Complaints

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:15/09/2022

  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.

  My front door was installed in 2017. The frame of this door is showing signs of dry rot to the extent that sanding a painting would not cover the problem.
  
  I contacted both the manufacturer and installer regarding the issue and they suggested that this problem was due to water damage / infiltration, sight unseen. Had they viewed the door, they would have seen that this area is completely dry at all times. I suggested the problem was dry rot and the wood material used substandard given the degree of crevassing now apparent.
  
  No further response was provided as to how this would be addressed, since May of this year.

  

  Business Response

  Date: 25/09/2022

  The door was installed in 2017 to full customer satisfaction. Within a period of four and a half years post installation, the customer made no attempt to reach out regarding any concerns of quality or potential problems with the single door. 
  Upon multiple reviews by the production technicians of the factory, it was concluded that the issue was due to moisture/condensation and subsequent humidity caused during the years of use. Any wooden parts must be maintained regularly (given seasonal changes and external conditions), doing so would facilitate the longevity of the product. 
  In the present time, two options were presented to the customer via e-mail regarding repairs. The customer is yet to respond to said e-mail since it was sent.

• Initial Complaint

  Date:12/09/2022

  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.

  I totally regret buying 7 Canadian Choice Windows for my home in Orleans, ON, at a cost of $10,000.00 in June 2021. How can ***** ******** "**** ******" endorse this company? The installers put holes in the walls in 1 bedroom and living room. I was told they would be repaired, but were not. I had to repair the 8" x 10" bedroom hole. As it got colder from December 2021 onwards it was draftier than with the old 20+ years windows in the house which I bought in 2017. It was so drafty in mine and my daughter's bedrooms I had to put plastic film on the windows and add more insulating foam. By May the large living room window did not seem to be blocking the heat. This summer the whole living room window began misting up by the morning. I researched the company and found a *** customer complaint dated March 2022 about Canadian Choice egarding the LoE coating on their windows. They were told that there is a visible tint with a LoE coating. None of my windows had a visible tint. The living room window was supposed to have LoE 3, one LoE 2 and the rest LoE 1. I sent an email outlining all issues to the rep who sold me the windows **** ******** on May 9, 2022. I wrote: "I am very disappointed in the quality of Canadian Choice Windows and I feel that I did not receive the product that is advertised. It was extremely stressful last December realizing that I paid $10,000 for new windows that were not any better than the old ones. This was a large investment and I anticipate that your company will stand by your "exceptional Customer Service and Lifetime Comprehensive Warranty". **** came to my home and we went over all windows, he said they are fine. Before he left he agreed to show me a sample with the LoE coating. I wanted proof that I got what I paid for. On May 31 he said he would bring it but to-date has not shown up or contacted me. If this is not corrected we face another drafty house this winter. So much for "Canada's #1 Source for Windows and Doors" stated on the brochure.

  

  Business Response

  Date: 22/09/2022

  At Canadian Choice Windows and Doors, we appreciate the feedback from every customer. However, as we are all human, we believe there are two sides to every story and as houseowners we would never sell a client something that was not as per contract. 
  That being said, In regards to the matter at hand, all glass units and LowE coating was done as per contract and installed on the 2nd of June, 2021, to the customers satisfaction. After the installation was complete, no complaints were reported to the salesmen or the head office of Canadian Choice Windows and Doors. 
  When signing a contract with Canadian Choice Windows and Doors we make sure to provide a pink copy of the contract to allow for the customer to review with the ability to ask questions, and make any needed changes or modifications in a manner of full transparency within the legally allotted 10 days of signing. However, in this situation the contract was signed on the 28th of February, 2021 and there were no complaints from the customer from the day it was signed to the installation date (2nd June,2021.) Once the installation was complete, we did not hear anything from the client until 12 months post installation (May 2022) by an email from the client with airs of concern. 
  
