Complaints

• Initial Complaint

  21/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Sept. 2023 I had the glass insert in my entrance door which is a Lux Door shattered. After numerous emails and phone calls with **** a service representative for Lux Windows and Glass *** , my ****** issues payment to Lux Windows for $****** was paid in the beginning of December 2023. In January 2024 technicians came out and the insert was the wrong size. Another round of emails and phone calls. Feb ** 2024 and the second set of technicians came out and had the wrong size insert. When they put back the frosted piece they inserted upside down and marked up my door further. If they cant have someone competent figure out the size, would it not be easier to insert a new door. I live in a high traffic area for bears.

  Business response

  29/02/2024

  Hi ******,
  We apologize for the previous service calls which did not work out favorably and appreciate your continued patience. Our Service Manager immediately actioned this the day after we were at your home. He has tried to contact you a few times but has not heard back. He has left his cellphone number for you to call should you have questions moving forward. Once we have the items required to complete the service in our possession (eta: March ***,2024), we anticipate we can book a day for the week of March *****th on a day that is convenient for you. We understand the urgency, so I assure you we are wasting no time in getting this organized for the earliest possible completion. 

• Initial Complaint

  01/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  One of our rather large windows cracked and now Lux windows wants $******* dollars to fix it. This is poor craftsmanship that would make this window crack the way it did.

  Business response

  02/02/2024

  Hi ****,

  Your windows have a Lux ** year Lifetime warranty protection against seal failure. Our experienced service team member assessed that the glass replacement was chargeable in this case as it was clearly a ************** occurring *** years after your window was supplied. I took the liberty of sending you a copy of the ***************** Warranty for your reference and welcome you to contact us at any time should you have any further questions or concerns.

• Initial Complaint

  17/01/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Reached out to Lux January ** with several emails including photos and on the ** th I heard nothing back not even an email!! I phoned after hours Monday ** th left a message and waited till noon on **************************************************************************************************************************************** yes they received my messages and photos but still did not reply?? Then I became upset and said I reply to acknowledge my messages would have been nice ?? Then the installation manager called me. (*****) we argued about the situation where he claimed not much he could do other than send a tech out to make some adjustments and went on about humidity was to blame?? Faulty weather stripping from delivery etc? At this point Im waiting for the tech to make adjustments which I doubt will rectify the poor quality of the door!!

  Business response

  18/01/2024

  Thank you for voicing your concerns. As mentioned in your complaint, *** had already booked a service call for January ****, ****.

  The door system you purchased continues to be very popular to Lux customers and our door designs are all engineered to lead the industry in both aesthetics and functionality. Though your Lux door passed a vigorous quality control process, it was deemed necessary to book for both for both an assessment and appropriate actionable response. I assure you that your Lux door is covered under the full ************ and you will be looked after. 

  I look forward to your response after the January ****, **** appointment.

  Thank you.

  ***************************** (Credit Controller)

• Initial Complaint

  09/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We bought a brand-new home September 2021 with windows and doors provided by Lux Windows. A year into owning the home and we have had some significant issues with their product. The hinges on our front main door are rusting and insulation is so poor that the front lock froze last winter. We also have two patio doors. One door is splitting at the seams (on the exterior) and has mold in the seams in the interior. *** had a crew come to assess the issue. ********* informed us that it was a defective product and would be replacing the patio door and front door hinges. About a week later, they asked to come back to do some measurements and check the doors with a level. While in the house, they also checked the humidity at the back patio door. Within 24 hours of that visit, we received an email indicating that the issue was not their products, it was an issue due to high humidity. They gave us tips to control the problem and said the matter was closed on their end. On the day the crew came the second time, it was raining. We have a dog who constantly goes in and out of the house. The humidity measurement they took was at the door. I do not have my own measurements to corroborate what they said. We appreciate humidity can be an issue, but we have an HVAC system and know to turn it up when there is any condensation on the windows. We also have a plethora of windows and no other issues. The only issues we have seen are at the doors. We also have two patio doors yet only one has mold and is splitting at the seam. I did speak to the Edm Manager. On the phone, he indicated that he really didn't know what the issue was and that he would come to the house to look at the situation. He said he would email me to set a date/time. ****** (the Manager) did email me and then failed to respond to any of my emails. I sent my first email within a day and then a follow up a week later. My last email was sent today. Lux has a Lifetime Guarantee on most of their products.

  Business response

  19/12/2022

  Your complaint has been reviewed and Lux has made the necessary enquiries to submit both a knowledgeable and informed reply.

