Complaints

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

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  Nordik Windows & Doors

  1365 Bonhill Rd Mississauga, ON L5T 1M1

  
• 

  Nordik Windows & Doors

  556 Bryne Dr Barrie, ON L4N 9P6

  
• 

  Nordik Windows & Doors

  353 Arvin Ave Stoney Creek, ON L8E 2M6

  
• 

  Nordik Windows & Doors

  10 Estate Dr Scarborough, ON M1H 2Z1

  

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

• Initial Complaint

  Date: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,
  
  
  
  *** *****

• Initial Complaint

  Date:23/08/2022

  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.

  I signed a contract with Nordik Windows and Doors on August 18, 2021 in the amount of $7500 for 3 patio doors and one window. (Order #*******) Their sales rep took all measurements, and thus Nordik is responsible for the measurements. I paid $3000 as a deposit for the job.
  
  They came out on or about April 22/22 to do the install, but could not install one of the doors, because they did not realize that it was a custom size door (!), and they did not have the appropriate size door available. They then let me know that since this is the case, I have two options:
  a) pay additional money in the amount of $800 to cover the additional cost of a custom size door.
  or
  b) take a refund for the door.
  
  I stated that both options are unacceptable, as I signed a contract, and the contract must be honoured in full. I sent them a demand letter, drafted with the support of ProBono Ontario, requesting a refund for the cost of the door, as well as the cost of installing a similar door with another installer. I gave them three weeks to respond to the letter.
  
  Today, August 22, 2022, I received a response from Nordik that they will refund me the cost of the door in the amount of $2150 (minus discounts plus taxes) for the door that is not being installed. In addition, I am being asked for a payment $3100. (The math does not even add up, as my deposit of $3000 plus an additional payment of $3100 would be $6100 of the total bill of $7500! This would mean that they would have only charged me $1400 taxes included for the third patio door that they will not install.) There is no mention of reimbursement for the installation of a door with another company.
  
  I am seeking reparations as requested in my demand letter sent to Nordik, attached in my supporting documentation.
  
  As an aside, I am still waiting for the redress of the incorrect (admitted by Nordik) window installation of four months ago. Also, I had numerous concerns regarding installation, only some of which have been addressed.

  

  Business Response

  Date: 01/09/2022

  Hello ******, we are sorry to see that you have filed a complaint as we believe we have provided reasonable ways to bring this matter to a resolution. Your comment "I stated that both options are unacceptable, as I signed a contract, and the contract must be honoured in full." is curious as that is exactly what we intend to do as we manufactured and are ready and willing to install the door to the exact specifications on said contract.
  
  
  
  To reiterate the options to move forward are as follows:
  
  
  
  1. Install the standard 5ft door as ordered.
  
  
  
  2. Reorder a new custom size door for an addition $800. (Which is less than the quote you received from the other supplier).
  
  
  
  3. Remove the door from the contract entirely giving you the opportunity to purchase the door from another provider.
  
  
  
  Should you chose the remove the door from your contract this will reduce your Grand Total and balance owing by an amount of $2153.92
  
  
  
  ((List price $2782 minus discount $875.88) plus 13% HST)
  
  
  
  Please let us know which of the three options is your preference and we will facilitate that resolution as quickly as possible. We will not be providing compensation for you to purchase a door from another supplier.

  Customer Answer

  Date: 02/09/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  
  Fulfilling the terms of the contract in full would mean that I would get what I paid for. You are NOT giving me what I paid for; you are asking for an additional $800 in order to give me what I paid for. This amount is above and beyond the terms of the contract. In order to fulfill the terms of the contract, this door needs to be installed at the price provided when I signed the contract.
  
  
  
  There is nothing "curious" about that.

  

  Business Response

  Date: 12/09/2022

  To date we have produced the one window and three patio doors that were contracted and we have installed 1 window and 2 patio doors. You have not paid us for the products that were installed and are refusing the third door. Should you allow us to install the third door the price on the contract will remain at the agreed upon amount. If you would like to change the size of that door to a custom size then there would be a difference in price. We are also willing to simply remove that door from your order as previously offered.

  Customer Answer

  Date: 15/09/2022

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

  Again, I must emphasize one very important point. I did NOT measure the opening for these doors and window. It is NORDIK that has done so, and as such must take responsibility for any costs related to improper measurements. If Nordik did not measure the door opening properly and produced a standard size door for me incorrectly, then Nordik must bear the cost of replacing this door with the proper measurements. IF that means that Nordik needs to produce a custom size door instead of a standard size, that is Nordik's problem, NOT mine. Nordik must bear the cost of this error in measurement. I have contracted Nordik to produce three patio doors that fit my door openings, and I should not have to pay one penny extra to have these doors installed. I DO hope that we understand each other on this point.

  With regard to the window, please note that it was not installed properly, as admitted and stated by your own installation supervisory staff who came out to do a post installation inspection. Based on that inspection, I was told that a new sash would have to be ordered and that the window would have to be re-installed. It has been over four months since that inspection, and I am still waiting for news of the arrival of the sash. Further, there are caps for screws on the other two patio doors that have yet to be delivered and installed.

