ComplaintsforCalgary Premium Windows

• Initial Complaint

  14/06/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On or about the first week of May, I had a front and rear door installed by Calgary Premium ***************************** (Contact ************** ******) The doors were paid for promptly after installation, however the front door is now leaking at the base of the door. I'm writing this on June 14th with high levels of rainfall, weather advisories etc. I am required to use a towel at the front door to soak up the water.Calgary Premium Windows and Door were contacted on June 6th via an e-mail and voice message and on June 7th, I received a text message from Mr. ****** that "the bottom sweep needs to be adjusted. I'll reach out to ******* and see what we can do".I have no idea who ****** is but what I have become aware of in a follow up call with Mr. ****** on Thursday June 9th is that Calgary Premium *********************************************** are sub-contracting their service issues to a company called *** *** and all I got was a phrase like "**** *** **** ******* ********* *** *** *** ******* **** ** ***** * **** **** *** ***** ******* *******".I informed Mr. ****** that this was his accountability, I have no contract with *** ***, my contract is with Calgary Premium *********************************************** and I want my new door fixed.Later that morning I received an e-mail from Calgary Premium *********************************************** and the entire contents were:"****** will be in contact with you to rectify the leaky door!"Today (June 14th) I received an e-mail from *** *** stating that the soonest they can attend to my door is July 7th. I find this an abysmal level of customer service and in the meanwhile the leak continues. Calgary premium *********************************************** appear to be pawning off responsibility and accountability post-installation. I want my door repaired sooner than that - if Calgary Premium *********************************************** were as fast and concerned about service calls as they are in requesting payment, then I'm pretty sure I would not be in the current position that I find myself in. I can provide further evidence (phots etc.) later.Yours Sincerely

  

  Business response

  17/06/2022

  Please find ******** a detailed timeline with copies of all emails and phone call going back and forth between all parties involved. We have actively and diligently been working on resolving the issue with the leaking door. It was not our installation or service issue, but a manufacturing issue. ******, the manufacturer has taken complete responsibility for this and have been communicating with the customer. The have agreed to replace the door.

  Sincererly,
  

  ***** ******

  Calgary Premium Windows & Doors Ltd.

  Customer response

  17/06/2022

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

  
  

  (a) * ** *** **** ******** *** * **** ***** ********* ** ***** ****** **** ****** ******* ************** ** ************** ****** ** ******* ***** - if ************** ****** or one of his direct company employees cannot take the time to visit a customer who has bought a defective product direct from his company just five to six weeks previously, is far more indicative of where his customers are seen by Mr. ****** *** ** ***** ** ****** ****** ******** ** **** ** ******* ** ****** ********** ******** ************ ***** ** ****** ***** * ** ** * *********** ******** *** ** *** **** **** ** ** ********* ** *** * ****** ****** ************.

  
  

  (b) If someone (Mr. ******) made arrangements and came to my home within twenty four to forty eight hours after my initial contact, looked at the door, diagnosed the problem, apologized and made active measures there and then with regard to making matters right, I would not have felt the necessity to make a complaint to the BBB but which I'm perfectly entitled to in this case or any other case where I believe that customer service, newly installed products or recently provided services are not up to the required standard that any customer would expect.

  
  

  (c) Had I known that all the manufacture, installation and servicing of the company's products are being provided by companies other than the entity that I have a contract with, I would have gone elsewhere with my business. I have been working in the *************, ************** and ****** sectors for over three decades and the preference is always to utilize one entity only and avoid the introduction of additional sub-contractors by the contractor that you have engaged. I say that based on significant prior business and contractual experience. This in no way is to disparage any companies that Calgary Premium Windows & Doors may elect to utilize and my recent dealings with ***** were quite pleasant *** ** ** *** ********** ** *** ****** *** ********** **********. * ***** **** ****** *** ****** ** ****** ******* *********** **** ****** ** *** ****** ************ ** *** **** ** *** **** **** ****** ** ** ****** ****** *** ** ************* ********* 

  
  

  ** ***** **** ******* ******* *** ************* ******** ********** * ***** **** **** **** ********* ** ********* **** **** *** ******* ******** ** **************** **** all I can say is that that perhaps the principal of the above company has become somewhat removed/detached from dealing with customers directly. (Other than selling products of course, where you will be honoured with his presence).

  I would also like to thank ***** for providing me with a copy of the warranty for my doors. 

  
  

  (d) The crux of the matter in my opinion is that I made a complaint to the BBB as opposed to waiting until July 7th for another entity to just look at the door. I do not care whatsoever how busy Calgary Premium Windows & Doors sub-contractors/service providers are, my contract is and remains with Calgary Premuim Windows & Doors. There is no ambiguity whatsoever in that regard and when I report a leaking/defective on a new product to the owner/principal of the company, I expect a very timely arrival of a representative from that very company. It is no different to purchasing a brand new vehicle and it starts leaking fluid, the first person that is contacted is the sales representative of the dealership who sold you said car - to expect a purchaser of a new vehicle to wait four to five weeks and then another entity arrives to repair/replace the vehicle is incomprehensible. Yet this is the position I found myself in and as stated above, I made a complaint to the BBB and miraculously within twenty four hours of doing so, the actual installer came to my home and confirmed that the installation is in good order but two (2) glass panels on the door are defective and leaking water. (Manufacturing issue)

  
  

  (e) If/when Calgary Premium Windows and Doors and it's sub-contractors/service providers, repair/replace my door to my satisfaction ,only then shall that be the end of the matter but until such time as that is completed, the above response is rejected and my complaint shall remain open. It is unfortunate that matters came to this but I will offer no apologies whatsover for utilizing the BBB and I sincerley thank them for their assistance as frankly without them, I would still be waiting for Calgary Premium Windows & Doors/it's representatives to actually come to my home and confirm that the front door is currently unfit for purpose.

  I had intended to utilize Calgary Premium Windows & Doors next year to replace windows in my home but unfortunately based on this experience this shall be the first and last time I shall have anything to do with them. I can only presume that Mr. ****** and or his company will be happy about that but I say in all sincerity that I do and always utilize the same companies, where I believe their personal responsiveness to customer complaints, concerns and needs is the number one priority. There may be a number of positive reviews/testimonials for CPW&D but I can only attest to what I experienced and in my case and it was the complete opposite. This is the first and hopefully the last time I will have to employ the services of the BBB. The only thing I can offer is to request Mr. ****** to take time out of his busy day and physically present himself at the homes of customers who have recently purchased his products and found them to be faulty/defective/unfit for purpose. It's the personal touch that shall always make the difference and a prompt appearance by Mr. ****** at my (defective) door, acknowledgement of the fault, apologies for said fault and a full and thorough explanation of what he will do to get this sorted and believe you me, there would have been no complaint raised with the BBB. 

  
  

  I desire no further communication with Mr. ****** and or his company with the exception of written confirmation that the defective door panels any other remedial works have been completed at my home, where I shall then confirm in writing that the work has been completed or has not been completed to my satisfaction. I'm hoping that it shall be the latter and my last dealing with Mr. ****** and his company. The current planned date for completion of the works is July 18th due to the necessity to order two new glass panels to replace the defective units and frankly it cannot come soon enough.

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

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