ComplaintsforWeather Pro Windows and Doors Inc

• Initial Complaint

  28/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On April 20 2017 we bought windows for our house and n Feb-3-2022 I contacted them because the windows they installed had fog between the glasses at the beginning they questioned the life time warranty, after so many emails and phone calls they decided to honor the warranty, it will be two years next February and they still are not replacing all the windows, not only that, when they came to installed the replacement windows they installed one of the windows with one broken window, I have been calling and emailing about that and they just keep giving me a lot of excuses to have this done. We paid and are still paying for those windows and we don't have what we paid for. I can't understand how this company is rated A+ by the BBB when they are the worst in service. It has come to the point that every time I try to have an answer they just make more excuses, when we had the COVID time I can understand the lack of service but now? What is their excuse, I tried to talk to someone at their local office and al they have is a virtual office nobody to talk to, is this just a scam to get people to buy from them and then leave us as customer hanging on with noone to help to have the issue resolves? All I want is to have the windows I paid for, with the customer service I believe I deserve. I have every single email I have sent and a record f every time I have talked to them and what I have discussed in every call.

  

  Business response

  09/01/2024

  
  We are currently addressing this issue and are awaiting the final glass unit and window parts to schedule a service appointment. Our initial service appointment was scheduled for November 25th once the window parts were available. However, according to the service report provided by our installer, it became evident that all five windows needed to be completely reinstalled in the spring. During the initial service appointment, the installers were unable to make any adjustments as the windows were extremely tight and could not be opened. Given the winter season, it was deemed unwise to attempt a full reinstallation and glass unit replacement due to the risk of plastic components breaking in the cold weather.
  
  Subsequently, we scheduled a service appointment for May 30th, during which our installer made necessary adjustments to the windows. Following this, it was determined that additional parts and four new windows needed to be reordered from the factory. We then arranged for the installation of four glass units on September 13th, but unfortunately, one of the new glass units arrived cracked. As a result, we have placed an order for a replacement glass unit and plan to complete the service once it arrives.
  
  Rest assured, our manager will be in contact with the customer as soon as all the necessary components are ready to provide a resolution for this issue.

  Customer response

  11/01/2024

   
  Complaint: ********
  
  I am rejecting this response because:
  This is exactly the same excuse I have been getting  for at leas 2 years 

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

  

  Business response

  16/01/2024

  We would like to clarify once again that we are currently awaiting the arrival of the required service parts. As soon as they become available, our manager Bohdan will reach out to the customer to arrange a service appointment. It's important to note that our company had a different manager two years ago, but our new manager is committed to addressing all outstanding issues.
  

• Initial Complaint

  18/12/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I was quoted windows at a certain size and a certain style. I paid a deposit. When the windows were installed, they were not what I had agreed to or ordered. I was told that they couldn’t do that style after they were already installed, but nobody had informed me prior to that. I have reached out to the person who I originally worked with and have not heard back for two weeks. I’m not sure what to do now as what I really want is the windows that I ordered. I paid $3500 in a deposit and I would like that back if they are not planning to replace my windows. In the pictures, you will see that the windows are inserts rather than full jams. The one outside picture shows the black trim still on the house. This means that the windows are much smaller than originally quoted.

  

  Business response

  04/01/2024

  We apologize for any inconvenience that may arise from this situation. Our sales representative who executed the contract will reach out to the customer soon to resolve the concerns.
  
  
  
  
  

  Customer response

  04/01/2024

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

  ** *** *** *** ****** the original quote had full vinyl frames indicated. There was never any conversation about changing that to retrofit prior to installation. As you can see on the amended quote, the price has dropped and the vinyl frame was switched to retrofit. This quote was sent to me Tuesday, January 2, 2024. This is not the contract I agreed to, not the windows I agreed to and not the windows I need or want. On top of the windows not being anything that I ordered or was told I would have, because they are retrofit, I am no longer sure that they meet the egress standards for bedroom windows in Saskatchewan and this house is a rental. I will be measuring for this as well. Also, you will see that although the frame was changed to retrofit, the measurements of the windows in the second quote are the exact same as in the original quote. These windows are much smaller than these measurements. I hope to be able to take proper measurements this weekend so that the facts are all in play. 
  
