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:06/02/2025

  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.

  We had replacement windows installed on November ****, 2024. We immediately noticed some issues with the installation. I got in touch with Window Mart regarding the issues we had noted. After several emails back and forth they sent out a supervisor to check the issues on January ***. They said we would hear back in a couple of weeks about having somebody come out to fix them. When I didn't hear anything I emailed ******* ****, we received a reply that they would be in touch in a couple of days. I hadn't heard anything so I called to speak with a Manager on January ****, no reply so I tried again Feb. ***, nobody available again. We had an independent inspection done that noted several defects in the installation. I believe Window Mart is ignoring me now.

  

  Business Response

  Date: 10/03/2025

  Hello, 
  
  Installation concerns have been addressed on-site with the client Feb ** * **. Please advise if there are still any items outstanding?
  
  Primary communications have been through emails with our service and claims coordinator (***** ***********).
  
  The sales *** for this client has left our company, any communication to him and his phone number are not being received or forwarded to our company.  Moving forward you can reach me ******* *** at ************.

  Please let me know what else I can do to help resolve the issue. 

  
  Regards, 
  ******* *** 

  Customer Answer

  Date: 10/03/2025

  The issue of the wrong size windows has not been addressed at all.  Window Mart hasn't even discussed this issue with us.  We have had an independent inspection done, which I have attached ( Window Mart has already received a copy). I have also had a building contractor look at them, their view was more or less that of the Inspection report. I want something done in regards to this issue. The salesman never mentioned this to us, we have had no further conversations with the salesman since the window installation was completed in November of 2024.

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

  

  Business Response

  Date: 14/03/2025

  Hello, 

  In my investigation and with speaking to other company stake holders. It has been determined that the * windows with the thicker frames will not be able to be reinstalled on-site, after the **** and **** we have exhausted all on-site options.
  
  The reason for this issue is due to the larger height of the sliding windows a thicker frame was recommended to accommodate the added weight. This should have been reviewed at the point of sale. The only way to address this now will be to replace the three windows with new ones. I am in the process of checking with the manufacture if we can get the spec'd window sizes in the narrower frame style. Once confirmed we would need to reorder the windows and replace them. This will delay things further unfortunately, but I will be able to provide a more accurate update once confirmed. 
  
  I would like to ask if you would be open to switching those three windows from sliders to casement (or crank outs). These come in the thinner frame style. This style does allow for larger glass sizes, and offer higher energy efficiency. Again I am double checking with my production team to see if we can leave as a sliders but this could be a alternative solution. 

  My sincere apologies for the inconvenience is causing you and your family.

  Thank you, 
  ******* *** 

   

  Customer Answer

  Date: 14/03/2025

  We were not told this at the time of sale or we wouldn't have chosen WindowMart. I don't want wind out windows, I want sliders to match the rest of the house. Nobody can figure out why they have to be *", all the experts we have had check them say they have never encountered this before.  We have also done extensive research online, it all says to watch for this issue, as it it correct and can lead to leaking issues. If WindowMart cannot provide windows of the right size then we want compensation so we can get proper windows to fit from another company. The salesman may not still be with the company, but at the time of sale he represented the company.

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

  

  Business Response

  Date: 17/03/2025

  Hello, 

  I have requested new spec sheets for all three windows impacted. Two have already been approved. Once the third one (end vented slider) is. We will start production on * new windows to replace the current ones.  
  
  Regards, 
  ******* *** 

  Customer Answer

  Date: 17/03/2025

  I hope the production does not take as long as before.  I would like to ask that the large living room window be tinted to reduce the bright sun. I know this would be at an additional cost.  I would have ordered it this way in the first place if the salesman had offered it.  We were told we wouldn't need anything more than the mid level protection to help with this issue.  We did express concern with this large south facing window, 

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

   

• Initial Complaint

  Date:13/03/2023

  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.

