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:16/02/2024

  Type:Billing 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.

  This company took so long to complete the order, the government ***** closed my rebate account due to inactivity. I couldnt move forward because the final installation had not been complete. They were to schedule the post assessment. By the time all of this was complete, the ***** closed. I withheld payment as I had told them my file had been closed. Since sharing my experience, I have warned others in hopes they never have to go through what I reference as, the worst customer experience ever. Their website is extremely positive and well marketed. From my experience, none of it is true.

  

  Business Response

  Date: 23/02/2024

  Hello ****,

  
  We apologize for the inconvenience and frustration caused by this experience. We have reached out with the hopes of making this right and consider this matter resolved. Please contact us directly if there is anything further we can assist with.

  Customer Answer

  Date: 23/02/2024

   
  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:14/01/2024

  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.

  Contract ******* signed March 6, 2023
  
  Initial installation mid July 2023 - Finish 29 Dec 2023 (noting that this was finished on the private initiative of an installer who felt bad about all the mistakes made by Verdun)
  
  Issue : We seek a rebate due to us being highly inconvenienced by a 5-month delay in finishing the installment of windows, due to repeated avoidable mistakes by Verdun Services in executing the contract. Nothing to do with supply lines they could not control. I also furnished and stained trims for which I should still be compensated. The refusal of a fully justified rebate on the $ 1614,94 balance so far inhibits the administrative conclusion of the project, including possible subsidies by the Greener Home program who can finally do their post installation assessment next week. I am getting avoiding responses if i ask for the rebate or to speak to the general management to raise the issue and settle this.
  
  My understanding is that we are not alone with this kind of experience. We did give kudos to installers who did a good job but had to put up with dismal back up service at the service core of the organization. They felt embarrassed more than once to have to let us down, in the face of yet another avoidable mistake of someone who apparently was ill-informed or did not check the clear specifications in the contract.
  
  We seek a settlement to avoid a stalemate that will not help either us or Verdun.

  

  Business Response

  Date: 17/01/2024

  Thank you for providing additional details regarding your concerns with Contract *******. We understand the frustration caused by the extended timeline and the inconvenience you experienced during the installation process. We appreciate your feedback and take your concerns seriously.
  Our team has thoroughly reviewed the circumstances surrounding the project, and we acknowledge the challenges faced during the installation, leading to the delay in completion. We sincerely apologize for any inconvenience caused, and we appreciate your acknowledgment of the installer's efforts to address and expedite the project's conclusion.
  After careful consideration, we regret to inform you that we are unable to provide the requested rebate. While we empathize with the inconveniences you've faced, we would like to clarify that the issues were resolved and we do not compensate for delays or customer-supplied materials.
  We understand your desire for a prompt administrative conclusion, including potential subsidies from the Greener Home program. Our Accounting team is ready to facilitate this process once final payment is received. Should there be any outstanding issues with the product or installation that require attention, please contact our Service department and they will work diligently to find a solution to any resolution required.
  
  

  Customer Answer

  Date: 17/01/2024

  
  
  Complaint: 21144875
  
  
  
  I am rejecting this response because while you acknowledge the inconvenience and sympathize in all the going buzz wording, you reserve the right to provide dismal service leading to a 23.5 week's delay in concluding the work at the expense of the client. 

  Your terms and conditions serve in part to cover this practice that violates basic service standards and lead to avoidingresponsibility for basic, attributable, mistakes within Verdun's control.

  My experience - and looking at the social media i am clearly not alone - shows that at Verdun the left hand often does not know what the right hand is doing, and existing clients are not prioritized over new clients;  volume comes first. I have also experienced any credible avenues to seek recourse in Verdun. These things are part of an organizational issue for which many of your clients bear the brunt. The stories get around and will catch up with Verdun sooner or later.

  Refusing to compensate in-kind input provided by a client appears to be part of the business model - effectively hiving off work that would without doubt otherwise need to be performed by Verdun. 

  The result is first that i am not inclined to ever use Verdun again (with many more Windows to go) and second, to recommend Verdun to my network, on the contrary, I would not recommend Verdun.

  I understand there are media that take client experience far more serious.

  I prefer to be honest and transparent in my rejection of your reply- It lasts longest.