  Sincerely,
  
  ********* *****

  

  Business response

  10/01/2024

  Dear ***,
  
  Thank you for sharing the window photos with us. Reviewing the contract e-signed by you on August 22, 2023, the scope of work specifically outlines the supply and installation of 6 windows. Each window description and drawing, as per the contract, clearly illustrates the window type and opening direction. Upon reviewing the photos you provided, it's evident that all windows installed at your property align precisely with the specifications detailed in the contract you signed.
  
  Regarding the change in installation type from full frame to retrofit, our Project Manager, ***** ********** discussed this adjustment with you during the appointment. It's important to note that your property was constructed between the 1930s and 1950s, predating the existence of building codes in Canada. Any concerns regarding the windows not meeting current codes should be directed to the original builder, as retrofit installation maintains the exact size of the window frame.
  
  Retrofit installation involves inserting new windows into existing openings without removing the current frame and casing. In instances where a house exceeds 70 years in age, full frame window replacement isn't typically feasible, making retrofit installation the recommended approach to avoid structural damage of the property during window replacement.
  
  Weather Pro Windows & Doors adjusted the pricing to accommodate the retrofit installation method. We kindly urge you to settle the outstanding balance promptly since the installation was completed in November.
  

  Customer response

  22/01/2024

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

  As you can see in my measurements, the actual windows installed were much smaller than originally quoted (and still they are trying to charge me for them just change it to inserts). And you will also see that the two bedroom window openings are NOT egress compliant with the standards in Saskatchewan which require a minimum opening of  .357 meters squared. This was definitely part of the original conversation/quote because this house is in fact being currently rented and now I'm breaking that law. Thankfully my tenants are understanding and are being patient in this matter. 

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

  

  Business response

  24/01/2024

  Kindly be aware that we've already completed the necessary balance adjustments as follows:

  An adjustment of $960.00 CAD for the difference in measurements.
  An adjustment of $270.00 CAD for the retrofit windows.

  As a result, the existing outstanding balance of $3,514.38 is accurate.

  In reference to the egress requirements, we kindly request that you thoroughly review our previous response.

  Customer response

  02/02/2024

  
  Complaint: ********
  
  I am rejecting this response. There is no update to the measurements to be accurate with what they installed. I have not received any information on the egress as was implied. 
  
  Sincerely,
  
  ********* *****

  

  Business response

  01/03/2024

  Dear ********* *****,

  We wish to reiterate the details regarding the contract you electronically signed on August 22, 2023. The contract outlines the scope of work, specifically the supply and installation of 6 windows. Each window's specifications and drawings, as outlined in the contract, clearly indicate the type of window and its opening direction. All windows installed at your property precisely adhere to the specifications stipulated in the contract.

  Regarding the change from full frame to retrofit, our Project Manager, Mr. ***** ********** discussed this modification with you during the appointment. It is pertinent to note that your property dates back to the 1930s to 1950s, preceding the establishment of building codes in Canada. Any concerns regarding the compliance of the windows with current codes should be directed to the original builder, as retrofit installation preserves the existing window frame's dimensions.

  Retrofit installation entails fitting new windows into existing openings without removing the current frame and casing. In cases where a house surpasses 70 years in age, full frame window replacement is typically impractical, making retrofit installation the recommended approach to prevent structural damage to the property during window replacement.

  Weather Pro Windows & Doors adjusted the pricing to accommodate the retrofit installation. We kindly request prompt settlement of the outstanding balance, as the installation was completed in November.

  We respectfully request the Better Business Bureau to review the communication history in this complaint and the attached documentation to verify that Weather Pro has fulfilled the installation in accordance with the signed agreement.

