Complaints

• Initial Complaint

  09/12/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Business is soliciting door-to-door and ignoring signs for not soliciting. Seeking to start a confrontation when asked to leave the property.

  Business response

  09/12/2024

  Hello and thank you for making us aware of your experience. When there's a non-solicitation sign we try our best to avoid the home whenever possible, unless we miss it. and most certainly we DO NOT try and start a confrontation. I will make sure the field leadership team looks closely at the address and identifies who the field marketer is so we can train up on this one. our sincere apology and gratitude for your making us aware. 

  Thank you again,

  *** *******

  President. 

• Initial Complaint

  12/06/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Brookstone windows started installing windows at our house we realized quickly the damages being done to our property and let them know. Instead of resolving the situation they asked for full payment and did not complete the job but claimed it was completed. They have now tried to put a lien on our property and the job is just sitting here incomplete

  Business response

  12/06/2023

  Hi, we had agreed to a payment term and the customer didn't meet those terms. I have all of the documentation to support this including the text message from the customer telling us to proceed with legal claim. In addition, we tried to communicate with them multiple times and no response was given. We are happy to come back. In order to do so, we need to see a bank draft in hand at the time of arriving for the amount owing and we will complete the work and collect payment. If they agree to this we will NOT charge them any legal fees associated with the claim. Please advise asap. Thank you

  Customer response

  14/06/2023

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

   

  the job is incomplete but full payment is requested 

  the payment that is being requested also includes a window we did not receive 

  Clean up costs incurred 

  Missing arm to curtain rod 

  there are only 2 curved windows the rest do not have flashings or casement complete 

  we have contacted numerous window companies to help us understand why windows were just installed and left like how they are they can not understand why when it shows that only the curved ones were to be taken care of by owner

  we asked for a revised bill you did not finish or do all the work 

  we will pay a revised invoice of you providing windows and doors and installing the windows except for 4 of them 

  and no install doors 

  and which the doors were noted to sales rep to have chrome hinges (they are black)

  right away we told installers why are holes drilled in the doors we were proving our own specialty hardware and the holes are incorrect size that was also noted at time of order to sales rep 

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

  Business response

  16/06/2023

  Hi. Our legal team has reached out to you to try to resolve the matter. At this point I'll have to refer any further communication to them. What was listed in the response has been delt with at the time including revision on price and project scope that according to our records was approved by you at the time. Again, all of the details and proof on what has transpired as well as any further negotiations will have to go through our legal team at this point. I know they reached out last week I'll followup again today and ask them to do the same. Thank you 

• Initial Complaint

  02/06/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Brookstone windows and doors have installed two patio doors for me at 1215 *********** **** Windsor Ontario .since they installed there has been water leak .their crew have been there many times ,they could not find the leak problem .finally the owner mr S****** he gave up and said we are not sending anymore contractors to correct the problem .you have other problems and he wished me good luck to find the problem myself .their products and installation are life time warranty .finally I hired an experienced home inspector to analyze the problem .Me S****** said I am not allowed to go to their office and requested the report to be sent by the registered mail .mr S****** on June 1st replied he received the report ,he said he is not sending a contractor to fix the issues mentioned in the report.he said we believe everything is done correctly and we will settle in the correct .my phone number is **********. Pls keep the address **** ***********  Confidential .just pls use the **** ********** **** for the reply .I had mentioned to mr S****** to hire an experienced contractor to find the issues but he never cooperated .

  Business response

  02/06/2022

  ******* **** *** ****** *** ******* ******* ****** ********** ******* ****** *************************
  We have spoken with Mr. M****** multiple times and been to his house multiple times. We re-installed the doors as per his request and put additional blueskin under the doors per his request as well (at no charge). We are confident everything was done properly and the issue is outside of our control. Mr.m****** has been verbally agressive with our team and as a result we've asked him not to enter our premises. He threatened legal action against us multiple time and until a formal legal action comes forward as we discussed with him multiple times we're not taking any further action on this case. We have all of the documentation and pictures to support our position and we can make that available. In addition he no-showed us on the day we were once again (sixth time probably) going to check the issue. Should you require more information and all the details please don't hesitate to ask. It was mr. M******s position to hire a "home inspector" and we recommend he address the issue in whatever way he sees fit. Our liteime warranty is on all defects associated with products or installations and after multiple visits and re-installation it's clear the products are not defective and there is something happening around the structure or in terms of water egress which is beyond our capabilities to repair or identify.

  Customer response

  06/06/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Mr S****** was advised to hire a professional to look into the problem many times .He believes his worker have done perfect job .he has not showed up even once to oversee the problem .if there was no leak I would not have hired a home inspector .in the report it clearly explains what the defects are .after viewing the report with all the defects he still believes they have installed everything right .it is very simple please hire your own qualified home inspector if their report comes defect free,I will give up and I will truly apologize to mr S****** and his staff for all their time and effort .thank you

  Business response

  30/06/2022

  To clarify we did NOT advise Mr. M****** to get any inspector. He threatened that he will and that there will be a cost back to us. Obviously he is free to do whatever he pleases. As we explained, we came out multiple times, we re-installed the door as per his request, we put blue-skin down below the door as per his request. we checked it again and again and the door was functioning properly. We are certain that the leak has(had) nothing to do with the door.
  We will not be hiring a home inspector or any other inspector. I will arrange for our senior service tech (with decades of experience) to once again go to his home and take another look. Based on report we will proceed accordingly.
  As I also said, he threatened us multiple times with legal action. We told him to proceed as he wishes.

  Business response

  04/07/2022

  We have no further response at this time. Thank you.

*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. ↩