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

  

  Business Response

  Date: 25/01/2024

  Thank you for providing payment for the remaining balance, your account is in good standing and we have provided the invoice you require for your grant application process. Your order and installation are fully warrantied by Verdun for 25 years and we remain at your service should you require our assistance at anytime during the warranty period. 

  Customer Answer

  Date: 25/01/2024

  
  
  Complaint: 21144875
  
  
  Hello

  As already indicated on the e-transfer, and in light of my complaint and rejection of your initial reply, the payment of the invoice should not be construed as consent to the 23+ weeks delays in finishing the job at my expense and my providing of supplies without any form of compensation. It is arguably not in order that the subsidy program gets de facto abused as it pressures clients to go along with dismal service that would otherwise be more effectively challenged.

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

• Initial Complaint

  Date:10/11/2023

  Type:Delivery 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.

  Ordered a door in September 2022, came to install in September 2023 with the wrong door. I asked for compensation on 10 000$ for a day of missed work, they offered 250$ but since I cancelled (November 2023 the door has not even been ordered yet so, canceling the order) the compensation is gone. I still had to miss work. I always had to call them to have an update on the delivery date (weeks before responding!)

  

  Business Response

  Date: 17/11/2023

  ********, we sincerely apologize for the challenges and delays you faced with your door order. As per the agreed upon terms, Verdun does not offer monetary compensation for lost time. It's important to note that any previous compensation offer, while beyond our required terms, demonstrated our commitment to a satisfactory resolution. Additionally, your order is not cancelled and remains active as you have not signed and returned the paperwork to do so. We look forward to resolving this matter, it remains our preference to proceed with reordering the door and successfully completing installation. However we also respect your preference to cancel and have provided this option as well, without penalty. It is now your decision to make, please advise on your decision promptly.

• Initial Complaint

  Date:31/10/2023

  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.

  On April 6, 2023, Verdun came to our home and sat with my wife and I. We purchased $ 12, ****** of windows and doors. Salesman wanted 25% down which was okay. Then salesman on his own stated that if yo pay all funds up front ($ 12,******), then the windows would be installed in 2 months. We agreed. We are now going into November, 2023 and nothing. E-mails were passed to each other about this problem. Verdun says...sorry but your contract says they are not responsible for delayed installations. I said well when you offered me to pay in full with windows coming in 2 months, that over rides your clause about not being responsible for the windows. Verdun also stated (I have the email) to agree on a solution to resolve the issue. The choices were...1). I want interest paid back to me from the beginning since they knowingly lied to me about the windows. 2) Give me back 75% of the $ 12, ****** in which I will gladly give back once my windows and ours have a guarantee install date or 3). I want my money back and go elsewhere or go to small claims court. Verdun agreed on #2 and stated it will take up to 5 days to have the money credited back. Well it's been about 2 months or so and no money refunded. A girl did call also about 2 months ago stating that my door was magically ready to be installed. I told her that our issue was not resolved and something was fishy about the door suddenly ready to be delivered. I refused the door. She said then that the sales manager would call me right back. No one has called. I did get a email that my order was cancelled but no refund. Verdun right now is enjoying my $ 12,****** of my money for maybe a xmas bonus for himself. Anyway, Verdun knows I'm filing in small claims court for the full amount of $ 12,****** plus interest and extra funds for breach of contract. To me, Verdun is over selling knowingly that their orders will not be on time and just sit back with the attitude about the "not being responsible clause".

  

  Business Response

  Date: 31/10/2023

  **************, we apologize again for any misunderstanding or miscommunication surrounding your order and installation.

  At the time of your order Verdun Windows and Doors was quoting ETAs of ***** weeks on new projects with a 25% deposit.

  We were also giving customers the option to pay in full upfront to receive their Windows in ***** weeks, or approx. 2 months earlier. You signed a contract with a ***** week ETA and provided payment in full.

  Upon learning of your dissatisfaction and misunderstanding surrounding the project timelines Verdun did discuss the option of returning the excess deposit (75%) if a new contract was signed reflecting a ***** week ETA. No new contract was ever signed so the original terms that were agreed upon still apply.

  If you received an email communication from Verdun that your order was cancelled please kindly provide this at your convenience.

