Complaints

• Initial Complaint

  03/01/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We purchased 12 windows and 2 doors from Centra Windows in June 2024. $26,206.14 The install date was Oct 21 - 24.This installation of windows and doors by Centra was the worst installation I have ever seen.When they finished there were at least 15 problems/deficiencies/and damage to our house.They had to come back multiple times to fix all the problems but never totally fixed all the problems.Since the quality of work was so bad, we asked for a refund of $3900.00 (15%) back to fix the damage to the walls and the back deck, they only would agree to $1500.00. We also didnt want them back in the house.2 days later we discovered that the back door had damage to the top of the door finishing on both sides of the door, it was not cut properly and there were also dints in the frame of the door along the inside frame which we did not notice during our evening inspections.We sent an email with pictures to Centra asking them to replace the door, this email has been ignored by the office sales man *** ****** and the General Manager ***** Bot.We are looking to have the door removed from the bill, or they are welcome to replace the door. It cannot be fixed as the siding/finishing material on the door has been cut or filed off.The caulking and metal work along the installed front door is also so poor that they will need to fix this as well. Our installation by Centra Windows consisted of the poorest quality of finishing materials and workmanship. There are still many deficiencies from the installation which have been ignored by Centra Windows management. This install is a total disgrace of professional services.I have many pictures of all the problems but there is not enough space to upload them all.I can send them another way as well.I am also looking to have this complaint posted publicly so the consumers are aware of the extremely poor workmanship that this company delivers.***.Some of my pictures were larger than 5MB so I was not able to upload them.

  

  Business response

  13/01/2025

  Dear ***,
  
  Thank you for your patience. We previously agreed on a $1,500 credit for the issues related to your installation, which will be processed as promised. Apologies for the *** deduction error that will be corrected.
  
  To address any remaining concerns, we would be happy to arrange a visit from our service team to inspect the doors and resolve any deficiencies. If replacements are needed, they will be covered under warranty. Please note, payment will be required to proceed, though you can hold back 10% of the balance until the issues are fully addressed, which is a common practice in the industry. We trust this is a fair resolution and look forward to resolving this with you.
  
  Best regards,
  The Centra Team
  

  Customer response

  13/01/2025

   
  Complaint: 22758220
  
  I am rejecting this response because:

  Hello BBB, and thank you for your time dealing with this Company.

  
  The $1500.00 refund was to compensate for damages to the house caused by Centra windows, I did not want them back into the house to repair the damage they caused, as every time they returned to perform work, they damaged more of our house, made a mess of the floor, and left items when they went home. They had to return 3 times to fix problems and never did fix all the deficiencies I listed.

  
  They cannot even calculate the bill properly for me either. They subtracted the *** off the $1500.00 and only subtracted that amount of the bill. This is just another incompetency about this company.
  I still do not have an accurate bill today, so how can I pay them when they have copmpleted everything?

  
  I sent them an email on Nov 11 **************************************************************************************************************** during this installation. They just did not say anything about the damage hoping we will not see it. This company has tried to hide every defect or poor workmanship, there is no one overseeing our installation and we are very frustrated with this.

  
  Dealing with the damage to the back door is NOT a warranty issue. This was installed with the company knowingly installing a damaged product. That is why consumers do not pay a company the full amount until the work and the product is installed competently. I do expect them to install a back door that is in good working order that is not damaged, this is what I am paying for.

  
  The solution is very easy here, Centra has to return to our house and replace the back door, and fix the sheet metal work and caulking at the front door. I will then pay them the remaining amount.
  Its not that I dont want to pay them, but they have to professionally complete this installation providing a product that is not damaged, and use skilled workers who can competently complete this job. We cannot say enough about how terrible the workmanship and the delivered product has been with Centra Windows.
  
  

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

  

  Business response

  27/01/2025

  Hi ******, we have been advised that a revised invoice with the credit amount has now been sent to you. Our apologies that this was incorrectly processed initially and for the delay that caused.

  Customer response

  27/01/2025

   
  Complaint: 22758220
  
  I am rejecting this response because:

  Sending us a bill is not a resolution to the poor installation of products and workmanship.

  Centra windows still has not resolved the damaged back door that they installed at the time of the installation knowing that the door was damaged.
  They have not addressed the poor installation of the metal work and caulking around the front door.This is not a warranty problem. its a problem with the company doing extremely poor work and not caring about the products and workmanship that they provide.They are extremely unprofessional. This work should have been addressed in November when I sent them an email regarding this work, which they ignored.
  We did receive a bill that was emailed, the amount is finally correct. We are happy to pay the bill in full when the damaged door and caulking is resolved, this is still part of our installation that needs to be corrected before final payment is made.
  
