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:14/12/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 21/12/2022

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

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

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

  Customer Answer

  Date: 29/12/2022

  
  
  Complaint: 18537247
  
  
  
  I am rejecting this response because:
  

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

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

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

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

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

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

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

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

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

  

  Business Response

  Date: 10/01/2023

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

   

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

   

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

  Customer Answer

  Date: 11/01/2023

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

• Initial Complaint

  Date:07/12/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 13/12/2022

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

   

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

  Customer Answer

  Date: 13/12/2022

  
  
  Complaint: 18538075
  
  
  
  I am rejecting this response because:

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

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

  

  Business Response

  Date: 20/12/2022

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

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

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

  Customer Answer

  Date: 20/12/2022

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

• Initial Complaint

  Date:17/11/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 22/11/2022

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