Complaints

• Initial Complaint

  11/12/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Durabuilt windows do not close. Asked the company multiple times to come to fix the closing mechanism, however, there has been no response for about two months.

  Business response

  10/01/2024

  Durabuilt Windows & Doors understands the frustration this customer has endured regarding the closing mechanisms. We have reached out to the customer and the work was completed on January 3, ****. All closing mechanisms have now been fixed.

• Initial Complaint

  22/08/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unresolved

  More info

  Order ****** paid $16,659 in June 24th or 25th.

  Business response

  25/08/2023

  Durabuilt Windows & Doors understands the customer frustration and apologizes for the inconvenience we have caused to the client. Please be assured we will do whatever we can to rectify the situation as soon as possible in a way that meets the clients needs. On August 25th, 2023 our Calgary service manager contacted the client directly to discuss the issues she has been facing. A number of concerns were raised, and our service team will be going to the client's home to assess and repair any damages as necessary. A s for the concerns not caused by service, they hae been escalated to the managers of those departments and will be dealt with the employees directly. Thank you.

  Customer response

  25/08/2023

   
  Complaint: 20505664
  
  I am rejecting this response because:

  I have been contacted by someone in your ****************** today to ask about 'window *****' that was not part of our contract so I was very confused about the questions. Obviously there is a big disconnect between all the members of your 'customer service'. Even though the person on the phone was very nice and tried to be helpful, I reject your answer because I haven't received the service regarding fixing all the damages that were caused during shipping to my doors and windows and also the fact that I'm out of pocket for having to pay movers to help with the 12ft patio door because of your lack of communication and blocking access to my back entrance,on top of lost time and wages.
  
  Sincerely,
  
  **************

• Initial Complaint

  22/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We moved into our new home in April 2021 and we noticed issues with our Durabuilt Windows since day 1. We notified them via the builder in April/May 2021 and they sent out someone from Durabuilt to come take a look. 4 of our windows were bowing - the Mulllions were bowing out so bad. the 1st repair guy said he needed to order a part. We got the run around and each time durabuilt would send there repair person out the work order has little to NO information on what they were on site for. And after the 3rd repair visit , we got a call saying the engineer told them we need to send someone out to remeasure the windows again as the original measurements sent were 100% wrong. This wasted our time multiple times, we have asked for a manager call us multiple times or even to be on site with the repairmen to see what our issue is, and each time NO manager calls us or even shows up. Most recently we have been waiting after we got the new messurements done. We waited MONTHS for the items to show up, i called Durabuilt and spoke to the receptions multiple times asking for a manager to call me- they told me the manager is out and will call me when he is back- i left my name and # and to this day NO ONE has called me. When the repair men were hear in OCT 2022 they again had NO idea why they were on site, again there work order had NO information and they also DID NOT have any of the pieces they needed. - I asked for the managers name this time and got his name and # and called andfinaly spoke to *****. My partner explained to him the ongoing issues and he said he would look into this, we have gone weeks without any updates. And to this ****************** doesn't give any updates over the phone or even on email!my windows are installed incorrectly - They do not close or even lock- this is a safety issue and durabuilt does not care. They do not return any calls or emails, and give no updates- They refuse to give any ETA - and we are going to be going on 2 years with broken windows!

  Business response

  28/11/2022

  Durabuilt Windows & Doors understands the concerns the customer has raised and sincerely apologizes for the ongoing issues. As of November 25th, 2022, all outstanding wok has been completed by the service team. The Director of Sales and the Service Manager have both been involved and had direct communication with the customer. A follow-up call was placed on November 28th, 2022, to the customer to ensure all outstanding work was completed to their satisfaction. 

  Customer response

  29/11/2022

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

*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. ↩