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:05/03/2023

  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.

  On Dec 6/22 Verdun replaced my front door. 2 installers showed up at 1:58pm & finished the job at approx. 5:30pm. I was pleased with the job but couldn't appreciate my new door because it was already dark. The 1st thing I did the next morning was to go see it in the daylight. To my dismay, the 1st thing I saw was my porch flooring in pieces. A chunk of flooring had become unattached along with smaller pieces of loose gravel (as pictured). I immediately contacted Verdun to report this & was told to send an email to "******************************" & attach pictures. I did that & later that day received an email with ticket # ******* stating that someone would be in touch as soon as possible. As 2 weeks went by without a word from Verdun, I called on Dec. 19/22 and spoke to **********. She told me that they were very busy & would start their holiday break the following week, so to expect a call in mid January. Mid January came & went & I heard nothing, so I called back once again on Feb 2st. Samuel - who answered the phone - informed me that as I had no proof that Verdun had caused the damage, that there would be no compensation. I asked for the installation manager to give me a call. I followed up with an email and a picture of my porch from Nov. 28/22 that shows the porch floor was intact (I had left a package for a neighbour on my porch on Nov. 28, & took a pic for her). I received an email from **** ********* on Feb. 6th stating "It is very hard for us to believe that an installation of the door, or dropping a drill could have caused such damage. In one of the pictures, it also looks like tar was used, almost acting like a previous fix." In short, I paid almost $4000 for this door, Verdun damaged the floor and are now claiming that I am trying to blame a pre-existing issue on them. If their installers had found the porch flooring in this state, why would they not bring it to my attention, as a possible tripping hazard but also to not be blamed for the damage?

  

  Business Response

  Date: 09/03/2023

  ********, It is understandably upsetting that your porch has sustained damage. Unfortunately our crew did not note any damage occurring during your successful door installation and would have no reason to withhold such information. Additionally there is over a week's time between your before and after photos that any damage could have occurred.  If you have any further evidence that suggests we are at fault we would be happy to review this with you. To date and after careful consideration we have not seen evidence that Verdun employees caused this damage as has already been communicated. Thank you for choosing Verdun for your replacement door, your product and installation are both fully warrantied for 25 years should you ever require assistance with your purchase we remain at your service.

  Customer Answer

  Date: 09/03/2023

  
  
  Complaint: 19542938
  
  
  
  I am rejecting this response because: My porch flooring was intact when the Verdun crew arrived at my house, and it wasn't when they left. I am not in the habit of taking pictures of my porch, nor did I have any reason to believe that I should do that prior to the Verdun installation crew arriving to do this work. I happen to have a picture from a week earlier, and that is totally by chance. I give the Verdun installation crew the benefit of the doubt in causing this damage accidentally, with that said, the damage was not there when they arrived and I reported it immediately upon discovering it - approx. 9am the next day. When the install crew left my house, it was 5:30pm (early December) and it was already pitch black, and while I briefly looked at the new door, I did not inspect the surrounding areas to check if any damage had been done - again, I had no reason to believe any had been done. 

  I don't have any reason to try to blame this damage on Verdun either, but fair is fair and I need the company to take responsibility for the damage they caused and get it fixed. I have shown a lot of good faith by being patient and waiting for 3 months for them to do something about this, following up with multiple phone calls and emails with a complete lack of follow up from Verdun, just to be told after 2 months that this was a pre-existing condition and being asked to provide a picture of my porch from the day before the installation - who takes pictures of their porch regularly??  My time is move valuable than what this repair is probably worth, yet I will not accept anything but Verdun taking responsibility for the damage they caused. I have done nothing to now be stuck with this repair other than hiring them to do a job and paying them in advance. They need to do the right thing here. 
  
  
  
  Sincerely,
  
  
  
  ******** *********

  

  Business Response

  Date: 16/03/2023

  ********, we are sympathetic towards your situation with your front porch however we have not been provided sufficient evidence that Verdun or it's employees are at fault.

   

  We are responsible for communicating with our customers however and in this respect we agree that we let you down. We would like to offer you $200 in the form of a gift card for our slow response to your reported concerns and for you having to reach out to us multiple times for answers. Please let us know your preference ******** ***** ******* ******** ******** ****** ***** and we can deliver the gift electronically to your email immediately. 

