Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:05/08/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I consulted with Canadian Choice Windows and Doors to ***lace my windows in a condo complex I did not look at any other window providers as I had a great experience using the same company in ********They sent one professional who took all the measurements and we discussed one window in the front of the complex which has a casement window and of course must remain a casement window.That ******** then had a second ******** come to my place to recheck measurements .he did not speak a word of English We again stood in front of that window to discuss casement issues The first ******** was the interpreter It was made perfectly clear what needed to be to be done with that special window. There were 3 windows which were not to be ***laced and stated it had be same colour as those 3 at the top.He assured me he knew what the colour was and did not request any samples from me Later he asked for a colour by text I asked the board member and provided that colour to the ******** I signed the contract and did not check measurements as I thought they were the professionals The windows finally arrived and there was no casement window and the frames were yellow I have tried to sort out the issues with CCWD . They take no responsibility. They have gone down the road that I did not ask permission from the condo board for window ***lacement and colour.The condo board has not asked me to ***lace all windows just the casement window and the colour.CCWD stated that I chose the colour and therefore my problem .I finally had a meeting with a manager and the service person who had come to my house he stated that he had chose a colour himself not the one I provided and had added it to the contract after signing **** *** doubled down on the condo not giving permission for windows and I should have provided a colour sample. I was never asked for one by the service professional from the outset I paid for new window and CCWD now expect payment for frame painting with lesser warranty

  Business Response

  Date: 06/08/2025

  Hello!

  This has been an ongoing case for over a year now, unfortunately. We have been in constant communication with the client.

  All the decision client made is in writing to support the agreements we had.

  CCWD shared the responsibility of the the color change on the windows even though it's solemnly our client's duty by the contract to run the color samples by condo board. **** deals only with clients directly.  

  The window measurements and design were included into the contract, which client has willingly signed. At this point as a gesture of good will nonetheless we have lowered the price for the window replacement as much as we could. The window is installed and functioning as expected now. 

  CCWD has agreed to provide windows repainting service on our end and deliver the promised result. We're very close to finalizing the project. Having this complaint filed seems unnecessary. 

• Initial Complaint

  Date:11/07/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We signed a contract with Canadian Choice Windows & Doors based on their clear assurance that the ************* Loan would cover the full cost of the windows and doors they recommended. During the sales process, they noted that the optional retractable screens might not be covered, but confirmed that the doors themselves would be fully eligible for the loan. We relied on that information in making our purchase decision.When the loan approval came back with less funding than expected, we immediately raised the issue and asked for lower-cost doors that would fall within the program cap. This was before installation, but we were told the doors had already been fabricated and could not be changed. That left us with no ability to adjust the order, even though we were trying to fix the issue.We are now left with a $******** out-of-pocket cost that we did not expect, did not agree to, and actively tried to avoid. Canadian Choice has acknowledged the timeline but continues to place full responsibility on the Greener Homes Loan program.Canadian Choice did offer a $*** refund as a gesture of goodwill. While I appreciated the intention, this does not resolve the core issue. The shortfall is significant, and the offer does not reflect the financial burden created by their guidance and the lack of options we were given once the error was identified.?Desired Resolution:We are asking Canadian Choice to either:- Refund the $******** difference, or - Replace the installed doors with models that fall within the $***** per-door program cap and refund the difference. We raised the issue in good faith, acted quickly to address it, and were left without a fair solution. After multiple attempts to resolve this directly, we are now pursuing formal options.

  Business Response

  Date: 15/07/2025

  Hello!

  We have addressed this issue in emails through the company.

  As we explained before, unfortunately, as a private company, we do not have any control over the funding decisions or eligibility criteria set by the ********************* Loan program. These limitationsincluding the $***** cap per doorare determined solely by the program administrators. We were not provided access to your energy assessment or informed about this specific funding cap at the time of your purchase. We only became aware of it when you brought it to our attention, and weve done our best since then to investigate on your behalf.
  Despite this, Canadian Choice has fulfilled its obligations in accordance with the signed agreement. Your products were custom manufactured based on the contract specifications, and installation proceeded within the committed timelines. At the time the issue was raised, the products were already in production and could not be modified without incurring significant loss.
  That said, our project manager offered you a courtesy refund of $400 as a gesture of goodwill, which we hope reflects our sincere effort to support youeven in circumstances beyond our control.

