ComplaintsforHi-Tech Energy Windows Ltd

• Initial Complaint

  02/11/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am filing a complaint against Hi-Tech windows in regards to the window installation. I ordered my windows in March 2021 and was told that they would be installed in the end of June. I called in mid June and they said that they where having trouble getting the glass from Ontario. The same thing happened in July and then Mid August, but they were installing windows for other people. Finally they agreed to install my windows on Sept.16,2021. and installed the North Kitchen window that day but had to stop due to rain. I was informed and shown by the person in charge that they damaged some stucco and asked them to be more careful now that they are aware that it can chip off when pounding the window out. I asked them why they didn't use a Saw or Sawzall to cut around the window frame before trying to get it out. I also questioned the foam/trim person applying the foam insulation as to why he wasn't filling the void completely as my contract calls for. Being a maintenance person all my life working 10 years in industrial maintenance and the rest in building maintenance with the city, part time farming and home renovations, I know how to remove and install windows. I informed them of this several times and asked them to do a proper job done. They came back on September on Sept. 22 at 8 am instead of 9 am and proceeded to remove the East kitchen window. I noticed when they installed the new window that their was about an inch and a half gap around the window. It was obvious that they had not measured the window correctly during the estimate. I ask them to use board as a filler around the window but they said that it wasn't necessary and only used sims and foam. I do not feel that it is properly secured in place. The person doing the foaming was only applying a small bead that expanded to perhaps one third of the depth. I asked him to do it twice more to fill the void. He foamed the right side of the window then applied the trim. He kept doing this one side of the window at a time them quickly installing the piece of trim so as to conceal who much foam was in the void. Being a maintenance person I would have foamed around the entire window first and apply more foam where needed before installing the trim. I also noticed later that the trim on the right side was a different style and color then the rest. I stayed out of their way but checked on the work throughout the day. When I heard a load continuous pounding of the window in the bathroom I went to check it out. I asked the young man why he wasn't he cutting around the window first since these windows are meant to slide in and out. He continued to pounding away and when I went outside I found broken pieces of stucco had come off from over a square foot of the house. I called the company and talked to the manager about this damage and he then call the lead hand. This damage could have been avoided if them would have followed industry standards in window removal. The bathroom window they then installed was not the right one since I paid $30. extra for a frosted one. When they went to install the front bedroom window the lead hand said that they had the wrong window and that it was too large for the opening. I told him to install in anyways since I was not prepared to wait until next spring for another one. They proceeded to cut out the window opening from the inside and outside the house without coving up anything. Nor was I given time to cover up anything myself. As a result the un- made bed, clothing, dressers, armoire, closet filed with suits and dress shirts was coved with gyprock dust, saw dust wood slinter etc. All they did after installing the window was sweep up my newly refinished hard wood floor which they had not properly covered. They were running late and had to go. I was completely devastated with the mess and called a friend and we spent the entire evening cleaning up the mess, washing cloths and linen so I could sleep their that night. This job was done in a piece work manor in order for it to be completed that day without any regard for safety ( no face masks were ever wore by anyone inside the house or in close contact with me), The job was done any-way at all without proper foam insulation, the bottom right hand corner or the trims have gaps whereas the top left ( that people don't see it perfect). This is an unacceptable installation and told the lead hand and salesman this. He assured me that another crew would come and rectify things. *****************************************************************************************************************************************************************************************************************************************************************************************************************************************************. A thermal scan of all the windows will have to be done later for heat loose around the windows. The sales man ( Tom ******) came down on Sept 28 (first fall visit). I then had to leave a voice message October 8th ( he said he had been out of town) and visited me about Sept 13th . During this last visit he showed me the exterior moulding which I approved. He said that he would arrange for his boss Dave to install the exterior moulding on the windows by next week and inspect all the windows. He took pictures of the windows, trim, damaged stucco etc. and at the same time I forward him some that I had taken. I informed him that I was available at any time for the work to be done but it has been two weeks *********************************************************************************************************************************************

  

  Business response

  23/12/2021

  Business Response /* (1000, 10, 2021/11/25) */ The new world of COVID has affected most every business and individual with new challenges to face. Unfortunately, COVID has created unexpected delays (that we have never experienced in 25+ years of running our company). Every project is custom and unique and requires specific materials to complete the job. Other installs may have been performed at their scheduled dates according to the availability of materials. Management has been informed of the customer's concerns regarding the installation. Customer service is our top priority and our management team is going to do a thorough investigation of this project to ensure customer satisfaction. There is a scheduled follow-up visit with the customer and our team of Window & Door Specialists on November 26, 2021 to discuss the customer's concerns. We will continue to work together to achieve a common goal according to installation and scope of work.

• Initial Complaint

  21/10/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Employees of the company made eight separate visits to my residence. After the first one, they provided us with a quote to replace seven windows and fix one. On the next six visits, they failed to bring parts to fix the broken window. On their last visit, they fixed it only partly and told me I'd have to pay them for more parts from them to finish the job. Upon installing the seven new windows, they did not clean anything up, leaving smudges and grime on both sides of every window. They left PVC shavings covering my garage and driveway. They installed the incorrect casing (red oak instead of PVC) on one window. They made several more visits, each time forgetting to bring the right equipment and supplies to install the correct casings and make repairs. My e-mails to the company went unanswered for over a month. I had to repeatedly clean their messes and stay on them to complete the work I paid them to do, which is still not finished.

  

  Business response

  21/12/2021

  Business Response /* (1000, 6, 2021/11/02) */ Your customer complaint is valid, and we're addressing the issue, and applying a fix. With Regards, Charley Consumer Response /* (3000, 8, 2021/11/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) The business' response was "Your customer complaint is valid, and we're addressing the issue, and applying a fix." This was 10 days ago. The deadline for me to accept or decline their response is tomorrow. The business has not contacted me at all. ************************************************************************************** ************************************************************************************************************************************************************************************************************************************* Business Response /* (4000, 10, 2021/11/25) */ To the best of our management team's knowledge, all deficiencies have been handled in an appropriate manner with this customer's new window installation. The exterior work that needs to be done on a window and door installation will always leave some debris (such as dust) from installation due to the cutting that is involved. Our installation crews clean every work site to the best of their ability. The condition of which they are working in is also taken into consideration according to the original state of the worksite. When working on snow and gravel, our installation crew is limited in regards to our cleanup methods. In reference to what is not completed on the job: There is one window that is not a Hi-Tech Windows & Doors product. The customer's existing hardware is not compatible with Hi-Tech Window Systems. That is what the customer is having issues with, a non-Hi-Tech product. One of our Window & Doors Specialist had agreed to replace the window crank as part of the original job at no charge which has been done. Once the crank had been replaced by one of our Window Technicians, we were informed that the window would require more parts to make the window operate properly. At this time, the customer is fully informed that there would be a charge for these parts as Hi-Tech Energy Windows & Doors does not stock or have other window companies' parts. This service is additional work that is over and above the original scope of work. We sell and repair Hi-Tech Energy Windows & Doors products only. We do not work on or sell other companies' products.

*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. ↩