   

  Customer Answer

  Date: 22/03/2023

  
  
  Complaint: 19542938
  
  
  
  I am rejecting this response because:
  

  Dear Verdun,

  I hired you in good faith to install a front door, gave you a 25% deposit and paid it in full the day the installation was scheduled, as instructed on Dec. 5th. This door was supposed to be installed in October 2022, but you had multiple delays. I received a call in mid November to set my expectations that the door would not be installed until after Christmas.. Then to my surprise, your scheduler called me on Dec. 5th to tell me my door was ready and could be installed the next day at 2pm. By this logic, I understand that you believe I was waiting for this uncertain date of installation to blame this - according to you - pre-existing damage, on your crew. In addition, I have to wonder why your crew would not bring this damage (and big chunk of loose flooring) to my attention BEFORE they started their work, precisely so that they wouldn't be blamed for causing it, or to point out that it needed to be cleaned up as it posed a tripping hazard to them. I'll tell you why they didn't...because it wasn't damaged when they got here. My floor was damaged during the installation of the door and I have no evidence to prove this other than my word and a picture from 6 days earlier.

  Thank you for offering a $200 gift card but I am not interested in your money. I need you to find someone who can repair the damage that your workers (perhaps inadvertently) caused and make this right.

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

• Initial Complaint

  Date:14/02/2023

  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.

  Ordered our windows with Verdun January 18th/22 to be installed in July/22.
  July came and went with zero communication and after many phone calls emails and lies our windows were “installed” Nov/11/22 by very angry installers sent from Quebec. They ripped all our windows out before realizing the windows they had didn’t fit and were seriously damaged. The install went awful they damaged our drywall, cut exterior support wall too much and filled it with spray foam damaged area rug and left a huge mess. Immediately after we contacted Verdun to let them know all the issues. They sent out their inspector who tried to bs us not knowing we have been in the industry our whole lives once he realized he admitted to all the problems. Next they sent out a repair man. The repair man quickly stated this was one of the worst he had seen. He called a Verdun employee on speaker phone to notify that windows were not repairable, this employee he was speaking to then proceeded to call me the homeowner all kinds of names unaware that I was present. Verdun then attempted to do a complete re install with all new windows that we were told were quality inspected 3 times. Again they made 3 of the windows the wrong size and all showed up damaged and very LOW quality. Scratched,glass scratched,warped frames,plastic split from frames no two windows look the same they look like a child made them. Immediately notified Verdun again they stated they can fix them and would. How? They are the exact same as the first ones you had to remake! Manager even admitted the following verbatim in email “The expectation of corrected windows, which would be installed properly, seems like a simple task for a window and doors company to provide, but we seem to drop the ball repeatedly.”
  We had to take 5 days off work for Verdun should have been a two day install and done. We have given them multiple chances. We want our money back so we can have quality windows installed before these cause damage to our home.

  

  Business Response

  Date: 15/02/2023

  We acknowledge that there continue to be a number of serviceable issues stemming from the production and installation issues related to your project. Verdun Windows has and will continue to work towards a satisfactory completion of the installation and window project. We are ready and able to provide further service and work to determine the best course of action whether that be repair or replacement.  However, if you are expressing concern for the most recent installation we would need to complete an onsite review and have offered to have a manager onsite as well as a representative from production and quality control. We will and want to work towards a level of quality and satisfaction you should come to expect when choosing Verdun.
  

  Customer Answer

  Date: 15/02/2023

  
  
  Complaint: 19403001
  
  
  
  I am rejecting this response because:We already did all you have mentioned with the first set of windows that were installed only to be left in the exact same position with the second set of windows you installed. As mentioned the windows are not repairable just like the first ones. This is a major quality issue as your manager himself admitted to in an email. Having you produce and install a 3rd set of the same poor low quality windows will leave us in the same situation once again. Plus it will require us to take multiple more days of work and have multiple more Verdun employees through our home. We already gave you a chance to correct the problems and it required 4 additional days off work only to be left in the exact same position. We were told this last set of windows was quality inspected 3 times. There are no quick fixes and we are not just wanting a better looking product but the high quality product we were sold and paid in full for. At this point we have given you every opportunity to fix your wrongs which clearly Verdun is not capable of. As stated we do not want any further damages to our home and do not want to repeat this all over again the stress this has caused and financial damages are enough.We need to move ahead with a company who produces the high quality windows that we paid for and require a refund in order to do so. We have yet to be reimbursed for all the damages to our home. We have been called very absurd names on our own property, we have been lied to and we have already given you 5 days off work to make this right we have to draw the line as I’m sure you would had this happened to you and your family and home.
  
