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:08/08/2022

  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.

  Contract: #******, dated 10 July 2021 (deposit paid to Verdun) and contract signed and order submitted to Verdun) Sales Rep. ***** ** ***** Problems: (1) After 12 months, our windows and sliding doors installation remains incomplete; (2) Any updates provided regarding the tentative timeline for installation were either moved or were no show; after many changes a portion of windows and sliding doors installation (3)Untrained, incompetent and inexperienced installers wrecked all the windows and doors by using wrong foam therefore bending all the frames. Verdun management namely responsible Sales Rep ****** *****, Installer i/c ******** ***, GM **** ******, all A/N individuals have visited the construction site numerous times and have compiled filed deficiency reports repeatedly However none of the reports have been shared with me nor do we know the content of these reports. • Damages (to date): due to the numerous and unsubstantiated delays and incompetence of individuals in fulfilling this contract, all of which are attributable to Verdun, we are unable to install kitchen counters, window frames, window blinds and proper security locks on the sliding doors and windows causing a further delay for other trades to complete their contracts. Due to Verdun’s negligence and incompetence, I am now stuck to have an incomplete and insecure house. If any unforeseen incident happens to my house, I will hold Verdun responsible in court of law and it will be due to their neglect. As fall/winter approaches soon, I do not have a weather proofed house with living conditions in which I feel secure bringing my family into. Repeated unnecessary aggravation caused due to Verdun failing to return phones calls, text msgs, and/or emails over past year . Resolution Sought: (1) commitment from Verdun to properly install all the sliding doors and windows in accordance with the contract (with the correct measures and using proper foam) within 30 business days.

• Initial Complaint

  Date:04/08/2022

  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.

  On February 25th 2021, I signed a purchase contract with Verdun Windows for the Cachet Novatech double front entrance doors. I was told that the delay would be approx 3 -4 months because of Covid. A delay of 11 months was when the first scheduled installation was booked ( January 2022). On that day, the installers were here but had to leave without installing the doors after they realized that the flash clipping was the wrong color. Also, a double screen door which was not ordered had been added to the doors. Communication with the company from then on was a total disaster. No follow-ups were provided and we were left in the dark. In May 2022, we were notified that the doors were now ready to be installed. Verdun schedule a new installation date for June 3rd. On that day, after they did not show up for the schedule installation, I received an email informing us that they had to cancel again because they could not find the frame. Because this was the 2nd time that the planned installation did not go through, I went directly to the manufactury on June 6th and had an hour long in person meeting with the ***** *******. I was told then that I would be getting a follow-up within 24 to 48 hours. On June 13th, I sent another email to Verdun indicating that I was still waiting for a follow-up. On the week of June 20th, I was notified of a new installation date for June 28th ( this was going to be the 3rd attempt). Again, on that day, after not having Verdun show up for the scheduled appointment, I receive an email indicating that the installation was again cancel ( same reason, they could not find the frame despite the fact that I had spoken with them the week before to confirm that they had the frame). It was on July 19th that I receive an email indicating that I was going to get a follow-up. It is now August 4th 2022 ( 18 months later), I am still waiting for the follow-up and still in the dark as to what is happening with my order.

  

  Business Response

  Date: 09/08/2022

  ****** we apologize for the numerous delays and missed appointments. An installation appointment has been scheduled for September 2 and we look forward to installing your beautiful new custom entry unit. 

  Customer Answer

  Date: 15/08/2022

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

• Initial Complaint

  Date:29/07/2022

  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.

