ComplaintsforAurora Windows & Doors Ltd

• Initial Complaint

  24/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On November 26th, 2021 we had two windows installed one in our Master Bedroom and one in our Kitchen. Almost immediately the Bedroom window was not opening properly. I received a call just before Christmas for a service call but I decided that it was too close to Christmas and didn't want to The service person to come from Vaughan over Christmas. I said I would wait until the New Year. I have phoned a number of times and been told they are looking at an appointment. The last one mid April 2022 asked for Pictures but I don't want to open the window, there is a track problem. Now their provider is complaining about having to come from Vaughan.

  Business response

  01/06/2022

  Business Response /* (1000, 5, 2022/05/25) */ Our service agreement states "All products installed by the company are warranted by the manufacturer subject to conditions contained in the warranty" As soon as we received this complaint, it was sent to the manufacturer on December 7, 2021 and on December 8th, the customer was advised to expect delays due to supply shortages. The manufacturer, ********* attempted to arrange service in December but the customer asked for it to be postponed until after the holidays. We contacted the manufacturer on the customers behalf on January 20th and again on March 9th and we were informed that they were experiencing a backlog of service requests and the customer would be contacted asap. ********* contacted the customer on March 9th and assured him it would be taken care of. On may 5th we received another call from the customer inquiring about the status. Another email was sent to the manufacturer and the customer was copied on it. ******** indicated they needed a picture of the window in question to which we advised, that the customer couldn't supply a picture of the window in an open position as it would no longer close. We have done all we can on our side, following up with ******** numerous times via email. This issue needs to be addressed by ******** as the hinge mechanism has failed. This complaint should be addressed with ******** directly to ensure a resolution. We encourage the customer to contact ********'s Service department at ************. Consumer Response /* (3000, 7, 2022/05/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) When ****** sold me a car there was a Manufacturers Warranty on the car that the DEALER fulfilled on every occasion. When a compliment, and there were many, the compliment went to AURORA WINDOWS. As a resident of Whitby I was buying a Product Near BY. As to the fact that I refused a Service Call "because of the Holidays". Thru out this whole ordeal I was TRYING to understand the Manufacturer. I have strong empathy for people in business especially with COVID and the SUPPLY CHANGE ISSUE. It was winter, I wasn't going to be using the window so I didn't need a special trip to fix it. When talking to the manufacturer's service Rep I thought I was expressing a willingness to make his job as easily as possible. I am retired so I have lots of time at Christmas. The Service Rep was going to be driving from Woodbridge for my little problem. I didn't need that so I told him to contact me after the Holidays. And I expressed it that way and he said THANKS. On other occasions I told them to make my service call in conjunction with any another calls they might have in the area, NOT TO MAKE A SINGLE CALL FOR ME! Business Response /* (4000, 9, 2022/05/30) */ Once again, our service terms indicate "all products are warranted by the manufacturer". When there is a manufacturer's defect or issue, the request is sent directly to the manufacturer for resolution. Our role is to work with the manufacturer in ensuring it gets addressed in a timely manner. We have fulfilled our obligation by sending this to the manufacturer multiple times asking them to coordinate the repair. We are aware that the manufacturer has been experiencing a backlog due to Covid, labour and supply shortages. The customer has been copied on some of the exchange in emails requesting immediate assistance from the service department at *********. We have done our best to work with the manufacturer in resolving the customer's concern. The latest response we received from the manufacturer was May 27 indicating that the technician is on vacation and they will get to it when the technician is back next week. The customer can send this complaint to ********* as we also wish to have the issue addressed for our customer asap. Consumer Response /* (2000, 11, 2022/06/01) */ The above matter has been resolved. The broken hinge in the window has been replaced. There is a manufacture's default in the hinge. Apparently during the molding of the metal hinge a bubble is forming during the process making the hinge very week and prone to breaking. Thanks very much for your assistance. **** ******

*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. ↩