ComplaintsforPollard Windows & Doors

• Initial Complaint

  01/03/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We moved in to our new house on August 2012, our home was build by ***** ******** in ******-ON. Our house has 25 years of warranty for windows with pollard Windows company. We have attempted several times since May 2022, to have some of our window glasses change due to broken ceiling of glasses/or the quality of glasses are not good probably. Last year in May 2022, we had Pollard window staff attending our house to measure our glasses to be ordered and replaced since we had warranty. But after few weeks the Pollard company manager refused to change the glasses and reported our house only had 10years warranty and Not 25yrs. When we asked the company to provide our file or documentations to proof when our warranty doc. with their company to be provided to us, their staff **** *********** refused to do so. **** reported they only can provide the records of our house warrant to the builder "***** ******** ***". We have communicated several times via email and phone calls but Pollard windows refuses to provide documentations to us since. We also contacted ***** ******** company in ****** to obtain our file and their manager said they do not keep any documentation for our home and since we are the owner of *** ******* ***** in ******, then pollard windows company Must provide all records for warranty to the owner only and Not to ***** ********. We have proof of emails communicated with Pollard windows company and left several messages via phone, but not successful to access our records. We are sure when we bought our home we were told by ****** ******** Representative that our window glasses are covered for 25years of warranty. We need help to access our records for our home with Pollard windows. In addition they provide new window glasses for our windows as soon as possible because we know we have 25 years of warranty, but this company is trying not to deliver services to us. ***** ***** *** ******** *************

  Business response

  08/03/2023

  Sorry for your experience. ****** *** the Pollard Warranty that was in effective from 2004-2008.

  Your home was built in 2007 with windows that required special order glass with two faces of Solarban 60, manufactured by an independent supplier. Our warranty clearly states glass manufactured by an independent supplier has a 10 year warranty, see the bottom of page 4 of our warranty document ******** ****.

  I understand we had provided you with a quote for the glass replacement last year, which has since expired. If you are interested in proceeding with the repair, I can see that no cost increases will be applied to your quote an if any further discounts can be applied to your service. Please advise us at ************@**************.com.

  Customer response

  15/03/2023

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

  As I wrote in my initial complaint application, ***** ***** *** ******** ************* are the owners of *** ******* ***** in ******-ON, we need to access and have a copy of our warranty documents with respect to our house windows with Polard company (File disclosures) which Polard  has company has refused to provide to us and their reason is that the builder has only the right to have access to our home warranty or any documents about our house in their system. But we did contact the builder (****** *********) and they said Polard window must provide the documents about our home warranty directly to the owner of *** ******* ***** in ****** and ****** *********/builder is Not responsible  and Polard window company must provide the documents for our window warranty directly to the homeowner. * ****** ******* ***** **** ** * *** ** ******* ********* **** ****** ****** ******* *** ****** *** ** *** ****** *** ******  ******** ****** ** **** ** ** ****** *** ******** *** ***** ***** *** **** **** ****** *******.
  
  Sincerely,
  
  ***** *****

  Business response

  23/03/2023

  Unfortunately, we cannot provide you with the original order document for customer confidentiality reasons. We would require written permission from the builder customer to disclose any information. We recommend you contact ***** ******** to obtain the original order information. The warranty ** ******** previously is accurate for the products we provided for the construction of your home at the time of installation by your Builder. The specialty glass specified in the service quotation is a direct replacement for the glass specified on the original order. Please contact us if you would like to proceed with the work.

  Customer response

  03/04/2023

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

  maa I mentioned in my previous and initial form. ****** ********* advices us that the Polard company is responsible to provide warrant document for our home to us the home owners and since ***** ***** and ******** ************* are the owner of the home on *** ******* ***** we must have access to our file. Polard windows company Must provide the documents to us as soon as possible. 

  Sincerely,
  
  ***** *****

  Business response

  19/04/2023

  As stated previously, we require written permission from the builder (****** ********) to disclose any information. Our records indicate you are no longer under warranty.

  Customer response

  26/04/2023

  
  Complaint: ********
  
  I am rejecting this response because: WE are the owner of the house at *** ******* ***** and ****** ******** has already told us they are not involved and Pollard Company Must provide the warranty or any documents with respect to our home to us the owners of the home. 
  
  Sincerely,
  
  ***** ***** and ******** ************* 

• Initial Complaint

  14/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a full and complete set of doors and windows for new home construction, including the maid door entrance. Windows and doors arrived in two different deliveries. First delivery was packaged, wrapped, and protected. Second shipment came without any protection. We installed the windows and doors. After installing the main door entrance, it would not close properly, misaligned, hinges are loose, and it would not close properly. We contacted the sales person, he met with the directors at the head office and agreed to replace the door completely at no cost. We have been waiting for the new door for six months. After several attempts contacting the company, we always get the same response (waiting or some parts) after six months of waiting, now Pollard is asking for $2,088.35 + HST. We declined to pay the extra money and asked Pollard to either fulfill their commitment to replace the main door, or service and fix the current installed door which is still under warranty. As usual, we are not getting any response from Pollard on any direction, and what the next step is… not to mention, still missing some window screens which we paid but did not receive. Pollard is not giving us any response neither direction on what they are planning to do. I am asking Pollard to stand behind their products quality, and promises, and provide the warranty they promised us when we made the purchase.. and we are asking them to at least answer our phone calls and reply to our emails.