  We ordered a door from Verdun 2 years ago and waited over a year to receive it. We cancelled the contract and the door was delivered on our doorstep the next week. Without our permission. We let it go! We decided to give Verdun another chance and ordered two windows in January 2022 and paid a deposit. They said it would be a few months for install and at the latest June 2022. By the end of June i asked to speak to a manager about my file - no response. We again threatened to cancel the contract only to be told they had only just put in the work order (5 months later). The staff gave me a date of install by the end of July. I insisted to speak with management to receive an explanation. I specifically asked the week before the install that a manager call me prior to the work completion to explain what happened with my file. The workers showed up, and still no contact from the manager. The work is incomplete as they were missing some flashing. My complaint is about consumer right! I on two occasion had to threaten Verdun to move on its obligation. On both occasions i asked for a refund and on both occasions they scrambled to get it done. On both occasions, Verdun performed a bait and switch, obtaining my business with an optimal timeline and failing to deliver. I, as a consumer have no recourse to ensure Verdun lives up to its obligations. They mislead me… and i could have procured services from another provider. I never would have accepted a 7 month wait for 2 windows. Companies like Verdun should be held accountable for their services and contractual obligations. Secondly, where are their managers??? Do they not speak to clients. Ive asked for 2 months to speak with a manager???

• Initial Complaint

  Date:22/07/2022

  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.

  - Install on My 25th --> they did a horrible job (see pics); damaged my brand new walls; installed one window incorrectly - Contacted them few times and I was dodged - Wrote them on June 10th, with pictures, no answer - called many times; customer service promises service will call me back and nothing - talked to my sales rep; can't do much; call service again - Finally service sent a guy week of June 13 (so took them from May 25 - June 13 to send someone to inspect the damages) - Guy looked and was VERY nice and professional; recorded the issues and left By the way, the ONLY fix they can do is install new casing to cover the damage; fixing walls is OUT OF THE QUESTION for them. - Good luck getting a hold of anyone again!!! NO RESPONSE from service; sales guy gave me few names; and finally I got a name in Service - Spoke to the guy; was nice on the phone and took note and emailed me on Jul 11 saying - I will contact you by end of week; If i don't answer you, contact me (how cool is that!) - Sent him few follow up emails and cced sales man --> no answer and now, we are July 22nd with no date for addressing the issues The following is what I requested a number of times via email with NO REPLY: 1. Ensuite a. Ensuite window needs to be re-installed b. Jam for Ensuite window will need to change too (this was approved by my sales rep ******) 2. Master Bedroom a. Screen is punctured; need it replaced ? it was installed punctured and installer included that in his report when the job was done and I had no follow up at all to this 3. Two windows in the living room – nosing needs to be replaced (this was approved by my sales rep ******) 4. All Windows except the two windows in the living room (23.5x62.5) a. Install 3.5 inch casing 5. The two windows in the living room (23.5x62.5) a. Install 2.75 casing to avoid intruding on the fireplace They won't repair my walls; anything we can do to have them repair the walls they damaged?

  

  Business Response

  Date: 26/07/2022

  ***** we apologize that the reported service and repair items for your windows were left unresolved. This was due to an internal error and oversight and your order was marked as completed after your patio door installation in July. All reported notes by the Service Technician who conducted the inspection and items approved by your Sales Representative are back on track and there is an active service ticket open to address these concerns. Our installations department has reached out to schedule the follow up appointment and are holding a date for you and awaiting your confirmation.

  Customer Answer

  Date: 04/08/2022

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

  I am not getting any response from the business on the scope of the work (in fact, last correspondence with them was on July 27 and I sent two emails with no answers).

  So, I would request that you reactivate the complaint as the business did not honor the commitment since they are NOT committing to the scope of the repair I outlined and prefer to leave their visit fluid (I will send you latest unanswered thread in another email).

   

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

  

  Business Response

  Date: 09/08/2022

  ***** please confirm you received the below email. This is the planned action items being addressed on your August 30th appointment and are taken directly from the inspection report you noted to have taken place the week of June 13. The email was not responded to and this is the plan as it currently stands. Please contact ********* if you require further assistance.
  

