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:05/03/2024

  Type:Product 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.

  The date of the transaction was on the 7th of September, 2023
  Total contract amount for both Windows installation and ***** insulation is CAD 14,500 and CAD 1,469 respectively, totaling CAD 15,969
  Canadian Choice Windows pledge to complete both the windows and ***** insulation that will help bring down my utility bills.
  A month after completion, we noticed condensation on all 9 windows and also, mold-like wet substance on the pop corn ceiling and pictures were uploaded and sent with an email to Canadian Choice Windows for prompt action as this was a health concern with children in the house.
  It is important to note that we did not have these issues before insulation. Canadian Choice Windows responded and told us it was caused by humidity. We made it clear that we never had this problem prior to the work they did and insisted they should not just sit in the office and explain to us the cause of the issue. We made it clear that they didn't attach any show of seriousness to the issue. Eventually, they sent their service guys who came and said for the condensation on the windows, it was due to high humidity and they recommended we buy a dehumidifier which we did but still had condensation.
  For the *****, they eventually sent their service guys who came and told us the ***** was not properly done that the surfeits were blocked, that it has to be rectified immediately without waste of time. Surprisingly, on getting an email from Canadian Choice Insulation, they concluded it was high humidity. Even with the dehumidifier we bought, the issue wasn't resolved.
  It is important to note that we never had any issue with our house until after Canadian Choice Windows and Doors touched our house
  I have followed up with countless calls and many emails and every attempt to get them resolve this has proved abortive. They have not honored any scheduled meeting to resolve these issues.

  Business Response

  Date: 28/03/2024

  We acknowledge the concerns raised by the customer regarding their recent experience with our products and services. We are taking this matter seriously and have escalated it to our Sales Director for immediate attention and resolution.
  Our team will work diligently to rectify the situation and take necessary actions to address the root cause of the problems upon receiving instructions from the director. We value the customer's feedback and are dedicated to regaining their trust and satisfaction with our products and services.
  Thank you for bringing this matter to our attention, and we appreciate the opportunity to address the concerns raised by the customer.

  Customer Answer

  Date: 31/03/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I have given Canadian Choice Windows and Doors ample opportunity to resolve this and they have not shown any serious action to get the issue resolved and my house is getting spoilt. I do not have confidence in any commitment they have made because of their antecedent. I have made series of calls and email and all commitments made was not followed through
  
  
  
  Sincerely,
  
  
  
  ****** ********

  Business Response

  Date: 07/11/2024

  We acknowledge the concerns raised by client regarding his recent experience with Canadian Choice Windows & Doors. The customer has expressed dissatisfaction with the attic insulation service and ongoing issues with condensation and mold.
  We take these concerns seriously and, after reviewing the situation, made an offer to settle the matter by providing a full refund of $1,469.00 for the attic insulation service. The offer was made on May 22, 2024, and was valid until May 27, 2024. However, the customer rejected the offer, citing a lack of confidence in our resolution efforts and indicating their intention to pursue legal action.
  

• Initial Complaint

  Date:20/02/2024

  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.

  they have promised to complete the post audit for the rebate (which they did back in july 2023). they neglected to submit the file to ********. i was asking them for status and they kept brushing me off. the auditors wouldn't assist with any info as well. i was informed the rebate process is delayed so i waited patiently. come feb 8 i called ******** to find out the post audit was not filed. i contacted this company **** ******* and Helen promised to take care of this matter. it's been since feb 8 that i was promised my photos of the windows with stickers for my files and that Helen would have this matter resolved and processed. I have been emailing her and i get all the promises but no resolution. * ******* ******* ***** **** *** ******** *** ****** **** ** ***** ** * ***** *** * ****** ** ** **** *** ** ****** ** ********. it's 1:46pm and i haven't heard back since 12:25pm. * **** ** ****** * *******. ****** *** **** ********* **** *** ***** ***** **** ** ******* *** ****** ** ********* **** ** * ************ ******** ******* **** ******** ********

  Business Response

  Date: 23/02/2024

  On February 8, 2024, Canadian Choice Windows and Doors received correspondence from the consumer expressing frustrations regarding their rebate process and her reluctance to deal with her original contact point. We understand the importance of transparent communication and empathize with the consumer's concerns. Our Consumer Success Manager had promptly responded to her request to address her ******** submission and provided a response on the 12th of February. We have repeatedly communicated to this consumer that Canadian Choice Windows and Doors supplies and installs windows eligible for the ******* **** *****. Additionally, we facilitated by finding an auditor to assist the consumer with her post-assessment as she did not wish to proceed with her original auditor. 

  In an email to our Consumer Success Manager on the 16th of February, the consumer mentioned discussing her request for labels with our Intake Center on the 8th of February which she has yet to receive. Those labels were supplied to her on February 20th, the following business day, as our office was closed from the 17th to 19th due to the weekend and statutory holiday.