  Customer Answer

  Date: 15/07/2025

  
  Complaint: ********
  
  I am rejecting this response because the issue is not about the Greener Homes Loan cap, but about the fact that Canadian Choice explicitly told us the loan would cover the full cost of the doors they recommended, and that the only risk of ineligibility was with the retractable screens. We relied on that assurance when making our decision.
  
  When we learned that the loan would not cover the doors, we immediately requested lower-cost alternatives before installation, and were told it was too late. We were not given the chance to avoid the $******** shortfall, despite acting in good faith and within a reasonable window.
  
  The $*** goodwill offer does not resolve a problem that was created by the companys own misrepresentation and inflexible process. Canadian Choice may have fulfilled the contract as written, but that contract was entered into under incorrect guidance.
  
  Sincerely,
  
  ******* *******

  Business Response

  Date: 17/07/2025

  Its important to clarify that while we provided guidance based on the Greener Homes Loan details available at the time, we are not party to the program itself and do not have access to individual assessments or final eligibility determinations. 

  We recognize that you requested alternatives once you were made aware of the shortfall. However, by that point, your custom doors were already in production, and changes could not be made without significant cost. While we regret that this limited your options, we proceeded according to the contract and timeline that had been agreed upon.

  The process was outline to you from the start of the project. Once the contract is signed, we proceeded with the measurements and then into the production. We followed the procedure and made the process transparent. Yes, we can advise through the process, but we cannot be made responsible for the decisions customers make or Government. 

  Customer Answer

  Date: 18/07/2025

  
  Complaint: ********
  
  I am rejecting this response because it continues to avoid the core issue. This is not a dispute about the Greener Homes Loan or what the government did or did not approve. The issue is that Canadian Choice explicitly assured us that the loan would cover the full cost of the specific doors they recommended, and that the only potential exception was the optional retractable screens.
  
  We relied on that guidance in good faith when we signed the contract. When we discovered the shortfall, we raised it immediately and requested lower-cost doors that would fall within the programs limits. This was before installation, but we were told the doors were already in production and no changes could be made. We were denied any chance to avoid the shortfall, despite acting quickly and reasonably.
  
  Canadian Choice is now trying to shift responsibility to the customer and to the government, but the situation only exists because we were given incorrect information at the point of sale. That is not a matter of misunderstanding the program but rather it is a matter of being misled, then left with no options when the problem was identified.
  
  That is why I am rejecting this response, and why I continue to seek a proper resolution.
  
  Sincerely,
  
  ******* *******

  Customer Answer

  Date: 24/07/2025

  Original agreement attached. 

• Initial Complaint

  Date:21/11/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contracted Canadian Choice Windows & Doors to supply and install 19 windows & 3 doors in my house in the spring of 2024. The job was completed in late May. I had to get a service person out to adjust one of the doors within the first month. When the weather started cooling off in early fall I noticed several cool drafts in the house that were not there with the old windows. I requested another service person come out and check the insulation around the ********************************************** This person found some problems with the foam around some windows. This service person advised me that many drafts were coming from how the windows outside were finished. The drafts only got worse as the weather got colder. The company gave me the run around for a couple of weeks, then finally sent another service person out yesterday Nov 19 and this person said there was nothing that could be done after this much time had passed. I brought to his attention that in my opinion, the main problem stemmed from the fact the windows were made the wrong size to start with, but he tried to say that this is the way the windows are made now. I know this is not true and I want Canadian Choice to correct the problem before I have to pay higher than needed heating bills this winter. I hope the ****** can help me.

  Business Response

  Date: 26/11/2024

  Hello!

  We're truly sorry to hear about the concerns.

  CCWD never dismissed them and came out to look into each of them.

  This past visit was supposed to be followed up with the customer with another booking.

  This service visit is supposed to suggest adding foam to avoid eliminate draft in the future.

  We did not consider this cases closed just yet.

  If client is ready for that, we'd like to proceed with communication via emails as we did before in direct manner.

  Thank you!
  

   

  Customer Answer

  Date: 27/11/2024

  It is my opinion that there needs to be some sort a membrane or air tight water proof tape put over the nailing strip and it needs to be wide enough to cover the nailing strip plus the cut back on the stucco that the instalers cut and removed when they were removing the old windows. I can not understand why the nailing strip is 1/2 inch away from the wall in the first place. It appears to me that the windows were made to be set flush over the stucco, but after the installers cut the stucco back the windows were to deep to sit flush on the out side. I feel that each window opening needs to be shimed out to the proper depth and then the membrane or water-proof tape be installed properly. The last service person who came here tried to tell me that this ts the way that windows are installed now. I worked in home renovations for several years and I know these window are not done right. I look forward to having this problem fixed quickly and properly.

