ComplaintsforSmartTech Window and Doors Inc.

• Initial Complaint

  05/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had 2 new exterior doors installed in 2022. The holes drilled in the doors for the latch/deadbolt did not line up with the holes in the door frame, so over the last year the door has split. On top of not being acceptable for brand new doors, this is also a safety concern as they could very easily be broken into at this point. After multiple emails and calls to the business, I found or sales persons phone number and sent him a text. Mid December 2023, they sent out a tech who slapped some wood putty in the split and said he would let "them" know. After not hearing from anyone for a few weeks, I sent a text to the technician on January 12th with no response. I continued to call the business with no luck. **** **** ** *** **** ** ***** ******* ** ***** ******** ** *** ****** **** ** *****. February 1st I sent another text to the salesperson with photos of the door. I also reiterated this is a safety issue. The sales consultant read my text but did not respond.

  

  Business response

  06/02/2024

  We successfully installed the doors initially, and at that time, the clients did not express any concerns. Unfortunately, we are unclear about any modifications made subsequently or the root cause of the reported issues. Despite our efforts to address the matter by dispatching inspection and installation teams, it appears that a resolution may not be attainable without replacing the slab. Regrettably, there seems to be no alternative solution, and we have explored all possible options to the best of our abilities. In order to rectify the situation, acquiring a new slab is imperative. We sincerely regret any inconvenience this may cause and appreciate your understanding in this matter.

  Customer response

  06/02/2024

   
  Complaint: ********
  
  I am rejecting this response because: There have been no modifications made to the door on our end. The door was incorrectly installed and from normal, repeated use (as normally happens with a front entry door) the door has split. 

  As the door comes with a 25 year warranty, we'd be happy to accept a replacement door. 

  Sincerely,
  
  Jenna *******

  

  Business response

  07/02/2024

  The inspections we conducted indicate that there were no issues with the installation process. Our assumption is that the problem with the door may have been self-inflicted. Regrettably, such circumstances are not covered by the warranty. While we are more than willing to assist by replacing the slab, it's important to note that the cost of purchasing the new slab will need to be borne by you. We appreciate your understanding in this matter and are committed to finding a suitable resolution.
  

  Customer response

  07/02/2024

   
  Complaint: ********  
  I am rejecting this response because:

  How could the splitting of a steel door be self inflected?? The doors have a lifetime warranty, which was reiterated when we handed over our cheque, so we would expect the business to uphold that.
  
  Sincerely,
  
  Jenna *******

• Initial Complaint

  18/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  A window and door install at our cottage in December of 2022. The wrong door was installed. Pictures sent to the salesman at the time. He agreed it was ugly and not to the standard for the company. Promised it would be replaced within weeks. The installers damaged the hard wood floors during the install. The flooring needs to be replaced. The salesman promised the floors would be replaced. Since the install, I have texted and called every week to 2 weeks, each time being told its either been ordered or that someone will call me back. no one ever calls me back. I am continually being fed a line that I will be contacted or emailed within a few days but it never happens. Its now been 4 months, and we are no closer to solving this than we were the day the installers made the mistakes they did. Winter has gone and with warm weather, we can now see the window install was also botched, with well over an inch of clear silicone on each side of the windows - either measured wrong, or cut too big, either way its beyond acceptable workmanship for a ************** company. Out of pure frustration I am lodging this complaint to attempt to force their hand to deal with me and to fulfill their broken promises. Replace the door as promised. Replace my flooring as promised. Address the install job of the windows. ***** **** ***** ******

  

  Business response

  03/05/2023

  We at SmartTech  are committed to providing high-quality products and services to our customers. We were sorry to hear that a customer had a negative experience with our company 
  
  
  Our goal is to ensure that all of our customers are completely satisfied with their experience with us, and we take all customer complaints seriously. We are actively working to resolve the issues that you have brought to our attention.
  
  
  Please rest assured that we are taking all necessary steps to address your concerns and ensure that you receive the best possible service from our company. We value your business and appreciate your feedback as it helps us to continually improve our services.
  
  
  Thank you for your understanding and patience as we work to resolve this matter. If you have any further questions or concerns, please do not hesitate to reach out to us directly.
  
  
  Sincerely,

• Initial Complaint

  16/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  May 24 2022 Andrew came and we made order. Sent deposit on June 29/22 Sergio came and measured and signed install date for August 15/22 Called and messaged Andrew thereafter on August 13, 27, 30th and no answer at all to his phone or on their website. August 30 sent cancellation through text, mail no answer. October 28th Sergio calls ready to install, I refused install as per no communication from them and past installation date. Andrew calls, says he didn't receive anything, I informed him of my right to cancel, he then called 3x after I told him to discontinue. Suddenly gets my text messages! Now sent threat of legal action, We once again sent letters of cancellation this time as well registered. Section 13 says within one year of contract date if didnt recieve goods within 30 days of date stated. Which we did not. Continually disappointed with this business and their failure to conduct proper business. **** **** *** ***** ******* ** *****

  

  Business response

  16/11/2022

  Hi unfortunately due to delays in supply chain ,some orders take longer than usual.
  Customer never try to contact with us for any updates  or order status.  Customer called is and, informed that he is not need anymore our product and service without any reason .

