Complaints

This profile includes complaints for GreenFox Windows and Doors's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  GreenFox Windows and Doors

  11045 190 St Edmonton, AB T5S 0B3

  
• 

  GreenFox Windows and Doors

  5720 Burbank Crescent SE Calgary, AB T2H 1Z6

  
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  GreenFox Windows and Doors

  7895 49 Ave Unit 13 Red Deer, AB T4P 2B4

  
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  GreenFox Windows and Doors

  2910 16 Ave N. Lethbridge, AB T1H 5E9

  

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:07/04/2025

  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.

  Agreement signed May 2024: install of 17 windows. Install started Aug/24. Poor workmanship noted and some unsightly cosmetic issues were addressed. Currently, interior window casings show water damage from condensation, and this is only after a few months of installation. I had texted project mgr before install to request quality wood casing to avoid this, but cheapest option of MDF was used. We had to have 2 of the 17 windows replaced as they were installed with scratches on them, and a 3rd window was not installed at all because it arrived damaged. We had someone come out to install this last 3rd window, but when they arrived they wanted to know if we ordered an "entire window or just the glass". I was irritated, but at this point I was not surprised to learn that they didn't know that the frame had to be replaced, and they arrived without the frame because it was not within their skillset/training. This frame has apparently disappeared. It was expected that the new window would arrive in January. It did, but it ALSO arrived damaged. We were expecting to hear from the company in February but have been without contact or resolution of this matter. So at this point I am continuing to stare a window that was never replaced, and looks unsightly because all the interior casing has been left removed. I also continually stare at the cheap products/casing which are already showing warping and damage from winter condensation after a few months of usage. In addition to this, we had to have EVERY single blind recut. We have heard from multiple businesses that one or two is common, but every single blind is poor workmanship. This is evident by the asymmetry and poor alignment of the interior exposed window frames. This experience has been inexcusably disorganized and unprofessional. I would never use this company again due to the poor workmanship and poor quality of products used and installed, not to mention the lack of communication and follow through.

  

  Business Response

  Date: 24/04/2025

  Hi *******,
  Thank you for taking the time to share your concerns. Your feedback is taken very seriously, and we deeply regret that your experience did not meet the standards we aim to uphold.
  We acknowledge the issues youve faced and we recognize how disappointing and disruptive this has been for you. It's unacceptable that this has left you with unresolved work and dissatisfaction months after the project began.
  Regarding the condensation and resulting damage to the interior window casings, we understand your concern. High humidity levels within the home can unfortunately lead to condensation forming on windows, which can cause damage to materials like MDF. *** was selected as part of the original scope of work, and as outlined, it does require sealing or painting by the homeowner to protect against moisture exposure.
  In terms of the blinds, while these are the responsibility of the homeowner to fit and adjust post-installation, we do understand how frustrating it must have been to need to recut all of them. While some adjustment is common, the extent of what you experienced suggests that the alignment of the window frames may not have met your expectations, and for that, we are genuinely sorry.
  We are actively working to resolve the outstanding issue of the final window and frame. A service visit has been scheduled for this week, and our team has been briefed to ensure the appropriate materials and personnel are in place to complete the job correctly.
  While we cannot undo the challenges youve faced, we are committed to making this right. We value your business and the trust you placed in us when you signed the agreement in May 2024, and we regret that we did not deliver the level of quality and service that you expected and deserved.
  Should you have any further questions or require clarification, please dont hesitate to reach out directly. We appreciate your patience and the opportunity to address and rectify these matters.

• Initial Complaint

  Date:01/04/2025

  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 was informed by Green Fox that the smart board was not paid for by us. However, the general project manager took the measurements and did the install. We were not asked  if it was ok to install left over smart board that is brown and chipped and does not fit.

  The contractor who works for Green Fox assured my husband that it was late,  dark and the install issues would be fixed.  This has not happened. 