   I have paid a deposit for the full terms of this contract to be fufilled, and will not pay the balance until the terms are indeed fulfilled. I have waited patiently for almost a year, and have extended the length of time permitted to me to receive a rebate from the grant that I should receive once the installation is complete. I do hope that this installation will happen before the deadline passes, because otherwise I will have to add the funds lost to costs I have incurred.

  Once again, I need to have the FULL terms of the contract fulfilled. Measurement of the doors is the responsibility of Nordik, and any additional costs related to improper measurements must be born by Nordik. The window sash needs to be replaced. Screw caps need to be provided and installed. All this needs to happen before the grant deadline. 

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

  

  Business Response

  Date: 28/09/2022

  ****** this is not going anywhere and our position remains unchanged and we await your decision on what to do with respect to the 3rd and final patio door. The door that was agreed to on your signed contract has been produced and is ready for installation, this door can be successfully installed at your home in the intended opening. As you have indicated your preference would be for a larger door we have offered to produce a larger door at a cost, or remove the door from your contract allowing you to explore alternative suppliers. Delaying your decision on how to proceed is not a valid reason to withhold payment for the products that were installed.

  Additionally the warranty replacement parts for your installed window have been produced and are ready for installation. Our Service Department reached out on September 23rd and left a voicemail to inform you of this and to set an appointment. 

  Customer Answer

  Date: 04/10/2022

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

  You have not taken responsibility for inaacurate measurement of the door. I never asked for anything other than what is in the contract. If the door that was made for the opening was not according to my specifications, this is not my mistake, and I should not be made to pay for it. I have an email thread with the sales rep that clarifies that I will be getting MORE inches of glass for the door than I currently have. This communication was prior to my signing the contract, and my agreeing to the contract was contingent upon this communication.

  I don't know what door you have for the opening, but why was it not installed in the first place? I never saw the door. I never agreed or disagreed to the door. I was simply told by the installer who brought that door to my house on the day that the other two doors and (incorrectly installed) window that it was the wrong door! Why would I now accept this door?

  I agreed to the contract for a package deal as the price was more competitive than purchasing items separately. As things stand now, I would be out of pocket about $1000 if I find another company to install the door. This is why I am continuing to try to communicate with Nordik and resolve the issue.

  I have tried to contact the Installation Supervisor Tomas A. after your last BBB response, but no one has gotten back to me. I have also left a message with Onielia D. in Customer Service. Sean, I am willing to discuss this issue with you over the phone if you can provide your phone number and availability. I would like to reach a resolution as soon as possible, and this issue has taken an inordinate amount of my time.

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

  

  Business Response

  Date: 13/10/2022

  ******, we are not sure what the installer told you, we are sorry but we were not present or privy to that interaction. We still have the door, it is the door that is on your contract and it can be installed at your home.

  The three options that have been provided to you are still available: Accept the door from the signed contract at the agreed upon price, order a new door for a cost, or remove this door from your contract with no penalty.

  Customer Answer

  Date: 02/11/2022

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

  
  Sean, I received your phone message on Friday, October 21 in the evening, and then waited for Monday October 24 to reply with a phone message, and then again on Thursday October 27 with another phone message, neither of which you replied to.
  The problem is this, and I am writing to you in good faith in the hope that you will want to reach an agreement with me:
  
  The sales rep misled me (* ***** ************) into agreeing to this contract. He indicated that I would be getting more glass than I currently have with the new door. (* **** **** ************* ** ** ***** ****** *** **** ******** ***** ********* *** **** *******) You will see that there was considerable discussion about the size of door, and that he advised me to get a standard size door, indicating that there would be a very small difference in glass size in the email. I trusted him, and the company, and was misled.
  
  I have had numerous issues with the installations for the other doors as well. Screws were driven into sashes where they should not have been, compromising the insulation for the window. This was replaced under warranty, which should not have been the case. (I assume that warranty is for the consumer, and does not cover the installer and the company for incorrect installation!) My patio doors still have the door handles installed upside down, according to the last installer who came from Nordik to look at my doors.  He requested a work order for this to be corrected. Screws in the two patio doors that have been installed still need to be countersunk so that caps can be placed. A work order for this has been placed as well.
  
  In addition to these ********* issues, I received incredibly **** service from the first installers, but I will stop here. What I would very much appreciate from you is some acknowledgment that there was a verbal and written agreement between me and the sales rep (as you can see in the email communication). I am willing to reach an agreement with you in order for resolution to occur, but it needs to be a better offer than the one you have thus far proposed. I agreed to a contract as a package, and simply allowing me to receive a refund for the cost of this standard size door will not suffice. There is a difference of about $800 if I go with another company. I am willing to cut my losses if we can agree on the cost of the door as you had initially proposed, and $400. Please respond within one week for this proposal to be valid.

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

  

  Business Response

  Date: 10/11/2022

  ******, we have each left each other multiple voice messages and I apologize that we have not connected as of yet.

  Yes your window was repaired and replaced under warranty, we are sorry that this was necessary but we will always back our products and installations and honour our warranty commitments to you as our customer. The Service Technician who installed the replacement has noted the same concerns that you have listed above and we will make these corrections for you.

