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:30/07/2025

  Type:Product 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 purchased a new exterior door from Clear Choice Window and Doors on April 16, 2025 for the total price of $******* and paid a $**** deposit, leaving a balance of $******** The door was delivered and installed on July 21, 2025. The sill of the door was brown instead of the silver/grey colour we wanted. We immediately advised Clear Choice Window and Doors upon install of this error, which they initially said was a manufacturer error. They later stated that was not the case and the silver/grey colour was discontinued for a couple years. We didn't want brown, which doesn't match our other doors or decor and was not the colour we wanted. Clear Choice Window and Doors has agreed there was an error on their part and offered us a $*** reduction on the remaining balance we owe, which we have declined. ** ******** ***** ****** ****** *** ***** ****** ** ****** *** ***** ******* *** ****** ****** **** ** ***** *** ** **** ** *** *********** ****** ********* ** ****** *** ***** *** ******* As our previous door has been discarded by them and they can't get us the colour we want, the only resolution is a monetary discount on the amount we owe. ** ***** **** * ******** ** ********** ** **** ******* **** *********. ** **** ******** a photo of the door with the brown sill and a second photo from the catalogue they provided us with that said it was available is silver/grey which we used to base our decision.

  

  Business Response

  Date: 31/07/2025

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

  Customer ordered a new full-lite outswing door to be installed opening onto their deck to replace an outswing door. Clear Choice Window & Door offers products from 6 different manufacturers. This customer chose to order a door manufactured by *** ******* ** ***** On this door there were only a few choices available to be made including: • Inswing or outswing • Sill Color – Anodized (aluminum) or Brown Anodized As per customer request the door was ordered as an outswing with an Anodized (aluminum) sill. This customer had referred to *** ******* ** ****** Entry Door Catalog (**** *** and confirmed that she wanted the Anodized (aluminum) sill. This page shows cross sections of the door sill systems for both inswing doors ****** *****) as well as outswing doors (***** *****). We ordered the door exactly as shown in the outswing cross section, except for the the Anodized (aluminum) sill, as the small picture illustrates the Brown Anodized sill option. ****** *** ********** ****** ********* Unfortunately, the customer’s definition of “sill” and understanding of how an outswing sill system (sill, weather-stripping, & threshold components) differs in appearance and sizing from an inswing sill system were not detected to be incorrect until installation day. Upon seeing the door, the customer called our office to say that the “sill” was brown instead of aluminum as she had wanted. The customer did not produce pictures to back up her concern at the time of that call. With the limited information available, the salesperson told the customer that a manufacturing error must have occurred as the order paperwork was confirmed to include an aluminum sill. It wasn’t until more information was gathered that the salesperson realized that what the customer was reporting as the “sill” was actually the threshold/weather-stripping component. The door had been correctly manufactured with the Anodized (aluminum) sill. The threshold/weatherstripping component was manufactured as the standard (black), as this is the only option available, there are no alternatives. Upon hearing this news, the customer began calling *** ******* ** **** offices in several provinces. Notes from *** ******* Manager “One of our staff members correctly told her that the interior PVC portion of the sill cannot be changed. It is only offered in brown PVC and the mill anodized aluminum that was ordered IS installed on the exterior portion of the sill. She also called one of our Saskatchewan locations and asked if we have both aluminum and brown sills and our staff member said yes as we do offer 2 different finishes on the exterior aluminum of our door sills. There was a lack of clarity from this call from the limited terminology from the customer. Pictures were not exchanged to confirm details of what is standard, and what can be changed.” The customer then began to call other local window/door companies asking if she could order a door with an aluminum sill. Most of the companies advised that yes, you could order a door with an aluminum sill, as they too misunderstood that what she was actually asking for was an aluminum (silver/grey) threshold (interior portion). The customer then advised our office that she was “not going to pay for” and “throw into the garbage” the door that we supplied and get a new door with an aluminum sill from another company. As we advised the customer, we are a dealer for 6 Canadian window/door manufacturers and none of our suppliers currently offer a silver/grey threshold. Unfortunately, this customer has made the choice to believe that they had been ************* misled during the sales process. This is absolutely not the case. We do our best to meet customers where they are at in their understanding and prior knowledge of window/door products. However, we feel it is not reasonable to hold us 100% responsible for communication errors due to a continued lack of understanding on the customer’s part. We have invested in several tools to help a customer learn about the different aspects of products including providing a large showroom of products, (to touch, feel, view), product catalogs, monitors showing products in actual homes, cross-sections, hardware options, etc. We have offered the following measures to bring resolution to the situation: • Option to have the threshold of the door professionally painted (by a third-party) with a high quality PVC paint to the color of the customers choosing. Valued at $****** * We did advise that this is not a good long term solution as the threshold is a high traffic area and chipping or discoloration may occur over time. • Option to apply at $****** credit to their final bill. Both of these options have been refused by the customer. Instead, the customer is seeking damages of 50% of the total order cost (inclusive of the product cost, installation cost, and taxes). The customer has been advised of the Prompt Payment Notice issued under The Builders’ Liens Act(Manitoba)