  Business response

  25/11/2022

  Hi *****,

  We are sorry for your experience and for the delays in getting back to you. **** will be in contact with you to resolve the issue and to complete the repair.

  Best regards.

  Customer response

  02/12/2022

  
  Complaint: 18394556
  

  the office referred me to discuss the matter with **** (Sales person) which he agreed to conduct the service and replace the main door.

  however, **** is not getting any response from the service department at the head office to commit to a date to conduct the service. 

  the service department is holding this matter to be resolved, 

  at this point, I have been promised to resolve this matter several times, and no action at this point.

   

  Sincerely,
  

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

  Business response

  19/12/2022

  Hi *****,

  Unfortunately, your service has been delayed due to the labour shortage. We are in the process of finding installers to that will perform the work at your location. We want to expedite the service as quickly as possible and hope to secure a team very soon.

  Customer response

  23/12/2022

  
  Complaint: 18394556
  
  I am rejecting this response because:

  after several attempts to call for service due to exiting air leak, today, your products and its quality was put under the test and failed significantly.

  all slide doors and two kitchen windows were leaking actual snow to inside the house. I mean actual snow, (see attached pictures)

  not to mention, other windows were leaking air. 

  due to the mentioned defects and in your products quality, we experienced hard time to maintain a warm temperature in the house. two heating units were working around the clock and were not able to keep the house warm.

  we are really seeking some prompt action ASAP to resolve this issue, and we are expecting Pollard stand behind their quality and service.

  we cannot wait to until Mid January to find some labor to have theses issues fixed.

  we believe that pollard have a decent number of labor individuals to conduct service call..

  please have your service crew over ASAP to fix the leak .

  *** ******** ******** *** ******.

  Sincerely,
  
  ***** *******

  Business response

  09/01/2023

  Sorry *****,

  Our office and plant was closed on December 23rd when you contacted us via email. 

  We will inspect your sliding doors and windows that experienced air infiltration under the extraordinary winds during the recent storm. Our Service Dept has been informed and they will address it when they are scheduled to complete other services at your home.

  Your Customer Service Rep will follow up with you with timing, if not already done so.

  Thank you.

• Initial Complaint

  11/03/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Windows and doors at our new house were installed by Pollard Windows. During the years we have noticed that many of the windows are fogged and they were replaced. However now we have 18 more windows having the same problem. Tried to reach Marco at the Pollard windows several times on phone and email with no response. The glass on these windows need to be replaced.To have that many windows foggy with water condensation there there must be manufacturing defect. I have never observed in my previous house.I am simply asking that Pollard to replace these windows.

  Business response

  23/08/2022

  Business Response /* (1000, 7, 2022/04/12) */ Our records indicate that on March 10, 2022 Marco had sent you your original order so that you can identify the detail lines of the products that have sealed glass failures. We were waiting for your response to proceed. Unfortunately, we no longer operate in the USA but we will honour our warranty by supplying replacement sealed glass units for the windows that have failed. Shipping costs will apply and installation will be your responsibility by hiring a local glazing company to perform the work. Please contact Marco with the info we need to proceed. Consumer Response /* (3000, 9, 2022/04/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) As indicated on the response by the business (Pollard Windows), we have so far received no response from the business. I tried calling them this morning Mr. Marco and his marketing manager and also sent them another email but no response. I have so far 17 windows that need to be replaced and will be happy to provide them with the details. Thanks for the help Business Response /* (4000, 11, 2022/04/14) */ Marco has connected with you to get your info. Please be patient with us, we do our best to get back to customers within 48 hours.

• Initial Complaint

  25/02/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  - I was advised by the company to be on site to receive delivery August 6th, 2022 - Equipment and resources were lined up to receive the windows and complete the installation. - Delivery never showed up - I was informed windows were not even in production yet - Could not get any clarification or support from Pollard - Windows showed up September 2nd without any notification Total losses due to misinformation by Pollard was $1394.27

  Business response

  01/03/2022

  We apologize for the delays with your order. Unfortunately, the ongoing supply chain and manpower issues due to the pandemic have extended our lead times. These issues are out of our control. The windows arrived to you without notice as our team was working in haste and would not get a chance to contact you. The invoices you provided related to the rental indicate the rental company was kind enough to waive any rental charges and just charged for the return of the equipment since it was only a few days into August. Therefore, no costs were incurred and require reimbursement.

  Business response

  08/03/2022

  Our position is unchanged. We have reviewed your claim. Sorry you disagree with our decision.

  Customer response

  09/03/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  The business did not propose a resolution. Their response makes it clear they are not interested in understanding the situation let alone accept responsibility for their error.
  
  They contacted me to inform me my windows were finally coming. They never showed up.