  Business Response

  Date: 03/12/2024

  The width of the windows typically exceeds that of a standard wall. In some cases, the construction of a house involves thinner plywood, necessitating adjustments and the addition of extra plywood by our installation teams. In contrast, other companies may leave the installation as is, merely adding foam and considering the task completed, as they often do not prioritize the house's specific requirements.

  In many instances, the precise width of the wall in an older home can only be determined after the removal of the existing windows, which is why windows are generally ordered based on standard measurements. Furthermore, the responsibility for red tape and blue skin falls under the purview of siding or stucco specialists.
  

  We trust this explanation clarifies the rationale behind our approach to window installations.

  Customer Answer

  Date: 06/12/2024

  I have not yet recieved any more direct communication by e-mail or any other form of contact from Canadian choice windows & doors about my problem with the improper install of my windows & doors. I would like to discuss what I feel is the proper way to try and eliminate the cold drafts that are being felt in my house since the install. It is quite apparent by my gas bills for heating my home will be close to or exceed 50% more than last winter. I took on the expense of replacing the windows & doors with the hopes of cutting down the amount of my heating costs, not increasing them. I am not sure what they have tn mind for foam but what ever it is I would like for a **** from **** to come out here and show me what their plan ts and I can show them what I feel is the best way to address this situation at this time. I would like to point out that there is a lot of winter yet to come and if I have to continue to pay high heat bills, it is going to be tough to afford based on my pensions. 

  Customer Answer

  Date: 12/12/2024

   
  Complaint: 22584796
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** ******

  Customer Answer

  Date: 12/12/2024

  The explaination about the possibility of there being a difference between the thickness of the walls in my house being diferent than a standard size could be possible, but why did they send a person out here to re-measure the windows including the depth of the walls before the windows were finally ordered? It is my opinion that if all their windows were made the same depth than the *** that done the final measuring should have explained to me that there would be this diference and it would be up to me to deal with the issue myself. The other problem I am left with is the instalers cut & removed the stucco about 2 inches back from the brick moulding on the old windows so now with the new windows not having brick moulding I have a strip of bare wood about 3 in. wide all around each window on the main floor. It is my conclusion that this is where the cold air is getting in now making my house colder than it was before the windows were changed. I can not understand why the old windows were removed in thts manner and also why was I not notified that it was my responcibility to seal off the exterior of these windows. The last service person that was here told me that most customers that find problems ***ort them to the company within 2-4 weeks after instalation. My windows and doors were done in May and there was no cold weather then to notice how bad the drafts were. It is my opinion that this company is taking advantage of me because I am a 75 year old senior living in a small town away from the big cities and caould not or would not raise an issue about the way I have been treated. I will never recommend this company to anyone.

  Business Response

  Date: 17/12/2024

  Hello!

  For everyone's piece of mind we can send a professional installer to advise on site and see if there is anything else that can be done to the draft.

  Please allow us 10 business days for that.

  Thank you!

  Business Response

  Date: 13/01/2025

  We have been dealing with the situation these days. 

  CCWD will adjust the installation in such a way that the customer is able to finish their house with new siding.

  The client is updated and the situation is under control.

  Thanks!

  Customer Answer

  Date: 13/01/2025

  There ts a person here right now attempting to address my concerns. Some of the work this person is doing will make my job easier when I am ready to install the siding in the spring, but he has yet to do anything to block any of the cold drafts that are coming into my home due to the shabby work the origanal installers did and just left the job as done. I am not prepared to accept what is being done right now as a fix, not untill we get some more cold windy weather so as I can see and feel if this solution is going to cure the problems. Until I am satisfyed the drafts are stopped I am stating that I am not satisfyed with the responce I have gotten.  Respectfuly Arthur  French