  Sincerely,
  
  ****** ****

  

  Business response

  14/02/2025

  Hi ******, we understand our director of single family retail was in touch to resolve the issue and the team has now been to assess and address concerns. Thank you for raising these issues with us and please reach out if you require any more assistance.

  Customer response

  16/02/2025

   
  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.

  Yes, one of the companys directors of single family retail in ******* did finally reach out to me to resolve the issues. I am satisfied that he will resolve the companys deficiencies in the next few months. However,they will not be able to resolve these deficiencies until winter is over, as the company waited to long in dealing with their poor installation. Now I have to wait another couple of months to have this completed.
  The Calgary office Branch Manager ***** Bot, and the Sales Consultant *** ****** did not want to work with me to resolve and take responsibility for performing an extremely poor window installation of 12 windows and 2 doors in my home. This is very sad, I would not recommend Centra window to anyone in the ******* area if these two individuals are employed in thier Calgary office.
  
  Sincerely,
  
  ****** ****

• Initial Complaint

  01/02/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On Jan 25, 2024, Centra Widows replaced 5 windows in my house. The installers were clean, fast, and efficient. That is not the problem. I had applied for current rebates under the Clean **** program. I told this to ********, the salesman. He failed to inform me that the rebates did not apply to the windows that he recommended and were ultimately chosen, but that they did apply to upgraded windows. Although more expensive, the rebates would have more than covered the difference. By neglecting to provide full and relevant information about the choice available, Centra has caused me to miss out on thousands of dollars in rebates.

  

  Business response

  02/02/2024

  Thank you for taking the time to leave feedback.
  
  As per your conversation with *************, the sliding windows you chose were most suited for your renovation.
  
  Rebates would have required you to upgrade to the most efficient windows, which would have meant going with casements with thicker frames and triple pane glazing.This would have impacted your view and also would have been considerably more expensive, to the point where the rebates would not have covered the difference.
  
  Our sales representatives always advise on the most appropriate and cost-effective options for a project, which in this case, given the context provided, led to the package of Classic Sliding windows you opted for.

  Customer response

  05/02/2024

  
  Complaint: ********
  
  I am rejecting this response because: This does not address the issue: namely that despite the salesman being informed that I qualified for the Clean **** rebate at first meeting and the eligibility code being emailed to him when received 6 days later he did not inform me that the windows he recommended did not qualify for the rebate until after they were installed two months later. Information that the salesman knew was relevant and important and would have influenced my decision to proceed with the recommended windows, or not, or with more expensive windows was withheld. By omitting relevant information that would have influenced my decision Centra Windows has caused me to miss out on nearly $5000 in rebates.
  
  Sincerely,
  
  *************************

  

  Business response

  27/02/2024

  Hi ***,
  
  Thank you for your patience throughout this process. We are committed to resolving this matter and have offered three fair options:

  Option #1:         Centra will supply &install 1 new 6 Patio Door at no cost.
  Option #2:        Centra will issue a cheque for $1,614.00 for the rebate amount you would have received over and above the extra cost of the rebate qualified products ($4,750 rebate less the extra cost for the 2600 series product of $3.136.43 = $1,613.57)
  Option #3:         Centra to remove &dispose of the newly replaced windows (non-eligible products) and replace the home with new ***** eligible 2600 series product for $3,136.00 plus gst.  

  Wed invite you to reach out to Sales Manager ******************* if you would like to proceed with any of the three options presented.

  Thanks,
  The Centra Team

  Customer response

  01/03/2024

  
  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,
  
  *************************

  Customer response

  01/03/2024

  
  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,
  
  *************************

• Initial Complaint

  20/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Initial Instal was Aug 23 and scheduled as 1 day A subsequent day in mid Sept was required to finish the job 4 months later 4, possibly 5 of 7 items (5 window, 2 patio doors) installed are INCORRECT or DEFECTIVE Dates for correcting deficiencies etc keep getting pushed forward month after month New timeline in January

  

  Business response

  21/12/2023

  Hi **, we apologize sincerely for the unexpected delays and we will work to rectify these issues as soon as we can.

  Customer response

  21/12/2023

   
  Complaint: 21037600
  
  I am rejecting this response because:

  it just states Centra will resolve as some point.

  it is unacceptable to have:

  - not completed this single day project 4 months after the install date (Aug 23, 2023)

  - and as of this BBB complaint still not have a timeframe for completion

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

  

  Business response

  28/12/2023

  Hi **,

  We understand the frustration regarding the delay. Someone will be reaching out after the holidays to provide you with a date to fix the issue.

