ComplaintsforCapital Comfort Windows & Doors Inc

• Initial Complaint

  23/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  We went into agreement with Capital Comfort Window & Doors last November to replace all our window and doors in my home. Apparently the order had been placed and we signed a contract for $20k in April 2022 prior to supposedly having the work done. April came along and they came to install some of our windows. At that time, they installed a new window with a broken glass in which they informed us they would return to replace. They were even going to leave the loose glass on the window after installation until I forcibly told them to remove it. That was the first red flag. On the same day of installation, they were suppose to install our new custom window until I refused because they tried to install one 2/3 the size. Red flag Number 2. As the weeks progressed, I contacted them to find out the status of the remaining order to no avail. After a couple of months, I received a call out of the Blue saying they were coming the following day to install the new front door. I was at work. First, it was the wrong model and they installed a half door with no glass (another intentional mistake) with broken mechanism which they repaired with duct tape to hold it in place (reg fags number 3,4 & 5). Upon my return home I noticed the folie and tried contacting them and that is when it went downhill. The games, excuses and broken promises began. I followed up with numerous emails after that starting on August 8 with nothing. They have completed only half the job with faulty and broken merchandise and we find ourselves in a financial jam to have the repaired or replaced. The costs are mounting. I am seeking financial recuperation for the cost of the remaining work that has to be done which will amount to near equal the price of the original contract.

• Initial Complaint

  13/11/2022

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  Payed a deposit for install of a door in May 2022 which I was assured would be installed in July 2022. Its now november and It still has not been installed and very little communication. I send emails with no response, and they don't answer the phone. I've been requesting for my deposit back several times yet no answer.

• Initial Complaint

  11/11/2022

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  June 8, 2022 ordered new windows and paid deposit of 497.29. We were told the installation could take place for the end of Summer. We then contacted them by phone the 1st week of August and left a message. We did not hear back from them. Contacted them by phone again the 2nd week of August and this time, the salesman ******* simply handed the phone to the ****** ******* *****. She informed us that there was a delay from the manufacturer and that the Windows would not be ready until the end of September. We contacted them again on September 8th to see if there was an update and spoke again to *****. She said she would contact the manufacturer to get an update and that she would call us back. We never heard back from her. We then contacted them back once again the first week of October by phone and spoke to ***** once again. This time we requested a refund and was told that it was too late that they had already ordered and paid the manufacturer. On October 6th we received an email explaining that the salesman ******* was no longer with the company as of August 15th and that all orders made up to August 22nd will be honoured. This has absolutely no bearing on our order since ours was done in June. On October 12 we received another email highlighting their issues with materials and production from the manufacturer and indicating that they would be contacting all customers by phone in the next few weeks to give time and dates and updates. We have still not hear back from them. During the first week of November we called once again and left a message, and were never contacted back. Finally during the 2nd week of November we called twice and left two messages and still no one has called us back with any information. At this point, we have lost all confidence in this company and are demanding a refund.

• Initial Complaint

  02/11/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Patio doors were ordered from the Capital Comfort Windows and Doors in June and a $500 deposit provided after two visits of their company reps (******* *** and the owner - ********** *********) - see attached Work Order completed by *********** Since then, delays to the order were attributed to the COVID situation and the lack of glass in the factory as a result. Communication was very sparse, via email only and no phone calls were answered. After 5 months, neither of the company emails function (website official contact nor from their manager - ***** *) - all get bounced back as undeliverable.

  Customer response

  24/11/2022

  
  

  Good morning,

   

  In accordance with your latest guidance, I would like to provide an update:

   

  **** ********* (owner, Capital Comfort Windows & Doors) finally responded and honoured to return the deposit, making sure to note that he did not have to do that in accordance with the contract he never provided. Although grateful that at least the deposit was returned, I have zero confidence in restarting any relationship with this company, given that **** disregarded the timing of the meet after setting it himself and despite knowing I have a newborn to look after. Lack of punctuality continued after he failed to show for an hour to his own office (place of agreed meet) and then called with another set of excuses after I left a follow-up email and many messages to him through his secretary "manager" along with a voicemail.  While waiting for **** at his office, there formed a line-up of two other of his customers with very similar issues (collected deposits with very overdue deliveries and no real estimates).  It appears that Capital Comfort Windows & Doors is not staffed properly to handle the amount of business they take on - collect deposits with false promises and drag out everyone's patience (very rude and dismissive secretary and office manager with no regard to the needs of the clients nor their point of view) before majority start discussing a mass small claims law suit.

   

  **** did finally drive to our home to return the deposit in an attempt to resolve the conflict. But again, he was almost half hour late even when being asked to be more respectful of timings and our baby situation. **** maintained that his company would honour the installation but no earlier than the Spring timeframe, which of course sounded suspicious and I declined such offer while happily collecting the deposit from him.  He still tried to retain the business and the deposit even at the end, stating he did not have to provide such a return service in accordance to our contract which he never actually provided with such a stipulation.