  We are willing to provide new smart board if the company do the removal and install the new product. 

  

  Business Response

  Date: 08/04/2025

  Thank you for reaching out and sharing your concerns. We sincerely apologize for the frustration and inconvenience youve experienced with our service. We truly value your feedback, and we want to ensure that all of your issues are addressed promptly.
  We understand your frustration with the ongoing delays, and we apologize for the lack of clear communication regarding the status of the work. Please allow us to clarify again that the smart board painting is not part of the original scope of the job. 
  Regarding the behavior of the technician, I deeply regret that your interactions have been less than professional. As ***************** we employ multi-cultural people and we dont differentiate them by country of origin. Outside of the customers property they are free to use any language. However, we will address this matter directly with the team to ensure better communication and respect moving forward.
  To resolve this, we will ensure that any remaining issues will be resolved in timely matter. Well arrange a follow-up with you to confirm the next steps.
  Thank you again for bringing this to our attention. We appreciate your patience, and we are committed to ensuring that all outstanding issues are resolved to your satisfaction.

• Initial Complaint

  Date:11/03/2025

  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.

  Green Fox Windows and Doors Had 12 windows installed in my home with 2 egress windows for my existing legal suite. The window well on the side of the house filled up and leaked in to my basement causing damage to my flooring carpet and dray wall. I had to call a company to come dry out my basement and put a sump pump in my window well to drain the water. We spoke wit them that day and someone came and looked at the window and said it was fine. we spoke to our sales guy and he said he needed to talk to management they waited 12 days to get back to us and another 4 days for the manager to come to our house. He said that his company didn't have to follow building code when in stalling windows. didn't have to provide drainage in the window well and there was nothing he could do to help us. I aske him for some reimbursement of expenses and he refused entirely.Before this happened when they were installing the other egress window they cut the concrete right above our floor vent and i had to remove the venting because it went right through the middle of the window, they didn't bother telling us about the vent until they were packing their tools up at 6pm even though the hole was cut at noon.There were some other things as well but I will start with this.

  

  Business Response

  Date: 27/03/2025

  Dear Mr. ***************** you for sharing your feedback with us. We are sorry to hear about the issues you experienced with the water leak and truly understand the frustration it caused.
  Following two thorough inspections, we confirmed that the leak resulted from insufficient drainage in the window well, which is the homeowners responsibility as outlined in the signed agreement. While the window installation itself was not the cause of the water intrusion, we understand the inconvenience you faced and empathize with the situation.
  We also apologize for the delays in scheduling the inspections. While we strive to address all concerns promptly, it can occasionally take time to coordinate thorough assessments. We appreciate your patience throughout the process.
  Regarding the second egress window, we installed it in the middle of the wall, as per your request. The air vent was not obstructing the window, and the placement was completed according to the agreed-upon specifications.
  We value your feedback, as we are committed to continuously improving our services and customer experience. 
  Thank you again for choosing GreenFox Windows and Doors

• Initial Complaint

  Date:27/01/2025

  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.

  Disappointed with Service and Quality After Installation I chose Fox Windows to replace 47 windows based on their sales ***** assurances that the stucco would not be damaged during installation. Unfortunately, while the stucco was damaged and repaired, the final result was far from what was promised. The new windows left a noticeable gap between the stucco and the casing, and instead of using a proper color-matched silicone, they used a translucent one, leaving the gap looking unprofessional and unsightly.When I called to address the issue, an inspector came out and explained that, as of 2024, the company had changed its policy to only use translucent silicone. He assured me that upper management would review the situation. After a week, I was told Id need to buy the paint myself to color match, even though this was an issue caused by their installation and policy change. Im not a painter and feel this responsibility should fall on them. After several calls, the solution they proposed was for me to go to a local store with a piece of stucco to color match it myself.While I am hopeful that the interior trim repair (on 8 windows) will be done correctly, I am very disappointed with how the company has handled the stucco issue. The lack of accountability and customer care for a problem directly caused by their work has left me frustrated and dissatisfied.I hope Fox Windows reconsiders their approach to customer service, as it has not been up to the standard I *********** you can see from the pictures, the red was the before and the low quality of install after. Just so disappointed as i hope they will step up and fix it. Great marketing company but so far ive had 3 deferent people call me and no resolution after i spent over *** Looks like I install my windows my self, not a window company.

