Complaints

• Initial Complaint

  25/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On April 4,2023 Window Mart Installed a back entry door to our house that was under contract with them. We also paid to have a stormdoor installed that we were to provide.We paid before the isntallation the full amount. I bought a 32" storm door from ********** under the advisement of the installer for the correct size. . Window Mart Installed the storm door. I also bougt a handle system from **********. On April 13,2023. I sent Window Mart an email saying the storm door would not stay closed and could they recity the probelm. I also said that they did not install a strikerplate for the latch to catch. ********** has since told me that there never was a striker plate with the type of handle I bought. Window Mart said the installer told me a part was missing and that was not true. I was nevert told that a part was mssisng or I woud have retuned the handle immediatley and secured another one. This type of door latch catches a part of the trim.They installed the door and the storm door does not catch the trim. Window Mart sent me an email on April 14,2023 saying that for **** they will come out and do the hopefully necessarily install a door handle with the necessary parts. All the parts are here but the trim is outside the latch's catching ability.

  

  Business response

  25/05/2023

  Good day, 

  Our service department contacted the customer, all the questions and concerns were addressed on April 28. The installation was successfully completed, attached is the signed Service Form. 
  Regards,
  Window Mart team

• Initial Complaint

  08/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Our complaint is the UNDER-sizing of windows installed by **********************. (WM). Contract signed July 2022 for 19 windows and 4 doors, $****** (including GST), *************************/***********************. Install ******* completed Dec 16, 2022. Wed like ******************** to mediate to determine which windows need replacing/reinstalled) based on correctly fitting the homes window openings. I cannot find reference in the *** ************* defining window sizing. We do not wish to submit final payment $5,000 until all issues resolved.We believe many windows undersized as flanges barely cover existing window openings, with large gaps prior to applying foam insulation + caulking (daylight showing). Concerns the energy efficiency of windows and the integrity of our home envelope are compromised by undersized windows. Weathering will degrade the caulking + foam insulation and expose stucco edges - adding to future home maintenance costs. We believe WM did not measure properly, nor explain the different measure methods and now windows much smaller than opening. The Spruce: Proper sizing is critical when you are building replacement windows. Ideally, the insert window unit should be only about 1/8 shorter and narrower than the window opening. The manufacturer should explain how the new window should be sized in relation to you window opening. On WM Contract:>The client will be re-using all exiting blinds for all new windows and is responsible for taking them down and re-hanging. This does not imply measurement method used.>There are no check boxes that clearly detail the available measuring options.>Method of installation does not explain nor imply which measurement method was used by vendor. Full frame installation; Vinyl brickmould; straight through; Aluminum capping, etc. >Terms&Cond #**: Dimensions listed in the agreement are approximate and to be confirmed by our ***********************. Actual window sizes may vary significantly based on site conditions and method of installation.

  

  Business response

  17/02/2023

  Good day, 
  
  On February 13 and 14, two doors were installed and a service was done on the interior as well as the necessary adjustments on the windows, to make them operate properly. Regarding the outside aesthetics, stucco and caulking will be done during spring once the weather warms up approximately mid March. Window Mart is not requesting the balance until the job is completed to the customer's satisfaction.
  On February 24, our installation department manager will visit the home and do an evaluation on the services completed and make an action plan to rectify the outstanding issues. 
  
  Please be advised that the windows are manufactured exactly the same frame size as the original ones to make sure the blinds will fit back, which they perfectly do.
  
  Regards, 
  
  Window Mart team

• Initial Complaint

  04/10/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We entered into a contract with Window Mart to have the exterior windows in our home replaced. We were told by the salesman that the windows would qualify for the Greener Homes ***** offered by *****. We did sign the contract and the windows have been replaced. We applied for the government ***** **** paid to have both the pre-renovation and post renovation energy evaluations done. Upon completion of the final evaluation, our Energy Advisor informed us that only 3 of the 13 windows qualify for the greener homes *****. We were told by Window Mart that they bear no responsibility for what we were told by their salesman and have upheld their end of the contract. We seek to have the BBB contact their member in an effort to recover the amounts that we paid to have the energy evaluations done$735.00 as well as $5000.00 which is the amount that the salesman said we would receive from the greener homes *****.

  

  Business response

  04/10/2022

  Good day ****,
  
  We are sorry to hear about your disappointment, please be advised that all our windows are energy efficient and complying with CSA standards. The windows are available in different energy ratings, it depends on their performance structure grade, air tightness, solar heat gain coefficient which depends on the *** glass grade level and U- value.
  
  The ****** Greener Homes ***** was launched early-mid June, and this program requires a specific energy rating of the windows. The contract was signed mid May, and there was no information available at that time about the rebate.
  
  All windows were delivered as per the contract and installed up to your satisfaction based on the Customer Satisfaction Report signed on October 15.Window Mart has fulfilled its contractual obligations and for these reasons we are not able to issue compensation for any rebate that you had anticipated. 

  ******** you will find a copy of your contract as well as your Satisfaction Report. 

  We welcome any further questions,

  Regards,

  
  Window Mart team

   

• Initial Complaint

  24/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company is hands-down the worst company I've ever dealt with in terms of home renos. I've never seen such horrible management, customer service and unprofessional behavior from any company.First and foremost the "pitch" regarding the ******* ***** ****** They use this to wrangle you into a very large purchase (in our case it was almost $11,000.) but neglect to give you the details that are required to qualify for that ****** I was not told that we had to have an inspection (on top of the home inspection we already had prior, and at our cost,) prior to any windows being installed, nor was I told that the maximum amount per window is $***, not the $**** (total for all windows) the salesman promised I would get because of the type of windows he convinced me to order to qualify for the ******Once we made our decision and paid the deposit, it went ever further down hill. Our windows were supposed to be installed in October of 2021. They did not get installed until the end of December of 2021, and were not even completed on that day. The salesman also failed to follow-up on some important communications, which left us one window short. Also know that any issues that arise with delays, etc. will have the buck passed to manufacturer. When I started asking for an install date and wanted to cancel the order due to the multiple issues, my matter was passed to the Sales ******** ****** who had nothing to say other than it was someone else's fault, then proceeded to ******** ** **** ***** *** financial ramifications if we canceled the order.Install day finally arrives, and there was one guy to do all 5. He didn't finish and left the house in a mess. Upon his return to install the last window, he removed my blinds (even though they were not in the way of him working, and I was home and could have done it myself. He broke them, and the service department instructed me to send them an invoice for new ones. I did that, and now they are refusing to pay.

  

  Business response

  25/02/2022

  Good day *****, 
  
  Thank you for your message, we would like to apologize for the experience you had in regards to delayed installation and blinds. As per the ***** ******** please be advised that this is not managed by Window Mart and we cannot guaranty the total refund amount. The ****** ******* ***** ***** was launched in June 2021 and there was not enough available information at the time, this program is entirely managed by the government and they established the requirements and refunds. In regards to the blinds, Window Mart accepted and will honour to pay for the same or similar product that was broken, which you mentioned that the blinds were from ****, but unfortunately you sent us an estimate from another company at a comparable higher price than the selection found in ****. We kindly ask you to please send us a quote from **** for the same/similar blinds you currently have: same style, opening mechanism and material and we will send you a cheque.
  
  Thank you, 
  
  Window Mart team

*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. ↩