ComplaintsforVerdun Windows and Doors

• Initial Complaint

  30/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  1. We ordered our windows on Feb 09 2023 We got quotes 3 different companies and Verdun is most expensive quote but short leadtime(salesman told is it will be ready within 24wks which suppose to be early Aug) but we have a plan for the families visiting from other province and other country so we chose Verdun only because of this. 2. Window suppose to be here mid Aug but delayed without notice that I called them to found out leadtime postpone to end of Aug. But it was okay since anyway our plan was Sep and October and November. 3. Window came but not all. Main window(living room bay window delayed) also didn't get notice. Always I call to the customer service to find out what is the happening. Mid of Sep came with bay window and took the all old windows and found out that there was miscommunication between installer and office and says wrong window. So just put the old window back but already all seals and trims broken. First time talked it will take around 2 wks and I called again few days later but somehow customer service can't follow my order since there was some miscommunication or misunderstand...I don't know what happen but my window was sitting outside without any process so customer service couldn't find my statue. I was waiting long time and they found it and not sure what is going to so had to connected with salesman(first time talk since contract day) and he says I have to wait around another 6~8wks. 4. I was so angry so I had some argument with salesman and try to talk with manager line(called more than 10tiems but couldn't get a call from them) and I ask to cancel all my order and bring back old windows then I get to talk with manager and he says might be possible expedite. Don't remember exact date but I think it was October. 4. I had to cancel our family gather from other province and international visit also cancelled. Also it was hard time at night since night wind coming through from the crack. 5. Finally windows installed November but still not completed that sash was not installed and some parts need to replacement which completed Feb 2024. So it took whole year to complete install. But there was no apology or call ahead for the delay. But I had to start to payment from November which not even completed my order. Anyway I still owed $600 and I found out there is mold-ish growing our room window so I sent picture and worried about it. And they says it might be humid problem so I opened window and tried to control humid but still growing. Other all windows okay but only this single side has a problem so I told them I don't want to pay this until I solve the problem or understand why it has a mold. But I got a email yesterday from salesmen and they are going to send collection for the $600 but never asking about the window that I claimed has a problem. They are not trying to send anyone or not willing to check but only asking money. I chose Verdun because it's local company and timeline but now I think local is not always right and don't believe the timeline. All our last year big plan of family visiting after rCovid was screwed because of this company. And now I really feel upset that bring up collection because of $600 not trying to fix the problem. And the way sent email to me was not very respectful but very rude way too. I hate to think this way but I just feel like my English is not very good.

  

  Business response

  01/05/2024

  We apologize for not meeting your expectations for the timeline of the installation. It is important to note that the timeline provided is an estimate and is stated so on the contract. We do our best to stay within the timeline provided however unforeseen factors can affect the estimated timeframe. All of the contracted windows have been installed and payment is due upon completion as per the terms of the contract. Any deficiencies in need of inspection, repairs or replacement we are ready, willing and able to provide service under the terms of our 25-year warranty. Please note that the warranty takes effect once the balance is paid in full. Please also be assured the email screenshot you have provided is a standard, automatically generated email to confirm your appointment and remind you of the balance owed. You are not being singled out or being treated differently due to your language or heritage in any way.

  Customer response

  06/05/2024

  
  Complaint: 21646099
  
  I am rejecting this response because:
  

  I don't get it what you saying-"warranty effect after fully paid"

  I found out some problem before full paid so that is why you didnt check or asking about the problem?

  And you have to look up what is mean of "estimate" that you took almost 50wks from order to complete and your estimate was 26wks.

  So Verdun only take advantages from customers? And don't care about their schedule and the problems unless fully paid or waiting time? 

  I am not able to pay rest of $600 since I found problems and no need your warranty. I talked few people and I found problem before I paid which if your responsibility to fix it and you guys are not willing to do it but only money this dosent make sense to me at all.

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

  

  Business response

  08/05/2024

  We understand your frustration and apologize for any inconvenience caused during the window installation process. Our aim is always to provide a seamless experience, and we regret that we fell short of your expectations in this instance.
  
