Complaints

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

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  Nordik Windows & Doors

  1365 Bonhill Rd Mississauga, ON L5T 1M1

  
• 

  Nordik Windows & Doors

  353 Arvin Ave Stoney Creek, ON L8E 2M6

  
• 

  Nordik Windows & Doors

  10 Estate Dr Scarborough, ON M1H 2Z1

  
• 

  Nordik Windows & Doors

  556 Bryne Dr Barrie, ON L4N 9P6

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/11/2022

  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.

  Original date of complaint Oct 01-2021.
  5 white windows installed. 2 began yellowing and while waiting for the first 2 to be fixed another 2 began yellowing. Since then I have had several conversations with Nordik. They replaced 1 window with shoddy workwanship. Capping needs to be replaced as well as the wall below the window was damaged. To date they have sent out 3 inspectors without any action being taken. On a call today they were suggesting to send out another inspector. It's been constant calling to them at least 13 times, with no action taken and it appears that no accurate record of the issues have been documented by them despite pictures being taken by the inspectors.
  HELP! I am at my wits end trying to have this issue resolved which has been going on for over a year.
  I am a senior and do not have the bandwidth to continue following up with Nordik to get this issue resolved. I have spent in total 4,424.78 and still wihout the proper windows which has a 20 year warranty.

  

  Business Response

  Date: 10/11/2022

  ******, we are booked to be at your home on November 23rd to repair for window. Additionally 2 windows are being reordered which have the reported discolouration. We had previously asked to be provided with quotes for the drywall damage but to date we have no record of receiving these. If you are able to provide these to us or to the technician on the 23rd, that would be appreciated and would expedite a resolution. 

  Customer Answer

  Date: 10/11/2022

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

  The information provided is incorrect.

  The proposed solution identifies that 2 windows have been ordered and it shoud be 3. 

  There are 4 windows in question including the one  that they have set up a date of November 23rd to be repaired.

  In addition the response of windows being ordered has been the same response that has been provided for the past year with no action being taken.

  I am looking for a solution with some specificity such as expected date of installation of the 3 windows.

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

  

  Business Response

  Date: 21/11/2022

  ****** we apologize for any confusion with respect to resolving your concerns with the discoloured windows. Earlier this year we replaced 1 bedroom window and this week we are completing the replacement of the other bedroom window. It has since been reported and confirmed that the kitchen and bathroom awning style windows have this same defect and these are now on order for you. If there are any additional windows with defects or any other concerns please bring this to the attention of the technician while he is onsite so he can inspect and advise on what needs to be done or ordered to resolve the matter.

  Customer Answer

  Date: 28/11/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  The information provided by Nordik is incorrect again. Only 1 window has been replaced. The job that was completed on November 23rd was not a replacement it was a repair to the window that was originally replaced. To date only ONE window has been replaced and the damaged wall for that said window has not been addressed although pictures and quotes have been provided. Please refer to the emails and pictures sent recently.
  Still outstanding are bedroom #1, bathroom and kitchen to be replaced.

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

  

  Business Response

  Date: 02/12/2022

  ******, based on our Service Technicians notes from your recent appointment we are adding a replacement frame for your Bedroom window to the existing replacements order. As previously notes we are manufacturing replacements for the kitchen and bathroom and have now added the bedroom with the same reported yellowing issue. Additionally we will be reimbursing you $197.50 for the drywall repairs. This is based on the quote you have provided to us on Nov 10 from ***** **** *** (********) and excludes paint. We spoke with this vendor and confirmed the price minus the paint.

   

  TERMS AND CONDITIONS
  
  16. If drywall repairs are needed, our installers are not responsible for mudding, sanding or painting.
  
  

  Customer Answer

  Date: 05/12/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  While it is now updated correctly that the replacement windows are for the bedroom bathroom and kitchen, we still do not have and expected delivery date for the replacement windows. While you mentioned in a previous email that they are on order , this is the same response we have been receiving since March. As previously requested please provide a date when the windows will be installed.

  I would also like to understand how and when the funds will be sent to repair the wall, will it be by email transfer or cheque as I need to receive the funds before the work can be scheduled. Please also note that I am a senior as mentioned before and this is taking up a lot of time to get a resolution.

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

  

  Business Response

  Date: 08/12/2022

  Hello ******, yes we agree this has taken a long time to resolve and for this we apologize. The kitchen window and bathroom window are already made and ready to be installed. Now that it has been confirmed by our technician that the second bedroom window also requires replacement we will have to put this in to production which could take 3-4 weeks. We will contact you as soon as it is produced and ready for all 3 to be installed. Can you please confirm that there is no functionality concerns with these windows that are being replaced? That this is an aesthetic defect which we have acknowledged and are correcting?  

  Additionally your cheque will be cut during tomorrow's weekly cheque run and placed in the mail to you (12-09-2022).

  

  Business Response

  Date: 20/12/2022

  Hello ******, we apologize that it has taken as long as it has to fully resolve your concerns. As this is a repair and replacement for aesthetic purposes we will not be scheduling until all the parts are received and ready for installation. We acknowledge that the product has become discoloured and we are replacing them, as we have already previously done with the first discoloured window from this order. Our offices and production will be closed for the holidays from Dec 23 until Jan 9. We look forward to providing you with a full resolution by installing the replacement products in the new year.

  Customer Answer

  Date: 22/12/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  I still do not have an estimated date of when the windows will be replaced. The responses that you are submitting through BBB is really not different from the responses we have been getting the past year. There seems to be no urgency on your part to try to remedy this poor customer experience. One would expect that if you already have 2 windows why would want to demonstrate your commitment to the customer by installing them as soon as possible. I have also not received the cheque to repair the damages that you said was mailed December 9th, so I am without windows and cannot repair my wall, how do you identify this as a solution,

  Again, please send me the money and an estimated date when the windows will be installed.

  When I purchased the windows I was given an estimated date for installation, please show the same interest and service for the replacement.

  Sincerely,

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

  Customer Answer

  Date: 11/01/2023

  I received an email directly from Nordik asking to call for an installation date for service. I was given a date of Friday January 13-2023.

  

  Business Response

  Date: 12/01/2023

  Hello ******, the remaining windows were received January 11th and installation has been scheduled for January 13. We apologize for the delay and trust all will go well with your installation appointment.