  Despite our efforts to assist, the consumer has continuously ******* our staff and **** ********* in her communications, making it challenging to engage further. We possess all relevant emails, and can provide if necessary. 
  
  We encouraged the consumer to maintain open communication with the auditor, as our company did not perform her audits or submissions, and it would make better sense for her to communicate with the party involved in the process. Canadian Choice Windows and Doors is committed to assisting our consumers, ******** ***** ** ****** ******* *** ************* ** *** *************
  
  We appreciate the opportunity to address the consumer's concerns and remain dedicated to resolving this matter in a fair and transparent manner.

  Customer Answer

  Date: 23/02/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:   july 2023 Canadian choice has offered to do the post audit because they have caused problems with the windows install ( so NO i did NOT refuse to deal with the pre audit company as they claim, *****).   also when i have asked them for updates on my rebate they passed me along to the auditors when in fact they promised to take care of it.  i have contacted the auditors and they passed me along to an unknown number.....so these people enjoy passing their customers along like a ball.    I have contacted the unknown number and they told me to contact ********.   I contacted ******** and that's when i found out the post audit was NOT submitted.   I contacted Canadian choice on feb 8 and discussed this with their receptionist who promised to send me the labels and with NO avail.   that same day i spoke to Helen and we were civil with eachother, she agreed to assist but **** **** ***** *** ****** ***** ****** *** each day i never received a proper response.   I kept in contact with ******** during this time and they still have not received any post audit submissions.   I was also in contact with Helen and discussing this matter with her and she NEVER had any firm response for me.   the labels took almost 2 weeks to recieve when i was promised on feb 8.   so NO it was NOT due to the fact that it was a statutory holiday....canadian choice neglected to send them to me when promised.   ** *** *** ********** ** *** ******* **** ** *** *** ********* ***** ******** *** **** ** ***********the president was aware of all this and he refused to step in and handle this matter with an upset customer.    the rebate should have been properly submitted on july 2023.   8 months of wasted waiting *** ******** ****** *** ** ******* ** ****** ** *** ****** **** knowing that the auditor neglected to do his part.   at this point from knowing the post aufit was not submitted back in july 2023 and then 2 more weeks of canadian choice NOT getting this resolved (as promised) ** **** ***** *** ** *********** *** ********* ** *** *** ****** ** ******** ****** *** **********   **** ****** ** ****** ** * ************ ******* **** **** ***** *** **** *** **** ** ********** ** **** **** ** **** **** ** ********   i had to find out that their auditors work with another auditor to process the paperwork and they were ALOT more helpful and provided the paperwork and responded to emails. the new person at their auditors does NOT reply to their emails as well, ** ** ******** ****** ***** ****** *** ***** ********* *** *** ******** ** *** ******* ** ****** ** **** ** ******* then who do i talk to, to get this resolved?    I am left to resolve this on my own.   ******** ****** ** * ******** ******* ** ** ******** **** *** **** ****** ** *********** *** ***** **** ** ******* *** ********    Everything from the time of install to the time of the rebate was a BIG disaster.    **** ******* ***** *********** ** **** **** **** ******* **** **** ****** ** **** **** ******** ** *** ********* **** *** ******** *** *** **** *** ******* ** ******* *** ********   **** **** ** **** ********* **** **** ***** *** **** *** ******* ** ***** ****** ******** ******** ** ********** *** ******** ***** *** ************ ***** *******    **** **** ** *************** ** ********* *** ***** *********** ******** ** ***** **** ** ********** *** **** **** **** *** ** ********   ** ********** ** ********    ******** ********
  
  
  
  Sincerely,
  
  
  
  ***** *******

  Business Response

  Date: 26/02/2024

  Canadian Choice wants to clarify our stance on the matter to ensure transparency and understanding.
  Firstly, we want to emphasize that Canadian Choice offered to pay for the post-assessment, which has been completed. However, our company did not offer to undertake the audit on behalf of any consumer. As previously mentioned, our company supplies and installs windows and doors that are eligible for the ******* **** *****. We have documentation to support our initial response, including recordings and emails as to what was communicated and when to each individual, including when consumer had requested for documentation and to whom. We request that the consumer review her records ****** ****** *** ******* ************ 
  It's important to note that the frustration consumer is experiencing is with a government program, which is not provided by our company. Furthermore, while we acknowledge the frustrations
  regarding the services rendered by the energy auditor, it's important to note
  that auditors are governed by strict federal guidelines that are beyond our
  control. 
  With regard to the consumer's account, we have not mishandled it. We provided the products outlined in the agreement. Despite any inconvenience during the installation, we provided the consumer with a gift card to a reputable restaurant as a gesture of goodwill.
  Finally, it is important to address the communication issue. Our company had never neglected to respond to the consumer's requests or emails. Our staff had responded to the consumer to their best ability with all information that were provided to them within our service level agreement. ************** ** **** ************ ******** ************** ******** ****** ******** **** *** ********* ***** ***** ** ********* ** ****** ** * ********** ********* *** ********** ******* *** ********** *** ************ **** *** ********** ******** ******** ******* *** *****
  As we stated previously, we are committed to assisting our consumers, but mutual respect and understanding are essential in our interactions.
  
