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:05/06/2023

  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.

  We entered into a contract (********) with Verdun in April 2022 to supply and install a new patio door and new side door. A deposit of $2000 was pad at that time on a total contract cost of $6,636.59. When installation time came in July, the patio door was deemed to be incorrectly sized and needed to be modified. I was told numerous times this would be completed and done so to my satisfaction. Since then, Verdun has arrived 3 additional times to perform the installation - each time the patio door and side door are incorrectly sized and do not fit and cannot be installed. The most recent installation attempt happened in early May 2023 and again nothing could be installed. After complaining to the installation and sales manager (**** and ******) about my nearly year long struggles with Verdun - we agreed to allow Verdun one more chance to make this right - if that failed I was allowed to nullify the contract and receive a refund (I have this in writing via email). I later then receive an email stating that they cannot modify the patio door frame as required and that I will need to accept a smaller door but with additional trim. I indicated to them that this wasn't not acceptable to me and that I wanted to nullify the contract. My request was refused and they are insisting that I accept a different sized patio door using additional trim and gapping at my hardwood floor. After a year documented struggles with this company. I'm done. They have misled and deceived me numerous times and I am seeking a refund of my deposit so we can part ways. Anything short of this will result in legal escalation. I have attached my contract details as well as my recording of interactions (calls, messages, emails) with Verdun.

  

  Business Response

  Date: 08/06/2023

  We sincerely apologize for the frustrations and inconveniences you have experienced throughout this process. We understand that there have been multiple attempts to install the doors, but they have been found to be incorrectly sized or unsuitable for installation. We acknowledge the inconvenience this has caused you, and we genuinely apologize for the delays and frustrations you have endured. Our team has made several attempts to rectify the situation, and we appreciate your willingness to give us another opportunity to make things right. Please be aware that at Verdun, we are fully committed to supplying and installing doors of the highest standard, ensuring proper size and fit. We have offered alternative solutions based on our professional opinions and expertise, aiming to achieve the desired results. Regrettably, it appears that our proposed solutions have not been accepted. While we acknowledge your request for a refund and contract cancellation, we will not be taking this into consideration at this time. We remain committed to fulfilling our contractual obligations and working towards a satisfactory resolution. We assure you that our team will continue to explore all available options to address your concerns and complete the installation to your satisfaction. We understand the frustration caused by the delays and perceived lack of resolution in this matter. However, we genuinely value your business, and we are dedicated to finding a suitable solution that meets both your expectations and our commitment to quality.

  Customer Answer

  Date: 08/06/2023

  
  Complaint: 20143740
  
  I am rejecting this response because Verdun has had ample opportunity to resolve this and has already agreed to provide a refund if the most recent attempt failed -- which it has. I have this agreement in writing and have attached it here.

  Please honor the agreement to nullify the contract and provide a refund.

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

  

  Business Response

  Date: 09/06/2023

  Apologies but we have not received any documentation or evidence indicating an agreement to nullify the contract and provide a refund. In order to address your concerns effectively, we kindly request you to provide us with the specific documentation or correspondence that references the agreed-upon refund and contract nullification. This will enable us to investigate the matter further and ensure that we can reach a satisfactory resolution. Our commitment remains towards completing the project as outlined in the contract and finding the most suitable approach to achieving the desired results. We value your business and aim to work collaboratively with you to address any outstanding concerns. Please feel free to forward any relevant documentation to us, and we will promptly initiate the necessary investigation. We appreciate your cooperation and look forward to resolving this matter to your satisfaction.

  Customer Answer

  Date: 06/07/2023

  
  Complaint: 20143740
  
  I am rejecting this response because:

  Per our phone discussion, I would like to have this complain reopened as it has not been resolved. It appears that the attachments that I provided in the *** message interface were not included in the message going to Verdun.  This attachment outlines their agreement to nullify my contract and is what they have most recently requested.
  
  I have also included the attachment here if it is needed.
  
  Thanks
  ***** ******
  

  
  

   

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

  

  Business Response

  Date: 13/07/2023

  *****, your expectation of a 6 inch deep patio door frame with a 2 inch jamb is unfortunately not possible to provide as both our Installation Manager and Sales Director have already explained. Our patio door frames are manufactured in 5 ½, 6 ?  and 7 ¼ inch depths and the depth can be further customized with interior frame extensions. Our proposal for your order and installation of a 5 ½” frame with a 2 ½” extension will provide you with a successful installation and will accommodate your existing shutters. We will not be considering cancellation of a two door order over a half inch dispute on one of the doors.