  Please advise if you have yet to receive the cheque, in this event we will void and resend as it has now been in the mail for more than the expected amount of time.

  Customer Answer

  Date: 16/01/2023

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

• Initial Complaint

  Date:07/11/2022

  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.

  On May 19th and 20th of 2022, Nordik came to my home to instal 8 windows. On the 19th, they removed my old windows and in doing so, they damaged my hard wood floors and walls. When i brought it up to there attention they said “im sorry, we have insurance”. After they left, we inspected the windows ourselves and noticed that they are all scratched, the windows wouldn’t close properly, and the cocking/capping wasn’t done correctly. On June 3rd, they installed the patio door which didn’t have the ER efficiency sticker. We strongly discussed with the company that it is necessary to have that information shown for energuide company. On June 17th, they installed the bay window. When they were foaming the windows outside, it went all over our deck and they responded with “it’s easy to clean, you can do it yourself. We have to wait until it dries to clean it”. They did not offer to come back to clean up the mess and my husband and I spend 2hrs cleaning it after they had left. After calling the company in Mississauga, they told us that they will do a report. They transferred me to a service technician named ****. He came on July 4th and agreed there are a lot of concerns. On August 2nd, the installations manager Kevin York, and also agreed that there are multiple issues. After that, I never heard from anyone again. On September 7th I called the company again for a follow up and they said that they will be coming to fix all the issues on September 30th. That day came and they canceled due to a worker getting injured and assured that someone will be here for October 17th. The day came, and the installer ****, had no idea about all the other issues and he was here to just fix a scratch. He called the company and left without doing anything. The company called October 27th to make a date to fix the issues again and they asked to call me back at a later time because they were busy with the lines and I agreed. It is now November 6th with no resolution. Order #******

  

  Business Response

  Date: 11/11/2022

  ****, we have scheduled an installation service appointment on Nov 21st. Our scheduling coordinator is reviewing all listed concerns on file with yourself to ensure a proper expectation and plan are in place and these instructions will in turn be passed on to the installer so that there is no repeat of your previously scheduled appointment.

   

  TERMS AND CONDITIONS
  
  12.  We do not o?er any monetary compensation for lost time or wages

  Customer Answer

  Date: 13/11/2022

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

• Initial Complaint

  Date:07/11/2022

  Type:Order 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.

  Severe problems with 3 windows
  The 3 windows were ordered om March 29, 2022
  Defective windows and extremely poor installation. So far, 7 months after the order, there were around 8 unsuccessful repair attempts.
  Caused damages during installation like dropping a window that smashed from the 2nd floor to the backyard,
  scheduling repairs that were cancelled few time causing losing work days
  7 months after, the poor job isn't completed
  
  Order of front door
  On March 29 2022 I also order from Nordik new front door and paid deposit. 6.5 months after I placed the order, their sales person called me and informed me that they can manufacture the door I ordered
  They simply cancelled the signed order, violated the signed agreement and refunded me the deposit.
  This is a violation of a signed contract

  

  Business Response

  Date: 11/11/2022

  *****, we are scheduled to reinstall the window you have concerns with on Nov 29. The window will need to be removed/reinstalled and recaulked. Reinstalling it should fix the leveling error, and then the caulking will fix the caulking issues. We can also replace the vinyl jamb on the interior to correct the scratch.

  Your door order was cancelled at your request when we were unable to provide an updated ETA, due to supply shortages and delays with the custom glass you had selected. A full refund was provided.

  Customer Answer

  Date: 12/11/2022

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

  This is the 6th attempt to install this window with multiple no shows and very problematic installations

  Lets wait and see if the installation on the 29th of November will take place and the quality of the work will be good

  If it will, I will be happy to close the case
  
  
  
  Sincerely,
  
  
  
  ***** *******

  

  Business Response

  Date: 24/11/2022

  Thank you *****, we look forward to providing you with a resolution on our next schedule appointment, November 29th.

  Customer Answer

  Date: 25/11/2022

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

  With all the delays
  and the now shows for repairs from Nordik side, we got to the point where temperatures
  which are now below zero are too low for installations
  and re-installation will just cause more damage

  I sent two emails on this concern but no one bothered to call me
  
  
  
  Sincerely,
  
  
  
  ***** *******

  

  Business Response

  Date: 08/12/2022

  *****, we provide all service and installation services year round. Additionally our installer ******* was at your home on Nov 29 and says he completed the work, you also paid your final balance at this time. Our installation coordinator followed up the following day to check on your satisfaction with the service received and the resolution and indicated you were pleased with the results. If there is any work remaining, please let us know so we can take the appropriate corrective action.

  Customer Answer

  Date: 12/12/2022

  
  
  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.
  

  There are two uncompleted repairs that the installation coordinator promised to complete in the spring of 2023: the external window caulking and replacing the scratched window vinyl frame cover
  
  
  
  Sincerely,
  
  
  
  ***** *******

• Initial Complaint

  Date:27/10/2022

  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.

  Windows installed by previous home owner, full warranty.
  6 out of 11 windows are either broken or installed incorrectly.
  I called once or twice a year for the last 8 years, but never hear back. This year i lost my patience and called persistently since June 2022.
  June Call 1: Tell a service rep everything that was wrong. Never heard back
  June call 2: no record was made of the earlier call, have to tell the second service rep everything that was wrong - was told i would get a call back in 4 days. I didn't.
  July call: Finally had a service rep open a track-able service ticket number. Sent photos of all of the contracts / paperwork with the name of the original home owner. Was told i'd get a call back in 4 days. I didn't.
  In September i received an email saying "We're having trouble finding your contract. According to the picture of the invoice we have on file, the names are different on the account. Did you happen to get the name on the contract changed? Or do you know what the original names on the contract are and what year they were installed?" This is all information that was given in the first 3 phone calls & should have been in the ticket number file.
  Every time i call there is a new excuse as to why my windows aren't being fixed.
  Here we are in October & still i'm told they are "pulling the file."
  There are SO many similar complaints about this company on their facebook page. * ** ******* ** **** * ***** ****** *** **** ******* **** ** **** ***** ****** **** ********* *** ******* ******.
  Service Ticket file #*******
  Contract #******
  June 28/2011
  Original account #******
  Name on contract ***** * ******** **** (original home owner)
  Phone number on the contract: ************ Northern Comfort Invoice #*********

  

  Business Response

  Date: 28/10/2022

  ****, we apologize for the unacceptable delays in providing you with service on your Northern Comfort windows. A member of our team reached out on Thursday morning to organize and arrange an appointment with a service technician. Your assistance in providing documentation from the original purchase is also incredibly appreciated. We are hopeful that we are able to resolve your reported concerns during the scheduled appointment on November 2. If additional follow up work requiring parts is required we will request to obtain them from the manufacturer* (which is not Nordik*) through their manufacturers warranty. 

