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:24/06/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 had a patio door installed by Bowen Windows in May 2023. I had an issue with the door that I asked them about in May 2024. It took months for them to come and fix the issue (October 25, 2024). I had mentioned to ***** (the person who installed and came to fix the door) that the panel was installed with a large crack in it that someone had caulked over. He mentioned that he would have **** order the panel and we would install in the spring. I contacted ***** and **** in April 3 & 11, asking about the panel being installed. I was advised by ***** on April 11 that he was looking into it and would advise when he could come to install the panel. I emailed June 4 & 13 looking for a follow up and I have not received any responses. I just want the panel to be replaced and I am not sure why I have to jump through hoops to get something that's supposed to be brand new fixed.

  Business Response

  Date: 10/07/2025

  To whom it may concern,

  
  Please excuse the delay in our response to this complaint, as we had no idea about this issue or anything about it.  
  This is the first time our office has heard anything about this problem. That being said, we had to perform a bit of an investigation to find out what it was all about.  

  After looking into this complaint, and finding out what we could from the documentation that was provided, we found that it revealed the following explanation of this situation. This of course is as seen from our perspective only.
  

  What we found out from our research:
  

  -  We had never heard of, OR from ********* *****.  
  -> This is in regards to an email or even a phone call nor do we have any record of ********* ***** in our customer Database.

  
  -  Why couldn't we find anything about ********* ***** ( ************ / *************************** in our phone records, emails or even in our customer database?  
  No purchases, no complaints, nothing.
  -> This is because she is a client of Neilcorp Homes and purchased ***********************************************************************) directly from them.

  
  -  Neilcorp Homes is a client of our sales agent **** ******** (mentioned in the email chain in a conversation between him and ******** ***** ************************* )  He works remotely, in the outlining area, where Neilcorp Homes have their multiple development sites.  
  -> Mr. ******** is an independent sales representative of Bowen Windows and together, we have a SUPPLY ONLY agreement with ******** Homes.
  

  -  ***** ******** from ********************************* is an independent contractor.  
  -> *********** installed all the fenestration products for all Neilcorp homes (****************************************) and installed the original windows and patio door for Neilcorp Lot 16 (972 ******** Dr. ******** ON K0A1A0 ******)
  

  -  CP Window Cleaning is a client of Bowen Windows and is listed in our customer database for the Quote and Purchase Order of the replacement for the 2 patio door panels and transom.  This order is listed for *************************************************************************)
  -> From what we can tell from the attached email chain, the quote was made out to them because it was their company that was responsible for the scratched glass of Ms. ****** patio door panels and transom. 
  

  -  Mr. ******** installed the 2 replacement patio door panels, along with the transom and later went back to provide service for an issue with his installation.
  
  What we provided above we our findings from our investigation, derived from the only evidence we were provided, from the attached documents that ********* ***** sent in to the BBB and were forwarded to us: 
   Crackedpanel.jpg
   Emails-April11toJune13,2025.pdf
   EmailsMay20,2024-April11,2025.pdf
  

  This email chain shows the lack of conversation and the follow up between Mr. ******** and Ms. ***** to be the cause of this complaint and it is the reason why it escalated.  We wondered why this complaint is naming Bowen Windows, when it wasnt even brought to our attention from ******** *****.  Instead, it was sent to the BBB and made public while possibly doing harm to our name and reputation.  It is unfortunate that this is the way it had to come about when it could have been resolved in a much better way for everyone involved.
  We do understand (and acknowledge) that the unlining issue from this complaint is that the panel is cracked and this issue has yet to be resolved.   
  

  Summary:
  As always, we service what we sell and as seen in one of the photos, one of the patio door panels that we supplied has apparently been cracked since the replacement units were installed. 
  

  So we intend to do what we always strive to do, and that is to stand behind our products we sell and try to create happy customers.
  We agree 100% that this should have never been installed but instead, immediately pointed out so that it could be returned to the manufacturer, for a replacement which would have been under warranty.  At this point, they will not honour this as a shipping or production issue as too much time has passed since delivery. 
  

  This means that Bowen Windows will incur the cost of the replacement as a goodwill gesture to make everything right.  We will go ahead and place the order with the manufacturer for a new replacement patio door panel.  

  
  ***PLEASE NOTE*** 
  -  We are not in control of the time frame for when this product will arrive.  
  -  A normal *** from manufacturers, ranges between 6 to 8 weeks. 
  -  We ask for patience while we wait for it to arrive, please.

  
  Also, as well as supplying this patio door panel, we will reach out to Mr. ******** to see if he can install it, promptly after it arrives. If he can not, we will have someone from our team install it. 

  This too, will be at no charge to ******** ***** but instead, under the goodwill of Bowen Windows.

  We will reach out to Ms. ***** at the given number: ************ as soon as it arrives in our warehouse, to schedule a date for the service/installation of the new panel.

  
  Regards,
  

  
  

  Customer Answer

  Date: 10/07/2025

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