  We understand that you are withholding the remaining balance owing due to concerns about the possible presence of mold. We appreciate you sharing photos with us, and we have provided suggestions on how to manage this issue.
  

  Regarding your concerns about the possibility of mold. One of the primary culprits behind mold on windows is high humidity levels. When not kept under control, moisture in the air tends to condense on cool surfaces, such as windows, creating a perfect breeding ground for mold spores to thrive. Several factors contribute to elevated humidity levels within homes. Poor ventilation is a common issue that restricts fresh air flow and traps humid air. Without good ventilation, moisture becomes trapped indoors, increasing the likelihood of mold appearing on windows. Additionally, activities that generate humidity, such as cooking and bathing, can significantly raise moisture levels in your home. Understanding these factors can help in managing humidity levels and preventing mold growth. Proper ventilation, especially in areas prone to high humidity, can make a significant difference.

  If there is still a concern after the humidity in the home and the room in question has been reduced we would be happy to investigate as part of our commitment to providing 25 years of warranty support on our products and installations.

  Warranty: The warranty on our products and services takes effect once the balance is paid in full.
  
  We appreciate your cooperation and understanding in resolving the matter of final payment shortly.

  
  Thank you for your patience and cooperation.
  
  
  

  Customer response

  13/05/2024

  
  Complaint: 21646099
  
  I am rejecting this response because:
  

  We paid a little over $13,000 on the window and final $600 outstanding, and because of this, you saying the warranty is not effect unless paid full.

  I would like to see the your contract about the warranty which mentioned about effect after full payment.

  I did all what you recommended and still showing mold so we are going to ask someone to check our window. As I mentioned our little one sleep in this room  

  I've been waiting to solve this problem but it seems like you guys not going to check this for us so I think I don't need you to come check our window.

  So let say that I can't get warranty that first installed windows found problem middle of your guys installing which takes ovet a year to complete because didn't paid full. 

  I feel so not happy that I'm talking with you here and send me collection email at the same time.

  I am really busy and no energy to deal both. So should I reply to you guys here or email you sent me?

  Do one thing please! 

  Sincerely,

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

• Initial Complaint

  26/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On January 11th, 2024, we had an installation with Verdun for 2 of our windows. The guys that came to install them, first they showed up late and second they were being loud and rushing with the job. Not only they rushed with it but they didn't do the installation properly. My husband reached out to Verdun the same day to file a complaint, we asked for a compensation since the guys damaged our baseboard heater and smoke was coming out of it since some of the product they used to put on one of the windows fell in it but they haven't provided any compensation at all. Since we filed the complaint, they have been back and forth with us. They did send an electrician to repair and replace our heater and also they sent someone to come and inspect the job that the previous guys did however, they still haven't sent anyone to come and finally fix the issue with the windows as they keep cancelling the appointments because their technicians don't feel well. We were supposed to have them fixed today, March 26th but they cancelled the appointment again due to one of their technicians not feeling well and advised they can send someone until the end of April but they can still put us in a cancellation list. We need a final solution to this as we want to end any type of communication with this company. We asked for a refund or compensation and for someone to come as soon as possible and fix the windows.

  

  Business response

  27/03/2024

  We sincerely apologize for the inconvenience you have experienced with the installation of your windows and thank you for sharing for frustrations. We understand your concerns and want to assure you that we take them seriously.
  We replaced the baseboard heater at our expense and have inspected the installation concerns you raised. We are prepared to resolve these issues promptly to ensure your satisfaction. We apologize for the delays in scheduling appointments. Unfortunately, we have had team members with unforeseen absences from work for various reasons, which has impacted previously scheduled appointments. However, please be assured that your warranty claim remains open and active. We have reached out today to schedule a visit for April 2nd and are awaiting your response. We are committed to resolving this matter to your satisfaction and hope to have the opportunity to regain your trust.
  Thank you for your understanding and patience.

  Customer response

  01/04/2024

  
  Complaint: 21487526
  
  I am rejecting this response because: we are not satisfied with the outcome. We spoke with Verdun today and are waiting on them to come up with a better resolution.
  
