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:27/10/2023

  Type:Service or Repair 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.

  Last summer, my husband and I hired a contractor to replace 6 windows and one door and new siding and extension on our house. We are seniors, so we can’t do the work ourselves anymore.
  One of the windows that was installed is defective, so the contractor told us that the supplier, which is Home Improvement Centre is responsible for the warranty . We have been having regular conversations with the owner, who his ***** ******. He keeps promising that a technician will come and fix or replace it if needed, but nothing ever comes of it.
  My husband called him last week to see if there was any progress, because we think that it should be fixed before the winter. My husband told him that we have been very patient and that something should be done by now.
  He got upset with him and hung up on him. Now we can’t get anything done.
  We don’t know what else to do but to ask for help with this matter.
  We have paid approximately $15,000 in materials to this business and they refuse to help us. I’m hoping that you can help.
  Thank you

  Business Response

  Date: 27/10/2023

  In regards to this complaint,  we had our contractor go back there and take the window out and re-install it.  There is absolutely nothing wrong with the window.  The customer chooses to not lock it which would make it secure but because he doesn't lock it there is a small space at the top The customer can go buy another window somewhere else and we will replace the value of the window only - not labour charges.  Hopefully this will satisfy him.

   

  Customer Answer

  Date: 30/10/2023

  
  
  Complaint: 20785599
  
  
  
  I am rejecting this response because:the contractor did not remove window just tried to adjust so the window would close properly. The window is fogging up between the glass and we had 6 windows replaced and this is the only one that we are having an issue with. The supplier told us that he had ordered parts and that a tech would come by to fix it. We’ve been very patient as we have been trying to resolve this for over a year now. As in his comments he is still saying that the widow is not closing properly.
  
  
  
  Sincerely,
  
  
  
  ***** *******

  Business Response

  Date: 30/10/2023

  Please have her send pictures of the window fogging up and we will send to the service tech and have him go over.  She can email them to

  our office    -     *************

   

  *****

  Customer Answer

  Date: 03/11/2023

  
  
  Complaint: 20785599
  
  
  
  I am rejecting this response because:
  we have sent him pictures when we received this email and he has not responded. We had showed him pictures before and I don’t trust him to send a tech, because he’s been saying this for over a year. We would love to get this matter resolved
  
  Sincerely,
  
  
  
  ***** *******

  Business Response

  Date: 03/11/2023

  I will be sending a tech to check these out within the next couple of weeks.

  *****

  Customer Answer

  Date: 09/11/2023

  
  
  Complaint: 20785599
  
  
  
  I am rejecting this response because we will wait until we have a technician come to our house. We will not close this until action is taken. Like we said before , we have been hearing these promises for the last year and still waiting.
  
  
  
  Sincerely,
  
  
  
  ***** *******