  Customer response

  26/03/2024

  I did sign something on the installation date but I didn’t receive a copy. I didn’t give my credit card info as they were not complete. Two windows were installed in the opposite rooms. I will get you the date of installation. They should have that paperwork that I signed. The windows were installed on November 23/24, 2023. I send my first email to ***** on December 4 regarding the fact that the windows were not what I ordered. He admits that they had to change it and I asked why I wasn’t consulted first and he didn’t respond. He was the salesman that I discussed everything with. 
  
  I have not heard back from the other company. May try to call. I just emailed so far. 
  
  ***
  

  
  

  

  Business response

  27/03/2024

  Please kindly take note that the issue concerning the need to switch two windows was not previously addressed in the BBB complaint. On 04/12/2023, our manager contacted the customer and offered to switch the windows. However, the customer declined, stating that the windows were not the ones they had originally ordered, thus preventing further action. Should the customer wish to proceed with the window switch, we are willing to accommodate. However, the outstanding balance for the completed portion of the work, due since 2023-11-25, must be settled. We can withhold a sum of $500 until the window switch is completed, with payment required immediately upon completion. If the customer agrees to this arrangement, we kindly request confirmation of acceptance.

  Customer response

  05/04/2024

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

  The issue of the windows being in the incorrect location is a secondary matter and was only brought up again to express the fact that I didn't sign any papers to agree that the job was done satisfactorily nor did I get a copy of the paper where I wrote this problem on, on the last day of installation. I have emails proving the fact that the decision to change my windows from vinyl jam to inserts was never brought to my attention for my agreement and I will be composing a longer complaint with all of those emails laid out. I want my money back in full please. 

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

  

  Business response

  18/04/2024

  ******** ** the completed certificate form, signed and confirming that the sole discrepancy was the mix-up of two windows. Our representative, *****, proposed the transition to a retrofit installation method, which was mutually agreed upon to proceed. Should you require further review, please don't hesitate to provide the email correspondence history. Thank you.
  

• Initial Complaint

  18/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My wife and I had placed a 4000.00 deposit to weather pro for sliding (patio door.) On July 21ST To ***** ********* of weather pro, we were promised that the installation would be in take place this fall. As per the attached letter, installation was to take place on August 19th. On that date no one showed up. I then talked to a lady from weather pro, and she said the installation would be on Sept 8th. Once again there was no show. I have since left voice messages and e-mailed the salesperson. Kept calling the office leaving voice messages to no avail. We want our $ 4000.00 deposit back. Thank you. My wife and I had placed a 4000.00deposit to weather door for sliding( padio

  

  Business response

  20/09/2023

  Hello, the installation of your order will be this fall as promised. We are unsure why you received a confirmation letter regarding the installation, as your order is not yet ready. Our designated manager will contact you once all the necessary arrangements have been made. We sincerely apologize for any confusion caused by this miscommunication. It is important to note that your order was taken off hold on 20/07/2023 and returned to the production process after we arranged to collect the cheque for deposit and we are well within the promised timeframe. Our manager will be reaching out to you soon to provide an update on the status of your order. If you have questions or concerns please feel free to reach our office at 306 *** ****.
  

• Initial Complaint

  01/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Aug 01 2023 This is a customer complaint about a job we have been trying to get completed since Aug 2-3 2022 for the installation of a door set to our deck. The installation was never completed. It took them ten months to finally send someone to our house that knew why the door would not close properly. L Now they are telling me that they are done. I reported that they window trim that holds the windows in that were installed in February (reported to them in February 2023) were painted with the wrong colour or brown and not the correct kind of paint and that the inside trim pieces were supposed to be white and were also painted brown. The paint took a couple of months to set and is now peeling off. I received an email from them dated July 27, 2023 stating that they are unable to resolve this matter despite their best efforts. How tough can it be to have the proper trim pieces sent and installed onj a doorset that they have known about the problem for five months. This is the last problem of many that we have had with this installation but there have been many more including not showing up for a confirmed service call and showing up with the wrong parts. Being given a date for parts and not showing up with them and not calling to trell me – I have many emails to verify the above and more. Please find enclosed a copy of some of the notes that I have been keeping. These have also been passed on to Weather Pro.

