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:20/06/2023

  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.

  TESTING FAC for Verdun Windows and Doors

  

  Business Response

  Date: 21/06/2023

  Good morning?

• Initial Complaint

  Date:20/06/2023

  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.

  - Original Order Date July 27, 2021 with $2000 Deposit
  - Installation Date, delayed to July 29, 2022 with final payment of $5,404.00
  - Total amount paid: $7,404.00 including $851.79 HST
  - Order was for a front door with specified finishes, fully intstalled
  - I contacted the business the same day to identify problems with the installation
  - Received follow up service calls in August 2022, November 2022, February 2023 and May 2023 and it is still not right with numerous deficiencies, all documented by the business
  - Followed up with the service department by telephone after the most recent May 2023 visit, spoke to someone who identified themselves as a manager who was dismissive and unhelpful, the service call was not successful and the poor work needs to be redone
  - By automated email was advised a replacement door would be ready by June 15th
  - Contacted Verdun by telephone on June 20th to follow up on the June 15th ETA. They were unsure of the location of the parts ordered but were looking into it. The individual I spoke to was very professional and much more helpful but I'm seeking support from the *** to help resolve this and ensure that this is completed before the 12 month mark on July 27th for fear I may have limited options after the 12 months regardless of the business' extensive warranty period since they are typically not very responsive
  
  Attachments, include but are not limited to the following:
  Original order, Amended Order (for pricing adjustment for size), pictures, email communications

  

  Business Response

  Date: 20/06/2023

  First and foremost, we sincerely apologize for the inconveniences and frustrations you have experienced with your front door installation. We want to assure you that we remain fully committed to resolving any and all issues with the product and installation. As you mentioned, we have already provided continued support in the form of onsite service calls, repairs and inspections and have scheduled a follow-up service appointment on July 18th. Our team will diligently address all the remaining deficiencies to ensure your complete satisfaction. Our extensive warranty period reflects our commitment to standing behind our products and services, and we want to ensure that you are completely satisfied with the final outcome. We also appreciate your acknowledgment of the professionalism and improved assistance you received from our staff during your recent telephone conversation. We strive to provide excellent customer service and we are glad that your experience with this individual was more positive.

• Initial Complaint

  Date:14/06/2023

  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 May 31, 2021, we order a new door an frame from Verdun. We paid a $1600 deposit. On April 1, 2022 they came and installed the new door and frame. After installation, we notice that the new door and frame were dented. They said they would report it back to the office and order a new door and frame. We had to pay the balance of the invoice, $4,749.47. We received a call saying this items were ready and an appointment was scheduled for the install on Sept 15, 2022. So I scheduled a day off work. On Sept 15, the technicians did not come and no one called. When I called the office later in the afternoon, I was told that the technician was sick and we would have to reschedule. When it came time to reschedule the appointment, we were all of a sudden informed that the door and frame that was reordered, was the wrong specifications. They would have to order a new door and frame. After waiting another 7 months, we received a call informing us that the new items were ready and an appointment was scheduled for the install on May 23, 2023. When the technicians arrived on that day, they advised us that the new door was dented. They wanted to replace a damaged door with a damaged door. We refused. A new door was to be ordered. After 2 years, we just want our money back.

  

  Business Response

  Date: 14/06/2023

  We sincerely apologize for the inconvenience and frustration you have experienced throughout this process. We understand your desire for a prompt resolution, and we are committed to addressing this matter accordingly. First and foremost, we would like to emphasize that we stand behind the quality of our products and services. As outlined in our contract and warranty terms, we are fully responsible for repairing or replacing any defective or damaged items. However, we regret to inform you that a refund is not within the scope of our agreement. We acknowledge that there have been multiple instances where a replacement door has been reordered and not to the standard acceptable to be installed. We apologize for the inconvenience caused by these recurring issues and the subsequent delays in resolving them. We have already taken steps to order a new door, ensuring that the specifications align with your requirements. We understand your frustration with the previous instances of receiving damaged items and can assure you that we are taking additional precautions to prevent any further occurrence. Our team is committed to providing you with a flawless product upon installation.
  
  

  Customer Answer

  Date: 14/06/2023

  
  
  Complaint: 20184485
  
  
  
  I am rejecting this response because: I've been receiving the same response from your staff for the past year. Your response is hollow. We would like to be compensated for 2 years worth of frustration. 
  
  
  
  Sincerely,
  
  
  
  **** *********

  

  Business Response

  Date: 15/06/2023

  We understand your frustration with our previous responses and apologize for any inconvenience caused. While we do not provide compensation for frustrations, we are committed to resolving the issues with the product and installation. Our team is ready, willing and able to address the problems once the replacement door is received. We anticipate the timeline to completion being in the next 2-4 weeks and will contact you to schedule the onsite follow up appointment within this timeframe or will advise of any unforeseen delays if necessary. We appreciate your understanding and look forward to making things right for you.

  Customer Answer

  Date: 15/06/2023

  
  
  Complaint: 20184485
  
  
  
  I am rejecting this response because: I've have this same issue for over a year and I always hear the same response! You show little respect for your customers. 
  
  
  
  Sincerely,
  
  
  
  **** *********

• 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,
  
  
  
  ********* ******