  After careful inspection by qualified Lux windows Service Technicians, we can conclude with certainty that the door issue you mentioned is not due to product failure but rather is the direct result of user error due to Lux product being exposed to extreme relative humidity levels. This has also been confirmed by outside sources.  Lux had furnished you with documentation on condensation and how to manage relative humidity. 

   

  This house is a mirror image of a house built with identical window and door specifications during the same time period and by the same builder.  We have had no reports of swollen door slabs, black mold or rusting hinges from the other home.

   

  All the windows and doors in your home are covered by the Lux warranty. As this complaint is not a warrantable item, please contact Lux at any time to get a quote for any replacement product or parts that may be required.

  Customer response

  20/12/2022

  We reject the message from Lux.

  I have no idea who this outside person is that assessed and measured the humidity of our home. This has simply never happened.

  The fact that we have two patio doors and only one has an issue is exactly the reason this is a defective issue. The fact that our neighbour has the same product and it’s fine is also indicative of a defective product. It is the definition of defective. For Lux to suggest that all their patio doors would have to show the same issue to prove defectiveness simply makes no sense. Products sometimes fail because of mistakes made in the manufacturing process.

  Also, Lux has no valid evidence that the damage was done by high humidity. I have no idea how they are making this claim. It is very safe to say that there would be much bigger issues in our home if that was the case. Would there not be damage to the MDF casings on all the windows? Would there not be mold on all the windows? Wouldn’t the second patio door also be coming apart at the seam? Wouldn’t there be moisture issues in the attic. (The attic was checked and this was not the case.)
  Can they also even use humidity as an excuse to walk away from fixing this issue? Is there a caveat in their warranty? Do they warn customers about this? Do they provide instructions WHEN they deliver their product? 

  Product liability refers to when manufacturers, sellers, distributors, or another company is held responsible for a consumer's defective purchase. Generally, Canadian law requires products to meet the ordinary expectations of the buyer.
  
  Lux markets their product as “crafted for Alberta climate.” We should be able  to use these doors though the winter with no issue. 

  Business response

  20/12/2022

  Lux Windows and Glass is proud of its Warranty and high level of customer care. If Lux is made aware of an issue with product, we take that very seriously. Lux will always send a Service Tech to gather information and make a determination as to what caused the issue. This issue is entirely about humidity levels which may effect some product and not others depending on product location in the house and air flow to the product. If Lux replaced the slab and it was exposed to the same conditions, the slab would certainly have the same fate. Please contact Lux at any time to get a quote for replacement parts/items. If you include this reply, Lux Edmonton can provide you discounted pricing on the slab mentioned in this complaint. Thank you.

  Customer response

  20/12/2022

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

  Lux sent out their crew and when they came, they determined it WAS defective. Their response changed and as indicated, they have no valid evidence of high humidity and they are disregarding that there is no other damage to any of the other windows or the side door. 

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

• Initial Complaint

  23/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The complaint is regarding the company's:refusal to provide customer service for a product that was under warranty. We were told to look for a different company at our expense and time.lack of consideration in communicating and providing information about our service request (Ref# ******) status.Events supporting our complaint:July 24 we contacted Lux Windows to request repair service for a patio door lock system; the door was manufactured/installed by Lux Windows a few years ago and the parts were still under warranty July 25 we sent email to the customer service team providing description and photos relevant to the problem Aug 5 a technician came and had a superficial look at the door concluding there was nothing wrong. After we demonstrated what the issue was, he agreed there was a broken part in the lock system. He mentioned that the company would order the part and get back to us Aug 17 someone called (after our multiple calls & emails) and just told us to look for different companies to fix the door. The resolution was not acceptable and we requested reconsideration. We were told that a more senior person would contact us again Aug ************************************************************************************************************************** a week Sept 3 we sent email reminding that we are still waiting for a resolution By Sept 9 still no one replied; we went to Lux Windows Manufacture site to talk to the **************** Manager. The manager greeted us with courtesy, listened to our concerns and PROMISED to resolve the issue by; ordering the hardware part under warranty and covering the labor cost as a compensation for our hassle with this case. A repair appointment was scheduled for Sept 30 Sept ************************************************************************* agreement with the ** and the Field Manager, the decision was to not provide us with any service because the hardware part was no longer carried as part of the company inventory. Again, it was suggested to reach out for a different company.Sept 23 & Oct 10 we sent emails to the **************** Manager kindly requesting to reconsider their decision and to honor their warranty responsibility and promises.To date (Nov 25) we have received no reply.

