Durabuilt Windows & Doors

Durabuilt was very patient as a searched for window replacement quotes. They were able to adjust their quote to be more competitive. I decided to go with Durabuilt because they offered the best price and I appreciated the sales rep's (Gordon) efforts, he provided prompt responses and was very willing to work with me to get what I wanted. I replaced all 12 window inserts in my rental property in May 2017. The windows are nice and we have had no issues so far. The installers missed a few minor items when they did the install (did not cap one window), but they were quick to come back to complete the job (within a week). I recommend holding back a portion of the payment until the work has been thoroughly inspected. This is probably a good idea for any work of this nature. I suspect that holding back payment improved Durabuilt's responsiveness to my installation concerns.

Here is a small story about Durabuilt.

We bought our home almost a year ago today. As of the first install of a sliding patio door, the sash, was cracked in the lower corner which slides to meet the house . Durabuilt sent a tech as part of our 1 year walkthrough who attempted to glue the the casing back together... wait, didn't I pay for a NEW home with NEW materials?

when the glue cracked again no less than 48 hours later, I called durabuilt back to have the door replaced - they agreed to a morning appointment a few weeks later. I was given 10am as a reference. When the tech didnt show at 10am, I waited and called at them at 11. I was told that I wasn't actually slotted in until the afternoon, which is funny, because moments after hanging up with their warehouse, the tech called and said he would be there in 30minutes (making it roughly 11:30am). I then said a 3pm appointment would work as my wife would be home by then. she arrived before 3, and waited until 4:30 to hear from the tech, who was late due to traffic. He didnt show up until sometime between 5:30 and 5:45. when he did arrive, he brought a door that was supposed to fit, but didnt, and got back in his vehicle and left with no explanation.
WE, not them, then had to call them to reschedule, at which point i was blatantly mislead, that our door needed to be special ordered because it was a "custom size." Are you kidding me? the patio door installed in a spec home in which thousands were built last year is a "special size." That is truely laughable. nice work durabuilt.

I was given tomorrow morning (verbally promised the first slot of the day by Gurpreet who was managing the department, and the same guy who said our door is "custom") to which I received a call today saying we were double booked and now needed to be bumped to yet another slot. It has been close to 6 weeks to get a pre-made sliding patio door installed. We dealt with Nicole who must be working alongside or replace Gurpreet. We explained what has happened and questioned why we, not the other customer were being bumped based on this drawn our process. She said "they were booked first." Sorry, weren't we booked first over a month ago?

Is this how you conduct your business? Im sure your partners and future clients will be interested to know just how well you manage your customers relations and the lengths you will go to correct the issues that you have created.

I look forward to how you plan on fixing this. As it stands now, us, our friends, family, and everyone I can talk sense into will stay as far as possible from a company who cannot commit to, and follow through on, promises to fix work that was done improperly the first time. I hope in the future, people who walk through you doors will have the full picture in mind and be prepared to be mislead and treated as though they are second priority.

quick update: we spoke with JD who is Nicole's manager. They agreed that we would now take priority and would be placed first on tomorrow's install schedule. Oh wait, just kidding, the sash for our door is now delayed until june 9th as it is outsourced and delivery is delayed. of course it is, durabuilt, I expect nothing less by now.

great business!

French doors were poorly hung they sent a repair tech to fix it and claimed nothing he could do. I called back a few months later and they said their warranty department has openings on these dates (10 days from now) said I'd have to ask work on those particular and get back to you. Called 2 work days after to find out "Oh now we're booking way in the future". After all that I went and bought proper fitting weather stripping and strikers.

I live in a home built by Northridge developments in Saskatoon. After about 8 years the seal went in a window. Still under warranty I called them. Suffice to say I have had the same bad experience and run around as others noted. They came out and measured the window etc. then I had to PREPAY for the warranty labor. Twice now they have hammered out the bad window and put in the wrong window. Once it was completely the wrong window, the second time it didn't fit. So it was never measured right. They don't return calls when they say they will, they make promises they don't keep, you can't reach a manager and they don't seem to care. I have asked for my money back but no one is getting back to me. Never ever ever would I recommend them. I don't know how they stay in business.

House built in 2009. 2 windows are now clouding in between panes. Contact warranty dept weekly with no response. Supposedly carry a 20 yr warranty but I can't even get a response from this company to discuss that. I'd be weary about purchasing windows from them if this is how they stand behind their products.

I did my research on numerous window companies prior, but it was my neighbours who told me about Durabuilt (as they had their windows done with them as well).

When I contacted them, Robert responded back to me very quickly, and we scheduled an appointment that worked with my schedule. During our consultations, it became obviously clear he was very knowledgeable with windows and doors and what would be the best for my house and budget. He was not at all pushy with booking an appointment, but being impressed with their work ethic and what they had to offer, I hired them that same afternoon.

Dave (the installer) was also very friendly and polite when he came to do measurements and when he did the actual installations a few weeks later. He and his team moved efficiently and did their work extremely well, and was sure to clean up their work afterward. He even helped me to move some furniture back after they were completed! Robert also followed up soon after to make sure that I was satisfied with the work at hand. I should also point out that all these individuals are punctual and showed up at the time they said they would.

There is no doubt I would hire this company again in the future to do my other windows, and I would (and already have) recommended them to other friends and colleagues.

It was the most pathetic experience of customer service I have ever heard of. In a span of 8 months, we had to make endless phonecalls, start the process over and over again, we’d been handed off to 10 different people who wouldn’t give us their names for follow-up, we had been told that they had lost our file three times, we had to make visits to their offices to demand service and we had to email endless documents to prove our case. DO NOT purchase from this company!

