Durabuilt Windows & Doors

Do not deal with this company. I would leave zero stars if possible. I ordered two exterior doors back on October of 2021. I was told I would receive them in 12 weeks at the most. I arranged for them to be stained 16 weeks after I ordered them to allow for delays and I had a quote for installation and had it booked for another 6 weeks after the staining would be completed. My doors never arrived until middle of July 2022 despite several attempts to communicate with them and get information about my doors. I was informed that I would not be charged the full purchase price as compensation for the delays but they still charged the total amount before they delivered them without informing me. When they finally arrived, they were left outside my home with no communication even though they knew I was at home for the delivery. There repeated delays ended up costing me more than the purchase price for the doors to get them stained and installed after the fact. When I was able to get a hold of someone to deal with the issues I was originally informed I would be refunded 25% off the purchase price and this was later reduced to about 7% for no reason. Now I cannot even get someone to respond to me. Just do yourself a favor and deal with another company. They do not stand by their products, service or promises.

Our experience with Durabuilt was mixed we had to go through a lot of people in order to get the job completed it was a lot of back and fourth which was extremely frustrating but once the right people got involved the issue was resolved.

We did want to say that the crew that came to replace the windows Bozho, Danny, Rendel and Adrian were awesome! Bozho and his crew work amazing and efficiently together! We also want to add that Bozho is awesomely awesome and he made this process a lot less stressful that we expected and he made sure to leave our home clean. I highly recommend more than 10/10 if anyone needs to get any work done by Durabuilt make sure to specifically ask for BOZHO you will not be disappointed!

Durabuilt supplied windows for our new house built through Crimson home. There were windows lost their seals just within 1 year after we occupied the new house. During 2.5 years 9 of 16 windows lost seals. They charged all repairs labors on us because it was over 2 year warranty. How could we ask them to repair the windows in 2020 and 2021 at COVID pandemic?!

Harvey in no way did I ever think you were rude or say you were rude.

What I am trying to get across to you and anyone else is customer service doesnt run the way you think.  It looks like and (I am not saying it is ) that once the customer pays for the product to Durabuilt it becomes nobodys responsibility to keep that customer updated , it becomes the customer responsibility to look after his own order. Some way I would think that when the order goes to the scheduler, or person who does the ETAS should have to send email to customer with an ETA.  The customers Email should be on the paperwork It seems to me you are contradicting yourself as you say we can phone you and get a ETA but you cant email one to us unless we phone you very strange way of showing customer service.
 
Marge 

Sent from my iPad

On Jul 6, 2022, at 2:16 PM, Harvey Almazan <harveya@durabuiltwindows.com> wrote:

Hello Margorie,
 
My apologies if it seems the way I typed might be rude or unpleasant on your end. Im no way intend to be rude or be hard on any of my customer. As much as I can I would give information to my customer that hey require. What I meant to say is, once we order the product the paperwork goes to our scheduling team. Now, I dont have that anymore I wont be able to check that and same as to my other customers. I forgot to say or include this to my email but I meant that if ever you want an update you call me on my direct phone as I wouldnt be able to update as I dont have the paper work anymore and the schedulers have it. They check ETAs weekly and they wouldnt be able to phone customer not until they have the product. window glass are made to order as those are based off of the window size. Window glass cannot be in stock as every single window has different sizes. Feel free to phone  me anytime between 8am to 5pm if you wanted to get an update.
 
Thanks!
 
From: Margorie Schulmeister <margschul@icloud.com>
Sent: Wednesday, July 6, 2022 1:09 PM
To: Harvey Almazan <harveya@durabuiltwindows.com>
Cc: Ted <omaopa2@shaw.ca>
Subject: Re: [External] Re: Order Confirmation for 291729
 
This email you sent maybe makes good customer service to you but to the person that ordered the windows it means diddly squat.  We dont know you dont have the product in stock, and if your statement is true which I question as I did the customer service thing for 42 years at one place and if we did not keep the customer updated we would be out on our behind kicking horse puckies for a living .  So your saying that Durabuilt runs his business this way tell the customer nothing and when he gets the product he ordered he should be happy and recommend them to other people, some how I do not believe that. We could of waited possibly 3 months and still should of been been happy?
 
As I said I love durabuilt product and I believe they are a better company than you are making them out to be.  Hope this is a lesson well learned on your part, 2 things to remember be pleasant to all customers and keep them every few days updated if the product is not in stock until their order is delivered and they are happy.

