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:04/07/2023

  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.

  In June 2022, I had new patio and bed room windows installed by ESP Construction Ltd for a total amount of $8,361.63 (new windows + installation + taxes). While I have no complain about the bedroom window, the patio door still don't lock, leveled at an angle so that winds don't blow in, in between panels when it is very windy outside, forming indoor ice in one of the corners and blowing dust from another because of an external hole that is told (to me) to be part of the design of the window, purposely engineered (where winters are bellow -30 degrees). It is worth underlying that I had none of these issues with previous 1972 original windows. Also, I live in a building where there are more that 140 units and most of them had their patio and bed room windows renovated by ESP Construction Ltd all over the years. This company was recommended by the building management office and several units had their windows replaced in 2022. From my knowledge, none of the units had similar issues.
  
  I called and sent a first email to the company right after the installation because de patio door screen panel did not lock and was easily moved by the winds. After that, I also noticed dust blowing inside whenever it was windy outside. These two issues were addressed by the end of summer - beginning fall. It took several calls and emails and ESP installer came three times then a technician came from the window company. Overall, they put a sponge in the hole to stop the dust but still get some when it is very windy. ESP workers and the window technician tried unsuccessfully to stop the winds blowing in by leveling the other panel at certain angle, used patches and a lot of silicone sealing inside and outside. Since, the window incline is visible and the patio door don't lock. This is a safety issue in addition to the ice forming on a bran new 2022 window comparing to a 1972 one. The patio window needs to be properly replaced OR a refund to have it done by another company.

  

  Business Response

  Date: 10/07/2023

  Good morning ******

  We have responded to your concerns numerous times by phone responses and site visits to your condo unit on that 21 storey building. We have did all necessary procedures possible to accommodate your concerns from site visits to adjust to calling and having factory service rep from out of province to service your concerns and like our service guys did look at the patio door unit. From the factory perspective all installation and patio door hardware in unit was working as it should. As for bugs come in to your unit from the exterior was not possible as we discussed at one of our site visits as bugs will not come in from exterior in the winter time but was rather aphides from your plants that gather up to the patio door glass. As for the moisture on the lower corner of the patio door glass unit it caused by excess of moisture in your unit ( which is controlled by radiant wall heating system) and may not have enough air flow to move and extract moisture in your unit as your kitchen area is 20 feet away from door unit. I would suggest a dehumidifier if condensation on glass continues is to be a problem.

  Therefore a replacement will not solve your issues.

  Hopefully this will answer some of your concerns. 

  ESP Construction Ltd

  Customer Answer

  Date: 07/08/2023

  Please, see attached document that relates 19 + 6 conversation / requests that I had with ESP communication since they installed the window. You will have the proof that they ignored my request to have a window that locks properly and that they were the ones who inclined / adjusted the window at certain anglae so the wind will not blow in but since the window can't lock.

  Thanks.
  

  

  Business Response

  Date: 09/08/2023

   unit was fully functional when we adjusted it again for the fourth time she had some other company come in to look at it and if they did something that is totally on tenant possibility here after. 

  Customer Answer

  Date: 14/08/2023

  The window wasn't functional from the start. All the emails I forwarded to BBB show that I started complaining about the screen being moved every time it was windy and the winds blowing between window panels, dust, then the building of the ice inside the apartment, the adjustment they made that still did not work and still don't work up to this day as the locks that are at different level since they inclined the panels so the winds stopped blowing in. I sent every picture testifying of my multiple complains to them before sharing them with BBB. I asked for an inspection from another company just before complaining to BBB because I needed an expert to testify and show an estimate of the cost for the fixes. The company did not touch anything. They checked and told me how they would fix it and how much it would cost. Please, note that my emails show that I was talking about safety issue with ESP construction since long time as my patio window still can't be locked. Last week, the building had a breech of security and I am really scared and don't know how to do. ESP construction is putting a life at risk and not taking responsibility of their wrong doing hiding behind accusing clients of lying. This total lack of professionalism.