  Sincerely,
  
  ***** *****

  

  Business response

  03/04/2024

  Thank you for your patience and for allowing us the opportunity to address your concerns regarding the installation of your windows. We sincerely apologize for any inconvenience and frustration this situation has caused. We understand your desire for a prompt resolution and are pleased to report that we returned and completed the work on April 2nd, as previously offered. We hope that this has helped to resolve the issues you were experiencing. If there are any new or recurring concerns, we encourage you to bring them to the attention of our warranty service department at your earliest convenience. We are committed to ensuring your complete satisfaction and are here to assist you in any way we can. Thank you for your understanding and for giving us the chance to make things right. We appreciate your business and hope to have the opportunity to serve you better in the future.

  Customer response

  11/04/2024

  
  Complaint: 21487526
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  14/01/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Contract ******* signed March 6, 2023 Initial installation mid July 2023 - Finish 29 Dec 2023 (noting that this was finished on the private initiative of an installer who felt bad about all the mistakes made by Verdun) Issue : We seek a rebate due to us being highly inconvenienced by a 5-month delay in finishing the installment of windows, due to repeated avoidable mistakes by Verdun Services in executing the contract. Nothing to do with supply lines they could not control. I also furnished and stained trims for which I should still be compensated. The refusal of a fully justified rebate on the $ 1614,94 balance so far inhibits the administrative conclusion of the project, including possible subsidies by the Greener Home program who can finally do their post installation assessment next week. I am getting avoiding responses if i ask for the rebate or to speak to the general management to raise the issue and settle this. My understanding is that we are not alone with this kind of experience. We did give kudos to installers who did a good job but had to put up with dismal back up service at the service core of the organization. They felt embarrassed more than once to have to let us down, in the face of yet another avoidable mistake of someone who apparently was ill-informed or did not check the clear specifications in the contract. We seek a settlement to avoid a stalemate that will not help either us or Verdun.

  

  Business response

  17/01/2024

  Thank you for providing additional details regarding your concerns with Contract *******. We understand the frustration caused by the extended timeline and the inconvenience you experienced during the installation process. We appreciate your feedback and take your concerns seriously.
  Our team has thoroughly reviewed the circumstances surrounding the project, and we acknowledge the challenges faced during the installation, leading to the delay in completion. We sincerely apologize for any inconvenience caused, and we appreciate your acknowledgment of the installer's efforts to address and expedite the project's conclusion.
  After careful consideration, we regret to inform you that we are unable to provide the requested rebate. While we empathize with the inconveniences you've faced, we would like to clarify that the issues were resolved and we do not compensate for delays or customer-supplied materials.
  We understand your desire for a prompt administrative conclusion, including potential subsidies from the Greener Home program. Our Accounting team is ready to facilitate this process once final payment is received. Should there be any outstanding issues with the product or installation that require attention, please contact our Service department and they will work diligently to find a solution to any resolution required.
  
  

  Customer response

  17/01/2024

  
  Complaint: 21144875
  
  I am rejecting this response because while you acknowledge the inconvenience and sympathize in all the going buzz wording, you reserve the right to provide dismal service leading to a 23.5 week's delay in concluding the work at the expense of the client. 

  Your terms and conditions serve in part to cover this practice that violates basic service standards and lead to avoidingresponsibility for basic, attributable, mistakes within Verdun's control.

  My experience - and looking at the social media i am clearly not alone - shows that at Verdun the left hand often does not know what the right hand is doing, and existing clients are not prioritized over new clients;  volume comes first. I have also experienced any credible avenues to seek recourse in Verdun. These things are part of an organizational issue for which many of your clients bear the brunt. The stories get around and will catch up with Verdun sooner or later.

  Refusing to compensate in-kind input provided by a client appears to be part of the business model - effectively hiving off work that would without doubt otherwise need to be performed by Verdun. 

  The result is first that i am not inclined to ever use Verdun again (with many more Windows to go) and second, to recommend Verdun to my network, on the contrary, I would not recommend Verdun.

  I understand there are media that take client experience far more serious.

  I prefer to be honest and transparent in my rejection of your reply- It lasts longest.