  Customer Answer

  Date: 28/10/2022

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

• Initial Complaint

  Date:24/10/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We Hired *** in 2018. The work was completed in 2019. The nature of the work was to replace our patio door. The door was poorly installed and we had constant issues with water leakes, door opening and closing and wind coming through. Not long after ****** windows and doors took over *** and the warranty was then transferred over to them. Since then i have been in constant communication with ****** advising that we were still having issues with the doors. We had countless service technicians come to evaluate the door and in 2021 were we were told that the door was poorly installed by the last service tech and that they were going to remove the same door and install it correctly. I was extremely weiry of this as i explained to them i am almost 100% sure the door itself is failing. With the amount of calking and make shift repairs that have been done to the door it was obvious to me that the door needed replacing and not re adjusting. None the less, ****** removed the door and reinstalled it. We were hoping this was going to do the trick(doubtfull but hopeful)
  Well, not much longer we started seeing signs of water damage again. Tech came out, put some more calking here and there but that didnt work. Next call, Tech and Manager "Kevin" came out and couldnt determine how the water was coming in. I explained to him that the door has failed. It was dry at the time so they coudnt see any water coming in. Kevin handed me his personal cell and assured me that if it happened again to call him and they would replace the door with a new one. Well, here we are a few months later and the door continues to leak. I tried to contact kevin on his cell like he asked- sent videos, photos left vm's and he has not responded to date. I also sent an email to info ****@******.com and have not heard back from them.This door has 10 years warranty. It has been nothing but problems since day 1. I am constantly full of anxiety every time it rains. I just want the issue resolved in a timely mater.

  

  Business Response

  Date: 26/10/2022

  *****, as noted we have made several visits, inspections, repairs and a full reinstallation of the door since taking over your *** service warranty and being notified of your concerns. This is not a model of door that Nordik makes or sells but a warranty we assumed responsibility for through a business acquisition. It has since been determined that we have exhausted our repair options and a warranty replacement door will be requested from the original manufacturer. This determination was made and was to be communicated to you by the installation manager, prior to us receiving this formal complaint, and we apologize if you had not been informed and felt the need to take this step.   

  Customer Answer

  Date: 26/10/2022

  
  
  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.
  
  

  We have heard from Kevin since submitting this request to bbb.

  It worries me that we are using the same manufacturer that provided us with this faulty door and as mentioned it’s not a door that nordik uses so that leaves me feeling uneasy.

  Unfortunately when you have been dealing with a nightmare for 4 years, it takes a toll on you.  We look forward to putting this nightmare behind us. 

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

• Initial Complaint

  Date:28/09/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In January 2020 we placed an order with ***, unaware that they had been purchased by Nordik.
  Our Invoice number is *******. Order was $13,626.52 total, and we held back about $760 because work was still unfinished. The company did offer to split the difference owing, but we said we still felt we needed to speak to a senior manager first because it was very important to us that they know what we experienced as customers.
  We have attached a document with our issues listed that we experienced.

  

  Business Response

  Date: 04/10/2022

  *** and ****, we are sorry to hear about your experience. The terms of your contract are that payment in full is due upon substantial completion and this has been reached for some time. Please provide payment at your earliest convenience. Thank you. 

  Customer Answer

  Date: 05/10/2022

  
  
  Complaint: ********
  
  
  We are rejecting this response because:  for the past many months we have asked each person that calls us from the accounts receivable department to please have a senior manager contact us to discuss our experience because we feel it is important that they understand so corrections can be made for future customers.  In our submission to BBB one of our requests again was for contact with the business.  We would like to know why Nordik refuses to invest the time in a discussion with us in order to close our experience and take that information to improve customer service in the future.  The response Nordik sent back to BBB did not even address any of our specific concerns or indicate that a senior manager would be in touch.  We cannot understand how the senior management of a customer service business can distance themselves from its customers.
  
  
  
  Sincerely,
  
  
  
  *** And **** ****

  

  Business Response

  Date: 13/10/2022

  Thank you *** And ****, your experience has been noted and the summary document will be shared. There will not be a follow up call from senior management. The balance on your account is due at which time we can provide you with your paid in full invoice and warranty documentation. Your warranty is for 25-years should you ever require follow up service please contact us to open a warranty claim.

  Customer Answer

  Date: 31/10/2022

  
  
  Complaint: ********
  
  
  We are rejecting this response.

  The organization refuses to contact us to have a conversation about their shortcomings and lack of customer service associated with our installation.  We have requested to speak to management many times and they elected to ignore our request each time.  We are completely dissatisfied with the quality and service we received from this organization.  We chose to add our complaint to the many already on the BBB site in order that other potential customers can see problems they will encounter.  We will forever be a detractor of this organization and will continue to advise against contracting with Nordik.

  We have paid the balance owing and BBB can consider the matter closed.  However, we are disappointed in the company's response which is why we have rejected their response.  Thank you.

  
  
  
  Sincerely,
  
  
  
  *** And **** ****

• Initial Complaint

  Date:22/09/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Re: Order# *******
  
  I have been waiting for my window replacement for over 2 years from this company and everytime I call they push the ETA another 3 months claiming 'Supplier Issues'. No one ever follows up as they say they will from Nordik windows. I have emails from 2020 until now and they still haven't replaced any of the 6 ensuite windows and entry door that's on the same order of: ******* that they promised!
  
  Horrible service! They need to carry out the terms of their warranty they promise customers! Clearly they don't care and I'm beyond fed up! Especially with the amount of money I spent and the lack of service from this so called company!