  Customer Answer

  Date: 31/07/2025

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

  It is clear from both parties we ordered a silver / grey sill, which we believed was the flat piece at the base of the door. Clear Choice advised us after the install this piece is called the threshold and doesn’t come in silver / grey. **** ******* **** ********* * ********* ***** ** *** ***** *** ** ***** ******** ******** ** *** ***** **** **** ** **** **** ***** *** **** ******* *** ******** **************** We also have an email from Clear Choice after this dispute began where they proposed to paint “the sill”. It seems the catalogue and their emails the terms are used somewhat interchangeably so how would we as the consumer know the difference and that ordering a silver / grey sill wasn’t that flat piece. We would just like a fair resolution.  Clear Choice offered a $*** reduction in price from the initial price of $******* which doesn’t seem reasonable. We have since offered to cover 50% of the bill to settle which they declined and they have now rescinded their offer of the $**** so we appear at a stalemate ***** * **** *** *** **** **** ** *** * **** *********
  
  Sincerely,
  
  
  
  Brad And Leanne *******

  

  Business Response

  Date: 01/08/2025

  Response – August 1, 2025

  ****** *** ******** ********** ** the customer’s signed order paperwork. You will note the words “*** ******* *** ***** are Viewed from the Exterior”. This is an industry standard to eliminate confusion. **** ** ** the *** ******* catalog shows: • Inswing door – viewed from the EXTERIOR (angled to show cross sections). This photo illustrates the Anodized sill (exterior) and the standard threshold – black. • Outswing door – full side cross section view. This photo illustrates the Brown Anodized sill (exterior) and the standard threshold – black. An aluminum threshold is not shown in any of the photos ** **** **. Our showroom also displays only the standard threshold (black) whether that is actual full size doors, cross-sections, or video imaging. For clarification, the $****** offer (either to paint their threshold or credit their bill) was initially made by Clear Choice ownership on July 25, 2025. This was rejected by the customer on July 29, 2025. The customer then proposed a $******** reduction to their invoice, if we settled immediately. After this communication on July 30, 2025 the $****** amount was rescinded by Clear Choice ownership. It was our impression that this customer was no longer acting in a reasonable manner, given the proposal they offered. **** *** *** *** ******** ** *** ******** on July 31, 2025, we re-offered the $*** amount in our public response to the complainant. For clarity, this offer still stands. Today’s response (August 1, 2025) from the customer “they have now rescinded their offer of the $**** so we appear at a stalemate ***** * **** *** *** **** **** ** *** * **** ********* ** **** *********** It is our belief that we have gone above and beyond to try to educate and respond to this customer’s concerns. *** ********* ******* ** **** ******** ** ****** ** **** ***** ***** ** ****** ** ** * ********** ******* ** ******** **** ********* *** ******** *****

  Customer Answer

  Date: 12/08/2025

  Unfortunately a satisfactory agreement was never made with Clear Choice Window and Door. They did not wish to negotiate a settlement and stated they would add interest or put a builders lean on our house in we didn't pay in full. We reluctantly decided to pay in full to avoid the penalties that Clear Choice was threatening to instill.