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:30/01/2023

  Type:Sales and Advertising 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 complaint is against Verdun Windows and doors. I contacted them last April 2022 to get my windows changed. The sales rep talked up a big talk about their quality of windows, how they are locally made so they don't depend on suppliers, etc. At the time if signing of the contract they said that they like to "under promise and over deliver" so they said that my windows would be installed in November 2022. My elderly father lives with me so i had to prepare ahead of time, given it was going to be winter. Only communication i received from Verdun was a monthly email email saying "don't worry we haven't forgotten about you. Windows are being made." Finally in November, i had travel plans and I reached out to say hey, when is this happening? I was given a vague answer. soon! I've been in an email back and forth with them. They are still unable to fulfill my job because now, one of my windows has to be outsourced due to its size. Their customer service has been sub-par and quite dishonest. Their communication is poor and don't know how to maintain customer expectations. I am tired of waiting on them to even start the job. They are refusing to refund my deposit when they have been unsuccessful in completing the job as initially discussed. My last email to them was last Wednesday, Jan 25 asking them how they would compensate me for the headache they have caused and have yet to hear from them. At the time of signing the contract, they were not honest with their timelines. Other companies were straight forward and did not accept my job as they know they couldn't fulfill. Verdun assured me it would be no later than November. We are now in February 2023, 10 months later with no installation date.

  

  Business Response

  Date: 01/02/2023

  Hello ****, we make every e?ort to make sure we stay within the estimated installation time frame but we do not guarantee any installation date. This is noted on your signed contract and you further initialed next to this term and condition to acknowledge your acceptance of this condition.

  
  Our windows are independently tested and certified as the Most Efficient in Canada by Energy Star standards. They are designed and manufactured locally in Vars. Our direct to consumer approach is what sets us apart from our competition in that the company you are buying from is also the manufacturer and installer of the product, which would not be the case when purchasing from other local companies who operate as retailers for mass produced windows. With that said every manufacturer relies on suppliers in some way shape or form and we are not excluded from this, we require materials to be supplied in order to produce our products.

  
  We have contacted you to offer the installation of the first 5 windows as they are produced and ready. The remaining window is delayed due to the shaped top and the extra time and effort required to produce windows with “special shapes”. This last remaining window is estimated to be ready in the next 2-3 weeks by our manufacturing department.

  
  We do not provide compensation or refunds for delays beyond the estimated installation time frame.
  
  

  Customer Answer

  Date: 01/02/2023

  
  Complaint: 18950408
  
  I am rejecting this response because:

  I have asked them repeatedly to send me installation dates over email. I am in meetings all day and can't answer impromptu calls. I have called them back (once within a minute of the missed call) to speak to the person who called and they were not available to receive my call.  

  I understand that their contract will exempt them from all responsibilities. But at the time of signing up I was reassured of the timelines with Verdun which is why i signed up with them.  I was clear that I wanted it done before the deep winter.  I am continuing to pay a high heating bill.  

  The company's communication and customer service is poor.  They did not keep me in the loop of any delays until i started consistently following up and pressuring them on installation dates. I am a reasonable and understanding person. But this situation has gone beyond my patience threshold. 

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

  

  Business Response

  Date: 01/02/2023

  Sent via email:

   

  ****,
  
  
  Are you available for installation of five (5) windows on the following dates? :
  
  
  Friday, February 10 2023, arrival between 7am and 9am
  Monday, February 13, 2023 7am and 9am
  Wednesday, February 15, 2023  7am and 9am
  
  
  Please let us know and we will schedule accordingly and provide you with a confirmation of your appointment.

  Customer Answer

  Date: 01/02/2023

  
  Complaint: 18950408
  
  I am rejecting this response because:

   

  hello,
  
  
  No, unfortunately I am not. I am travelling for work Feb 6 - 13. Then I am again out of town from 15- 21. 
  
  
  I had fully prepared myself for this work in November when this work was expected to be done and nothing was communicated with me.  Only time I am able now to do this is in April which is extremely unacceptable to me, considering this is a full year after initial contact. 
  I need time to make arrangements all over again for my elderly father and have furniture moved, not to mention the time off work since I work from home.  Mid winter for window installation isn't ideal for me which i was clear about with your sales rep.
  
  
  Sincerely,
  
  **** *******

• Initial Complaint

  Date:25/01/2023

  Type:Product 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.

