Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:12/03/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a window from window mart online (July 2024). Order did not show up on the scheduled delivery date (as explained by the vendor: driver had a family emergency)Window arrived the following day with packaging in a distressed state as though it may have been unsecured during transport. Advised company of concerns regarding the shipping/handling of the window. When I went to install said window (October 2024) the bottom corners of the frame dropped out damaging the glass insert Contacted the company regarding the failure of their product (October 2024) Employee who was dealing with my complaint left the company. I had to reinitiate contact with the company in the new year(Jan 2025). Company reordered vinyl frame and sent. When asked where the glass was they said they were not providing. After jumping through various hoops and submitting photos of the catastrophic failure of the frame they informed me they had no resolution. My complaint is that I was served up a lemon that was mishandled in shipping and handling.

  

  Business Response

  Date: 12/03/2025

  Thank you for reaching out regarding the complaint filed by ****** ******. We appreciate the opportunity to address this.
  The agreement between Window Mart and the client was a "supply only" contract, covering delivery of one glass insert without installation services (Customer Satisfaction Report has been signed by the client without any notes). The client later reported frame damage, which we resolved by providing a replacement.
  Now, the client is requesting a new glass insert, but per attached files, the damage occurred during installation, which was not part of our agreement. As the contract clearly states, post-delivery damages, including those during installation, are the clients responsibility.
  We always strive to support customers, but this issue falls outside our contractual obligations. Given the provided documentation, we request the removal of this complaint.
  Please let us know if you need further details.

  Customer Answer

  Date: 17/03/2025

   
  Complaint: 23051850
  
  I am rejecting this response because:

  Window mart has pointed out that the contract was a supply only contract.  This would suggest that the company is required to supply a window that is capable of being installed.  
  

  The window frame that I received was cracked and fatally flawed in its construction from either their low quality construction ir mishandling of the window.

  
  When window mart scheduled the delivery date we agreed on a date that I was home to receive the window.  They did not show up on the agreed date (admitted by window mart because of their drivers family emergency).  It is my opinion that the window that was later delivered to me had been unsecured or struck by an unsecured load during their transport.  
  

  Window mart is alleging the glass insert was damaged during installation (and is not their responsibility )however as can be seen from the photo of the frame provided to BBB, the glass insert was damaged because the frame provided was so fundamentally damaged during their handling that it could not support the window to be installed.

  Though this process window mart has been totally unwilling to accept their responsibility in this matter.  

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

• Initial Complaint

  Date:25/04/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On April 4,2023 Window Mart Installed a back entry door to our house that was under contract with them. We also paid to have a stormdoor installed that we were to provide.We paid before the isntallation the full amount. I bought a 32" storm door from ********** under the advisement of the installer for the correct size. . Window Mart Installed the storm door. I also bougt a handle system from **********. On April 13,2023. I sent Window Mart an email saying the storm door would not stay closed and could they recity the probelm. I also said that they did not install a strikerplate for the latch to catch. ********** has since told me that there never was a striker plate with the type of handle I bought. Window Mart said the installer told me a part was missing and that was not true. I was nevert told that a part was mssisng or I woud have retuned the handle immediatley and secured another one. This type of door latch catches a part of the trim.They installed the door and the storm door does not catch the trim. Window Mart sent me an email on April 14,2023 saying that for **** they will come out and do the hopefully necessarily install a door handle with the necessary parts. All the parts are here but the trim is outside the latch's catching ability.

  

  Business Response

  Date: 25/05/2023

  Good day, 

  Our service department contacted the customer, all the questions and concerns were addressed on April 28. The installation was successfully completed, attached is the signed Service Form. 
  Regards,
  Window Mart team

• Initial Complaint

  Date:08/02/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Our complaint is the UNDER-sizing of windows installed by **********************. (WM). Contract signed July 2022 for 19 windows and 4 doors, $****** (including GST), *************************/***********************. Install ******* completed Dec 16, 2022. Wed like ******************** to mediate to determine which windows need replacing/reinstalled) based on correctly fitting the homes window openings. I cannot find reference in the *** ************* defining window sizing. We do not wish to submit final payment $5,000 until all issues resolved.We believe many windows undersized as flanges barely cover existing window openings, with large gaps prior to applying foam insulation + caulking (daylight showing). Concerns the energy efficiency of windows and the integrity of our home envelope are compromised by undersized windows. Weathering will degrade the caulking + foam insulation and expose stucco edges - adding to future home maintenance costs. We believe WM did not measure properly, nor explain the different measure methods and now windows much smaller than opening. The Spruce: Proper sizing is critical when you are building replacement windows. Ideally, the insert window unit should be only about 1/8 shorter and narrower than the window opening. The manufacturer should explain how the new window should be sized in relation to you window opening. On WM Contract:>The client will be re-using all exiting blinds for all new windows and is responsible for taking them down and re-hanging. This does not imply measurement method used.>There are no check boxes that clearly detail the available measuring options.>Method of installation does not explain nor imply which measurement method was used by vendor. Full frame installation; Vinyl brickmould; straight through; Aluminum capping, etc. >Terms&Cond #**: Dimensions listed in the agreement are approximate and to be confirmed by our ***********************. Actual window sizes may vary significantly based on site conditions and method of installation.

  

  Business Response

  Date: 17/02/2023

  Good day, 
  
  On February 13 and 14, two doors were installed and a service was done on the interior as well as the necessary adjustments on the windows, to make them operate properly. Regarding the outside aesthetics, stucco and caulking will be done during spring once the weather warms up approximately mid March. Window Mart is not requesting the balance until the job is completed to the customer's satisfaction.
  On February 24, our installation department manager will visit the home and do an evaluation on the services completed and make an action plan to rectify the outstanding issues. 
  
  Please be advised that the windows are manufactured exactly the same frame size as the original ones to make sure the blinds will fit back, which they perfectly do.
  
  Regards, 
  
  Window Mart team

• Initial Complaint

  Date:04/10/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We entered into a contract with Window Mart to have the exterior windows in our home replaced. We were told by the salesman that the windows would qualify for the Greener Homes ***** offered by *****. We did sign the contract and the windows have been replaced. We applied for the government ***** **** paid to have both the pre-renovation and post renovation energy evaluations done. Upon completion of the final evaluation, our Energy Advisor informed us that only 3 of the 13 windows qualify for the greener homes *****. We were told by Window Mart that they bear no responsibility for what we were told by their salesman and have upheld their end of the contract. We seek to have the BBB contact their member in an effort to recover the amounts that we paid to have the energy evaluations done$735.00 as well as $5000.00 which is the amount that the salesman said we would receive from the greener homes *****.

  

  Business Response

  Date: 04/10/2022

  Good day ****,
  
  We are sorry to hear about your disappointment, please be advised that all our windows are energy efficient and complying with CSA standards. The windows are available in different energy ratings, it depends on their performance structure grade, air tightness, solar heat gain coefficient which depends on the *** glass grade level and U- value.
  
  The ****** Greener Homes ***** was launched early-mid June, and this program requires a specific energy rating of the windows. The contract was signed mid May, and there was no information available at that time about the rebate.
  
  All windows were delivered as per the contract and installed up to your satisfaction based on the Customer Satisfaction Report signed on October 15.Window Mart has fulfilled its contractual obligations and for these reasons we are not able to issue compensation for any rebate that you had anticipated. 

  ******** you will find a copy of your contract as well as your Satisfaction Report. 

  We welcome any further questions,

  Regards,

  
  Window Mart team