  A Verdun employee, not "a girl", did reach out to you to schedule installation of your patio door when it was received earlier than originally estimated. This is usually a welcomed surprise however we understand you wanting to wait until all of the products were ready and have 1 installation date. We are now at the ***** week timeframe and have again reached out to schedule installation for your entire order. You have informed us you do not wish to proceed with installation unless funds are returned to you due to breach of contract. No breach has occurred and we genuinely look forward to successfully installing your windows and doors at your earliest availability.    

  Customer Answer

  Date: 07/11/2023

   
  Complaint: 20804129
  
  I am rejecting this response because:

  First of all, 30 minutes is not enough time to write the details down.  In short, Verdun Windows misled us to believe that the windows would be in 2 months earlier.  Concerned emails were ent August, 24, 25th, September 8th,.  The letter on September 25th is where he promised that we resolved the issue by temporarily refunding some funds.  Verdun then went silent and never spoke to me despite a registered letter dated September 25th.  On September 8th, a girl...yes a girl called to book a door install.  I refused.  The letter shows the install cancelled and that ************* would call me.  Never did.  On Oct 31st, 2023, Verdun called and said everything is ready and want to install.  This nine weeks after he was supposed to call me and about 12 weeks after he agreed to refund.  Later on October 31,, 2023 ************** himself called me to scare me into have the order installed or he would suede for not letting in his yard as he says.  ************ on the phone failed to try to work it out as seeing me was all it as about.  I tried several times to work this out with Verdun but lack of respect, a one sided contract and ignorance stood in the way.  He does not mention seeing me in his BB letter.  ************ is playing the BBB as he has no mentions in doing what's right.  A section in the ******* consumers act states "  When a salesman comes to your door and mis leads you or tricks you in anyway, the consumer has one year to cancell.  That is what I want to do.  Verdun need someone to shadow Mr. ***** as he is slowly taking down Verdun.  There's more here but like I said 30 minute is not long enough.  I do have emails if you require them.  PS:  With the order now that he claims is al ready...dos he not realize that the windows are still not installed.  Either way you look at it...Verdun did not install the windows in 2 months and if he believes now that they meant 2 months before the doors are to be installed...that did not work either as the windows are not installed but the other products are ready now.

   

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

  

  Business Response

  Date: 07/11/2023

  ************** it is very apparent that there were misunderstandings regarding the installation timeframe but you were not misled. The entire order is ready for installation within the estimated timeframe on the contract. We are ready to install and have contacted you to schedule your installation. We look forward to hearing back from you and providing you with the the quality products and installation you have purchased.

  Customer Answer

  Date: 13/11/2023

   
  Complaint: 20804129
  
  I am rejecting this response because:

  Verdun has turned this case from an easy fix to an obsession now.  I tried several times through emails over the months to resolve this.  Verdun has not once made an effort to solve this case.  Even trying going through BBB was point less to Verdun as in just the last few days has tried to intimidate me by trying to bully me.  On November 8, 2023 the day right after he sent a meaning less response to BBB, ************** called my house and made threats in getting his lawyers to come for me because I would not let him in my yard.  Also in that conversation when I asked why he ignored me in August when he promised me a temporary refund....but never went through with it.  **************, even did not make an attempt to contact me for about 9 weeks despite even a registered letter in October....his response was "I was too busy to let me know".  How pathetic.  Then on November 9, 2023, ************** had an employee to email me to say that I will charged storage fees starting in 5 days...this is going on while were trying with BBB to work something out.  Finally, I will not give in to an irresponsible narrowed minded business who tried to trick me in a one sided contract done in bad faith, a business who tried to cover it up by lies, fake promises, false BBB submission (the first on) and now threats.  I sent another registered letter on November 10, 2023 stating that I'm going to the nest step which is the *************************** who acts on businesses who try to pull a fast on on a client in their home.  They took  $ **** on April 6, 2023 and in return I get c*** in my face.  This is too much money to let them walk over me.  I even sent a letter to the CEO...no response.  Justice is coming in early **** to Verdun....I can wait. ************ learned...Do not let any  door salesman trick you into paying up front like I did.

   

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

  

  Business Response

  Date: 14/11/2023

  **************, we remain ready, willing and able to install your windows and doors. You signed a contract with Verdun which states a ***** ETA for installation. The products were all ready within this time period and certain products much earlier as you have alluded to in earlier communications. Following our standard procedures we have made multiple attempts to schedule your installation and unfortunately have been unsuccessful. We have been paid for the product and installation already, we simply wish to carry out the work and fulfill our obligation. As an alternative solution and to avoid any additional storage fees we could facilitate the removal of the installation charges and deliver your products to you if that would be preferable. 