  Ordered a replacement window for install April 2022. Told in an email it would be`24-26 weeks. I received an email Aug 8/22 my window is in production and will be 7-9 weeks. I waited 10 weeks before I contacted them. Apparently the window was not in production. I was told by **** ******* it is going to production beginning of Jan. I reached out to Mike Jan 10/23. Long story short I have requested my deposit back of 1050.00. The window is still not completed, I am unable to book an install. They are refusing to refund my deposit. I have all the emails as proof of the exchanges it is easier for me to send the string of emails. I will gladly forward them to you. I want nothing more than to get my money back.

  

  Business Response

  Date: 09/02/2023

  ********,

  We apologize for any delays that affected your order and installation. We make every e?ort to make sure we stay within the installation time frame but we do not guarantee any installation date.

  Your living room window was successfully installed on February 7 fulfilling the contract.
  
  

  Customer Answer

  Date: 09/02/2023

  ****** ******** *******
  
  I have reviewed the response made by the business in reference to complaint ID 18897158, timelines were provided to me!  Communication is key and had that happened all along there would not have been an issue.  Window has been installed. 
  

• Initial Complaint

  Date:23/01/2023

  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.

  Hi I order my windows March of 2022. Estimate installation around September 2022. It is now January 23 2023. Windows were late from the Manufacturer. They did intall a patio door and broke the tile floor. Made a mess of the intrusion alarm system. They have canceled numerous appointments. They are always at least an hour late for a two hour window without informing the client that the will be late. Poor workmanship. I am at my witts dealing with these substandard contractors. Any assistance in matter would be greatly appreciated. ***

  

  Business Response

  Date: 26/01/2023

  Hello ******, we apologize for production delays and make every e?ort to make sure we stay within the installation time frame, we do however not guarantee any installation date or provide compensation for delays.
  
  On October 18 we installed your patio door and a floor tile was reported to be damaged. The installer returned on Nov 24 to repair the floor tile.
  
  Installation of your first 10 windows was scheduled and carried out Jan 23-24, this installation was successful and we thank you for providing payment upon completion of this installation.

  Your remaining window with the half moon shape on top is estimated to be completed and ready for installation in the next 2-3 weeks. We will contact you to schedule the installation as soon as it is ready.
  
  

  Customer Answer

  Date: 26/01/2023

  
  Complaint: 18881056
  
  I am rejecting this response because:
  
  Sincerely,
  ****** ********
  

• Initial Complaint

  Date:13/01/2023

  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 a pair of bay windows from Verdun April 22, 2022. At that time, I was told the windows would be ready for installation early fall. May 30, 2022, I received an email confirming that timeline by stating my windows would be ready in 20-22 weeks. To date, my windows have not been received. Calls to Verdun have either resulted in emails with subject lines like “We’re on it!” And “Almost there!” or non-productive telephone calls with promises that an install date is just in the horizon. Today, after yet another email asking for information, I received a call from the salesperson telling me the company does not have personnel that are able to manufacture bay windows. No timeline for resolution of this problem was offered. When I ordered my windows, I stressed my need for clear, honest communication from the company and was guaranteed I would be kept in the loop. Suddenly being told, after almost 10 months, that a window company can’t manufacture windows is the opposite of honest business dealings. I want a date for installation and a discount for the time and frustration this process has caused

  

  Business Response

  Date: 16/01/2023

  Hello ******, we apologize for the delays affecting your order and installation. We make every e?ort to make sure we stay within the installation time frame but we do not guarantee any installation date.
  
  Production is currently estimating that your windows should be completed in the next 3-5 weeks. Once ALL the products are complete and ready to install, we will contact you to schedule the installation date and time.
  

  We do not provide compensation for delays or frustration. 

  
  

  Customer Answer

  Date: 20/01/2023

  
  Complaint: 18808545
  
  I am rejecting this response because, once again, I have been given no definitive timeline for installation of my product. 
  
  Sincerely,
  
  ****** ******

  

  Business Response

  Date: 20/01/2023

  Hello ******, we would like to reiterate that the present timeline, as of Jan 16, is that the windows will be available for installation in the next 3-5 weeks barring any unforeseen delays.

   

  We do not guarantee any installation date but will notify you as soon as the products are available as was agreed to under the terms and conditions in your signed contract.

