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Complaint Details
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Initial Complaint
19/12/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Date of Installation: Sep 27, 2022 Requirements: 5 windows needed replacement, 4 were straightforward replacements, and one (front window) needed to be cut down and replaced with a bigger window. Amount Paid: $11,145.75 ($10,615 + GST) 2 PROBLEMS: PROBL #1: Wrong window size of cut-down replacement. Required 68 inches glass height, I got 64 inches instead. (issue found and contacted Sunview in Oct 2022) Sunview sent their technician to do the final measurements. I asked them to cut down the existing window so that the height of the glass is 68 inches. Using a tape measure, I showed Sunview’s technician the height of 68 inches I wanted for the glass by placing the tape measure from the top where the glass starts to the bottom where the glass ends (top of windowsill). The sales manager/chief estimator says it’s a miscommunication and that I should have indicated glass. I did so using a tape measure. They said I signed the contract showing 68 inches, and the 68 inches includes the allowances in the frame. While I am not a window expert, I used a measuring tape and communicated to show the height of the glass I wanted. A member of my household with experience in construction witnessed me doing this with the Sunview technician. Apparently, the miscommunication was between the Sunview Chief Estimator and their technician. PROBL #2: We cannot open one casement window to full range (found problem in July 2023; contacted Sunview in Jul 2023) The following summer the front window wouldn’t close smoothly when opened fully. The technician advised us not to open this window casement more than 35 degrees. Doing so would result in issues, such as being unable to close it smoothly and may also sag. However, during the final measurements, I asked Sunview’s technician if the size of the casement window would cause any problems. I mentioned I wanted the casement window to be able to open fully in order to let air in during the summer. He reassured me there would be zero issues.Initial Complaint
29/06/2023
- Complaint Type:
- Order Issues
- Status:
- Answered
Date of transaction: Contract 1 is dated June 16, 2022 and revised contract is dated August 25, 2022. We have paid for $ 21,438.75 thus far. There is a balance of $6438.75. We have paid 2 of 3 payments. In past dealings with this company, the final payment was due after successful completion of the job. We do not want to pay this balance until we receive the proper-sized door (36 inches) and window as per contract. The way the business is trying to resolve the dispute is by asking us to pay for half of the new door (and hardware, installation, shipping, etc) that was supposed to be ordered in addition to the final balance. According to email communication, the new door is less than the cost of the current door (32 inches) installed. 8200$ is the current door (and associated costs). The new door is $6520 (including associated costs). We do not feel we should pay to get the correct door, which happens to be cheaper as well. The PO number for the revised (most recent) contract is ****.
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Customer Complaints Summary
2 total complaints in the last 3 years.
1 complaints closed in the last 12 months.