  Additionally, the deposit you provided upon placing the order is intended to cover the cost of materials that have already been sourced specifically for your project. These materials were procured in good faith, based on our mutual commitment to proceed with the order. Regrettably, should you choose to no longer do business with Verdun, we will be unable to refund the deposit, as it will be used to offset the expenses already incurred. We genuinely value your business and want to ensure a satisfactory resolution and successful installation. Thank you for your understanding.
  

  
  

  Customer Answer

  Date: 13/07/2023

  
  Complaint: 20143740
  
  I am rejecting this response because:

  I have been asking for a 6 inch frame and 2 inch jam extension since it was realized that a 6 1/2 door will not work.  It took Verdun over 15 months to realize that what was in the contract and clarified through numerous emails, calls, etc.  could not be provided to me. All of this is documented in my original complaint and no new information is provided in your response -- its the same rehashing of previous discussions.

  As already stated, Verdun is now trying to alter the work that was already agreed too. I do not accept this alteration and this will not work in my home. The amount of additional trim required will alter the visual appearance and cause aesthetic and hardwood flooring issues. None of this is acceptable and goes entirely counter to what the sales rep, installation manager, and service manager knew I was expecting and told me they could deliver. I have effectively been baited and switched.  More over, I have a written acknowledgement that I can be provided a refund upon my request if Verdun cannot meet the agreement.   

  This will be my last attempt and message using *** to resolve this matter. The _only_ resolution that is acceptable to me at this point is a nullifying of the contract, as previously agreed, and a refund of my deposit.  If Verdun is now unwilling to honor their agreement to nullify the contract, I will proceed with complaints via the Ontario government as well as legal action in smalls claims court.

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

  Customer Answer

  Date: 14/07/2023

  
  Complaint: 20143740
  
  I am rejecting this response because:

  I have been asking for a 6 inch frame and 2 inch jam extension since it was realized that a 6 1/2 door will not work.  It took Verdun over 15 months to realize that what was in the contract and clarified through numerous emails, calls, etc.  could not be provided to me. All of this is documented in my original complaint and no new information is provided in your response -- its the same rehashing of previous discussions.

  As already stated, Verdun is now trying to alter the work that was already agreed too. I do not accept this alteration and this will not work in my home. The amount of additional trim required will alter the visual appearance and cause aesthetic and hardwood flooring issues. None of this is acceptable and goes entirely counter to what the sales rep, installation manager, and service manager knew I was expecting and told me they could deliver. I have effectively been baited and switched.  More over, I have a written acknowledgement that I can be provided a refund upon my request if Verdun cannot meet the agreement.   see attached document

  This will be my last attempt and message using *** to resolve this matter. The _only_ resolution that is acceptable to me at this point is a nullifying of the contract, as previously agreed, and a refund of my deposit.  If Verdun is now unwilling to honor their agreement to nullify the contract, I will proceed with complaints via the Ontario government as well as legal action in smalls claims court.

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

   

  

  Business Response

  Date: 19/07/2023

  We would like to reiterate our commitment and objective to deliver high-efficiency products and a professionally executed, long-lasting installation that will greatly benefit you and your home for years to come. We sincerely hope that you will grant us the opportunity to fulfill this promise. It is important to clarify that we never agreed to a return of your deposit, as we have already acquired specific products and materials specifically for your project. It is regrettable that we find ourselves in this situation; however, we are confident that we can successfully complete your project to your utmost satisfaction. While we aim to prevent any further escalation of this matter, we acknowledge your right as a consumer to proceed in the manner you deem appropriate. We have presented fair and practical solutions and remain fully dedicated to achieving the successful completion of your door replacement project.

  Customer Answer

  Date: 19/07/2023

  
  Complaint: 20143740
  
  I am rejecting this response because:
  

  Your response is misleading of the facts and does not represent any new or acceptable resolution. My future responses will mirror your own and I will proceed with further escalation and legal action. Please know that all *** correspondence will be recorded and used in small claims court if necessary.

