ComplaintsforCanadian Choice Windows and Doors

• Initial Complaint

  05/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ** ** * **** ***** **** **** **** ** ******* ****** Canadian Choice especially the one located in the Surrey location are led by several unprofessional, inappropriate and greedy liars. We recently chose them to upgrade our windows and they did not follow through with what we discussed. We told their sales agent exactly what we needed especially for our bathroom windows because it is facing directly to our neighbours windows and we needed it to be frosted and the direction of the opening to be sliding up and down due to privacy concerns and additionally, ventilation. We emphasized this to their sales agent and reminded him many times.Yet, after so many emails and phone calls to Canadian Choice, they did not try to resolve the problem and only kept making excuses and defending themselves rather than try to de-escalate and prioritize customer satisfaction.- They said we should have confirmed with our sales agent which we did many times.- they said we should have known from our invoice but nobody will easily understand their abbreviations and we reminded their sales agent many times about what we needed in our bathroom windows.- **** ****** ** ** **** * ************* ***** ***** ******* ** ** ***** * ****** ** *** ******** ** *** ****** ********** **** ***** ******* *** ***** The contract they wanted us to sign also would force us to renounce any FUTURE complaints we might have about their windows and service and installation. Canadian Choice located in ****** is the type of company that will take away your freedom of speech.- additionally, if you mention freedom of speech to them, they will threaten you by taking legal actions which they did to us.If you value your freedom of speech and expect an honest, professional company who prioritizes proper customer service and satisfaction then I highly DO NOT recommend this company especially the one located in ******. **** ******* ****** ** ******* *** ***** *****

  

  Business response

  07/02/2024

  Our records indicate that the initial consultation took place on August 9, 2023. The signed contract, dated November 8, was a result of thorough discussions about product options, and the terms were carefully reviewed and acknowledged by ******** (attached). Importantly, the contract explicitly specifies clear glass, with no mention of frosted glass or hung windows.

  At the conclusion of each installation, we provide our customers with the "Customer Satisfaction Report", where they have the opportunity to express any concerns or dissatisfaction. The report dated December 20 provided positive responses to key questions such as: 'Are the windows and/or doors to your satisfaction?' and 'Operation of all windows and doors was explained and shown?' Both questions received affirmative responses, demonstrating overall satisfaction with the completed work (attached).

  Upon learning of the privacy concerns related to bathroom windows, we promptly offered solutions in an effort to address the issue and ensure customer satisfaction. On January 18, we proposed replacing the bathroom glass units with frosted glass at no cost to the customer. Additionally, on January 25, we extended a further compromise by suggesting a shared cost for changing the windows, even though it was not specified in the contract.

  Unfortunately, these proposals were declined, and instead, threats of negative online reviews were made.

  Despite it not being a contractual obligation, we made additional offers in an attempt to find a resolution and ensure customer satisfaction.

  Given the circumstances, we suggested a Disparagement Agreement to prevent any negative impact on our reputation.

  It is important to note that despite our efforts to find a resolution, several negative reviews have already been posted online, defaming us and suggesting that individuals within our company are perceived as unprofessional, liars, and greedy. We believe in the transparency of our operations, and our commitment to customer satisfaction remains unwavering.

• Initial Complaint

  05/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We asked about how the windows will operate in our bathroom and the sales rep said it will go and down and they installed the wrong ones and expected us to understand all the abbreviations on the invoice. The installers were concerned too and now we have no privacy issues when we use the toilet and shower in all our bathrooms. The sales rep is not responding and the administration is threatening us with a letter that they wont fix it unless we sign a letter that we wont post any negative reviews about our experience with them and that we cant make any future warranty claims moving forward.

  

  Business response

  20/02/2024

  Our records indicate that the initial consultation took place on August 9, 2023. The signed contract, dated November 8, was a result of thorough discussions about product options, and the terms were carefully reviewed and acknowledged by ******** (attached). Importantly, the contract explicitly specifies clear glass, with no mention of frosted glass or hung windows.
  