  Customer response

  29/12/2023

   
  Complaint: 21037600
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

  Customer response

  07/03/2024

   
  Complaint: 21037600
  
  I am rejecting this response because:

  Nothing but LIP service from Centra Windows on BBB site

  Another month has passed w/ DEFICENCIES still outstanding.

  It has been more than 6 months - UNACCEPTABLE.

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

  

  Business response

  19/03/2024

  Hi **, we apologize for the delays encountered with this project. We hope that everything has been completed to your satisfaction following the team's visit on March 15th

  Customer response

  19/03/2024

   
  Complaint: 21037600
  
  I am DELAYING this response because:

  Team has shown up - deficiencies rectified, BUT awaiting conformation of exactly what window upgraded were installed.

  I believe a refund of approx $410.00 will be due once window upgraded are verified from Centra
  
  Sincerely,
  
  *********************

  

  Business response

  21/03/2024

  Hi **, thank you for your swift response. No worries at all; we look forward to hearing back when you are completely satisfied with everything.

• Initial Complaint

  20/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contracted with Centra windows for the installation of 3 windows on November 30, 2022. This contract for services was achieved after 2 separate site visits (totalling over 2 hours) with two of their experienced renovation specialists. I received financing approval and have relied on my contract with Centra to make deposits with other ******* ***** installers. Centra advised on December 9, 2022 that they are cancelling my contract outright which jeopardizes my deposits with other ******* ***** installers. There is no reason that 2 of the 3 windows cannot be installed by Centra, which was admitted to me by phone by Emily P*******, VP Marketing but as I understand also Centra's Regional Manager, in our call on December 16, 2022. If Centra had any concerns about replacing the one window with a door, that was never once conveyed to me before our contract was signed on November 30, 2022. I contracted with this company relying on their BBB accreditation and multiple consumer choice awards. * ******* **** ********* ** ********** ********** ***** **** ******* ****** ** ** ********* ******* ****** ******* *** **** **** ********* ******* *** **** ** ******

  

  Business response

  22/12/2022

  Thank you for your feedback regarding your experience. We had hoped to be able to work with you on your window and door renovation on your beautiful **** home. When your project was reviewed by our install manager it was flagged due to the complexities of the install due to the age of your home. Our hope is to always exceed our customers’ expectations and with your project, we recognized that we would be unable to do so. We still hope to be able to provide you with your product needs once you have found a contractor that has the expertise you are looking for. 

• Initial Complaint

  19/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  background we own a 1989 mobile home 2012 we had the aluminum windows replaced with vinyl windows except 1 bathroom that we were told was too small to get in vinyl . We had a home inspection done by a eco company they used a thermal camera to show where the heat was escaping from before and after the windows were installed to see how much of a difference they made and got some money back as a rebate. 2022 it was getting hard for my wife to open some the windows( *** ** * ********** ****** ******* ) and the kitchen window had a cam opening device with a horrible screen in front of it my wife had to use a stool to push the window out to open it. So we decided to have centra windows come in and give us a quote on new windows and to also replace our outside doors .on aug 16 2022 a salesman showed up and went over our house very first thing he said we had no flashing on any of our windows the last installer made a big mistake than preceeded to tell us what a horrible window that company installed in our kitchen they would change it out for something better. He also said they could install a window in our bathroom getting rid of the last aluminum window at a cost we agreed on he came up with 2 nicely colored doors and 10 windows installed for 29117.98 plus financing which we agreed to. Nov 7 2022 they came to install we had said we wanted old windows and doors they just started breaking cutting the screens too late to say anything about them got the 2 doors though. they kicked out the 3 front windows with feet i was told by my wife while i was at work that night the front window pooped right out of the frame. so the big issue is poor installation they took 3 days to install i complained about open space in the door they didnt install right was told to put warranty claim in poor installation not warranty now we found out they not only didnt flash above the windows they didnt seal around them either leaving my old mobile open for wind moisture and bugs to get in much more

  

  Business response

  21/12/2022

  Efforts were made to communicate and reach a resolution on the 16 of December on a call that was prematurely terminated by *****, as well as two prior visits by our service technicians. Our install teams are professional, and would not undertake any action when removing windows that was not necessary. We have completed the work we were contracted to do and received sign off on this work from *****'s wife. If there are further service issues that require attention we are happy to help, however proper and respectful communication is necessary in order to do so.

*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. ↩