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Business Profile

Window and Door Installation

SmartTech Window and Doors Inc.
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

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

If you've experienced an issue

Submit a Complaint

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:05/02/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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 had 2 new exterior doors installed in 2022. The holes drilled in the doors for the latch/deadbolt did not line up with the holes in the door frame, so over the last year the door has split. On top of not being acceptable for brand new doors, this is also a safety concern as they could very easily be broken into at this point.

    After multiple emails and calls to the business, I found or sales persons phone number and sent him a text. Mid December 2023, they sent out a tech who slapped some wood putty in the split and said he would let "them" know.

    After not hearing from anyone for a few weeks, I sent a text to the technician on January 12th with no response.

    I continued to call the business with no luck. **** **** ** *** **** ** ***** ******* ** ***** ******** ** *** ****** **** ** *****.

    February 1st I sent another text to the salesperson with photos of the door. I also reiterated this is a safety issue. The sales consultant read my text but did not respond.

    Business Response

    Date: 06/02/2024

    We successfully installed the doors initially, and at that time, the clients did not express any concerns. Unfortunately, we are unclear about any modifications made subsequently or the root cause of the reported issues. Despite our efforts to address the matter by dispatching inspection and installation teams, it appears that a resolution may not be attainable without replacing the slab. Regrettably, there seems to be no alternative solution, and we have explored all possible options to the best of our abilities. In order to rectify the situation, acquiring a new slab is imperative. We sincerely regret any inconvenience this may cause and appreciate your understanding in this matter.

    Customer Answer

    Date: 06/02/2024

     

    Complaint: ********



    I am rejecting this response because: There have been no modifications made to the door on our end. The door was incorrectly installed and from normal, repeated use (as normally happens with a front entry door) the door has split. 

    As the door comes with a 25 year warranty, we'd be happy to accept a replacement door. 


    Sincerely,



    Jenna *******

    Business Response

    Date: 07/02/2024

    The inspections we conducted indicate that there were no issues with the installation process. Our assumption is that the problem with the door may have been self-inflicted. Regrettably, such circumstances are not covered by the warranty. While we are more than willing to assist by replacing the slab, it's important to note that the cost of purchasing the new slab will need to be borne by you. We appreciate your understanding in this matter and are committed to finding a suitable resolution.

    Customer Answer

    Date: 07/02/2024

     

    Complaint: ********
     

    I am rejecting this response because:

    How could the splitting of a steel door be self inflected?? The doors have a lifetime warranty, which was reiterated when we handed over our cheque, so we would expect the business to uphold that.



    Sincerely,



    Jenna *******

  • Initial Complaint

    Date:18/04/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    A window and door install at our cottage in December of 2022. The wrong door was installed. Pictures sent to the salesman at the time. He agreed it was ugly and not to the standard for the company. Promised it would be replaced within weeks. The installers damaged the hard wood floors during the install. The flooring needs to be replaced. The salesman promised the floors would be replaced. Since the install, I have texted and called every week to 2 weeks, each time being told its either been ordered or that someone will call me back. no one ever calls me back. I am continually being fed a line that I will be contacted or emailed within a few days but it never happens. Its now been 4 months, and we are no closer to solving this than we were the day the installers made the mistakes they did. Winter has gone and with warm weather, we can now see the window install was also botched, with well over an inch of clear silicone on each side of the windows - either measured wrong, or cut too big, either way its beyond acceptable workmanship for a ************** company. Out of pure frustration I am lodging this complaint to attempt to force their hand to deal with me and to fulfill their broken promises. Replace the door as promised. Replace my flooring as promised. Address the install job of the windows. ***** **** ***** ******

    Business Response

    Date: 03/05/2023

    We at SmartTech  are committed to providing high-quality products and services to our customers. We were sorry to hear that a customer had a negative experience with our company 


    Our goal is to ensure that all of our customers are completely satisfied with their experience with us, and we take all customer complaints seriously. We are actively working to resolve the issues that you have brought to our attention.


    Please rest assured that we are taking all necessary steps to address your concerns and ensure that you receive the best possible service from our company. We value your business and appreciate your feedback as it helps us to continually improve our services.


    Thank you for your understanding and patience as we work to resolve this matter. If you have any further questions or concerns, please do not hesitate to reach out to us directly.


    Sincerely,

SmartTech Window and Doors Inc. is BBB Accredited.

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