Durabuilt Windows & Doors

Worst service ever!!We have been trying to get someone to show up for over a year!! Built our dream home and spent good money on supposedly best windows. Worst issue is our windows are fully frosted or condensation on them when humidity is 70% or over. Can't see out our windows till sun burns it off. Totally unacceptable! Happens almost half the month!!

Hello Durabuilt Support,

I would like this issue resolved before winter. I do not want freezing temperatures in this room again another year because of our broken window and being neglected by Durabuilt customer service. As shared on Google reviews, and other media platforms:

Had settlement cracks in my window. Discovered and reported in Summer 2020 to my builder. This was still within the builder warranty. They communicated to Durabuilt to come to fix this. Pictures attached of that. No frame damage there in the window crack images.

1. When they finally came, they brought a small window for the laundry room. They didn't even bring the right window. By the time they finally came it was the fall. I think November of 2020.

2. Before the crack we could open the window all the way. After "the repair" the frame was damaged all around the edges and we could no longer open the window. They damaged the frame of our window when they replaced the glass. See attachments that show we can't open window all the way and frame damage. The frame is damaged on at least 3 sides.

3. More calls, more tickets to get this fixed. Their technician came, finally Summer of 2021. They said to me verbatim: "This is heat damage. If was caused by Durabuilt when we replaced the glass. The technician would have had to heat the frame to get the glass out in the fall. The only other explanation is if the house was built by the builder in the winter, then it could have been a heat fan used to blow through the window during construction." When I asked if this was a warranty issue, or there was anything else this could have been they assured me it was a warranty issue. There wasn't anything else they could think of. The other possibility of course is defective material in the window, which would still be a warranty.

4. Our house was inspected when we took possession in June 2019. There was no damage to this window frame. Before the crack, we could open the window all the way, as there was no damage to the window frame. In the picture of the crack, the parts of the frame have no damage. After the glass was replaced the frame was damaged.
Therefore, Durabuilt damaged our window frame, whether by accident (or on purpose to get more money out of us).

5. Why do I say that? The technician said they would follow up with us about what needs to be done. We never received follow up. I have to put another ticket in through their website, and follow up by phone call.

6. When we followed up by phone they said they will have to look into this and get back to us. Very suspicious. There's a lot of paperwork on this. Why couldn't they look it up and immediately get back to us?

7. I had to follow up with builder and New Home Owners Warranty program, and follow up with Durabuilt again.

8. Then I got an email from Wanda now in fall of 2021 telling me the tech says it's heat damage from blinds. That they could "try" a hot glue repair for $105, and if that doesn't work it means replacing the whole frame. I would have to pay for the hot glue repair, and I would have to pay for a new frame. They are saying that I damaged the window with my blinds.
So, as you can see, things are not adding up. Why is the company changing the story and lying to me to try to get out of the damage they caused?

9. We don't put the blind down in this room. This happens to be the guest room and we don't have anyone staying in this room. We have no reason to put the blind down in this room, we open our windows for airflow when it's hot. When we have put blinds down in any other room of the house we leave room at the bottom of the window and put our air circulation on. This allows air to flow from the vents below the window up along the windows to prevent overheating. Unfortunately, it is impossible for blinds to have caused heat damage to this window. It was a good "try" to blame us for this damage, but there's no good evidence for it. The window was damaged by the installer, or the window material installed is defective.
Furthermore, when you look at the corner and edges of the frame it was not reinstalled properly.

10. As this is a warranty issue. As the damage to the frame of the window was caused by Durabuilt in the replacing of the glass. As I have been neglected and ignored as a customer for nearly a year. I do expect Durabuilt to fix this problem.

11. It would be great if we could avoid Durabuilt criminal charges of vandalism and a lawsuit for breach of warranty contract and incompetent craftsmanship.

Purchased 11 windows for $10,000 less than three years ago. Noticed was getting condensation in between the panes last fall in 5 of the windows. Contacted Durabuilt and they said since the warranty had expired four months ago (warranty apparently is two years on labour and 10 years on product) That I would have to pay a$1,000 charge to have the five windows replaced. they said I could find someone else to install them but after contacting a few contractors, no one would touch their windows. I wound up paying the charge and the installers were here for a total of 45 minutes.!!!! So over $1000 an hour Labour charge to replace a faulty product. Never again. save yourself the hassle and money and find a different manufacturer with a better warranty. I know I will

Absolutely terrible customer service. The sales consultant I've been working with put the wrong specs on my order form and foolishly I trusted that he did his job properly.

Now that I've received my $2,000 patio sliding door, Durabuilt won't do a thing to help solve the problem because "I had the chance to review and sign the contract and catch the error before the order"

Sorry Durabuilt, but if your salespeople can't take an order properly and then their solution is "Go sell it on Kijiji and then call me when you want to order a new one" that is just terrible customer service.

I highly do not recommend using Durabuilt Windows and Doors if you're doing a home renovation of any sort.

Also, the fact that they don't have reviews enabled on your Facebook page is very indicative of the quality of service they offer.

