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:24/03/2025

  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.

  Mar.25 we signed a contract for two complete exterior doors Mar.26 we called in to simply change the color of one outside door frame from white to black We sent a number of texts in July asking about our doors.July 29 we found out there was an increase amount of $577.50 due to our color change. We called three other reputable companies and NONE would increase their price for any color changes. The managers explanation was merely that the new color requires more labor, materials and time.Aug. 06 @ 3:05PM received a call to confirm (as previous emails) installation of doors for Aug. 07 (9-10AM)@ 3:20PM received a call stating they want second payment ($3316.80), even though our contract states second payment is due upon DELIVERY. We reluctantly paid this amount plus service fee of $82.92 Aug. 07 at 10:30 this company was a NO SHOW.!This company was completely disrespectful to both me and my wife, they are completely untrustworthy and frankly performed their duties inappropriately and in a criminal manner.Because of there actions, there is NO possible way we would EVER allow them onto our property to perform work on any project!

  

  Business Response

  Date: 16/05/2025

  The client placed an order for two exterior doors on March
  25.
  Between March 26 and March 28, the client requested to
  change the exterior color of one of the door frames from white to black.
  This change was confirmed via text message and reflected in
  an updated agreement sent and signed through DocuSign, which includes proof of
  IP address and timestamps.
  The additional charge of $577.50 was due to the increased
  labor, materials, and time required for custom painting. This is standard
  industry practice, and we are unaware of any reputable company that offers
  custom paint changes free of charge.
  The client disputed the validity of the revised contract;
  however, we provided documented evidence—including communication logs and
  DocuSign records—that confirmed his consent.
  Multiple attempts were made by our team to schedule
  installation. At one point, the client stated he wished to cancel, claiming
  delays. However, we had the product ready within the expected timeline.
  Once payment was completed, installation was scheduled. Our
  team arrived at the client’s property on the agreed date and time. Upon
  arrival, the client refused the installation, stating he no longer wanted the
  doors.
  The client initiated a credit card chargeback to recover the
  payment. We provided Visa with full documentation of the order, signed
  agreements, and communication records. Visa ruled in our favor and returned the
  funds to us.
  The client then attempted a second chargeback, which was
  also unsuccessful.
  He pursued a higher-level appeal through Visa, which
  required 180 days for investigation. Again, after thorough review of the
  evidence, Visa ruled in our favor.
  After these repeated disputes, the client recently contacted
  us again and requested installation. We have scheduled this for May 20th
  between 9:00–10:00 AM.
  Should you require any documentation to verify our
  statements, we would be happy to provide them.
  

  Customer Answer

  Date: 21/05/2025

   
  
  Complaint: 23105391
  
  
  
  I am rejecting this response because:
  
  
  Please see attached pic as apparently there were too many characters used to submit on this form.
  
  Sincerely,
  
  
  
  Chris Beattie

  

  Business Response

  Date: 21/05/2025

  Tell us why here...Thank you for your message.
  We would like to clarify that Window Mart has honored all terms of the agreement as outlined in the signed contract. The doors you ordered are custom-built, and as such, they are non-refundable and non-returnable once production begins, as clearly stated in the terms and conditions.
  We understand your concerns regarding the color change and associated costs. However, any changes to product specifications—such as door color—require additional materials, adjustments in production, and coordination, which result in added charges. Custom-painted doors are not offered free of charge, and this is standard across the industry. This charge was reflected in the amended contract you signed.
  Despite multiple attempts from your side to cancel the order or dispute payments through MasterCard or Visa, production and delivery proceeded as scheduled. Installation began yesterday, May 20, and is expected to be completed today, May 21.
  As part of our commitment to transparency, we will be attaching photos of the product currently being installed, which reflect the specifications agreed upon in the signed contract.
  We would also like to remind you that when a contract is signed, both parties accept obligations. Our team has consistently worked to fulfill our responsibilities, from production to delivery and installation.
  We remain committed to completing your project professionally and addressing any concerns within the scope of our warranty and service standards.

  Customer Answer

  Date: 02/06/2025

   
  
  Complaint: 23105391
  
  
  
  I am rejecting this response because:
  
  This is getting tiresome by us saying the same thing over and over again. We have emails/tests and pictures to prove our complaint. Window Mart has lied and are lying. They have NOT honored ALL terms of the agreement. Color change prior to actual measurements is NOT a cost increase and this is a standard in the industry. They canceled our agreed to installation date of August 7 without a phone call, they send their installation team on August 8 without any confirmation from us. They make us pay the second payment prior to delivery to site - NOT part of the contract. They go PAST the 30 days of contractual obligation date, so we follow their rules and send a registered mail with cancellation instructions. NO response whatsoever! Service fees for credit card use change from 2.3 to 2.5 without warning, another money grab. We are always having to initiate conversation with them

  
  Sincerely,
  
  
  
  Chris Beattie

  Customer Answer

  Date: 03/06/2025

  We are retired and do not sit in front of a computer all day (infact we don’t even have a computer, we are using our IPad), waiting for an email to arrive in our inbox. Window Mart has employees whom do sit in front of their computers all day long.