Margie 
Sent from my iPad

On Jul 5, 2022, at 8:29 AM, Harvey Almazan <harveya@durabuiltwindows.com> wrote:

Hello Margorie,
 
When Ted came in last time and paid, I told him that your Paperwork will be forwarded to our scheduling team. Not until we have the product, they wont be able to give you guys an update yet. We want to make sure that before we contact you, we have the product on hand. We wont give weekly update as we are just waiting for the product.i told Ted It will be 10-14 business days from the day he paid.
 
Thanks!
 
From: Margorie Schulmeister <margschul@icloud.com>
Sent: Monday, July 4, 2022 12:07 PM
To: Harvey Almazan <harveya@durabuiltwindows.com>
Cc: Ted <omaopa2@shaw.ca>
Subject: Re: [External] Re: Order Confirmation for 291729
 
Harvey any idea when we will get our windows ? would be nice if I didnt always have to be the one asking for updates. I was is customer service for 42 years with a oil company business and I never ever didnt keep our customers that I took their requests from  with updated deliveries, cost, delays in deliveries. I thought all companies do that.
Please advise so I can make sure my husband is home at the time.
 
Margie 
Sent from my iPad

On Jun 16, 2022, at 8:39 AM, Harvey Almazan <harveya@durabuiltwindows.com> wrote:

Hello Margorie,
 
That I dont really have control. If it didnt print not much I can do. Thats why we use email nowadays as it is more secure. Durabuilt South side is open Saturdays 10am-4pm only. Address is 8605 Argyll road NW.  you can advise here the fax number you used so that we can send a complain to our IT department on why it never print.
 
Thanks!
 
From: Margorie Schulmeister <margschul@icloud.com>
Sent: Thursday, June 16, 2022 8:35 AM
To: Harvey Almazan <harveya@durabuiltwindows.com>
Cc: Ted <omaopa2@shaw.ca>
Subject: Re: [External] Re: Order Confirmation for 291729
 
It would be nice if you gave us the south side store address  I am not very happy with service we have confirmation it went through and there was a cover page with it. We will go to south side store on Saturday if they are open?  Please advise 
Margie 

Sent from my iPad

On Jun 16, 2022, at 8:18 AM, Harvey Almazan <harveya@durabuiltwindows.com> wrote:

Hello Margorie,
 
I tried asking all the staff thats using our Fax machine, they have not encountered your paperwork. You could give me it to me over the Email or Pay in one of our Durabuilt office. We have one in South Edmonton and one here in West end. No one will charge your credit card other than me. Please remember that Fax is not advisable for payment method.
 
Thanks!
 
From: Margorie Schulmeister <margschul@icloud.com>
Sent: Wednesday, June 15, 2022 4:54 PM
To: Harvey Almazan <harveya@durabuiltwindows.com>
Cc: Ted <omaopa2@shaw.ca>
Subject: Re: [External] Re: Order Confirmation for 291729
 
Harvey this was sent by fax to you with a cover page att Harvey Almazan it was sent on Saturday and you emailed me Monday and said you were working from home and would pick it up Tuesday and confirm you got it but I did not hear from you so today I decided to ask again and now youre saying you went to the fax and nothing is there. I would hope it wouldnt lay on the fax for 5 days and nobody doesnt anything with it.
Someone in your office has it as we have confirmation it went through Also I have no way of scanning it and then emailing back. 
Please check and advise as our credit card information is on that paperwork.
 
Margie 
Sent from my iPad

On Jun 15, 2022, at 2:19 PM, Harvey Almazan <harveya@durabuiltwindows.com> wrote:

Hello Margorie,
 
I went to our fax machine. Its not there. Would you be able to just scan and email it instead? Email is better in terms of sending files.
 
Thanks!
 
From: Margorie Schulmeister <margschul@icloud.com>
Sent: Wednesday, June 15, 2022 1:42 PM
To: Harvey Almazan <harveya@durabuiltwindows.com>
Cc: Ted <omaopa2@shaw.ca>
Subject: Re: [External] Re: Order Confirmation for 291729
 
Harvey would you please confirm this like you said you would 
Thanks Margie 

Sent from my iPad

On Jun 13, 2022, at 2:09 PM, Harvey Almazan <harveya@durabuiltwindows.com> wrote:

Hello Margorie,
 
I will check tomorrow as I dont get the fax directly. Im working from home today. I will let you know tomorrow.
 
Thanks!
 