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

  

  Business response

  25/01/2024

  Thank you for providing payment for the remaining balance, your account is in good standing and we have provided the invoice you require for your grant application process. Your order and installation are fully warrantied by Verdun for 25 years and we remain at your service should you require our assistance at anytime during the warranty period. 

  Customer response

  25/01/2024

  
  Complaint: 21144875
  
  Hello

  As already indicated on the e-transfer, and in light of my complaint and rejection of your initial reply, the payment of the invoice should not be construed as consent to the 23+ weeks delays in finishing the job at my expense and my providing of supplies without any form of compensation. It is arguably not in order that the subsidy program gets de facto abused as it pressures clients to go along with dismal service that would otherwise be more effectively challenged.

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

• Initial Complaint

  08/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Verdun Order number ********. Multiple windows and doors ordered in April 2022 with a total cost of $36, 368.37. I paid a 25% deposit of $9,100.00 to Verdun on April 14, 2022 by **** and was quoted approx 23-25 weeks until installation. Windows actually took 50 weeks and were not installed until April 6-7 2023. We paid the remaining balance in full at that time, even though one window (which cost $2,178) was missing and its installation had to be pushed to April 20, 2023. On April 20, 2023, the installers broke this last window during the final steps of installation and they taped the broken glass together with red tape. New glass was ordered. We waited another 9 weeks for Verdun to finally come and install it. When the installers arrived on June 23, 2023 to complete the job, they said the wrong item had been ordered and I'd have to call their office to re-order the window and reschedule installation again. Upon contacting Verdun, they committed to getting the window by July 13th with its installation to be booked for shortly after. I understand the window has now arrived at their warehouse but they will not book the installation. They have promised to call me back with updates on multiple occasions, but they never do. They appear to be choosing to no longer prioritize the unfinished work at my house, despite the fact that I have paid in full and have been waiting 16 months for this job to be done. In addition to a billing adjustment of $2,200 + tax and interest (i.e. refund the cost of this final window due to their failure to deliver products and services within a reasonable time) I would like the job completed immediately.

  

  Business response

  10/08/2023

  We understand your frustration and regret any inconvenience this delay may have caused. We want to assure you that we value you as a customer and take your concerns seriously. We prioritize all of our customers, orders, installations and warranty services equally and remain fully committed to the successful installation of the remaining window and completion to the project. Yes, a component of the required parts was received in our warehouse and you received an email updating you of this progress. However this was not the full extent of the parts needed for us to be ready to contact you to schedule your installation. We did not call to book installation because not all required parts were received. It is not because we are prioritizing other customers. We apologize if we have not met previously supplied ETAs, we make every e?ort to make sure we stay within the estimated time frame but we do not guarantee any installation date.
  
  We will not be discussing any billing adjustments here and will consider the matter successfully resolved and contract fulfilled upon completion We appreciate your patience and cooperation throughout this process.

• Initial Complaint

  27/07/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On August 11, 2022 I signed to purchase a patio door from Verdun. The estimated delivery and installation date was 40-42 weeks from date of signature, bringing me to May 2023. On June 7th, 2023 they came to install the door. The installers found that the door ordered was completely incorrect. They mentioned that they had seen many issues with orders relating to 1 particular employee who had recently quit. No corrections were made on Verdun's part to go back and recheck all his work and orders. I reached out to Verdun on many occasions after June 7th with very little answers. The new manager told me today (July 27th) they won't refund my deposit and that I need to continue waiting for the replacement order. I find this completely unacceptable since it is way passed the timeline provided in the contract. On July 27th, 2023 they are now telling me the new door is ready after I asked them to cancel it. I am seeking my $1100 deposit to be refunded.

  

  Business response

  28/07/2023

  Hello *******, thank you for bringing your concerns to the attention of the ****** ******** ****** for their assistance. We apologize that an error in measurement was found upon receiving your patio door which required additional time to correct. We have notified you that the corrections have been made and we are ready, willing and able to proceed with installation of your patio door. Please note that while we do provide an estimated time to completion in the contract, we make every effort to make sure we stay within the installation time frame, but we do not guarantee any installation date. You have entered into a legally binding contract with Verdun Windows & Doors and are obligated to proceed with the purchase. We look forward to hearing back from you to schedule installation and apologize again for the delay and any inconvenience caused.
  