  Customer Answer

  Date: 22/11/2023

   
  Complaint: 20804129
  
  I am rejecting this response because:
  

  Regarding Verdun's recent response...they are having trouble understanding the main issue they have created all on their own which was on April 6/2023 where I was tricked into paying ****k upfront believing that the windows would not be ready in 2 months.  Since April 6, 2023 and once I caught on to their scheme, I have been lied to, threatened that he will get his lawyers, threatened to charge me storage fees, intentionally ignoring me from August - October 31st despite a registered letter.  ************** response to this was because and I quote "I was too busy for you".  Verdun back in August knew not to go ahead with the order because of the on going issue of the one sided contract.  Verdun during their time of silence went ahead and assembled one of my doors (which was initially supposed to be ready in about nine months but suddenly fell out of the sky in August...and wanted to install it. This is an attempt to distract me of the issue that got us here.  Then on October 31st, everything was suddenly ready.  What happened here is probably,  other customers have to suffer by their order being delayed to fast forward mine.  So, the windows (according to his secretary ***** on the phone stated windows will not be ready until November the earliest.  So why would me or anyone else pay up front knowing that would be at least 6-7 months for install.  How did the door come in months faster when it was stipulated it would take about 36 weeks...either way the windows did not come first as promised. If the salmon would have left all alone on the 25% deposit we would not be here today.  The latest now, is Verdun wants to drop off all my order in my drive way and credit me back installation charges.  (Never going to happen).  But just say I did...the amount to be refunded is not mentioned as Verdun did not say how much...also what would happen if items or damaged or will not fit...I will be totally screwed.  On line horror reviews regarding their install problems are huge and I cannot take a chance like that.  These reviews are all recent and tell you Verdun has no plans in the future in showing respect and customer service for their clients.  ********************** lives on intimidation and bullying when they create their messes.  Verdun should the right thing and refund me my ****k while they still have time before January as then things will start to move.  Enough is enough...endless negative reviews tells you that **** may be the year customers fight back.

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

  

  Business Response

  Date: 29/11/2023

  **************, we appreciate your continued communication regarding your concerns, and we understand the frustration this situation has caused. As previously mentioned, all the products included in your order were ready within or before the estimated timeframe outlined in the contract. We have made multiple attempts to schedule the installation, but there is a refusal on your part to proceed with the agreed-upon installation. In an effort to address your concerns and bring this matter to a resolution, we have offered an alternative solution. Specifically, we proposed facilitating the removal of the installation charges and delivering the products to you. This would allow you to receive the products while avoiding any additional storage fees. We understand your reservations about this proposal and the potential risks involved in delivering the products to you. However, we want to emphasize our commitment to resolving this matter and fulfilling our obligation to you. The decision on how to proceed is ultimately yours. We remain ready, willing, and able to install the windows and doors at your earliest convenience. We appreciate your attention to this matter and hope to find a mutually agreeable resolution soon.

  Customer Answer

  Date: 07/12/2023

   
  Complaint: 20804129
  
  I am rejecting this response because:
  

  Again, we are not going anywhere.  Verdun likes to twist words to make them look good to cover up their errors.  If Verdun did not trick me in the first place ,to pay in full stunt....then we would not be in this position.  If anything now, hopefully will learn not to play around with seniors.  Once again, Verdun after we agreed to put down 25% initially, then stated that if I pay in full (****k), then windows would come 2 months earlier...which I fell for.  Why did he not offer the pay in full offer at first? The windows were not actually ready for 6-7 months later and that's because Verdun more than likely pushed back other orders (which grows more complaints for them) to speed my order up seeing the position they found themselves in. I could have made interest on that money myself instead of them.  The above alone is what caused the order cancellation.  The order was not started yet when all this mess started.  Verdun then ignored my registered letter and ignored me for about nine weeks despite a promise from **** that (August 25) ************** would call... but never did.  Then all of a sudden in early November, the whole order fell out of the sky and so he calls me after 9 weeks of ignoring me to say "hey ****** I have your order ready....but ignoring the promised resolution that ************** agreed on.  Then ************** then graduated into lawyer threats along with not being honest with twisted words to the BBB on what really happened and having an employee threaten me with storage fees.  Verdun then offered to just drop windows that he should not of went ahead with assembling before our issue was worked out...but he took the chance.  Verdun owes me ****k plus interest as he knows in January, I will removing to ***************************.  This kind of behaviour by Verdun is unacceptable and I am willing to go farther to see if their ad business practices are legal.  He has control now because he has all the money.  I'm leaving shortly for holidays until Xmas...so maybe Verdun will come to their senses before January ****. I'm dun  the Verdun Horror Train and want off.
  