  Customer Answer

  Date: 21/01/2025

  It is  eight days since the installer was here and I would like to report that I am still not satisfyed completely. The installer told me that he was going to cut all the nailing strips off all the windows on the main floor, fill any voids with foam and or silicone in order to make the installation of the * trim for the siding more level then apply ** PEX around each window. The tape and wrap is to be permanent, but when I went to replace the siding around the one window that I had previously done the siding on this one wall, I soon discovered that the trim still would not fit properly so I had to cut the tape only to fond a large void that had not been filled with foam or silicone. This installer was all so supposed to seal under the 3 door *****. There is no sign he even tryed to seal these, there fore I still have cold air coming in around the ************* is becoming very obvious to me that the only way I can get these draft problems resolved is to fix them my self. I am willing to do this myself if **** will provide the foam and silicone plus a reasonable refund to pay me to do their installers job then I will consider this complaint resolved.  ****** ******

• Initial Complaint

  Date:18/07/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  New windows were installed in 2021 and 2 of them were installed improperly, without any flashing to keep water from doing behind my siding. This has resulted in the rotting and moulding of my house. I now need to have the damages repaired, fix their mistake and likley purchase some new siding.

  Customer Answer

  Date: 18/07/2024

  Yes, the windows, installation and service come with an automatic, transferable 25 year warranty. 
  

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

  Customer Answer

  Date: 22/07/2024

  Yes, I first contacted the business in the spring of 2023 when I noticed the leak. They said it wasn't from them, so I hired a company to fix the damages and seal around the patio door. The leak then began again in spring of 2024 and I again contacted them. I was told to get a home inspection with a report stating that it was the windows leaking, which I did, and that is what the report said (that they were installed incorrectly and should be fixed. They still denied that it was them and refused to honour their warranty. I've attached the home inspector's report for  reference

  Customer Answer

  Date: 22/07/2024

  Yes, I first contacted the business in the spring of 2023 when I noticed the leak. They said it wasn't from them, so I hired a company to fix the damages and seal around the patio door. The leak then began again in spring of 2024 and I again contacted them. I was told to get a home inspection with a report stating that it was the windows leaking, which I did, and that is what the report said (that they were installed incorrectly and should be fixed. They still denied that it was them and refused to honour their warranty. I've attached the home inspector's report for  reference

   

  
  

  Business Response

  Date: 24/07/2024

  Good afternoon, 

  we have looked over the inspection and no where in the inspection states "Canadian Choice Windows and Door is at fault". 
  We do not touch the siding when we do a renovation. we simply remove the old windows and add  the old one. the blue skin and take its taken cared of by the builder at the initial stage when the house is build. As well the inspection was done after the siding was removed, which the leakage could have happened is many ways including some issues with the original built. 

  The office at this moment has contacted the managers to personally call the customer to see how they can help her through this situation. 

  Customer Answer

  Date: 26/07/2024

  I originally sent the home inspection to Canadian Choice on June 28, 2024 and still nothing has been resolved. I am waiting for them to answer me about what exactly they will fix, and so far nothing has been done. 

  The home inspector has also stated that it is out of the scope of their work to assign blame for damages and due to liability, would never put something like this in an inspection report. However, the report does state that the leaks and subsequent damage came from windows that were improperly sealed when they were installed. As Canadian Choice was the one who installed the windows, logic would say that they are at fault for the damages due to said improperly installed windows. 

  I am eager to get this resolved and just want the damages caused by these windows repaired, especially now that it is raining and I have no siding on one whole side of my house for over a month waiting for resolution to this issue. 

  Business Response

  Date: 26/07/2024

  Hello!

  As we mentioned before, since the inspection of the leakage by the third party was done AFTER the siding was removed, it cannot be conclusive. 

  We cannot compensate all the expenses based on assumption and what was called "logical" after the windows installation to happen to the windows.

  The customer should not have removed all the siding prior to all the inspections. As soon as CCWD was notified of the issue, the customer has received all due attention and consideration. 

  As a compromise in this case, we can offer 2 windows reinstallation.

  Please let us know if you'd like to proceed.

  Thank you!

   

   

• Initial Complaint

  Date:09/05/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In January of 2024, I had saleperson *********************** come to my house to give me a quote on new windows. One of the reasons for choosing this company is they advertised the federal ***** and no interest loan on new windows. After settling on a price, the saleperson sat with me and explained the process for the rebate as well the bridge financing to cover the cost of windows till the no interest loan takes effect. He told me that all documents would be filed on my behalf and all I had to do was watch for emails from the government regarding the rebate and interest free loans. I followed all emails I received and recently received my rebate cheque. However when I contacted the federal government department that handles the interest free loans, they had no record of a file being opened under my name. I was very upset that the saleman did not follow through with what he promised. After contacting the company, they changed the story to say it was up to me to start the loan process. However the salesperson has contratdicted himself in a few converstaions, the first saying did you not get an email. Now they are saying I should have initiated the process. Again this goes against what was told to me when the sale took place. Now it is too late to apply for the loan as the work cannot be completed before applying for the loan. I am not forced to payback the loan to the bridge financiing company at a interest rate close to 10%. This is going to greatly increase the price of windows and I would have never gone ahead if I knew this was going to happen. The company refuses to accept any responsibility

  Customer Answer

  Date: 10/05/2024

  See attached sales contract as requested

  Business Response

  Date: 14/05/2024

  Hello!