    When carefully regarding the concerns of the client, we automatically voiced it to the sales associate as to go check on the concerns and communicate with the clients about any issues. This checkup happened on the same week the issues were reported. When the sales associate came to inspect the windows/ installation, the manager did a thorough inspection and certified that all of the windows were sealed properly by all codes and standards. During the inspection the customer was recommended to check the ventilation ducts of the house to make sure all cold/warm air is being transferred through the house equally. The sales associate reported back that the customer wanted to see evidence that the right glass units were ordered for the windows. The order form was sent to the customer right away, which can be seen in the full official document attached below. 
  
  Additionally, by standard, each window on installation date includes a sticker detailing the specification of the given glass component of the window. It is to the customer's own judgement whether to keep said sticker for their own records or to discard it, which can be assumed the customer had done. All detailing regarding the window and LowE were provided to the customer. No information was withheld. 
  
  In Canadian Choice Windows and Doors we do not hold back any information and do not sell products that have not been inspected by certified professionals. We are a family orientated company, every home we come into we make sure to treat with the same care and attention as our own. We always ensure that everything Is done as reflected per contract and customer's request and signed consent. 
  

  Customer Answer

  Date: 06/10/2022

  
  
  

  Attached is my response to their last correspondence.

   

  Thank you,

   

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

  

  Business Response

  Date: 14/10/2022

  Dear ******* ******, 

  Having had a further look at your file and all was done in accordance with the contract. All of our suppliers follow the contract. The attached documents from our Cardinal suppliers do in fact confirmimg that the glass did have the correct LowE coating. We would like to draw your attention to the notion that different LowE coating reduce different percentages of heat from the sun. As was explained by the sales associate, the LowE coating, in comparison to clear glass without the coating, is effective in blocking heat from the sun. It would be a misconception that glass would stop all of the heat from the sun. Much like when something may be "resistant" to water up until a certain point, it still would not be "water-proof". In much the same may, while LowE coatings provide increasingly stronger resistance to a higher percentage of sunlight heat, it will not block all 100% of heat. As it was already mentioned, the glass samples of the glass were ordered. It has been already set into production though we are waiting for delivery. As soon as that glass would be made available, we would contact the client to review the glass and functionality of the glass as well as how it fares against other coatings. 

  Regarding to the damage of the wall, this is likely erosion of the wall due to water leakage over extended periods of time. Factors as such cause the wall to weaken, leaving it vulnerable to breakage upon agitative forces like those of installations of new windows. According to the Canadian Choice contract terms and conditions page, "Canadian Choice is not responsible for painting or repairing any wood and/or drywall in and around the windows and doors". As such the original windows have had damaged drywall under the window due to water damage over the years. 

  We sincerely apologize for any miscommunication or misunderstanding with the installer. That said, we are glad that our installer was able to redo and revise the installation of the window in the bathroom as to comply to the wishes of the customer. 

  In our records, we have a notice that sales communicated with the customer in August of 2021 and there were no records of concerns regarding any aspects of the installation nor the LowE coating. Within the period of time between August of 2021 and May of 2022,  there were no attempts at contact made by the client. As a company, we would hope that a customer would reach out to us immediately as the problem is discovered, especially considering winter seasons, as to allow us to get to the root of the problem right away and to fix any issues as they occur. In this case, though the client's concerns follow those connected to the winter season, we were not notified of any immediate issues such as that of potential drafts. We understand the need for effective heating when going into the winter season and, thus, acknowledge the severity of a potential issue like the one brough up by this customer. However, we were not contacted during the occurrence of such events and were not informed of any such circumstances. 

  During the inspection conducted on May of 2022, which occurred in the presence of the client, all windows were concluded to have the proper insulation. 

  In summary, we will contact the client in colder months to schedule an appointment with the installers to inspect the windows one more time.  Secondly, the sample glass was ordered and the client will be contacted immediately upon arrival to demonstrate the differences between the LowE coatings offered.

   

  Sincerely, 

  Canadian Choice Windows and Doors Team 

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