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:12/12/2024

  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.

  This matter needs to be looked at closely, i decided to do business with this company based on the BBB-certificate and endorsement on their website , the sales man came in did the measurements and setup a day to do the installation of new 10 Windows in my house, upon installation there were so many flaws, first, most of the window were not fitted the way it should be, short and a bit smaller and the major issue with 3 windows that needs to be retrofitted but wasn't also fitted and insulated properly, called on the sales man to come down to look at what happening refuse to show up and asked me to finish the installation for now and later on deal with the issues, and when i told him the windows measurements are not right he started making excuses that the house is settled?, since i was leaving the province on personal matter and he will call me in two weeks time, i agreed to do so but he never followed up with me upon my return.Two weeks later when i came back i tried to contact the owner, sent 4 emails and phone calls to his office, reciprocated and sole these issues, there was no response from him at all. Iam frustrated how to go and resolve this issue. My windows has issues with inadequate installation, insulation, sizes bit smaller and covered up with wood and plastic to cover up the issues, and one of the windows has a cut on the glass not deep but it would make it week over time, not to mention some of the damages to my walls upon moving the windows inside the house for installation and some of the dirt left behind, I have pictures of these problems, i attached some of them so the owner can see them and connect with me, BUT MEVER DID. I ask you kindly to help resolve this matter .Regards ******* ****

  

  Business Response

  Date: 20/12/2024

  You have made the comment the windows were manufactured too small suggesting the salesman measured them wrong.
  The salesman has 34 years experience of knowing how to measure replacement windows properly. New windows are much thicker in depth than the old windows we replaced in your home. The new window is slightly down sized from the original window to allow the frame to come inside the construction further without disturbing the existing ***** and inside returns such as drywall or wood liners. To remove the existing returns and ***** is a cost that is not necessary for the consumer to pay for as it does not affect the energy efficiency or performance of the window or installation.
  
  The new windows were sized and ordered to fit inside the existing finishing,leaving an extra 3/4 of an inch between the window and the stud rough opening.This cavity is filled with low expansion foam insulation, caulked and sealed to new comb fascia wood trim outside. Having windows slightly smaller in size to fit inside an existing finished opening is the standard method to which all other window replacement companies follow as well. 
  
  We have attached a Best practices for Windows and Door Replacement in Wood frame buildings form the BC Housing, ************************ of BC and Fenestration and Glazing Industry Alliance details from there Manual.
  
  We stand by the sizes being correct with no issues with drafts or water penetration
  in the home.
  
  I understand your frustration with this situation, and I want to clarify our position on this matter. We installed the windows correctly based on the measurements provided and followed all standard procedures. The installation was completed as per the agreement,and we take pride in our work. However, it's important to note that issues related to settling or slight variations in measurements due to the structure of the house are beyond our control.

  Regarding the concerns you've raised such as the
  Window Fit and Size: The windows were ordered and manufactured to the specifications provided. Any discrepancy in size could be due to the house's settling, as mentioned by our salesperson, which is a natural occurrence over time.
  Installation and Insulation: Our team followed proper installation practices.If there are concerns about insulation, we would be happy to inspect and discuss potential solutions, though again, this may relate to the structure of the home.
  
  Damages and Cleanliness: We strive to maintain a clean working environment and minimize any damage during installation. If there were issues, we would appreciate the opportunity to inspect the site and address them.
  There was an issue with the trim we installed so our installers went as far as driving you and your wife to ********** to pick out a finishing trim that you were happy with. When we left your home you were both completely satisfied with the finished product/work.
  We value your business and want to ensure that any legitimate concerns are addressed. However, based on the installation and the information available, we do not see grounds for any sort of refund.

