Complaints

• Initial Complaint

  13/06/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Capital windows replaced my French doors with a sliding patio door. The door was installed crooked and leaning in to the house. It was installed in the winter and the flashing was bent and leaking after installation. Some water damage began on our floor so we reached out a few dozen times through phone and email which is all documented. They showed up a few times agreeing with the mistakes at install and even pointing out other mistakes we had not noticed. Telling us it would be fixed and someone would be coming by. No one has been by and now our floor is completely ruined. We had just redone our entire floor before they installed the door. At this point they won’t return emails or phone calls and **** who says he’s the boss will not let me speak to the owner and will not give me his last name. This is becoming very frustrating not be able to speak with anyone or have any of our emails returned. The 3000 door we had installed has now caused at least 10,000 in damage. I’ve given this company months to fix this issue that has turned into a major problem and I can’t wait anymore for them to come repair their mistakes I must hire somebody to repair this work before the water damage starts to affect the structural.I see by all the complaints here on the *** this is the norm for this company.

  

  Business response

  24/06/2023

  Good afternoon ***.

  I totally understand your frustration and I would like to again apologise for the inadequate response from our team regarding your patio door installation. Thank you very much for coming in to our office and discussing how we can solve the issue to our mutual satisfaction. 

  I will send another team to fix your flashing next Wednesday as agreed. 

  Regards,

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

• Initial Complaint

  15/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  - Payment made October 14, 2020 - $5,120 paid to Capital Windows Inc. - committed to sale of 6 windows with installation with a 25 year, non pro rated, no charge transfer warranty on products & services provided - one of the said windows was improperly installed, with a screw being driven improperly, leading to malfunction of the window for the tenant - in an attempt to minimize costs, Capital windows ordered a replacement pane to be installed into the frame. But once pane had arrived, and installer came to replace the pane, the installer realized that the company ordered the wrong pane size for the broken window--> so the window was unable to be repaired at that time - window has remained unfinished with molding off for over a year now - dozens of calls have been made to Capital Windows by the customer, many, maybe most of which were never returned - despite the promised 25 year guarantee, which in August of 2020 the estimator expressly and emphatically mentioned any problem would be very swiftly rectified by the company should there be any issues (which he said there would not be and had never been), the company has still yet to reach back out to us to do the replacement of the defective window - no tracking number has been provided - in addition to this issue with the specific window, the subcontracted installation team was terrible to deal with, negligent in their installation, and did not even finish the job entirely as had been agreed upon between the estimator and the client, e.g. due to a difficult to reach area, installer was simply not going to insulate the better part of one of the larger windows, windows were not installed according to standard manufacturers recommendations - client had to put a stop payment on invoice payment in order to get the company to finish the job properly

  

  Business response

  18/05/2023

  Dear ******* ******

  First of all, we completely understand your frustrations in this matter and please accept our apologies. 

  We have had your correct replacement window for over 6 months in our warehouse. Once we received it, we tried repeatedly to get a hold of you but there was never any answer. Only after you reached out again in the spring, we told you that we have your window but don't have a crew that is available to work in Quebec due to a licensing issue and we are working to get that situation resolved so we can continue to offer our services in Quebec.

  It is my understanding that the window has now been installed to your satisfaction .Unfortunately we are not able to offer you any compensation as it is not part of the warranty coverage .I trust this situation is resolved to your satisfaction and again I want to apologize about the delay and any inconvenience  this may have caused you .

   Sincerely ****** ****** 

  Customer response

  02/06/2023

  Hello Mr. ******. 

   

  Below here is the response to you sent to me May 18, 2023 into which I have written responded to each statement and claim in RED CAPITAL LETTERS.  I will end off outlining a few more points, indicating why I believe the very modest sum of compensation money we have requested is entirely warranted.

   

  "Dear ******* ******

  First of all, we completely understand your frustrations in this matter and please accept our apologies.  I DO APPRECIATE YOU EXPRESSING THIS SENTIMENT.  