  ***********************

• Initial Complaint

  Date:25/10/2023

  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.

  Started in August 2021, still not finished or resolved. Contract for 11 windows, only 8 installed, 5 still not installed correctly not working, Three never installed at all. Numerous visits to my house, moving furnature, time adjusted for meeting ****** to measure, ( wrong measurments, windows brought to install more then once then returned because they could not install.)

  

  Business Response

  Date: 27/10/2023

  *****, we sincerely apologize for the extended and frustrating ordeal you've had to endure. We deeply value your trust and are committed to ensuring that your installation is completed to your satisfaction, and any issues with the windows are promptly resolved. To address your concerns, we have arranged an on-site evaluation with our installation managers for next week. This step will help us identify the root causes of the delays and issues, so we can take corrective measures promptly. Moving forward, we are determined to provide you with a more efficient and transparent experience. Your satisfaction is importance to us, and we will do our utmost to ensure a swift and satisfactory resolution. Thank you for your patience and collaboration as we work to make things right.

  Customer Answer

  Date: 13/11/2023

   
  Complaint: 20780722
  
  I am rejecting this response because:

   

  This is there solution, which I have had at lease 4 or 6 times ago on different dates: When their inspection **** came by a couple of weeks ago he said, he see no problem that this will be solved fast, and was going back to the warehouse to find the missing windows that had been produced, but have never heard back from him and received this update from ******: Now one part maybe Oct.24th , the rest parts ordered, or reported.  I can send you this same kind of report over the last two years if needed. Nothing has been done. 
  
  Thanks:
  

  
  

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

  

  Business Response

  Date: 21/11/2023

  Thank you for your message, and we appreciate your ongoing patience throughout this process. We understand the frustration caused by the delays in resolving the concerns raised. ******* inspection was crucial in identifying the issues, and we have made significant progress in locating or producing all the necessary parts for your project. Unfortunately, the interior arched trim for the arched window had to be re-ordered from our supplier, causing a delay. Rest assured, as soon as we receive the missing trim, we will promptly schedule the installation to address all outstanding concerns. We acknowledge your concerns over the extended timeline and sincerely apologize again for the inconvenience this has surely caused. We value your continued understanding and thank you for bringing this matter to our attention. If you have any further questions or concerns, please don't hesitate to reach out.

  Customer Answer

  Date: 21/11/2023

   
  Complaint: 20780722
  
  I am rejecting this response because: I have received numerous updates over the last 2 plus years, stating the same items and windows. I tried to attach my files but they are two large, the one I sent to BBB awhile back, which I can resend by email, showing every update from 2021. I can not agree with the response as it will be deemed closed by the BBB. Also I would like to know what ****** is deciding to do with the balance, as it keeps showing up with certain updates.   
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 01/12/2023

  Thank you for your continued communication *****. We understand and appreciate your ongoing patience throughout this process, and we sincerely apologize for the extended timeline and inconvenience caused. We want to assure you that our commitment to resolving the issues and completing the onsite work to your satisfaction remains our priority. As mentioned in our previous communication, we are awaiting the arrival of the interior arched trim for the upper window, which unfortunately had to be re-ordered from our supplier. Once we receive this last part, we will promptly schedule the necessary remedial installation to address all outstanding concerns. We fully comprehend that you will not be satisfied with the resolution until the onsite work is completed, and we share the same goal. We are hopeful that with the impending arrival of the shaped trim and your availability, we can complete the remaining work before the end of December. Regarding the outstanding balance on the account, we acknowledge its presence, but our primary focus at this time is on successfully completing the onsite work to your satisfaction. We understand the importance of your concerns, and we are dedicated to making things right.