  

  Business Response

  Date: 23/09/2022

  *****, we value you as a customer and understand that this has been a frustrating experience. ********** ****** whom you bought your windows from was a vendor of ********* and their warranty is split in two section

  1. Installation/ Labour
  This is the responsibility of the vendor/Installers and we still stand behind this warranty. Our team is ready, willing and able to service any labour or installation deficiencies.
  
   2. Product Defects and Parts
  This is the responsibility of the manufacturer of the product in this case *********.

  We have never refused to provide you with service, we have been to your home to assess and make any on the spot repairs possible however we need the manufacturer to provide us with the parts needed to complete your service. Since the time of you first reporting your concerns to us, ********* has gone through bankruptcy and has been acquired by another company. During that time there was an almost 1 year period where the new owners of ********* were not fulfilling warranty requests. We notified you of this in June of 2021.

  More recently the warranty requests have been reopened and your replacement sealed units have been reordered. We are waiting for them to be supplied. As soon as they are received we will notify you and schedule the installation.

  Customer Answer

  Date: 23/09/2022

  
  
  Complaint: ********
  
  
  It's been over two years.  Last person I spoke to was heidi who advised she would follow up with a phone call and like several other of your customer service reps no one ever does! Heidi advised that there was a meeting this week between the supplier and Nordik regarding these supply issues- what was the outcome of the meeting?

  Do I need to put a complaint in with the supplier?

  over 3 years now I've been waiting for my replacements, this is beyond ridiculous. Service is beyond poor. As I mentioned no one follows up! Someone needs to provide a firm ETA and stop moving the replacement  to another 3 months everytime I followup I'm beyond frustrated with reaching out to your company every few weeks!

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

  

  Business Response

  Date: 04/10/2022

  ***** and ********, you do not need to follow up every few weeks. The replacement glass is on order with the manufacturer and we will contact you when it is received. We unfortunately have no further update to provide until the parts are received. Yes this has been an incredibly long and frustrating warranty claim experience and the first 2 years were completely undone by the manufacturer going through bankruptcy and a take over by other company. Again for most of the past year and half we were told these warranties wouldn't be fulfilled at all however there has been a change and replacement parts are being provided again. We do not encourage you to file a complaint with the manufacturer but that is an avenue that is available to you. The parts are on order and we will notify you as soon as they are received.

  Customer Answer

  Date: 07/10/2022

  
  
  Complaint: ********
  
  
  
  I would like to leave this complaint open until I see the correct replacements for my x6 ensuite bedroom windows and front entry door due to the extremely poor communication that I have received from your end throughout this process. I have never received one followup call or email on your behalf unless I ask for an update which only even then I'm lucky, if I get an update.

  I hope that you stick to your word and that I'll see the replacements before the end of this year! I'd be very surprised if I do based on the lack of service from the manufacture and your end at this point.

  

  Business Response

  Date: 18/10/2022

  Our service team identified 2 windows requiring glass replacement due to seal failure and 1 door requiring repairs on a June 10th service call. We received a follow up call and scheduled another appointment to inspect a 3rd window for seal failure and scheduled that inspection on June 30th. The additional window was confirmed to also need glass replacement. We have 3 replacement glass sealed units on order with the original manufacturer for the Master Bedroom, Ensuite and "Front Bedroom". Once these are received we will schedule an appointment to install them along with completing the door repairs. If you have additional products under warranty which require inspection, repairs or replacement please notify the service department so we can take the appropriate corrective actions.  

  Customer Answer

  Date: 26/10/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  What you wrote last is incorrect. The replacement is for 6 windows.  3 in the ensuite bathroom and 3 in the ensure bathroom and front entry door which all have problems! I spoke with your department several times and confirmed this. Latest email from Amanda J. July 7th 2022. See email attached.

  Once again very poor communication from your team and to now learn that you don't even have the correct amount of windows on file is just ridiculous.  We have been waiting years for replacement and was told the order was in for 6 windows from your staff along with the door replacement

  Please double check and confirm the quantity of windows. The last ticket number I have is *******.

  Any update for the ETA??

  Regards, 

  
  ***** & ******* ******

  

  Business Response

  Date: 31/10/2022

  *****, our technician attended your home on June 10th to inspect reported concerns of two windows with possible seal failures and door components coming apart. This was verified by our technician, he provided the measurements for the two windows and the replacement glass was ordered for each. On June 16th you reported one additional window having a similar problem. Another technician was dispatched, confirmed the reported concern, measured the one window and we ordered the replacement glass. These are the items that have been verified by the Nordik technicians who were onsite. We unfortunately do not have any appointment notes, or measurements related to any further windows from our Technicians. If they inspected these other windows and did not report a concern to us to take corrective measures we apologize. We can of course, return to inspect any products under warranty and will take the appropriate corrective steps to resolve your concerns.

  It so happens that your replacement parts are due in this week. We will phone to schedule the installation and repairs and advise our technicians to inspect any and all possible deficiencies that you report to them.

  Customer Answer

  Date: 04/11/2022

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

  I was advised from the last technician who came to my home that he was replacing the 3 windows in the ensuite bedroom as well as the 3 windows in the ensuite washroom, all due to the same issue, for a total of 6 windows. I confirmed this several times with various individuals from Nordik when i called to check on the status of the replacements in addition to the front entry door issue and was always advised that the order was placed for all 6 windows.  I have an email from employee Amanda J. with this in writing. 

  I will look forward to the replacements you currently have in stock as you mentioned previously, however this was not what was told to me from your representatives.  Communication has been awfully awful not to mention the ridiculous long wait for replacements. 

  
  Sincerely,
  
  
  
  ***** & ******* ******

  

  Business Response

  Date: 08/11/2022

  We again apologize for any errors or miscommunications on our part. We ordered the 3 replacement glass units that our technicians advised were in need of replacement and provided measurements for. These are received and scheduled for installation on November 14. We will inspect any additional glass units purchased from ********* ****** in your home on that date and if they are found to be deficient we will order replacements from the manufacturer. We apologize for the wait times, these are not Nordik windows and we are not in control of the manufacturing timelines.

  Customer Answer

  Date: 09/11/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I was advised 6 windows would be replaced as they all have the same issue as reported to the technician that came on site in addition to the several conversations and emails i have confirming this. I will wait again,  for the additional three Windows to be assessed for replacement. May I know the approx waiting time for the remainder three windows? I really hope it's not going to be another 2 years. 
  
