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:19/12/2023

  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.

  Date of Installation: Sep 27, 2022 Requirements: 5 windows needed replacement, 4 were straightforward replacements, and one (front window) needed to be cut down and replaced with a bigger window. Amount Paid: $11,145.75 ($10,615 + GST) 2 PROBLEMS: PROBL #1: Wrong window size of cut-down replacement. Required 68 inches glass height, I got 64 inches instead. (issue found and contacted Sunview in Oct 2022) Sunview sent their technician to do the final measurements. I asked them to cut down the existing window so that the height of the glass is 68 inches. Using a tape measure, I showed Sunview’s technician the height of 68 inches I wanted for the glass by placing the tape measure from the top where the glass starts to the bottom where the glass ends (top of windowsill). The sales manager/chief estimator says it’s a miscommunication and that I should have indicated glass. I did so using a tape measure. They said I signed the contract showing 68 inches, and the 68 inches includes the allowances in the frame. While I am not a window expert, I used a measuring tape and communicated to show the height of the glass I wanted. A member of my household with experience in construction witnessed me doing this with the Sunview technician. Apparently, the miscommunication was between the Sunview Chief Estimator and their technician. PROBL #2: We cannot open one casement window to full range (found problem in July 2023; contacted Sunview in Jul 2023) The following summer the front window wouldn’t close smoothly when opened fully. The technician advised us not to open this window casement more than 35 degrees. Doing so would result in issues, such as being unable to close it smoothly and may also sag. However, during the final measurements, I asked Sunview’s technician if the size of the casement window would cause any problems. I mentioned I wanted the casement window to be able to open fully in order to let air in during the summer. He reassured me there would be zero issues.

  Business Response

  Date: 03/01/2024

  Sorry about that, we never received a notification in December regarding this complaint.

  I will supply her contract to prove she ordered her new window as 68". She assumed window size meant glass size but this has never been the case. She signed an order for a 68" window and that is what we installed. We cant have any way of knowing that in her head she thought she was ordering 68" of glass which would be a 72" window. We've never once in history put glass sizes on any of our quotes or contracts. There would be no logical reason for her to make this assumption. Even if we would have known at the time that she meant "glass size" 72" is over max size and would not be possible to make.
  

  We offered to order her a new window at cost price but so far she has declined. We can't make it 72" but I could make a split with an awning at the top. We explained this to her MANY times but she's not accepting it.
  

  Customer Answer

  Date: 03/01/2024

  
  Complaint: 21031340
  
  I am rejecting this response because:

  there were 2 issues here (height of the glass, and not being able to open the window fully). I showed their technician the height (68") of the glass I wanted with a tape measure so he should have added the allowance they need as I don't have any idea how much they need for that. And I can't open the window fully without causing sagging issues. All of these were explained in our back and forth emails with the estimator. Yes, I signed the contract when I saw the 68" there for reasons I already explained. 

  I didn't reject the possible solution (to replace an existing fixed window in the same room) with one that we can open (so that I can leave the big window closed most of the time during summer). The last email was from me to them asking for a quote. 

  Please send me a quote together with a drawing showing measurements of the whole window (opening and fixed part). I don't understand what part is the 18" you mentioned so please show it in the drawing. Same height as the big window. Thanks 

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

  Business Response

  Date: 04/01/2024

  Ok no problem. I did send a quote already but we were having some problems with emails being delivered so I will send it again. I’ll do that this evening if I can find my copy here. If I can’t find it, I’ll make a new one ASAP

  Customer Answer

  Date: 11/01/2024

  
  Complaint: 21031340
  
  I am rejecting this response because:

  I got the quotes for various sizes, which seem a bit high, and I noticed that your price for cutting the window down is now $400, which I believe was $300 before or a little over $300, but definitely not $300. Looking forward to a better price so we can resolve this. 

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

  Business Response

  Date: 19/01/2024

  Hi ******,

   

  perhaps you’re comparing to prices pre-Covid which were about 50% lower. 
  

  Please remember we’re not making any profit off this quote. We gave you normal retail price what it would cost a normal person but then I quoted you the price you pay which is cost price. That means it’s not marked up at all. It’s just the price to cover our expenses. 

  Customer Answer

  Date: 24/01/2024

  
  Complaint: 21031340
  
  Hi I would like to go ahead with the 54" glass (you had already provided a quote for this size 54W x 62H) and would like to have the window installation done before summer. Would you be able to offer the same payment plan like before?

  Please send me the drawing for 2/3 fixed and 1/3 casement.

