of refurbished products that were installed. We have detailed reports of all conversations with
      ******. We have names of every representative that misled us and names of the managers
      that we were promised would reach out to us and never did. We have phone records of all calls
      placed to ******.
      We have pleaded on numerous occasions via email and phone to have a manager contact us, as
      a resolution could have been reached by now with a simple phone call or email from a
      manager. Every interaction with ****** has been nothing short of dreadful. I have all email
      correspondence and you have all phone logs, as I am sure ****** records all customer calls,
      there should be no question in terms of ******’s lack at an attempt to resolve or deescalate this
      unfortunate situation.
      Your disarrangement of words and ***** tactics insult us as consumers and we have zero faith
      in your product, service and in ****** as a whole. We wish to discontinue business with ******
      immediately. The volume of ********** on your end is concerning, we request that you
      arrange, at a mutual convenient time and date, to have your refurbished, less than satisfactory,
      incorrect product be picked up and a full refund of our deposit in the amount of $5,400.00 be
      returned to us.

      Thank you,
      ***** ** *****
      ***** ******

      Business Response

      Date: 22/12/2022

      Hello ***** and *****, we must admit that we are confused by your response. You seem to be replying to an email that was sent by our Director of Operations to your Lawyer. Our Dir of Ops has been waiting for their response and the offer to have a telephone conversation regarding this dispute in the hopes of coming to a resolution and better mutual understanding. Your decision to reply to that email here as opposed to directly to the email leads us to believe you are not interested in having that discussion. You claim you have pleaded for a manager to contact you. You have been contacted, clearly, as again you seem to have received the email that was sent but not responded to. We have also contacted you to schedule the installation of the replacement glass for the cracked glass, which you have declined to speak with our service department and have asked that all communication go through your lawyer. Again our Dir of Ops has since communicated with your lawyer. We have also advised of the timeline for the additional parts required to repair and replace the scratched jambs and jamb depth and will contact you and your lawyer, as you have requested, as soon as they are available to install. Any and all deficiencies you have reported we have confirmed and acknowledged and are actively working towards a resolution. 

      Customer Answer

      Date: 29/12/2022

      Your confusion does not surprise me as it falls in line with the business conduct of ****** and it’s representatives throughout this ordeal. 

      We are replying to ******’s initial response to the BBB which happens to be similar to ****** ********’ response to our lawyer. We are limiting our responses as you have requested. 

      Regardless, our lawyer will respond to Ms. ********’ email in due course. 

      Ms. ********’ email states, 

      “Should you wish to have a verbal conversation, I am happy to entertain this during business hours at a mutually convenient time. I kindly request that if you opt to send an email response, that you limit it to a single response.”

      In response, we do not wish to have a verbal conversation at this point. Communication will be solely in written form, conducted through the BBB and our legal counsel. 

      We are no longer willing to verbally communicate with ****** and it’s representatives in any way as we have provided ample opportunity for this with no response on your end. 

      We spent months on end waiting on communicating from ****** and only since having legal representation and entering a formal complaint with the BBB has ****** responded. 

      We have most certainly pleaded with ****** and it’s representatives on numerous occasions to have a manager contact us. We have documentation to support this statement as well as phone logs. Ms. ********’ email falls short as her response is now in legal hands. 

      With respect to ****** contacting us to schedule installation of replacement glass, as you state, the same applies as we received a voicemail stating “We have received all your parts and are ready to be installed” on November 3rd, 2022 which followed our lawyer’s initial communication to ****** on October 28th, 2022. ******’s communication until then was non existent. Clearly, this was by then in legal hands as our devastation with the products and service, left us completely distraught. 

      Now, we are the ones who are confused as the voicemail that we received on November 3rd, which we have saved, states that “We have received all your parts and are ready to be installed”. With that being said, your response contradicts this voicemail that we received nearly two months ago. 

      We, as consumers have been more than patient and fair with ****** and feel that you have not acted in good faith and are only now responding through the BBB and our lawyer and claim you are actively working towards a resolution. 

      In addition, we have all documentation attesting to our statements including our communication and your lack there of until, of course, our lawyer reached out on our behalf. 

      Please refer to our lawyer’s previous communication for resolution options. 


      Thank you,
      ***** and *****

      Business Response

      Date: 20/01/2023

      ***** and *****, all parts and materials are now available and ready for a warranty service appointment to resolve your concerns with the product.

      Additionally your legal counsel has reached out and continued the conversation via email with our director of operations, we trust that they have passed this information on to you.

      We are ready, willing and able to proceed with the window repairs and modifications and are awaiting your acceptance of an appointment date.

      Customer Answer

      Date: 27/01/2023



      Complaint: ********



      I am rejecting this response because:
      We as well as our lawyer have asked on multiple occasions, what products and services it is that ****** have and claim are ready to be installed. We have yet to receive that response.
      Again, this is not a warranty issue as warranty has not commenced


      Sincerely,



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

      Business Response

      Date: 09/02/2023

      *****,

      All of the required parts to carry out your remedial work have been received and our team is ready to provide service. 

      This corrective action would resolve your concerns with respect to the following points: scratched jambs, cracked living room glass and the jamb depth of the basement windows.

      We are again reminding you that your payment in full is overdue and we have not received the 40% required at time of scheduling your installation (February 4, 2022) nor the remaining balance when substantial completion was achieved on June 17.

      Payment
      2. We require a 30% down payment for deposit.
      3. We require an additional payment of 40% when your installation is scheduled.
      4. With respect to the 30% deposit and the 40% installation scheduling payment, we accept cash, cheques or credit cards (**** ** ********** only).
      5. Financing is available upon approval, ask our sales consultant for more information.
      6. The final balance is due in full upon substantial completion in form of cheque or cash only. Any and all outstanding balances will be subject to a monthly 2% charge, up to 24% annually, calculated monthly from the date of substantial installation.

      Please provide payment at your earliest convenience and we will schedule the follow up service appointment.

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