  
  
  Sincerely,
  
  
  
  ***** & ******* ******

  

  Business Response

  Date: 10/11/2022

  Upon confirmation that these additional windows require replacement we will place them on order immediately. We do not have an ETA at this time but it would likely be in the 2-4 month range. Again we are not the manufacturer and not in control of the manufacturing timeframe for these replacements. Your previous warranty claim was heavily impacted and delayed due to the manufacturer going through bankruptcy and restructuring during which no warranties were being fulfilled. We do not anticipate this occurring again.

  Customer Answer

  Date: 23/11/2022

  
  
  Complaint: ********
  

  On Nov 14th 2022 Nordic Techician Albert and Daniel visited and replaced x3 windows out of the 6 windows.

  As this was missed from the last technician (even though we were advised from Nordic that the order would be put in months ago) furthermore Albert advised that he will be putting in the replacement order for the additional 3 ensuite washroom windows that have the same issue as well as the front entry door seal and front entry door paint spray. We have been provided with Po##*******.

  On Nov 23rd 2022 approx. 1:15pm- I spoke with Audrey who advised that our file was closed by mistake and that she will reopen it and send an email indicating the order notes from Albert Nov 14th 2022.

  Please provide an ETA.

  Regards,

  ***** & ******* ******

  

  Business Response

  Date: 14/12/2022

  Thank you for your patience, our technician has confirmed 3 additional glass units are defective and require replacement.
  
  We will order these from the original manufacturer under the terms of the warranty and will notify you once they are received and ready for installation.
  
  We apologize for the delay.
  
  Sean T.
  Public Relations Specialist

  Customer Answer

  Date: 14/12/2022

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

  I am still awaiting replacement of windows and front entry door seal repair.  Please provide an update once known. 

  
  
  
  Sincerely,
  
  
  
  ***** & ******* ******

  

  Business Response

  Date: 21/12/2022

  Hello, we apologize we were unaware that the door repair did not occur on the previously scheduled service appointment, as it had been included on the instructions to be performed at that time. We have scheduled our senior service technician who originally diagnosed this issue to perform the repair on Dec 22. As previously stated the remaining 3 windows, now confirmed to be defective have been ordered under warranty.

  Customer Answer

  Date: 23/12/2022

  
  
  Complaint: ********

  Hi the door techician did a lousy job resealing the front entry door yesterday (Dec 22nd 2022) and seemed very irritated and unhappy to have to do it. He also forgot the door touch paint/spray which was never given to us with the entry door. When i asked him about it, he said he wasnt told to bring it, after we requested this several times with your techicians including Heidi and Gaitrie who advised we would receive it. Heidi advised that she would followup Dec 22, 2022 regarding getting the door paint/spray dropped off to us or mailed out,  im still awaiting that update. 

  Im glad to know the additional 3 windows are on replacement order and hope to receive them very soon. 

  
  ***** & ******* ******

  

  Business Response

  Date: 18/01/2023

  Hello *****, we apologize and are sorry to hear that you are not satisfied with the repair service on your door. We will reach out to schedule another attempt at this repair. You are correct that the technician was not asked to bring touch up paint to your home, this had not been previously recorded as missing or needed. This is now on order and we will contact you once it arrives and is available.
  
  Your replacement windows are also on order from the original manufacturer. We will contact you once they are received and available for installation. 
  
  Sean T.
  Public Relations Specialist

  Customer Answer

  Date: 18/01/2023

  
  
  Complaint: ********
  
  
  Thank you for the update. I look forward to the update for everything and finally getting this rectified.
  
  
  Thank you,
  
  
  
  ***** & ******* ******

  

  Business Response

  Date: 31/01/2023

  Hello again *****,

  The original manufacturer of your windows has disputed the warranty claim unless provided photographic evidence. Albert has been scheduled to return to your home to get these photos in order to proceed with the claim.

  Customer Answer

  Date: 03/02/2023

  
  
  Complaint: ********
  
  
  Albert arrived this week to re-take pictures and mentioned himself he sees the default in all 3 windows. This will now be the 4th time your team has sent technicians out for the same issue.
  
  I am still awaiting an update for the Front entry door touch up paint as well..

  
  
  Sincerely,
  
  
  
  ***** & ******* ******

  

  Business Response

  Date: 10/02/2023

  Hello *****, Nordik is not disputing that there are seal failures in your ********* windows, Albert filed his report which noted the defect. ********* requested photographic evidence which is why he needed to return. As the manufacturer of your windows they are responsible to provide us with the parts we need to complete the repairs. We do not have control over their internal methods or processes and were simply providing them with the information they were requesting so they could approve and fulfill the warranty request. 

  Your door touch up paint has been ordered from the door manufacturer which is ** *****. As soon as it is received we will let you know.

  Customer Answer

  Date: 15/02/2023

  
  
  Complaint: ********
  
  
  ok. Any ETA for the 3 windows?
  
  
  
  ***** & ******* ******

  

  Business Response

  Date: 03/03/2023

  Hello there, the ETA that has been provided to us by the manufacturer of your windows is March 31. This has also been shared with you via email. We will provide any updates if/when they are received and as always will contact you to schedule your appointment as soon as your replacement parts are received. 

  Customer Answer

  Date: 14/04/2023

  Re: Complaint ID: ******** Hello, I would like an updated ETA for this complaint regarding the X3 window replacements for my home as the ETA given of March 31st 2022 has expired. The company has not replied to any of my emails sent. Looking forward to your follow up, Thank you,

  Customer Answer

  Date: 17/04/2023

  I've been waiting since early summer 2022 for the x3 window replacements for my ensuite washroom as the history notes indicate. Yesterday I spoke with customer service rep. Onika who advised that she is not able to locate any orders of ours, after we we're told countless times that the order has been placed from Heidi D. and numerous customer service reps. On top of that the ETA kept moving from one month to another month with a for sure ETA of March 2023. Onika advised yesterday that she would be putting a rush on the order (I've heard this over 10 times) will have to place the order again and give another month for the windows to come in. 
  
  No one ever follows up from Nordik Windows via phone or email and the ****** reviews reflect that numerous customers that are left unhappy with the service and communication from this company. 
  