  

  Business response

  23/08/2023

  Dear *** ********
  
  We sincerely apologize for the issues you have experienced with the installation job. We want to assure you that we made every effort to address your concerns. However, despite multiple service appointments that we scheduled, it seems that you remained unsatisfied. As a gesture of goodwill, we offered you $500 in compensation.
  
  Please find below a history of our communication and service appointments, detailing our attempts to fulfill your requests:
  
  - On June 6, 2023, we scheduled a service appointment for June 16.
  - On May 19, 2023, we scheduled a service appointment for May 30.
  - On February 17, 2023, our technician arrived at 12 pm for service.
  - On January 27, 2023, we scheduled a service appointment for February 3.
  - On October 28, 2022, we scheduled a service appointment for November 18.
  - On October 7, 2022, we scheduled a service appointment for October 15.
  
  First service ticket was created on October 7, 2022, for the replacement of 2 glass units on the door, installation of a new BM, and door adjustment. Another service ticket was created on May 19, 2023, for door adjustment, hinge replacement, and installation of a new frame. The most recent service ticket was created on June 6, 2023, for the partial reinstallation of the doors. 
  
  Once again, we sincerely apologize for the inconvenience caused and assure you that we are committed to finding a resolution to this issue.

  Customer response

  24/08/2023

  On Feb 6th 2023 the glass in the doors was replaced. The trim was supposed to be brown on the outside and white on the inside. It was all painted brown with some paint that was no where near the correct color and was not the right type of paint that should have been used in the first place. One of the people that was here to do the installation had done some touchup on the buttons that cover the screw holes. It is a completely different color than the brown that the trim was painted. When I was going to remove the plastic and clean the windows I found the paint was tacky, I sent pictures to WeatherPro showing them the wrong color and different color touchup and told them that this was not acceptable. I talked to ****** about this on Feb 9th and told him something needed to be done about the trim. Likely replace it with the correctly painted trim or white and I would look after painting it with the correct paint. Nothing has been done about this up to now. The paint finally dried and it now chipping off. You can chip pieces of it off with your finger nail. This is what I want replaced. I had sent e-mail on July 12th asking what was being done regarding this problem which had been reported to them in February. When they offered me $500.00 as a ""goodwill gesture"" the e-mail was sent from ******  on July 27th 2023 and they seem to believe that they are done with the problems I am having. I believe we will be done when I have what they should have fixed shortly after it was reported to them in February.

  *** *******

• Initial Complaint

  05/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Ordered windows and patio door around May. Windows have been installed which I'm satisfied with windows. I paid down payment for patio door and I'm still waiting for the door. I have contacted the business several times for the door, couple of times the salesman said that I never ordered the door. He also said he would put a rush on the door. They wanted the rest of the payment for the windows plus the door for the final payment.

  

  Business response

  03/11/2022

  Business Response /* (1000, 5, 2022/10/14) */ Thank you so much for reaching out and letting us know. We apologize to hear about your experience. But, please allow us to clarify the situation. We have two contracts signed with you, the first contract that consists of three (3) windows and the second contract which is one (1) patio door. The first contract was signed on April 27th, 2022 and successfully completed the installation within the agreed completion date on August 8, 2022. The second contract for one (1) patio door was signed on July 27th, 2022 with no completion date specified on the contract as we are waiting for the completion date from the factory. We have received the initial down payment of $1,700.00 for the first contract and a down payment of $999.00 for the second contract. Upon completion of installation for the first contract, we did not receive payment of $1,763.00 for the balance claiming that the installation is not finished because the patio door is not installed which is on a second contract that was signed at a later date. We have been communicating with you regularly regarding this matter explaining that we need to receive the outstanding balance payment for the first contract in order to close it and to safely proceed to the next order; however you refused to cooperate and kept demanding to install the patio door first. We can provide copies of the two contracts to you and let us know if you require any additional details. In the meantime, I've shared your feedback with our team and we're trying to find a way to ensure the issue is addressed. Thanks again for trusting us with your business. Kind regards, Weather Pro

*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. ↩