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:12/06/2025

  Type:Service or Repair 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.

  Air leak problems due to gap between the 5 800$ double door and weatherstripping confirmed by Verdun on February 20, 2025. The double door who had been installed three times due to deficient installations are also too short.From April 30, 2025 to June 10, 2025, I have been totally ignored by Verdun despite meeting between Sale Representative and Sale Manager, May 6, 2025, May 25, 2025 and June 4, 2025 emails not even acknowledged and the reception of doors replacement parts May 14, 2025.Another email not even acknowledged is March 2, 2025 to Sale and Installation Managers in which I requested the complete replacement of the double door with a double door that meets Canada Greener Homes Loan 34 Energy Rating minimal requirements. As a known participant of Canada Greener Homes Loan by Verdun, a second issue with the double door is the low 24 Energy Rating that doesnt meet the 34 Energy Rating minimal requirements of Canada Greener Homes Loan that Verdun broadly advertise on various digital platforms and through its sales representatives. I was totally kept in the dark at the time of purchase that the 5 800$ double door was very far from meeting the 34 Energy Rating minimal requirements of Canada Greener Homes Loan. Never I would have bought such a high-priced double door that doesnt meet the 34 Energy Rating minimal requirements.Verdun Windows and Doors who manufacture the most energy efficient windows in ****** failed to sell an eligible Energy Star double door to a known participant of Canada Greener Homes Loan. An amount of 5 000$ cannot be recoup under Canada Greener Homes Loan.I request from Better Business Bureau to investigate how Verdun justify such a high price for double door with such a low 24 Energy Rating. Attached are quotes of 28 and 30 Energy Rating double door which are 2 364$ and 1 426$ less than the 5 800$ Verdun double doors.I request answers to May 6, 2025, May 25, 2025 and June 4, 2025 emails.

  Customer Answer

  Date: 13/06/2025

  List of attachments to support my complaint.

  Customer Answer

  Date: 13/06/2025

  Attachments to support my complaint.

  Customer Answer

  Date: 13/06/2025

  Timeline of Events to support my complaint.

  Customer Answer

  Date: 13/06/2025

  Longer version of Description of Complaint and Desired Resolution to support my complaint.

  

  Business Response

  Date: 18/06/2025

  Thank you for your submission, ****. We acknowledge there were delays in communication, and we sincerely apologize for not responding to your emails in a more timely manner. That said, our commitment to service has not changed. The required parts to address the weatherstripping and air leakage concerns have been received, and a call was placed to you the morning of June 11 to schedule the onsite service. We remain ready to complete this work at your earliest convenience.

  Regarding the energy efficiency of your door and its eligibility for the ******************** Loan, we want to be clear: at no time did we make any claimsverbally or in writingthat your door, contract, or order met any specific energy rating or qualified for any third-party incentive program. Your contract was for a specific product at an agreed-upon price, and that product was delivered and installed accordingly.

  If you have documentation showing that we guaranteed any specific energy rating or program eligibility as a condition of sale, we ask that you please provide it for review.

  We take pride in the quality of our products and our service commitments. That includes honouring all warranty obligations, which we continue to do in your case. We look forward to resolving the outstanding service work and invite you to contact us to schedule a convenient time.

  Customer Answer

  Date: 27/06/2025

  Complaint: 23462627
  
  I am rejecting this response because:
  
  I wish to thank Verdun Windows and Doors for responding to BBB complaint and for their commitment to address the air leakage problems due to gap between doors and weatherstripping.

  However, Verdun didnt address the absence of transparency about the doors Energy Rating at the time of purchase.

  I strongly believe it was Verduns Sale representative responsibility to be transparent that the 5 800$ double door only had a 24 Energy Rating and didnt qualify for any third-party incentive program. 
  

  I as mentioned in emails to Verdun since March ******, I was totally kept in the dark at the time of purchase that the 5 800$ double door was very far from meeting the 34 Energy Rating minimal requirements of Canada Greener Homes Loan.  Never I would have bought such a high-priced double door that doesnt meet the 34 Energy Rating minimal requirements.

  Sale representative knew I was a participant of Canada Greener Homes Loan and even spoke on how the program was great as many of Verduns customers took advantage of it. 