  I've emailed Heidi D. and the general Nordik customer service email several times over the past few weeks requesting an update and they NEVER reply or follow up when they say that they're going to. 
  
  The accountability and customer service is non-existent with this company! 
  
  I need an update ASAP, this is unacceptable Nordik windows and doors.

  

  Business Response

  Date: 26/04/2023

  ***** & *******, as you know our technician verified the defect with your ********* windows during a November service appointment at your home. Upon confirming the defect we placed the replacements on order shortly thereafter. We were notified after the Christmas break that ********* required additional photographic evidence of the defect in order to process the warranty claim. Our technician returned, took photos, we provided them to ********* and they provided us an ETA of March 31 for the replacement glass. When this deadline was missed and you contacted us, we contacted ********* and they informed us they didn't have the items on order or in production. We provided everything again, asked for a rush production and have been provided an ETA of May 12. We apologize that this process has taken as long as it has, it is frustrating to us as well. Not being the original manufacturer of these windows creates challenges and more room for error when we need to involve these third party window producers. These are not challenges we face when working with customers who purchased Nordik windows from us directly as we are in complete control of the entire process. We are sorry that you and other customers are being effected. We are still fully committed to providing our onsite services as soon as we receive the required parts from *********.   

  Customer Answer

  Date: 26/04/2023

  
  
  Complaint: ********
  
  
  Once again, regardless that your not the original manufacturer, some custimer service and a courtesy call from the service team to give me the heads up that the order was never in motion goes a long way! I look forward to the install for the x3 hopefully in May. Has the order shipped out yet?
  
  
  
  Sincerely,
  
  
  
  ***** & ******* ******

  

  Business Response

  Date: 04/05/2023

  The most recent ETA provided is that the product will be ready on May the 12th. We have not received the product as of yet and will notify you as soon as it is in our possession and ready to be scheduled.

  Customer Answer

  Date: 12/05/2023

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

  I've been told multiple ETAs that have not been met.  I look forward to seeing the shipment installed. 

  
  Sincerely,
  
  
  
  ***** & ******* ******

  

  Business Response

  Date: 19/05/2023

  ***** and ********, the parts have been received from the window maker and service has been scheduled for May 26th.

  Thank you for your patience.

  Customer Answer

  Date: 20/05/2023

  
  
  Complaint: ********
  
  
  I look forward to the long awaited installation and inspection of the new windows.
  
  
  Thanks,
  
  
  
  ***** & ******* 

  

  Business Response

  Date: 31/05/2023

  Three replacement thermo unit's were supplied by ********* under the terms of your manufacturer's warranty and installed by a Nordik technician May 26, 2023.

• Initial Complaint

  Date:21/09/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  A patio door ordered June 3, 2021 along w windows was to have a high ER rating (40+), the sales agent (*******) saying to see the "Features" page on Nordik's website. The door (i understand delays) installed Jan 3, 2022 is rated ER34, with few of the "Features" on the website, the faulty installation and gaps (missing ******** allowing ice/snow in/gusts from uncapped ends allowing a person to see inside (nothing like pics on website). Made by ****** ***** in QC, that door (1/3rd of $3,453.71 paid) had been delisted by ***** four months before from their "Basic Sliding Door" list (not on their high ER list). However, Nordik's invoice also states the door is "Certified High Efficiency" - serious misrepresentation, misleading ** **** ** **** * ******. Repairs from faulty installation remains unfinished (*** ****) after 3 visits by a repair tech and 1 visit from their staff member (*****) filing the complaint.(****). I have dealt with ******** (Service Manager), others, mailed letters to **** ********* (CEO) and the owners of the company. I previously asked them to finish the installation job and fix the issues (a different tradesman noticing the problems, lifting the door straight up out of the track, meaning someone could easily break in). Because of the amount of time it has taken, their **** * ******/*****, that they still advertise great "customer service", I last (July 27) wrote to tell them I wished resolution of $3,554 since the door was not as ordered or paid for, and I have to do outstanding repairs (previous to that I asked they replace the door with that ordered/paid for, which would now be onerous for everyone, mostly the new installers/me, the owners don't care). Now, two months later, having received no reply from my last correspondence, I am filing with BBB.

  

  Business Response

  Date: 23/09/2022

  ******* we do not advertise the ER ratings of the patio doors on our website as we are not the manufacturer and not in control of the manufacturing process or testing of these products. As such your sale and purchase agreement of the patio door is not contingent upon the ER rating of the door and ER rating is not mentioned anywhere on your signed contract. The ***** Classic patio door purchased was Energy Star certified as high efficiency (ER34-39) at the time of us ordering from ***** and they supplied us with the ER rating information at that time. Energy Star “Most Efficient” is a higher designation for windows and doors ER40+ such as your bedroom and bathroom window purchased and installed by Nordik. 
  We are not in control of when or why ***** delisted the product in between the time of the purchase and the time of installation and were not made aware of this change until some time after. The door was on the ***** list at the time of purchase and was delivered by the manufacturer with an Energy Star label. Regardless, the door’s performance and the criteria that contribute to that rating remain unchanged (u-factor, solar heat gain, materials, layers of glazing etc). The door is highly efficient and it’s performance remains the same even if ***** has since delisted it.
  We will not be issuing a refund. If there are any defects related to the product or the installation please bring them to the attention of our service department and they will be covered under our 25-year warranty. At the present time there is no active service open or outstanding issues that we are aware of. 
  