   

  Customer response

  28/07/2023

  
  Complaint: 20384158
  
  I am rejecting this response because:
  The time frame is unacceptable and the previous sales rep told me it would not go passed the 42 weeks. I am no longer in need of their replacement patio door which added another 2 months to the wait time. The details provided for the door were all wrong. When ****** quit and there were many issues found with his orders, measures should have been put in place by Verdun to correct that. It was known that there were many problems with his orders. Having a customer wait almost 1 year to put a door in is completely unacceptable. I would like to have my full money refunded at this point.
  
  Sincerely,
  
  ******* *****

  

  Business response

  31/07/2023

  We understand and acknowledge that the initially provided timeframe for your order was not met. It's important to note that the timeframe provided is an estimate, and unforeseen external factors can contribute to delays, which are beyond our control.
  We take responsibility for any issues that were within our control, and as soon as we became aware of the measurement error, we took immediate corrective actions. We deeply apologize for any additional time that was added to the order and installation process as a result of this issue. Rest assured, these concerns have been addressed, and the product is now ready for installation, as previously communicated.
  We remain committed to fulfilling our contractual obligations and we are eager to install the product at the earliest date and time which you are available. However, we regret to inform you that a refund of the deposit will not be issued as the product has been manufactured already. Please be assured that we have taken the necessary steps to prevent similar issues from occurring in the future, and we are dedicated to providing you with a smooth and satisfactory experience moving forward.

  Customer response

  31/07/2023

  
  Complaint: 20384158
  
  I am rejecting this response because:
  
  I do not need the the door anymore. Given this exceptional situation that could have been better controlled by Verdun, I think this is unbearable and unacceptable for a customer to have to wait this long for an error to be corrected. I do not need the door anymore. I would like to have a full refund. This could have been avoided in so many ways. I was not treated fairly. I was ignored and avoided many times. I am extremely unhappy and disappointed with the level of customer service by Verdun. 

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

• Initial Complaint

  03/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My husband and I purchased 2 doors and 4 windows from Verdun in April 2022. They were installed in October 2022. However, on one of the doors it came with clear glass instead of the privacy glass we ordered. Verdun said they would fix the problem and ordered the proper door insert. This came in February 2023. However, when they tried to install it, they didn't have the correct tool and could not install it. They took the new insert with them when they left. Two follow appointments were no shows by Verdun with the excuse that they couldn't find the insert. They finally rescheduled in June 2023. They came while my husband was working from home and when he checked on them, they had "fixed the leak" in our door by sealing the clear glass into the door. They also left several screws uncovered. We have tried to reach out to Verdun to follow-up as we want the privacy glass we ordered. They have not returned our email in 3 weeks.

  

  Business response

  12/07/2023

  We understand your frustration with the delays and inconvenience caused by the incorrect glass insert and the subsequent failed attempts to install the proper one. We apologize for any inconvenience this has caused you and your husband.
  Rest assured, we are actively working on rectifying the situation. We have followed up with the door manufacturer to ensure that the correct privacy glass insert is obtained. Once we receive confirmation and an estimated time of arrival for the replacement part, we will promptly inform you.

• Initial Complaint

  20/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  TESTING FAC for Verdun Windows and Doors

  

  Business response

  21/06/2023

  Good morning?

• Initial Complaint

  20/06/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  - Original Order Date July 27, 2021 with $2000 Deposit - Installation Date, delayed to July 29, 2022 with final payment of $5,404.00 - Total amount paid: $7,404.00 including $851.79 HST - Order was for a front door with specified finishes, fully intstalled - I contacted the business the same day to identify problems with the installation - Received follow up service calls in August 2022, November 2022, February 2023 and May 2023 and it is still not right with numerous deficiencies, all documented by the business - Followed up with the service department by telephone after the most recent May 2023 visit, spoke to someone who identified themselves as a manager who was dismissive and unhelpful, the service call was not successful and the poor work needs to be redone - By automated email was advised a replacement door would be ready by June 15th - Contacted Verdun by telephone on June 20th to follow up on the June 15th ETA. They were unsure of the location of the parts ordered but were looking into it. The individual I spoke to was very professional and much more helpful but I'm seeking support from the *** to help resolve this and ensure that this is completed before the 12 month mark on July 27th for fear I may have limited options after the 12 months regardless of the business' extensive warranty period since they are typically not very responsive Attachments, include but are not limited to the following: Original order, Amended Order (for pricing adjustment for size), pictures, email communications