  Customer Answer

  Date: 01/12/2023

   
  Complaint: 20780722
  
  I am rejecting this response because: For the numerous time, it has been extended again, saying that November I would be getting some replacements, Now its December, Not even one or two items fixed yet. They have trucks around this area, it would have been nice to have a couple of windows installed  before the cold weather. 
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 07/12/2023

  Following the arrival of the interior arched trim on December 4, our team promptly scheduled installation and service appointments to resolve all outstanding issues as previously assured. On December 6, our team of installers and technicians completed the necessary work to resolve all of the previously identified issues with the products and installation. Moving forward, we are committed to providing continued support through our 25-year warranty, ensuring the long-term satisfaction and functionality of your windows. Thank you again for your patience and cooperation.

  Customer Answer

  Date: 07/12/2023

   
  Complaint: 20780722
  
  I am rejecting this response because: Although most work was completed there still is an outside window to be completed, where the roof cannot be accessed in winter, there wa 2.5 years to complete this and I will need it completed in the spring. Also this business keeps sending me bills for a full price as completed. I did not want to wait 2.5 years documented to be charged full price, for the frustration, and numerous visits to keep coming back to repair their mistakes. And the inconvenienve with every visit to have a house of five and 6 people over the years disrupted. Please have them document every visit and day and time wasted with bad measurements, wrong windows being brought out that don't fit, and or needed missing screens, or adjustments. I operate a homebased business, which each time of returned visits, did require past my main entrance of my business. The workers themselves were very polite, and with some of them returning many times, but always the same result that cause delays in months each time as documented.     
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 08/12/2023

  Thank you for providing us with this update. The installation team had previously reported all outstanding work to be completed. We attempted to contact you via phone to discuss the completeness of the work and your satisfaction, but unfortunately, our call went unanswered and voicemail unreturned. We have followed up with the team and they have confirmed your report that the exterior finishing work was not completed. Rest assured, we are committed to addressing this outstanding matter as soon as we can access the work space. The window itself is installed, weather-tight and functional. Regarding your concerns about billing and compensation, we appreciate your feedback, however we will not be discussing compensation on this platform. Our focus is on completing the outstanding work and addressing any remaining issues to ensure your long-term satisfaction.

  Customer Answer

  Date: 08/12/2023

   
  Complaint: 20780722
  
  I am rejecting this response because: I did see the phone and email, which after work today I am dealing with it! This is not a full time job dealing with this issue. And yes they can arrive as requested, but with no damage to the metal roof as the other repair people had mentioned would happen if they attempted.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:20/09/2023

  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.

  Windows were purchased from Verdun in 2021. Several windows were installed improperly (insufficient insulation), or were broken (cracked windows), or had missing parts (missing locking mechanism etc). We are still working with Verdun to have the broken windows fixed. Their internal communication is abysmal. Every time a technician comes to the house to fix the broken windows they come without proper equipment or parts. It has been over two year since the original installation and I'm still waiting for someone to come and fix the windows.

  

  Business Response

  Date: 28/09/2023

  We would like to extend our sincere apologies for the ongoing issues you have experienced with your Verdun windows and installation. Your feedback is essential to us, and we genuinely share in your frustrations regarding the installation, repair, and communication challenges you have faced.
  We acknowledge that there have been issues with some of the windows which have not been addressed to your satisfaction. We understand that the internal communication regarding these matters has fallen short of your expectations, and for that, we deeply apologize.
  We want to assure you that we are fully committed to resolving all outstanding issues and providing you with the level of service you rightfully deserve. To this end, we have scheduled our technicians to revisit your home on September 29, 2023, with the intent of addressing and completing all pending repairs and adjustments.
  Furthermore, we want to emphasize our commitment to honoring the 25-Year warranty as promised when you purchased our windows. We are dedicated to ensuring that the product support you receive is comprehensive and thorough.
  Once again, we apologize for any inconvenience you have endured thus far. We genuinely appreciate your patience and understanding as we work diligently to resolve these issues. 
  Thank you for choosing Verdun, and we are committed to making things right for you.
  
  

• Initial Complaint

  Date:07/09/2023

  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.