  Unlike Window Mart, we are not familiar with your web site as this is our first time using it. We did however recently notice that Window Mart added an email. I’d like to address this particular email on two very valid points.

  1) they record all phone conversations, so please get them to play the recording where they called us to cancel the August 7 scheduled installation. They won’t, because they can’t. Because it NEVER happened - they are lying!

  2) they also said they won’t send their installation team out on August 8 because we never confirmed with them. They did infact send out their installation team to our house on August 8th, once again they lie.

  Customer Answer

  Date: 06/06/2025

  Yes, physically the new doors were completed on the second day (May 21), however there are deficiencies with the front door.

  1) “Custom Color” has at least three different areas that have blemishes and require touch up paint. Apparently Window Mart had to order this from the factory and according to them, they will call me to book an appointment for this

  2) the aluminum cladding was a total MISS on our front door. They just installed some cheap painted black wood trim. We spent a lot of money getting ALL our windows and doors wrapped with black aluminum cladding for long lasting with zero maintenance appearance. We stated from the very start (original salesman) that this was critical that this cladding be replaced (obviously with the black color). The installation on the back door (May 20) was done without me even saying a word. It’s like finally something is going right! But when they said they were done with the front door, we are now left with this high maintenance cheap wood frame that is facing South and gets sun all day long, all year long!

  3) there was black silicon used to finish the entire wrap of this wood frame, but there is a section on the top that is a miss and needs to be addressed. When the old door was removed the installer pointed out how some bees had entered our wall and started a nest. The complete sealing of ANY OPENING is critical!

• Initial Complaint

  Date:12/03/2025

  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.

  Purchased a window from window mart online (July 2024). Order did not show up on the scheduled delivery date (as explained by the vendor: driver had a family emergency)Window arrived the following day with packaging in a distressed state as though it may have been unsecured during transport. Advised company of concerns regarding the shipping/handling of the window. When I went to install said window (October 2024) the bottom corners of the frame dropped out damaging the glass insert Contacted the company regarding the failure of their product (October 2024) Employee who was dealing with my complaint left the company. I had to reinitiate contact with the company in the new year(Jan 2025). Company reordered vinyl frame and sent. When asked where the glass was they said they were not providing. After jumping through various hoops and submitting photos of the catastrophic failure of the frame they informed me they had no resolution. My complaint is that I was served up a lemon that was mishandled in shipping and handling.

  

  Business Response

  Date: 12/03/2025

  Thank you for reaching out regarding the complaint filed by ****** ******. We appreciate the opportunity to address this.
  The agreement between Window Mart and the client was a "supply only" contract, covering delivery of one glass insert without installation services (Customer Satisfaction Report has been signed by the client without any notes). The client later reported frame damage, which we resolved by providing a replacement.
  Now, the client is requesting a new glass insert, but per attached files, the damage occurred during installation, which was not part of our agreement. As the contract clearly states, post-delivery damages, including those during installation, are the clients responsibility.
  We always strive to support customers, but this issue falls outside our contractual obligations. Given the provided documentation, we request the removal of this complaint.
  Please let us know if you need further details.

  Customer Answer

  Date: 17/03/2025

   
  Complaint: 23051850
  
  I am rejecting this response because:

  Window mart has pointed out that the contract was a supply only contract.  This would suggest that the company is required to supply a window that is capable of being installed.  
  

  The window frame that I received was cracked and fatally flawed in its construction from either their low quality construction ir mishandling of the window.

  
  When window mart scheduled the delivery date we agreed on a date that I was home to receive the window.  They did not show up on the agreed date (admitted by window mart because of their drivers family emergency).  It is my opinion that the window that was later delivered to me had been unsecured or struck by an unsecured load during their transport.  
  

  Window mart is alleging the glass insert was damaged during installation (and is not their responsibility )however as can be seen from the photo of the frame provided to BBB, the glass insert was damaged because the frame provided was so fundamentally damaged during their handling that it could not support the window to be installed.

  Though this process window mart has been totally unwilling to accept their responsibility in this matter.  

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

• Initial Complaint

  Date:25/04/2023

  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.

