ComplaintsforCanglow Windows & Doors Inc
Window Installation
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Complaint Details
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Initial Complaint
17/08/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I booked Canglow Windows and Doors to replace my basement windows. While going through my options, and before signing the contract, I told them we are replacing our windows to take advantage of the Canada greener homes rebate, and asked if they are aware of the program, and do the windows they sell qualify. I was told yes, they are aware of the program, yes, they qualify, and on my contract, Irina, the sales representative made a note that I was getting windows to qualify for the rebate. In total I paid $3664.50 to get the windows done, and an additional $800 to *******, to get the assessments needed to qualify for the rebate. In order to qualify, the stickers must remain on the windows for the person making the assessment (in this case, *******) to say, "yes these are the windows that qualify for the rebate, and nothing has been tampered with". I believe that Canglow lied to me. I had the windows installed May 31, and the installers took off those stickers (which leads me to believe they are not informed about the program). I asked for the stickers back, and they fished them out of the garbage for me. When I noticed the energy rating was missing, I called the company, and they told me (this would have been early June), that they will contact the manufacturer and get the information needed. It is now August, and after repeated phone calls, I have no information, no stickers, and employees telling me different things (I was told the sales person could get the information I needed, but when I asked her, she said it was impossible. Then the receptionist told me that the sales person called her, and told her she could get the information, but it's a lot of work, so she won't). I believe they lied to me from the beginning, they knew nothing of the program, they won't admit that to me now, and not only am I out the $300 per window (including the Hera program), $1500 in total rebates, but I am also out the $800 I spent on *******, to get my house assessed.Initial Complaint
28/04/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
Hello, I ordered windows from ****** a representative of the company which was installed 1 month ago amounting to 17000 cad dollars. Upon installation I realized that the description of the window ordered from the manual and the explanation that he gave didn’t meet my preference. As I was very clear that I needed to be able to see through the newly installed glass doors and that I was changing my current doors because I needed the sunlight to come through. ****** told me that the selected door from the manual will suit my request, when the doors came it didn’t and however prevent all lighting from entering be in inside or out. I told the installers to not install them but they had already cut out the wall and so forth and the said I should contact the sale rep. I then called ****** and he said he would come and look and work something out to get my request. He came 2 days later and also realized that the doors were not properly installed and that they cannot close. Also he suggested and agreed that there were misunderstanding I. The order *** that he could get the windows change at a lower cost seeing that it was his mistake. At that point I realize and suggested to him that selling customers from manuals doesn’t not give clarity of the glass and that the company needs to have samples for customers to see and buy from, because I certainly cannot live with the occlusion tagt the doors create I feel imprisoned and cannot live with it. Upon contacting the company they were rude *** disrespectful and didn’t want to facilitate me. They instructed to call ****** and when I call him he referred me to the company( I have a copy of text correspondence with ****** for proof of communication) if you do desire. I need you to help me with this matter as my family is dally apart with this error purchase and the cost that I have agreed to pay along with the dissatisfaction Please advise me further thanksInitial Complaint
25/04/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
Complaint as sent to Canglow April 8, 2022 Canglow Windows and Doors ***** *** ****** ** ********* ** *** *** **** ******* ************** ******** ********* **********, Director In May of 2020 I began my relationship with Canglow through your representative ***** *******. My orders were for two windows and a deck door upstairs, and two new windows downstairs for the kitchen (invoices ******** *******) of which I paid approximately $4900. Since then I have documented all events and conversations between your company and myself, including incorrect items and late delivery. Your various staff have blamed it on poor installation with missing insulation. I had last emailed ****** in December 2021, and have received no reciprocal contact from your company since she answered then about her opening another service request. Unfortunately after two winters with these windows (please see photos below), with the second occurring after Canglow supposedly corrected the deficiencies, is obvious that your products are underperforming, despite your warranties and guarantees. The photos show undeniably no change in the in the failures of your products. If not only to protect your reputation, I would think that Canglow would want to satisfy every customer. I have been inordinately patient and hopeful since May 2020 to minimally get properly installed and functioning products. I have understandably now run out of patience, and will not tolerate another winter of ice and pools of water from your windows. Therefore I am seeking rectification via replacement, or a refund. I look forward to your reply and to your resolving my problem, and will wait until April 22, 2022 before seeking help from a consumer protection agency, BBB, or seeking further outside counsel. Sincerely, *** ********* ******** *** *** ******** ** *** *** *** *** ****Initial Complaint
19/04/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
I have two windows that were installed and have air leaking through, very drafty on these two windows. The service manager asked for pictures which were sent 3 weeks ago, and since then he does not return my calls. There was also an error on the ordering of my windows and the super LowE window was supposed to be in the South bedroom. It came for the North bedroom. Since these are custom size windows in a 1935 house, they could not be interchanged due to size errors. I will always be fighting the heat on the south window now.Initial Complaint
10/01/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
We got our windows and doors replaced fall 2020. Doors were replaced on dec 16, we’ve had countless issues with them and have had canglow come to look and they agreed that the doors are not installed properly. Late November the managers came to looo after countless calls and complaints and fully agreed the doors need to be reinstalled as they were not installed properly. I haven’t heard from them since, they never return my phone calls or messages. The doors are to the point that I cannot close them and my heating bill is atrocious due to this *** *** ****** ** ************- we paid so much money and it’s just been a huge circle of fighting for some response. I have copies of email exchanges , numerous photos and a huge history of unreturned messages and calls. * ***** ********** *** **** *** *** ******Initial Complaint
19/10/2021
- Complaint Type:
- Order Issues
- Status:
- Answered
Canglow windows & doors collected a deposit for window installation. Failed to meet the contract for that window installation (the second part of the contract written by hand). They broke the window I ordered, which took 8 months to arrive. I asked that they not re order, as I didn't want to wait another 8 months. They agreed. Now they refuse to refund my money and have ordered another window. I also have an unsigned contract. Deposit was for $381, I would simply like that refunded. I have spoken with multiple managers, both of which have hung up on me with no attempt at resolution. They have stated that they will just send me to collections for the other %50 of the money and keep the window once it arrives.
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Customer Complaints Summary
8 total complaints in the last 3 years.
1 complaints closed in the last 12 months.