  
  
  Sincerely,
  
  
  
  ****** ******

  

  Business Response

  Date: 15/02/2023

  ******, you’ll have to forgive us but without being given the opportunity to review the product and installation onsite we cannot agree with you that the windows are not repairable. We are again asking for your cooperation in scheduling a site inspection by Verdun management personnel to determine the best path forward in resolving your concerns. We are not against the prospect of providing compensation for damages as evidenced by ******’s initial goodwill gesture of a $250 gift card last week (which you described as insulting) but again request the courtesy of being able to make our own first hand assessments before any further discussions take place. We stand behind all of our products and installations and back them up with an industry leading 25 year warranty. We are ready, willing and able to assist you with your concerns. We will not be considering a refund of the order.

  Customer Answer

  Date: 16/02/2023

  
  
  Complaint: 19403001
  
  
  
  I am rejecting this response because: We already had a full inspection of the first windows which are the exact same as these second ones. The first set was deemed unrepairable by your inspector and your repair man two different days. Now you want us to take another day off for more Verdun employees to come through our home like a revolving door to once again inspect windows that can not be repaired exactly like the first ones. Which will lead to the same outcome of another install another two days off work to end up with the same low quality windows for a third time. ****** himself wrote that you drop the ball repeatedly on manufacturing. We did not want any of this to occur we wanted the windows the high quality windows we were sold and guaranteed and paid in full for installed once and done not ongoing non stop people repairs re installs ect. We have lives and jobs and can not continue to miss work ect because you have manufacturing issues. We have lost trust and faith that you can provide what we paid you for we were mislead and there was a complete false misrepresentation of your product sold to us. There has been zero compensation for all the damages and yes a 250 dollar Amazon card is very insulting as this no where near covers the damages or the cost of buying new windows. When will it end? How many chances re installs ect? How many more days off work it’s already been 5. Being called absurd names by your staff that you now want us to deal with and allow in our home?

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

• Initial Complaint

  Date:01/02/2023

  Type:Delivery 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.

  ***** * *******
  -Made our deposit of $4900 on February 9th 2022. Our order was placed on Feb 8th 2022.
  -Sales Rep gave a 6-8 month timeframe before everything was installed. We were told that the front door would likely arrive after the windows but there would be no issues with installing the windows in the summer and the door in the fall.
  -We regularly followed up starting in June, as this was the expected timeline for installations.
  -As per the attached email thread- we had to regularly follow-up with no replies throughout Sept-Oct to get our installation date. On October 13th, we heard back from the team that even though they were waiting on the patio door, that our windows would be put into production. This came as a shock since, as per our contract (also attached) our windows and doors were to be put into production as soon as the deposit was received , on February 9th 2022( #9 in the contract under timeline).
  -After this point, we had to regularly follow-up via phone call to finally get our installation booked for December 15th and 16th. Bay window was incorrect. Throughout the 2 days of installation, they tried to get in touch with the Sales Rep but he was not responding.
  -We didn’t hear from ***** and had to follow-up ourselves. We booked an appt with the office for him to come and remeasure for our windows on Thursday Jan 12th between 2pm-4pm. ***** called on January 12th instead and said that he didn’t need to come, it was just an error in adding measurements together. We followed up on January 16th, since we hadn't heard anything and they said ***** would be in touch. Again, on January 18th we called the office since we hadn't heard and we then received an email but no updates on the windows that needed to be ordered. Since then, still not updates.
  We are also waiting for a date for someone to return, since of our back bedroom windows need to be fixed (our 2 yearolds bedroom).
  - See attached documentation and copy of email sent Jan 27

  

  Business Response

  Date: 03/02/2023

  *******, we apologize for the errors and delays which have led up to this point. We have been trying to find a solution to make your bay window work, as sold, but have been unable to accommodate based on the selections made by yourself and your sales representative. We have presented alternative options which we will expedite the production and installation of upon your approval on the final design of the bay window.

   

  A separate service appointment has been scheduled for February 14 to replace the defective sash in your back bedroom which suffered a corner weld break either during transportation or installation.

   

  We look forward to resolving these outstanding concerns and providing you with better service moving forward.

