Walter's Custom Window & Door Renovations

November 8, 2019
Good afternoon,
Unfortunately, at this point, we feel that we have to submit this complaint in order to seek support in resolving unfinished work on our home.
In September of 2018, we contacted Walter *** of Walter's Custom Door and Window Renovations Inc. for a quote on some windows in our home.
On Oct.24th, a deposit was given for the windows and garden door.
There was limited contact, with my husband and myself emailing/calling for updates. On May 13th, 2019, installation of doors and windows started (garden doors, bay window, bathroom window, garage window, half round/window). The install took several days. Many things were left unfinished, and the top of the half round window had been damaged, leaving the window cracked in several places and taped together. There was a large gap on the second story half round window between where the original window was and the new window. I
called and asked Walter about this. We went over the measurements in the original quote given, as the actual window size was different, leaving the large gap. He stated that when he did outside measurements, he must have made a change to the measurements. We are not familiar with how to measure and install windows, so we are assuming that it was measured correctly, but cannot be sure. He said that he would be ordering in wider trim for the inside to cover the gap, and also trim for the outside. He said that we should hold back $500 of the payment until the job was completed to our satisfaction, and that he would ensure we were happy with the end result. Later that day Ian dropped off the cheque for balance minus the $500. Walter again stated that he would be getting the trim, and they discussed the trim on the outside of the house. Walter said that he would be in touch with *** as well to get glass replacement for the top of the half round, which was cracked in several places and tape was put over it. Walter again made sure to tell Ian that he would ensure that we were satisfied with the final appearance of the exterior of the house.
We emailed at the end of June to ask about the status of the trim. Walter let us know that it was in, and we emailed back a list of things that had not been completed (garage window inside trim, trim for inside of front door, trim for inside of large arch window, trim for outside of large window to cover the gap, and the glass for the top of the arch).
In July, we had to contact *** to get the glass replacement, as we were not getting any information from Walter regarding the replacement after numerous attempts. We were then told by *** to deal with them directly regarding the glass replacement, because there was an issue with the company and Walter's account. The window got ordered and was installed by *** in September.
When Walter and his crew came to install the interior trim, they also put caulking around the upstairs windows, as they had realized it had not been completed. We were under the impression that exterior trim had also been ordered and would be installed, however they attempted to fill the outside gap with grey caulking instead, as they thought it would be sufficient. This was not acceptable to us, as it was not what we had discussed. Walter brought up using a piece of cut plywood to cover the outside gap, however that was not what we had originally discussed. When we let them know that, they stopped caulking the window, leaving it only around a portion of the window. Walter said that he would have to look into a few trim options for the outside and would get back to us. We did not hear from him until we contacted him again about finishing the interior garage trim and the other items that they did not finish. On Sept.5, 2019 he came to finish the inside garage trim, but not the other things. Walter said that the trim had been ordered, but it would take a few weeks to be made and to be shipped.
Again after several weeks, we had heard nothing. We called Walter several times, with many calls going unanswered. Finally we spoke to him and he said the trim would be in on a Friday. The next week when we called he said it had not come in and it would be there the next week. This went on for several weeks. We asked if we could have the company name of
where it was ordered from or the tracking number for shipping, but he would not give us an answer. Finally the second week in November 2019 Walter said that the trim had come in, however they could not install it until there was nice weather and no snow on the roof. While we understand that there is a safety component to this, we feel that we are being completely ignored as customers, and that we have been more than patient and understanding. We have no idea what trim has been ordered, if we are satisfied with the product that will be used, if it is made for exterior of houses, etc.
This was our first time having new windows put into our home, and therefore we are trying to give this company the benefit of the doubt. We have been extremely patient and understanding, being flexible with timing, paying promptly, trying to keep communication, etc. Walter has even apologized to us for the lack of care and attention we received on this job as he knows many things were missed. However nothing has changed. At this point we are not sure what else to do. We do not know if a product has in fact come in, if it is appropriate, when the job will be completed, and if the snow and elements will do damage to our window and siding as it does not seem properly sealed (you can see in the photos the top gap and also underneath the window has not been sealed). There were also chunks of drywall that were damaged when the windows were removed, however we are not sure if that is normal when windows are installed.
We are asking for support in coming to a resolution about the outside finishing trim to cover the gap between the window and the siding, sealing underneath the second story half round window and what payment or compensation is appropriate. At this point in the season, we are feeling like we are left with very few options. If this job was not going to be completed before the Winter, we may have been able to hire someone else to finish the job to ensure our window was properly sealed for the season. Now with the Winter weather, we are very limited - if we can do anything at all. We are worried that we will get moisture or other issues behind the current siding. We have even asked for the trim to be dropped off, and we will have it installed ourselves, however we have not got any response. This has been over a year process, and we are extremely frustrated and disappointed with the customer care. We have reached out time and time again, and have got no plan or timeline to finish anything. This is a very unfortunate situation, as this company came highly recommended to us.
We appreciate your response regarding this matter.
Sincerely,
Ian & Jenilee

On 14th May 2018 Walter and his helper David installed two new
Durabuilt PVC Side slider windows in both bedrooms of my condominium.
The installation was perfect as was the cleanup after. A big Thank you to Walter
and David for a professional installation. I am total satisfied with all!!

Excellent customer service. Walter very informative and experienced. Installation team pleasant and efficient. Work space left clean and tidy.

Walter and crew did a fantastic job. Great rates, quick, clean, professional and all around good experience having our windows done. I would definitely recommend to anyone needing work on windows or doors.