• Initial Complaint

  08/12/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  We ordered windows and doors from the company on July 6 2021 , and were told 8 to 12 weeks. When we reached the 10 week mark our new home was ready for windows, and was told they were in production but no delivery date by our salesman. This continued up until we escalated the issue with no return phone calls by anyone but the salesman who had no information. We we finally got to speak to someone and we're told we would get them on November 23 . We were expecting them, they call us at 12 noon and said we were not getting them. We had to pay for the order in full . We then contacted the nation sales manager who gave his word that by the 26 of November we would have a delivery date. He never got back to us. The salesman contacted us finally that our windows would come November 30. Only half of the order arrived. Our home is sitting empty with only half of our windows. We have no home to live in ! We have called emailed and spoke to a receptionist and the salesman who cannot give us any information and no one will call us back. This has been the most horrific experience of our lives. The total lack of respect, and decency is ridiculous. Please help. We need answers, our home will be ruined if we don't get our windows.

  Business response

  15/12/2021

  Business Response /* (1000, 5, 2021/12/10) */ We want apologize for the delays you have been experiencing. We are dealing with supply and labour shortage issues but are working hard to complete your order. Some of your backorders are manufactured and we are trying to get other items made so we can ship with one delivery next week. Again, we are sorry for the hold up and lack of information, we are doing our best to get accurate status to share. There is more coordinating involved with current issues brought on by the pandemic that are beyond our control. Sorry for the delays, we will get you your order as soon as possible. Consumer Response /* (2000, 7, 2021/12/14) */ (The consumer indicated he/she ACCEPTED the response from the business.) We accept this response , based on the fact we finally received a response from Pollard Windows. The basis of our complaint was the lack of communication from them. Being told someone was going to get back to us , and they never did made us feel very nervous as to if we were going to even receive the windows and doors we ordered and paid for. We actually got information about our order once we began the complaint with you and on social media. We have since received the majority of our order and hopeful that the remainder will be taken care of in a timely matter.

• Initial Complaint

  23/11/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The design problem we have with our windows and door is similar to other complaints on you site. The window condense moisture inside and due to the air gap all around the window pane cold air moves through the air gap and causes seal deterioration and condensation to form on the lower part of the windows and doors. We have paid for many windows to be replaced over the years and when we had enough I contacted the operations manager at Pollard windows and gave him my professional opinion of the cause of the failures. He agreed that the windows were failing as per my description and replaced several windows at no cost plus a door. Unfortunately one window was missed by the installation crew and is badly defective due to the location which is behind a set of drapes.

  Business response

  26/08/2022

  Business Response /* (1000, 6, 2021/11/23) */ Unfortunately, your product is from 2003 as is outside the warranty period. Our service rates are very competitive, if you are interested in having us do the repair. Consumer Response /* (3000, 8, 2021/11/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) The subject windows have a design flaw due to the lack of proper construction and this causes extreme cold to exist around the window pane .This causes condensation to form and deteriorates the seal on the outside of the window glass and the interior gas escapes and the condensation enters the interior of the glass . Warrant is not relevant in this case and was rectified earlier in the under takings by the manager of Pollard windows. The BBB has received similar complaints from other individuals already. Business Response /* (4000, 10, 2021/11/29) */ Mr. *****, We respect your opinion but your claims are unfounded. We do not have a design flaw in our products. Your windows are 18 years old and are out of warranty. We can provide service for the window in question and rest assured our rates are better than most glass repair companies. Consumer Response /* (4200, 12, 2021/12/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) The company has received many complaints from customers with similar problems but refuses to accept the design fault and will not accept the twenty year seal warranty claims of their product. If one looks on the internet it shows that the air gap around the window is to be caulked to prevent seal damages from cold weather and moisture problems. ***************************************************************************************************************************************************************************************************************************************************************************************************************. **** *****

• Initial Complaint

  10/11/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Purchased windows and.screens on April 14, 2021, signed contract paid 50% of.the invoice price. Was told 8-10 weeks.for delivery of.order at the time contract was signed. Business did not reach out to me.to advise of delays, rather waited for.me.to call them and.the they gave numerous excuses with no firm commitment on delivery date for months.. business requested and received the second and.final payment on August 15, 2021 only when salesman told.me.they had a.delivery date scheduled for my windows. The date was delayed several times until they were finally delivered in late September. Over 5 months later and with no screens. No warning was given by the sales.person or anyone else from the branch that the screens that were paid for in full were not going to be Iincluded in the delivery. Asked sales.person and branch several times where are my screens but no answers. Asked for a.refund for the screens value since they.did.not fulfill the contract but no answer. Sales.person told.me.on October 15th he had a discussion with sales manager who assured I'd be receiving screens the following week. No screens arrived. I asked.sales person for the service manager s name and number.but no response.

  Business response

  23/11/2021

  Business Response /* (1000, 5, 2021/11/11) */ We're sorry for your experience. Unfortunately, the pandemic has caused numerous delays from our suppliers. We are doing our best to catch up. We do have your screens ready and are trying to get them on a delivery truck to you asap.

*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. ↩