ComplaintsforBquiet Soundproof Windows- Soundproof Canada Ltd.

• Initial Complaint

  24/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have purchased a soundproof window from Bquiet Soundproof Windows- Soundproof Canada Ltd. Address of head office: ** ***** Road, Etobicoke, ON *** *** Phone: ###-###-#### This is the website: www.******.ca The persons who we were dealing with: Anthony G. and Mike M., email: ****@******.ca Here is what was going on: We ordered this window from this company for our new home. My installer put in the window about 7 months ago. The window turned out to be defective as there is visible fog/condensation between the window panes. I sent photos to this company requesting a replacement. They replied that they only will replace the glass (which apparently is now ready). I requested that they come to replace the glass panes at my house as we are seniors and can't perform this type of work. They refused saying that we have to drive to their location (which is 2.5 hrs one way) to pick up the window glass and install it ourselves... This is unacceptable in our opinion as it is their product which is defective and we have no knowledge on how to do this type of work. We repeatedly asked them to ship the window glass to our house and we will hire an installer to do it. We emailed them a quote from our installer and asked them to cover this cost. They again refused and insisted that we drive to their location to pick it up and install the window ourselves and at our own cost. We strongly believe that a company who sells a defective product (the window was over $2,300) should be obligated to make it right for their customer.

  Business response

  13/12/2022

  We have tried and are still trying to help this customer. The window was sold supply only to be pick up by the customer. It was in perfect condition when he picked it up. He had it installed by his own people. We don't know how it was transported or installed. Months later, he contacted us to report the window had seal failure. We offered to supply him a new sealed unit free of charge as per our warranty. The new unit is ready for him to pick it up.  This is a standard warranty in our industry.

  Note: My correct email is ****@******.ca 

  Customer response

  15/12/2022

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

  This business sold a defective product and is trying to imply that the window may have been damaged in transport or incorrectly handled/installed. This is absolutely not acceptable. When a company sells a product they usually stand behind it and attempt to help the customer. All they did was brush us off and hide behind some "company policy". Anthony said over the phone that he wanted us to get a quote for installation of the replacement glass. We sent the quote to Anthony by e-mail. But of course never got any response..  We spent time and effort to have someone come for the quote, only to be ignored again ! 

  **** ******* ** ************** ** *** ** ******. Mike and Anthony know that we are seniors and are certainly not in a position to do this work ourselves.

  But that is obviously not important, as they have our money and no longer feel the need to be of any assistance other than saying: come pick up this glass and go home...

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

  Business response

  20/12/2022

  Our company is in fact standing behind our product and offering to help our customer by offering a replacement part just as any reputable retailer should.  The customer’s request for us to pay his installation is unreasonable and not common practice in any retail industry. For example, if you purchase a faucet and it develops a leak, the manufacture only supplies the replacement part, it does not pay you for a plumber to replace it.  Likewise if you purchase a light fixture that shorts out, the retailer will offer to replace the part, it does not pay for an electrician to come to your home and install it.  Etc. Etc.
  We replied several times to the customer’s emails but he didn’t like our answers or explanation and repeatedly kept demanding we compensate him for the installation.
  We are still offering to supply Mr. ******** a replacement sealed unit which is ready to be picked up.

  Customer response

  21/12/2022

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

  It is evident that this company is not willing to make efforts to accommodate their customer when it may cost them a little of their profit... They simply brushed me off by saying to come and pick up the glass and do whatever I want with it, regardless if it costs ME extra money to have it installed..What kind of a "customer service" is that?? They never mentioned that they told me to get an estimate for installation and then didn't even bother to reply to my e-mail regarding the installation estimate... That shows exactly how they run their business!  They actually should compensate me additionally for making me run around and get an estimate, only to shamelessly ignoring my messages and wasting my time and effort to have someone come to give an estimate!! 

  What an outfit this is... shocking.  I am not going to continue to respond to their nonsense replies, this conversation or whatever it was supposed to be, is over. It is a shame that there still are companies out there that act like this. Any replies from this company will no longer be responded to as it is a total waste of time!
  
  Sincerely,
  
  **** ********

  Business response

  29/12/2022

  I'm sorry you feel this way Mr. ********.  We did our best to try and help you.  Your replacement units are ready.  Please let us know if you want them.

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