  Thank you BBB for looking into this.

  The client is absolutely right saying that our sales representative suggested to help with the rebate process.

  However, it's only a favor as a proof of our nice customer service.

  The very first email our client received from Canadian Choice stated that it's only customer's responsibility to take care of the Government ******************** (please see attached).

  The customer even had Energuy coming over for inspection organized again as a good will gesture by our sales representative.

  The application was filed, after which the client had to receive an email from the government with preapproval and the rest of the process description. 

  It could not be sent to Canadian Choice Windows (CCW). So, if client did not hear anything back, it was advised to reach out on his own.

  We at CCW do not feel that we should be covering any payments on the client's request.

  We're sorry to hear that the client did not have all the process finalized, but at the same time we are not the responsible ones here.

  Thank you!

• Initial Complaint

  Date:23/10/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I put down **** on ***** of windows.Was told 6 months no payments 6 months no interest. Windows were installed and next day I received a bill for remaining amount. Monthly payment ****** per month and 18% interest starts the day installed. I had signed 3 contracts , the final contract stated six months, no payments six months no interest. Not its not even 3 months, its interest starts now.I called the company 3 times not one call back about the error.I have only received texts from sales agent- now actions taken from her just excuses and 1 more day one more day . I have now started dating and screenshot it all conversations with the sales agent. When I talk to the company, the companys paperwork all states six months no payments six months no interest. I have cancelled a vacation for October 29 as I now have to come up with $6400 because Im paying 19% interest as of day one. Im not a lawyer with contracts, but I have talked to a lawyer on what to do here and he says to ask for my old windows back because he knows theyre in the trash and play hardball. I just wanted what I paid for.

  Business Response

  Date: 27/10/2023

  Hello!

  Thank you for notifying about the complaint.

  As far as we are concerned, we have been in constant communication with the client and the issue is closed at this point.

  Customer Answer

  Date: 27/10/2023

  I was forced to pay off the loan 3 days after install, I received zero days no payments and zero days no interest. They didnt stick to the agreement. I had to cancel my vacation to pay it off . Complaint is 100% valid, still wish to have formal complaint filed 

  Customer Answer

  Date: 30/10/2023

   
  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

  Date:02/10/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a front door and back door from Canadian Choice. For the back door we wanted to add a dog door. Our salesman ***** said they could do that at the time they were making the door. We went over 3 good choices of dog doors based on his experience. One of the doors our neighbor had so i said i wanted to see if they liked the door and would get back to him. I texted him pictures of the door on April 25th (picture attached). He said he would pick it up. It was one of the 3 that he suggested. When the back door arrived the screen in the window was ripped. I called ***** their service manager as suggested by *****. They came out and fixed the screen, but a couple days before they came for the screen i called ***** again telling her that the rubber around the door that they installed has warped. It warped because it was not installed correctly. She sent out a tech to fix this problem, but all he did was reverse the rubber and it is still warped and when it snows or rains it will go into the door causing mold and whatever else. ***** has been adamant that because i bought the dog door it is my responsibility to get a replacement part. Why should i do this when i paid them to install it. I have called our sales rep ***** a few times and texted him, but he does not return my calls. I email ***** and she only says that when we get a new part they will install it for me for free because i am a customer. I should not be responsible for a part that they installed. I have tried multiple times to get a resolution, but they are no longer responding to me. The only response was to make me look bad on a ****** review by *****. I want my door fixed before it snows because i don't want to have to pay for another door because of they poor quality of installing the dog door. I want it fixed or they can come get the door and refund me. I have more documents of emails and text messages that i can send if you need them.

  Business Response

  Date: 02/10/2023

  Hello!

  Yes, we are ware of this case already. 

  We have visited client twice to investigate and deliver remedy if possible.

