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Consumer Complaints

BBB Accredited Business since 28/07/2011

Roberge et Fils Inc.

Phone: (613) 224-1917

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Customer Complaints Summary

2 complaints closed with BBB in last 3 years | 1 closed in last 12 months
Complaint TypeTotal Closed Complaints
Problems with Product / Service2
Advertising / Sales Issues0
Billing / Collection Issues0
Delivery Issues0
Guarantee / Warranty Issues0
Total Closed Complaints2

Complaint Breakdown by ResolutionAbout Complaint Details

Complaint Resolution Log (2)
09/09/2015Problems with Product / Service | Read Complaint Details
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Complaint
A side door was replaced by Roberge, but the replacement door has resulted in air leakage & drafts in cold weather.
We contracted with Roberge to replace all the windows & doors of our home in 2013. This work was performed in the Fall of 2013. Roberge (Jeff S********) inspected the side door the first winter after the installation and agreed about the drafts and about being able to see a lot of daylight at the side of the door. Mr. S******** arranged for the Service Department to inspect the door. The Service Department came out, inspected the door, and adjusted the sweep at the bottom of the door which reduced some of the draft at the bottom but did nothing for the draft at the side of the door. The installer was also supposed to come out, but for a variety of reasons, never did come to our home or inspect the door.

We called Jeff S******** again and he came out again and agreed we could still see an appreciable amount of day-light at the side of the door and that we still had drafts from the door, but we had to wait until the next winter when the air was cold enough the track the drafts properly. The Service Department came out again and this time replaced the moulding at the side of the door. This eliminated most of the draft & day-light from the side of the door, but we still had significant air flow at the bottom of the door.

We called Jeff S******** again and he came out again and agreed there was still a draft. Jeff arranged for the Service Department to come out again. The Service Department came out again. They made a further adjustment to the bottom of the door and then said that the problem was not with the door or the fittings - but was instead related to the dryer vent on the exterior of the house (located approximately two feet away from the door). This theory was that the drier was pushing out warm air that (somehow) freezes the wooden boards around the door and that this (somehow) results in letting cold air blow in under the door. Their solution was not for them to fix the draft, but instead for us to redirect the drier vent so as to prevent the warm air/cold air conflict near the door.

We have spoken with the store manager & Jeff S******** several more times through Spring & Summer of 2015 about getting this problem resolved but no one appears able to persuade the Service Department to take this problem seriously. We have repeatedly explained:
- the drier vent has been situated in the same place for as long as we have owned the house (17 years), and
- we never experienced this problem until after the door had been replaced, and
- the Service Department has already found & fixed two other problems related to drafts with this door meaning the chances of a 3rd related problem are fairly high.

Roberge refuses to address the issues with the poor workmanship related to the replacement of our side door. Furthermore, they have warned us against having another company resolve the situation as having another company fix the problem would somehow invalidate the warranty from Roberge...a warranty which we have not yet been successful in convincing Roberge to honour to date.

Desired Settlement
The door and door opening have to be fitted properly so as to eliminate the drafts that have been caused by the replacement.

The door either has to be removed and replaced with a more appropriate door which seals properly, or the door Roberge has installed has to be modified to as to seal properly.

Business Response
We have installed the customer's side door in Sept,2013.
On January 21st,2014,we went to do an adjustment on the door sweep since it was letting air coming in.
We went back on June 5th,2014 to check if anything was wrong since the customer was still complaining about air infiltration,but the temperature was to mild for us to see.
So we went back on Feb 23rd,2015.We removed the interior mouldings to check if insulation was missing.It looked OK,but nevertheless we added some just to make sure .
The door is not showing any default,so is the installation.But the ice on the door is real.
We noticed the dryer vent nearby the door,the melted snow with dryer lint at sill of the door.Warm air blowned by the dryer causes the weatherstrips to freeze and therefore cold air infiltration.
We then recommanded that the customer diverts the air coming from the dryer vent.A plywood sheet beside it would do.
We are convinced that's the cause of the problem.
If by any unlikely chance the problem persists,we will take proper action to resolve it.
We ask the Customer to follow our recommandation.
We wont let him down. we stand behind our reputation,products and craftmanship.
Christian V*********

Consumer Response
(The consumer indicated he/she DID NOT accept the response from the business.)
The company's response continues to ignore the basic facts of the situation:
1) The dryer vent was in place before the door replacement, and had been so for approximately 20 years. During that 20 years we did not experience drafts from the door. The drafts only started AFTER the door was replaced - which indicates it is highly unlikely the dryer vent is/was the source of the problems now being experienced.
2) The company acknowledges they have already found two deficiencies which they have had to correct, but are unwilling to consider that there may be any others. Instead they are requesting I make modifications to my home to accomodate the door replacement BEFORE they investigate further.

This reposponse in unacceptable on two levels:
1) the installation has been proven (by the company) to be flawed.
2) the company is ignoring it's warranty responsibilities to repair deficient installations.

Final Business Response
We don't know why the Customer says the installation was proven to be flawed.We never said there was a problem with the installation.
We first went to do an adjustment on the door sweep,which soetimes we have to do.But it doesn't mean there is a problem with the installation.
We went back to the customer's request since he was still feeling drafts and ice was building on the weatherstrips.
We checked the insulation by removing the interior mouldings of the door.It appeared to be OK,but we nevertheless added some to make sure.
We are not trying to ignore our warranty responsability.We pretty sure that the problem comes from the dryer vent near the door.We have recommanded that the Customer diverts the air coming from it.It should solve the problem.
We know this is not what the Customer wants to hear,but it is our position.
If the customer doesn't want to follow the recommandation,we are affraid we are going in a no issue with this.
Christian V*********


Final Consumer Response
(The consumer indicated he/she DID NOT accept the response from the business.)
The company admits they have had to make two adjustments to the door and installation in order to address the problems with drafts. These adjustments to the door and the way it was installed have partially mitigated the problem.

But rather than either continuing to work to address the initial installation problem until it has been rectified or addressing the problem by way of honouring their warranty, they are taking the easy way out - simply staying in their offices and pointing to a drier vent that never caused any similar problems for the over 20 years before Roberge changed the door. This is nothing more than a stalling tactic.

Roberge should direct their "Service Technicans" to fully resolve the problems with their product and their installation before trying to deflect blame to unrelated matters. If Roberge's "Service Technicians" are truly not capable of resolving the problem, Roberge should bring in qualified personnel from another company to rectify the situation that Roberge's "Service Technicians" appear to be incapable of dealing with.

02/05/2014Problems with Product / Service

Industry Comparison| Chart

Windows & Doors - Installation & Service, Windows, Doors, Windows - Installation & Service, Doors - Repair

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