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:02/04/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  November 2022 agreed to a contract for a window repair. Gave window medics a deposit. Window medics was to have the job completed in January 2023. Attempts to contact the company directly failed only spoke to support services. They promised to show up on a specific day didn’t show. Called again another promise to complete the job they didn’t show up. Support services have done nothing. Never heard anything from the person who sent to the original contract. All attempts to reach them directly failed. Now april 2023 and no window replacement. Support services said they can’t refund our deposit.

• Initial Complaint

  Date:07/02/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 October 25, 2022, I engaged Window Medics in Ottawa to repair a broken crank handle on a window in my property in Ottawa. I paid 50% deposit and was assured the part would be ordered and the work completed within four to six weeks. Since then, I have gotten nothing but delaying tactics from this company. The part is always going to be delivered and the repair effected ‘next week’, but that actually never happens. I was promised faithfully it would be before Christmas and then the first week of January and now it’s maybe next week or the week after that. But the part never arrives and the repair never happens. Window Medics will provide no actual proof that the part has even been ordered and the company refuses to return my deposit. They just keep on telling me that I need to wait another week and then another week and then another week. I feel that I have been very patient (I’ve been waiting for more than three months now) and that the company should return my deposit.

• Initial Complaint

  Date:24/01/2023

  Type:Product Issues
  Status:

  UnansweredMore 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 ordered a glass replacement for a window in my house on Oct 4, 2022. I paid $195.50 (50% deposit). The glass has not been replaced yet. The company keeps coming up with empty promises and excuses. They refuse to refund the money despite my numerous requests.

• Initial Complaint

  Date:09/01/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Back on October 25th, I hired windowmedics to do a glass replacement at the ******** ***** ** **** ***** ******* ***** ****** the technician who was also the owner, give me a price and send me an invoice right from his truck and I happily paid 50% in order for windowmedics to place my order. Back then the technician/owner mentioned the longest time to do the installation would be 6 weeks, so it was safe to say around Dec 5th the installation would be completed. I give my customer the installation date of Dec 10 2022 now we are 11 weeks since the deposit was confirmed. Today is January 09th, 2023, I have called the windowmedics office which is an answering service and the lady doesn't even know where their address is and can only resend messages to the owners, these are the numbers I have called and texted: ***** is a representative of their answering service company ************ this guy, keeps telling me windowmedics doesn't have technicians in the field and the owner is out of the country. Then, the same guy tells me that short supplies created the delay, then the same guy tells me windwomedics don't have any tehnicias and they are currently hiring, if I am interested in a job....what a joke. The same guy tells me today the owner is back from holidays and a technician has my file he is just waiting for an answer from the technicians as to when the installation will be done, so technically we are in the same place we started. I called their office number displayed on their website and it is also an answering service. the lady from the answering service doesn't know anything about my issues, she only gets paid to take and forward messages this is the number ************. I also called and texted the owner ****** at ************ and no answer and no reply to my texts. I need to know how I am going to resolve this matter today. My customer wants to terminate my employment due to this situation. I need real answers from the owner ****** **********

• Initial Complaint

  Date:18/09/2022

  Type:Delivery Issues
  Status:

  UnresolvedMore 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.

  July 27th, company representative (******) came to my home to take measure of window to be replaced. Representative assured me that it would take 3 weeks to receive window once I provided a 50% deposit. I was informed that once my window arrived a date and time for installation within a week and take only 20 minutes to replace. After representative left, in about 10 minutes I recieved an invoice 3047 from 'FreshBooks' with a Cc. to *********************** for 50% of cost . I have followed up on the status of my order via text message on Sept. 1st and recieved a response from company representative (*****) that my window would be delivered on Sept. 9th and the installation would be scheduled the following week and he also indicated he would try and drop by to measure the window (again!). No response was received. I emailed ***********************, and ***** (info*****************) on Sept. 12 asking for a status update and have yet to receive an email response. I followed up with a text to ***** on Sept. 12 to indicate I emailed him for a status update. Still no response. I sent ***** another text on Sept. 14th asking about providing additional work. I received a call that he (*****) would drop by to measure the window & take a look at the additional work I asked about. On Sept. 16, ***** did drop by, remeasured my window. I asked about the status of my window and he indicated "they" were having supply issues but my window should be here soon. I asked ***** about installation time and ***** said he was the only installer working but once the window arrived it would take about 1 hour to replace. I asked again about when my window was to be replaced ***** wouldn't confirm or that it was ordered but indicated he'd get back to me next week. During these correspondence exchanges with WindowMedics l had the opportunity to read ALL the complaints and noticed my issue is exactly like others.

  Business Response

  Date: 29/09/2022

  Hi Mr. **********,

   

  we apologize for the delay in response. We're have been extremely busy this season. We can book your job anytime after October 7th. Our warehouse is not receiving glass on the 30th due the the holiday. Please reach out to finalize your exact day and time for the installation. We have every intention to install your glass order. Once the glass is ordered we cannot refund as it is a custom order. 
  

  thank you. 

  Customer Answer

  Date: 29/09/2022

  
  ********** ********
  
  I am rejecting this response because: It is clear Window Medics hasn't ordered the glass and affirms my complaint. I have already made arrangements with a reputable reputable company with an A+ rating which has measured my window, placed the order and has provided me an installation date scheduled weeks before Window Medics could "possibly" provide their services. Again, I request a refund in the amount of $306.00. Thank you.

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

  Business Response

  Date: 30/09/2022

  Hi,

   

  I have attached a portion of the document to show that your glass was in fact ordered. Also I have attached your exact glass specifications.

  
  as per the terms of your invoice, all orders are custom and non refundable.

   

  thank you,

   

  ***** 

  Customer Answer

  Date: 01/10/2022

  
  ********** ********
  
  I am rejecting this response because: On September 19, 2022 @ 3:27 pm, I sent Window Medics an email to cancell the companies services due to no official response in 8 weeks from Window Medics, no confirmation of an installation date, and no official confirmation the appropriate sized window was ordered from a window manufacturer, prior to my filing a complaint against Window Medics with the ****** ******** ******. Again, as requested previously in my September 19, 2022 email and correspondence to Window Medics via the ***, I request a full refund in the amount of $306.00. I would like to add, the respondents email appears to be a disingenuous effort to providing a refund for services not rendered and for which no official proof was provided as stated.

  Again, as I previously communicated, due to the drop in seasonal temperature, I have made alternative arrangements with a reputable A+ *** rated window installation company, which I have provided a deposit, have had my window correctly measured to the appropriate dimensions and Argon gas volume, along with a firm installation date.

  Should Window Medis not provide a full refund as I have requested with the assistance of the ***, my next step will ultimately be small claims court.

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