   

   

  
  From: ********* ******** *****************************
  Date: Wed, Jul 27, 2022 at 12:07 PM
  Subject: Order # *******
  To: ********************
  
  
  Good day M ****
  
  
  Here is the report we got from *****
  
  
  All trim is too small, Does not cover the paint lines, needs to be 3 1/2 mdf col. 
  Also the en suite is not level and has to be re-installed.
  Foam on bottom of window on right of fireplace on siding, to be cleaned off
  Needs bull nosing on lower level 3 windows
  
  Was there anything else you would like us to take a look at while we are there ?
  
  
  ********* ******** ******* *******
  
  ****** ******* * ***** *** ******* *** ***** ** *** *** ***  ***** ******** ******* ***** ********
  

  Customer Answer

  Date: 10/08/2022

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

   

  please see my response to *********'s email - business continues to avoid committing to the repair scope I identified.

  This is my response - which I did not yet receive a direct answer to.

   

  From: **** **** ********************
  Sent: July 29, 2022 10:30 AM
  To: ********* ******** *****************************
  Subject: Re: Service Verdun#*******

  Hello *********
  
  Thanks for the quick reply.
  
  Does this mean the primary scope of work is the reinstall of the ensuite windows and perhaps they “maybe” able to address some of the issue?
  
  Sorry to continue to harp on the same issue but I want to be clear on what scope of work and parts you are sending with the team.
  
  The last thing I want is for them to show up and tell me they were only told to reinstall the window, have another look at the issues and leave.
  
  I would appreciate it if you can clarify before we book the date.
  
  Thanks 
  
  Sent from my iPhone
  
  
  
  On Jul 29, 2022, at 2:23 PM, ********* ******** ***************************** wrote:
  
  Good Morning
  
  Thank you for the pictures. Some of them were added to your file. We will definitely take a look to see what we can do to resolve the issue after the reinstallation is completed on August 30th if that is okay with you
  
  
  ********* ******** ******* ******* ****** ******* * ***** *** ******* *** ***** ** *** ***
  ***  ***** ********  ******* ***** ********
  
  
  
  verdunwindows.com
  
  
  
  
  On Thu, Jul 28, 2022 at 7:22 AM ******************** wrote:
  Hello *********,
  
  Please see my email below that I’ve been trying to get to service (directly via ********) and below via customer service.
  
  I saw your recap of the scope and for some reason, we always seem to fall back to ****’s report (which I have not seen).
  
  If there has been no subsequent updates to my file, would you please:
  Update the file
  Confirm the scope mentioned
  
  The report seems to not indicate damage to the walls but rather “casing falling short”. Can you please confirm the images **** took and the ones I sent are on file?
  
  I am attaching an album of some of the damage – the main one:
  *******************************************
  
  Can I assume fixing walls is not something you would do and the only fix is the casing to cover the damage?
  
  Once I receive your confirmation on the work that will be done as per my email below (please reply) and consider the Aug 30th confirmed.
  
  Thanks.
  
  From: ****************** ********************
  Sent: July 25, 2022 5:13 PM
  To: 'Verdun Windows' <[email protected]>
  Subject: FW: Service Verdun#*******
  
  Hello,
  
  Confirming the Aug 30th service date contingent on getting written confirmation of the scope of work involved.
  
  See below for my description of what I believe is required.
  
  Thanks.
  
  From: ****************** ********************
  Sent: July 17, 2022 9:44 PM
  To: ********* **** ************************ *** ******* ********* *****************************
  Subject: RE: Service Verdun#*******
  Importance: High
  
  Hello ********,
  
  Reaching out since I didn’t get a response…
  
  To recap the changes needed:
  Ensuite
  Ensuite window needs to be re-installed
  Jam for Ensuite window will need to change too (this was approved by my sales rep ******)
  Master Bedroom
  Screen is punctured; need it replaced à it was installed punctured and installer included that in his report when the job was done and I had no follow up at all to this
  Two windows in the living room – nosing needs to be replaced (this was approved by my sales rep ******)
  All Windows except the two windows in the living room (23.5x62.5)
  Install 3.5 inch casing
  The two windows in the living room (23.5x62.5)
  Install 2.75 casing to avoid intruding on the fireplace
  
  Please confirm we have agreement on the scope and also the installation date.
  
