ComplaintsforBest Windows & Doors Inc.

• Initial Complaint

  10/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Summer 2018 Best Windows & Doors (BW&D) installed 17 ***** **** replacement windows in our home. Issues arising from this installation are: condensation inside & out, brick efflorescence, noise. BW&D reluctantly attempted limited repairs, which did not resolve the issues, leading us in June 2021, to hire *** ******* to assess the windows & complete repairs to the most serious of issues. Removal of bottom casings of 4 windows revealed complete absence of required shims below windows and voids in foam insulation. Completion of repairs resolved the issues for these windows at a cost of $1050. BW&D was asked to cover these costs; they refused indicating the repairs, especially shims, were unnecessary despite the manufacturer’s stated requirement. This repair indicated that the installation of all windows was deficient. Because the cost of third party repairs is prohibitive, we undertook the lengthy repairs ourselves (removing casings, removing foam insulation, installing shims, reinsulating, replacing casings).During repair of the 5’ X 10’ bow Livingroom window, water leakage was found & it was discovered that there were no screws securing this window to the house frame. Only exterior caulking is securing this large window, which is dangerous. This window does not fit properly, evidenced by ¾” gaps between casing & drywall & varying angles between adjacent panes and requires replacement for safety & to prevent future water leakage. September 30, 2022 BW&D acknowledged deficiencies & agreed to undertake repair work as outlined in attached email. Most of this we have already completed. With respect to the bow window, BW&D would attempt a patch remedy to secure it and recaulk to prevent further water leakage. A patch repair is unacceptable having paid for a properly fitted & installed window. BW&D has been informed of the resolution that we are seeking which is a partial refund of our total cost in the amount of $12,500.00 due to unacceptable workmanship requiring rectification.

  

  Business response

  07/12/2022

  We installed 17 ***** **** PVC windows for the ********** in June/2018. In the four plus years since we installed their windows we have received several complaints from the ********** regarding issues  they were having with their  new windows. Prior to us undertaking any service we consulted with our manufacturer, ***** **** ******** and undertook  remedies they suggested. Most recently the ********** raised two issues. The first had to do with their bay window. They believed it was not sized & installed correctly. We again consulted with ***** **** ******* & had their service rep. visit their home to look at the bow window. From this visit their service rep.  did not believe the bow window needed to be replaced. The service rep. made a couple of service recommendations which we passed on to the **********.  The ********** declined our  service offer & put in an email that they do not want any employee from our company to step foot in their home again. They instead wanted another company to replace the bow window & have us pay for it.

  The second issue they have raised is they are of the belief that none of their windows were installed correctly. Our position is that there are many acceptable methods to installing PVC windows & we stand by our installations. 

   

  Thank You

  Ron ********  

   

   

• Initial Complaint

  25/10/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I requested a replacement of exterior garden doors that had a flange. The business owner attended my home. All siding had been removed and he could clearly see that the doors had a flange. Furthermore, I advised him that the plan was to apply Fir plywood over the flange and so they would have to be available by a certain date because the next stage could not be done until the doors were installed. The business owner agreed to all requirements and proceeded to provide doors with a brickmold. I advised him that we could not use the doors that he provided and asked that he take them back. He is refusing. He asserts that the brickmold could be cut off. Please assist. I have paid 1900$ towards the doors in question.

  