  
  Your windows were purchased under the CleanBC Income Qualified Program, where the government subsidized $9,500 towards the entire contract which translates to you effectively paying out of pocket $900 towards these windows. That being said, we are open to discussing possible solutions to ensure your satisfaction. Please let us know if you would like us to inspect the installation or discuss any further details.
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

  Customer Answer

  Date: 23/12/2024

   
  Complaint: 22678323
  
  I am rejecting this response because:

  the reality is different from what the company claiming, I have serious issues with my windows and lots of evidence to proof the inadequacy of work been done and the measurements are lack of professional work.

  i want to have this resolved with the company and bbb be the mediator in this case.

  i have attached some pictures and I have more to proof the bad workmanship and the damages to my property and inadequate work.
  
  Sincerely,
  
  ******* ****

  

  Business Response

  Date: 02/01/2025

  Once again we refer you back to the attached Best practices for Windows and Door Replacement in Wood frame buildings from the BC Housing, ************************ of BC and Fenestration and Glazing Industry Alliance details from their Manual.
  
  We stand by the sizes being correct with no issues with drafts or water penetration in the home.

  Again, after reviewing the situation, we believe the work we performed meets our standards and the industry standards, and all measurements were taken according to industry best practices. The windows were installed in accordance with the specifications provided and with attention to detail. While we understand that you may feel the outcome doesn't meet your expectations, we stand by the quality of the work completed

  Please be reminded that you and your wife were completely happy and satisfied when our installers left your home.

  I'm sure BBB would not mind you submitting what the final finished results looks like.

  We are committed to ensuring that all of our customers are satisfied.
  

  Customer Answer

  Date: 02/01/2025

   
  Complaint: 22678323
  
  I am rejecting this response because:

  it seems to be this business doesnt listen to clients, they brag about the work have done but the quality is far from what they claim they provided. When you do crapy job and bad insulation and covered it up with couple frames of wood of course it is going to look good, but what is under the cover is unacceptable work, short in measurements, lack of insulation and the red tape and the foam around the framing is the proof, I can attach couple finishing pictures, yes it looks ok and we chooses the framing VS what the framer wants to put on in the first place, but this is not the issue, the issue is with the wrong measurements and compensated with foam, woodships, and more wood to cover up the issue, also the lack of insulation and covered behind the wood, the framers took off most of my insulation was there and threw in the garbage without compensate for new one to make it more durable, not only that, red tape was put on with lack of wood panels under the vynel from outside to make it look like it is covered.

  at the end people trust you to do the job when they are at work or not around and or has no knowledge of what is happenings when the installer take off old window and replace with new one, the finishing work looks ok or good but the mess is under  the new installation and the clients dont see it, well you guys were NOT lucky when you did the crapy work on my house because I was there from start to finish, and when I complained to the sales person ****, I asked him to comedown and see what is happening HE REFUSED, and asked me to buckle everything up to the best it can be and he can visit in couple weeks,  but HE MEVER SHOES UP , FOLLOW UP OR EVEN CALL.

  iam not happy and lost of pictures to see where I can not upload to this portal. We need to sit face to face to solve this issue.

  regards
  
  Sincerely,
  
  ******* ****

  Customer Answer

  Date: 02/01/2025

  Problem uploading  pictures 

  I will send to you by email direct to you

   

  

  Business Response

  Date: 08/01/2025

  We have asked for pics of what the windows look like today NOT from when we were doing the replacement

  The finished product pics please.

  Customer Answer

  Date: 08/01/2025

   
  Complaint: 22678323
  
  I am rejecting this response because:

  more Pictures sent to ********, couldnt add it here. Pls forward pictures to the company I couldnt add here

  Good morning ********, I want to stress again on this matter, the major issues is not with final finish of the windows, the major issues is with the short of measurement and insulation, and the damages to my some walls (dented ) and also damages to the gutters. so I wont show in those pictures because they covered it up with plastic moulding around the windows.
  Below is the pictures you requested . There is one window in the living room is scratched  but it wont show is the pictures, I mightve sent the picture before with my finger pointed at, damages to my gutters , they never used the balance arms on their ladder, they put it directly on my gutters , and the silicone they have put in some areas coming off.
  