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

  Business Response

  Date: 24/01/2024

  Ok no problem. I can’t send it in here so please let’s talk through email. Watch your email for the drawing and just send back a signed copy when you’re ready to proceed. We can do a50% deposit and then balance after install 

  Customer Answer

  Date: 02/02/2024

  
  Complaint: 21031340
  
  I'll send you the width of the casement next week then we'll finalize the contract. Thanks 
  
  Sincerely,
  
  ****** *******

  Business Response

  Date: 06/02/2024

  Ok sounds good, we will wait to hear from you 

  Customer Answer

  Date: 16/02/2024

  
  Complaint: 21031340
  
  Hi. I've emailed you the width of the window to be replaced (width to be confirmed during final measurements by Sunview). Glass height 52"-53" is fine. Price had been negotiated via email communications. Waiting for the document to be signed. Thanks 
  
  Sincerely,

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

• Initial Complaint

  Date:29/06/2023

  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.

  Date of transaction: Contract 1 is dated June 16, 2022 and revised contract is dated August 25, 2022. We have paid for $ 21,438.75 thus far. There is a balance of $6438.75. We have paid 2 of 3 payments. In past dealings with this company, the final payment was due after successful completion of the job. We do not want to pay this balance until we receive the proper-sized door (36 inches) and window as per contract. The way the business is trying to resolve the dispute is by asking us to pay for half of the new door (and hardware, installation, shipping, etc) that was supposed to be ordered in addition to the final balance. According to email communication, the new door is less than the cost of the current door (32 inches) installed. 8200$ is the current door (and associated costs). The new door is $6520 (including associated costs). We do not feel we should pay to get the correct door, which happens to be cheaper as well. The PO number for the revised (most recent) contract is ****.

  Business Response

  Date: 05/07/2023

  Going back to May of 2022 we estimated window and door installation for ******* and ******. A 36" Canadian slab was discussed at this time and a deposit of $7,500 was paid on June 27th . However it was determined the Canadian product would not be possible with the custom  height and width they had. ******* visited the showroom later that month and met with ****** **** ******, she confirmed a European aluminum door split evenly in the center at a price of $8200. The opening is simply not wide enough to have both a 36" operating portion AND an equal split. The opening after final measure in June is 72" instead of 75" wide. The final sketch (see attached) given to ******* shows these measurements clearly.She had said she will discuss with ****** and get back to us.

  Late August they contacted ****** (original estimator) and said to proceed with the chosen door and the order was placed. Their items arrived in winter but we waited until spring to install for them. They were happy with everything and allowed us to install everything. They did complain about a gray exterior trim around the door and we came out two weeks later to replace with black. ******* did mention at that time that her husband was hoping for a 36" slab but she was happy with the door we put in. Everything is a beautiful even split and it's my professional opinion that an offset door would throw the balance of the design off (see photo).
  

  About one month later they contacted us to ask how much it would cost to remake the door with a 36" slab. We provided a cost price of $6520 (the retail price is still $8200, its not a cheaper door as stated in the complaint). To clarify it does not happen to be cheaper, we just were offering to to the same door at zero profit.

  They did not want to pay for a second door and we went back and forth for some time. The most recent offer we made was that we would pay half of the new door ourselves. This means they still have to pay the balance from the original door (never paid) plus an additional $3500for a new door. We would take back the other door and try to sell it to recoup losses (almost impossible because of the odd size). So basically they would get a second $8200 door for only $3500.

  We always follow our clients needs and try to make them happy so even though we feel this was mostly a mistake from their side, we wanted to make them happy so we were willing to take a huge loss to avoid hard feelings. We also offered them a discount if they wanted to keep their original door.
  

  At this point we still haven't been paid for the original door. We're simply asking to be paid on the agreed amount and are willing to find a fair solution for both parties.

  Sunview Team
  

   

   

  Customer Answer

  Date: 07/07/2023

  
  Complaint: 20255244
  We are rejecting this response. 
  Below are the counter arguments to the company’s initial response.

  Had the original salesperson been present, as planned, on the date of the visit to the Sunview showroom, we expect he would have returnees to the original contract he drew up and needs of the client he was aware of and reminded the owner of the importance of the 36” door, discussed with ****** at the time of estimate. At the time of estimate, ****** had thought of the concern for symmetry and had proposed the idea of two sidelights on either side of the door. We would have liked this idea, but then we all decided this could not be done since we wanted a 36 inch door. Thus, the contract was drawn up with this primary consideration.

  At the meeting in July, the sketch shown does show an equal split; however, nowhere on the design are there the numbers 32” or change from 36 to 32, which would be important cues to people who do not specialize in construction. 