• Initial Complaint

  Date:30/01/2023

  Type:Sales and Advertising 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 complaint is against Verdun Windows and doors. I contacted them last April 2022 to get my windows changed. The sales rep talked up a big talk about their quality of windows, how they are locally made so they don't depend on suppliers, etc. At the time if signing of the contract they said that they like to "under promise and over deliver" so they said that my windows would be installed in November 2022. My elderly father lives with me so i had to prepare ahead of time, given it was going to be winter. Only communication i received from Verdun was a monthly email email saying "don't worry we haven't forgotten about you. Windows are being made." Finally in November, i had travel plans and I reached out to say hey, when is this happening? I was given a vague answer. soon! I've been in an email back and forth with them. They are still unable to fulfill my job because now, one of my windows has to be outsourced due to its size. Their customer service has been sub-par and quite dishonest. Their communication is poor and don't know how to maintain customer expectations. I am tired of waiting on them to even start the job. They are refusing to refund my deposit when they have been unsuccessful in completing the job as initially discussed. My last email to them was last Wednesday, Jan 25 asking them how they would compensate me for the headache they have caused and have yet to hear from them. At the time of signing the contract, they were not honest with their timelines. Other companies were straight forward and did not accept my job as they know they couldn't fulfill. Verdun assured me it would be no later than November. We are now in February 2023, 10 months later with no installation date.

  

  Business Response

  Date: 01/02/2023

  Hello ****, we make every e?ort to make sure we stay within the estimated installation time frame but we do not guarantee any installation date. This is noted on your signed contract and you further initialed next to this term and condition to acknowledge your acceptance of this condition.

  
  Our windows are independently tested and certified as the Most Efficient in Canada by Energy Star standards. They are designed and manufactured locally in Vars. Our direct to consumer approach is what sets us apart from our competition in that the company you are buying from is also the manufacturer and installer of the product, which would not be the case when purchasing from other local companies who operate as retailers for mass produced windows. With that said every manufacturer relies on suppliers in some way shape or form and we are not excluded from this, we require materials to be supplied in order to produce our products.

  
  We have contacted you to offer the installation of the first 5 windows as they are produced and ready. The remaining window is delayed due to the shaped top and the extra time and effort required to produce windows with “special shapes”. This last remaining window is estimated to be ready in the next 2-3 weeks by our manufacturing department.

  
  We do not provide compensation or refunds for delays beyond the estimated installation time frame.
  
  

  Customer Answer

  Date: 01/02/2023

  
  
  Complaint: 18950408
  
  
  
  I am rejecting this response because:

  I have asked them repeatedly to send me installation dates over email. I am in meetings all day and can't answer impromptu calls. I have called them back (once within a minute of the missed call) to speak to the person who called and they were not available to receive my call.  

  I understand that their contract will exempt them from all responsibilities. But at the time of signing up I was reassured of the timelines with Verdun which is why i signed up with them.  I was clear that I wanted it done before the deep winter.  I am continuing to pay a high heating bill.  

  
  The company's communication and customer service is poor.  They did not keep me in the loop of any delays until i started consistently following up and pressuring them on installation dates. I am a reasonable and understanding person. But this situation has gone beyond my patience threshold. 

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

  

  Business Response

  Date: 01/02/2023

  Sent via email:

   

  ****,
  
  
  Are you available for installation of five (5) windows on the following dates? :
  
  
  Friday, February 10 2023, arrival between 7am and 9am
  Monday, February 13, 2023 7am and 9am
  Wednesday, February 15, 2023 
  
  7am and 9am
  
  
  Please let us know and we will schedule accordingly and provide you with a confirmation of your appointment.

  Customer Answer

  Date: 01/02/2023

  
  
  Complaint: 18950408
  
  
  
  I am rejecting this response because:

   

  hello,
  
  
  No, unfortunately I am not. I am travelling for work Feb 6 - 13. Then I am again out of town from 15- 21. 
  
  
  I had fully prepared myself for this work in November when this work was expected to be done and nothing was communicated with me.  Only time I am able now to do this is in April which is extremely unacceptable to me, considering this is a full year after initial contact. 
  I need time to make arrangements all over again for my elderly father and have furniture moved, not to mention the time off work since I work from home.  Mid winter for window installation isn't ideal for me which i was clear about with your sales rep.
  
  
  
  
  Sincerely,
  
  
  
  **** *******

• Initial Complaint

  Date:25/01/2023

  Type:Product 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.