  At the conclusion of each installation, we provide our customers with the "Customer Satisfaction Report", where they have the opportunity to express any concerns or dissatisfaction. The report dated December 20 provided positive responses to key questions such as: 'Are the windows and/or doors to your satisfaction?' and 'Operation of all windows and doors was explained and shown?' Both questions received affirmative responses, demonstrating overall satisfaction with the completed work (attached).
  
  Upon learning of the privacy concerns related to bathroom windows, we promptly offered solutions in an effort to address the issue and ensure customer satisfaction. On January 18, we proposed replacing the bathroom glass units with frosted glass at no cost to the customer. Additionally, on January 25, we extended a further compromise by suggesting a shared cost for changing the windows, even though it was not specified in the contract.
  
  Unfortunately, these proposals were declined, and instead, threats of negative online reviews were made.
  
  Despite it not being a contractual obligation, we made additional offers in an attempt to find a resolution and ensure customer satisfaction.
  
  Given the circumstances, we suggested a Disparagement Agreement to prevent any negative impact on our reputation.
  
  It is important to note that despite our efforts to find a resolution, several negative reviews have already been posted online, defaming us and suggesting that individuals within our company are perceived as unprofessional, liars, and greedy. We believe in the transparency of our operations, and our commitment to customer satisfaction remains unwavering.

  Customer response

  20/02/2024

   
  Complaint: 21240242
  
  I am rejecting this response because: We never said the company was liars and greedy.  you failed to mentioned you closed the letter early without ** allowing us to sign it. There is a lot of false information here and failed to mention you are not responding to any emails or test messages from admin and the sales rep 
  
  Sincerely,
  
  ***************************

  

  Business response

  01/03/2024

  Our reference to allegations of dishonesty and greediness was in direct correlation to the complaint sent by ****** to BBB, where such accusations were made against our company. We have attached the message for your reference.
  In any case,we have engaged in discussions with ******** and have come to a mutually agreement where both parties are in concurrence. We are committed to proceeding with our agreed-upon tasks, and we trust that ******** and ****** will do the same.

• Initial Complaint

  30/06/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We have used Canadian Choice Window for our windows and doors installation, and understand that there is a waiting period. However, after the installation, there are still missing items and we have be delayed after that. Even on the installed items, the quality is really bad and some windows are very hard to open for an adult. If anything is to happen my child will not be able to open it. And we have tried to contact them ever since but the responses have been either really rude or no response. We are running out of options and would like to seek help.

  

  Business response

  14/07/2023

  I would like to inform you that we already installed 2 missing windows and booked installation for Patio door and frame of windows. 
  
  Installation date is 24th July, 2023.
  
  We have delivery of Patio door from Europe and we will have it in Vancouver 21st July.
  
  The customer ******************* confirmed installation date.
  
  Thank you.
  

  
  

• Initial Complaint

  30/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We called for a quote, ******* showed up, sent us a quote for windows we did not want, after a conversation he sent us the correct quote and we agreed on the job. After delays and no communications whatsoever we receive a call that the installers will come and install all the windows and 2 doors. Installers show up to do the job and tell us that 4 windows are missing and 2 doors are missing as they never showed up. We were not told this information until the installers showed up, after further delays, the windows and doors finally show up. 4 of the windows installed were wrong and not the design we wanted, 2 doors installed are not white, the colour is more a yellowish off-white, we wanted white. We let ******* know the windows were wrong and he told us we can either have the windows replaced or receive a discount, after not wanting to give us discount we requested ******* told us theyll replace the windows. We said we want the whole window and frame replaced, ******* said no theyll only replace the glass. We did not receive what we wanted and do not feel comfortable only having the glass changed. Also ******* refused to give us the senior discount that we were entitled to. On top of that, ******* kept no contact with us, we had to find out about missing windows and delays though the installers. We want the windows we ordered and paid for, we want the whole frame changed and wed like the senior discount that we were told were entitled to. The installers were easy to deal with and did an excellent job. Our dissatisfaction is gave us a quote for something we didnt discuss never kept us updated with delays Refused to give us the senior discount Never told us windows were missing Ordered the wrong windows The doors are not the same colour as the windows Doesnt want to replace the windows that were ordered and installed wrong (we want the whole glass and frame replaced, we do not want them to cut the glass and so on)

