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Business Profile

Siding Contractors

Valley Siding & Windows Ltd
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint 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:08/08/2024

    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.
    In 2018 Valley *********************************************** (Valley) installed a double slider window manufactured by ********. The window warranty is lifetime and the labour warranty is 20 years. This year the lower hinged/slider mechanism failed due to a broken internal part. Valley came out twice - the first time to determine that the 'metal pivot bar' broke and the second time to replace it. Shortly thereafter Valley called me to say that there was charge for the repair. When I pointed out the 'lifetime' window warranty, Valley switched the charge to 'travel time'. Given the terms of the warranty, I refused to pay. Valley and I are located within the city of ******. Given the limited parts in the window's lower hinge, they could have fixed the problem in one visit.Valley then told me that my file will be flagged to refuse service in the future.I contacted the manufacturer, ********, and they told me that Valley was their only distributor in my region and that they would have to honour the warranty going forward.I want Valley to reactivate my account and honour the warranty, as specified in the contract, should it be needed in the future.

    Business Response

    Date: 24/10/2024

    This consumer does not want to pay the service call fee, as soon as the consumer pays the service call then we will attempt to fix the problem.

    Customer Answer

    Date: 26/10/2024

    Complaint: 22092949

    I am rejecting this response because: Valley already did fix the problem, under warranty and made no mention of a service call fee before or during the repair. The contract stated that parts and labour are covered by the warranty. In addition,Valley took two visits to repair the window pivot bar when it could have easily be done in one visit.

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

Valley Siding & Windows Ltd is BBB Accredited.

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