  The door was remedied indeed. However, we did not supply the door. It's not our product and warped plastic has nothing to do with installation as discovered. Amazon would have changed the part under warranty and we offered complementary installation of the part afterwards. It seems only fair. 

  Yes, ***** ( our sales) suggested to buy the door on Amazon, but client made their choice on their own among several sellers based on additional recommendations ( please see a screenshot of the correspondence attached).

  We have closed this case as we have nothing else to offer to this client. 

  Thank you!

  Customer Answer

  Date: 03/10/2023

  I have spoken with the ** and her name is *********   She agreed with me and has ordered another door and the installation was not completed properly.   *********** manager who has replied to the complaint does not share the same opinion as the General Manager.   We have bypassed her and the ** is doing everything to help fix the door that was installed incorrectly in the first place.

  Please close this file at this time.   If they do not fix the door, which i believe the ** will do it, i will submit another complaint, but for now i am satisfied with the action being taken by the **.

  Thanks very much

   

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

• Initial Complaint

  Date:10/04/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Canadian Choice Windows and Doors have an unfinished job. When the windows and doors were installed, dated February **, 2023, the living room windows side cover or liners if you called that is not the right size. The guy that checked it said it will be ordered but will take propably 2-3wks. The last time I called probably sometime March **, 2023, the lady told me that it just arrived and the installation guy will call to set up an appointment. It is now April *, 2023 and nobody called me. The job has been fully paid on the installation date and follow up with them was the worst.

  Business Response

  Date: 10/04/2023

  Hello!

  There is no need in opening this dispute as you have correct information about the missing items.

  Your request was to have service done on a Saturday and our service technician haven't been working on Saturdays lately, it's not his usual schedule. Weather permits, we should be able to come on a closest Saturday. 

  Feel free to reach out to us directly if you need clarification, we always respond to your emails and phone calls. 

  Thanks! 

• Initial Complaint

  Date:13/01/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of transaction:August 18, 2022 Amount of Money: $12,357.14 ******* services: to supply and install Egress windows in basement at my home.Nature of the dispute: The sale person (****) have inspected our place, sold me windows. At that time, he told me I did not need to apply for a Building permit from the City and I only needed to call the City to mark the power/gas lines for digging. Then I was told a week before the windows are arriving that I needed to apply for a building permit. So I eventually applied for this project, but the City required me to get/hire Structural Engineer professional opinion on the viability or safety concern which turned out to be unsafe to install Egress Windows so, we were forced to abandon this project as it was unsafe. But ****** Choice Windows says it's too late to cancel as they already have the windows and they will lose money as they have windows they cannot use or it will take them a long time to sell them. They said I cannot cancel the contract as it's pass the 10 days and they will charge me for the windows they can install. My order consisted of 4 basement windows (1 needs to be enlarged and 2 were brand new cut outs) and two windows for the main floor (pre-existing). I even ask them to refer us to their Engineer they use in their business, but when I contacted this Engineer, he told us ** ****** ** ** *** **** **** **** ******* *******. That tell us something about this company.Please BBB help or guide us how to deal with this company. I feel it is unfair that they failed to properly advice me to in this project and used their business experienced about safety concerns for such project of Egress windows in the basement. Just a side note: In the sale agreement the prices were not shown as itemized but just a lump sum total...which is a bit tricky. I admit I was not an experienced person dealing with contractors who are not upfront and somewhat tricky. With all the stress, time and extra money I have to spend, I am being penalized for something beyond my control (unsafe project) which should have been the responsibility on this company as they are in this business for years. I am only asking to refund my $1000 deposit... which reasonable as the reason for cancellation is unsafe to proceed. Thank you BBB for your help.

  Business Response

  Date: 18/01/2023

  Hello, ********!

  To be fair we have to mention several details of the story. The contract that was signed by you and Canadian Choice Windows and Doors (CCWD) had an open statement about client's responsibility of such things as permits. This is not even a dispute. 

  Also, our branch manager decided to cooperate with you on the matter and removed those basement windows from the contract, those were deducted and the contract was revised, but the order contains several other windows for the house too, so there is no return point in production indeed.

  As we see it we accommodated the customer needs and the project can be pursued further. 