Full Story: We had bought twelve thousand dollars-worth of windows from Durabuilt back in 2015 when we first started our house build, installing them that fall so that we could move into our home before the snow started to fly. Fast forward to September of 2016 when my husband and I were installing siding and I decided to clean the windows as we went since we had scaffolding set up. With two of our south-facing windows, I noticed that the seal was no longer touching the window pane, that the glass had somehow shifted and warped the windows, leaving gaps for outside air to make its way in. We immediately called Durabuilt and were asked to send photos. On Sept 21, we sent photos and were told that we would be contacted shortly. By mid-October, we still hadn’t heard anything back, so we called, several times before actually getting any action on our problem. They scheduled a serviceman to come take a look later that month. By December 12, we STILL had not heard anything back from them, so my husband sent an email asking the status: no reply. We decided to pay a visit to their office, at which point they introduced us to a “manager” who apologized profusely, blaming the delay on anything and everything possible; they lost our file, the person who was taking care of our file went to Dubai for a month and locked our file away in his desk, they had no record of the serviceman coming to our home, etc etc. She promised she would handle it. They sent the serviceman out again in January and then we didn’t hear anything back. When I called later in January, I was told that the lady who we’d spoken to had quit and they had to start the process over yet AGAIN! So, on February 6, I went into their offices and demanded to speak to a manager, a real live manager. When they told me they were all in a meeting, I said I would wait. They realized I was not going anywhere, so they sent down two nameless men who made excuse after excuse as to why we still hadn’t got our windows and they told me that their service manager now needed to come take a look. The service manager was apparently so busy that he couldn’t make it out to our house until Mar 6. Keep in mind, it has now been 6 months of trying to get two windows replaced on warrantee. The manager, nameless at this point, came out and we were told that they would now be putting in a rush to have the windows delivered, however, that the serviceman wouldn’t be able to deliver for 4 weeks due to him being needed in Grand Prairie. So we waited. And waited. And by April 19, we STILL hadn’t heard anything back. I called Durabuilt and was given a voicemail for yet another nameless “manager” so I let them have it. My husband and I had decided at that point that we were going to call every single day until they got us our windows. On April 20, I was able to get a hold of the “manager” who was actually an assistant. He had been given zero background of our file, so I explained our situation and was told that I would get a call back, at which point I lost my mind. I explained how we had been given the run-around for 7 months at this point and that I was going to take legal action if it was not resolved. He responded with snotty retort, saying that he was innocent in all of this: if you represent a company, you are to back your company and ensure your customers are being taken care of. He promised to get his manager to call me. April 21, I still hadn’t heard anything from the manager, so both my husband and I left voicemails for the manager. The weekend rolled by and then promptly again on Monday April 24, I called again. I finally got a hold of the actual manager, who we’d learned was Amar Singha, who told me they had no record of our purchases. I had to find our own copies and email them to him. I also sent a letter of legal action, telling them that if the issue hadn’t been resolved by May 15 that we would pursue legal action against them. Not surprisingly, I didn’t hear from him. The next day, I got a phonecall from yet another nameless person at Durabuilt who said that Singha had passed off the file to him; apparently he was sick of dealing with me. However, this new nameless fellow actually finally took action, having our window builds rushed in two days. We had a delivery notification on May 1 and the windows showed up to our home on May 3. It was the most pathetic experience of customer service I have ever heard of. In a span of 8 months, we had to make endless phonecalls, start the process over and over again, we talked to 10 different people who wouldn’t give us their names for follow-up, we had been told that they had lost our file three times, we had to make visits to their offices and we had to email endless documents to prove our case. If we hadn’t threatened legal action, I don’t think we would’ve ever had our windows. I will NEVER recommend Durabuilt to anyone and strongly suggest that you reconsider purchasing from this company.

Warranty claims for stress cracked windows and leaking French doors were handled very poorly. We heard everything from there is no issue, to them damaging things further upon replacement, they did not clean up broken glass in a childrens play room. They did everything they could to delay a reimbursement of an invoice. The replacement window sent was not right 4 times. Service manager was very shady.

Needed the windows replaced on an older home and was looking for a reliable, quality window supplier. Met Robert (Salesperson) at the renovation show and was quite impressed with his professionalism and attention to detail. The window installation went smoothly and error free. The installers were courteous and did an excellent job. They minimized the mess that comes with installation as much as possible (it is an engineered home and they had to cut out the window openings) and cleaned behind their work.
Robert and the site supervisor both visited the site on the day of installation to check and make sure everything was going well.
I noticed the difference in the windows immediately after install, the house was warmer and outside sound levels greatly reduced. The windows are of excellent quality and I have enjoyed them every day since they were installed. I would recommend Durabuilt Windows to anyone looking for a professional, quality window supplier.
Great work guys!

We went with Durabuilt based on their reputation in Edmonton. Their Calgary branch is a completely different story. No-show or late installers. Equipment left on our property. Not small things like tools but their giant ladder. You think they would miss that.

Then there was the vinyl snap-in window border (I'm not sure exactly the proper term for it) which fell off shortly after install. And yes, we do have pictures of it.

Arranging for a fix has taken several weeks. Things seemed to move forward once we called their Edmonton office. That didn't stop their installers from showing up late today though. I hope the problem was fixed. They said it was. At least they didn't leave their ladder this time.

Someone from the Edmonton Durabuilt office needs to come down to Calgary ASAP and make them get their act together so they don't completely ruin Durabuilt's reputation.