  ******* may have confirmed a “European aluminum door” but given the amount of time that has passed there is no way of confirming that the 32” was explained and accepted since a new paper trail or contract was not drawn up. It seems only reasonable that a company that deals with long-term*,  costly projects and especially in the case of a significant change from original plan, a new contract or at least some document, be sent out to confirm with customers and ensure common understanding between client and business. 
  *longterm: approximately 10 months for entire project in this case

  Again, had the original salesperson been present at the July showroom meeting, he likely would have took the perspective of his clients and mentioned the importance of the 36 door for his clients. 
  

  Late August, our salesperson asked if we wanted to proceed. Proceed with what? With a contract and original need of 36 door or an informal conversation during which the salesperson knowing our needs was not present? 
  We did allow the company to work on the installation (many windows and two doors). The installers were great. They were on time and were detail-oriented. Before the installers left, ******* asked the installers if the door was 36” since it looked like 32”. The installers suggested we talk to our salesperson. Thus is what we did. 
  Friday April 14, our salesperson answered ******’s email about the things that needed to be looked at, including the door. Our salesperson came Monday April 17 to look at the deficiencies/problems, especially the incorrect front door and the small window that we could not open easily since the handle was too high. The other difficulty with the door was that we were not told that the door would lock behind us and that we would need to have a key to open it; there is no magnetic latch if you step out for a minute and you need to leave the door ajar. For such an expensive door, we had hoped it would not have been so inconvenient. Our salesperson had not counted on the door lock being like that nor had he thought the window would be so inconvenient. We are disappointed with the fact that some of us need a chair to open and close the window. 

  We did not complain about the mismatched trim. Our salesperson noticed this when he came. We are glad he did. It looks much better now.  It is correct to say that everything is a beautiful split but it was of more importance for us to have a large opening for ease of movement of large materials. 
  The company originally recognized an error made with email threads and looked for a compromise. Since April 17, we have been in negotiations. 
  When we asked about a difference in price between the door in the contract and the door the company should order to fix the error, we never had an explanation for the difference. We now see in the company response that thus is due to a hefty 1680$ markup in price. 
  The company is correct in stating that we do not want to pay for a door that is beautiful, but not what we wanted from the start (a door large enough to move objects through with ease). 

  We agree that the company should “follow the clients’ needs” and also install what was needed.  
  We still have to pay because we have not received the goods we wanted. We have paid two installments which cover the windows, the second door and part of the incorrect door.

  The company  believed it was reasonable for us to pay for all of an incorrect door and half of the correct door. At one point they offered to return the cost of the 32 inch door that they would hope to sell in  their showroom. It seems like they believe this would be “almost impossible” because of the odd size. If it were impossible, why then would this be offered to clients as part of a “deal”? We view the error from a different perspective.At the time of the visit from the salesperson, we got the impression they also viewed that the error was mostly on their side. To avoid hard feelings and a gesture of goodwill, we had suggested, despite getting a door that did not correspond to our needs or the contract order, we would not ask for the doors to be swapped at no charge to us. We asked the company to calculate the costs to them associated with making the change in doors. We felt is was generous to offer paying for the install costs.
  To come to an agreement, we offer again to pay for a portion of the error, that is 1000$, which corresponds to slightly more than the install costs quoted (800$). 

  Sincerely,
  
  ******* And ****** ******** - *********

  Business Response

  Date: 19/07/2023

  I'm not sure what else to offer. The measurements are clearly marked on the approved sheet. If they don't want to accept a discount for a new door, the balance on our contract still has to be paid. We can't refuse to pay the manufacture, shipping and install costs so we need to collect the balance due. We offered a discount on a new door but it wasn't accepted so what else can we do? Unfortunately the next step will have to be legal action so we can collect the funds we're owed.

  We're still willing to order them a new door, but the original door still has to be paid either way. New door was offered not at retail or even cost price. We had offered to pay 50% of the new door if they really wanted it. We're talking about a very expensive door for only 2" difference. We will do it if they want to pay but really doesn't make sense to us. We really feel taken advantage of here, because we did our part to tell them what they're getting. They only started to argue after the door is already installed.

  We also agreed to replace the lock they don't like free of charge. We've already submitted photos to them. I don't understand why they're acting like we refused to resolve this for them.
  

  Can a mediator be assigned to this file once their bill is paid in full?
  

  Customer Answer

  Date: 24/07/2023

  
  Complaint: 20255244
  
  Hello,

  The final balance we need to pay is essentially the cost of the door. We have paid the first two installments. 

  A customer should not finish paying for a job that is not completed according to the written contract.

  Can a mediator be assigned so we can complete the job and then pay a final balance?

  Sincerely,
  
  ******* And ****** ******** - *********