   

  Timeline
  
  9. We will place all the products on the order in production once we receive and process the down payment.
  10. Once ALL the products are complete and ready to install, we will contact you to schedule the installation date and
  time.
  11. We make every effort to make sure we stay within the installation time frame but we do not guarantee any
  installation date.

• Initial Complaint

  Date:11/01/2023

  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.

  This was my third project with Verdun. The first job went very well some years back, and the second required a maintenance visit that I had to wait a couple of weeks for - but this third contract is turning out to be a big disappointment. Three windows, two doors - ordered and confirmed in March 2022 for installation within 6 months. By September 2022 I'd heard *nothing*, so *I* contacted my sales representative. Apparently there was a mistake on the contract, so nothing was sent to production !! After a lot of back-and-forth and patience, three windows were installed in mid-November. There were three issues requiring a follow-up visit (damaged screen, unsecured trim piece, and exterior flashing with sharp corners protruding) - by email they tell me that I will have to wait until February 2023 to complete the installation ! I called them this week, and now they indicate that the window installation follow-up will not be booked until the Spring. Still no word on the doors, so I contacted them. Their reply was "wait for our email". They have broken the agreement (6-month commitment), and offer no firm commitments or remedy. The *** should be aware of this, as it's bad for the local market. Thank you for listening, -**** ******

  

  Business Response

  Date: 16/01/2023

  Hello ****, firstly we apologize for the error or oversight from the outset which delayed the production of your windows and door. We have scheduled a service appointment to resolve your window concerns, this has been booked for January 26th. Additionally we have received an updated ETA from the door manufacturer that we should be receiving your doors before the end of January as well. We look forward to reaching out as soon as these are received to scheduled your installation. 

• Initial Complaint

  Date:14/12/2022

  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.

  ******** * ******* March 2022 explained our requirements to Salesman, open R to L and easy clean. He measured and made order. We ask, all our requirements are met? Yes, it's perfect he said, see, the arrows R to L. Sept. 2022 installed. We discovered not opening the right way, opening L to R and fixed panes need a 2 story ladder to clean. Not what we wanted. Numerous calls, emails and an ignored appointment. Tech came, agreed the windows were not upside down, stairwell window was dangerous. He said, diagram on order is from outside. Never was that explained to us by the Salesman. Salesman finally came, said he ordered new stair window and others were not upside down. Installer arrived to replaced dangerous window. Work order said he installed them in upside down. It was confirmed previously by two others that was not true. Dangerous window replaced. Last email 2 weeks ago, unanswered. Poor communication by Salesman has left us with thousands spent on windows that don't meet our needs. Reaching over a 2 step drop and climbing on the bed to open window was obvious when Salesman measured for the order. Neither of us are comfortable 2 stories up on a ladder to clean windows, that was made clear to the Salesman as well at the time of the order. We were very clear what we needed and the Salesman was very convincing that we were getting exactly what we asked for. Looking at the contract again, it does say outside view but, it didn't make sense to us. The Salesman showed us the arrows on the contact and was adamant it was what we wanted, R to L opening before we signed the contract. No explanation that outside view is opposite to what we asked for.

  

  Business Response

  Date: 21/12/2022

  3 windows and 1 patio door were supplied and installed as per the specifications on the signed contract. The contract clearly states outside view and shows the operational direction of each window and each patio door on the order. None of the windows or patio door installed at your home were installed upside down.

  After the installation you had a meeting with your Verdun sales representative ******* to discuss the operational direction of the windows and a concern that you had with your ability to clean the windows. After hearing your concerns and seeing first hand the challenge that cleaning the stairway window in it's original configuration would be for you ******* agreed to replace this window out of their own pocket to resolve this matter. While at your home it was determined that there was no barrier to cleaning the bedroom windows and they would be left as agreed upon on the signed contract.

  Verdun is not responsible for replacing these windows as they are exactly as agreed upon in our contract. ******* has gone above and beyond to replace one at their own expense after hearing your concerns with your ability to access and clean the inoperable sash and glass. The patio door on the contract is clearly listed and shown to open the opposite direction to the windows on the contract. If the patio door installed in your home is correct as agreed upon then so are the windows.

  Customer Answer

  Date: 29/12/2022

  
  Complaint: 18537247
  
  I am rejecting this response because:
  

  None of the windows were ever installed upside down. Both a Service technician and the Salesman, ******* confirmed this on separate visits. Both agreed reaching over two steps to open the window was dangerous.