  In Sept. 2021 we had 4 windows installed by ****** Windows. It was a day with possible rain and instead of taking one window out at a time( in case of rain) they took all 4 huge windows out before replacing them and allowing rain inside the house.And, only 2 employees were sent for one huge picture window installation. They could not lift it, so I had to help. ( I was 65 yrs old at the time) My Wife and I discovered after we cleaned the windows, several defects in 2 of the 4 new windows.It took months and months to have them return to replace the thermal units and to find out that one of the two new thermal units was manufactured wrong.Then again it took months and months to have that 1 defective unit replaced. While replacing the unit we asked the technician to check the huge picture window and the seal, as air was coming in, he told us the theraml unit should be replaced as well ( #3) and a new unit would be ordered. Finally ****************** thermal unit was ready in the fall 2022 and they sent 4 people to lift it and it didn't fit and after pounding on it for an hour, and damaging the frame and theraml unit, we were told the frame was originally installed out of square and a whole new unit would be manufactured to replace that damaged unit.Now, Sept 1 st 2023 a date was set for the install and we told several people at Verdun windows they needed at least 4 people to lift and install the window and were assured 4 people would be there.Last week Sept 1st 2023 came and only 2 people showed up and one was the original person who did not install it properly in the first place ??They refused to install it, as it was too ****** and left. While the technicians were at our home, I called to talk with the service manager and was told to email him with the details and he would respond right after his meeting.That was last week and still no corresponance from the service manager or no appointment to have ****************** replaced .This should be resolved.

  

  Business Response

  Date: 13/09/2023

  The newly remade picture window was successfully yesterday, Sep 12, 2023. Thank you for your patience and understanding.

  Customer Answer

  Date: 13/09/2023

   
  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:08/08/2023

  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 Order number ********.
  Multiple windows and doors ordered in April 2022 with a total cost of $36, 368.37. I paid a 25% deposit of $9,100.00 to Verdun on April 14, 2022 by **** and was quoted approx 23-25 weeks until installation. Windows actually took 50 weeks and were not installed until April 6-7 2023. We paid the remaining balance in full at that time, even though one window (which cost $2,178) was missing and its installation had to be pushed to April 20, 2023.
  On April 20, 2023, the installers broke this last window during the final steps of installation and they taped the broken glass together with red tape. New glass was ordered. We waited another 9 weeks for Verdun to finally come and install it. When the installers arrived on June 23, 2023 to complete the job, they said the wrong item had been ordered and I'd have to call their office to re-order the window and reschedule installation again.
  Upon contacting Verdun, they committed to getting the window by July 13th with its installation to be booked for shortly after. I understand the window has now arrived at their warehouse but they will not book the installation. They have promised to call me back with updates on multiple occasions, but they never do. They appear to be choosing to no longer prioritize the unfinished work at my house, despite the fact that I have paid in full and have been waiting 16 months for this job to be done.
  In addition to a billing adjustment of $2,200 + tax and interest (i.e. refund the cost of this final window due to their failure to deliver products and services within a reasonable time) I would like the job completed immediately.

  

  Business Response

  Date: 10/08/2023

  We understand your frustration and regret any inconvenience this delay may have caused. We want to assure you that we value you as a customer and take your concerns seriously. We prioritize all of our customers, orders, installations and warranty services equally and remain fully committed to the successful installation of the remaining window and completion to the project. Yes, a component of the required parts was received in our warehouse and you received an email updating you of this progress. However this was not the full extent of the parts needed for us to be ready to contact you to schedule your installation. We did not call to book installation because not all required parts were received. It is not because we are prioritizing other customers. We apologize if we have not met previously supplied ETAs, we make every e?ort to make sure we stay within the estimated time frame but we do not guarantee any installation date.
  
  We will not be discussing any billing adjustments here and will consider the matter successfully resolved and contract fulfilled upon completion We appreciate your patience and cooperation throughout this process.

• Initial Complaint

  Date:27/07/2023

  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.

  On August 11, 2022 I signed to purchase a patio door from Verdun. The estimated delivery and installation date was 40-42 weeks from date of signature, bringing me to May 2023.
  
  On June 7th, 2023 they came to install the door. The installers found that the door ordered was completely incorrect. They mentioned that they had seen many issues with orders relating to 1 particular employee who had recently quit. No corrections were made on Verdun's part to go back and recheck all his work and orders.
  