  Business response

  31/01/2022

  Business Response /* (1000, 5, 2021/10/27) */ I provided Adrienne **** with an estimate on September 1,2021 for a Garden Door system & a sealed unit. Both products were to be installed by others. The estimate was based on a site visit a few days earlier. At no time during our meeting did Adrienne **** mention to me that the Garden Door had to have a nailing fin. On September 15,2021 she notified me that the Garden Door we had delivered was unacceptable because it did not have a nailing fin. I returned to her home that same day to discuss this issue. To resolve this I offered to remove the exterior brickmould. The result would be the same look as if the door system had a nailing. A nailing fin is covered with siding so it is not visible. She refused my offer because she said the new door did not meet their design requirements. I was not sure what they meant by this. Ms. **** requested that I take the garden door back and refund her deposit. I told her I would consider her request and respond to her in a day or so. On October 19,2021 I sent her an email indicating that I was not prepared to accept the return of the garden door for two reasons. The first was because it was a custom made door system for her home. Secondly my offer to remove the brickmould was a simple fix and would have given her the look she wanted. In an effort to resolve this I would ask that you ask Ms. **** if she would be interested in your arbitration services. Also my offer to remove the brickmould still stands. Consumer Response /* (3000, 7, 2021/11/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am writing in response to the merchant. Firstly, there is no question that I informed the merchant that I needed a door with a flange. He came out to my home and saw a door with a flange and was advised that I was needing to replace what was there. At no time did he state, "I don't sell the type of unit that you have here". As previously stated, I also advised him that my son was coming from out of town to complete the project and the door would have to be in place prior to his arrival, as the next step involved placing plywood sheets over the flange. When I called him concerned that the doors had not been delivered yet, I again reminded him that I needed the doors in place prior to my son's arrival, as the next step involved finishing the wall over top of the FLANGE. At no time did he say that the door could be easily installed after the work was done as there would be brickmold overlying the plywood. His response when my son questioned him was, "I didn't think it would be a make it or break it". The merchant's suggestion that we could simply cut the brickmold off is completely unacceptable. Firstly, as a customer I do not find it reasonable that a merchant would********** sell me the wrong item and then suggest that it can be mutilated in order to make it work. His assertion that this process would have left us with the same appearance as a door with a flange is incorrect. In cutting off the brickmold he would have left us with a system that would have the plywood extend beyond the edge of the unit rather than the frame extending slightly beyond the plywood. He may not appreciate the aesthetic difference, but it is significant. Lastly, in trying to convince me to accept the doors that he had delivered, he advised me that brickmold is superior, as it adds stability to the frame that you do not get with a flange system. One would have to assume then, that cutting the brickmold off a system that relies on its presence for stability, would compromise the integrity of the unit. ******************************* this **** merchant keyed in a charge to my credit card that he has since acknowledged was not owed. I twice requested that he reverse the charge and received no response. I have now had to contact my credit card company ************************************ ************************************************ I do not see a reason that the merchant could not easily sell the doors to someone who is asking to purchase patio doors with a brickmold. Once again, I am requesting that he accept the return of the doors. Business Response /* (4000, 9, 2021/11/15) */ Ms. ****'s recent comments are more of the same. My position on not accepting her returning this custom made door system has not changed. At know time when we first meet to discuss the garden door did she mention the garden door was to have a nailing fin. This issue only can up after this door was delivered and her son raised it as an issue. She also does not seem to understand the installation process with or without a brickmould. Removing the brickmould will not damage the door in any way. **************************************** While a brickmould on a door system is preferred, our garden door systems can be successfully installed without a brickmould also. Her comments about how the new siding could not be finished properly without a nailing tells me she, nor her son, were understanding what I had proposed. My remedy was not just to remove the brickmould but also to make a cap extension around the door system to butt the new siding to. The finished look would be the same as if the door had a nailing fin. On August 16,2021 I sent Aviva ****'s an email with an estimate for the Weather Master door. The estimate also included installation of this door and a doggie door she was to supply. On August 17,2021 she called me and gave me her credit card number to process a $650 deposit. At the time both her and I had forgotten that she had already paid for the Weather Master door in full several months earlier. The door was part of a window order. At the time she did not want to order the new door until her son re-framed the opening. ********************************************************************** It was an error on both our parts. We have not refunded the $650 deposit because it has been applied to the outstanding balance owed for the garden door she purchased from us. ******************************************************* Consumer Response /* (4200, 11, 2021/11/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) The following is in response to the merchant's most recent attempt to defend his actions. Firstly, I have spoken with a merchant in the same industry who felt very strongly that a door salesman who attended my home and saw a door system with a nailing fin, should have immediately advised me that he does not sell the same system. This merchant has continued to assert that it was not his responsibility to inform me that he was selling me something different, but rather it is my responsibility to accept his product or allow him to modify it in an attempt to "satisfy me". Secondly, the merchant that I spoke with felt confident that the measurements of the door system did not make them unsaleable and that it would not be difficult to simply take them back and sell them to someone else who is looking to purchase garden doors with a brickmould. Lastly, his decision to keep a deposit that was taken incorrectly from me and apply it to a charge that was generated on a subsequent purchase is a demonstration of his poor business dealings. The credit card company was firm in their stance that he could not do that and promptly refunded my money. I am aware that there is an outstanding balance, however, I have chosen not to pay it while we are negotiating this issue. ************************************************************************ Business Response /* (4000, 14, 2021/12/09) */ Thank you for your email. My position has not changed. This matter is very simple to resolve without compromising their design. Ms. **** is unwilling to consider what I have suggested, although I am not sure she understands what it is I have proposed, so I also believe a 3rd party involvement might be helpful. Consumer Response /* (4200, 16, 2021/12/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) ***************************************** It is clear that we will not resolve *******************************************************************

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