ComplaintsforAll Weather At Home (Calgary)

• Initial Complaint

  30/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We've encountered a scary problem with the main living room window and patio door glass recently installed by All Weather Windows in my grandparents' new home. Despite choosing All Weather Windows based on its reputation for exceptional customer service and a ******* warranty on their windows and glass, we've experienced unexpected cracking and shattering of windows.Specifically, we've noticed cracks forming in the main floor window only on one layer and, more concerning, the patio door glass unexpectedly shattered one day while my grandmother was at home. While we're thankful that the shattered glass was contained by the bug screen on the outside, it's alarming to experience such a failure in a newly installed product. Our local handyman suspects a manufacturer defect may be the cause, and we agree.Unfortunately, when we contacted All Weather Windows to address this issue under the warranty, we were informed that there are no technicians in our area. Furthermore, the request for extensive documentation and photographs adds an unnecessary burden to an already concerning situation and my grandparents.Given the safety implications and our concerns about potential defects being present in all of the other windows, we urgently request that a technician be sent to replace the cracked window and patio door glass under warranty. Additionally, we would appreciate an inspection of the other windows to ensure they are not similarly affected.The safety and peace of mind of our family are paramount, and we trust that All Weather Windows will provide the necessary assistance and uphold the commitments made regarding warranty and customer service. Thank you for your attention to this matter, and we look forward to your prompt response and resolution.

  Customer response

  30/04/2024

  Hey,
  
  Attached you will find the consent form BBB needed from my grandparents who are elderly and lack computer skills. My granddad is giving his full consent to share his information with the company.
  
  By the way on the form, the second line under the consumer name reads company name, We wrote the name of the company we opened up the BBB case against because we were not sure what it was asking. Please kindly let us know if you require any more information from us.
  
  Thank you.

  

  Business response

  02/05/2024

  Good afternoon,

  Our ******** Service Supervisor and a member of our ******** Service team have both left voice messages for the customer and are waiting for them to respond to address their issue.

  Best regards.

• Initial Complaint

  27/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My wife and I have ordered a full window and door package from All Weather Windows and door for a value of $****** dollars. Upon receipt and installation of the package we had taken pictures of some of the damages /defects that we had witnessed. We immediately followed up with our distributor and All weather. It took them more than * months to book an appointment to come and inspect / repair the damages. After the inspection took place, we were advised a few days later that these damages/defects we not going to be covered by their warranty program even though it mentions that any crack are covered for up to ** years. We were told that this would cost us another $***** dollars to have repaired. We don't even know if this will impact or affect the building envelop for letting water, air, moisture or snow into our home. We have delayed finishing our inside and outside as we were unsure of how this would get repaired. We just can't believe what is happening and that we even spent more than we wanted to get an upgraded window package from All Weather.

  

  Business response

  27/02/2024

  Good afternoon,

  This customer purchased our products from Star Building Materials.
  The patio door sashes are damaged from being dropped.
  The product was delivered in October 2023, no report was given of any shipping damage. The damage was reported in December 2023.
  We must assume it was damaged on site, which is why there is no warranty coverage.
  The sashes can be replaced but the cost would need to be covered by the homeowner or the trade that damaged it.

  Best regards,

  Customer response

  28/02/2024

  All the product was delayed in shipping as their first attempt resulted in the truck going off the road. The delivery was actually received in late November and we reported the damages on December ***. This is no very long after receipt of the windows and doors. 

  I have also read the All Weather Warranty and it does not state anything or time constraints on submitting claims within a certain time period, who is to know if a window shall fail * days or * years into a warranty. All we are asking is that All Weather repairs the broken sashes. This is such a small repair for them but would mean the world to us after spending more than $******. Base on their reputation and why we went with them in the first place, we would never have guessed that it would come to this. We are now petrified that any further concerns we have will fall with our responsibility to have repaired and that there will be not warranty granted. We even contacted Star about the fact that we would not be installing the windows the same day we received them and they even shared that warranty wouldnt be an issue because of this.  

  I would like for All Weather to book our replacement as quick as possible so that there are no weather penetrations into the home that could create mold or mildew. We will pay for the services so that it gets rectified asap. But would hope that All Weather would cover these cost at some point

  Customer response

  28/02/2024

   
  Complaint: ********
  
  I am rejecting this response because: My wife and I have ordered a full window and door package from All Weather Windows and door for a value of $****** dollars. Upon receipt and installation of the package we had taken pictures of some of the damages /defects that we had witnessed. We immediately followed up with our distributor and All weather. It took them more than * months to book an appointment to come and inspect / repair the damages. After the inspection took place, we were advised a few days later that these damages/defects we not going to be covered by their warranty program even though it mentions that any crack are covered for up to ** years. We were told that this would cost us another $***** dollars to have repaired. We don't even know if this will impact or affect the building envelop for letting water, air, moisture or snow into our home. We have delayed finishing our inside and outside as we were unsure of how this would get repaired. We just can't believe what is happening and that we even spent more than we wanted to get an upgraded window package from All Weather.
  
