ComplaintsforGreen Brand Inc.

• Initial Complaint

  02/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I would like to bring to your kind attention that we had our window upgrade completed by Green Brand Windows and Doors on June 19th 2024 and are quite unhappy about the overall service. Once the installation was done we were rushed for payment in spite of the defects and inappropriate windows that we had pointed out. Hence we had to hold back a portion of the payment as we were unsatisfied. ** ***** ** ******** ****** ** ***** ***** ** *** ***** ** ****** ***** ******* *** *** ** **** ****** ** ******** ** **** ** *** ** ******** **** ***** *** ******* *** ** **** ***** *****  A couple of the windows had defects (which now Green Brand has confirmed they will communicate for the manufacturer warranty and get resolved) and few others did not match the description as per contract. We would require your help and assistance in getting us the accurate windows as per signed contract ***********  To be more precise, 4 windows do not match the description as per contract. The NR CAN mentioned on the contract does not match with the windows installed. Details below: Window #**** (Foyer)- (1 window) The installed window does not match the specifications on the contract. As per the contract, ER rating was 47 and U-Factor was 0.85 but the window installed has an ER rating of 46 and the U-Factor is 1.14. This affects the overall efficiency of the window. Window #**** & **** (Basement) - (3 windows) The installed windows do not match the specifications on the contract. As per the contract, ER rating was 40 and U-Factor was 1.08 which would qualify us for a rebate of $*** but the window installed now has an ER rating of 34 and the U-Factor of 1.48 which only qualifies for a rebate of $**** The overall efficiency of the window is also compromised here. We had questioned this discrepancy prior installation but no response was provided. *** **** **** ****** ** ****** **** *** ******** ** ** ***** **** ***** ***** *** *** ****** ** *** *** *** ***** **** *** ******** ***** ** *******. What we want is the window to be installed as specified in the contract and our intention is not to drag this any forward. ****** ** *** ******* ** ***** ** ********* ******** ******** ****** 

  

  Business response

  22/07/2024

  Please let me start by saying the installation went beautifully. Our installers were sure that all windows were installed with the utmost care and attention to detail. There was a manufacturing defects with one window (cracked pane of glass) this was done in transport and has been reordered and will be replaced with no issue. Our installers also replaced rotted framing on 3 window sills at no extra charge. My installers did a full walk through on site after install with the homeowner after install and were told by the homeowners they were very pleased with the installation and product. This is where our installers asked for payment with a portion held back for the defect and were in no way pushy about this. Just simply doing their job. This where the Customer now suddenly had complaints about NRCan reference numbers one 4 of the windows. 

  The NRCan numbers did not match the window labels on the contract due to a mistake by our office admin staff. Up to this point all windows had the correct NRCan numbers on the quotes that were sent this is when the customer told Green Brand they were happy with the quotes and NRCan numbers as well and all other info given and were ready to proceed. I assume they had more reason to choose Green Brand then some NRCan numbers. I don't believe this was the sole reason they went with Green Brand. That would have been unlikely with the amount of questions they asked in the quoting process. After the quoting process and accepting our proposal the customer asked Melyssa to add the NRCan numbers to the contract, something we don't need to do or have done for other customers but we did for this customer.  When Melyssa added these numbers she inputted the wrong numbers for the small basement windows and one foyer window. After the install and the walk through the customer immediately told me he would not pay us because of these numbers do not match the window labels to contract. I found it strange that he didn't ask about this prior to sending the signed contract considering he was very concerned about these during the quote process so I would have assumed he would have questioned me on this. He did not until the windows were installed. 
  The customer's response to this was to remove 4 windows and replace them with new windows at Green Brands cost and that was all there was to it. We explained that the windows themselves are correct as in what was ordered and installed was the correct window and nothing would change by reordering. They got what they were quoted and what they were supposed to get but the office staff made an error one the contract. Green Brand offered a refund for the mistake but would not be willing to replace windows for windows that would be no change. This would be a waste of product only to install the same window with the same specs. So essentially what they want as a resolution is Green Brand to produce a window that doesn't exist or can be produced, even though the windows quoted and the specs on the windows never changed from the quote to the order, the only change was an NRCan reference number.

  In our opinion the fair thing is to accept our refund for the honest mistake *** ** ******* ******* **** **** **** ** ****** ** **** ***** **** *** ******** ** ***** ********* *** * *** *** ******** *** **** *** *** ** ****** *** ********* 

  I really think that making it out as if the whole experience was terrible over a technicality is outrageous *** * **** ** *** *** * *********** ****** ** *** ***** ******** 

  
  

  Customer response

  01/08/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and even though this response is unsatisfactory to me I am still going ahead and accepting it as I do not want to go about in circles.