  Surprisingly, Sale representative also spoked at length about customers from other ********************** and ********************** companies who had the unpleasant surprise to discover at post-retrofit energy evaluation their windows didnt qualify for any third-party incentive program.  The same unpleasant surprise I had with Verduns 5 800$ double door! 

  I strongly believe Verduns Sale representative should have hold its tongue about other companieslow-end windows who doesnt qualify for any third-party incentive program as Verdun yet the manufacturer of the best Energy Efficient windows in ****** is very far from selling high-end doors!

  Secondly, I continue to request how Verdun justify such a high price for double door with such a low 24 Energy Rating.  I have quotes of 28 and 30 Energy Rating double door which are 2 364$ and 1 426$ less than the 5 800$ Verdun double door.  Verduns 25 years of guarantee cannot justify such a huge price difference.

  Finally, Verdun remained silent about replacement of the double door with double door that meets Canada Greener Homes Loan 34 Energy Rating minimal requirements and billing adjustment as desired settlement.
  
  Sincerely,
  
  **** ********

  

  Business Response

  Date: 30/06/2025

  We appreciate the opportunity to address your concerns and reiterate our commitment to resolving the service-related issues with your double door.

  As previously stated, we sincerely apologize for any delays in communication and have the necessary parts to address the air leakage and weatherstripping concerns. We have attempted to contact you, including leaving multiple voicemails since June 11, 2025, to schedule this service at your convenience. We remain ready to complete this work and invite you to contact us to arrange a suitable time.

  Regarding the energy rating of the double door, we stand by our original statement: at no point did Verdun Windows and Doors, verbally or in writing, claim that the door you purchased met any specific Energy Rating requirements for the Canada Greener Homes Loan or any other third-party incentive program. Your contract clearly outlined the product and price agreed upon, and that product was delivered and installed as specified. If you have documentation indicating that we guaranteed a specific energy rating or program eligibility as a condition of sale, please provide it for our review. We also respectfully address your concerns about our sales representative. Our team is thoroughly trained and knowledgeable about our products. While we were not present for the conversations referenced, we are confident that our representative would not have made misleading statements. Based on your account, it appears discussions about energy ratings focused on windows, not doors. We regret any misunderstanding that may have arisen during these discussions.

  On the matter of pricing, Verdun doors are engineered for superior durability and performance in ******* harsh climate. Manufactured in our Canadian facility, they feature premium components such as insulated steel panels, thermal-break *****, and magnetic weatherstripping, backed by our industry-leading 25-year No-Bull Warranty. These factors contribute to the value of our products, which may differ from lower-cost alternatives. We believe the quality and longevity of our doors justify the investment, as outlined in your contract.

  Finally, regarding your request for a replacement door meeting the 34 Energy Rating and a billing adjustment, we must respectfully decline. You received the exact product and price agreed upon in the contract. As stated, we remain committed to addressing the air leakage issue under our warranty obligations and have been attempting to schedule this service since early June.We value your business and are eager to resolve the outstanding service work. Please contact us at your earliest convenience to arrange a service visit or discuss further.

• Initial Complaint

  Date:29/04/2025

  Type:Product 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 have place an order with Verdun on and pay the 700$ down payment on March 19th. On March 24th, I called the company to cancel my order and was told to contact the sell person that I had dealt with. It took many calls and after many messages , that person finally call me back and told me that he will can cell my number. I have since been waiting to have my refund. Once again, I cannot get in contact with anyone to call me me back or tell me when I will get my refund. I finally was able to reach the sale person because I called him from a different phone number, he told me that he was going to send a email to the company telling them to issue my refund - still no refund to this day. today, April 29, I called the company and now was told that someone will send me a email to request the refund - and still no email.

  

  Business Response

  Date: 29/04/2025

  Thank you for your patience as we worked through your request. We understand the importance of timely communication and regret the delays you've experienced.

  As discussed in our communication earlier today, we are currently processing your cancellation and refund request. A team member will be in touch with you directly today to confirm the next steps.

  We appreciate the opportunity to address this matter and bring it to a resolution.

• Initial Complaint

  Date:16/01/2025

  Type:Service or Repair 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.