  Business response

  25/11/2022

  *****,
  
  We have read your complaint and made the necessary enquiries internally to determine what happened and how this should proceed. Although this hardware is no longer carried by Lux, we will search out the required part and, once located, we will be in contact with you to book a service date to have the part installed. Thank you for the taking the time to bring this issue to our attention. Though customer communication is always a high priority, we are always striving to be better.

  Thank you.

  Customer response

  28/11/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I find that this resolution would be satisfactory to me once it's fully implemented.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  21/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I ordered a new bay window November 17, 2021 from Lux Windows. The cost was $******** (incl tax) which has been paid in full. The window was installed by **** from LUX on June 27th, 2022. The window leaks!! My blinds been water stained and I have to keep towels in place to keep the water from spreading. After numerous phone calls.September 27th,2022 ****, a Supervisor came out and confirmed that the window was in fact leaking (he said there were "coke marks" from the tar paper. On October 19th the original installer came out to the house but no repairs were made and he indicated there was some wood rot that would have to be dealt with.He left saying he had to speak to someone named *** and he would not tell me that they were not going to ask me for more money to fix the leak!I am ** and all I am asking for is that LUX fix the leak and I can quite worrying about it.**********************

  Business response

  24/10/2022

  I can assure you that *** takes your concern very seriously. It was just last week October 19th, that our installer attended to your home, and it has been confirmed that there is something going on that requires further investigation to determine the root cause of the leak. This has been and still is a high priority to Lux. You can expect a call from Lux today to update you on getting this leak looked after for you. 

  Thank you.

  Customer response

  24/10/2022

  
  Complaint: ********
  
  I am not rejecting the response and I do appreciate that Lux windows finally sent a team out to investigate why the new window is leaking.  My issue is - I reported this concern after the first rain storm this past July shortly after the window was installed.  To this point - I still have no indication of when the repairs will occur and no guarantee that it will be at no cost to me.  *** did call today and has assured me that he will do a follow up phone call before noon tomorrow setting a date for repairs and I will then confirm, at no cost to me.  Once the repairs are completed and I am sure that the window does not leak - I will be happy with the service and products from Lux Windows.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  11/10/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Its been a very long and disappointing experience.After waiting for 6 months to get a product being special order this company took 3 more months and tree attempts to deliver the product.Finally after 9 months all together they have delivered it in a beaten up condition full of scratches and marks.After meeting with the manager and warehouse supervisor theyre have come up with the idea to use a third party contractor to revise and possibly stain or paint the product for a shared cost between the customer and Lux ********************** and ******************** as merchant.Why would I have to pay in the first place for something that wasnt delivered in the condition to meet the industry standards? and most importantly under warrantySecond when I asked for my money back they did not offered this as an option.Having the fact that all the tree attempts of delivery where cause of neglect and irresponsibility I would like Lux to reconsider and offer a different solution to solve this situation for which they can only blame themselves.As I have told to they representative :I will go for a full refund with ******** added for the 9 months since they product was paid in full at the time of the order.A brand new slab meeting the industry standards.*** can organize to paint or stain the door slab as many times is needed and pay for this to present the slab in a condition which will be accepted from the customer.

  Business response

  14/10/2022

  Thank you for reaching out about concerns you have with your order. You had brought up about the timeline and also the condition of the product and I'm happy to address each concern. As the slab is a custom item, it had to be purchased and we are given estimated arrival dates for product. These dates are not always met by our suppliers due to continued stresses in the supply chain. *** will always deliver product as soon as it is received. I understand there were a couple of call backs after the initial delivery due to hinge issue and roller catches. These items were looked after by Lux within the earliest available dates. I believe you had mentioned that everything is perfect now with the exception of the condition of the slab. As quality is of utmost important at Lux, we take any feedback seriously if there is a concern. Any building material that is not pre-finished can arrive with surface scuffs or blemishes such as in your case and clearly shown in the photos you provided. Your door slab is still in a unfinished state. You did not pay for finishing of the slab and opted to have another contractor provide the finishing on the slab. Any surface scuffs/blemishes on your slab will not be visible once finished. If your door slab was damaged such as gouges, cracks or dents, then that is a different matter altogether. Please proceed to finishing/staining the slab which needs to be done. Lux will stand by your order and it is under full Warranty. We look forward to hearing from you after the slab is finished.