  Ordered a replacement window for install April 2022. Told in an email it would be`24-26 weeks. I received an email Aug 8/22 my window is in production and will be 7-9 weeks. I waited 10 weeks before I contacted them. Apparently the window was not in production. I was told by **** ******* it is going to production beginning of Jan. I reached out to Mike Jan 10/23. Long story short I have requested my deposit back of 1050.00. The window is still not completed, I am unable to book an install. They are refusing to refund my deposit.
  I have all the emails as proof of the exchanges it is easier for me to send the string of emails. I will gladly forward them to you. I want nothing more than to get my money back.

  

  Business Response

  Date: 09/02/2023

  ********,

  We apologize for any delays that affected your order and installation. We make every e?ort to make sure we stay within the installation time frame but we do not guarantee any installation date.

  Your living room window was successfully installed on February 7 fulfilling the contract.
  
  

  Customer Answer

  Date: 09/02/2023

  
  ****** ******** *******
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 18897158, timelines were provided to me!  Communication is key and had that happened all along there would not have been an issue.  Window has been installed. 
  

• Initial Complaint

  Date:23/01/2023

  Type:Delivery 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.

  Hi
  I order my windows March of 2022.
  Estimate installation around September 2022. It is now January 23 2023.
  Windows were late from the Manufacturer.
  They did intall a patio door and broke the tile floor. Made a mess of the intrusion alarm system. They have canceled numerous appointments.
  They are always at least an hour late for a two hour window without informing the client that the will be late.
  Poor workmanship.
  I am at my witts dealing with these substandard contractors.
  Any assistance in matter would be greatly appreciated.
  
  ***

  

  Business Response

  Date: 26/01/2023

  Hello ******, we apologize for production delays and make every e?ort to make sure we stay within the installation time frame, we do however not guarantee any installation date or provide compensation for delays.
  
  On October 18 we installed your patio door and a floor tile was reported to be damaged. The installer returned on Nov 24 to repair the floor tile.
  
  Installation of your first 10 windows was scheduled and carried out Jan 23-24, this installation was successful and we thank you for providing payment upon completion of this installation.

  Your remaining window with the half moon shape on top is estimated to be completed and ready for installation in the next 2-3 weeks. We will contact you to schedule the installation as soon as it is ready.
  
  

  Customer Answer

  Date: 26/01/2023

  
  
  Complaint: 18881056
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  ****** ********
  

• Initial Complaint

  Date:13/01/2023

  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 ordered a pair of bay windows from
  Verdun April 22, 2022. At that time, I was told the windows would be ready for installation early fall. May 30, 2022, I received an email confirming that timeline by stating my windows would be ready in 20-22 weeks.
  
  To date, my windows have not been received. Calls to Verdun have either resulted in emails with subject lines like “We’re on it!” And “Almost there!” or non-productive telephone calls with promises that an install date is just in the horizon. Today, after yet another email asking for information, I received a call from the salesperson telling me the company does not have personnel that are able to manufacture bay windows. No timeline for resolution of this problem was offered.
  
  When I ordered my windows, I stressed my need for clear, honest communication from the company and was guaranteed I would be kept in the loop. Suddenly being told, after almost 10 months, that a window company can’t manufacture windows is the opposite of honest business dealings.
  
  I want a date for installation and a discount for the time and frustration this process has caused

  

  Business Response

  Date: 16/01/2023

  Hello ******, we apologize for the delays affecting your order and installation. We make every e?ort to make sure we stay within the installation time frame but we do not guarantee any installation date.
  
  Production is currently estimating that your windows should be completed in the next 3-5 weeks. Once ALL the products are complete and ready to install, we will contact you to schedule the installation date and time.
  

  We do not provide compensation for delays or frustration. 

  
  

  Customer Answer

  Date: 20/01/2023

  
  
  Complaint: 18808545
  
  
  
  I am rejecting this response because, once again, I have been given no definitive timeline for installation of my product. 
  
  
  
  Sincerely,
  
  
  
  ****** ******

  

  Business Response

  Date: 20/01/2023

  Hello ******, we would like to reiterate that the present timeline, as of Jan 16, is that the windows will be available for installation in the next 3-5 weeks barring any unforeseen delays.

   

  We do not guarantee any installation date but will notify you as soon as the products are available as was agreed to under the terms and conditions in your signed contract.

   

  Timeline
  
  9. We will place all the products on the order in production once we receive and process the down payment.
  10. Once ALL the products are complete and ready to install, we will contact you to schedule the installation date and
  time.
  11. We make every effort to make sure we stay within the installation time frame but we do not guarantee any
  installation date.

• Initial Complaint

  Date:11/01/2023

  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.