  Window Mart's conduct with us has been unprofessional and demonstrably fraudulent.
  The character limit prevents me from listing every instance of unprofessionalism, therefore this is a summary of only their most offensive behavior.
  
  After a sales representative comes to measure for the new windows, he insists a deposit of $1542.45 be made in cash or e transfer, as the company does not accept credit cards.
  
  Months later, after countless more unprofessional interactions, this same sales representative then demands the full final payment before delivery or installation, again, demanding cash or e transfer, Claiming that it's in the contract. However, the contract explicitly states the balance will be paid "upon satisfactory completion of the installation". I also found out that the company does, in fact, accept credit cards. I can only speculate as to why salesmen would be instructed to lie to us and demand cash, likely so customers cannot dispute charges.
  
  At this point, Window Mart's unprofessionalism has reached a point where I no longer trust them with the installation. I propose buying just the windows from Window Mart and having them installed by a third party or myself. I ask them to confirm the dimensions of the window so I can plan the installation. As I now suspected, the windows were too large. Our house is a log home, and window installation differs from that of a conventionally framed home. it's clear that window mart did not know this.
  
  I contacted them asking them to refund our deposit since the windows were incorrectly sized, and the sales manager immediately threatened to sue us for the cost of the windows.
  
  I responded with an email detailing the correct installation practices and how their window dimensions didn't comply, and they have since ceased all contact.
  
  Window mart has charged us a deposit under the provably false pretense that they had the knowledge and expertise to perform the construction and installation of our windows. This is fraud.

  

  Business Response

  Date: 22/03/2023

  Good day, 
  
  
  Thank you for your feedback, please be kindly advised that Window Mart is committed to providing professional and outstanding service, we have been servicing thousands of Albertans for the past 7 years and we maintain a good reputation. 
  
  
  Regarding the credit cards, we do accept them as a method of payment as it is listed on our contracts. In your case, the balance was requested prior to the installation as it was specified in the payment terms, which you agreed to, please find attached the document for your reference. 
  
  
  As standard procedure, Window Mart takes final measurements to ensure the windows will fit perfectly. On July 13, our Installation Manager visited the customers home and took the exact dimensions of the windows. Attached the Work Order for your reference. 
  
  
  Our installation department attempted to book the installation in November,  and we received the request to change the contract from supply and installation to supply only in order to save money. We provided the new pricing for the windows only and the customer then decided that they did not want the windows at all. 
  
  
  We unfortunately can not provide a refund as the windows were ordered and manufactured as per the contract signed on June 8th, and the cancellation was requested after the 10 day cancellation policy.
  
  
  Regards, 
  
  
  Window Mart team

  Customer Answer

  Date: 23/03/2023

   
  
  Complaint: 19588932
  
  
  
  I am rejecting this response because:
  
  Window Mart Team,
  
  I would have expected nothing more than such a generic unapologetic response. Although I am impressed that you’ve refrained from using manipulation tactics or threats, such has been the nature of your correspondence thus far.
  
  I am rejecting this response because:
  
  You have managed to willfully ignore, or fail to understand the issues I have presented. So let me be clear: 
  
  First: Your sales representative explicitly lied to us twice in order to secure a non-disputable payment method. Yet you insist this is my fault for “not reading the fine print”.
  
  Second: you insist that the windows will ‘fit perfectly’ despite refusing to provide any proof of this. Whereas I have provided ample proof that the windows have been sized for a conventionally framed house, and not a log house, which makes them too large to be installed in compliance with **** ******** *********. You claim I did not ‘want’ the windows. This is incorrect. I could not accept the windows because it was not possible for me or Window Mart to correctly install them.
  
  You insist that I had agreed to all of this fraudulent conduct by signing a contract. However the contract was signed under two demonstrable counts of false pretenses. Rendering it unenforceable.
  
  This correspondence is likely futile, as you will continue to dismiss me. But I assure you I will pursue reparations in the future to a significantly greater amount than the refund of our down payment.
  
  Regards.
  
  
  
  
  
  Sincerely,
  
  **** ******