• Initial Complaint

  Date:04/01/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We had 2 quotes for new windows. ******* and Canadian Choice. Canadian choice promised far more and have now underdelivered on it. We ordered 10 windows and did not plan to order a new patio door. However the salesperson ******* said why not get one as we will get a rebate of $*** on it along with rebates of $*** each for all the windows. After installation, when ******* have come for the second inspection for the rebate process i find out some real worrying information. Our windows that open have all really low ** ratings(which would not have qualified us for the rebate). We also found out that the patio doors are so poor that they dont qualify for any rebate at all. The only reason we qualified for a rebate was the ** rating. This has left us feeling very frustrated that we have been promised quality windows and ended up with very poor rated windows and broken promises about rebates . We asked our Sales rep for clarification on the rating and she has been unable to provide any real information other than a link that says the higher the ** rating the better the window, which goes against her sales pitch of quality windows and the actual ** rating of our windows. They are as low as 32 on most windows. I pushed for answers, ******* then sends through a screenshot of a message about pizzas and olives trying to justify ** ratings, that just added insult to injury. She is now ignoring my messages.

  Business Response

  Date: 05/01/2023

  Hello!

  Thank you for sharing your perspective of the matter.

  Please let us put some light into the misunderstanding as that's what it is.  

  We've been participating in rebate programs for quite some time and have never had any issues.

  All our sales people are trained to let customers know that our doors do not participate in the program, not because they are "so poor", but because they were not tested yet.

  Thus, there could not have been a promise for the $*** door rebate.

  As for the ** rating of the windows. It's worth mentioning that client had all this information at the stage of the quotation, it was not a secret.

  It's important to understand that ** rating is secondary to be considered in the windows efficiency, U-value comes first. The ** is advised based on the location of your home: South or North facing windows. It should be just the right balance to serve accordingly - just the right amount of gaining and preserving heat in all seasons throughout a year. 

  Energy Star suggests that ** rating needs to be advised based on the zones a country is divided into (****** in our case). Please see the ******** documents in this regard. Minimum ** should be 29 for our zone in *******, whereas this particular order of windows has 32 and 38. 

  As for the "pizza" analogy. Not sure what was found insulting. The information was meant for an internal use in the company, it was a quote from the ******* in a simple language for our sales representative in the past (that's the point of an analogy). 

  As it stands the product is functioning at its best. 

  Hopefully, it's understood much better now.

  Thanks!

  Customer Answer

  Date: 06/01/2023

  
  Complaint: ********
  
  I am rejecting this response because: the response has conveyed information that was never given. Can the company please provide the proof that we only talked about UV being the main factor. I did not even know what this was until I spoke to the *******. The sales pitch is based solely on the ** rating. The salespersons even sent through a link that stated that all windows are based on Energy Ratings, the higher the Energy Rating the better the window. The statement about the patio is nothing short of fabrication. The salesperson sold us the new patio door based solely on getting a rebate. We had no intention of getting a new door and our quotes from the other company would show that. We only ever wanted windows as the patio door we had was in good condition. To suggest we have fabricated a situation that the salesperson did not say there was a rebate is unacceptable. We only chose the patio door because there was a further rebate. For the salesperson to suggest we had all the information is incorrect, we were never told what the energy rating was and we were never told that the windows and patio doors would qualify on their UV rating. If this is the case then why did the ******* tell us specifically that the windows were poor for ENERGY RATING for new windows. If it was based solely on UV rating why factor in the **.  The reply from the company is not a truthful reply. The pizza analogy, if it was an internal memo, then why was it sent to me? I asked for information understanding energy ratings, Canadian choice by their reply seem its acceptable to send an analogy about Pizzas and think it would not insult a customer? That tells me everything about the integrity of the company. I dont accept this brush off reply and I am now left with low quality windows. How do Canadian choice know the windows are functioning correctly, they have not followed up to ask, yet again another statement thats not correct.  
  
  Sincerely,
  
  *********************************

  Business Response

  Date: 09/01/2023

  The information was given in a quote in a way of numbers (please see ********). All these ER UV numbers were mentioned right away. Thats what we meant.
  As it stands right now, the windows specs correspond to this particular property demands. If we were to sell product different, we would face actual problems with functioning in ******* conditions.
  Pizza analogy was sent because it uses simple explanations for people, who are just learning to understand the whole ER and UV. Integrity has nothing to do with this.
  You cannot possibly call this set of windows poor as you have to see them in operation, which will prove them serving well for the purpose, individual purpose of this property.
  About the patio door. At this point the story turned into he said, she said. There is no written confirmation of either way. The patio door does not have a case,as they do not participate in the program.