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:19/09/2024

  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.

  Would like for the company to finish the work by replacing the defective window in our kitchen.

• Initial Complaint

  Date:05/02/2024

  Type:Sales and Advertising Issues
  Status:

  UnpursuableMore 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 buought a front door and 3 windows with them in April 2022. They broke a pendant light when installing the kitchen window and didnt clean after themselves. 9 months after (in January2023) we had issues with the front door window. The owner came in May to see it saying he will contact the manufacturer and replace it. Since then we tried to contact them but they dont respond emails or calls. Today, one of the windows cracked when we were in the room. Try to contact them still no answer or reply. They should not be certified BBB since the company doesnt do quality work nor respect the product warranty with the customer. Now, we have to replace a costly light pendant, the front door since they havent fix the window inside the door and the window which just cracked after less than 2 years. We are very disappointed.

• Initial Complaint

  Date:28/07/2023

  Type:Delivery 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 March 24, 2022, a representative from Capital Comfort Windows and Doors (****) came to our residence to give us a quote for the replacement and installation of a new front door (with glass). We were quoted a price of $5059.01, and provided a deposit (electronic transfer) in the amount of $ 1011.80, and signed a contract. **** could not give us a specific date of installation at the time, but a tentative timeframe of 3-4 months was mentioned. We had contact with them a few months later, at which time they noted the door was "in production". We called and emailed several times to inquire on the updated timeline, and were advised of "supply chain issues" leading to company-wide delays. We were very understanding, and asked them to keep us posted. We were given new estimated delivery dates every time we called.
  The last delivery date we were given in an e-mail sent March 6, 2023, noted a problem with the delivery of doors and an estimated timeframe for receipt of our new door between March-April 2023.
  I sent an email to the company (**** and *********) on June 21, 2023 requesting the return of our deposit based on the unreasonable length of time for the delivery and installation of the new front door.
  
  There has been no response from the company.

• Initial Complaint

  Date:10/07/2023

  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.

  I ordered a patio door in March 2022 and signed an agreement with delivery planned for May or June of 2022. I also ordered a basement window in July 2022 with delivery planned for September or October 2022. I paid a deposit of 20% of which $539.33 of the deposit is still being held by the company for work they have not completed. Over a year later neither the patio door or basement window have been delivered and despite weekly follow up emails, phone calls and texts, the company has not returned communication in several months. I also ordered a front door and second basement window from the company which were delivered late but the company does not appear to be going to deliver on the rest of the order. Part of the reason one of the two basement windows was not delivered is that the company had ordered the wrong size and the one that was not delivered is supposed to be egress. I was dealing directly with the company owner **** ********* and have made follow ups directly with him and the main office. I requested the deposit of $539.33 to be returned and have not heard back. I would also be satisfied with the work being completed in a timely manner.

• Initial Complaint

  Date:06/06/2023

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I hired **** ********* and Capital Comfort to replace 9 windows in our house. I had hired him a few years before for a different job and was satisfied, so had no reason to expect any different. This time he took measurements, gave an estimate and then…nothing. After months of silence I grew increasingly worried. I kept calling and calling. Sometimes I would get through to his office, sometimes on his cell. Mostly I had no response. When he did answer, I kept getting the run around, giving a vague date for installation. It’s been over a year and nothing except aggravation. He took my deposit off over $2800 but I have no confidence he will ever install a new window in my home. The lack of transparency, dishonesty and overall unprofessionalism is galling. I want my deposit back.

• Initial Complaint

  Date:02/06/2023

  Type:Order 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.

  We made an order for doors for our home from Capital Comfort Windows and Doors, 43 Auriga Dr. Unit 126, Ottawa, Ontario on August 26, 2022. ***** ******* ******** We paid a deposit of over $1300 for these three doors and were told that we could expect them to be installed by the end of October 2022.
  We received an email from the company in September saying that one of their employees had been let go because he was ******** the company and that if anyone had made an order with that employee after August 28, that it would not be able to be processed. I called them to check, and was told by their secretary at the time that our order was fine and that it was going ahead, but it would be late and we could expect it by the end of November 2022. Early December 2022 came and no news, so I called them, but got no reply. Then I emailed the secretary and she told me that she was ill and on leave. Out of consideration for her and for the troubled company, I waited. Nothing. At the end of December 2022 I called them again got a new secretary on the phone. She said her boss was on holiday but would be back on Jan. 4, 2023 and she could tell me then what was happening. Jan 4, 2023 came and went, I left multiple phone messages and finally heard back from the secretary who said that by the end of March 2023, we would have our doors installed. By March 23, 2023 I had heard nothing, so I called again. This time their voicemail said, “We are closed for re-organisation, and will reopen on April 11 at 9am.” Hearing this, we thought that the business might be closing and we’d lose our deposit and have no doors. I then asked for a refund and was told they couldn’t do that as I’d made a special order. Fair enough, but it’s an order they can’t verify has actually been made.
  The boss called me on April 13 and told me that the secretary would call me on April 17 to set a date within the next 3 weeks for the installation. I have heard nothing since that call on April 13th, it is now June 2

• Initial Complaint

  Date:15/05/2023

  Type:Sales and Advertising 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.