  

  Business Response

  Date: 06/02/2025

  Dear ****,

  Thank you for taking the time to share your concerns with us. After reviewing your complaint, we arranged for one of our managers to inspect the project and address your concerns directly. Following this inspection, our manager met with you and clarified that the work was completed according to our standards. You expressed satisfaction and were pleased with the outcome.
  We understand that this situation has caused inconvenience and disappointment. We also acknowledge that the communication regarding our policy change on silicone use and the steps you were asked to take on your own did not meet the level of customer care you rightfully expected.
  We recognize that home improvement projects are a significant investment, and we are committed to ensuring the best possible outcome for you. Going forward, we will make sure that all communications are clear and that any further work meets your expectations.
  Thank you again for your feedback, and please let us know if there is anything else we can do to assist you.

• Initial Complaint

  Date:06/12/2024

  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.

   
  Complaint: ********
  
  I am rejecting this response because:

  The claim that was made was with respect to the orientation of the transom installed, not with the quality of the manufacturing process.  I was able to visit the show room on Saturday December *, 2024, at **** pm, and discuss the situation further with Green Foxs ******************** Manager, **** *********. He was able to explain the method by which the doors and transom were assembled, and that Green Foxs standardwas to install the transom with the deep inset to the exterior of the house.

  
  This detail was not brought up at the time of the quotation.When reviewing the quotation with the sales representative, only the slab color,glass type, hardware color and door swing orientation was discussed. It was assumed that the transom would be installed with the shallow side to the exterior of the house, and this is clearly shown in Green Foxs brochure on pg.**, which would also match the * other existing transoms in the house.
  There were two proposed resolutions at the end of the meeting at Green Foxs showroom.
  

  1) Flip orientation of the existing transom.

  2) Accept the door as installed, with a credit to be used in the future.

  I left a phone message to **** on Sunday, December 9, 2024,at 1:30 pm, indicating that we would like the orientation of the transom to be flipped, as this would align with what we thought had been originally ordered.
  
  Sincerely,
  
  ***** **********

  he project manager. They have not offered to correct the installation at any time.

  

  Business Response

  Date: 06/12/2024

  Hello *****,

  We apologies about your feeling that the door transom was produced incorrectly, however we reviewed you file, our manufacturing process and after installation pictures and can assure you the door was manufactured up to industry standard and there was no mistake in the manufacturing process. 
  As per our record, the phone conversation with you has been booked to discuss this miscommunication further
  Also, feel free to visit one of our showrooms in ******* to see examples of transoms done within nowadays industry standards. 

  Customer Answer

  Date: 04/02/2025

  Just to provide an update

  The issue is still not resolved

  Reached out to Green Fox Project Manager Dec ** for Update

  Green Fox indicated that another frame was produced and their service department would reach out to set up a date reinstall to be completed.

  Green Fox set appointment for Monday Jan **, 2025

  Service Personnel - showed up for appointment but could complete due to weather, yet didn't seem prepared for work

  Rescheduled for Saturday Feb * , 2025 - Job Cancelled due to cold weather (legitimate concern) 

  Awaiting for job to be rescheduled.

  I will update BBB once the work has been completed

  

  Business Response

  Date: 19/03/2025

   I am happy to let you know that the below concern was closed, the service was done, door was remade up to customer's satisfaction.

• Initial Complaint

  Date:16/10/2024

  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.