  Verdun arrived to install our two windows in June. They removed the first window without confirming the new window would fit. They then discovered that the sales *** had made a mistake with the measurements and the window was too small. After offering to board it up until they could make a new window, they instead installed the too-small window for the time being leaving huge gaps around the edges that mosquitos and bugs could easily enter. I had to tape plastic around the window to seal it myself. A new window was manufactured overnight and the installer returned alone the next day to install it. He left nails and shards of plastic everywhere. I have three children in my home. He also left his truck in our small driveway for many hours after the job was complete so we couldnt access our driveway or garage. Upon asking for compensation for the mess, mistakes and incompetence, we were told that we had to sign a waiver before they would compensate us. We needed to seek legal advice about this waiver and were told not to sign anything. A mere 7 months later, the rushed manufacturing job on the window resulted in a huge crack in the outer pane of the glass. The window has to be completely ***laced again.

  

  Business Response

  Date: 16/01/2025

  Thank you for sharing your experience with us. We sincerely apologize for the challenges youve faced and for not meeting your expectations during the initial installation. While we strive to provide excellent service, its clear that we fell short in this instance.

  We fully guarantee our products and installations for ******************************************************* the window through our warranty process. Regarding your request for compensation, while we are not obligated to provide it, we do have a process in place and made an offer to you. We understand and respect your decision if you choose not to accept it.

  Our priority is ensuring the quality and durability of your windows, and were committed to resolving this issue. Please feel free to reach out directly if theres anything further we can do.

  Customer Answer

  Date: 16/01/2025

  Complaint: 22820142
  
  I am rejecting this response because:
  
  The compensation is required because the window was not installed on the contracted date. The compensation is also contingent on a gag order that forbids us from sharing what happened. This is completely in bad faith and is not in fact a valid offer of compensation but rather a pay out to protect their image and not be held accountable for the admitted mistake on the sales reps ****************************************** ******

  

  Business Response

  Date: 17/01/2025

  Thank you for your response and for sharing your continued concerns. We understand how this situation has been frustrating for you, and we sincerely regret any inconvenience caused.

  To address your concerns about compensation, wed like to reference the terms and conditions agreed upon at the time of purchase:
  

  "Timeline:
   - Estimated number of weeks to installation: 20 to 22, from the signature date."

  Your contract was signed March 13, 2024 and windows were installed on June 5th and 6th, or 12 weeks from the signature date.

  "Responsibility:
   - We make every effort to make sure we stay within the installation time frame but we do not guarantee any installation date.

   - We do not offer any monetary compensation for lost time/wages, delays or production errors."

  
  Our goal remains to ensure the quality and integrity of our products and services, which is why we stand behind our 25-year warranty. If there are new or remaining concerns with your window, we are committed to resolving it promptly. We hope this clarifies our position, and we invite you to reach out directly if there are additional questions or issues we can help address.

• Initial Complaint

  Date:03/01/2025

  Type:Service or Repair 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.

  Installation of door was not completed after three years of service calls, numerous time off work ( to accommodate ). Basically lost confidence in supplier and could not afford more time off.A measly 10% discount was offered as compensation. I felt 50% was more appropriate and chose not to pay a balance.For this they put me out to collection for a job never finished.

  

  Business Response

  Date: 07/01/2025

  At Verdun Windows and Doors, we take pride in delivering quality products and supporting our customers throughout the service process. We regret that your experience did not meet your expectations, but we would like to clarify the details of this matter:

  Product Provided: The door manufactured and installed at your home.

  Post-Sale Support: We provided continuous after-sale support, responding to all service requests in an effort to address concerns. Despite our ongoing efforts to resolve any outstanding issues, the customer ultimately refused to allow us further access to complete the remaining work.

  Balance Due: We have received only partial payment for the product and services provided. Numerous notices were sent to the customer advising that, in the absence of payment or an opportunity to complete the work, collections would proceed.

  Good Faith ****** While we are not obligated to provide compensation in this case, we made a good faith effort to address the customers concerns, which we believe was a fair gesture given the circumstances.

  We made every effort to work with you to resolve this matter by completing the outstanding work as originally agreed, provided we were granted access to do so. Partial payment without resolution or communication was never an acceptable outcome. We sent numerous notices, attempted to schedule further service, and even provided a reduced payment amount as a goodwill gesture, which was not accepted. As a result, the file has been turned over to collections. To resolve this matter, it must now be brought into good standing with the collections agency.
  

• Initial Complaint

  Date:06/12/2024

  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.