  We have had your correct replacement window for over 6 months in our warehouse. Once we received it, we tried repeatedly to get a hold of you but there was never any answer.  BOTH MY WIFE AND I BOTH HAVE VOICEMAIL ON OUR PHONES AND NO MESSAGES WERE EVER LEFT TO ASK US TO CALL CAPITAL WINDOWS BACK.  THIS IS SOMEWHAT HARD TO UNDERSTAND.  MY WIFE DID CALL ON APRIL 28, 2023 AND WAS TOLD THE WINDOW WAS IN AND THAT CAPITAL WOULD BE IN TOUCH SHORTLY TO HAVE IT INSTALLED.  THIS DID IN FACT HAPPEN NOT LONG AGO. (May 17, 2023)

  Only after you reached out again in the spring, we told you that we have your window but don't have a crew that is available to work in Quebec due to a licensing issue and we are working to get that situation resolved so we can continue to offer our services in Quebec.  THIS LICENSING ISSUE, WHILE UNFORTUNATE, DOES NOT PLAY INTO THE ISSUE AT HAND HERE.  AT THIS POINT, GIVEN THAT WE FIRST CONTACTED CAPITAL WINDOWS ON FEB 22, 2021, INDICATING THAT THERE WAS A PROBLEM WITH THE WINDOW, AND THAT JUST RECENTLY IT JUST GOT FIXED (I.E. THE GUARANTEE TOOK 2-1/2 YEARS TO BE HONOURED,) IT IS EVEN LESS RELEVANT TO THIS MATTER.

  It is my understanding that the window has now been installed to your satisfaction.  THE WINDOW HAS BEEN INSTALLED IN A REASONABLY SATISFACTORY WAY. 

  Unfortunately we are not able to offer you any compensation as it is not part of the warranty coverage.  CAPITAL WINDOWS IS ENTIRELY CAPABLE OF GRANTING THIS EXTREMELY MODEST SUM OF COMPENSATION, WHETHER A PART OF IT'S "WARRANTY COVERAGE" OR NOT.  GIVEN THE INORDINATE AMOUNT OF HEADACHE-BOTH TO GET THE WINDOW FIXED (2-1/2 YEARS AND DOZENS OF CALLS, ALONG WITH THE INITIAL POOR WORKMANSHIP & ATTITUDE OF THE INITIAL SUBCONTRACTORS DOING THE INITIAL INSTALL OF THE WINDOWS, IT SEEMS ENTIRELY REASONABLE THAT THE CLIENT BE GRANTED SOME COMPENSATION.

  I trust this situation is resolved to your satisfaction and again I want to apologize about the delay and any inconvenience  this may have caused you.  THE SITUATION IS NOT RESOLVED TO OUR SATISFACTION WITHOUT A MODEST MONETARY SUM BEING GRANTED.  IT HAS BEEN EXCEEDINGLY INCONVENIENT AND AGGRAVATING AND WE HAVE FELT SO BADLY TREATED SINCE THE TIME THE SUBCONTRACTORS SHOWED UP AND HAD TO BE BABY-SAT SIMPLY TO DO THEIR JOB IN THE RIGHT WAY, E.G. JUST TO INSTALL INSULATION AROUND ALL THE WINDOWS AS MENTIONED WAS A CHORE "

  Please see the initial complaint Mr. ****** for further details.

  Finally, here is a list of all the calls that we had to make, to Capital simply to honor the terms of this contract.  A few of these dates being CWs calling us.  32 attempts and interactions to have this problem rectified, not to mention the initial headaches and calls/time wasted trying to get the inintial install done right...seems like a lot of our time wasted and an utter disregard by the company.

  I trust that you would agree with this sentiment Mr. ******, and ask that you attempt to make more substantive your apologetic sentiments by granting us this compensation.  