  ** **** ****** ** ***** *** ******* ** **** ***** **** *** **** ************** ** **** ******** *** ******* *** *** ***** ******** *** ******* ***** *** *** * *** ****** ****** ******** *** *** **** *** ** ******** *** *** ***** ******** *** ******* ******* *** **** ******* ** *** ***** ** *** **** ** ******** ****** **** ***** ** ********* ****** ****** ******

  As a client my only expectation was that Green Brand would install the quoted windows. Upon notifying Mr. ****** about the discrepancies even before the installation, I was told that these were errors caused due to incorrect stickers and these will be changed. But on the following day when we asked for the correct labels after installation that is when they came back saying those were the right ones. If only I had known this earlier I would have not let them install the new windows in the first place. *******

  We ** denied a portion of the payment due to obvious reasons, **** **** **** ****** ** *** * **** ** ****** *******. **** **** **** *** ***** *** **** **** ** ** ****** ** **** ****** **** ***** **** **** *** *** *** *** ******* ***** ** ***** ******** **** * *********  *******

  Our only reason to go ahead and upgrade was to receive high energy efficient windows but we didn't get those.

  ****** *** *** ******* *********** ****** *******

  Sincerely,
  
  Amaljith ******

• Initial Complaint

  04/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased new windows from Green Brand. The installation quality was rushed , and one window is wobbly . Caulking has gaps that was promised to be fixed and hasn't been. Stucco repairs were supposed to be touched up and haven't been . The wobbly window I haven't received any information from green brand how and when it will be fixed or replaced. I can't get any reply to my emails to Green Brand asking for a plan how these things will be corrected. I paid in full at time of installation so they have my money . * *** ******* *** ******** ** ******** **** *** ******** * 

  

  Business response

  16/11/2022

   

  Green Brand installed July 4. There were three windows on the main floor of the home and we had two installers on site that day. Windows took us approximately three to three and half hours to install. I don't feel this was rushed. I'm unsure if Mr **** knows for certain how long a window install should take but this is a reasonable install time for three straight forward windows to be installed. The lead installer on site that day walked through after completing install and Mr. **** said he was happy and wrote a cheque for the full amount. Mr. **** made complaints to Green Brand about the issues he had on July 4th at 11:29pm by email and the owner Anders responded on July 5th at 7:22am. Anders was out to see him that day and look at the issues. 
  Anders looked at some minor clean up and filled two nail holes in the casing that were missed, looked at an exterior caulking issue as well as the "wobbly window".
  

  Interior Claims from Mr. ****.

  The clean up was due to a large bed in a small room. Mr **** did not remove the bed back from the work area as requested prior days prior to install. This would have been hard to move given the size of the room and size of the bed so our option was to work around it. Some debris did fall behind the headboard and was not cleaned. Patrick and crew did cover the bed with a drop sheet and cleaned up all they could see but may have not noticed the debris behind the bed. I offered to clean it and Mr. **** insisted he would take care of it. After we talked about the clean up and nail holes we looked at the wobbly window. When opening the window there was a very slight movement or wobble when opening it and stopping abruptly. I have noticed this in the past but really have never seen an issue with this or had any problems with it. Anders spoke at length with a ******** representative and showed him a video that was taken on site of the wobbly window. Anders was told this was normal and there is no issue and if there is an issue there would be a warranty claim at that time. Anders passed this message on to Mr ****, and felt confident this matter was taken care of. It was not as Mr **** phoned ******** to complain about the window. Anders and Jeff then scheduled time Mr. **** to see the window together again was deemed a non issue and once again Mr. **** said he was happy.
  

  Exterior Claims From Mr. ****

  Caulking can shrink and when it does we touch these up, as we did for Mr. ****. We use a top grade caulking. but these things can still happen. Anders had a crew member out to touch up the caulking July 15th. Mr. **** had some issues with the stucco that came loose during install. This was very minor damage to the top coat and unfortunately stucco can come loose when removing a 30 plus year old window. Anders still at his cost had his stucco repair tech Marc out to repair this Aug 26th. This was the soonest Anders could have hime booked in. When Marc assessed the issues on site he called Anders immediately and asked "what am I repairing? I see no issues" Anders replied "please just do your best to repair what Mr. **** has an issues with I know Its minor but I just want to make the customer happy" Marc said he did what was asked and Mr. **** was happy. To be clear Marc has done numerous patches big and small over the years and Ive never once had an unhappy customer. 
  

  In closing I believe Green Brand and team have done all they can to make Mr. **** happy. ** **** *** **** ** *** ***** ******** ** *** ********* ******* ***** ***** ******* *** *****

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