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

• Initial Complaint

  Date:03/06/2023

  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.

  On June 8, 2021, I ordered a front door from Verdun. Order ********. It was delivered in 2022 with a gouge on the threshold. I asked if the door could be installed as is, and the threshold replaced afterward. The installers said no, so I declined delivery, which was sent back for threshold replacement. (NB: I was willing to accept delivery.) In 2022, the door was delivered again. There were scratches and peeling paint. The installer argued that touch-up paint would fix the scratches; Trim would cover the peeled paint. We tried a piece of trim up against the door and it did not cover the chip. Again, I declined delivery. I will also note that the door was unwrapped coming out of the truck. No protection at all in transit. On April 28, 2023, I received an email from Verdun, saying that my touch up paint was in. I don't think this message was supposed to be sent to me, but I responded that I hoped someone was not touching up my door. I expect a new door. I had never accepted delivery of this door, so I didn't understand why it was being treated as "mine" under some kind of warranty. No response. On June 2, 2023, I was told that my door would be delivered on June 8. I fear that I'm going to see the same door that they twice tried to deliver to me, but with the spots touched up. If I see touch-ups, I am going to decline delivery again. I am paying thousands of dollars. I want a new door. Several times, I have asked for my $1200 deposit to be returned, the sale cancelled. They say, "We have a contract", but they're not honouring the contract by sending me a door with scratches and chips. Am I supposed to pretend I don't see touch-ups? I won't. I want my deposit back so that I can bring my business elsewhere. I had been happy with Verdun in the past. They installed 16 windows in our home in 2018 and 2020. However, what's going on this time is not ok. They are signing as many contracts as possible, but can't deliver.

  

  Business Response

  Date: 08/06/2023

  We apologize for the inconvenience you have experienced with your front door order from Verdun (Order ********). We understand your concerns regarding the condition of the door and the multiple delivery attempts. We were granted permission by another member of your household to touch up the paint on the door. However, we understand your hesitation to accept a door that had previously presented issues, even if they were addressed through touch-ups. To ensure your satisfaction, we have initiated the process of ordering an entirely new door that meets our high standards. Our goal is to rectify the situation promptly and provide you with a front door free from any defects. While we understand your request for a refund and cancellation of the sale, we are committed to fulfilling our contractual obligations by supplying and installing the contracted door. We apologize for any miscommunication or lack of responsiveness and assure you that we are actively working to resolve this issue. We appreciate your previous satisfaction with our services and aim to restore your trust in Verdun. We will notify you when the newly constructed door is ready for installation.

• Initial Complaint

  Date:24/04/2023

  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 2 windows in April 2022. Windows were installed on November 14 2022. On November 19, we reported that one of the windows would not open properly. After several missed appointments (Verdun rescheduled twice) their techs showed up on Jan 20, 2023 and diagnosed a manufacturing defect. On Jan 31, Verdun emailed to say that a new frame was being manufactured and should be ready for installation in 6 - 8 weeks. I have phoned them several times during this period but, as of today, April 24 (13 weeks later) , I still have not heard when they might be able to correct their manufacturing defect and am fed up with phoning and emailing them trying to get a resolution to this problem.

  

  Business Response

  Date: 24/04/2023

  *****, apologies for the delays affecting our ability to service your window in a more timely manner. A defect was indeed found and the most complete solution would be a frame replacement. The most recent ETA from our production department is that the frame will be completed the week of May 9th. We will contact you to schedule once we receive the frame from production. Once again we apologize for the delays.

• Initial Complaint

  Date:20/04/2023

  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.

  Our house was built in 1986, had original windows until Verdon Windows came in and changed it 5 years ago. About 2 weeks ago, we started renovating the kitchen and we found the exterior wall damaged with mold and wet. Leak was coming from the top of the window and dripping down sideways damaging all of the exterior wall and the base. Verdun was the only company that had touched that part of the house and would not own up to it. I was not notified then of any issues around the new installed window. A representative from Verdun Windows came in and explained/inspected the vicinity and told us that a J-hook was not wide enough to cover the top of the window and that is where the water is coming in from. Why was I not informed then of the Jhook shortage when Verdun was installing the new window? I feel like Verdun had a "slap the new window and let us get out of here kind of a job." Verdun had claimed that they never touched that part of the window but based on the damage (as seen in the picture) it age back to when they had installed. Please help. Thanks!!