  

  Customer Answer

  Date: 27/02/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I would like to clarify  my stance on this matter to ensure transparency and understanding ***.    yes canadian choice offered to pay for the post assessment BECAUSE your company failed to commit to the installment date and caused problems, so in order to make peace, yes you offered the post audit along with the gift card....**** ******* **** ******* ****** ** ***** **** *** *** *** *** ** ***** ******** ** **** ***** *** *** **** ****** *** *** ** **** **** ****** *** ******* *** **** **** *** **** *********** ** ***** **** ** **** **** *** *** **** *** ** **** *** **** ************* *** **** ******* **** ******* *****************    As for not agreeing to undertake the audit ** ******    Helen has agreed to assist in the matter of taking care of and resolving the solution **** **** ****** ******** ****** ** *************** ***** *** **** ****** ** *****.....there was NO firm answer or resolution......as i mentioned previously.   

  I too have documentation  to support the conversation, ** ****** ***** ****** ** ******** **** ******* *** ***** **** ***** ** ***** ***   I have the documents as well, and if you want to bring it forward, please do ******* ** **** **** ******* *** ********* ** ******** ****** *** **** ****** ***************** **** **** *** *** *********** *** ** *** **** ** *********** **** *****   Yes that document will show exactly when i asked for the labels and it took 2 weeks to provide them.  and as for the rebate, it was since july 2023 and still no resolution....*** ****** **** **** **** ********** *** *** ****** ** ** ** ******* ******************* **** *** **** ** ** ******* ** *** ***** *** *** *** ***** **** ********* *** **** ********* **** ******* ************ **** ******* **** ********* *** *** ***** **** ***** ********* *** *** ** **** *** *** ******* *** *** *** *** ***** *** ****** **** *************** ******** *** ***** *** *** ****** *************** *** ********** ********* **** *** ******* ****** ******    *** ****** ** ******* *** ****** **** ********** ******* ** ****** *** *** *** **** *** **** *******   

  i know exactly what has transpired with this company and their energy auditors, so i don't have to review my records....**** **** *** ****** *** ****** **** ******* ****** *** **** ***** ************  *** **** ******* ** **** ** ** ******* *** ***** ** **** ********* ******* ** ****** ****************** ****** ***********   

  *** *********** * *** ******* *** *** ********* ** **** *********** ******* *** ******** ****** **************** ******** *** **** ** **********......when i first inquired about my rebate, ******* ** Angelo ******* ** ***** *** ******* *** ***** **** *** ** could have looked into this knowing we had prior issues from when they screwed up on my windows ********   *** ** *** **** *** *** ** **** ** ******   *** ****** ******* ********* ** ****** ** **** ** **** * *** ** *********** **** *** *******   ******* *** ** **** ** *** **** ********* ** **** **** *** ******** ** ******************* *** HELEN agreed that my case was handled poorly and agreed why i was so upset...in her own words "she would be upset as well"    *** **** ** **** ****** ****** ** **** ********** ** *** ** ******** ** ***** ********    

  I understand the rebate is beyond your control, but this is NOT what the problem is.....the problem is NO ONE tried and made effort to get answers and to make sure this gets resolved. you all strung me along day by day in hopes i would disappear.    **************.   * **** ** ******** ******* *** * ****** **** **** ** ********* *** ******************* **** **** **** * ********* ** ******** ********** *************** ******** ****** *** ***** *** ** *** ****** ***** ********

  ** *** *** ******** ******** ** *** ******* ** ******* ** *** ************** *** ********** **** ***** ******* ** **************** *** **** ***** ***** *** ****** ***** **** ***** *********** ** *** ***** **** ***** **********   *** IF you see the email transcript, you will see i was friendly and patient and understanding with Helen, UNTIL i kept getting the run around *** ****** **** * ****** ********** ******* no one was LISTENING.   ** ***** *** ******** **** ** **** *****  *** ** *** ***** **** ***** ***** **** **** ** *** **** ** ***** ******** **** *** **** ** **** ** **** ******** ******* ****   ******* * **** ***** **** ** ********* **** *** ******* *** *** * **** **** ******** *******   **** ******* ** *************** ********** ** ********** ** ***** ***** ***************** ** ********* *** **** *** **** ********* *** **** **** ******** *******     *** *** ********* ****** ** *** ***** *** *** ******* ***** **** **** ***** *** ********  ****