  Thanks.
  
  From: ******** *** ************************
  Sent: July 11, 2022 4:06 PM
  To: ******************
  Subject: Service Verdun#*******
  
  Please reach me here , if i do not answer back friday this week
  
  thanks 
  
  
  --
  
  
  ******** *** ******** *******
  
  ****** ******* * ***** *** ******* *** ***** ** *** *** *******  ***** ********
  
  
  
  verdunwindows.com
  
  
  
  --
  
  ****** ******** ***** **************
  Verdun Windows & Doors
  104 Clement St, Vars, ON K0A 3H0
  Cell: (613) 816-5565  Office: (613) 443-2694
  
  verdunwindows.com
  
  
  

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

  

  Business Response

  Date: 01/09/2022

  Hello *****, here is the scope of the remaining work scheduled for Sept 21 and 23.

   

  Sept 21 service technician ******: re mesh 1 screen on site

  Sept 23 installer *****: To do: Bathroom window needs to be reinstalled with new jambs, Bring v shaped ladder with a platform to reach stairs window, Install 3.5 Col MDF, Bring mud and sand paper to fix around damaged window 

  Customer Answer

  Date: 01/09/2022

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

• Initial Complaint

  Date:01/07/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Contract: #********, dated 25 May 2021 (deposit paid to Verdun) and July 2021 (contract signed and order submitted to Verdun). Problems: (1) After 12 months, our front door installation remains incomplete; (2) No updates have been provided regarding the tentative timeline for full and proper installation; (3) Alternative solution proposed by Verdun (i.e. install a mismatched colour door) are unreasonable and contrary to the T&C of the contract; (4) Verdun response time to repeated and numerous inquiries over past 12 months is unacceptable. Damages (to date): due to the numerous and unsubstantiated delays in fulfilling this contract, all of which are attributable to Verdun, we have suffered (1) economic loss due to lost wages; (2) additional monetary loss given that we are no longer eligible for the government Rebates program; (3) repeated unnecessary loss due to Verdun failing to return phones calls over past year (multiple phone calls and emails Verdun representatives and departments have gone unanswered and/or have not been returned). Resolution Sought: (1) Verdun return deposit in full (aprox $2,418.52) within 10 business days; (2) Verdun pay accrued interest (at BoC rate) on deposit (from date deposit received by Verdun in July 2021 to date complaint); (3) Verdun continue to pay interest on our deposit until such time that the deposit is returned in full to my banking account; (4) monetary damages for loss of wages (as noted earlier); (5) monetary damages for loss of rebate eligibility; (5) commitment from Verdun to install the front door, in accordance with the contract (with the correct colours) within 30 business days. Notes: a full, comprehensive timeline (includes records of all emails and phone calls - including un-returned phone calls) and supporting docs (e.g. contract) will be made available to BBB on request. Thank you for your assistance.

  

  Business Response

  Date: 05/07/2022

  Your door is ready for installation, we have phoned to schedule your installation appointment.

  
  There will be no return of deposit or interest paid and we will not be discussing further compensation. We do not compensate for delays or lost time or wages as per the terms and conditions stated in our contract.

  
  All contracted items will be manufactured and installed at your home fulfilling the contract.

  
  We do not provide monetary compensation for any reasons related to rebates or grants being offered by third parties. Your contract with Verdun is for supply and install of windows and doors and does not have any conditions related to grants or rebates.
  

  
  

  Customer Answer

  Date: 06/07/2022

   
  Complaint: ********
  
  

  Update on complaint:

  As per discussion with Verdun rep (********** ***** ******* * **** **), Verdun has scheduled door installation for Friday, 22 July 2022, with arrival between 0830hrs - 0900hrs. Of note:

  (1) Verdun initially requested arrival time between 0700hrs - 0900hrs. However, as agreed with Verdun rep, Verdun installers will not arrive before 0830hrs, due to my childcare drop off requirements.

