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Business Profile

Windows

Polar Windows

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 4 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:27/07/2023

    Type:Service or Repair Issues
    Status:
    Unpursuable
    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.
    Ordered windows and doors from Polar Windows in January 2023. Provided them with deposit money of $12,660. We were told the windows and doors would be installed in July. Contacted the company in July only to be told our windows were delayed indefinitely. The company was "restructuring" but through an internet search discovered they had applied for protection with the courts in February 2023. They are now not taking our calls. We want a full refund. There has been an entire lack of transparency and professionalism. The person who sold us the windows told us that the person who enters the orders had a heart attack and has been away for 5 months and no one was entering the orders which is rediculous
    since a business cannot operate without order entry. We believe they took our money knowing there were problems. We do not even know if our order was placed, if the products have been made, or if they will be able to fulfill customer orders. We asked to speak to the owner but no response We have used this company before and were happy with their service but now we have lost trust in this business. We can not afford to loose all this money. We have acted in good faith and they have had our money for 6 months. They did not contact us, we would not know about this if we had not contacted them and pushed for information.

  • Initial Complaint

    Date:16/12/2022

    Type:Product Issues
    Status:
    Unanswered
    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 purchased Polar Windows for our home in February of 2020. At the time of purchase, our sales person assured us that these are Lifetime Warranty and that everything will be covered if we have any issues.

    Just this past November, we started noticing water pooling under the window cranks. We emailed their support line and were told to turn down the humidity in our home. We have done this to no avail, we are receiving moisture even in warmer weather now (-4C), this was not the case for the previous 2 years we have owned the windows.

    In addition to this, I have seen ice buildup in one of the bedroom windows. I emailed their support team to ask and were told this was a failure and I can pay for them to assess and replace come spring.

    When we purchased the windows, we were verbally told that everything is covered. We were also provided a brochure which does not indicate any costs associated with any issues. The polar windows person directed me to their online warranty which indicates that costs are associated with repairs beyond the initial year and that our windows only have a 20 year warranty which is the life of the Window.

    We had considered other window companies who were much less expensive ($12k) but went with Polar Windows (18K) due to the lifetime warranty. I am very dissappointed in the customer support and had I known, I would have went with a different company as these windows are not nearly as good as advertised.

Polar Windows is NOT a BBB Accredited Business.

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