  The window that was replaced, was replaced because of a serious safety issue, the cleaning aspect was secondary to the safety concerns. This was also the window that the Installer was told he had installed upside down, in fact it was not upside down and the Installer said he was paid less to do the replacement because the work order claimed it was installed incorrectly.

  It was demonstrated to ******* on his follow up visit that some parts of the window could be cleaned by reaching out from the inside but not all of the window can be cleaned from the inside. This is false that it was agreed the outside of the windows can be cleaned from the inside.

  We were assured by the Saleman at the time of the purchase, that everything was as we requested.

  Yes, he showed us the arrows on the contract and said see, perfect. We never looked again at the contract. Our mistake was believing the window Professional that was adamant we were getting everything we wanted.

  Never did we think a Professional would order window openings that have us reaching over two steps of a ten step drop or a window that requires us to climb on a bed to open it. We were trusting, unfortunately,  and took the Salesmans word that what we wanted was what we were getting.

  We feel mislead and the response from Verdun is not truthful given two of their employees agreed none of the windows were upside down and both agreed reaching over stairs is dangerous and that it was agreed the outside of the windows can be cleaned fully from the inside.

  Two Verdun employees on separate visits agreed the windows were all installed correctly and the stairwell window was dangerous.

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

  

  Business Response

  Date: 10/01/2023

  ******, we apologize that you feel you were misled.

   

  "Two Verdun employees on separate visits agreed the windows were all installed correctly and the stairwell window was dangerous."

   

  We agree the windows were installed correctly and ******* has replaced the stairwell window to resolve this concern.

  Customer Answer

  Date: 11/01/2023

  
  Complaint: 18537247
  
  I am rejecting this response because:Absolutely we were misled.
  A Professional was sent to our home to guide us through the process of replacing our windows.
  He could see the existing windows and the direction they need to open given the obstacles this house presents. We were clear, they were to open right to left.
  Ability to clean second story windows without a ladder was another need that was discussed. We are 60+ and not comfortable on a two story ladder.
  The new patio door is the only window/door that opens right to left, thankfully, because there is no landing on the left side of that door.
  
  
  Verdun is now focusing on ease of cleaning for the stairwell window.
  
  Ease of cleaning for that window was secondary to the fact that reaching over a two step drop to open the window was a dangerous situation that should have been obvious to the Salesman at the time of the order.
  Yes, that window was corrected however, Verdun held fast to the opinion that it was installed upside down. 
  The Installer who changed the window was confused that the workorder said he installed it incorrectly initially.
  This was not true.
  
  
  The Technician and the Salesman that came to look at it both agreed it was dangerous to reach over a stairwell to open a window, ease of cleaning was not the primary concern, it was mentioned during one inspection, concerning the bedroom window.
  My Husband demonstrated to the Saleman how he cannot reach the full window to clean the outside from the inside.
  So, no, it was not established that the windows can be cleaned properly from the inside.
  
  
  The Salesman, clearly made a mistake having the windows opening left to right and fixed panes.
  He gave us the contract and told us it was perfect, just what we wanted.
  
  
  At no time in the process, did he explain the windows were fixed pane nor, that the contact shows the windows opening from the outside view. 
  This was critical information we should have known prior to agreeing to the contract.
  This information came from the Technician that first came to check the windows. That's the first time we heard about outside view.
  
  
  As what is regarded as a reputable Company, we expected Verdun would be more forthcoming about a mistake made by one of their Employees.
  We put our trust in them from Sales to Service. Unfortunately, we were assured that all our request were fulfilled and didn't examine the contract with a questionable eye.
  Why would we when we had the Salemans assurances that he heard all our needs and it was perfect?
  Service, has been a blame game on us and the Installer...but, not the Salesman that put all this in motion.
  
  
  Never, would anyone expect he would order a window that opened over a two step drop or a window that can only be opened by climbing onto a bed. Again obvious obstructions the Salesman could see upon measuring the windows for the order.
  Never, did we expect after two inspections that established the windows were installed correctly, that the Installer would be told he has to replace the window because he installed it upside down.
  
  
  Yes, we feel we were misled and very disappointed that Verdun has defended this Salesman with deflections that the windows were installed improperly and fully cleaning the outside was agreed from inside. The demonstration to the Salesman proves otherwise.
  
  
  The Customers satisfaction with their product is based on the Customer getting the product that meets their needs.
  