  Sincerely,
  
  ***********************

  

  Business response

  08/03/2024

  Good morning,

  We have worked with the homeowner and came to a fair resolution based on the circumstances.

  Best regards,

• Initial Complaint

  09/11/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Our windows are under warranty but there are issues with the patio door and one bedroom window. We first contacted All Weather on Sept 8 and did not receive a call back. Subsequent to that we called on Sept 9 and 12 when we received a call back saying we would hear back in about 10 days regarding when a service person would come out. We waited until Oct 12 and called back, received no return call so left messages again on Oct 14 and 18. We received a call back on Oct 18 and were advised we would hear back about a service technician in a couple of days. We did not hear back and left messages on November 4 and 7. We have not had a return call. I have been unable to get All Weather to return calls and take action to set up an appointment with a service technician.

  

  Business response

  09/11/2022

  Good afternoon,

  Our ******** Service Supervisor and ******** Service Professional have both spoken to the customer this morning and a service appointment has been booked for November 15, 2022 to address the issues. 

  Best regards,

• Initial Complaint

  04/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In October 2018 All Weather Windows replaced and installed a new living room window during some renovations at my residency. Quote number: *********-1, series: 910 Apex - 3W x 2H. $********. Around April 2021 we noticed baseboard, and drywall damage inside the house along with stucco damage outside of the house. All the damage was located just below one corner of the window frame. After numerous emails and phone calls, All Weather Windows replaced the window frame on Saturday Sept. 24, 2022. There was extensive damage to the frame of the house due to the leaking window frame. Framing, drywall, plywood and stucco were removed due to the mold and wood rough caused by the leaking frame. The new window frame had damage prior to install, one of the glass pains was scratched and the there is unfinished work. There is missing stucco outside along with more stucco damage on the lower level. There is drywall damage in the lower level that has mold. All Weather Windows has forward me an email stating the work is complete. They have not responded to my emails. All I want is All Weather Windows to fix the damage and put my newly renovated home back together. I have emails and photos to support the damage caused by the defective window frame. All Weather Windows installation crew also took photos proving the window frame caused the damage. I have given All Weather Windows an opportunity for me to obtain 3 different qualified contractor quotes to fix all the damage. ALL Weather Windows can pick the sub-con and pay to complete the work.

  

  Business response

  18/10/2022

  Good morning,

  Our installation manager has reached out to the Mr. ******* to book an appointment to review the issues with him and determine a resolution.  

  Best regards,

  Customer response

  21/10/2022

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

  I did receive a phone message on Oct. 5th from ***** (?) instructing me to obtain some stucco quotes to repair the stucco.  I returned the call and have not received any other correspondence.  I have saved the voice mail.

  
  Given it's the end of the summer construction season this is a bit of a challenge to obtain quotes.  I do have 2 individuals scheduled to stop by this week to review the damage.  I have received quotes via text for $******** plus.

  
  The work is NOT complete.  Outstanding work includes but not limited to:

  • a damage window frame was installed,
    Missing stucco on the upper level of the house,
  • Improper flashing caulded to the top of the window,
  • Gaps in the exterior moulding (you can slid a dime into the gaps),
  • Missing interior drywall on the upper and lower levels which will require mud, tap and paint,
  • Danaged casing requiring replacement, paint and installation,
  • Stucco damage on the lower level (there is mould in the walls and the plywood and stucco needs replacing,
  • Once the stucco is repaired it will need to be painted to try to match the colors,
  • I have pictures of the process.

  There is approximately $******** to $******** damage remaining.  I am open to All Weather Windows refunding the original invoice (approximately $*******) so I can replace the window by a qualified and reputable vendor.  Plus an addition $******** to complete the current damages.

  
  Thank you and I look forward to closing this matter out in a timely manner.

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

  

  Business response

  26/10/2022

  Good morning,

  We have recently replaced the window frame in the customers home and the work indicated above is repair work following the replacement.  Our Installation Manager has made an appointment with ****************** at his home for the week of November 7, 2022, to review and discuss the work.  

  Best regards,

• Initial Complaint

  30/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  IIn June I placed a service request to All Weather Windows to replace the crank shaft of a window they had installed. They would not complete this request until payment was received in advance. I paid them and the appointment was made for August 22nd, 2022. My service request included pictures of the window my invoice number. The service man came with no parts to repair the window and said they needed to find the part. I have emailed and phoned ****** and all weather windows asking her to find it in heart to let me know what was going on. I have received no response. I have received no service. They walked away with my money.

  

  Business response

  29/09/2022

  We have completed the service for this customer and refunded the charge due to the confusion.

  Customer response

  29/09/2022

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

*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. ↩