Complaints

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

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  Buildmart Windows & Doors

  2900 Sheffield Rd, Unit 6 Ottawa, ON K1B 1A4

  
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  Buildmart Windows & Doors

  150 Katimavik Rd unit 121 Kanata, ON K2L 2N2

  

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:20/06/2024

  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.

  Buildamart suggested the size of three basement windows I wanted to enlarge. Fifteen months later there was a large storm and two of those rooms had water enter into the house and caused substantial water and mold damage. Upon investigation there was two cracks in the foundation resulting from the windows. Buildamart is stating it has nothing to do with windows they are suggesting its the age of the house. My mom owned this house for many years and never had water issues. The restoration company took moisture reading in the walls and the highest reading were from the window cracks. I have not paid them for the windows as they have suggested they have liability insurance that would have covered the damages but now they are suggesting its not their fault. When I inquired as to why it took them ********************************************************* they had to fire the person who installed my windows and it was missed. When they send me the invoice June 10 they offered me a $300 discount but they also didnt include my 25 percent down payment and tried to charge me almost $500 more. This company is mismanaged and what I am asking from them is a discount some responsibility in this matter. It had been a 22k insurance claim and a 10k out of pocket for me to fix the foundation cracks. I was hoping you can help in this matter as I am completely dissatisfied with the level of service and product and lack of integrity as a company as a whole. I have been dealing with the owner **** in this matter.

  

  Business Response

  Date: 20/06/2024

  Hello,
  My name is ******, and Im the general manager at Buildmart Windows & Doors.
  I have gone ahead and provided an email thread as documental proof that *************** concern has nothing to do with our window installation.
  The email thread is in connection with her insurance representative who visited her home.
  We have expressed several times to *******************, that the issues occurring are foundation related based off what her insurance stated us.
  The owner of Buildmart, ****, had even went there to determine that the occurring issues had nothing to do with Buildmart Windows & Doors.
  In addition to her complaint in regards to payment, the amount was correct, however; during that time, we had switched our accounts payable/receivable system, and her deposit was not yet applied. As soon as she expressed her concern on that, we immediately rectified the issue having the invoice reflect her provided deposit.
  This project was completed over two years ago, and by no means were we ever harassing her for payments, as we wanted her to have the understanding that her concerns and issues with the basement were foundation related opposed to window related.
  In conclusion, Buildmart has built a five-star reputation, and it is not fair to have our quality brand name slandered based off someone unwilling to accept the fact that their residence has further issues pertaining.
  I trust this plea will be valid evidence that we have done everything we can to work with **** ***** on her issue and have been very accommodating during her stressful situation.
  Warm regards,
  Jordan

  Customer Answer

  Date: 02/07/2024

   
  Complaint: 21877934
  
  I am rejecting this response because:

  I did chat with **** the owner and meet with him three times. At our first meeting  I asked why they came looking for payment 17 months later after the job was done. His answer to me was the person that installed my windows was fired and it was missed. Which brought suspicion if my windows were even installed correctly. Also had me feeling that this company is being mismanaged. Then I have another message June 10 stating if I pay the same day they will offer me a $300 discount pressuring me to make a payment when they know I was doing further investigation to how my issues started. My mother owned this house for many years and never had water issues with the house.  Also how did they not know I put a deposit on the windows, its seems very dishonest to me. **** claims I got top notch service and I should be satisfied, which I am most  certainly did not. I have consulted with the coring company that did the cuts as well as two other third party companies to get additional information as I dont believe I am getting the truth. The information was provided that the cuts could have caused the cracks where the water got into my house. Buildamart was the ones who suggested the size of the windows and arranged the coring company. They bear some of the responsibility. 
  
  The time all this was happening I was pregnant and very stressed about the situation as mold was growing in my basement over a few months until the insurance company took care of the services to do the clean up including the air quality. 
  
  I do want this rectified and will go to other outlets including social media if they cannot come up with a solution we can both agree on. $300 isnt going to cut it. 
  
  
  Thanks 
  *************************************
  

  

  Business Response

  Date: 04/07/2024

  Both ****, owner, and I, general manager, 

  Have agreed to visit ********* next week and sit down in person to resolve this matter.

  Sincerely,

  Jordan