  
  We went to Professionals to make this big purchase because we needed the expertise and guidance to get the product that would be efficient and work for us.
  Sadly, we have a window we cannot reach to open without climbing on a bed and windows that require a two story ladder to clean the outside properly.
  
  
  
  
  
  Sincerely,
  
  ****** ****

• Initial Complaint

  Date:07/12/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We hired Verdun back in Feb 2022 for windows and doors. The initial installation of windows took place in July 2022 and they did not install screens for windows. Since July, we’ve been told numerous times the screens will be delivered and they have yet to arrive. I’ve contacted Verdun 10+ times, spoke to a manager, and it’s now December, still no screens (which we have already paid for). I don’t know how I can resolve this issue. They returned in Sept 2022 for a side door install. They broke the lock on the door. We now don’t have a functional lock with a key. No matter how many times I call or who I speak to, they don’t seem to be able to replace the lock for whatever reason. This is also something we’ve already paid for. They returned in Oct 2022 for a patio door install and they destroyed our original solid wood trim, which is original to our 50’s home. We were told they would get custom trim to match what they had destroyed. Again no matter how many times I call and speak to the manager, this has yet to be resolved. I held back the payment on the patio door as a result. An acceptable outcome to me is having screens delivered, the lock replaced and trim matched. We’ve been waiting since July. If there’s no chance this can be resolved in a timely fashion, I’d like a partial refund so that I can hire a different company to finish the job. The initial quote was $10k, $8k has been paid with the remaining $2k that I’ve held back. We are also out of pocket for a green energy assessment and rebate. I can’t proceed with a rebate until my balance with Verdun is $0. We were expecting roughly $1100 in rebates in addition to the $600 assessment fees which we already paid for.

  

  Business Response

  Date: 13/12/2022

  Hello ******* we apologize for the missing items needed to complete your installation to your full satisfaction. As we were unable to locate the deadbolt and screens before your most recent installation appointment we have reordered these missing items. We will contact you as soon as they are received and ready for installation. The estimated time to receive these does coincide with our holiday shut down so in the interest of setting a realistic expectation we are likely looking at early in the new year to supply and install the screens and deadbolt. Our last installation appointment we completed the trim work around the new installation. While we make every effort to preserve existing trim when requested it is never guaranteed that the existing trim can be reused as we cannot be certain of it's age, condition, material or what method was used to previously install or adhere it in place.

   

  On a separate note, if you are an ******** client you may be eligible for increased rebates under an updated version of the Greener Homes Grant launching in January 2023. For ******** Gas customers who have already applied for the Greener Homes Grant and have done the pre-retrofit energy assessment, they can apply after January 1st, 2023 for the additional rebate from ********. Customers are eligible if they have not done the post-retrofit energy assessment yet.

  Customer Answer

  Date: 13/12/2022

  
  Complaint: 18538075
  
  I am rejecting this response because:

  1) Issue of the trim: I’ve had several people at the house from Verdun to look at the trim and was told it would be matched. It was an error on the installers part to have replaced it. We’ve had all of our windows and doors replaced by Verdun with all of the original trim maintained. It was in excellent condition. The trim that was put up does not match. Since I was told by several people at Verdun it would be matched, given that it is in a key room of our house (dining room), this is my expectation. Alternatively, an acceptable outcome would be to have my invoice reduced so that I can outsource this myself through another party. 
  
  2) issue of the screens: I’ve been told by several people at Verdun the screens exist and are sitting in a warehouse. This is what’s been communicated to me since July. It’s unfortunate that I am finding out through a *** complaint that these screens never existed. Is it possible to have some kind of verification that these in fact have been reordered? Given that there is so much miscommunication within your company, I’m very skeptical that the issue of the screens will ever be resolved. 
  

  3) issue of the deadbolt: When your installer broke the deadbolt back in October, it was reordered at that time. Again, I’m finding it odd to find out through this medium that the deadbolt is now reordered again. I would ask again given the extremely poor communication within your company that there is some kind of verification that confirms this part has actually been ordered. 
  
  Sincerely,
  
  ******* *********

  

  Business Response

  Date: 20/12/2022

  *******, the screens and deadbolt were both previously ordered and received. They were unfortunately misplaced, mislabeled or otherwise lost leading to us re-ordering them.

  They were then both found last week and successfully installed in your home on Friday, December 16th.