  

  Business Response

  Date: 27/04/2023

  We have conducted both onsite and teleconference meetings with Mr. ********.

  We explained to Mr ******** that the issues pertaining to the mold and leak are due to the integrated J border trims done by the siding contractor.

  These borders are not renovated by Verdun and are part of the initial siding installation.

  We suspect a slow leak created the reported damages. The Leak generated from the upstairs border flashing on the outside left hand side.

  Mr ******** did not dispute this assumption following viewing the pictures with us.

  Customer Answer

  Date: 27/04/2023

  
  Complaint: 19960856
  
  I am rejecting this response because: J border should have been examined by Verdun and notify me if there was an issue before installing the new window which they did not.  Blaming the leak to the siding company is the easiest way to get out of this mess.   My argument to Verdun was if the leak had existed before the damage on the wall would have been worst.   
  
  Sincerely,
  
  ****** ********

  

  Business Response

  Date: 28/04/2023

  ******, unfortunately what you are suggesting is not part of the standard window installation process. We cannot inspect what we can not see. Additionally we are not responsible existing or concealed damage inside the wall including, but not limited to, rot, water damage, insufficient framing.
  
  

  Customer Answer

  Date: 28/04/2023

  
  Complaint: 19960856
  
  I am rejecting this response because: no leak was present prior to your installation of the window.  The house is 37 years old and would not be standing now if there was a leak prior to the installation of the window.  As seen on the pictures attached the flashing or j hook are part of the window and should have been inspected and or sealed.  Notifying us would have been the descent thing to do.
  
  Sincerely,
  
  ****** ********

• Initial Complaint

  Date:23/03/2023

  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.

  I ordered windows June 22, 2022. I was told that the windows would be ready in 33 - 35 weeks. I ordered the windows as part of a rebate program and I have needed to request several extensions due to the long wait. I was contacted January 6, 2023 and told my windows would be installed in 6 weeks. I contacted the person back but never received a response. I contacted the company and was told my message would be passed on. I was never contacted again by the company. I reached out on multiple occasions and was told that my order was delayed because of one window. I was given a final notice that my rebate request needs to be completely finished by the end of April or I forfeit my rebate. I contacted Verdun to explain the situation to them. They told me they would look into the status of my windows. They again never contacted me back. After calling multiple times I was finally given a date for a partial install while they located my last window. I was told they would let me know when the missing window was ready. The day before the scheduled install, I called to confirm how many rooms I needed to prepare for the following morning. I was told I would be contacted back by end of day with an update. I was not contacted back. The windows are very expensive. The wait is very long. The customer service has been very disappointing. I need help getting my windows before the deadline.

  

  Business Response

  Date: 29/03/2023

  Hello *******, all windows were installed on March 27. Installer noticed a stress crack in the laundry room glass after installation. This will be replaced under warranty of course and we will notify you as soon as the replacement glass has been manufactured and can be scheduled. 

• Initial Complaint

  Date:21/03/2023

  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.

  I ordered with Verdun in 2021. Services were delayed 5 times leading to costs incurred by me. The delivery was delayed by months, finally completed in winter 2022, over a year later. I received cancellation notices because they claim they needed to remake the windows. Installation was 6 months later than anticipated, and I was assigned sub-contractors for install. They were ill prepared to complete the work and left my home exposed to the elements for months, never fully installing windows or doors. It was now winter and I had months of cold air and snow in my home. One door was simply set in place without any sealing at all. Not only I was exposed to the elements and paying substantially more for hydro, anyone could have broken in! Installers were sent to my house to finish the install and learned that they too, were under prepared. They had to re-book, leaving me in said state for months. They re-booked and cancelled same-day again before finally finishing the work. I was exchanging with management to get the installation complete and to refund me for my expenses. **** had a call with me where he confirmed they would be waiving my remaining balance ($2000) and supplying a $250 credit. Given the hydro expense I was incurring + time spent + security risks, this was reasonable. Work was completed and I signed off the work order with $0 balance. 3 mo later, Verdun starts calling for $2K payment. I have explained they verbally stated the balance would be waived - I described the call in detail. The company refuses to provide the calls despite them reviewing and having access. Despite laws requiring my access to recordings, despite my efforts to find resolution, Verdun threatens me and demands payment for a balance they waived + withholding access to the proof of exchange & settlement, both in call recordings and documentation. They've even created a brand new invoice on March 8th, different than what I signed!