  We bought our front door in 2019 from Verdun, including a 20 year warranty for parts and labour, inclusive of installation. Total cost was $2,800. The door fell off the frame in October and has been damaged. Verdun inspected, confirmed the door was never installed properly, and will not honour the warranty I bought. They are trying to charge me almost $2600 for a new door replacement. Since October they have been non-responsive, taking weeks to get back to me with updates.

  

  Business Response

  Date: 11/12/2024

  Thank you for sharing your feedback. We recognize the importance of standing behind our products and providing clear communication regarding warranty coverage. While our initial findings indicated that this concern did not fall under warranty, we understand your perspective and offered an additional inspection to ensure a thorough review.

  This follow-up inspection was offered prior to your complaint being filed, and after completing it, we determined that the damaged door slab and hinge will be replaced under warranty. We are committed to resolving this matter promptly and ensuring your satisfaction with the outcome.
  

  If you have further questions or concerns, please dont hesitate to contact us directly.

  Customer Answer

  Date: 14/12/2024

   
  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,
  
  ****** *********

• Initial Complaint

  Date:10/09/2024

  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.

  We purchased windows. The windows take on a lot of water and they were supposed to come with screens and fasteners, ***** they were not included in the order. I didn't notice when I signed at delivery and they are claiming I lost the screens. I opened the packaging in the bedrooms where I was installing the windows and they were definitely never included. They sent an installer to ascertain if my install was good and he said it was better than many of the installers who work for the company. As a trained heritage ********* and shop teacher, I took this as a compliment. The company cancelled my first two technician appointments, one cancellation was after I had sat at home for four hours waiting for the technician to arrive. Overall, I would rate this as a terrible experience.

  

  Business Response

  Date: 11/09/2024

  Thank you for your feedback. We apologize for the inconvenience youve experienced with the missing screens. As the windows were signed for upon delivery and the issue was reported months later, it's challenging to determine if the screens were lost or not included.

  To resolve this, we will re-produce replacement screens. Our warranty service department will reach out to you soon with details on the timeline and next steps.

  We appreciate your patience and understanding as we work to address this matter. If you have any further questions, please feel free to contact us.

  Customer Answer

  Date: 22/09/2024

   
  Better Business Bureau:
  
  

  Hi, 

  
  

  Thank you so much. 
  

  
  

  The issue is mostly resolved. I don't know that the screens are a bullet proof solution to leaky windows (with regards to water), but adding another surface for water to adhere to on the exterior should help. 
  

  
  

  Thanks you again,
  

  
  

  Gord 
  

• Initial Complaint

  Date:03/07/2024

  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 contracted Verdun to install new windows in my entire home as well as two exterior doors. When Verdun's sub contractor began the installation, he and I noted that the windows were too small for the rough openings. After much back and forth which involved writing to the **** the company agreed to ordering new, larger windows. It should be noted that my house has been a construction site with trim and blinds off all the windows. The new windows were supposed to be installed yesterday and today, after six weeks of living in a mess, but again the installer noted that the windows are too small. Verdun wants to just add 2x4s to reduce the size of the rough openings and make the windows fit. The installer had spent his measurements after halting the original install, but those measurements were not used to make the new windows. The company is now telling me that the second set of windows meets their contractual obligations, saying they only replace windows in the same size as what I originally had and are not available to discuss a way forward until July 16. My house has been torn apart since May 22 and my contract does not state that they only replace the original size windows. I hired a professional company to properly install appropriately sized windows, they had removed all trim to measure properly and yet still got the size wrong by approx 4 inches in height according to their own sub-contractor. Contract value is $35,000 and I paid an approx. $9000 deposit.

  

  Business Response

  Date: 08/07/2024

  We understand your concerns and apologize for the inconvenience caused during the installation process. Your windows were manufactured according to the specifications agreed upon in the signed contract. However, due to the construction of your home or a previous window replacement, there was concealed additional space within the walls, which was not apparent until the windows were removed. This unforeseen space could potentially accommodate slightly larger windows, a detail that would have required extensive exploratory demolition to ascertain in advance. Such a practice is not standard unless specifically requested for the purposes of enlarging windows, which was not the intention of your window replacement and not what was contracted. We assure you that the windows produced meet our professional installation standards and we are not obligated to remake the windows to accommodate this newly discovered additional space. We are committed to completing the project and fulfilling our contractual obligations and our team will work closely with you to find the best solution moving forward. Thank you for your understanding.

