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:21/03/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 24/03/2023

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

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

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

  Customer Answer

  Date: 31/03/2023

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

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

• Initial Complaint

  Date:09/03/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 16/03/2023

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

  Customer Answer

  Date: 19/03/2023

  
  
  Complaint: 19562987
  
  
  
  I am rejecting this response because:
  

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

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

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

• Initial Complaint

  Date:05/03/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 09/03/2023

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

  Customer Answer

  Date: 09/03/2023

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

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

  

  Business Response

  Date: 16/03/2023

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

   

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

   

  Customer Answer

  Date: 22/03/2023

  
  
  Complaint: 19542938
  
  
  
  I am rejecting this response because:
  

  Dear Verdun,

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

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

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

• Initial Complaint

  Date:14/02/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 15/02/2023

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

  Customer Answer

  Date: 15/02/2023

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

  

  Business Response

  Date: 15/02/2023

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

  Customer Answer

  Date: 16/02/2023

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

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

• Initial Complaint

  Date:01/02/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 03/02/2023

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

   

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

   

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

• 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.