  

  Business Response

  Date: 24/03/2023

  Ms. ****, our ************ ******* approved a $250 credit to be applied to your account, this was for the same day, no notice cancellation of your scheduled installation appointment on November 24th which the scheduled installer phoned in sick and was unable to perform the work. At no time was there a constructive dialogue between Verdun personnel and yourself which resulted in your entire balance being waived. Additionally we would not make any such high valued compensation decisions without careful consideration, upper management authorization and a signed agreement in place between Verdun and the individual receiving any such reparations. This did not occur.

  
  After reviewing your entire experience as a whole we agree it was disappointing and not to the level that our clients should expect when choosing Verdun. We would amend and replace the offer of $250 with an increased credit of $1050 which would represent half of your balance owing and would require a co-signed agreement be in place. We would expect the remaining $1050 be paid immediately under the terms of your purchase agreement.

  
  “Balance due in full upon substantial completion in form of cheque or cash only. Any and all outstanding balances will be subject to a monthly 2% charge, up to 24% annually, calculated monthly from the date of substantial installation”
  
  

  Customer Answer

  Date: 31/03/2023

  
  ****** ******** *******
  
  I have reviewed the response made by the business in reference to complaint ID 19629970, and find that this resolution is satisfactory to me.
  
  

  I have made the payment to Verdun as per the attached screenshot. 
  
  Sincerely,
  
  **** ****

• Initial Complaint

  Date:09/03/2023

  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.

  Hi, I had Verdun install 2 doors and a window in Sept 2021. It was very poorly installed and remains incomplete. I have had to make many calls, emails, deal with a resulting mouse infestation, replace a lot of food, take many days off work for service calls and there is no end in sight. The back door doesn't close easily, the window falls off the track when opened, and the front door needs the metal trim installed still, and the interior frame needs to be replaced due to them putting in a finishing nail the wrong way. All the trim needs to be redone too, due to their pulling on and off many times. They have agreed to all of these repairs and had them confirmed many times with various inspections. They have come and done poor repair jobs in some cases. More often though, I ask for all of the repairs to be done at once so as not to have to take more time off work, then they come and don't know what they're doing, don't have the correct supplies, reference photos in a work order they don't have access to etc. Recently, I was assured they would have everything to finally solve the issue this coming Monday and waited months for "parts to come in", but it turns out that again they don't have the materials after all and are not sure when they will be able to do the job. When they initially installed the doors, they left big gaps around them that led to mice coming in. I had to replace all of my food in cupboards and my basement and deal with the cleanup and trapping myself. They finally came in to put spray foam around, and it has prevented further mice from entering. They were unapologetic and unwilling to do anything to help. I am a single mother and the amount of time I've had to invest in following up with this is too much. I was in I just want this solved once and for all. I paid a lot of money for this work and incurred extra costs due to mice and they are unwilling to hasten the process or reimburse any money.

  

  Business Response

  Date: 16/03/2023

  Hello *********, we apologize for the lengthy and stressful process to complete the repairs on your doors. Our Service Technician ******** attended your home on Monday March 13 to resolve the issues with your products and installations by Verdun and trust that this has been completed to your satisfaction. Please contact the Verdun management team directly for any discussions regarding compensation. 

  Customer Answer

  Date: 19/03/2023

  
  Complaint: 19562987
  
  I am rejecting this response because:
  

  I would prefer to keep this open until this has been fully resolved. I do appreciate how quickly a service appointment was able to happen once the complaint was filed. I am still awaiting installation of a new knob that I have now obtained to see if that is part of the issue with the back door. 

  The caulking also needs to be touched up since weather conditions made it tough- not ********'s fault.

  Thanks
  Sincerely,
  
  ********* ******

• Initial Complaint

  Date:05/03/2023

  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.