  my request for assistance was NOT inconsistent ****   *** *** *** ***********   PLEASE READ THE EMAILS *** *** **** **** ******* ** ***** *** ******** ***** *** **** ********** *** **** ********.    How is my constant emails for status of rebate and requesting where my labels are inconsistent? ****   **** * *****  i was in constant communication with ******** to get updated answers and relaying it to Helen so she can do what is necessary.    ***** *** ******* ** *********** ******* *** ***** **** *** * *** ******** ****** **** **** ******** *** **** **** ** ********** (when Helen has agreed to assist and work with the auditors to then saying she can't help further as it's not in her control as the auditors have to file the rebate) *** **** ** ************* *** ***   ****

  *** *** *** **** ******** ** ******* **** ********** ** *** ***** ******** ****  **** **** **** *** ******* *** ***** *** *********** ** ** ***** ***** ** *** *** *** ** **** **** **** ** ******  

  I refuse to deal with this issue further ** * *** *** **** *** *** **** ** ** ** ******* **** **** ******** ******* *******    **** *** **** *** **** **** ** ******* ** **** *********    *** ***** ****** ***** **** **** ******** ******* ** ******* **** ** ********    ** ***************
  
  

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

• Initial Complaint

  Date:02/01/2024

  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.

  We purchased 13 windows and 3 doors through this company.
  
  We were offered different payment options.
  
  1 was for a no deposit 1 year deferral plan which we took.
  
  The issue is we went to get a second mortgage to finish our house but a lien was placed on it. The sales guy never disclosed this and Infact I have an email from him saying he didn't even know they would put a lien

  Business Response

  Date: 12/01/2024

  The financing arrangement entered into by the consumer is through a third-party in collaboration with ******** ****** **** ************ ***. Our company offers consumers the option to utilize the financing services provided by this external financial entity. Prior to the signing of the loan application, it is our understanding that consumers are aware of the terms and conditions associated with the financial agreement, and ask any questions they may have regarding the loan application and process.
  
  It is pertinent to note that ******** ****** **** ************ ***. does not exert direct control over the operational aspects of the financing company. Nonetheless, we are committed to addressing and conveying any concerns expressed by our valued consumers. The consumer's apprehensions regarding their loan have been consistently communicated to the financing company as part of our ongoing efforts to maintain a positive and cooperative relationship with our clientele.
  
  As of January 11, 2024, the financing company has indicated a potential willingness to assist the concerned client in resolving the issue related to the lien. Our representative has been informed of this development and will initiate communication with the consumer. The representative will provide the necessary information and facilitate a connection between the consumer and the designated contact point at the financing company.
  

  Customer Answer

  Date: 21/01/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: it'd been 10 days, nothing has happened other than that they said they may completely reject our request which contradicts there offer. I have requested the documents providing we even gave consent for a lein on this property.

  we were also told it was because of our credit is why the lien was placed and in confused because it was just my partner ***** **** who went on this application by her self and she had impeccable credit and credit history.

   

  I am unwilling to accept anything until I see something actually happen other than just words on emails. For months they have said they would work with us prior to my claim on the BBB until they said they couldn't or it was out of there hands and it clearly still is.

   

  I also wonder how they were able to put a lien on our property without both the owners of it consenting to it.

   

  I think I am trying to be very reasonable and fair with these requests.

  
  
  
  Sincerely,
  
  
  
  ****** ***

  Business Response

  Date: 31/01/2024

  On January 30, 2024, ******** ****** **** ************ ***. was informed by the financing company they had communicated with the consumer. Collaborating with a third-party financial entity, our company facilitates financing arrangements for our esteemed customers. It is imperative to highlight that the terms and conditions governing the financing agreement are accessible for consumer review before their endorsement. Additionally, any inquiries or concerns raised by consumers during the stage of signing would have been promptly addressed to ensure clarity and understanding. In response to the consumer's complaint, we are providing a copy of the loan application signed by the consumer, emphasizing the section that explicitly informs the consumer about the placement of a lien against the property.
  
  Moreover, the welcome letter from the financing company underscores the following pertinent details: "As part of the terms and conditions of your Payment plan, you grant us the right to register a security interest against you and against title to the address where the Property is to be located. Unless prohibited by law, you waive your right to receive a copy of such registration where required, and you appoint us as your lawful attorney for registration and receipt of notice."
  
  Canadian Choice Home Improvements Inc. highly regards the Better Business Bureau's role in facilitating transparent and equitable resolutions. Our commitment is unwavering in providing regular updates on the progress of this resolution, ensuring transparency, and upholding our dedication to customer satisfaction.