  I reached out to Verdun on many occasions after June 7th with very little answers. The new manager told me today (July 27th) they won't refund my deposit and that I need to continue waiting for the replacement order. I find this completely unacceptable since it is way passed the timeline provided in the contract.
  
  On July 27th, 2023 they are now telling me the new door is ready after I asked them to cancel it. I am seeking my $1100 deposit to be refunded.

  

  Business Response

  Date: 28/07/2023

  Hello *******, thank you for bringing your concerns to the attention of the ****** ******** ****** for their assistance. We apologize that an error in measurement was found upon receiving your patio door which required additional time to correct. We have notified you that the corrections have been made and we are ready, willing and able to proceed with installation of your patio door. Please note that while we do provide an estimated time to completion in the contract, we make every effort to make sure we stay within the installation time frame, but we do not guarantee any installation date. You have entered into a legally binding contract with Verdun Windows & Doors and are obligated to proceed with the purchase. We look forward to hearing back from you to schedule installation and apologize again for the delay and any inconvenience caused.
  
   

  Customer Answer

  Date: 28/07/2023

  
  
  Complaint: 20384158
  
  
  
  I am rejecting this response because:
  
  The time frame is unacceptable and the previous sales rep told me it would not go passed the 42 weeks. I am no longer in need of their replacement patio door which added another 2 months to the wait time. The details provided for the door were all wrong. When ****** quit and there were many issues found with his orders, measures should have been put in place by Verdun to correct that. It was known that there were many problems with his orders. Having a customer wait almost 1 year to put a door in is completely unacceptable. I would like to have my full money refunded at this point.
  
  
  Sincerely,
  
  
  
  ******* *****

  

  Business Response

  Date: 31/07/2023

  We understand and acknowledge that the initially provided timeframe for your order was not met. It's important to note that the timeframe provided is an estimate, and unforeseen external factors can contribute to delays, which are beyond our control.
  We take responsibility for any issues that were within our control, and as soon as we became aware of the measurement error, we took immediate corrective actions. We deeply apologize for any additional time that was added to the order and installation process as a result of this issue. Rest assured, these concerns have been addressed, and the product is now ready for installation, as previously communicated.
  We remain committed to fulfilling our contractual obligations and we are eager to install the product at the earliest date and time which you are available. However, we regret to inform you that a refund of the deposit will not be issued as the product has been manufactured already. Please be assured that we have taken the necessary steps to prevent similar issues from occurring in the future, and we are dedicated to providing you with a smooth and satisfactory experience moving forward.

  Customer Answer

  Date: 31/07/2023

  
  
  Complaint: 20384158
  
  
  
  I am rejecting this response because:
  
  
  I do not need the the door anymore. Given this exceptional situation that could have been better controlled by Verdun, I think this is unbearable and unacceptable for a customer to have to wait this long for an error to be corrected. I do not need the door anymore. I would like to have a full refund. This could have been avoided in so many ways. I was not treated fairly. I was ignored and avoided many times. I am extremely unhappy and disappointed with the level of customer service by Verdun. 

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

• Initial Complaint

  Date:03/07/2023

  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.

  My husband and I purchased 2 doors and 4 windows from Verdun in April 2022. They were installed in October 2022. However, on one of the doors it came with clear glass instead of the privacy glass we ordered. Verdun said they would fix the problem and ordered the proper door insert. This came in February 2023. However, when they tried to install it, they didn't have the correct tool and could not install it. They took the new insert with them when they left. Two follow appointments were no shows by Verdun with the excuse that they couldn't find the insert. They finally rescheduled in June 2023. They came while my husband was working from home and when he checked on them, they had "fixed the leak" in our door by sealing the clear glass into the door. They also left several screws uncovered. We have tried to reach out to Verdun to follow-up as we want the privacy glass we ordered. They have not returned our email in 3 weeks.

  

  Business Response

  Date: 12/07/2023

  We understand your frustration with the delays and inconvenience caused by the incorrect glass insert and the subsequent failed attempts to install the proper one. We apologize for any inconvenience this has caused you and your husband.
  Rest assured, we are actively working on rectifying the situation. We have followed up with the door manufacturer to ensure that the correct privacy glass insert is obtained. Once we receive confirmation and an estimated time of arrival for the replacement part, we will promptly inform you.