Business ProfileforPioneer Windows & Doors

Please see the attached documentation which includes a letter to you the BBB, figures, as well as the receipt/contract for the work done. I hired Pioneer Windows and Doors on July 14th 2020 to replace one living room bow window, a dining room window, two bedroom windows, one basement window, and my front door. The total cost of the service was $10,500.00 which included both the purchase of the windows and the install. This has been paid in full and the work was completed on October 3rd of 2020. The windows included a lifetime warranty. The original contract is included at the end of this document. The primary reason for the window replacement was to address a draft with my old living room bow window. I specifically requested the new window install be properly insulated and sealed to prevent a draft moving forward. This was not done and in fact the draft problem has been made considerably worse with the new window. Ice can now be seen forming along the bottom of the new window on the inside of my home despite my home heating being set to 22ºC. This was never experienced with the old window. The second major issue of concern is that each new window installed by Pioneer now has excessive moisture buildup along the window sill and frame inside my home. This is leading to regular and consistent mould growth along the window frame and caulking. The company maintains that the issues related to moisture buildup are a result of high humidity levels in my home, passing the blame onto me. This is despite my home having two dehumidifiers and a normal humidity level of 35%. Normal home humidity levels are between 30-40% in winter and these levels should not leave condensation along windows (1). I believe that the moisture present on the sill and frame of the windows is a result of poor insulation leading to unnecessarily cold windows and excessive condensation. I have contacted the company on several occasions to have them assess and repair the window install. The business has all but outright refused to do any additional work with the windows. The business appears to be buying time with this as it has now been approximately 1.5 years since the window install and no real effort has been made by the company to assess or repair the window install. On the single occasion they did return to my home the business manager requested that the contractor conduct repairs and the contractor outright refused to do any additional work on the windows. In addition to this I have been told by the company that having anyone else repair my window install will void the warranty included with the windows. In January of 2022 I had a home inspector assess my windows to the best of their ability (note they are not experts on window installation). The home inspector noted several aspects of the windows as being satisfactory to poor and requiring replacement, repair, or servicing. The inspector noted that a window expert should be consulted for a full assessment. The official report of the inspector can be made available upon request. The two major issues outlined above are in addition to both messy and sloppy workmanship on the install of each window. It is difficult to outline all problem areas with the windows as each window was installed poorly and sloppily. *************************************************************************************************************** I am reporting this complaint to the Better Business Bureau in hope that you are able to help me resolve this issue with Pioneer Windows and Doors. Pioneer Windows and Doors no longer has my trust to assess or repair their window install. Ideally I would like a refund for their subpar service. These funds would then go toward a proper repair/replacement of the windows. Thank you for your time and assessment of this complaint. I look forward to speaking and working with you further.