  Your Verdun sales representative ****** will be meeting with you this week to provide some trim samples in the hopes of fully resolving this concern as well.

  Customer Answer

  Date: 20/12/2022

  
  ****** ******** *******
  
  I have reviewed the response made by the business in reference to complaint ID 18538075, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* *********

• Initial Complaint

  Date:17/11/2022

  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.

  Hello, We purchased a new front door on October 4, 2021 ****** ******* ******** from Verdun (sales person: **** ******). The new door was installed on May 25, 2022. There were four immediate issues with the door installation. Two of smaller issues (door trim installed improperly and a defective glass insert) that have been or are being addressed, and a couple of larger ones that are outstanding. These items should all be service ticket * *******. The two remaining issues are mismatch door and trim colours and an installer damaged soffit. We have had a couple of Verdun service technicians here fixing the other issues and they agree that there is something wrong with the colours. The sales person, ****, had even came by and said that there is something wrong with the colours and he said in a text to me that he was going to look into having the door painted (Sept 1st). Since that time, I have sent multiple texts and phone calls to **** which have not been answered. I have emailed one of Verdun’s Customer Service staff (***** ********) twice with no replay. I have called the Verdun office twice recently (had called many time early in this process) and spoke with Reception staff (******** and one other person) and have been told that **** would get back to me to resolve the colour and soffit issues, but never received any calls or contact from anybody. Please see the attached document/pictures for a better description of the colour and soffit issues (the 2000 characters limit here is not sufficient) and chronology of interaction/communications with Verdun. Basically, we purchased the door expecting, and being told, that all the door components (door, cladding, etc.) would be a matching colour. Verdun seems unwilling to rectify this situation, despite the fact that their own technicians agree there is something wrong with the colour matching. **** ******

  

  Business Response

  Date: 22/11/2022

  *****, we apologize for the inconvenience and delays in rectifying the concerns with your door. As you are aware the service appointment on Oct 24 to make corrections previously identified was unsuccessful. As a result we will be ordering a new door slab. This will completely resolve the issues with the door itself. Once it is received we will contact you to schedule installation, this will include a refinishing of the exterior capping with a new material which was previously unavailable to us and better matches the colour of your door. This unfortunately will require a further waiting period for manufacturing but this is the most effective way to resolve the issues in one shot. 

• Initial Complaint

  Date:28/09/2022

  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 Nov. 25th 2022, Verdun installed the final window of my order. The living room window was remade as it was dropped prior to install. The current issues are that the living room window creaks during windy days and makes excessive noise in high winds, and that my heating bills have greatly increased even after turning the heat down. I have been contacting Verdun since May to resolve these issues and I do not have confidence they will be resolved. They have visited my home 4 times to assess this issue with a total of 5 people. The first two technicians, ***** and **** indicated it is normal for a window to creak, due to its size and I had to argue to get this issue taken seriously. The size of the window is 76" x 152" and the original signed contract indicates 1 window will be installed in the living room. It has taken months for Verdun to admit it's not normal for a window to creak and they will be sending the same technicians on Oct. 24th to repair the air leaks in all 7 of my new windows that refused to take me seriously. I have been assured they are highly knowledgeable and two of their best technicians, but this indicates they were knowingly dishonest with me by stating it is normal for windows to creak. I do not want these two individuals in my home or doing work due to their lack of transparency, however they have stated there is no other option and they can only send these two techs. I also do not have confidence they will address the creaking as the new window that was remade is actually three windows joined together and I believe there is a design and manufacturing issue. The entire process to get this fixed has been lengthy, unprofessional and unacceptable. My emails are replied to with phone calls, questions go unanswered and they will not respond to my request for compensation for high heating bills. I've been getting the run around from this company for months. This list is not exhaustive of all past issues. This is the current list I want resolved.

  

  Business Response

  Date: 04/10/2022

  ******, it is perfectly reasonable for a window the size of yours to flex under certain conditions and is in fact designed to do exactly that. Just as tall buildings are designed to sway in the wind flexibility is an asset under certain conditions. None the less your scheduled service appointment on October 24 with our technicians will also be attended to by our production quality control supervisor as well as our production engineer to ensure that there is nothing out of the ordinary happening. Additionally having this window produced as 3 separate full frame windows as opposed to one large one with mullion posts improves the strength and performance of the structure, which is exactly why this change was made. We look forward to resolving your concerns and providing you with further reassurance that all is well with your window. If any action is required based on our findings we will prioritize any resolution as quickly as possible.

