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:26/03/2023

  Type:Service or Repair 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.

  Originally called "Grace North Windows", they are now called "Great North Windows Business Address: *** ********** ** **** ** ************ ** *** *** ************  We are still dealing with ongoing service issues since we ordered our windows in 2021. Some windows were missing from the original quote which then led to additional costs and construction delays. Some windows were delivered without screens. All of our windows were delivered without the brick mold assembled beforehand which resulted in installation delays. Most windows have inadequate weatherstrip. We have experienced lengthy delays for service calls. Interior ice build-up (not moisture) and drafts on most of our windows during cold weather despite our humidity being carefully monitored according to the Ontario Building Code specifications. We have been waiting since January 12 for them to replace the weather strip on our windows and they continue to have excuses for the delay. They continue to make appointments to provide service but then cancel at the last minute. They continue to excuse our concerns instead of addressing them.

  Business Response

  Date: 14/04/2023

  Response to client complaint #19853873. Great North Windows & Doors (herein referred to as GNWD) has and is willing to provide documentation (mostly emails) supporting all of the items noted below.

  
  Please also note that GNWD changed their name as part of a rebranding strategy to align with their supplier ****** ******* *** ***** (product the client has issued their *** complaint on).

  
  Background – ****** ******* were purchased by the client through GNWD. The homeowners/clients were their own Project Manager. The site is located approximately 70km north of our showroom, remote to much of our business. The client contracted their own installation.

  
  Item #1 - "Some windows were missing from the original quote which then led to additional costs and construction delays"

  Response to Item #1 - GNWD acknowledges that two windows were missed in the original quote. The client reviewed and signed off on the quote, missing this detail as well. The windows were immediately ordered when the issue was discovered. GNWD received 36 windows and contacted the client on Nov.08 2021. Client did not request delivery until Jan.14, 2022. GNWD delivered the 36 of 38 total windows on Jan.20, 2022.

  
  Item #2 - "All of our windows were delivered without the brick mold assembled beforehand which resulted in installation delays"

  Response to Item #2 - The client reviewed and signed the quote details which clearly showed that all Brickmould was Shipped Loose for every window. The brickmold was shipped with the windows and required minor assembly. Installation was coordinated and contracted by the client.

  
  Item #3 - "Some windows were delivered without screens"

  Response to Item#3 - All screens were delivered with the windows on January 20, 2022.

  
  Item #4 - "Most windows have inadequate weatherstrip. We have experienced lengthy delays for service calls. Interior ice build-up (not moisture) and drafts on most of our windows during cold weather despite our humidity being carefully monitored according to the Ontario Building Code specifications. We have been waiting since January 12 for them to replace the weather strip on our windows and they continue to have excuses for the delay"

  Response to Item #4 - Client contacted GNWD on Jan.12, 2023 claiming that one window was cold and service call was scheduled for Jan.18, 2023. Client then asked for this service call to be delayed. Client contacted on Feb.03, 2023 when temperatures reached -37 degrees Celsius. They experienced interior frost buildup blaming it on air leakage and inadequate weather strip. The client also emailed that their interior humidity was at 40% which GNWD noted was too high in those extreme temperatures.

  
  Please note, GNWD had a ****** ******* Service Technician review operation and weather strip on the week of Sep.05, 2022. The technician made some minor adjustments and indicated any minor wrinkles would likely not affect performance. He explained the break in period with the clients for weather strip to begin easier movement.

  
  GNWD visited on Feb.24, 2023 (during the next cold snap). During the visit, the client had insisted that all weather strip needed to be changed. GNWD recommended to ****** that all weather strip should be replaced to satisfy the client. As a courtesy, ****** agreed to order the replacement and schedule a return to the site once received. ****** confirmed the all weather strip was received on Apr.06, 2023.

  
  On Apr.12, 2023 GNWD and ****** returned to the site and reviewed all issues in detail with the client. It was agreed that not all weather strip was to be changed. ****** found no performance issues with the windows but some dust covers were missing/damaged which were replaced on site. GNWD left several pieces of weather strip with the clients as a courtesy.

  
  Item #5 - "they continue to have excuses for the delay. They continue to make appointments to provide service but then cancel at the last minute. They continue to excuse our concerns instead of addressing them"

  Response to Item #5 - GNWD can demonstrate that client’s received personal follow ups within hours of submitting service requests. Visits to the site (70km away) took place within a week of receiving parts. The client frequently thanked GNWD for their quick responses. Most requests were related to general operation, care and maintenance.