  1. Feb. 22, 2021
  2. March 22, 2021
  3. March 23, 2021
  4. April 1, 2021
  5. April 6, 2021
  6. April 19, 2021
  7. April 26, 2021
  8. May 14, 2021
  9. May 18, 2021
  10. May 25, 2021
  11. May 26, 2021
  12. July 21, 2021
  13. Sept.13, 2021
  14. Sept. 17, 2021
  15. Sept. 23, 2021
  16. Sept.28, 2021
  17. Sept.29, 2021
  18. Sept.30, 2021
  19. Dec.17, 2021
  20. May 31, 2022
  21. June 1, 2022 - **** (installer) came to install a pane --> it was the wrong size
  22. June 2, 2022
  23. June 6, 2022
  24. June 8, 2022
  25. Oct.21, 2022
  26. Oct.27, 2022
  27. Nov.22, 2022
  28. Nov.25, 2022
  29. Dec.2, 2022
  30. April 16, 2023
  31. April 18, 2023
  32. May 16, 2023

   

   

• Initial Complaint

  15/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  1. We signed the contract, agreed on the price $14500. Contract says they are responsible to pass the inspection. They received all documentation of the requirement from engineer and inspector before they started the work. They didn't say anything about extra money. But they raised the price by $3500 in the middle of the work leaving me no choice but keeping working with them. If they have told me that they want extra money, we could work out a plan, e.g, I only buy windows from them and hire another contractor to install. 2. Before signing contract they told me I don’t have to do anything but I actually had to do a lot: They piled dirt around all 4 window wells and along backyard fence at the property line. Hurdle along fence is high enough to create water puddle whenever it rains or snow melts. Neighbor complained to me. I had to rent a mini excavator from **** ***** to take all dirt they left. It took a full day. 3. They left egg-size stones everywhere on the lawn which are very hard to get rid of. The stones need to be picked up by hand one by one next spring. It is extremely dangerous when lawn mower blade hit on them. People may be seriously injured. If that happens, we have to sue them. 4. They are responsible to pass the inspection but now it fails and they disappear. They never show up again after receiving my cheque. They install windows for living and their team leader, *****, said they used to install 20 windows in a day but they still fail the inspection. They received all documentation from the engineer and the inspector. They knew exactly what they were required to do. To name a few of the failure: window well casings are too low, No insulation to protect window headers from water damage, etc. if the window headers or foundation have water damage or anyone is injured or dies because their egress windows, window wells or metal casings are not up to code, we have to sue them.

  

  Business response

  04/01/2023

  This has been taken care off. Customer was supposed to cancel this complaint.

• Initial Complaint

  26/08/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I spent about $10,000 having Capitall Window install 2 window and a door in November 2020. In February of this year, I noticed a wet spot and staining on the decorative trim of the inside of the window they installed in my laundry room. In addition, water was coming under the door they installed. Capitall attributed the water stain on the trim to "humidity" in the laundry room and the water coming under the door as a landscaping issue. I reminded them that the "humidity" and the "landscaping" had not changed and that the prior window and door lasted more than 30 years without incident. Several visits later, from very unfriendly Capitall employees, they finally had to confess that both the window and the door were improperly sealed and applied silicone. However, instead of installing a new interior trim , the Capitall employee reattached the stained water damaged trim and proceeded to drive a nail through the casement of the window - making matters worse. And then they left. Several calls and emails to **** from Capitall Windows over the past few months have either gone unreturned or he will assure someone will come to fix their mistakes then they don't come. I have told them I would have no choice but to escalate the matter to the *** but that doesn't seem to make them act either. I am hoping that you can intervene. I truly regret ever contracting with Capitall Windows and now understand why their prices are about 30% less than their competitors. I am attaching two pictures, the first shows the window with the water stain initially back in February (which **** says is humidity) and the second shows the window now (after Capitall windows came to "fix" it). They have pierced the window casement making matters worse.

  

  Business response

  01/09/2022

  Hi ***** I am not sure as to why you are resorting to the *** since we have addressed all of your issues with your window and your door. In fact, I have went above and beyond and did extra work for you at no charge. The only thing that you are still not happy about is your aesthetic look of your trim whereas a nail is apparently is sticking out and its stained due to the fact that you didn't paint it. In fact you can paint right over it and the stain will disappear. This complain is misleading on many levels. We have spent a lot of time trying to understand why your window is leaking. It is not always easy to see the cause. If it was determined immediately that simply extra silicon was required, we would have been more than happy to do it just to close that service call and get on with our lives. It was not about admitting or not admitting to anything as you suggest. It was about identifying the cause and finding the right solution which we did in the end and your window is not leaking any more. You have spent a total of $3,832.96 including tax and not $10,000 as you suggested. I did ask **** to stop by and pull out the nail for you but he didn't have a chance yet due to the overwhelming demand in our industry and lack of labor. I believe he has been in touch with you already and will stop by soon.