  

  Customer Answer

  Date: 28/09/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because of the points responded to and outlined in the ******** *****

  ER ratings: While the door’s “ER rating is not mentioned anywhere on [the] signed contract,” neither are any
  windows, yet Nordik’s final invoice - inexplicably – states the door is “ENERGY STAR *******************
  Certified High Efficiency.” Why might that be?
  Your parent company’s website notes national standards were “in effect as of January 2020” (*************
  *****), hence it is ********** *** illogical to now say the door was “Energy Star certified as high efficiency
  (ER34-39) at the time of us ordering” – those ratings adjusted 18 months prior to my actual order. The door’s
  sticker is “ER34,” not as you state “highly efficient and it’s performance remains the same even if ***** has
  since delisted it.” Is ***** aware you do not agree with ratings or what they actually mean?
  
  https://***************************************************************************************************
  Again I note, Nordik postponed installation from October to January citing no stock due to shipping delays, this
  door delisted from basic “sliding doors” September 15, 21; if so I would have understood an October
  installation (although not invoice “Certified High Efficiency”). However, ***** would know, as all your
  companies, of rating changes – why ratings exist – and not misuse Energy Star’s logo given the January 2020
  notice and September 2021 delisting. It was clearly not on NRC’s high “energy efficient“ doors list, as your
  invoice states which you emailed January 25 that I asked to be mailed five or six times, receiving it April 22. ?
  At no time did I state you advertised ER ratings on your website: I stated your agent said to see your website’s
  door “Features” page. I asked for a brochure, ******* said patio doors were not in it. After installation,
  seeing inside the door and missing parts, I checked your “Features” page again (******** **** ** ****) to see
  features are not the same or similar as to channels, weatherstripping/insulation etc as outlined (nor door lock
  or handle which are fine). As discussed with her and in my notes, I ordered higher ER windows except two,
  noting condo rules of replacing “like-with-like,” albeit 1986 inefficient sliders. In fact, the upper bathroom
  window was a slider we changed to casement for better ER ratings. I asked ******* for a height of muntin I
  could insert so it would look like a slider (pic “fake muntin” circled). I asked for it and assured the installers I’d
  put it in – Chris said it wasn’t on the order.
  Price is also an indicator of ER quality (fine, patio door up $83 over contract prices which were lower for 4 of 5
  units (5th down $159.29 from my change of 2 openings to 1). The door from your supplier costs one-third what
  I paid you (your subcontractor Installation Work Sheet bill $252.75).
  Manufacturing: Your website, PR, advertising state you are a Canadian manufacturer, a reason people (like
  me) pick your company. The first time I heard you did not was hearing the door installation was delayed
  “because of shipping delays from China.” When he was doing a repair, **** said there was also a fire in a plant
  in Texas…Your website and information does not state you get doors from *** ****** *****.
  Installation: You state “At the present time there is no active service open or outstanding issues that we are
  aware of.” You are aware and have not addressed those installation issues (*** ****) also identified by *****
  and ****, nor did I sign your Jan 3/22 “Installation Work Sheet,” which I have, dated 2021-12-30. This remains
  unsigned: “I acknowledge and agree that the work performed by ****** is satisfactory and meets all contract
  2
  requirements.” I asked numerous times by email and phone, politely, for the plates and schlagel/gap to be
  finished, brought to ********’s attention numerous times, by letters mailed to ****** owner(s) and to ****
  *********, as a reminder, the gap allowing and showing ice and snow that entered:
  That Nordik has ********* ****, misrepresented the door properties and invoice, used Features on their website
  that were not true, have not repaired the issues, made illogical and inconsistent comments, are trying to cover
  it up etc. is such a violation of consumer trust. I originally asked they replace the door with the high ER door
  ordered - given previous delays and being a waste of more time, I again ask for a refund that includes the cost
  of me doing the repairs, and I ask they revise their websites to accurately show the patio doors they do sell,
  where the supplies and products are made, inventory old stock (that one worker called “dead stock”) to
  remove outdated ER stickers.
  
  
  
  Sincerely,
  
  
  
  ******* ******

  

  Business Response

  Date: 04/10/2022

  ******** the Energy Star information on your invoice and on your label were provided to us directly by the door manufacturer.

  You placed your order with Nordik in June 2021, we ordered the door from ***** the same month and received an order confirmation along with the Energy Star information at that time. You have provided us with information that shows the door was delisted in Sept 2021, after the order was placed. We would not be aware of such a change unless notified by *****. Regardless of this, the sale of your patio door was not contingent upon it being Energy Star certified as this is outside of our control. We can remove the outdated information from your invoice and provide you with a new copy.

  The website you reference does indeed provide detailed information that as of 2020 products with an ER rating of 40 and above are given the increased distinction “Most Efficient”. This is not the same as high efficiency, all products that are rated and labeled by Energy Star are high efficiency. As of 2020 for windows and patio doors the product needs to score 34 or above to be considered.

  “A patio door ordered June 3, 2021 along w windows was to have a high ER rating (40+), the sales agent (*******) saying to see the "Features" page on Nordik's website.” If we misunderstood this remark we apologize.

  The service technicians who have been to your home have all stated that they have completed the required work and that further requests are above and beyond the scope of what was ordered or are not possible to do. If you believe this to be incorrect we will schedule a manager to inspect the product and installation.
  

  
  

  Customer Answer

  Date: 13/10/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because they have not answered the concerns. 
  
  
  
  Sincerely,
  
  
  
  ******* ******

  

  Business Response

  Date: 26/10/2022

  ******** you received the patio door that you purchased. No where in our advertising does it state that we are a patio door manufacturer nor do we advertise the efficiency ratings of these products. We make every effort to make sure we stay within the estimated installation timeframe but we do not guarantee any installation date. Your patio door was delayed and received later than estimated, we do not have a specific reason noted as to what caused the delay. Likely general supply chain woes that were being experienced at that time and still experienced today to some degree. 

  ***** ** ** **** *** ****** ** *** **** ********* **. The Classique patio door that was being produced at the time of your purchase was *******************. We have since learned and shared with you that ***** changed glass suppliers in between the time of your purchase and the time your door was manufactured, which meant a recertification and testing needed to take place and the succeeding model of Classique with new glass, the one you received, is *******************. You purchased a white, Classique, 2 Lites, 79 1/2" and you received a white, Classique, 2 Lites, 79 1/2". Yes, the wrong ***** reference number was provided, we were not aware of the change and had to work with the door producer to find out what had occurred. Your sale was not related to a specific glass manufacturer or ***** reference#. We sell different models of patio doors and every feature on the website does not apply to every model of door.

  If you require warranty service on your door please, contact our service department through the proper channels to report your concerns. Our technicians have been to your home, provided assistance and have reported that they have completed the required work. Emailing pictures of a neighbour's unrelated patio door isn't helpful in diagnosing any potential issue with your door if they are different models from different suppliers. 

  .

  Customer Answer

  Date: 01/11/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because Nordik is either not answering the concerns, repeats or uses different answers, not responding to the complaint and still outstanding issues.
  