  Customer Answer

  Date: 08/07/2024

   
  Complaint: 21938555
  
  I am rejecting this response because:

  After beginning the initial installation, Verdun agreed that the windows were too small. The trim was removed from all windows to determine the available space and new windows were produced, presumably to fit that space. In spite of being able to see the actual size of the rough openings and in spite of having received revised measurements from the installer, the windows ordered in the second go around are still too small. My contract does not stipulate that the new windows were to be the same size as the existing ones. I put my trust in a company that specializes in windows in order to have them size the new windows appropriately.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 16/07/2024

  We understand the importance of having your home in perfect condition and appreciate your patience. To clarify, both sets of windows produced meet our professional standards and could be successfully installed. However, given the additional space discovered after the initial measurements, we agreed that larger windows could be more suitable for your home.

  In the interest of moving forward and bringing this to a positive conclusion, we will once again measure and produce new windows that match the newly discovered dimensions and align with your wishes. Our goal is to ensure your satisfaction with the finished product.

  Customer Answer

  Date: 17/07/2024

   
  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,
  
  *************************

• Initial Complaint

  Date:06/06/2024

  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.

  Last fall i entered intwo a contract with verdun window's and rebate told by them i would get a $650 rebate back from the Greener Home program .. due to the delay in getting the window's installed the Greener Home program ended.. i feel verdun should pay $650 was their fault The manager of verdun has blocked my calls after numerous attempts to reach him.

  

  Business Response

  Date: 06/06/2024

  Thank you for bringing your concerns to the attention of the BBB. We understand your frustration regarding the Greener Homes ****** and appreciate the opportunity to once again address your complaint.

  According to our records, you entered into a contract with Verdun Windows and Doors on August 28, 2023, for the supply and installation of two windows. The estimated installation timeframe on the signed contract was ***** weeks, which would have placed the installation between March 25 and April 8, 2024. However, your windows were actually installed ahead of schedule on March 14, 2024. There was no delay in the process as you have claimed.

  Unfortunately, the pause in the Greener Homes ***** ******** which affected many homeowners, was an unforeseen event beyond our control, as it is a government-run program. While we sympathize with your situation, our contractual obligations were fully met, and your purchase was not contingent upon qualifying for or receiving any grant ***** from the government or any other third party. For any concerns related to the Greener Homes ***** or other government programs, we recommend reaching out to your elected officials.

  We remain committed to honoring the 25-year warranty on your windows should you ever require our assistance in the future. If you have any further questions or need assistance, please do not hesitate to contact our service team directly.

  For your reference, a copy of your contract has been attached. Thank you for your understanding.

  Customer Answer

  Date: 06/06/2024

   
  Complaint: 21810378
  
  I am rejecting this response because:  Perhaps Verdun is correct in say in saying they installed the windows prior to expected date and Greener Homes cancelled their program  before the windows were installed, but the way the manager *********************** handled this was appalling - he did leave me to believe there may be a chance to get the refund paid somehow.  He said he would call me back in a couple of days then after leaving six voice messages I finally tuned in that he had blocked my calls.  I am willing to close this matter but believe me - and you can send this message to Verdun Windows - that word or mouth advertising is far better than anything else.

  Thank you for your assistance in this matter,
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 18/06/2024

  Thank you for your response. We understand your disappointment regarding the ending of the Greener Homes grant ******* and sincerely wish the situation had been handled differently. We want to assure you that your number is not blocked, and we apologize for any lapses in communication you experienced. We value your feedback and the importance of word-of-mouth advertising. Our team is committed to learning from this and improving our processes. We hope to have the opportunity to provide you with more satisfying results on any future projects or warranty services should you ever require our assistance.

• Initial Complaint

  Date:30/04/2024

  Type:Service or Repair 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.

  1. We ordered our windows on Feb 09 2023
  We got quotes 3 different companies and Verdun is most expensive quote but short leadtime(salesman told is it will be ready within 24wks which suppose to be early Aug) but we have a plan for the families visiting from other province and other country so we chose Verdun only because of this.
  
  2. Window suppose to be here mid Aug but delayed without notice that I called them to found out leadtime postpone to end of Aug. But it was okay since anyway our plan was Sep and October and November.
  
