O. in Ottawa

After a horrendous first experience, we decided to give Verdun a second chance at making things right by us. And same as first time, the customer service is not worth the money we paid. 1/Upon signing the agreement, we got promised a 10% discount because of the bad experience we previously had. We removed a window and ended up wanting to install 3 instead of 4. Our discount then "magically" shrank to 8% instead of the 10% we were promised. Having a certain number of windows in the order was never part of the discussion. 2/Install crew came and rushed to finish the install of our 3 windows. Although the crew was not as obnoxious, and more respectful, than the first one we had, the work they did was far from what you'd expect when paying this much money for your windows. They left an absolute mess in our backyard, which I had to go pick up piece by piece (a whole dustpan worth of garbage). And this included blades of their X-ALTO knives and very sharp aluminum cuts from the window casements. We have little kids running around in our backyard and this is very dangerous to leave behind. We would have expected the crew to at least clean up behind them. But that's not all: they did not finish the caulking, neither inside, nor outside. Who installs a window without finishing the basics that's needed: caulking? Because they also were in a rush, they wrecked our wall while taking the old window off, tried to patch the mess in a way that looks even worse than leaving it as it was. An extra 1 minute would have prevented a mess and having to fix and repaint our whole wall. To make things worse: the crew was back in their truck, engine running when one of them asked for the payment to be done. How to make your customers feel pressured in paying, without even checking the work? Get your engine running on their driveway, show them you're in a rush. 3/Same as first time, I had to be the one calling their customer service to book the visit from one of their technician to come finish the job. They did not proactively contact us. No information, no final invoice, absolutely nothing. 4/Sr technician showed up earlier than planned on the day. Not a bad thing, although we could also not have been home. More importantly though, he did not have what was needed to actually finish the silicone inside. He fixed the lack of silicone on the outside, but the inside is where the biggest issue is. How do you send someone to fix a problem at a customer's home without the proper material that's needed? He left saying he was sending his notes, so that someone else would come to fix the rest of the issue. 5/10 days after his visit, we had not heard back from Verdun, again. I had to send a not so nice email to have someone call us. However, when someone finally called me, there was static on the line, so she sent an email. That was 10 days ago and to this day, we still have no appointment booked to finally see the job complete. In that whole process, at no point in time, no one has offered us to pay for the paint we need to repaint our wall that they wrecked. Or to compensate the time we will spend painting that wall. Or to give us an extra discount for the trouble we've been put through, TWICE. My time is also worth something ... but Verdun just does not care.

When reading the reviews, we were confident about our choice to go with Verdun. What a mistake that was! Not a quality concern, the windows we got are very good quality, can't deny that. The customer service on the other end ... is an absolute disaster. It all started with the installation ... when one of the installers decided that talking to us inappropriately, using disrespectful language and terms, very close to insulting us, in our house, was totally acceptable behavior when dealing with customers. It kept on going when a technician was sent two weeks after installation to confirm that we indeed had a job not finished, all the while being obnoxious and trying to make us believe that a window that's crooked, or a new window that loudly cracks when being opened is "normal". It kept on going when we had no follow up whatsoever to let us know after his visit when everything was going to get fixed. We had to call to enquire and all of the sudden, finally, get an appointment scheduled for 10 days after the call. It keeps on going when that appointment did not fix every issue we had, because Verdun keeps "forgetting" things off the list. And now - again - nobody follows up on any of this. They don't really seem bothered by fixing any of the issues, over a month after installation. And to make things worse in terms of customer experience, nobody also takes the time to answer a simple question we asked 5 times already about the warranty! And I should mention that obviously nobody took the time as well to apologize for the installer's behaviour since it happened. So really - why would we ever recommend Verdun to anyone?