  Regards,

  ****

  Customer response

  01/09/2022

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

  The owner of Capitall windows won't accept responsibility for the company's workmanship and instead places the blame on the customer.  I have had most of the windows replaced in my home by one of his competitors, and all of the trim installed by the competitors remains primed - not painted.  None of them are discolored or stained because I "failed" to paint them.   I sent the owner several picture and videos over a number of weeks, showing the stain widening and water damage spreading to the drywall below the window. When the trim was removed, I sent another video to **** showing a steady drip coming from the window cavity.  After a number of visits, Capitall employees admitted that the exterior of the window was not properly sealed at the time of installation, and it was for this reason that water was entering inside and that the trim was stained - their words not mine.   It wasn't because of humidity in the laundry room or because I didn't paint the trim as the owner has stated in emails to me or in his post here.

  It is true that Capitall employees did come to my home and make efforts to address the window and the door.  However, it took considerable effort to get them to come, and the window isn't resolved as the owner suggests. I reminded him of this on many occasions.  The individual who "resolved" my window took that same water stained piece of trim and proceeded to reattach it by driving the nail through the casement of the window.  I am attaching the picture of the window as it currently is.  I don't know how one could conclude that Capitall Windows "resolved" the issue or that my complaint is a minor aesthetic one.  In addition, instead of asking me to paint the water damaged trim, why can't Capitall Windows supply a new one?  How much does a piece of primed trim cost, and as a window installer, wouldn't you already have some readily available?  

  It saddens me that I had to resort to *** and I did give ample warning to Capitall Windows that I would have no other choice if they wouldn't respond or fix the issue.   I have received a call from a Capitall employee who said he would call me next Tuesday fallowing the long weekend, and that he will come next week to resolve the matter.  I hope that that will be the case, as I too would like to get on with my life.

   

  Sincerely,
  

  
  **** *****

  

  Business response

  02/09/2022

  Dear *****

  This will be resolved next week. We will install new trim. I agree that the technician should have changed the trim instead of reinstalling it. 

  Regards,

  ****

  Customer response

  02/09/2022

  
  ****** ******** *******
  
  I have reviewed the response made by the business in reference to ********* ** ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** *****

• Initial Complaint

  27/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Capital Windows installed two doors, a bay window and bedroom window in late December 2021. The issues include the following: 1. Frost build up on the inside frame of the bay window. The company tried to blame this on humidity inside the house, and condensation, however there was no condensation on any of the windows. 2. The original installer did not lower the "sweep" on the side door, causing snow to enter the house. 3. The original installer did not install the doorbell as promised. 4. A second installer was sent to replace the front door. The door does not close or lock correctly. We contacted the company in January immediately after noticing the frost build up and asked for an in-person inspection. Our request was ignored. We contacted them again several times in February and March asking them to schedule a time to rectify the poor job done by their installers. The ******** **** **, has said they will assign the job to an installer who has failed to contact us to rectify the issues. One of their own installers acknowledged the errors made by the original installer, but they have yet to make the corrections.

  

  Business response

  27/03/2022

  Dear *******. 
  There is no reason for this *** complain. 
  We are neither ignoring or suggesting that your frost issues are solely due to humidity in the house. I can tell you that nearly 99% of such issues are indeed humidity related so the first step is always check humidity levels. ***** did come out attempting to fix your windows but unfortunately he had to come back due to lack of new drip cap which should be replaced. We should have been in better communication and probably could have avoided this *** complain, so please accept our apologies. We are also very busy just like everyone in renovation industry so time is always precious and we have been short staffed in the last few weeks. I apologize for the delay but we will try to get to you as quickly as humanly possible!
  Thank you very much for your patience 

  Customer response

  12/04/2022

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

   

  You have provide sufficient time for our response.  A follow up message would have been appreciated, and more appropriate than closing the file without knowing the status.  

   

  The company completed the repairs as requested.

  *******

*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. ↩