pawswell in Ottawa

I would like to register a formal complaint against Verdun windows. My experience with them unfortunately has been a nightmare. While Verdun has formally acknowledged all the issues and apologized, they refuse to make any concessions to address the situation. I was hoping that through a number of subsequent emails, that Verdun would “make it right” as they indicated. To date ….other than acknowledgements, apologies and promises… Nothing has been offered by Verdon to arrive at a mutually acceptable agreement. A partial payment has been made contrary to the ticked paid box . While formally submitting this complaint with BBB , I did notice that I am not alone registering a complaint against Verdun…..there are 25 other complaints filed in the last 3 years with only 6 resolved in the last year !!! I don’t know about the specifics within Verdun .…whether they grew too fast or not….but what once was a reputable firm….in my case, has been a frustrating experience as Verdon has no concern of the impacts on their clients….and no apparent concern over their reputation in the community. In retrospect, I believe I made a mistake giving Verdun the contract. Had I gone with the other firm, I would be $2,000 richer….with a lot less grief !!! I advise others to think twice before entering into a contract with Verdun……which I believe is a total shame as it is a local firm, providing local jobs in the midst of a pandemic. History: Please let me provide you with a quick overview of my experience with Verdun Windows to date : Right after I signed my contract on July 30, 2020...I had a change of heart in terms of which credit card I had used for the down payment. I called the sales rep to make the change and left a voice mail. As I didn't receive a call back ...I had to call the office directly (the next day I believe) to make the change. After my second measurement, I was given two options as to how to have the windows installed. I chose to have my 60+ year old frames replaced. The sales rep (that I have never heard back from ) texted a number of times trying to persuade me from that decision. I finally had to ask to speak to the gentleman, who actually took the second measurement, accepted my decision. I still don't understand why the sales rep would get involved with installation details. My position has always been to have the windows installed before the cold weather sets in...(contract signed July 30, 2020). As such, I was somewhat concerned with a two day install scheduled for Nov 18 and 19, 2020.....at which time, 8 of the 11 windows were installed. A subsequent installation date for the remaining three windows was scheduled for Nov 27, 2020. Two of the three were installed, at which point, I was notified that the third window was incorrectly manufactured. I wasn't going to report this, but all things considered, I feel I do need to register this ...just to provide you with a fulsome picture of my Verdun experience: The clean up was NOT what I expected. Insulation and debris was left in my front garden as well as a large piece of sharp flashing left in my driveway, which I fortunately found before driving over it. In terms of cleaning the windows, the following morning after the install, I did notice that the new windows were certainly not properly cleaned (the team did clean them....but it was dark so not their fault )....but the end result is that I had to climb on a ladder and clean them the best I could. Due to the removal of the old windows, substantial damage was done to the wallboard which required significant repair on my part. I realize that I was responsible for the repair, but was surprised at the extent of the damage and in turn the level of repair. Subsequently, the installation for that third and last window, was scheduled for Dec. 14, 2020 at noon....only to be cancelled 30 minutes prior to the installation (11:30 AM)....of course, after I moved all the furniture. That cancellation was unbelievably due to the fact that the remanufactured replacement window was itself, incorrectly manufactured again….and no one noticed !! Now I am being asked, if I am available for the installation of that last window on Jan 27, 28 or 29th 2021 ...more than two months (69 days) after the original install date of Nov 18 & 19 !! Please understand that I chose Verdun Windows due to the fact it is a local firm, manufactures the product locally, thereby providing local employment (all that much more important during a pandemic) as well as their good reputation in the community. In addition, I had (have) a documented estimate for the replacement of the same windows for $2,000.00 less !! As it currently stands .....I honestly believe I made the wrong decision. In turn, I formally asked that this situation be escalated internally, so that a mutually acceptable resolution can be reached. Response from Verdun: Good day Mr. XXXXXX I would like to start by apologizing on everyone's behalf regarding your present experience. In terms of your concerns I can assure you that we are doing all we can in terms of logistics to complete the installation as soon as possible. I am sure you understand that our present workforce is only at 70% due to health restrictions with many of our employees. It saddens me to hear about the method of installation conflicts and it is always expected to have our representatives lead the project accompanied by our remeasure technicians to assist. In regards to the cleanup we sincerely apologize for leaving debris behind. Returning in January we will ensure to do the rounds and clean the windows. It also saddens me to hear we had to cancel your last appointment on the 14th. In some cases our scheduled days do not go as planned. We do appreciate your patience and understanding regarding this delay. At the present time our next available date remains on January 27th to return for the window. Thank you for making this installation possible.

My dealings with Scott were both professional and friendly. The work was completed safely, on time and am quite happy with the clean up. I was concerned with some large branches over the top of the house. He brought them down under total control with no damage to the house. I found Scott knowledgeable, fair and helpful. I most certainly would use him again and I would recommend him to friends and neighbours!