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

  

  Business Response

  Date: 17/01/2025

  Id like to assure you that we take all feedback seriously and are committed to resolving any issues.
  However, Id like to clarify a few points regarding the condition of the property and the efforts made during the installation:
  1) Pre-existing Flaws: As your home is an older structure, there were inherent flaws or irregularities that can affect installations, such as variations in wall alignment or existing damage that was not previously noticeable. While we strive to accommodate these factors during the installation process, sometimes these issues can contribute to challenges like the ones you've described.
  2) Use of Drop Sheets: Our team made every effort to protect your property during the installation by using drop sheets to prevent damage to floors and surrounding areas and using mittens at the ends of our ladders.
  3) Wall and Gutter Damage: Regarding the dent in your wall and the gutter damage, these appear to have been exacerbated by pre-existing conditions that were outside of our control. While we always try to handle the home with care, the lack of maintenance in some areas may have made them more susceptible to damage. We did notice that your current gutters appeared to be in poor condition in need of maintenance before we even started the project.
  We are more than willing to address the caulking touch *** to ensure that the final result meets your expectations.

  Customer Answer

  Date: 17/01/2025

   
  Complaint: 22678323
  
  I am rejecting this response because:
  This business is going around the serious issues they created and blaming the condition of my house and flaws they claim, I ask independent body to visit and view my property for any flaws they claim, my property is in excellent condition and I keep updating and upgrading as needed, as for the drops they used during the work, there were not enough and I had to give them 7 of my sheets to cover the floors, stairs and below windows. They cause damages to my walls during carrying the windows in (pictures sent) and more then welcome to physically check the damages, gutter been damaged because of the contractor laid their ladder on the gutter directly without using the gutters balance, garbage left behind, work with flaws done, wrong measurements for the new windows and covered up with plastic sheets and foam, insulation removed never put back and or compensated for new one, spaces were covered with tape instead flat sheets of wood and many issues.

  i will ask to settle my claim with written warranty as I was promised before the work was established and 2600$ compensation to get someone else to do the work they failed to do.

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

• Initial Complaint

  Date:30/01/2024

  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.

  I hired the company to install windows and doors at my residence. There were defects and deficiencies with front entrance doors they installed in January 2023. The doors had dents, deformities, warped dental step trim, cracking and chipped paint, and missing trim surrounding the window *****. Some of the trim also fell off as it would not stick to the door. At the time of installation in January 2023, I told their salesman *********************** that I do not accept these front entrance doors as they are poor quality and defective and I ordered brand door new doors free of defect. Once I made them aware that I did not want these doors, their salesmen named *********************** avoided dealing with me to resolve this issue for almost one year. From that point forward in January 2023, I emailed, phoned, texted, and left messages at their office for **** to respond to my messages regarding what they are going to resolve the issues with these defective doors. He did not respond to any of these communications. During this period, I also emailed their general manager ***** and he never responded to my emails. Finally, I decided to use another name in the hopes that I would finally be able to get a hold him and was successful in Nov 2023. When *********************** realized who I really was he started fumbling his words and could not provide me with an explanation as to why he was unable to respond to my numerous communications. He then told me that they could not longer order the same type of doors to replace my defective front entrance doors and then stated my file was with the general manager named ***** and the owner ******* for consideration. In Dec 2023, the general manager contacted me and stated they could not order the same type of doors to replace my defective doors and then offered to allow me to keep the defective doors without paying the remainder owed. In his exact words from his email to me "we are offering you to keep all the doors and not demand the balance owing of $4,677.00."

  

  Business Response

  Date: 31/01/2024

  It's rather simple. ************* is demanding a product that is unfortunately obsolete, therefore we have requested on our last email correspondence for the return of all the doors in their current condition for a full $3000 refund.
  