  Customer told us ,don’t try to call or contact me regarding this issue ,or he will use his friend lawyer and they will sue our company.
  We  explain that product that customer ordered is custom  made ,specially for his project ( custom size and colour)and we can’t resell or install to different customer.

  Customer told us ,now it is our own problem.

  We don’t have other way how to solve this matter, we will take legal action against customer and his property ,until problem is solved.

   

   

  Best regards 

  SmatTech

   

  

  Business response

  17/11/2022

  Hi

  As our records indicate ,no one  contacted our company or customer service representative, regarding this order in past.

  We try to explain customer, that  order cannot be canceled at all , customer signed contract ant take responsibility to receive product and service.  Delays caused by supplier,(which is not under our control).our main goal costumer satisfaction.

  Letter that you received from our Legal department, explaining customer all possible ways to resolve this matter.

  Please take this matter seriously.

   

  Beat Regards

  SmartTech

  Customer response

  17/11/2022

   
  Complaint: ********
  
  I am rejecting this response because:
  It clearly states in our contract there is a reason for cancellation within our rights. Regardless of manufacturing time, companies need to reach out to their customers. I reached out to them and have all the paperwork which has been sent to our lawyers *** ******** *******. They're  now handling this issue. 
  Sincerely,
  
  Shanna ********

• Initial Complaint

  15/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We ordered our windows August 30, 2021 from sales rep Andrew *******. They were installed in early March. One window section in the living room bow window had a crack on installation which started off small but in 2 days was right across the window. They knew about the crack and took pictures and said they would order it right away. When installing the trim I noticed they were not installing the trim we ordered for the living room window and was told the manufacture sent the window with the wrong window casing and the correct casing would have to be ordered. We contacted them and sent a picture later when we were able to clean the windows and discovered a smudge between the panes in the opener of the kitchen window, April 20th I called Andrew about the windows and found out they ordered the wrong living room window and claimed they didn't know about the kitchen window. June 10th made 2 calls because no one would call back and let us know what was happening. Was told windows and trim would be installed on the 23rd of June and at noon was called by the installer that the trims were not in. They did say they could install the windows but I said I would prefer to have everything done in one visit. The installer called and said that everything was in and that they could install on the 14th of July or possible the 11th of July. so parts in and now when install date arrives July 12 customer service calls and said parts not in. It would have to be postponed again to the 22nd of July which is not a good day for me. I called Andrew on the 13th and he has no answers for me as to what is happening as all the trims and casing being standard products. He stated we are the middle men and have no control. I would like help resolving this issue as it has gone on way to long for a simple correction of a mistake and warranty work. 6 months since initial installation and not yet completed , just excuses of parts sent wrong and not in yet. Totally unacceptable.

  

  Business response

  12/08/2022

  Business Response /* (1000, 5, 2022/07/18) */ Hello, We apologize for inconvenience . Due to some material shortage and logistics issues all service issues are delayed. Our supervisor will contact you asap to solve all issues . Best Regards Smarttech Consumer Response /* (3000, 7, 2022/07/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) We were contacted shortly after submitting the complaint to the BBB . The windows have been replaced and the proper trims all installed. The jambs that were supposed to be replaced were modified to install the trims. We didn't understand if this was an option why it was not done when the windows were first delivered. The installers were very clean and did a very good job. No offer of compensation or an adjustment on the bill were offered . just a request that the remaining $1000 be paid. AS this has gone on for way to long and numerous excuses is why we believe an adjustment to the price is justified. If we can come to a mutual adjustment amount to the remaining $1000. I think a payment of half the remaining amount would be more then fair for all the inconvenience and stress we went threw . If this is acceptable to the company we will send a cheque. Business Response /* (4000, 9, 2022/07/27) */ Hi, Dear customer we explained you over the phone , and in our previous message . Due delays in logistics and shortage of material and supply chain. We try to make the best for our customers ,sometimes it is not in our hands. Unfortunately we can't cover stress and other types of inconvenience in this hard period . Order is complete ,windows installed. Please make payment of 1000$ ASAP. If you not satisfied with this . Please contact our office manager , email can be send by request. Best Regards Smarttech

• Initial Complaint

  06/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  March 2021 had two large windows replaced. After installation it was noticed there was a discernible scratch in one pane. Salesman, Alex, returned and inspected window. He advised it was too cold to replace pane. Repeated calls/text to him have produced no results. In one call he stated replacement pane was on hand and he was contacting the installation department to proceed. After hour messages left to office resulted in a contact saying the manager would be contacting us. *********************** the outdoor workers soiled our carpet with their muddy boots when they stepped in to warm up.