  This Company has not completed the interior finishing of my windows. The windows that they have finished are not according to our mutual understanding, current industry standard or the sample in their showroom. It is mostly a concern of poor fit up and the use of incorrect materials. Also they installed the incorrect color door that is listed on the contract. Also a spill occurred which ruined a portion of my flooring. As I signed up for their interim financing based on its price, they had submitted to the finance company (*********) as completed without my knowledge and fraudulently received payment for the incomplete work. I did not even receive a payment receipt until well after the submission to the finance company. Green Fox acknowledged this mistake but has not refunded the money. To date they have not offered any compensation or positive dates of completion. I have requested that the flooring and finishing be done at the same time. This work has been completed since the beginning of August 2024. I live without blinds and stopped the ordering of window coverings and my house is upside-down.

  

  Business Response

  Date: 17/10/2024

  Hello there,

  
  We apologize for all the issues and inconvenience. We had booked the service for next week to address all the issues. This service will include interior finish of the windows with correct materials for the window trim as well as repair of the damage of the floor.

  Unfortunately, the door arrived painted in wrong colour inside due to the paint shop mistake. Brand new door will be installed as was promised to the customer a month ago, the customer was informed via email by the project manager about this decision. At this moment the door is in production.

  As per customer's request we submitted financing papers because the customer needed rebate invoice to apply for government rebate, the invoice can be issued only after the project is paid in full. The customer was notified via email from his project manager that final rebate invoice would take a few business days as we need to receive funds form the financial institution.

  We understand customer's frustration and will do our best to get a mutual agreement on every issue that occurred during the completion of the project.

• Initial Complaint

  Date:06/09/2024

  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.

   
  Complaint: ********
  
  I am rejecting this response because: They have come out * times to inspect (* installation managers, one guy reinsulated one of * windows, and one did an esthetic paint of ugly cracks in frame). One of * windows was re-insulated around the box. We did not see less ice buildup around the window after that. I mean the wooden box which holds the window, which was supposed to be of better quality than what was there before. As per thermal inspection, and several contractors review, the issue is the window quality is the issue. We did not have insulation issues in the box around it, as is shown by the one window (double pane - which was not replaced). Short of it is, that the triple pane windows you installed are poorer quality than the double pane window which you did not replace. The airflow noted in the "boxes" around the windows is a new issue. We did not finally let you come out, we let you come out every time you asked, note * times. So please do not imply I was resisting your servicing as in the email above. We also asked to preserve the windows you removed, which were broken by installers, so at this point I cannot even out them back. Miscommunication as a reason is deflection from the issue, the quality of the windows is poor. They are modified *-pane windows. Max your regional manager says I ordered that style of window. Nowhere was it communcated to me that sliders have airflow (note my double pane does not). the slogan "we stand behind our product" and misunderstanding are just words. When the winter comes again, I can show you that the reinsulated window is just as poor as the other 3 Greenfox windows, and all 4of your windows are outperformed by my basic two pane window.
  
  Sincerely,
  
  ******* *** is less than *inches, quote said * *** *** inch inner casing thickness, I have attached the quote. They destroyed the original windows on install, unfortunately, we would have put them back in. I have many more pictures, and all have been, including inspection done by ********* provided to Greenfox, but they just dismiss us. We did not pay for modified 2 pane, rather triple pane windows. COntractors all say casing should be thicker than the panes.

  

  Business Response

  Date: 27/09/2024

  Hello *******,

  We would like to express our apologies for misunderstanding and ensure you that the outstanding customer service is our goal and we work very hard to make our customers feel 100% satisfied. Our recode shows that your windows were manufactured and ordered according to the agreement.

  We are sorry if there was any lack of communication during the decision making process and potential miscommunication about the different options for the product that will be installed.

  After going back and forth with you for *** month, we finally got permission from you to proceed with inspection/service, and are at the point of confirming with you the date and time when we can come to address your concerns and inspect the windows.

  After the inspection we will be able to provide you more information about the future steps we are going to take, if needed