  

  Business response

  12/04/2023

  Dear Client,
  We apologize for any dissatisfaction regarding the project or dealings you have had with Canadian Choice Windows & Doors. Although this is the case we have done everything and tried resolving every issue to the best of our ability.
  Issue #1 : The doors are not white.
  The doors we installed are white, and not a yellowish off-white. Our doors do not have a different tint of white and are all the same standard white color. It is the same color door we have in our showroom, we show in our catelogues, and we advertise online.
  
  Issue #2 : The Windows
  Yes, the design on the glass units that the client received on their windows was incorrect.This was something that was brought to our attention a few months later by the client and not mentioned in their original satisfaction report upon completion of their project. Regardless, we were ready to either replace the glass or give the client a discount to rectify the issue. The client did not want any discount, so as such we proceeded as we always do in this situation and reordered the glass.
  The reason we refuse to replace the whole window is because there is no issue with the rest of the window, **************. When there is only an issue with the glass,we replace solely the glass just like any other company in this industry.
  If the client would like we are happy to reinstall the glass but we will not be providing a whole new window as that is not necessary.
  
  Issue #3 :Lack of communication/seniors discount
  Regarding the lack of communication, I am sorry if you felt this way. We have spoken to our representative ******* and as per himself he had been in regular communication with you regarding the project. Regardless, we apologize and have asked him to try and improve in this aspect with clients.
  The senior discount was something ******* had discussed with the client, but the client & ******* both decided it was wise monetarily to use our 50% off installation discount as it was greater (You can only pick one or the other discounts). Moreover the seniors discount was not discussed prior to signing of the contract but rather after. As such we were not able to provide a further discount after the signing of said contract.
  
  Once again we apologize for any inconvenience and hope the client decides to agree to get their glass replaced as it is our only solution for them at this time. 

  Customer response

  12/04/2023

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

   

  #1 the doors are not the same white colour as the windows, they do have a off white look to them 

   

  #2 this issue wasnt brought up couple months ago also we were told we couldnt receive any discount on the wrong windows which is why we asked for new windows. This wasnt a small mistake, the windows were not the design that we paid for, and we would like the whole windows to be replaced, or a discount that is fair.
  

  #3 the communication was not satisfactory, as mentioned, when the installers came they let us know windows and doors were missing, we had to take time off work multiple times, as we wouldve liked the job to be done all at once. Instead we had to chase our sales rep to figure out what was going on. 
  

  the installers were amazing and did a phenomenal job on installing the windows. However the sales rep communication to us was not great, and we want the issue of wrong windows dealt with. Bottom line is, we paid money for windows that we did not receive. 
  
  Sincerely,
  
  *********************************

  

  Business response

  24/04/2023

  Tell us whDear Client,
  
  You purchased White ***** Doors from Canadian Choice Windows & Doors and this is what you received.
  
  We believe complaint #1 to be closed.
  
  
  
  If you would like your glass replaced please let us know as it is ************** that needs to be replaced. This is a standard practice in our industry. We are no longer able to extend a discount as the glass is already made, and in Vancouver ready for install. Once again we will not be replacing your whole window.
  
  Glass replacement is completely normal and does not jeopardize or damage the windows quality in anyway.
  
  If you do not want us to proceed with the glass replacement we consider matter #2 to be closed.
  
  
  
  Lastly,
  
  once again we apologize for any lack of communication, but that is all we may be able to provide in regard to this complaint. y here...

*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. ↩