  On April 4,2023 Window Mart Installed a back entry door to our house that was under contract with them. We also paid to have a stormdoor installed that we were to provide.We paid before the isntallation the full amount. I bought a 32" storm door from ********** under the advisement of the installer for the correct size. . Window Mart Installed the storm door. I also bougt a handle system from **********. On April 13,2023. I sent Window Mart an email saying the storm door would not stay closed and could they recity the probelm. I also said that they did not install a strikerplate for the latch to catch. ********** has since told me that there never was a striker plate with the type of handle I bought. Window Mart said the installer told me a part was missing and that was not true. I was nevert told that a part was mssisng or I woud have retuned the handle immediatley and secured another one. This type of door latch catches a part of the trim.They installed the door and the storm door does not catch the trim. Window Mart sent me an email on April 14,2023 saying that for **** they will come out and do the hopefully necessarily install a door handle with the necessary parts. All the parts are here but the trim is outside the latch's catching ability.

  

  Business Response

  Date: 25/05/2023

  Good day, 

  Our service department contacted the customer, all the questions and concerns were addressed on April 28. The installation was successfully completed, attached is the signed Service Form. 
  Regards,
  Window Mart team

• Initial Complaint

  Date:08/02/2023

  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.

  Our complaint is the UNDER-sizing of windows installed by **********************. (WM). Contract signed July 2022 for 19 windows and 4 doors, $****** (including GST), *************************/***********************. Install ******* completed Dec 16, 2022. Wed like ******************** to mediate to determine which windows need replacing/reinstalled) based on correctly fitting the homes window openings. I cannot find reference in the *** ************* defining window sizing. We do not wish to submit final payment $5,000 until all issues resolved.We believe many windows undersized as flanges barely cover existing window openings, with large gaps prior to applying foam insulation + caulking (daylight showing). Concerns the energy efficiency of windows and the integrity of our home envelope are compromised by undersized windows. Weathering will degrade the caulking + foam insulation and expose stucco edges - adding to future home maintenance costs. We believe WM did not measure properly, nor explain the different measure methods and now windows much smaller than opening. The Spruce: Proper sizing is critical when you are building replacement windows. Ideally, the insert window unit should be only about 1/8 shorter and narrower than the window opening. The manufacturer should explain how the new window should be sized in relation to you window opening. On WM Contract:>The client will be re-using all exiting blinds for all new windows and is responsible for taking them down and re-hanging. This does not imply measurement method used.>There are no check boxes that clearly detail the available measuring options.>Method of installation does not explain nor imply which measurement method was used by vendor. Full frame installation; Vinyl brickmould; straight through; Aluminum capping, etc. >Terms&Cond #**: Dimensions listed in the agreement are approximate and to be confirmed by our ***********************. Actual window sizes may vary significantly based on site conditions and method of installation.

  

  Business Response

  Date: 17/02/2023

  Good day, 
  
  On February 13 and 14, two doors were installed and a service was done on the interior as well as the necessary adjustments on the windows, to make them operate properly. Regarding the outside aesthetics, stucco and caulking will be done during spring once the weather warms up approximately mid March. Window Mart is not requesting the balance until the job is completed to the customer's satisfaction.
  On February 24, our installation department manager will visit the home and do an evaluation on the services completed and make an action plan to rectify the outstanding issues. 
  
  Please be advised that the windows are manufactured exactly the same frame size as the original ones to make sure the blinds will fit back, which they perfectly do.
  
  Regards, 
  
  Window Mart team

• Initial Complaint

  Date:04/10/2022

  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.

  We entered into a contract with Window Mart to have the exterior windows in our home replaced. We were told by the salesman that the windows would qualify for the Greener Homes ***** offered by *****. We did sign the contract and the windows have been replaced. We applied for the government ***** **** paid to have both the pre-renovation and post renovation energy evaluations done. Upon completion of the final evaluation, our Energy Advisor informed us that only 3 of the 13 windows qualify for the greener homes *****. We were told by Window Mart that they bear no responsibility for what we were told by their salesman and have upheld their end of the contract. We seek to have the BBB contact their member in an effort to recover the amounts that we paid to have the energy evaluations done$735.00 as well as $5000.00 which is the amount that the salesman said we would receive from the greener homes *****.

  

  Business Response

  Date: 04/10/2022

  Good day ****,
  
  We are sorry to hear about your disappointment, please be advised that all our windows are energy efficient and complying with CSA standards. The windows are available in different energy ratings, it depends on their performance structure grade, air tightness, solar heat gain coefficient which depends on the *** glass grade level and U- value.
  
  The ****** Greener Homes ***** was launched early-mid June, and this program requires a specific energy rating of the windows. The contract was signed mid May, and there was no information available at that time about the rebate.
  
  All windows were delivered as per the contract and installed up to your satisfaction based on the Customer Satisfaction Report signed on October 15.Window Mart has fulfilled its contractual obligations and for these reasons we are not able to issue compensation for any rebate that you had anticipated. 

  ******** you will find a copy of your contract as well as your Satisfaction Report. 

  We welcome any further questions,

  Regards,

  
  Window Mart team