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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
26/08/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
Vancouver Glass installed new windows in my place and one of the windows has some damage in the vinyl on the sill. At the time the windows were installed the guy in charge of the installation took a photo and gave it to his supervisor who did not contact me and I have called, emailed and visited in person and Wayne has come to look at it but neither he nor the company thinks the 'damage' is of any consequence. They said they would contact the company about it as it is a manufacturing defect but they have never had a complaint about such things in all the years they have been in business. That does not take away from the fact that there is damage to the sill of the vinyl and it can be seen. For the cost of the window I did not expect to have a any damage to the interior frame.
Business response
20/09/2021
We have been in contact with the manufacturer of the window to address this. We have sent pictures of the flaw in the extrusion and have made sure the owner of the company has received them. We hope to hear back from him today or tomorrow. Once we know what can be can we talk to **** and arrive at a resolution.
Best Regards, Michael P*******
President, Vancouver Glass
Customer response
20/09/2021
I have had this response from Vancouver Glass before. I hope they are sincere and want to keep a good relationship
with the business and do not wish to disparage their service. Thank you
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,
**** *******Business response
08/10/2021
Hello ****
I have been in direct contact with the owner of the window manufacturing company. We had sent pictures of the damage to the window to one of the staff but they did not included in the e-mail that he had forwarded to him from the staff member. He has the picture of the damage now and seems happy to find a solution to the problem. I hope to hear from him today or beginning of the week after the holiday weekend.
Customer response
10/10/2021
Complaint: ********
I am rejecting this response because: I don't totally understand what was written and they have not solved the problem. It is attached below.
Sincerely,
**** *******Hello ****
I have been in direct contact with the owner of the window manufacturing company. We had sent pictures of the damage to the window to one of the staff but they did not included in the e-mail that he had forwarded to him from the staff member. He has the picture of the damage now and seems happy to find a solution to the problem. I hope to hear from him today or beginning of the week after the holiday weekend.Business response
25/10/2021
We have received a tube of vinyl repair from the manufacturer and will arrange with customer to come to facilitate repairs. if that is not satisfactory to the customer we will replace the frame
Best Regards, Michael P*******
Customer response
25/10/2021
Complaint: ********
I am rejecting this response because: They have only called and not come by to fix the problem. When they finally come by to fix the problem if it is done properly I will accept their response. Thanks.
Sincerely,
**** *******
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.