  

  Business response

  20/06/2023

  First and foremost, we sincerely apologize for the inconveniences and frustrations you have experienced with your front door installation. We want to assure you that we remain fully committed to resolving any and all issues with the product and installation. As you mentioned, we have already provided continued support in the form of onsite service calls, repairs and inspections and have scheduled a follow-up service appointment on July 18th. Our team will diligently address all the remaining deficiencies to ensure your complete satisfaction. Our extensive warranty period reflects our commitment to standing behind our products and services, and we want to ensure that you are completely satisfied with the final outcome. We also appreciate your acknowledgment of the professionalism and improved assistance you received from our staff during your recent telephone conversation. We strive to provide excellent customer service and we are glad that your experience with this individual was more positive.

• Initial Complaint

  14/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On May 31, 2021, we order a new door an frame from Verdun. We paid a $1600 deposit. On April 1, 2022 they came and installed the new door and frame. After installation, we notice that the new door and frame were dented. They said they would report it back to the office and order a new door and frame. We had to pay the balance of the invoice, $4,749.47. We received a call saying this items were ready and an appointment was scheduled for the install on Sept 15, 2022. So I scheduled a day off work. On Sept 15, the technicians did not come and no one called. When I called the office later in the afternoon, I was told that the technician was sick and we would have to reschedule. When it came time to reschedule the appointment, we were all of a sudden informed that the door and frame that was reordered, was the wrong specifications. They would have to order a new door and frame. After waiting another 7 months, we received a call informing us that the new items were ready and an appointment was scheduled for the install on May 23, 2023. When the technicians arrived on that day, they advised us that the new door was dented. They wanted to replace a damaged door with a damaged door. We refused. A new door was to be ordered. After 2 years, we just want our money back.

  

  Business response

  14/06/2023

  We sincerely apologize for the inconvenience and frustration you have experienced throughout this process. We understand your desire for a prompt resolution, and we are committed to addressing this matter accordingly. First and foremost, we would like to emphasize that we stand behind the quality of our products and services. As outlined in our contract and warranty terms, we are fully responsible for repairing or replacing any defective or damaged items. However, we regret to inform you that a refund is not within the scope of our agreement. We acknowledge that there have been multiple instances where a replacement door has been reordered and not to the standard acceptable to be installed. We apologize for the inconvenience caused by these recurring issues and the subsequent delays in resolving them. We have already taken steps to order a new door, ensuring that the specifications align with your requirements. We understand your frustration with the previous instances of receiving damaged items and can assure you that we are taking additional precautions to prevent any further occurrence. Our team is committed to providing you with a flawless product upon installation.
  
  

  Customer response

  14/06/2023

  
  Complaint: 20184485
  
  I am rejecting this response because: I've been receiving the same response from your staff for the past year. Your response is hollow. We would like to be compensated for 2 years worth of frustration. 
  
  Sincerely,
  
  **** *********

  

  Business response

  15/06/2023

  We understand your frustration with our previous responses and apologize for any inconvenience caused. While we do not provide compensation for frustrations, we are committed to resolving the issues with the product and installation. Our team is ready, willing and able to address the problems once the replacement door is received. We anticipate the timeline to completion being in the next 2-4 weeks and will contact you to schedule the onsite follow up appointment within this timeframe or will advise of any unforeseen delays if necessary. We appreciate your understanding and look forward to making things right for you.

  Customer response

  15/06/2023

  
  Complaint: 20184485
  
  I am rejecting this response because: I've have this same issue for over a year and I always hear the same response! You show little respect for your customers. 
  