Would absolutely never recommend this company for windows, horrible work and horrible costumer service.
After 8 + visits to our home and they still can not order or get our window fixed. After we moved into our new build we constantly complained about one window and they kept having to come and do little fixes because they wouldn't replace it. This could've caused us mold issues and we've been loosing heat in our home over 3 years. When they finally agreed to fix it we noticed the other 2 windows that we never use had also failed and they said it was up to us to pay labour because we didn't tell them before...how can you have three windows fail in three years and put that on us. They didn't use a measuring tape so they ordered the wrong window, then when it came the plastic on the window didn't line up so now they have to order a new one. One worker seemed upset when he had to wear a mask in my home. In my opinion windows are cheaply made.

We used durabuilt through our builder and I am warning people never to use them as a company. We have been in our house for just over a year and they have come to our house over 8 times and still haven't fixed the two windows that need to be replaced. They have come without windows, with the wrong windows, windows that weren't the right size, not enough windows, windows that didn't match the rest of our houses windows and so on. They have even called us to book an appointment not realizing we already had one. They are highly disorganized and don't understand that people can't take off work to sit at home and wait for them to not have their windows replaced yet again.

This is a review in progress, and unfortunately we aren't out of the woods on this project yet.

We chose Durabuilt because we were impressed with the product and the quote was competitive, but be very careful -- if service, communication, reliability, and integrity matter to you then proceed with caution. Whatever cost savings you think you might have will be lost in terms of delays, wrong product, installing the wrong product, lack of communication and much more. You will end up paying way more in other construction delays and problems. Their own installation staff told us that it wasn't just our home, but a few others as well.

While we understand that errors happen, the way that errors are handled is completely unacceptable. You will be kept in the dark, confused, and very misled:

- Sales staff are unresponsive, unavailable, and unaccountable for errors. I had to show up IN PERSON at their office to get a response from their salesperson because he wasn't returning calls/texts/anything from our project manager.
- When product was going to be delayed yet again, the salesperson said that he didn't want to call our project manager to let him know because he was worried it wouldn't go well. So I had to explain to him about the importance of communication and it was his JOB .
- Sales staff did not inform us that they installed the windows with the INCORRECT window pane size and we only found out because we happened to be on site when their staff members were taking the windows out. No communication that they installed the wrong product.
- When I tried to call the salesperson, he could not reached AGAIN. So I called their office reception to locate him and the receptionist told me he was out of the office that day(Friday) and would not return till Tuesday. None of this information was on his voicemail nor was there an out of office reply. I asked if that was actually good customer service and he responded with "I was only gone for one day". SERIOUSLY?!?! So I asked "who looks after your clients when you are away if they have any questions or concerns?" SILENCE!

We understand that one offs and mistakes happen, but it's how a company responds, repairs, and reacts that matters.

We have screenshots and documentation of all of this (wrong deliveries, problematic product, lack of responses, site photos, etc, etc) and we would be happy to share.

We had Durabuilt put in when we bought the house 5 years ago. So I just went with Durabuilt again when I needed to put an egress window in the basement.
One of the selling points of Durabuilt over their competitors is that their egress window has a "built-in 1/2" drywall return for improved installation efficiencies". It's too bad the design of the in-swing window has to go above drywall return to lock in the hinge. So essentially the drywall return is a flawed design.
The very first time I opened the window, the hinge system tried to rip out of the frame. The southside store didn't want to deal with it, they even said to me that an egress window shouldn't be used like a regular window. And they said to call warranty line. Warranty said it wasn't covered because the window was sold as is. So I ended filing a claim with BBB. Head office contacted me and said yes it does have warranty and sent out a tech to repair the window (by screwing in a bigger screw to the hinge). So my most recent experience with them tells me that:
1. The design of some of their products is crap.
2. They sell products they don't believe in.
2. Nobody has any idea what they're doing anymore.
4. Quality has gone down hill.

If I could put a review in the negatives, I would.

We spent a lot of money with this company on 17 windows and 2 doors. The sills and jambs on some of the windows were scratched. Every screen had either paint damage and some were manufactured loose/crooked.

A service rep came out to survey our claim; his manager called a few days later to say they wanted to charge us $500.00 to repair windows that arrived damaged from their manufacturing facility. Naturally we are not going to pay this ridiculous fee.

So, here we sit...installation was complete June 27th and almost a month later we still have damaged windows and screens. We are also unable to order blinds to cover our very large windows for privacy and safety's sake.

I would not recommend buying any product from this irresponsible group of people.

Be careful, I ordered a custom window and right away there were problems with it when I got it home. The window was sticking shut because of 4 problems, screws where drilled in crooked and was rubbing on the cranking arm which caused it to stick on the top and bottom, in all there were 8 screws that were crooked. The top and bottom corners of the window were badly cut out which made a sharp point were it was rubbing the rubber gaskets. Also they glued 2 pieces of the frame that was not flush, this was about 1/8" off. With all these problems it tells me that they have no quality control at all in their shop. Will never order from them again. Thank goodness it was only 1 window, I have 21 more windows to replace.