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:17/11/2022

  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.

  Hello,
  We purchased a new front door on October 4, 2021 ****** ******* ******** from Verdun (sales person: **** ******). The new door was installed on May 25, 2022. There were four immediate issues with the door installation. Two of smaller issues (door trim installed improperly and a defective glass insert) that have been or are being addressed, and a couple of larger ones that are outstanding. These items should all be service ticket * *******.
  
  
  The two remaining issues are mismatch door and trim colours and an installer damaged soffit. We have had a couple of Verdun service technicians here fixing the other issues and they agree that there is something wrong with the colours. The sales person, ****, had even came by and said that there is something wrong with the colours and he said in a text to me that he was going to look into having the door painted (Sept 1st). Since that time, I have sent multiple texts and phone calls to **** which have not been answered. I have emailed one of Verdun’s Customer Service staff (***** ********) twice with no replay. I have called the Verdun office twice recently (had called many time early in this process) and spoke with Reception staff (******** and one other person) and have been told that **** would get back to me to resolve the colour and soffit issues, but never received any calls or contact from anybody.
  
  
  Please see the attached document/pictures for a better description of the colour and soffit issues (the 2000 characters limit here is not sufficient) and chronology of interaction/communications with Verdun. Basically, we purchased the door expecting, and being told, that all the door components (door, cladding, etc.) would be a matching colour. Verdun seems unwilling to rectify this situation, despite the fact that their own technicians agree there is something wrong with the colour matching.
  
  **** ******

  

  Business Response

  Date: 22/11/2022

  *****, we apologize for the inconvenience and delays in rectifying the concerns with your door. As you are aware the service appointment on Oct 24 to make corrections previously identified was unsuccessful. As a result we will be ordering a new door slab. This will completely resolve the issues with the door itself. Once it is received we will contact you to schedule installation, this will include a refinishing of the exterior capping with a new material which was previously unavailable to us and better matches the colour of your door. This unfortunately will require a further waiting period for manufacturing but this is the most effective way to resolve the issues in one shot. 

• Initial Complaint

  Date:28/09/2022

  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.

  On Nov. 25th 2022, Verdun installed the final window of my order. The living room window was remade as it was dropped prior to install. The current issues are that the living room window creaks during windy days and makes excessive noise in high winds, and that my heating bills have greatly increased even after turning the heat down. I have been contacting Verdun since May to resolve these issues and I do not have confidence they will be resolved. They have visited my home 4 times to assess this issue with a total of 5 people. The first two technicians, ***** and **** indicated it is normal for a window to creak, due to its size and I had to argue to get this issue taken seriously. The size of the window is 76" x 152" and the original signed contract indicates 1 window will be installed in the living room.
  
  It has taken months for Verdun to admit it's not normal for a window to creak and they will be sending the same technicians on Oct. 24th to repair the air leaks in all 7 of my new windows that refused to take me seriously. I have been assured they are highly knowledgeable and two of their best technicians, but this indicates they were knowingly dishonest with me by stating it is normal for windows to creak. I do not want these two individuals in my home or doing work due to their lack of transparency, however they have stated there is no other option and they can only send these two techs. I also do not have confidence they will address the creaking as the new window that was remade is actually three windows joined together and I believe there is a design and manufacturing issue.
  
  The entire process to get this fixed has been lengthy, unprofessional and unacceptable. My emails are replied to with phone calls, questions go unanswered and they will not respond to my request for compensation for high heating bills. I've been getting the run around from this company for months.
  
  This list is not exhaustive of all past issues. This is the current list I want resolved.

  

  Business Response

  Date: 04/10/2022

  ******, it is perfectly reasonable for a window the size of yours to flex under certain conditions and is in fact designed to do exactly that. Just as tall buildings are designed to sway in the wind flexibility is an asset under certain conditions. None the less your scheduled service appointment on October 24 with our technicians will also be attended to by our production quality control supervisor as well as our production engineer to ensure that there is nothing out of the ordinary happening. Additionally having this window produced as 3 separate full frame windows as opposed to one large one with mullion posts improves the strength and performance of the structure, which is exactly why this change was made. We look forward to resolving your concerns and providing you with further reassurance that all is well with your window. If any action is required based on our findings we will prioritize any resolution as quickly as possible.

