ComplaintsforWindow Mart Inc

• Initial Complaint

  13/03/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Window Mart's conduct with us has been unprofessional and demonstrably fraudulent. The character limit prevents me from listing every instance of unprofessionalism, therefore this is a summary of only their most offensive behavior. After a sales representative comes to measure for the new windows, he insists a deposit of $1542.45 be made in cash or e transfer, as the company does not accept credit cards. Months later, after countless more unprofessional interactions, this same sales representative then demands the full final payment before delivery or installation, again, demanding cash or e transfer, Claiming that it's in the contract. However, the contract explicitly states the balance will be paid "upon satisfactory completion of the installation". I also found out that the company does, in fact, accept credit cards. I can only speculate as to why salesmen would be instructed to lie to us and demand cash, likely so customers cannot dispute charges. At this point, Window Mart's unprofessionalism has reached a point where I no longer trust them with the installation. I propose buying just the windows from Window Mart and having them installed by a third party or myself. I ask them to confirm the dimensions of the window so I can plan the installation. As I now suspected, the windows were too large. Our house is a log home, and window installation differs from that of a conventionally framed home. it's clear that window mart did not know this. I contacted them asking them to refund our deposit since the windows were incorrectly sized, and the sales manager immediately threatened to sue us for the cost of the windows. I responded with an email detailing the correct installation practices and how their window dimensions didn't comply, and they have since ceased all contact. Window mart has charged us a deposit under the provably false pretense that they had the knowledge and expertise to perform the construction and installation of our windows. This is fraud.

• Initial Complaint

  18/08/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  -Contracted signed Jan. 14/22 to replace 15 windows and 1 patio door total invoice $26320.25 order was placed. Project manager estimated early summer install and should be a week to install all windows -June notification to schedule install only 3 days in which I questioned but they were sure it would only take 3 days. -July 5/22 no communication up to this day cancelled due to weather, July 6/22 cancelled as installer was sick. July 7-9 installers came and needed additional 3 days equaling 6days for installation. I was compensated $250 for the added 3 days as I had to take 3 additional days off of work. That was all they would compensate for even though the cost of my time and work $250 does not even cover that and I am still waiting on the check. -the bigger concern is that my contract was for all triple pane LOE windows and charged for triple pane. The new patio door installed was double pane and I caught that. I had to email several time and call the project manager several times for him to acknowledge my concern and finally he admitted that he ordered double in error. As a result I believe if it wasn't for my due diligence as a consumer they would not have informed me of this error and I would be paying for triple pane and have double pane. I asked to be compensated for the error and have the correct panels. the new panels have been ordered and we now have to wait another 7-9months for them to be made and arrive. When communicating with window mart they have no remorse of the situation and believe that it is okay as the new panels are ordered but my time and energy means nothing not to mention their accountability for making it right for the consumer. Window Marts sense of accountability and acknowledgement is extremely disappointing and appreciate your assistance in ensuring that something like this doesn't happen again or to any one.

• Initial Complaint

  15/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In May of 2021, Window Mart sold us windows that were supposed to qualify for the Federal Government rebate. The salesman assured us that the windows would qualify as he knew that we were applying for the rebate. Due to supply chain demands, delivery was delayed. All windows except the patio door were installed in September 2021. The patio door was installed in March 2022. We subsequently arranged for the final inspection and were told that our windows would not qualify. I attempted to resolve this issue by trying to speak with someone in authority at Window Mart. None of my calls were returned. I finally reached someone this morning and was told that Window Mart does not honour any verbal agreements made between a salesperson and a customer.

• Initial Complaint

  05/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Transaction June 14, 2021, install late September, 2021. We purchased triple pane windows for our house, 12 in total and at the time were guaranteed that these 12 windows qualified for the NRCan grant. Only 6 qualified. We were told they qualified for $250 per window. We received only $125 for 6 of the 12 windows as the other 6 did not meet the specifications we were told by Window Mart they would absolutely meet. They did not have a high enough energy rating and of course we are very concerned now we were sold inferior product and these windows obviously did not meet the specifications discussed at the point of sale and the standards we were promised by the salesman they would meet to qualify. The ONLY reason we went with triple pane was because the salesman assured us we would qualify for this energy rebate from the Federal Government. We were lied to. As it is, the 6 windows that have qualified, barely qualified and only for the $125 per opening grant. We have sent many, many emails, and made many, many phone calls to Window Mart and have been ignored. In fact, the last 6 communications by us to WM were completely blanked and ignored. We were told we would receive a phone call from the owner about three weeks ago now, so in June, of 2021 and we never did receive that phone call. It has been the most appalling customer service throughout and we paid in excess of $14,000 for these windows. We would like a rebate back on these windows for the misleading information we were provided by WM which is a total of $2,250.00. This is the amount we were unable to claim for because the windows sold to us did not qualify in spite of being told by WM that they would qualify. We would like our account reducing by this amount. We would never have purchased triple pane had we known that the windows were not up to the standard we were informed we were purchasing at that time.

• Initial Complaint

  03/01/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I paid for windows and the do not seal and they have ruined my floors curtains

• Initial Complaint

  14/12/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I started window estimates the first week in May 2021. May 19 they called and asked for a $2300.00 deposit and was informed installation would be near the end of July. On May 26 they came to do more accurate window measurements. On June 7th they remeasured the basement windows. At this point they never informed me of any changes to the sizes of my windows. At the time of the estimate I told the sales rep that I only wanted to replace the one basement window if it could still be at least 12" of glass, he said that would not be a problem, but I was hesitant and very unsure that it could be done. The second basement window was to be made larger to accommodate legal egress for a bedroom but also be big enough that we could fit sheets of drywall through in case the stairwell was insufficient. The next time I heard from them was August 6 in a mass email to inform me the sales rep I was dealing with was no longer with the company. I called them on August 24 asking about an install date. Sept 17 they finally had a date of Oct 12-14, which they moved last minute to Oct 5-7 After install paid additional $9250.00. Asked for refund on windows made too small on Oct 7 Called me back and later and looked at windows was late to meeting to check my windows. Called days later saying nothing could be done. I wrote reviews. They said they would pay me $400 only if I took the reviews down.

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