  Customer Answer

  Date: 10/10/2022

  
  ********** ********
  
  I am rejecting this response because:
  

  1. My request for compensation due to high heating bills is still unanswered.

   

  2. May I understand why I was not notified until now that there was a design change in the window and why?

  3.Please outline how the creaking and heat loss issues will be corrected.

  4. Which technicians will you be sending to my home? To be clear even if supervised, I don't want the above mentioned technicians in my home. They were not transparent with me.

   

  Best regards,
  
  ****** 

  

  Business Response

  Date: 17/10/2022

  Your large window was strengthened during production, this has no effect on the size or functionality of your window. To date no issue has been identified with your large window with respect to the reported creaking after being inspected by our service technicians, an installation team and a senior installation manager/inspector. This is why our engineer and production quality control supervisor are attending the next scheduled appointment. We do take your concerns seriously and want to ensure there are no issues with the integrity of the installed product. There are adjustments needed on your windows to create a better seal and improve the weather stripping functionality. This work will be carried out by ***** and ****, there are no other technicians available and they are extremely capable workers. We will not be providing compensation.

• Initial Complaint

  Date:27/09/2022

  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.

  In september 2021, ******* ******* a Sales rep from verdun comes to take measurements for a door and gives us an estimate. Which is around 5000$ We give a deposit of 1250$ and we are told the estimate for the install date is February 2022 Get contacted in spring 2022 to set up an install date. We set June 1st as the install date. June 1st installer shows up and realizes the door was measured incorrectly and one needs to be reordered. The door gets remeasured and reordered. In August 2022, we get contacted the door is in and we set a install date of September 15. On September 15, we get called by the installer informing us that a piece is missing for the install and they cannot do it that day. We have been contacting Verdun to get an update and no one will give us any answers

  

  Business Response

  Date: 12/10/2022

  *** we apologize for the errors, delays and for not keeping you better informed of the current status of your door. When it was determined that your door was the incorrect size and needed to be reordered we placed a rush order in the corrected sizes for all components except the decorative glass. This is because the glass would have increased the lead time to 6 months+ and because the glass that came with the original door is brand new and in perfect condition and can be installed into to new door. Due to an internal communication breakdown and an eagerness to serve you as quickly as possible by our installation department the new door was scheduled for installation at your home before the glass had been moved from the old door to the new door by our warranty service department. It is our sincere hope that this work is completed this week so we can reschedule your installation as soon as possible and we once again apologize for all of the above concerns.

  Customer Answer

  Date: 13/10/2022

  
  ********** ********
  
  I am rejecting this response because:

  We attempted to contact you guys for several weeks, we did not receive any update whatsoever,  Emails were not replied to and we never received any phonecalls back when leaving a message to call back.

  Over a year+ to receive our door is ridiculous

  
  Sincerely,
  
  *** ******

  

  Business Response

  Date: 19/10/2022

  The scheduled shop time was unfortunately unsuccessful and we will need to order these door components again. This will be a further delay of several months. We will work with our door manufacturing partner to ensure the product is available as soon as possible. A credit will be applied to your account, as thank you for your patience and acknowledgment of this latest error. We are not obligated to provide this but feel it is justified and while it may not make up for your disappointment we are sincerely sorry for the latest set back. We will provide you with an ETA as soon as we receive one from our door manufacturing partners.

  Customer Answer

  Date: 20/10/2022

  
  ********** ********
  
  I am rejecting this response because: We are still awaiting delivery for our door. this is the 3rd door to be ordered? What is this 'credit' you speak of, I'm hoping its not just a 5-8% discount that has been mentioned before. Will you guys actually provide an ETA or will you continue to not reply to us in a timely manner?
  
  Sincerely,
  
  *** ******

  

  Business Response

  Date: 25/10/2022

  Mr. ******, our door manufacturing partner has provided us with a rough timeframe of Jan/Feb 2023. They are awaiting further confirmations from their suppliers and we are working together to try to reduce this timeframe if at all possible. Your order has been credited 8%. We will provide you with further updates as they become available and again apologize for this latest setback. 

  Customer Answer

  Date: 25/10/2022

  
  ********** ********
  
  I am rejecting this response because:

  An 8% discount is a joke and quite frankly an insult, this is the third door being ordered due to errors on your end.

  
  Sincerely,
  
  *** ******