  This was my third project with Verdun.
  
  The first job went very well some years back, and the second required a maintenance visit that I had to wait a couple of weeks for - but this third contract is turning out to be a big disappointment.
  
  Three windows, two doors - ordered and confirmed in March 2022 for installation within 6 months. By September 2022 I'd heard *nothing*, so *I* contacted my sales representative. Apparently there was a mistake on the contract, so nothing was sent to production !!
  
  After a lot of back-and-forth and patience, three windows were installed in mid-November. There were three issues requiring a follow-up visit (damaged screen, unsecured trim piece, and exterior flashing with sharp corners protruding) - by email they tell me that I will have to wait until February 2023 to complete the installation ! I called them this week, and now they indicate that the window installation follow-up will not be booked until the Spring.
  
  Still no word on the doors, so I contacted them. Their reply was "wait for our email".
  
  They have broken the agreement (6-month commitment), and offer no firm commitments or remedy.
  
  The *** should be aware of this, as it's bad for the local market.
  
  Thank you for listening,
  
  -**** ******

  

  Business Response

  Date: 16/01/2023

  Hello ****, firstly we apologize for the error or oversight from the outset which delayed the production of your windows and door. We have scheduled a service appointment to resolve your window concerns, this has been booked for January 26th. Additionally we have received an updated ETA from the door manufacturer that we should be receiving your doors before the end of January as well. We look forward to reaching out as soon as these are received to scheduled your installation. 

• Initial Complaint

  Date:14/12/2022

  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.

  ******** * *******
  March 2022 explained our requirements to Salesman, open R to L and easy clean. He measured and made order. We ask, all our requirements are met? Yes, it's perfect he said, see, the arrows R to L.
  Sept. 2022 installed. We discovered not opening the right way, opening L to R and fixed panes need a 2 story ladder to clean. Not what we wanted.
  Numerous calls, emails and an ignored appointment.
  Tech came, agreed the windows were not upside down, stairwell window was dangerous. He said, diagram on order is from outside. Never was that explained to us by the Salesman.
  Salesman finally came, said he ordered new stair window and others were not upside down.
  Installer arrived to replaced dangerous window. Work order said he installed them in upside down. It was confirmed previously by two others that was not true.
  Dangerous window replaced.
  Last email 2 weeks ago, unanswered.
  
  Poor communication by Salesman has left us with thousands spent on windows that don't meet our needs.
  Reaching over a 2 step drop and climbing on the bed to open window was obvious when Salesman measured for the order.
  Neither of us are comfortable 2 stories up on a ladder to clean windows, that was made clear to the Salesman as well at the time of the order.
  We were very clear what we needed and the Salesman was very convincing that we were getting exactly what we asked for.
  Looking at the contract again, it does say outside view but, it didn't make sense to us. The Salesman showed us the arrows on the contact and was adamant it was what we wanted, R to L opening before we signed the contract. No explanation that outside view is opposite to what we asked for.

  

  Business Response

  Date: 21/12/2022

  3 windows and 1 patio door were supplied and installed as per the specifications on the signed contract. The contract clearly states outside view and shows the operational direction of each window and each patio door on the order. None of the windows or patio door installed at your home were installed upside down.

  After the installation you had a meeting with your Verdun sales representative ******* to discuss the operational direction of the windows and a concern that you had with your ability to clean the windows. After hearing your concerns and seeing first hand the challenge that cleaning the stairway window in it's original configuration would be for you ******* agreed to replace this window out of their own pocket to resolve this matter. While at your home it was determined that there was no barrier to cleaning the bedroom windows and they would be left as agreed upon on the signed contract.

  Verdun is not responsible for replacing these windows as they are exactly as agreed upon in our contract. ******* has gone above and beyond to replace one at their own expense after hearing your concerns with your ability to access and clean the inoperable sash and glass. The patio door on the contract is clearly listed and shown to open the opposite direction to the windows on the contract. If the patio door installed in your home is correct as agreed upon then so are the windows.

  Customer Answer

  Date: 29/12/2022

  
  
  Complaint: 18537247
  
  
  
  I am rejecting this response because:
  

  None of the windows were ever installed upside down. Both a Service technician and the Salesman, ******* confirmed this on separate visits. Both agreed reaching over two steps to open the window was dangerous.

  The window that was replaced, was replaced because of a serious safety issue, the cleaning aspect was secondary to the safety concerns. This was also the window that the Installer was told he had installed upside down, in fact it was not upside down and the Installer said he was paid less to do the replacement because the work order claimed it was installed incorrectly.