  On Dec 6/22 Verdun replaced my front door. 2 installers showed up at 1:58pm & finished the job at approx. 5:30pm. I was pleased with the job but couldn't appreciate my new door because it was already dark. The 1st thing I did the next morning was to go see it in the daylight. To my dismay, the 1st thing I saw was my porch flooring in pieces. A chunk of flooring had become unattached along with smaller pieces of loose gravel (as pictured). I immediately contacted Verdun to report this & was told to send an email to "******************************" & attach pictures. I did that & later that day received an email with ticket # ******* stating that someone would be in touch as soon as possible. As 2 weeks went by without a word from Verdun, I called on Dec. 19/22 and spoke to **********. She told me that they were very busy & would start their holiday break the following week, so to expect a call in mid January. Mid January came & went & I heard nothing, so I called back once again on Feb 2st. Samuel - who answered the phone - informed me that as I had no proof that Verdun had caused the damage, that there would be no compensation. I asked for the installation manager to give me a call. I followed up with an email and a picture of my porch from Nov. 28/22 that shows the porch floor was intact (I had left a package for a neighbour on my porch on Nov. 28, & took a pic for her). I received an email from **** ********* on Feb. 6th stating "It is very hard for us to believe that an installation of the door, or dropping a drill could have caused such damage. In one of the pictures, it also looks like tar was used, almost acting like a previous fix." In short, I paid almost $4000 for this door, Verdun damaged the floor and are now claiming that I am trying to blame a pre-existing issue on them. If their installers had found the porch flooring in this state, why would they not bring it to my attention, as a possible tripping hazard but also to not be blamed for the damage?

  

  Business Response

  Date: 09/03/2023

  ********, It is understandably upsetting that your porch has sustained damage. Unfortunately our crew did not note any damage occurring during your successful door installation and would have no reason to withhold such information. Additionally there is over a week's time between your before and after photos that any damage could have occurred.  If you have any further evidence that suggests we are at fault we would be happy to review this with you. To date and after careful consideration we have not seen evidence that Verdun employees caused this damage as has already been communicated. Thank you for choosing Verdun for your replacement door, your product and installation are both fully warrantied for 25 years should you ever require assistance with your purchase we remain at your service.

  Customer Answer

  Date: 09/03/2023

  
  Complaint: 19542938
  
  I am rejecting this response because: My porch flooring was intact when the Verdun crew arrived at my house, and it wasn't when they left. I am not in the habit of taking pictures of my porch, nor did I have any reason to believe that I should do that prior to the Verdun installation crew arriving to do this work. I happen to have a picture from a week earlier, and that is totally by chance. I give the Verdun installation crew the benefit of the doubt in causing this damage accidentally, with that said, the damage was not there when they arrived and I reported it immediately upon discovering it - approx. 9am the next day. When the install crew left my house, it was 5:30pm (early December) and it was already pitch black, and while I briefly looked at the new door, I did not inspect the surrounding areas to check if any damage had been done - again, I had no reason to believe any had been done. 

  I don't have any reason to try to blame this damage on Verdun either, but fair is fair and I need the company to take responsibility for the damage they caused and get it fixed. I have shown a lot of good faith by being patient and waiting for 3 months for them to do something about this, following up with multiple phone calls and emails with a complete lack of follow up from Verdun, just to be told after 2 months that this was a pre-existing condition and being asked to provide a picture of my porch from the day before the installation - who takes pictures of their porch regularly??  My time is move valuable than what this repair is probably worth, yet I will not accept anything but Verdun taking responsibility for the damage they caused. I have done nothing to now be stuck with this repair other than hiring them to do a job and paying them in advance. They need to do the right thing here. 
  
  Sincerely,
  
  ******** *********

  

  Business Response

  Date: 16/03/2023

  ********, we are sympathetic towards your situation with your front porch however we have not been provided sufficient evidence that Verdun or it's employees are at fault.

   

  We are responsible for communicating with our customers however and in this respect we agree that we let you down. We would like to offer you $200 in the form of a gift card for our slow response to your reported concerns and for you having to reach out to us multiple times for answers. Please let us know your preference ******** ***** ******* ******** ******** ****** ***** and we can deliver the gift electronically to your email immediately. 

