Bruce in Toronto

My project was simple, replace six faux windows (thin double pane windows with a black background that back onto the plywood of the house shell) on the front of my house last July 2022. After their assessment and quote, we proceeded with changing the windows. After many visits and many issues with wrong size replacement windows, leaving the window opening with no window for weeks, windows cracking during installation, wrong number of internal dividers and windows breaking during transit, what I thought were the final windows, were installed in February 2023 and they were paid in full. A month later in April 2023 when we had a warm spell of about 20C weather, I noticed a few of the windows had cracks in them. After numerous calls and text messages I finally got their technical lead out to have a look. What I thought were two cracked windows, turned out to be all four of the windows at the top of my house were cracked. They were trying to blame the PVC frame that holds the windows in place, saying it wasnt strong enough or was crooked. Im not sure I buy that explanation as the original windows (very similar to what they put in but original was a single piece of glass with a cavity and then a back piece that was a black panel) were there for 10 years never cracked. It almost sounds like their replacement windows were a bit too big and when installed at -8C, were under pressure in the frame and when it got to 20C, the thermal expansion put more pressure on the windows and hence the cracks. Now eleven months later and after numerous windows (12 and counting), the project is still not complete. It is really frustrating dealing with this company as phone calls and text messages go unanswered for days, sometime even weeks and sometimes they dont even return my call. When they say someone from my office will call and setup an appointment, you wont hear from them for weeks until you call them. To make matters worse they posted pictures of my house with the windows without permission, and they included my wifes car in the picture showing her license plate. As a business owner myself, we always ask for permission from a client before we post anything about a project, and we definitely dont include any personal information. In summary, not a very professional organization, dont stand behind their products and god help you if you have an issue with their products.