  Thank you,

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

  Credit Controller

  Customer response

  14/10/2022

  
  Complaint: ********
  
  I am rejecting this response because:
  The COMPANY should take the responsibility why the slab ended up in this condition.
  They have made ** this mistakes and it is their negligence why this situation extended from the promised 4-5 months to 9 months.

  Every single time they attempt to deliver theyre have realized that theyre must follow up again to cover the error in the first place.

   They sales representative was provided with the *** file for the frame and slab size as being a new construction.

  They have missed the hight of the frame therefore first time the door slab did not fit the opening 

  They have missed to mortar the side catchers.

  Then they ha be realized that the slab being cut the hinges are not in line with the hinges marked on the frame.

   I consider this very disappointing and disrespectful towards to me as business owner to try to neglect the fact that al this series of mistakes are occurred on the first place as human error and negligence.

   I cant accept their response.

  Would still stand for all before mentioned full refund with interest,brand new slab or company to take the order and pay for the stain or painting the product.

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

  Business response

  18/10/2022

  Good morning,

  I believe *** has responded to your complaint. Please let *** know once the door has been finished/stained. Until the door is finished, Lux can't possibly comment further. We welcome you to contact *** at any time once the door has been finished/stained. 

  Thank you and have a great day!

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

  Credit Controller

  Customer response

  20/10/2022

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

  Please note that your response was rejected because is lacking direct answer.

  This complain is not only about  the scratches and marks  theres also to consider the direct cause the situation evolved into.

  Not to mention the poor customer service.

  I would like to get a response in regards to the above mentioned issues as well.

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

  Business response

  31/10/2022

  Good afternoon,

  *** has responded to your complaint and until the door is finished, *** cannot comment further. Please let *** know once the door has been finished.

  Thank you.

• Initial Complaint

  08/04/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In May 22, 2012 we paid LUX *********************************************** for 2 sets of wood/clad window/door custom combinations for our 2 master bedrooms of our side by side duplex. During the *******, there continues to be significant ice build-up on doors and causes water damage and mold. Contacted LUX June 2020 and they have responded by providing service attempts to repair the doors. To date, the repairs have been unsuccessful. During the multiple repair appointments, the centre garden doors were removed, cut and reinstalled many times by the various LUX technicians. Throughout these last 2 years, ice and water issues became exacerbated causing increased significant damages to the homes. The center doors functionality is very questionable. The doors qualities have been significantly compromised. We have sourced a third party building performance consultant to assess problems. The report concludes, failure of flashing and sealing around doors and possible installation issues during repair process.

  Business response

  12/04/2022

    Doors were bought in 2012. First contact about any complaint related issues was in 2020.  Lux Windows supplied the doors but did not perform the installation. Customer was advised from the initial contact in 2020 that there were serious installation problems. As agreed to by the customer, Lux advised these doors needed to be replaced but we would do what we could to try to make them more functional. The third party building inspection paid for by the customer even confirms issues with the door derived from installation. Also, the blueprints now provided by the customer also confirm the installation detail was not followed correctly by whoever installed these doors.
     Lux is a highly trusted name in ******* because we know the importance of providing quality product as well as standing behind our Warranty. The professional and proper installation of our doors and windows is equally as important as the quality of our product. As all issues with these two doors stem from negligence of a third party installer, our Warranty is void. To try and save you from having to buy new doors immediately, Lux entertained service "fixes" but Lux stands behind its initial assessment that these doors need to be replaced. Regardless of the fact that Lux carries no responsibility. The customer requested a quote for new doors and Lux offered a substantial discount. We had also offered dates to visit on-site this month but never heard back until now in the form of a complaint at the BBB.
     Lux is always looking to achieve complete customer satisfaction, however, the remedy sought by the complainant is unreasonable therefore Lux respectfully declines to agree to their request. Lux is always open to discussion to find  a middle ground but it appears the customer has elected to go a different route. If the customer wishes to proceed, Lux can provide a new quote for supply only or supply and install as chargeable orders as the other quotes have expired.

  Customer response

  12/04/2022

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

  Business response

  13/04/2022

  Please see ****** ****** **** for reply on each page. Every item has been addressed.

  Again, Lux offers the resolution to invite the customer to contact Lux to get a quote for new doors supplied and installed. This time of year is especially busy so the sooner you get your quote and secure pricing, the sooner Lux can get your order in queue. 

  Thank you.

  Customer response

  18/04/2022

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

  
  

  as previously stated in our last reply on April 18, 2022 LUX is responsible for these problems. 

  
  
  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. ↩