  3. Window came but not all.
  Main window(living room bay window delayed) also didn't get notice. Always I call to the customer service to find out what is the happening.
  Mid of Sep came with bay window and took the all old windows and found out that there was miscommunication between installer and office and says wrong window. So just put the old window back but already all seals and trims broken.
  First time talked it will take around 2 wks and I called again few days later but somehow customer service can't follow my order since there was some miscommunication or misunderstand...I don't know what happen but my window was sitting outside without any process so customer service couldn't find my statue. I was waiting long time and they found it and not sure what is going to so had to connected with salesman(first time talk since contract day) and he says I have to wait around another 6~8wks.
  
  4. I was so angry so I had some argument with salesman and try to talk with manager line(called more than 10tiems but couldn't get a call from them) and I ask to cancel all my order and bring back old windows then I get to talk with manager and he says might be possible expedite. Don't remember exact date but I think it was October.
  
  4. I had to cancel our family gather from other province and international visit also cancelled.
  Also it was hard time at night since night wind coming through from the crack.
  
  5. Finally windows installed November but still not completed that sash was not installed and some parts need to replacement which completed Feb 2024.
  
  So it took whole year to complete install. But there was no apology or call ahead for the delay.
  But I had to start to payment from November which not even completed my order.
  
  Anyway I still owed $600 and I found out there is mold-ish growing our room window so I sent picture and worried about it. And they says it might be humid problem so I opened window and tried to control humid but still growing. Other all windows okay but only this single side has a problem so I told them I don't want to pay this until I solve the problem or understand why it has a mold.
  
  But I got a email yesterday from salesmen and they are going to send collection for the $600 but never asking about the window that I claimed has a problem.
  They are not trying to send anyone or not willing to check but only asking money.
  
  I chose Verdun because it's local company and timeline but now I think local is not always right and don't believe the timeline.
  
  All our last year big plan of family visiting after rCovid was screwed because of this company.
  
  And now I really feel upset that bring up collection because of $600 not trying to fix the problem.
  And the way sent email to me was not very respectful but very rude way too. I hate to think this way but I just feel like my English is not very good.

  

  Business Response

  Date: 01/05/2024

  We apologize for not meeting your expectations for the timeline of the installation. It is important to note that the timeline provided is an estimate and is stated so on the contract. We do our best to stay within the timeline provided however unforeseen factors can affect the estimated timeframe. All of the contracted windows have been installed and payment is due upon completion as per the terms of the contract. Any deficiencies in need of inspection, repairs or replacement we are ready, willing and able to provide service under the terms of our 25-year warranty. Please note that the warranty takes effect once the balance is paid in full. Please also be assured the email screenshot you have provided is a standard, automatically generated email to confirm your appointment and remind you of the balance owed. You are not being singled out or being treated differently due to your language or heritage in any way.

  Customer Answer

  Date: 06/05/2024

  
  
  Complaint: 21646099
  
  
  
  I am rejecting this response because:
  

  I don't get it what you saying-"warranty effect after fully paid"

  I found out some problem before full paid so that is why you didnt check or asking about the problem?

  And you have to look up what is mean of "estimate" that you took almost 50wks from order to complete and your estimate was 26wks.

  So Verdun only take advantages from customers? And don't care about their schedule and the problems unless fully paid or waiting time? 

  I am not able to pay rest of $600 since I found problems and no need your warranty. I talked few people and I found problem before I paid which if your responsibility to fix it and you guys are not willing to do it but only money this dosent make sense to me at all.

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

  

  Business Response

  Date: 08/05/2024

  We understand your frustration and apologize for any inconvenience caused during the window installation process. Our aim is always to provide a seamless experience, and we regret that we fell short of your expectations in this instance.
  
  We understand that you are withholding the remaining balance owing due to concerns about the possible presence of mold. We appreciate you sharing photos with us, and we have provided suggestions on how to manage this issue.
  

  Regarding your concerns about the possibility of mold. One of the primary culprits behind mold on windows is high humidity levels. When not kept under control, moisture in the air tends to condense on cool surfaces, such as windows, creating a perfect breeding ground for mold spores to thrive. Several factors contribute to elevated humidity levels within homes. Poor ventilation is a common issue that restricts fresh air flow and traps humid air. Without good ventilation, moisture becomes trapped indoors, increasing the likelihood of mold appearing on windows. Additionally, activities that generate humidity, such as cooking and bathing, can significantly raise moisture levels in your home. Understanding these factors can help in managing humidity levels and preventing mold growth. Proper ventilation, especially in areas prone to high humidity, can make a significant difference.