   

  Customer Answer

  Date: 22/03/2023

  
  Complaint: 19542938
  
  I am rejecting this response because:
  

  Dear Verdun,

  I hired you in good faith to install a front door, gave you a 25% deposit and paid it in full the day the installation was scheduled, as instructed on Dec. 5th. This door was supposed to be installed in October 2022, but you had multiple delays. I received a call in mid November to set my expectations that the door would not be installed until after Christmas.. Then to my surprise, your scheduler called me on Dec. 5th to tell me my door was ready and could be installed the next day at 2pm. By this logic, I understand that you believe I was waiting for this uncertain date of installation to blame this - according to you - pre-existing damage, on your crew. In addition, I have to wonder why your crew would not bring this damage (and big chunk of loose flooring) to my attention BEFORE they started their work, precisely so that they wouldn't be blamed for causing it, or to point out that it needed to be cleaned up as it posed a tripping hazard to them. I'll tell you why they didn't...because it wasn't damaged when they got here. My floor was damaged during the installation of the door and I have no evidence to prove this other than my word and a picture from 6 days earlier.

  Thank you for offering a $200 gift card but I am not interested in your money. I need you to find someone who can repair the damage that your workers (perhaps inadvertently) caused and make this right.

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

• Initial Complaint

  Date:14/02/2023

  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.

  Ordered our windows with Verdun January 18th/22 to be installed in July/22. July came and went with zero communication and after many phone calls emails and lies our windows were “installed” Nov/11/22 by very angry installers sent from Quebec. They ripped all our windows out before realizing the windows they had didn’t fit and were seriously damaged. The install went awful they damaged our drywall, cut exterior support wall too much and filled it with spray foam damaged area rug and left a huge mess. Immediately after we contacted Verdun to let them know all the issues. They sent out their inspector who tried to bs us not knowing we have been in the industry our whole lives once he realized he admitted to all the problems. Next they sent out a repair man. The repair man quickly stated this was one of the worst he had seen. He called a Verdun employee on speaker phone to notify that windows were not repairable, this employee he was speaking to then proceeded to call me the homeowner all kinds of names unaware that I was present. Verdun then attempted to do a complete re install with all new windows that we were told were quality inspected 3 times. Again they made 3 of the windows the wrong size and all showed up damaged and very LOW quality. Scratched,glass scratched,warped frames,plastic split from frames no two windows look the same they look like a child made them. Immediately notified Verdun again they stated they can fix them and would. How? They are the exact same as the first ones you had to remake! Manager even admitted the following verbatim in email “The expectation of corrected windows, which would be installed properly, seems like a simple task for a window and doors company to provide, but we seem to drop the ball repeatedly.” We had to take 5 days off work for Verdun should have been a two day install and done. We have given them multiple chances. We want our money back so we can have quality windows installed before these cause damage to our home.

  

  Business Response

  Date: 15/02/2023

  We acknowledge that there continue to be a number of serviceable issues stemming from the production and installation issues related to your project. Verdun Windows has and will continue to work towards a satisfactory completion of the installation and window project. We are ready and able to provide further service and work to determine the best course of action whether that be repair or replacement.  However, if you are expressing concern for the most recent installation we would need to complete an onsite review and have offered to have a manager onsite as well as a representative from production and quality control. We will and want to work towards a level of quality and satisfaction you should come to expect when choosing Verdun.
  

  Customer Answer

  Date: 15/02/2023

  
  Complaint: 19403001
  
  I am rejecting this response because:We already did all you have mentioned with the first set of windows that were installed only to be left in the exact same position with the second set of windows you installed. As mentioned the windows are not repairable just like the first ones. This is a major quality issue as your manager himself admitted to in an email. Having you produce and install a 3rd set of the same poor low quality windows will leave us in the same situation once again. Plus it will require us to take multiple more days of work and have multiple more Verdun employees through our home. We already gave you a chance to correct the problems and it required 4 additional days off work only to be left in the exact same position. We were told this last set of windows was quality inspected 3 times. There are no quick fixes and we are not just wanting a better looking product but the high quality product we were sold and paid in full for. At this point we have given you every opportunity to fix your wrongs which clearly Verdun is not capable of. As stated we do not want any further damages to our home and do not want to repeat this all over again the stress this has caused and financial damages are enough.We need to move ahead with a company who produces the high quality windows that we paid for and require a refund in order to do so. We have yet to be reimbursed for all the damages to our home. We have been called very absurd names on our own property, we have been lied to and we have already given you 5 days off work to make this right we have to draw the line as I’m sure you would had this happened to you and your family and home.
  