  

  Business response

  10/08/2022

  Business Response /* (1000, 12, 2022/07/26) */ Hi Due to some shortage of material and logistics issues We have some delays in our service calls and installations. We already contacted customer , and agreed for service issue . We will replace scratched glass unit as soon as we get new sealed unit. Best Regards Smarttech

• Initial Complaint

  31/05/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am wanting to file a complaint against Smarttech windows and doors, located at 644 Erin St. in Winnipeg, 204-318-6162. After numerous attempts to contact the company via phone and email, nothing has been resolved in fixing the doors properly. Company installed the doors and windows in Aug?? 2021 and were first contacted by phone in November 9/21, where msg. was left on voicemail. Phoned again on Nov.10/21. Salesman Alex phoned back twice and said someone will come out to fix on Sat. Nov.13/21 or Monday Nov.15/21. No one showed up. a call was made again on Dec.6/21 and left msg. again, for Alex. Another call again on Dec.8/21 and he said he didn't get the msg. Then he said that a supervisor will be out on Tues. Dec.14/21 between 8-9 am. This was a no show at that time and phoned back at 10.30am and left msg. Phoned again few hours later @ 1pm and left another msg. Called again on Dec.15/21 and left another msg. Finally called Head Office on Dec.20/21 and left msg. Called Head Office again on Dec.22/21 and left another msg. Finally, Alex returned a call saying Head Office contacted him. He also stated he sent someone out to fix the doors, which did not happen and he would call me back after he checked that out. He phoned back and said someone will be out tomorrow @ 9am to fix. On Dec.23/21 someone did come out to adjust the striker plates on the frame. On March 28/22, had to call Alex again due to door not closing / locking properly. He said someone (Sergi) will call me back and come out to fix. On April 12/22, I phoned Alex again because of this problem and he stated that we didn't talk on Mar.28/22. I told him that he did and had Sergi come out to take a look. Now Alex says he will send info to Head Office and they will get back to me and call me back. Nothing.... called Head Office on April 22/22, left msg. Alex phoned back a few minutes later and asked who I was and questioned that Head Office didn't contact me? I told him no... nothing from them or him. He said he will call Head Office and call me back. April 26/22, called Head Office again, left msg, Alex phoned back later and said it takes a couple of days to hear from them to send out supervisor. He was asked if anyone ever answers the phone at Head Office for customer service, he said he will send me the email ***** He also said repair guy was out a couple of times and doesn't know what else can be done. Told him again about not being able to use the back door as it shifted and rendered it useless to use for over a month. We can't have a door that doesn't work in the winter time..... which finally opened on April 25/22. When Sergi came out the last time to check the door, he was shown the status of the door not being usable and the cracked drywall that it caused, which he just took a picture of to send to Alex and Head Office. Lots of time being wasted here with telephone tag, weather conditions and Xmas holidays. ********************************************************************************************************************************************************************* ***********************************************************************************************************************************************************************************************************

  

  Business response

  29/07/2022

  Business Response /* (1000, 9, 2022/06/02) */ Hi Dave. Our company sent service team to customer's house numerous times Our service department supervisor came to the property both times to address the issues with the door. All the necessary adjustment have been made to customer's satisfaction. Customer was informed that Due to weather condition house shifted more than usual . This type of issues (structural changes of house)is not covered by our warranty. Our warranty cover slab, frame, and installation. Best Regards SmartTech Consumer Response /* (3000, 11, 2022/06/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) Hello....If you are claiming that your guy came out numerous times to fix the same problem, then its obvious they didn't fix it properly both times, and it was to your satisfaction, not the customer. It seems that with your workmanship, its a wait and see how it works scenario. Also, there was no mention of warranty coverage for shifting, just picture taken to send to Alex and Head Office and they would get back to us... which you never did do. We had this problem before the cold weather came about so it had nothing to do with the house shifting. Your company is not installing doors properly and trying to pass the blame. We are still waiting for your answer to the inside doors swinging open and not staying in a stationary position when open. That would mean the doors are not plumb. Now we would like to have these doors fixed and working properly year round. Thanks Business Response /* (4000, 21, 2022/07/26) */ Hi We send our installers for this customer several times. We did all necessary adjustments for door. Customer agreed that house shifts during weather changes. If you see pictures provided by customer, you will see cracked drywall, this is indication of house shifting. Nothing related to product quality or installation processes. Best Regards Smarttech

*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. ↩