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:07/02/2023

  Type:Order 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 signed the contract on May 2, 2022. The cost for 16 windows was $16,615.52. We sent many emails to ask them to stop the cold and wind coming by the bottom of the windows.

  

  Business Response

  Date: 13/02/2023

  ***** ***** *** ************************
  ***** ******** *** **** ***** **
  *** **** *** ******************
  ******** ** ********* ** *********
  
  We have been in contact with the ****’s several times regarding this matter including last week. Our Service technician has been to site to inspect all windows to ensure our work was properly completed. With the ****’s present we removed all interior trim to demonstrate to them that ALL windows and the surrounding rough openings are fully and properly insulated as can been seen in the picture above. The ****’s asked that we install the windows in a manner that would retain most of the existing interior wood which was done as can be seen in a secondary image attached above. The house in question is older, well maintained and constructed with 2X4 exterior walls that unfortunately have little or no insulation. This of courses creates cold drafts especially during frigid temps. In speaking with the ****’s, we have offered to return in warmer weather to remove the exterior flashing surrounding the windows to insulate as best as we can adjacent too and beyond the existing windows framing into the walls to provide them with some additional protection against drafts in the colder temps. They have agreed to allow us to do so which will perform for them as a courtesy at no additional cost.
  
   
  
  Thank you
  
  ***** ***
  
  President
  
  Scheel Window Ltd
  
  613 623 2909 Office

  Customer Answer

  Date: 21/02/2023

  See attached document

  

  Business Response

  Date: 28/02/2023

  Mr **** had agreed to our proposal to perform work well beyond the scope of the original at no charge. If he indicated he refused this I expect it was done so in error. 

  Customer Answer

  Date: 06/03/2023

  
  
  ****** ******** *******
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 19349872, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  ******* ****
  

  Customer Answer

  Date: 18/04/2024

  On 3/8/2023, you sent an e-mail to me concluding our agreement with Scheel Window & Door to carry out the caulking around the sixteen windows that were installed by them to stop the cold air and the wind that penetrated around the windows. 

   

  Moreover, to follow our complaint submitted on 2/7/2023 against Scheel Window & Door, we want to mention that Scheel Window and Door came on October 5th, 2023 to insulate the windows. As mentioned in your email, we waited until Spring 2024 to give you the result of this caulking ''job''..

   

  From mid-December 2023 until the beginning of April 2024, we felt the air and the cold wind coming below the bottom of the new window and the window shelf. All the windows on the 2nd floor were installed on the decorative window shelf inside the house and the air and cold wind are still entering by the bottom of the new windows and the window shelf and cool the whole house.

   

  ******, could you re-open that complaint file case no ******** with Scheel Window and Door to solve those problems once and for all?

   

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

  

  Business Response

  Date: 23/04/2024

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

  

  Business Response

  Date: 23/04/2024

  As Customer wrote, we returned to the residence in October of 2023 after making several earlier attempts to do so. Exterior flashing and interior trim was removed from windows in question. All openings were inspected and extra insulation was added beyond the window frames / openings where possible. All windows were reflashed and interior trim was re-installed. Windows are fully insulated and working as expected. Cust may have to add spray foam insulation to adjacent walls to further eliminate drafts as walls lack insulation.

  Customer Answer

  Date: 25/04/2024

  Hi ***:
  This morning, on April 25, 2024, with weather less than -5 Celsius, we made a round for the sixteen windows of our house, for the first and the second stages. So, here results:
  1- All windows have some problems with the handle located in the middle of the window. Wind and cold air enter from this location. For this reason, I think it depends on the way that the window has been manufactured. Moreover, for the second stage, the wind and air came from the handle in the middle of the window, and we felt the air coming just under the base of the window and the wind ran across the top of the window shelf.
  2- Moreover, during the year 2022, ****************** came to check all the problems, and we said to him: 'We have a lot of difficulty removing the screen to wash the windows outside.' He tried and said: 'It is the truth'. No decision was made to solve the problem.
  3- Also, we want to tell you that the window with two panels in the kitchen, opening the mechanism of that panel has never been repaired. In October 2023, one piece was ordered, but no technician came with this metal piece to repair it. Maybe that metal piece was never ordered.
  After writing emails for three years about all these problems mentioned above, and having no installation properly installed at their maximum level. Consequently, we are unsatisfied with everything. It is for that reason that we ask you to get a full refund for the sixteen (16) windows installed in 2022. 
  
  ******* and ********
  
  

  
  

  

  Business Response

  Date: 04/05/2024

  Re ***********
  Please note we shared this response to customer via email Tues April 23, 2024. We have made separate attempts to follow up via email as well as by phone but have not received a reply.

  
  As Customer wrote, we returned to the residence in October of 2023 after making several earlier attempts to coordinate a site visit with the clients. Exterior flashing and interior trim were removed from windows in question. All openings were inspected, and extra insulation was added beyond the window frames / openings where possible. With client present, all windows were re-flashed, sealed tight and interior trim was re-installed. Windows are fully insulated and working as expected so something else is clearly amiss. Very unfortunate the customer did not contact us between Oct - Apr during the colder months as we could have returned then to further investigate things. At this point we do not believe anything further can be done until the cold weather returns at which time we will schedule another visit to further investigate including performing cold weather temperature checks of the windows and the walls adjacent to same.

  Customer Answer

  Date: 14/05/2024

  Please find all the documents attached to this email. We are unsatisfied with all. 
  
  Also, there are two sheets numbered 1/1 and 2/1. They should be numbered 1/2 and 2/2.
  
  Thank you for your help and have a great day!
  
  ****** and Rjane Ct
  

  
  

  

  Business Response

  Date: 22/05/2024

  As per our previous reply, all window openings are fully insulated and the windows are functioning as they should. As such, it is our opinion that something else is amiss in the residence. We refer the client to the follow up service email sent by their sales representatives dated Feb 22, 2023 sent at 12:32 pm advising clients to contact us during the colder months of last winter should there be additional issues. As all are aware they did not do so. As a result we will have to wait until the colder temperatures return before we can investigate further.

  Customer Answer

  Date: 30/05/2024

   
  Complaint: 19349872
  
  I am rejecting this response because: 

  You mentioned in your recent email that you refer the client to the follow-up service. On February 22, 2023, at 12:32 pm we received some emails advising clients to contact us during the colder months should be additional issues. Please find emails from *********************************, but no follow up. See his emails below! 
   
  Nevertheless, on February 2023, we sent an email to BBB mentioning to them that we will wait until the end of Winter 2024, before sending a report on the efficacy of that insulation.
   
  Moreover, my old windows were installed in 2003. In September 2022, the new windows should have been installed in the same place as the old ones in front of the decorative sill windows, but they were installed on the windowsill. 
   
  In addition, the third week of May 2024. in ******, we had very strong wind, the air was very warm entered the house by the decorative windowsill and the base of the new windows. We realized that we had the same problem in the summertime as in the wintertime.
   
  ******, we are disappointed and unsatisfied with all. We reject the business response sent to BBB for an analysis of temperature control. That kind of analysis will not be the solution to the wind and air entering the windowsill and the base of new windows. Nevertheless, on May 14, 2024, we sent again an email saying that the problem was to install the Scheel Windows on the window edge instead of where our old windows were. A simple error of judgment to have taken the measures from the windowsill instead of the place where our old existing windows were will have an impact in the future.
  
  Thank you for your help!

  
  Sincerely,
  
  *****************