  (2) Verdun confirmed that the door installation would be done using the correct colouring ("urban bronze") as per the contract (and not the mismatched replacement / temporary colour previously offered).

   

  Next steps for complaint: Complaint has not been resolved, as the contract as not been fulfilled at this time. I will provide update on complaint and response to remainder of details upon full and proper installation of the front door as per the contract.

   

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

• Initial Complaint

  Date:21/06/2022

  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.

  We entered into a contract with Verdun for windows and doors. They had promised an early Jan delivery and ended up delivering only in April. The work was not properly finished - patio door improperly installed, insulation not put in wall, frame damaged in window in master bedroom, improper measurement in kitchen and 2 bedrooms resulting in blinds needing to be sent for cutting. Refusal to provide invoice because we held back the prices of the blinds which should have been credited against our invoice as per conversation with salesmen on the day of install. They said they would be back to assess the issues and send for repairs. They sent 3 people who were supposed to fix issues but only said that was not their jobs. One of them explained that many clients were unhappy with workmanship - He said I called again stating I wanted the repairs done and was given a song and dance that they were not yet able to provide a date. I was pushed into June for repairs. The guy showed up and said he was not equipped to do any of the repairs. I contacted the company again to be told or we are sorry we should have asked if we had to order items. I told them I would report them to BBB. They said they would get it done asap. I got a call again today with a song and dance that they are so busy they won't be able to do the work until Aug. Althought they have the parts necessary or expect them by end of week. At this time, I want a refund for the delay and I want the job completed asap. I have a medical condition that includes sleep deprivation and we cannot get the window dressing up until they finish the job. They are happy to start new clients but fail to take care of the clients that have already paid them. I expect this job done before July. Their staff issues is not my issue and they did not make it an issue when they took my money and knew they could not deliver on the promise. I'm tired of waiting and excuses

  

  Business Response

  Date: 21/06/2022

  We make every effort to make sure we stay within the estimated installation time frame but we do not promise any installation date.

   

  Your Salesperson has informed us that a credit for the blinds will be applied to the account when they receives a receipt for the blind cutting services, as discussed on the day of installation. To date they have not received this so the credit has not yet been applied.

   

  The site inspection done on June 7 was necessary to determine the scope of the outstanding issues and to identify what parts need to be ordered and how much time to allot to the service appointment. Our technician filed his report back to the service team and parts were placed on order. Our Service department reached out to book a follow up appointment on the first available date after the parts are expected to be in and our most qualified technicians are available. This date was refused.

   

  We are hopeful you will give us the go ahead to reserve this date for you so as to not prolong the process any longer.

   

  We do not refund for delays and will not be discussing compensation for delays or lost time or wages.
  
  

  

  Business Response

  Date: 28/06/2022

  ********* we apologize for the miscommunication as to the purpose and intent behind the June 7 service call, that technician was able to give us the information we needed to order the correct parts to resolve your concerns with your Verdun products. These parts are on order and we have scheduled a return appointment to make the necessary corrections. This service appointment will be carried out by 2 of our service technicians who are trained to perform this type of follow up work. New customers and installations are being served by Installers who have a different skill sets and perform different tasks and would not be suitable for the work required at your home. We are sorry that a follow up is required at all, but this is something that we are prepared for and we will ensure that any and all issues are corrected to your satisfaction.   

  Customer Answer

  Date: 28/06/2022

  The issue is the pck of level of awrvice. to be tild that i need to be pushed back to aug because you have nww customwrs to dwal with is unacceptable. You were ready and willing to take my money but are unable to offer the level of service. as for misunderstanding that is a fsw statement as i have discussed at lenght the details of what was needed for thw job and 3 technicians showed up peioe to june 7th. the excuse provide is you trying to wishy wash yourswlf out of this. Tbe lwvel of aervice ia truly unnaceptable and never have you even offered to reduce the cost to compensate for all the trouble tjis has caused