  It was demonstrated to ******* on his follow up visit that some parts of the window could be cleaned by reaching out from the inside but not all of the window can be cleaned from the inside. This is false that it was agreed the outside of the windows can be cleaned from the inside.

  We were assured by the Saleman at the time of the purchase, that everything was as we requested.

  Yes, he showed us the arrows on the contract and said see, perfect. We never looked again at the contract. Our mistake was believing the window Professional that was adamant we were getting everything we wanted.

  Never did we think a Professional would order window openings that have us reaching over two steps of a ten step drop or a window that requires us to climb on a bed to open it. We were trusting, unfortunately,  and took the Salesmans word that what we wanted was what we were getting.

  We feel mislead and the response from Verdun is not truthful given two of their employees agreed none of the windows were upside down and both agreed reaching over stairs is dangerous and that it was agreed the outside of the windows can be cleaned fully from the inside.

  Two Verdun employees on separate visits agreed the windows were all installed correctly and the stairwell window was dangerous.

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

  

  Business Response

  Date: 10/01/2023

  ******, we apologize that you feel you were misled.

   

  "Two Verdun employees on separate visits agreed the windows were all installed correctly and the stairwell window was dangerous."

   

  We agree the windows were installed correctly and ******* has replaced the stairwell window to resolve this concern.

  Customer Answer

  Date: 11/01/2023

  
  
  Complaint: 18537247
  
  
  
  I am rejecting this response because:Absolutely we were misled.
  A Professional was sent to our home to guide us through the process of replacing our windows.
  He could see the existing windows and the direction they need to open given the obstacles this house presents. We were clear, they were to open right to left.
  Ability to clean second story windows without a ladder was another need that was discussed. We are 60+ and not comfortable on a two story ladder.
  The new patio door is the only window/door that opens right to left, thankfully, because there is no landing on the left side of that door.
  
  
  Verdun is now focusing on ease of cleaning for the stairwell window.
  
  Ease of cleaning for that window was secondary to the fact that reaching over a two step drop to open the window was a dangerous situation that should have been obvious to the Salesman at the time of the order.
  Yes, that window was corrected however, Verdun held fast to the opinion that it was installed upside down. 
  The Installer who changed the window was confused that the workorder said he installed it incorrectly initially.
  This was not true.
  
  
  The Technician and the Salesman that came to look at it both agreed it was dangerous to reach over a stairwell to open a window, ease of cleaning was not the primary concern, it was mentioned during one inspection, concerning the bedroom window.
  My Husband demonstrated to the Saleman how he cannot reach the full window to clean the outside from the inside.
  So, no, it was not established that the windows can be cleaned properly from the inside.
  
  
  The Salesman, clearly made a mistake having the windows opening left to right and fixed panes.
  He gave us the contract and told us it was perfect, just what we wanted.
  
  
  At no time in the process, did he explain the windows were fixed pane nor, that the contact shows the windows opening from the outside view. 
  This was critical information we should have known prior to agreeing to the contract.
  This information came from the Technician that first came to check the windows. That's the first time we heard about outside view.
  
  
  As what is regarded as a reputable Company, we expected Verdun would be more forthcoming about a mistake made by one of their Employees.
  We put our trust in them from Sales to Service. Unfortunately, we were assured that all our request were fulfilled and didn't examine the contract with a questionable eye.
  Why would we when we had the Salemans assurances that he heard all our needs and it was perfect?
  Service, has been a blame game on us and the Installer...but, not the Salesman that put all this in motion.
  
  
  Never, would anyone expect he would order a window that opened over a two step drop or a window that can only be opened by climbing onto a bed. Again obvious obstructions the Salesman could see upon measuring the windows for the order.
  Never, did we expect after two inspections that established the windows were installed correctly, that the Installer would be told he has to replace the window because he installed it upside down.
  
  
  Yes, we feel we were misled and very disappointed that Verdun has defended this Salesman with deflections that the windows were installed improperly and fully cleaning the outside was agreed from inside. The demonstration to the Salesman proves otherwise.
  
  
  The Customers satisfaction with their product is based on the Customer getting the product that meets their needs.
  
  
  We went to Professionals to make this big purchase because we needed the expertise and guidance to get the product that would be efficient and work for us.
  Sadly, we have a window we cannot reach to open without climbing on a bed and windows that require a two story ladder to clean the outside properly.
  
