Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:06/05/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We bought a house lot of windows in 2010. 31 windows, some quite large. Most of the seals are now faulty and the windows are now cloudy. The company recognizes that the seals they used during this period were faulty. I have tried contacting them by phone and email, they never reply. I realize there is a one year warranty on the glass and if it was one window no problem. But when a company used faulty material should they not be liable to at least have a discussion with the client. I was happy to use a Maritime company but now I wish I had went elsewhere. I have the receipts for the windows at home but I am currently out of the country till later this month.

  Business Response

  Date: 06/05/2024

  Our apologies to ***** *******, I am the contact for the **** ******** *hich include the 2010 Customers.  I have gone thru all messages and emails and I have nothing from *****.  I will also speak with my colleagues to see if they received any communication from him.  With our Service Department we try  very hard to respond within 2 business days to all calls and emails.  I will contact ***** today and leave a voicemail if he is not available and I will also email him to start the process of helping him with his thermals.  I have his history on file and I have already opened a Service Request for him, SR 50243.

  Yours truly,

  ***** *******                                                                                                                                                                                                                                                                                  Service Coordinator

   

• Initial Complaint

  Date:08/03/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We moved into our house (build in 2011) in 2020. We noticed that some of the windowpanes (5 windows) were foggy. In the fall of 2022, I contacted Global Window (the supplier of the windows). I talked to ******* ****. I was told that the window was not covered under warranty, because the fogging issues was not a seal issue, rather a chemical reaction in the window. ******* then said that they could sell me replacement window at cost. I received a quote and I decided to hold on to proceed with the job because the time was not right for us. Finally, early this year I decided to proceed with the job and tried to contact ******* **** via phone and email several times right after new year’s. I received no answers. Thinking ******* might have moved on I contacted the company directly via phone and through the website. In both cases my request has been ignored and no one has tried to contact me. I am frustrated with this company lack of customer service and standing behind their product. The excuse that the problem is a chemical issue is still a manufacturing fault and should be under warranty. ****ver, I was not going to nickel and dime with them and accepted the 50% discount on the windowpanes back in 2022. I am still willing to work with the company after all a 50% rebate is better than nothing. (Attached quote)

  Customer Answer

  Date: 08/03/2024

  The only thing I have is the quote since I am the second owner of the house. The company is acknowledge the warranty by offering me the 50% discount. ****ver they no longer communicate with me. 

  Business Response

  Date: 12/03/2024

  I will contact this customer today and send him a revised quote.  I am not sure why he had difficulty reaching Tony but I will call and email him today.

  Thank you,

  ***** ******

   

• Initial Complaint

  Date:01/10/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  New home built with global windows. Installed by builder of home as far as I know. I moved into home 2019 March. Complained to builder about doors. No resolution. The one year builder warranty expired. 7 year warranty on doors and windows still in effect. Past winter impossible to open back door. Completely warped in cold. Side door I gave up trying to use. Not sure if it is problem. Contacted global june 2022. Someone came to inspect it in august 2022. Since then I have called ****** ********* at Global 3 times without response. He was responding before someone came to look at door. Since then complete silence. Winter is coming and door becoming big issue again.

• Initial Complaint

  Date:17/08/2022

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased 6 large windows from Ultimate Door and Window in Saint John in May 2010 and had them installed in our sunroom. These windows were manufactured by Global windows and came with a lifetime warranty. Recently one of the windows began to form a cloudy haze between the double panes. I know that this indicates a broken seal in the window. I called Ultimate door and Window twice in the last few weeks and , after looking up the record of my purchase they stated that they would contact the manufacturer about replacing the window under warranty. On Aug 16, 2022, Anthony Howe from Global Windows contacted me by telephone and requested a serial number off the window and a picture of the problem. At this time he said that, although a failed seal would be covered under warranty, there was a problem with these windows arising from a chemical reaction between the spacer and the glass that would not be covered. I asked how this could be determined from a picture and suggested that they might send someone out to look at it.. He said that this would incur a service fee. As this room is filled with light I had difficulty getting a picture and had to send one that was not very clear. Sent the information and picture to him this morning and immediately heard back that the fogging was not a seal problem but a NOVY (spacer) problem and would not be covered under warranty They are offering to subsidize half the cost of the glass but not labour charges. It will still cost $262.84 to have a window repaired which was supposed to have a lifetime warranty. He sent pictures of what a broken seal would look like that indicated large amounts of moisture between the panes. I know from my own research and having seen other windows with broken seals that, depending on outside and inside temperatures, sometimes only a cloudiness or haziness appears. I feel that the company is using this Novy explanation as an excuse not to honor their warranty.