  Sincerely,
  
  **** *********

• Initial Complaint

  05/06/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We entered into a contract (********) with Verdun in April 2022 to supply and install a new patio door and new side door. A deposit of $2000 was pad at that time on a total contract cost of $6,636.59. When installation time came in July, the patio door was deemed to be incorrectly sized and needed to be modified. I was told numerous times this would be completed and done so to my satisfaction. Since then, Verdun has arrived 3 additional times to perform the installation - each time the patio door and side door are incorrectly sized and do not fit and cannot be installed. The most recent installation attempt happened in early May 2023 and again nothing could be installed. After complaining to the installation and sales manager (**** and ******) about my nearly year long struggles with Verdun - we agreed to allow Verdun one more chance to make this right - if that failed I was allowed to nullify the contract and receive a refund (I have this in writing via email). I later then receive an email stating that they cannot modify the patio door frame as required and that I will need to accept a smaller door but with additional trim. I indicated to them that this wasn't not acceptable to me and that I wanted to nullify the contract. My request was refused and they are insisting that I accept a different sized patio door using additional trim and gapping at my hardwood floor. After a year documented struggles with this company. I'm done. They have misled and deceived me numerous times and I am seeking a refund of my deposit so we can part ways. Anything short of this will result in legal escalation. I have attached my contract details as well as my recording of interactions (calls, messages, emails) with Verdun.

  

  Business response

  08/06/2023

  We sincerely apologize for the frustrations and inconveniences you have experienced throughout this process. We understand that there have been multiple attempts to install the doors, but they have been found to be incorrectly sized or unsuitable for installation. We acknowledge the inconvenience this has caused you, and we genuinely apologize for the delays and frustrations you have endured. Our team has made several attempts to rectify the situation, and we appreciate your willingness to give us another opportunity to make things right. Please be aware that at Verdun, we are fully committed to supplying and installing doors of the highest standard, ensuring proper size and fit. We have offered alternative solutions based on our professional opinions and expertise, aiming to achieve the desired results. Regrettably, it appears that our proposed solutions have not been accepted. While we acknowledge your request for a refund and contract cancellation, we will not be taking this into consideration at this time. We remain committed to fulfilling our contractual obligations and working towards a satisfactory resolution. We assure you that our team will continue to explore all available options to address your concerns and complete the installation to your satisfaction. We understand the frustration caused by the delays and perceived lack of resolution in this matter. However, we genuinely value your business, and we are dedicated to finding a suitable solution that meets both your expectations and our commitment to quality.

  Customer response

  08/06/2023

  
  Complaint: 20143740
  
  I am rejecting this response because Verdun has had ample opportunity to resolve this and has already agreed to provide a refund if the most recent attempt failed -- which it has. I have this agreement in writing and have attached it here.

  Please honor the agreement to nullify the contract and provide a refund.

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

  

  Business response

  09/06/2023

  Apologies but we have not received any documentation or evidence indicating an agreement to nullify the contract and provide a refund. In order to address your concerns effectively, we kindly request you to provide us with the specific documentation or correspondence that references the agreed-upon refund and contract nullification. This will enable us to investigate the matter further and ensure that we can reach a satisfactory resolution. Our commitment remains towards completing the project as outlined in the contract and finding the most suitable approach to achieving the desired results. We value your business and aim to work collaboratively with you to address any outstanding concerns. Please feel free to forward any relevant documentation to us, and we will promptly initiate the necessary investigation. We appreciate your cooperation and look forward to resolving this matter to your satisfaction.

  Customer response

  06/07/2023

  
  Complaint: 20143740
  
  I am rejecting this response because:

  Per our phone discussion, I would like to have this complain reopened as it has not been resolved. It appears that the attachments that I provided in the *** message interface were not included in the message going to Verdun.  This attachment outlines their agreement to nullify my contract and is what they have most recently requested.
  
  I have also included the attachment here if it is needed.
  
  Thanks
  ***** ******
  

  
  

   

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

  

  Business response

  13/07/2023

  *****, your expectation of a 6 inch deep patio door frame with a 2 inch jamb is unfortunately not possible to provide as both our Installation Manager and Sales Director have already explained. Our patio door frames are manufactured in 5 ½, 6 ?  and 7 ¼ inch depths and the depth can be further customized with interior frame extensions. Our proposal for your order and installation of a 5 ½” frame with a 2 ½” extension will provide you with a successful installation and will accommodate your existing shutters. We will not be considering cancellation of a two door order over a half inch dispute on one of the doors.