   

  Would it not have been for absolute atrocious communication, unreliable scheduling/logistics - even that within their own control - and poor leadership to keep staff and clients informed of pertinent developments, "maybe" this would have been a good business to deal with.  However, good business sense seems to be missing across the board, from front line customer service to top management.

   

  Given the company's extremely poor track record in communication, I am not surprised that nil response was provided by them to BBB. Such handling of clients and their money is in no way how business should be conducted in a country like Canada.  I urge BBB to provide warnings to anybody researching this company so as to avoid so much time wasted and potential financial loss.

   

  Regards,

  Igor Krasovitsky.

• Initial Complaint

  04/10/2022

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  We ordered a patio door in March 2022 and were told it would be installed 3 weeks later. We paid a $415 deposit. The business has yet to install the door. We have called them many times over the last 6 months. Each time they tell us it will be another couple weeks, but they never deliver nor do they call to inform us of the delay.

• Initial Complaint

  27/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I contacted capital comfort windows and door back in February this year to replace a broken glass in my window . After talking to them decided to replace the whole window with triple pan glass at price $1640 installed . There guy name **** came and took the measurement on 25th of march early this year and said work will be done by end of may . Also took a deposite of $200 on that day .Today six month has gone by they don’t pick up the phone no update if they ever going to do any thing at all . **** who took the deposit is there estimator took the measurement and gave me the receipt attached below . There other address is ** ****** *** ***** *** * ****** ** ****** ** *** *** **** *** *** *** **** . Same girl answer at both above numbers . She says her name is ****** .

• Initial Complaint

  23/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Ordered 3 basement windows from this company on 16 Nov 2021 and were told they would be ready for installation in 6 - 8 weeks. Paid a deposit of $3,500 for an estimated job of $5,085. A sub-contractor hired by this company came and cut a hole in our foundation in Dec 2021 for one of the windows. I called mid-Jan 2022 for an update and was told that there were production delays and the windows would be another 2 - 3 weeks. I have been told this in e-mails from this company every month since. It is now over 10 months and still no windows and a hole in our foundation covered by a board and insulation (not watertight so I will probably have to do mold remediation). I have received quotes from other companies who state that they could deliver the windows in 6 weeks. The phone now goes automatically to voicemail when I attempt to call.

• Initial Complaint

  12/09/2022

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  Received a quote and provided a deposit of $300 on September 26, 2021 to have a patio door installed. Initial timeframe give was 6-8 weeks from Captial Comfort Windows and Doors. Now approaching a year with no install date provided. When you call you will be lucky to speak to someone who can provide an update. If you get an update it is false promises and essentially lies about the door manufacturer being at fault. I spoke with the door manufacture and was told the delays I am told by the installer is simply not possible. Company lacks proper communication, leadership most likely severely under staffered. Would stay clear!

• Initial Complaint

  28/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  We purchased 2 porch enclosures Feb 21, 2021 for 15,820.00 with the delivery spring 2021. They didn't place the order and finally delivery was August 29, 2021, payment was made in full. During the installation they broke the frame on the front door, they promised to come back in 2 weeks to fix it as they had the part in the shop. There is a well overuse of caulking used to join the windows to the house. There were other deficiencies were brought to their attention. After emailing just about every 2 weeks **** ********** came to the house in May 2022 took a lot of pictures of what needed to be fixed and told us it would be a day job to fix everything. Finally in June 2022 the window installer came back to fix the issues. He did fix a couple of things but none of the main deficiencies were addressed. After another lengthily delay and empty promises we have been more the patience with them and feel the communication level has broken down. I have added pictures not sure how many will transfer - showing missing frame - white door bracket on black door - frame that didn't fit - bottom of door weather striping peeling - as door not finished - top of outside front door showing screw holes in main window frame - top of inside door mess - back enclosure showing caulking mess - front enclosure not caulked and random screw

• Initial Complaint

  26/07/2022

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  Through our contractor we ordered a front door (along with windows) in July, 2020. We have yet to receive the front door. The first front door was delivered in March 2021 but was the wrong size, wrong colour and wrong style. At that time we were told we would have the correct door within 3 weeks. Finally, in February of 2022 another door was delivered but had the wrong in-swing. Again, we were told it would take 2 weeks to correct the problem. It is now almost the end of July, 2022 and we have yet to receive our front door. Every time we reach out to inquire as to the status of the door we are told it should be with us shortly. Every time the wrong door is delivered, Capital Comfort tries to blame the contractor or us personally for the mistakes but they have never tried to contact us with drawings or sketches of the doors for our approval prior to delivery.

*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. ↩