  With respect to your uninstalled patio door, the Sales Rep has no reason to try and mislead you, communicated his recommendation and said that ultimately it is up to the homeowner to decide what to move ahead with.

  You say it will cost you $800 to go with another company for this last remaining door, that is the exact same offer we are making to you. There is a $1500 price difference between the standard sized door and having a custom one made. We will discount this down to $800 should you choose to order it from Nordik. If you wish to remove this door from your order we will remove it at no penalty to you freeing you to go with the supplier of your choosing. We will not be compensating or splitting the cost with you to go with another supplier. 

  An alternative that has not been discussed should you not make a decision is we can remove the installation charge for the last remaining patio door and deliver the door to your home as is. You may do with it what you choose. We would much rather resolve the complaint through one of the other above options. Please advise how you wish to proceed. We look forward to resolving the concerns with the products that have been installed shortly. 

  Customer Answer

  Date: 10/11/2022

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

  I would still like to try to reach an understanding with you on this matter. It will cost me $800 ABOVE the cost of the amount you are reimbursing me to have the door installed by another company. The price quoted is $3061.38. This is the amount that I am deducting from the reimbursement that I would receive from you, and I was rounding it to $800. I am not trying to make any money out of this arrangement.

  I am shocked and dismayed at the poor "customer care" that you have provided. You do not seem to think that there is anything unusual about having door handles installed upside down, window sashes drilled so that they compromise the insulation of the window, screws that are not counter sunk and capped, and patio door quotes that are misleading and inaccurate. ** **** *** *** ****** ******** ** * ******* ******

  1. You still have not indicated in any clear way that the kitchen window sash which was replaced last month due to faulty installation is still under the original warranty for me, the customer. I would like some paperwork to show that this is the case.

  2. I am still waiting for the door handles that were installed upside down on my other two patio doors to be corrected. This was left undetected by Nordik until October, even though the installation happened last spring!

  3. My time for getting my reimbursement from the Canada Homes Grant is approaching. At this rate, I won't be getting my last patio door in time for the grant. Will you be paying for this cost as well?

  If you think you need any further clarification from me about these issues, we can arrange an appointment for a phone conversation. I can be available any morning Monday through Thursday from 8 am to 9 am, and will require 2 days advance notice.

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

  

  Business Response

  Date: 16/11/2022

  ******, to be clear, we are not offering reimbursement. To change the product from a standard size to a custom size has a price increase of approximately $1500. We are offering to cover a portion of this cost internally and have made this change available to you at a price of $800. This was the price in June when it was first presented to you, it has likely increased since that time. If you are not interested in this, we can remove this product from your order at no cost or no penalty, freeing you to make whichever arrangements you wish.

  We have high standards and high expectations for our products and installers. Unfortunately not every installation goes perfectly 100% of the time. This is why we have our warranty and our service department in place and we are committed to resolving any product or installation deficiencies and provide ongoing support for 25-Years on all orders.

  Your kitchen window is still warrantied for the full 25-year duration. Warranty documentation is provided upon payment in full.

  Our service department reached out on Monday Nov 14 to schedule an appointment to correct the reported issue with the door hardware and screws. We have either not heard back or otherwise not connected as this appointment remains unscheduled. We were only made aware of the issue with the hardware on Oct 26, now that we are aware we can remedy this.

  We are not associated with the Greener Homes Grant, that is a government run program that incentivizes homeowners to make energy efficient upgrades to their homes. Your order and contract with Nordik is a separate agreement which makes no mention of the Greener Homes Grant and we do not guarantee a pass, fail or any amounts that you will be reimbursed. Please note if you are applying for reimbursement from the grant you will be required to provide a paid in full invoice.
  

  
  

  Customer Answer

  Date: 23/11/2022

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

  I contacted Nordik about the service appointment at least a week ago, and have an appointment scheduled for the improper installation to be fixed on December 7. 

  I am going to take the full refund for the door that was not installed, but  I was misled into agreeing to this contract by your sales representative. 

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

  

  Business Response

  Date: 02/12/2022

  We look forward to providing you with a full resolution during our scheduled appointment December 7th. We will remove the uninstalled item from your contract and your balance will be adjusted to reflect this.

• Initial Complaint

  Date:10/08/2022

  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.

  Incomplete and incorrect window and door install.
  Ongoing issue for over a year.
  Have spent months calling the company to try to get a resolution. Their customer service rarely call back when they say they will.
  
  Am now paying, with interest, for a product that I don't have.

  

  Business Response

  Date: 23/08/2022

  Appointment booked with 2 warranty technicians on Oct 6, 2022 to address outstanding concerns.

  Customer Answer

  Date: 24/08/2022

  Until I have the project completed this complaint remains open. If the install actually gets finished in October, we can revisit the resolution.

  

  Business Response

  Date: 17/10/2022

  We unfortunately had to reschedule them and the new appointment date is Nov 14.
  
  Sean T.
  Public Relations Specialist
  

  Customer Answer

  Date: 27/10/2022

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I will not close this complaint until I actually have the windows and doors installed correctly.
  
  
  
  Sincerely,
  
  
  
  ******** ******