  Sincerely,
  
  ****** ******

  

  Business Response

  Date: 15/02/2023

  ******, you’ll have to forgive us but without being given the opportunity to review the product and installation onsite we cannot agree with you that the windows are not repairable. We are again asking for your cooperation in scheduling a site inspection by Verdun management personnel to determine the best path forward in resolving your concerns. We are not against the prospect of providing compensation for damages as evidenced by ******’s initial goodwill gesture of a $250 gift card last week (which you described as insulting) but again request the courtesy of being able to make our own first hand assessments before any further discussions take place. We stand behind all of our products and installations and back them up with an industry leading 25 year warranty. We are ready, willing and able to assist you with your concerns. We will not be considering a refund of the order.

  Customer Answer

  Date: 16/02/2023

  
  Complaint: 19403001
  
  I am rejecting this response because: We already had a full inspection of the first windows which are the exact same as these second ones. The first set was deemed unrepairable by your inspector and your repair man two different days. Now you want us to take another day off for more Verdun employees to come through our home like a revolving door to once again inspect windows that can not be repaired exactly like the first ones. Which will lead to the same outcome of another install another two days off work to end up with the same low quality windows for a third time. ****** himself wrote that you drop the ball repeatedly on manufacturing. We did not want any of this to occur we wanted the windows the high quality windows we were sold and guaranteed and paid in full for installed once and done not ongoing non stop people repairs re installs ect. We have lives and jobs and can not continue to miss work ect because you have manufacturing issues. We have lost trust and faith that you can provide what we paid you for we were mislead and there was a complete false misrepresentation of your product sold to us. There has been zero compensation for all the damages and yes a 250 dollar Amazon card is very insulting as this no where near covers the damages or the cost of buying new windows. When will it end? How many chances re installs ect? How many more days off work it’s already been 5. Being called absurd names by your staff that you now want us to deal with and allow in our home?

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

• Initial Complaint

  Date:01/02/2023

  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.

  ***** * ******* -Made our deposit of $4900 on February 9th 2022. Our order was placed on Feb 8th 2022. -Sales Rep gave a 6-8 month timeframe before everything was installed. We were told that the front door would likely arrive after the windows but there would be no issues with installing the windows in the summer and the door in the fall. -We regularly followed up starting in June, as this was the expected timeline for installations. -As per the attached email thread- we had to regularly follow-up with no replies throughout Sept-Oct to get our installation date. On October 13th, we heard back from the team that even though they were waiting on the patio door, that our windows would be put into production. This came as a shock since, as per our contract (also attached) our windows and doors were to be put into production as soon as the deposit was received , on February 9th 2022( #9 in the contract under timeline). -After this point, we had to regularly follow-up via phone call to finally get our installation booked for December 15th and 16th. Bay window was incorrect. Throughout the 2 days of installation, they tried to get in touch with the Sales Rep but he was not responding. -We didn’t hear from ***** and had to follow-up ourselves. We booked an appt with the office for him to come and remeasure for our windows on Thursday Jan 12th between 2pm-4pm. ***** called on January 12th instead and said that he didn’t need to come, it was just an error in adding measurements together. We followed up on January 16th, since we hadn't heard anything and they said ***** would be in touch. Again, on January 18th we called the office since we hadn't heard and we then received an email but no updates on the windows that needed to be ordered. Since then, still not updates. We are also waiting for a date for someone to return, since of our back bedroom windows need to be fixed (our 2 yearolds bedroom). - See attached documentation and copy of email sent Jan 27

  

  Business Response

  Date: 03/02/2023

  *******, we apologize for the errors and delays which have led up to this point. We have been trying to find a solution to make your bay window work, as sold, but have been unable to accommodate based on the selections made by yourself and your sales representative. We have presented alternative options which we will expedite the production and installation of upon your approval on the final design of the bay window.

   

  A separate service appointment has been scheduled for February 14 to replace the defective sash in your back bedroom which suffered a corner weld break either during transportation or installation.

   

  We look forward to resolving these outstanding concerns and providing you with better service moving forward.