In good faith, we have not rushed to provide a review, despite a multitude of requests, but over the months, nothing has improved, so here we go. At this time, this is not a review of the product, though we have no reason to assume it will not meet its specification and function.
Our experience with Verdun has been a multi-month, painful, and unnecessarily stressful experience, throughout all three phases of our acquisition: the purchase, the install and post install service. This negative experience has been exasperated by their appalling lack of communication. It is almost impossible to describe how bad this is – almost as if their hope is that problems will go away if they just keep ignoring them.
Our contract was for the replacement of 11 windows and a patio door, in an extension, added to our house in 1984. This was not a complex install but did require consideration of the geometric alignment of a group of windows. In both the acquisition and installation phases, we tried to get involved, in an attempt to mitigate our concerns but were basically told “we have done this a million times before”.
The first install in October 2020 resulted in faults, alignment, and skew issues with 6 of the 11 windows. These issues were, for the most-part, corrected in November at the same time as the patio door was installed.
One major issue, identified during installation, was that one of the windows (the only custom shape) was manufactured to a different profile to those around it and clearly looked like an orphan, particularly from the outside. As well as this issue, Verdun installers identified a damaged window and damaged brickmold for the patio door, both to be replaced at a future date.
There have been delays along the way and some requested by us in these COVID times. Indeed, in exchange for one delay, we agreed to pay up 50% of our holdback money because, it was claimed that material for the retrofits had already been purchased.
Two days ago, June 2021, a Verdun service crew showed up, on time, to complete our installation (we thought). The three major retrofits plus 2 minor adjustments. Garden plants had been protected, furniture moved to make for an easier workspace and cars moved from drive.
Despite months of communication and assurances, that the required material and labor would be available to complete the job – they left without being able to do any of the 3 major retrofits due to material issues. No replacement for scratched window, no brickmold for patio door and the custom window delivered, was identical to the one it was supposed to replace.
True to form, not a word of apology or explanation has been received from Verdun management or support. We did contact our original salesperson, who did at least respond very quickly and try to get things moving.
Based on these experiences we cannot recommend Verdun