  
  
  Sincerely,
  
  
  
  ******* ******

  

  Business Response

  Date: 02/11/2022

  ******* the product installed in your home is consistent with the product we receive from the manufacturer each and every day. This is how the Classique model appears. Again you signed a contract for the purchase of a Classique patio door and that is what you have received. The last service appointment that we have on record for your file is from July 8, 2022 with our technician **** (as you have noted). He completed his inspections and says you request additional weather stripping be applied in places that are not designed to support weather stripping. This is not something that we are able or obliged to provide as it is a modification to the product and outside of the scope of service we provide. We have no record of receiving a service request between that time and now and have urged you to go through the proper channels if your product or installation require warranty service. As you have not done so and we have delivered the product as contracted and provided follow up service and you have paid in full we are left wondering why you have threatened legal actions through small claims court and a defamatory media campaign in your email dated November 1, 2022? 

  Customer Answer

  Date: 04/11/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because the company (who is the respondent?) will not answer questions and keeps making erroneous statements.
  
  
  
  Sincerely,
  
  
  
  ******* ******

• Initial Complaint

  Date:14/09/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased windows and a new front door from Nordik. When the door was installed on June 15th, the installer broke off the wire for the doorbell. Nordik had advised they are not responsible for removing or reinstalling the doorbell which is fine, however, it was carelessness that broke the wire. We needed them to leave the wire exposed so that we could reinstall the bell. Since they proceeded with the door install and left the wire completely inaccessible, the only solution to access the wiring after the door was installed was to hire an electrician who had to cut a hole in the wall of the interior wall of our home to access the wiring. We had to pay the electrician$186.45 and we will also have to pay someone to fix the drywall and paint estimated at $300. We have made numerous attempts to contact Nordik by phone and email. The reference number provided for our complaint when asked on the third call was ******** We sent them pictures of the hole that had to be cut in our interior wall. Phone calls to speak with someone in service were long wait times, met by response of "i'll look into it. we have to speak to installer and get their side of story." But then nobody ever called us back. On August 22, we sent another email to Nordik along with our invoice from the electrician. On August 30th we received a voicemail from ************ (person's name may be Kevin Y.?) at 9:19am stating not responsible, not paying because they didn't know how old our wiring is. Our home is 10 years old, there is no problem with the wiring. I called the number back the same day at 10:54am the same day and requested my call be returned asap to discuss. No call back. Trying to work something out with Nordik has been exhausting and stressful. It's our opinion that they do their best to not return calls or emails and strategy to deal with the issue is purely avoidance. We expect Nordik to pay us $480 to cover cost of electrical work and wall repair.

  

  Business Response

  Date: 20/09/2022

  Kristin it is unfortunate that you required follow up work and incurred additional costs from a third party contractor however our contract section 13d. states that we do not take responsibility for electrical wiring in and around the installation. Our installation Manager who phoned and left you a message should have made this clear and sounds like he may have attempted to provide additional information and background for some of the reasons why we have this clause. Regardless of the age of your home this is not an issue that we are responsible to provide compensation for.

  Customer Answer

  Date: 20/09/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  Your installer broke the wire and the left it inaccessible.  

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

• Initial Complaint

  Date:08/09/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Bought a new front door 3 years ago - wont give me my money back.
  I have been waiting 3 years for a front door. I have paid for most of it. There have been 2 attempts at installation. The first time the installer refused to do the install because he was afraid he would damage the floorboards. The second time the door arrived damaged. I have been unable to speak to anyone who could help and when I ask to speak to someone in a position thy take my number and never call back. I WANT MY MONEY BACK

  

  Business Response

  Date: 12/09/2022

  Hello ***, you contracted us to manufacture and install a new custom entry door for your home. This door has now been produced twice and has been ready for installation for months which you are refusing to accept. We are ready and able to install the door at your convenience and do not cancel contracts or provide compensation for delays.

  Customer Answer

  Date: 14/09/2022

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

  This is totally untrue.

  You have visited us twice but it was YOU who refused to do the installation the first time and the second time the door was damaged. 

  We were pressured by the management into accepting the last door which was delivered with LARGE scratches and said they would replace it later.

  The installer recommended we not accept the damaged door as it was unlikely we'd see the replacement for an even longer time.

  You reply that you have made 2 doors already. 

  THE FIRST WAS DAMAGED IN YOUR WAREHOUSE AND NEVER DELIVERED AND THE SECOND ARRIVED WITH LARGE SCRATCHES ON THE INSIDE AND RETURNED. 

   

  
  
  
  Sincerely,
  
  
  
  *** *****

  

  Business Response

  Date: 21/09/2022

  Hello ***, we do not believe our two statements contradict each other. At the present time your door is ready to be installed we just need to agree on a date for our team to do the work.

  Customer Answer

  Date: 21/09/2022

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

  As you admit that nothing I have said was wrong you can see that I have no interest in doing business with your company. 

  I have taken 4 days off work and just want my money back.

  According to other complaints you DO actually give refunds when pressured. 

   

  
  Sincerely,
  
  
  
  *** *****

  

  Business Response

  Date: 28/09/2022

  Mr. *****, the door you ordered is ready for installation. Please get in touch with our installations department so we can schedule a date and time that you are available. As stated on your contract we do not offer any monetary compensation for lost time or wages.

  Customer Answer

  Date: 29/09/2022

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

  I didn't even ask for compensation for my 4 days plus the aggravation we've endured. 

  I just want you to return my money. 

  This is covered under the consumer protection act.

  
  Sincerely,
  
  
  
  *** *****

  

  Business Response

  Date: 04/10/2022

  Hello ***, the contract cannot be cancelled or money returned as we have incurred the cost of producing the door twice now. This door has been custom made for your home and if you are no longer wishing to have it installed we can remove the installation fee from your contract and delivery it to your home as is. You may chose to install it yourself at a later date but Nordik will not be responsible for or warranty any of the work done by a third party or the product once it has been handled by a third party. We will continue to hold the door in our warehouse for 30 more days.

  Customer Answer

  Date: 07/10/2022

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

  I had asked for a refund many, many, times before this. It's not my fault that you had to remake the door. I specifically asked for my money back!

  You even had the nerve to charge me additional monies due to the delay.

  I have no confidence in your company or It's ability to support a 25 year warranty. 

  Just give me my money back!
  
  
  
  Sincerely,
  
  
  
  *** *****