   

  
  

  Customer Answer

  Date: 01/02/2024

   
  Complaint: 21220869
  
  I am rejecting this response because:

  The company avoided dealing with the matter with the defective doors for almost year. Their salesman *********************** was informed that the doors had serious defects and would not be accepted by me after their installers completed the installation. This communication occurred right after the installation was complete and the in the presence of the door installers in January 2023. After that point, I never heard from *********************** again despite numerous emails, phone calls, and text messages for him to contact me and provide me with an update regarding the defective doors. As he was avoiding dealing with this issue, at some point, I also started cc ***** in my emails and he also did not respond to these communications. Finally, at  the end of Nov 2023, I was able to get a hold of *********************** who avoided dealing with me to date by calling the office and using a fake name. Once I got him on the phone and identified myself by my real name, he started stumbling on his words when I asked him why he had not responded to my numerous communications regarding the defective doors and he was unable to provide me with any explanation as to why he had not responded to those communications but did acknowledge that he was aware of them.  At this time, he informed me that the matter was before ***** and ******* for further consideration and that he would put "a bug in *****'s ear" to address the matter asap. However, after this communication, he never responded to any further communications from me when I asked for an update. At that point, I sent an email to **** demanding they return my deposit as they had failed to address the matter in a timely manner and did not complete the installation as agreed by installing three doors at my residence that were free of defect   At this point, almost a year later from the install, ***** informed me that their door manufacturer could no longer obtain these type of doors. If this is indeed the case and the door manufacturer can no longer obtain replacement doors , then that fact is a direct result of the time that they wasted (almost one year) avoiding me and failing to deal with this matter. It is their direct action that resulted in the extended delay even they were aware made aware on the door installation date the I would not accept the doors as they had serious defects. It was at this time in January 2023 when they should have ordered replacement doors that are free of defect but rather they chose to avoid dealing with the matter by deliberately not responding to any of my communications,. ***** is also misrepresenting his response to my complaint. I have on record that he stated that he would only return my original deposit if I returned all three doors, associated hardware, ledges, etc in the same condition as when they were installed knowing full well that this is an impossible because these items will be damaged when removed and replaced.  Moreover, it will take another 1-2 years to order new doors, have them shipped  and then have them installed and based on my experience thus far, I have zero confidence that ***** and Retrotek Windows would return my deposit at the time. Consequently, I do not accept their solution and want my original deposit of $3000 returned to me now as they have failed in every way to provide and install three doors free of defect at my residence. Once again, if the doors are no longer available, that is a problem that Retrotek Windows created by avoiding me for almost one year. I want my deposit returned to me now and no longer be strung along by this company. They have provided me with terrible customer service and a poor quality product that has numerous defects. What they should have done was work with me to resolve the matter at the time of install rather then avoiding for me almost a year . ****** original solution to this problem which I did not accept was to offer to allow me to keep the poor quality, defective doors for "free" as they put it. These doors are of terrible quality and no customer in their right mind would accept them at their house especially as the main doors to their residence These doors are missing trim on the window *****, had trim that fell off at time of install which the door installers took with them and said they would return with replacement pieces but never returned, cracking and chipped paint, dented, and they have deformed, dented and warped dental steps These doors look terrible and numerous visitors to my residence have commented on their defects.  

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

  

  Business Response

  Date: 01/02/2024

  We are not sure what more we can do for *************.

  As we have already clearly explained, Retro will refund the full $3000 , the amount ************* has requested, upon the return of all the doors.  

  If someone is not satisfied with a product purchased, should they not return it to the vendor for the refund?

  Customer Answer

  Date: 05/02/2024

   
  Complaint: 21220869
  
  I am rejecting this response because Retrotek failed to complete a contract by not installing three doors that are free of defect at my residence,  Moreover, they intentionally avoided addressing the matter related to the defective doors for almost a year and therefore in my view, have demonstrated themselves to be untrustworthy and unreliable.  I want my entire deposit returned to me now and am willing to contact Retrotek to arrange to pick up their doors once this these existing doors are replaced. I am unwilling to have them hold on to my deposit until this process is complete as they already know that it will take 1-2 year for new doors to be ordered, shipped and installed with another provider.  This is not a situation where I can have new doors installed in a couple of weeks and make arrangements to return their defective doors; this is going to take considerable time to complete and do not want to them holding on to my deposit for failing to complete a contract by selling and installing low quality and defective doors.  
  

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