From: Margorie Schulmeister <margschul@icloud.com>
Sent: Saturday, June 11, 2022 3:09 PM
To: Harvey Almazan <harveya@durabuiltwindows.com>
Cc: Ted <omaopa2@shaw.ca>
Subject: Re: [External] Re: Order Confirmation for 291729
 
Hi Harvey please confirm by return email that you have received our order for Quote #3487 we signed and returned by fax to you today Saturday June 11,2022
 
Thanks
Margie 

Sent from my iPad

On Jun 7, 2022, at 4:44 PM, Harvey Almazan <harveya@durabuiltwindows.com> wrote:

Hello Margorie,
 
Please see attached revised quote.
 
Thanks!
 
From: Margorie Schulmeister <margschul@icloud.com>
Sent: Tuesday, June 7, 2022 12:08 PM
To: Harvey Almazan <harveya@durabuiltwindows.com>
Cc: Ted <omaopa2@shaw.ca>
Subject: [External] Re: Order Confirmation for 291729
 
The triple glaze is Not Low E     
 
The other 2 are low E. 
 
As per writing under pictures sent 

Sent from my iPad

On Jun 7, 2022, at 12:02 PM, Harvey Almazan <harveya@durabuiltwindows.com> wrote:

Hello Margorie,
 
Please see attached revised quote. 1 glass is triple and 2 are dual correct? All have low-e coating.
 
Thanks!
 
From: Margorie Schulmeister <margschul@icloud.com>
Sent: Tuesday, June 7, 2022 11:58 AM
To: Harvey Almazan <harveya@durabuiltwindows.com>
Cc: Ted <omaopa2@shaw.ca>
Subject: [External]
 
 

<image001.jpg>
This window is 2 across and 5 down and is low E

Sent from my iPad.l
<ORDER # Q #3487_291729.pdf>
<ORDER # Q #3487_291729.pdf>

This winter snow came through the deadbolt plate and handle; as well as the bottom. These doors are not designed for our winters.

The project was to replace all the original windows of a bungalow built in 1958. We met with three window companies for quotes. We decided to go with Durabuilt based on the quality of the product that we saw in the Edmonton showroom and the exceptional customer service and helpful advice from sales consultant Laura. The installation went smoothly with Sergiu and David. They were very professional and a pleasure to work with. The post-installation clean up was thorough. We are pleased with the final product.

Durabuilt windows and doors are an INFERIOR Product that are useless for an Alberta Winter. I replaced all my house windows & doors with Durabuilt and have had ice build up on every single window and both doors since the installation 2 years ago. Their Customer Service is non- existent and prefer to ignore customers! Check photos to see how & where ice is built up. This occurs at -15 deg and is way worse at -30’s. NEVER INSTALL Durabuilt!!!

Hired durabuilt to install all new windows in my house in may, 2019. Two weeks ago tried to open a window and two pieces fell out. A plastic clip and a metal spring of some sort. Called the company who set up a appointment date. Two gentlemen by the names of Sandeep, and Sonny showed up fixed the window and even gave me a few tips on maintaining them also. Excellent work in a timely manner and of course where wearing there face masks and we’re extremely courteous. Thank you Durabuilt

Needed to get a window repair done on my durabuilt windows. Durabuilt charges for service appointments prior to scheduling so. When I asked the guy for a confirmation number since I paid with my CC he said I would get an email to confirm the payment, yet to receive this email, (yes I checked Junk mail). I took a half day off work for a service appointment which they give a FOUR hour window for 8am-12. Waited the duration without anyone calling or showing. Received a call at 12:03 from the service person saying they're running a bit behind schedule as he's stuck
doing an estimate. After I told him I won't be able to do
the appointment anymore because I have work response was are you able to do it later in the day or get someone else to be at the house (I just lost 4hrs of pay). He then went on to say the office will call me for a rebook. So here's to another half day without pay, thanks durabuilt.
This is poor customer service especially when you make your services mandatory pay up front with such a large time frame to wait and yet fail to make that time.

Durabuilt Windows & Doors Inc replaced all our windows and patio doors fifteen years ago (Sept 2006). Over the past ten years we have had to replace the sealed units in eleven of our twelve windows (for a total of thirteen out of sixteen) and one patio door. My concern is, with regard to their product, the lack of quality control. One’s windows should last more than five, or ten years, in fact, I would think over fifteen years. Although their fifteen-year warranty covered some of the replacement costs; I had to cover the labour costs – more than $3500 over that period. Although I am not impressed with their product, i.e., sealed units, I was impressed with Durabuilt’s Service and Installation personnel – they are and were professional and courteous in all respects.