Complaints

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• Initial Complaint

  Date:03/09/2025

  Type:Customer Service 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.

  I am writing to request a refund of $4070.33, which is the amount that I paid Matheson for the purchase and installation of two windows manufactured by *******, ($4214.06 - $143.73 for the patio door lock). I request this refund because of the many manufactured defects in the windows, (which negatively impact their performance and appearance), as well as the poor installation of the windows, (which did not meet the terms of our contract). 
  
  Please see attached for detailed description, photos, contract, receipts.

  Business Response

  Date: 15/09/2025

  When ***** *** *** ***** initially complained about the quality of *******'s windows, we reordered and reinstalled the 2 windows in question to ensure her satisfaction. ******* is held to the same industry standards as every other window manufacturer who can use their products in structures, within Canada. We had *******'s reps, and our Red Seal lead carpenter, out to look at the second instillation of both windows and determined that they are manufactured with the same quality, in the same way as every other window that's manufactured for use in Canada... and that the instillation is above industry acceptance according to the building code act's minimum standards. ***** is not an expert on installing windows, window manufacturing techniques or the stringent laws that exist to prevent the exact thing that she is claiming so her opinions on these items are inconsequential.
  

  I offered ***** a one time credit of $500 immediately before this complaint, I did not offer it because I thought we had any wrong doing... I offered it because ***** was inconvenienced in her perception of this project and I'd hoped it would be an acceptable, realistic resolution that does not include an unrealistic, full refund as she has demanded. I still offered this after her personal attacks on several members of my staff, as well as, copying a client to her email demands for a full refund, that had nothing to do with her project, but was a clear attempt at harming my business. It's difficult to understand the reasoning behind why ***** feels she is owed free windows, and why she would be okay with leaving them in her home so long as they are free. 
  

  Ultimately, we gave ***** a quality product with above average install, and a warranty on both the material and our workmanship, after preforming the work twice, to try and meet her expectations.
  

  I wish ***** and her family well with their twice newly installed, quality windows.

  Customer Answer

  Date: 19/09/2025

   I am rejecting this response because:

  Matheson identified these manufactured defects in the first windows they installed and fully supported their replacement, yet inexplicably refused to acknowledge the same defects in the replacement windows. My concerns are supported by industry professionals, and are well documented in the photos I provided. I ask for this refund because Matheson failed to fulfill the terms of our contract, and has seemingly engaged in fraudulent work to cover manufactured defects. Matheson was unable to cure the defects after two attempts, and so it is unreasonable that they try again because of the risk of harm (to my property and family).

  
  I believe that the requested refund of $4070.33 is beyond reasonable. To date I have not asked to be compensated for the following grievances: the now higher replacement cost for these windows; two full days of window installations; two additional site visits (from Matheson and *******); two times I prepared for installation by removing the contents of both rooms (furniture, personal effects, window coverings, etc…) and replaced the contents of those rooms after installation; two times I cleaned up after installation (inside and outside); that I have two rooms left unfinished; that I have spent hours in correspondence with Matheson, on research, in consultations, and on conflict resolution; the hardship we endured from unprofessionalism at Matheson and *******; as well as our ongoing vulnerability from windows that are not weathertight (from water infiltration, mold, reduced efficiency and integrity). 

  
  Further, I object to the assertions that: 1. I attacked several members of his staff, as this claim is without cause or explanation; and 2. That I clearly tried to harm his business by copying his client on my email requesting a refund - when the client is the manufacturer of the windows in question and Perry at Matheson directed me to contact them. Moreover, I think many people in my position would have posted public reviews and photos detailing such horrific experiences and I have to date shown exceptional discretion to limit harm to his business. 

  
  I still hope for a fair outcome.
  
  

  
  

  Business Response

  Date: 06/10/2025

  I offered ***** a $500 credit on her project that cost her $4070.33, that we assumed all costs for a second set of windows to attempt a fair resolution... again, not because I believe we did anything wrong... but for not meeting her expectations for her project. To make a comparison: I would never purchase a vehicle, demand a new one when I was told by non industry professionals that it is not compliant, receiving a new vehicle, then demand a full refund... but still expect to keep the vehicle for free.

  We preformed above industry standard, fully complaint workmanship and used windows approved for sale in Canada by entities such as CCMC. I'm uncertain why ***** continues to believe that a full refund, while keeping the windows we installed professionally, is a fair outcome in this situation. There are legal options for her to explore, that unlike this BBB complaint process, would legally bound me to an adjudicators decision on what is fair and equitable. If ***** is willing to explore those avenues, I will be happy to use my many facts to defend the products used, the (unnecessary) complete re-instillation that we provided at no extra charge, and the claims she has made against several of my staff, and members of my window manufacturing partners.

  I wish ***** the best with the above industry standard products we used and the work we completed.

  Customer Answer

  Date: 11/10/2025

   I am rejecting this response because:

  
  It is not benefiting us to have free defective windows. We are requesting a refund in or*** to purchase new windows from a different company, as we feel that Matheson has twice failed to exercise due diligence to install quality windows based on the terms of our contract.

  We have no evidence that these windows were approved by the CCMC, as there are no stamps, stickers, or documentation to indicate this or their energy star rating.

  The assertion that Matheson replaced quality windows unnecessarily is absurd and contradictory. Matheson identified defects in the first windows on their site visit before replacing them. 

  There are significant defects in both sets of windows and in their installation that are well documented and confirmed by industry professionals.
  
  
  

  
  

  Business Response

  Date: 14/10/2025

  We have attempted to resolve this fairly by offering a $500 refund for the experience, but there seems to be no way to find a realistic resolution when one person feels entitled to a full refund or nothing. The window manufacturer has a warranty, please contact them directly with your concerns. I will happily present my facts and stand behind our work if this customer would like to legally pursue this matter further.