  Customer Answer

  Date: 10/10/2022

  
  
  ********** ********
  
  
  
  I am rejecting this response because:
  

  1. My request for compensation due to high heating bills is still unanswered.

   

  2. May I understand why I was not notified until now that there was a design change in the window and why?

  3.Please outline how the creaking and heat loss issues will be corrected.

  4. Which technicians will you be sending to my home? To be clear even if supervised, I don't want the above mentioned technicians in my home. They were not transparent with me.

   

  Best regards,
  
  
  
  ****** 

  

  Business Response

  Date: 17/10/2022

  Your large window was strengthened during production, this has no effect on the size or functionality of your window. To date no issue has been identified with your large window with respect to the reported creaking after being inspected by our service technicians, an installation team and a senior installation manager/inspector. This is why our engineer and production quality control supervisor are attending the next scheduled appointment. We do take your concerns seriously and want to ensure there are no issues with the integrity of the installed product. There are adjustments needed on your windows to create a better seal and improve the weather stripping functionality. This work will be carried out by ***** and ****, there are no other technicians available and they are extremely capable workers. We will not be providing compensation.

• Initial Complaint

  Date:27/09/2022

  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.

  In september 2021, ******* ******* a Sales rep from verdun comes to take measurements for a door and gives us an estimate. Which is around 5000$
  We give a deposit of 1250$ and we are told the estimate for the install date is February 2022
  Get contacted in spring 2022 to set up an install date. We set June 1st as the install date.
  June 1st installer shows up and realizes the door was measured incorrectly and one needs to be reordered. The door gets remeasured and reordered.
  In August 2022, we get contacted the door is in and we set a install date of September 15. On September 15, we get called by the installer informing us that a piece is missing for the install and they cannot do it that day.
  
  We have been contacting Verdun to get an update and no one will give us any answers

  

  Business Response

  Date: 12/10/2022

  *** we apologize for the errors, delays and for not keeping you better informed of the current status of your door. When it was determined that your door was the incorrect size and needed to be reordered we placed a rush order in the corrected sizes for all components except the decorative glass. This is because the glass would have increased the lead time to 6 months+ and because the glass that came with the original door is brand new and in perfect condition and can be installed into to new door. Due to an internal communication breakdown and an eagerness to serve you as quickly as possible by our installation department the new door was scheduled for installation at your home before the glass had been moved from the old door to the new door by our warranty service department. It is our sincere hope that this work is completed this week so we can reschedule your installation as soon as possible and we once again apologize for all of the above concerns.

  Customer Answer

  Date: 13/10/2022

  
  
  ********** ********
  
  
  
  I am rejecting this response because:

  We attempted to contact you guys for several weeks, we did not receive any update whatsoever,  Emails were not replied to and we never received any phonecalls back when leaving a message to call back.

  Over a year+ to receive our door is ridiculous

  
  
  
  Sincerely,
  
  
  
  *** ******

  

  Business Response

  Date: 19/10/2022

  The scheduled shop time was unfortunately unsuccessful and we will need to order these door components again. This will be a further delay of several months. We will work with our door manufacturing partner to ensure the product is available as soon as possible. A credit will be applied to your account, as thank you for your patience and acknowledgment of this latest error. We are not obligated to provide this but feel it is justified and while it may not make up for your disappointment we are sincerely sorry for the latest set back. We will provide you with an ETA as soon as we receive one from our door manufacturing partners.

  Customer Answer

  Date: 20/10/2022

  
  
  ********** ********
  
  
  
  I am rejecting this response because: We are still awaiting delivery for our door. this is the 3rd door to be ordered? What is this 'credit' you speak of, I'm hoping its not just a 5-8% discount that has been mentioned before. Will you guys actually provide an ETA or will you continue to not reply to us in a timely manner?
  
  
  
  Sincerely,
  
  
  
  *** ******

  

  Business Response

  Date: 25/10/2022

  Mr. ******, our door manufacturing partner has provided us with a rough timeframe of Jan/Feb 2023. They are awaiting further confirmations from their suppliers and we are working together to try to reduce this timeframe if at all possible. Your order has been credited 8%. We will provide you with further updates as they become available and again apologize for this latest setback. 

  Customer Answer

  Date: 25/10/2022

  
  
  ********** ********
  
  
  
  I am rejecting this response because:

  An 8% discount is a joke and quite frankly an insult, this is the third door being ordered due to errors on your end.

  
  
  Sincerely,
  
  
  
  *** ******