  
  
  
  
  
  
  Sincerely,
  
  
  
  ****** ****

• Initial Complaint

  Date:07/12/2022

  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.

  We hired Verdun back in Feb 2022 for windows and doors. The initial installation of windows took place in July 2022 and they did not install screens for windows. Since July, we’ve been told numerous times the screens will be delivered and they have yet to arrive. I’ve contacted Verdun 10+ times, spoke to a manager, and it’s now December, still no screens (which we have already paid for). I don’t know how I can resolve this issue. They returned in Sept 2022 for a side door install. They broke the lock on the door. We now don’t have a functional lock with a key. No matter how many times I call or who I speak to, they don’t seem to be able to replace the lock for whatever reason. This is also something we’ve already paid for. They returned in Oct 2022 for a patio door install and they destroyed our original solid wood trim, which is original to our 50’s home. We were told they would get custom trim to match what they had destroyed. Again no matter how many times I call and speak to the manager, this has yet to be resolved. I held back the payment on the patio door as a result. An acceptable outcome to me is having screens delivered, the lock replaced and trim matched. We’ve been waiting since July. If there’s no chance this can be resolved in a timely fashion, I’d like a partial refund so that I can hire a different company to finish the job. The initial quote was $10k, $8k has been paid with the remaining $2k that I’ve held back. We are also out of pocket for a green energy assessment and rebate. I can’t proceed with a rebate until my balance with Verdun is $0. We were expecting roughly $1100 in rebates in addition to the $600 assessment fees which we already paid for.

  

  Business Response

  Date: 13/12/2022

  Hello ******* we apologize for the missing items needed to complete your installation to your full satisfaction. As we were unable to locate the deadbolt and screens before your most recent installation appointment we have reordered these missing items. We will contact you as soon as they are received and ready for installation. The estimated time to receive these does coincide with our holiday shut down so in the interest of setting a realistic expectation we are likely looking at early in the new year to supply and install the screens and deadbolt. Our last installation appointment we completed the trim work around the new installation. While we make every effort to preserve existing trim when requested it is never guaranteed that the existing trim can be reused as we cannot be certain of it's age, condition, material or what method was used to previously install or adhere it in place.

   

  On a separate note, if you are an ******** client you may be eligible for increased rebates under an updated version of the Greener Homes Grant launching in January 2023. For ******** Gas customers who have already applied for the Greener Homes Grant and have done the pre-retrofit energy assessment, they can apply after January 1st, 2023 for the additional rebate from ********. Customers are eligible if they have not done the post-retrofit energy assessment yet.

  Customer Answer

  Date: 13/12/2022

  
  
  Complaint: 18538075
  
  
  
  I am rejecting this response because:

  1) Issue of the trim: I’ve had several people at the house from Verdun to look at the trim and was told it would be matched. It was an error on the installers part to have replaced it. We’ve had all of our windows and doors replaced by Verdun with all of the original trim maintained. It was in excellent condition. The trim that was put up does not match. Since I was told by several people at Verdun it would be matched, given that it is in a key room of our house (dining room), this is my expectation. Alternatively, an acceptable outcome would be to have my invoice reduced so that I can outsource this myself through another party. 
  
  2) issue of the screens: I’ve been told by several people at Verdun the screens exist and are sitting in a warehouse. This is what’s been communicated to me since July. It’s unfortunate that I am finding out through a *** complaint that these screens never existed. Is it possible to have some kind of verification that these in fact have been reordered? Given that there is so much miscommunication within your company, I’m very skeptical that the issue of the screens will ever be resolved. 
  

  3) issue of the deadbolt: When your installer broke the deadbolt back in October, it was reordered at that time. Again, I’m finding it odd to find out through this medium that the deadbolt is now reordered again. I would ask again given the extremely poor communication within your company that there is some kind of verification that confirms this part has actually been ordered. 
  
  
  
  Sincerely,
  
  
  
  ******* *********

  

  Business Response

  Date: 20/12/2022

  *******, the screens and deadbolt were both previously ordered and received. They were unfortunately misplaced, mislabeled or otherwise lost leading to us re-ordering them.

  They were then both found last week and successfully installed in your home on Friday, December 16th.

  Your Verdun sales representative ****** will be meeting with you this week to provide some trim samples in the hopes of fully resolving this concern as well.

  Customer Answer

  Date: 20/12/2022

  
  
  ****** ******** *******
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 18538075, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ******* *********