  If there is still a concern after the humidity in the home and the room in question has been reduced we would be happy to investigate as part of our commitment to providing 25 years of warranty support on our products and installations.

  Warranty: The warranty on our products and services takes effect once the balance is paid in full.
  
  We appreciate your cooperation and understanding in resolving the matter of final payment shortly.

  
  Thank you for your patience and cooperation.
  
  
  

  Customer Answer

  Date: 13/05/2024

  
  
  Complaint: 21646099
  
  
  
  I am rejecting this response because:
  

  We paid a little over $13,000 on the window and final $600 outstanding, and because of this, you saying the warranty is not effect unless paid full.

  I would like to see the your contract about the warranty which mentioned about effect after full payment.

  I did all what you recommended and still showing mold so we are going to ask someone to check our window. As I mentioned our little one sleep in this room  

  I've been waiting to solve this problem but it seems like you guys not going to check this for us so I think I don't need you to come check our window.

  So let say that I can't get warranty that first installed windows found problem middle of your guys installing which takes ovet a year to complete because didn't paid full. 

  I feel so not happy that I'm talking with you here and send me collection email at the same time.

  I am really busy and no energy to deal both. So should I reply to you guys here or email you sent me?

  Do one thing please! 

  Sincerely,

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

• Initial Complaint

  Date:26/03/2024

  Type:Service or Repair 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.

  On January 11th, 2024, we had an installation with Verdun for 2 of our windows. The guys that came to install them, first they showed up late and second they were being loud and rushing with the job. Not only they rushed with it but they didn't do the installation properly. My husband reached out to Verdun the same day to file a complaint, we asked for a compensation since the guys damaged our baseboard heater and smoke was coming out of it since some of the product they used to put on one of the windows fell in it but they haven't provided any compensation at all. Since we filed the complaint, they have been back and forth with us. They did send an electrician to repair and replace our heater and also they sent someone to come and inspect the job that the previous guys did however, they still haven't sent anyone to come and finally fix the issue with the windows as they keep cancelling the appointments because their technicians don't feel well. We were supposed to have them fixed today, March 26th but they cancelled the appointment again due to one of their technicians not feeling well and advised they can send someone until the end of April but they can still put us in a cancellation list. We need a final solution to this as we want to end any type of communication with this company. We asked for a refund or compensation and for someone to come as soon as possible and fix the windows.

  

  Business Response

  Date: 27/03/2024

  We sincerely apologize for the inconvenience you have experienced with the installation of your windows and thank you for sharing for frustrations. We understand your concerns and want to assure you that we take them seriously.
  We replaced the baseboard heater at our expense and have inspected the installation concerns you raised. We are prepared to resolve these issues promptly to ensure your satisfaction. We apologize for the delays in scheduling appointments. Unfortunately, we have had team members with unforeseen absences from work for various reasons, which has impacted previously scheduled appointments. However, please be assured that your warranty claim remains open and active. We have reached out today to schedule a visit for April 2nd and are awaiting your response. We are committed to resolving this matter to your satisfaction and hope to have the opportunity to regain your trust.
  Thank you for your understanding and patience.

  Customer Answer

  Date: 01/04/2024

  
  
  Complaint: 21487526
  
  
  
  I am rejecting this response because: we are not satisfied with the outcome. We spoke with Verdun today and are waiting on them to come up with a better resolution.
  
  
  
  Sincerely,
  
  
  
  ***** *****

  

  Business Response

  Date: 03/04/2024

  Thank you for your patience and for allowing us the opportunity to address your concerns regarding the installation of your windows. We sincerely apologize for any inconvenience and frustration this situation has caused. We understand your desire for a prompt resolution and are pleased to report that we returned and completed the work on April 2nd, as previously offered. We hope that this has helped to resolve the issues you were experiencing. If there are any new or recurring concerns, we encourage you to bring them to the attention of our warranty service department at your earliest convenience. We are committed to ensuring your complete satisfaction and are here to assist you in any way we can. Thank you for your understanding and for giving us the chance to make things right. We appreciate your business and hope to have the opportunity to serve you better in the future.

  Customer Answer

  Date: 11/04/2024

  
  
  Complaint: 21487526
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  
  ***** *****