  In June 2022 Capital Comfort Windows and Doors sent a salesman at my request to measure and provide a quote for 4 windows in my town home. We agreed with the job and on June 28th, 2022, I paid the deposit for my windows in the amount of $791.00. I was told it would be about 8-16 weeks for the windows due to supply chain issues. In October 2022 I was informed via email by the company that they had fired the salesman for fraud, but would continue to update their customers on outstanding orders. I did not hear anything for 3 months. In January 2023 I reached out to get a status update on my windows, after about 6 email attempts, ********* **** ************* finally responded saying she didn't have any information. I continued to reach out via phone and email for the next 3 months with no responses from the company. About 3 weeks ago, the ***** **** ********* emailed me and said they would be getting in touch with me the following week about installation. They did not. I have reached out via email 3 times since then with no respons from **** or Captial Comfort Windows and Doors. I have attempted to go to their building location in person, but the door is locked and you cannot enter. This has been almost a year that they have had my deposit and have not delivered on the agreed upon contract. I am a single mom, and this is alot of money! I can't go get other windows until I have my deposit returned.

• Initial Complaint

  Date:11/05/2023

  Type:Delivery 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.

  This company and the owner, Mr **** *********, signed a contract with me for new windows and doors including installation at the end of May 2022. A deposit of $2,938 was demanded to confirm the order, which was done by e-transfer during the first week of June 2022. The promised delivery timeline was 8 - 12 weeks, which at the very latest would have meant September 2022.
  Since August 2022, I have sent more than 30 emails to enquire about updates, delivery dates and times, etc., always to be told that they would be slightly delayed due to "supply chain issues". I could understand that and followed up every few weeks to be told that they were still dealing with manufacturing delays BUT that my windows would be installed in October. That month came and went, and I was again promised every few weeks that my windows and doors delivery plus installation was imminent. The story repeats itself several more times, even after receiving confirmation dates in writing for which I took time off of work, only to not have the company show up and no messages to explain until I had reached out many times. I've even had telephone calls with Mr. ********* in which he apologized for the delays, for not being able to meet their commitments, even using the excuse that their truck had broken down (even though they never called to advise me of that fact).
  
  The most recent exchanges with Mr ********* included even more promises of honouring their contract. The final email that I received from him in early April 2023 was that he would not be able to honour the contract, and that he committed to returning my deposit within 10 business days. Since then, despite calling and emailing the company and Mr. *********, and sending a registered letter, I have received nothing from Mr.********* or the company.
  
  The attached letter was sent by me on advice of my legal representative but a legal case has not yet been opened.

• Initial Complaint

  Date:23/04/2023

  Type:Order 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.

  The above mentioned company (capital comfort window& doors make an agreement & signed a contract to change four of my windows by $ 5200,00 & i made a deposit $1163.11 on june 7/2021 the delivery should start with in 3 months period of time but they didn't delivery the job. They promised by phone & email to come
  they didn't show up at all for the last few months no respond my phone or email messages. i can provide all the email messages up on your request.

• Initial Complaint

  Date:21/04/2023

  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.

  Complaint against: Capital Comfort Windows
  ******** ** ****** ** ***** **** ******* ** *** *** ***** ******* ***** ********* ********* ****** ******* ***** ***** ******** 
  I signed a contract with Capital Comfort Windows on 14 March 2022 to replace windows and doors at ** ********* ******* ******* *** **** ****. Due to supply issues, the contractor installed windows first and then the doors in January 2023. Some of the work in the contract is not completed, while there are a number of issues with the installed windows and doors, as of 17 January 2023, as follows:
  1) The garage door (double garage) capping is not installed.
  Contractor's response: Garage door capping will be done tomorrow, I missed it.
  Current status: Not done
  2) Cracked bracket on the patio door needs to be replaced - next week
  Contractor's response: cracked bracket will be replaced as soon as it arrives, I should have it next week.
  Current status: Not done
  3) Front double doors are not aligned. From the inside, the right side door and the lock/handles are a bit lower than the other side.
  Contractor's response: I will check the front doors tomorrow. The contractor said that the doors will be reinstalled properly.
  Current status: Not done
  4) The screws on the garage entrance door and the side door. The doors don't close properly.
  Contractor's response: I will check the crews. The contractor agreed to fix the door, maybe reinstall.
  Current status: Not done
  5) The wood filler on all window frames has cracked between joints. The installer (*****?) had asked us to paint the window frames within 30 days which we did, but still small gaps have appeared.
  6) Kitchen window plastic is scratched with something sharp or maybe the window was dropped. The marks are very obvious, even from a distance.
  Contractor's response: I will check the kitchen window plastic, however it has not been mentioned before, so i do not know who scratched it.
  Current status: The contractor applied paint thinner to remove scratch but it is still there.
  7) The main bathroom (upstairs) both windows should have been frosted (see below). At least the one on top of the toilet seat needs to be frosted by swapping the two windows.
  Contractor's response: the glass has been ordered and will be replaced once it arrives but not before the balance is paid.
  Current status: Not done
  8) Damage caused by installers:
  - Kitchen chandelier - replacement cost = $225.99
  - toilet seat - replacement cost = $53.09
  - Toilet leak damage on the dining area ceiling - needs to be fixed
  - Indent in the wall - needs to be fixed
  - laundry room wall damage - has been patched by installer with drywall compound - needs to be sanded and painted.
  - there are sharp clippings of aluminium in the flower beds outside under all the installed windows - need to be removed in spring
  - inside clean-up after the installers left, at least 3 times.
  Contractor's response: I will discount the chandelier and the toilet sit.
  9) Main bedroom window screen - minor defect, possibly from manufacturer - screen could be replaced.
  Contractor's response: the window screen has been ordered and will be replaced once it arrives but not before the balance is paid.
  Current status: Not done
  The contractor threatened to put lien on the house so I had to pay the invoice, except for a small amount (approx. $2,000) which is due when the work is completed. I tried to contact the contractor since last month (March), but they are not responding to my emails or voice messages. I have also tried to drop-by their office but it was closed at that time.