  Additionally, the deposit you provided upon placing the order is intended to cover the cost of materials that have already been sourced specifically for your project. These materials were procured in good faith, based on our mutual commitment to proceed with the order. Regrettably, should you choose to no longer do business with Verdun, we will be unable to refund the deposit, as it will be used to offset the expenses already incurred. We genuinely value your business and want to ensure a satisfactory resolution and successful installation. Thank you for your understanding.
  

  
  

  Customer response

  13/07/2023

  
  Complaint: 20143740
  
  I am rejecting this response because:

  I have been asking for a 6 inch frame and 2 inch jam extension since it was realized that a 6 1/2 door will not work.  It took Verdun over 15 months to realize that what was in the contract and clarified through numerous emails, calls, etc.  could not be provided to me. All of this is documented in my original complaint and no new information is provided in your response -- its the same rehashing of previous discussions.

  As already stated, Verdun is now trying to alter the work that was already agreed too. I do not accept this alteration and this will not work in my home. The amount of additional trim required will alter the visual appearance and cause aesthetic and hardwood flooring issues. None of this is acceptable and goes entirely counter to what the sales rep, installation manager, and service manager knew I was expecting and told me they could deliver. I have effectively been baited and switched.  More over, I have a written acknowledgement that I can be provided a refund upon my request if Verdun cannot meet the agreement.   

  This will be my last attempt and message using *** to resolve this matter. The _only_ resolution that is acceptable to me at this point is a nullifying of the contract, as previously agreed, and a refund of my deposit.  If Verdun is now unwilling to honor their agreement to nullify the contract, I will proceed with complaints via the Ontario government as well as legal action in smalls claims court.

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

  Customer response

  14/07/2023

  
  Complaint: 20143740
  
  I am rejecting this response because:

  I have been asking for a 6 inch frame and 2 inch jam extension since it was realized that a 6 1/2 door will not work.  It took Verdun over 15 months to realize that what was in the contract and clarified through numerous emails, calls, etc.  could not be provided to me. All of this is documented in my original complaint and no new information is provided in your response -- its the same rehashing of previous discussions.

  As already stated, Verdun is now trying to alter the work that was already agreed too. I do not accept this alteration and this will not work in my home. The amount of additional trim required will alter the visual appearance and cause aesthetic and hardwood flooring issues. None of this is acceptable and goes entirely counter to what the sales rep, installation manager, and service manager knew I was expecting and told me they could deliver. I have effectively been baited and switched.  More over, I have a written acknowledgement that I can be provided a refund upon my request if Verdun cannot meet the agreement.   see attached document

  This will be my last attempt and message using *** to resolve this matter. The _only_ resolution that is acceptable to me at this point is a nullifying of the contract, as previously agreed, and a refund of my deposit.  If Verdun is now unwilling to honor their agreement to nullify the contract, I will proceed with complaints via the Ontario government as well as legal action in smalls claims court.

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

   

  

  Business response

  19/07/2023

  We would like to reiterate our commitment and objective to deliver high-efficiency products and a professionally executed, long-lasting installation that will greatly benefit you and your home for years to come. We sincerely hope that you will grant us the opportunity to fulfill this promise. It is important to clarify that we never agreed to a return of your deposit, as we have already acquired specific products and materials specifically for your project. It is regrettable that we find ourselves in this situation; however, we are confident that we can successfully complete your project to your utmost satisfaction. While we aim to prevent any further escalation of this matter, we acknowledge your right as a consumer to proceed in the manner you deem appropriate. We have presented fair and practical solutions and remain fully dedicated to achieving the successful completion of your door replacement project.

  Customer response

  19/07/2023

  
  Complaint: 20143740
  
  I am rejecting this response because:
  

  Your response is misleading of the facts and does not represent any new or acceptable resolution. My future responses will mirror your own and I will proceed with further escalation and legal action. Please know that all *** correspondence will be recorded and used in small claims court if necessary.

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

*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. ↩