Durabuilt Windows & Doors

We purchased doors from Durabuilt about six years ago and were very happy with the product and installation. When we decided to start replacing our windows, we went
back to Durabuilt. They were very helpful at the showroom, answered all our questions
and gave us advice. The windows were installed within the time quoted. We were
very happy with the installers. The installation went well, no mess left behind and
they asked us how we wanted things done. Thank you Durabuilt---we will be calling
on you again.

Jan

Choosing the door and windows was easy enough and the sales adviser was always willing to help (no surprise). The installers were fairly good and did a decent job of cleaning up. The openers on the window were not the same as we had chosen when we had ordered the windows. We were told that those were the older model and no longer available. However, they were chosen only a few months previous to match the other ones in the house. Not a big deal, but would have been nice to have been told up front. They also still had the older ones on display in their showroom, so it was very misleading. Another issue arose during the install: two of the windows were the wrong finish. They installed the wrong ones (it was the middle of winter) and then had the correct ones ordered and reinstalled. This turned into a bit of an issue since the sales adviser at first did not believe us that it was his mistake, but since we were adamant that we had wanted frosted glass, not regular glass (due to no curtains or blinds), they agreed and had the windows replaced in a month or so. One other thing to be aware of is that they will not caulk around the window casing even if you ask them to. The installers claim that most people do not want this, so it is not done. We asked them to do it, but they refused. Another issue arose after a month or so when it was noticed that there was a "fish-eye" in the 7 ft x 7 ft bay window. They sent a service guy out pretty quickly to check it out and he took the measurements again to get a new one made (under warranty). They also need to replace the inside sill as it had a defect in it too so he took measurements for that as well. (I forget the service guy's name, but he even pointed out flaws that the installers should have fixed or done a better job of. He said that they would be done correctly the second time around.) However, after 2 and a half months, I am still waiting for that window and sill to be replaced. I have called and emailed on several occasions, even had a service rep promise to have it replaced by July 28, but still no word from the company. Overall, the product is good, the installers did an ok job (other than what I noted), but if anything goes wrong, then they are very slow in fixing the problem or addressing any issues. Don't expect your calls to be returned in a timely manner. So in summary, decent product for the price but lousy customer service.

Built our house 2.5 years ago. Chose Durabuilt from several quotes. Have significant frost buildup around the inside window frame on several windows. We have an HRV running. Screens on most windows fit terribly and let bugs in. Two opening windows on the northwest wall wouldn't close tight enough and let in a draft. Service guy came out and adjusted the screens, they are ok at best. The design is just no good compared to our old houses 25 year old windows. The frost issue has not been fixed. One garden door seal went and was replaced under warranty. We have another window now, that has a seal leak. After waiting for three months for Durabuilt to get back to us, and discovering two non-opening windows are leaking rain water in the bottom corners, we called them. They say they've tried to call us to quote us for the window with a broken seal. Didn't happen, we're home almost all the time and have call display. Now they're trying to tell us we'll need to pay for the labour. Really? On a 2.5 year window? Absolute crap product. Stay far away. Our older home's 25 year old windows were still sealed, prevented bugs from coming in and...kept the weather out. The only thing that gets one star is the service guy they sent. He was nice, sympathetic and tried to make a crappy product work like it should.
UPDATE
Two days after writing this review we get two phone calls from Durabuilt from two people within minutes of each other. We're td the window with the broken seal will be replaced free of charge and that we would get a call regarding the other issues. It's been over three weeks and we haven't heard another word from Durabuilt.
UPDATE. Durabuilt has replaced the one window free of charge and looked at and "repaired" the leaking windows...used a bunch of caulking that looks dirty on the outside. As for the winter issues, we have to wait for the weather to get cold and see.
UPDATE
Three more windows with seal issues. Photos attached. Will be contacting Durabuilt ASAP and update on their response.
UPDATE
We now have 8 windows with seal issues and one dripping water. Getting a hold of anyone at Durabuilt is a nightmare. We called to have warranty work on our windows and finally reached someone. The person on the phone insisted we give him our credit card number so that he can bill us for the warranty work. We refused until we could get a quote, because the last time they quoted us more for warranty work than what we paid for the window. He finally agreed to send a tech but insisted we give the tech cheque before they did any work. A week went by with no calls or visits from Durabuilt. We called back and spoke to someone else from the service department who found no record of our call or warranty work request. He told us the rate for warranty work was $100/hr. He sent techs who looked at the windows and found 8 windows that needed to be replaced. The tech said it would take no more than 2 hours to replace the windows once ordered. We later received a call from Durabuilt with a quote for the warranty work which amounted to over $1000. We have now been waiting for over a week for the man who insisted we give him our credit card number to have a manager call us because the quote was significantly higher than what the service tech said it would take. Lets not forget these windows are 3.5 years old! Does anyone have suggestions on what we can do here? I'm writing this update to the sound of water dripping from the top of my kitchen window into a cup we have placed to collect the water to prevent damage to our drywall. Help!

We have 33 windows replaced about 7 years ago by Durabuilt. 5 of them had broken seals (moisture in between window panes - foggy) and we paid labour to replace them. Now we have another 10 with the same problem. These are triple pane low-E argon gas type. We thought we picked the high end windows. I am hugely disappointed with the quality of these products (or services - some say if installed inappropriately it could cause the seals to break). Cindy

We had 7 windows and one patio door installed by Durabuilt in Feb 2014. Trevor was our sales rep and Igor our installer. Excellent experience from start to finish. Top quality windows. Only issue was a tear in one screen. Trevor came, picked it up and returned with a new one a few days later. Out of 6 quotes, Durabuilt was the most reasonable and of equal quality. We love our new windows. Excellent seals, lots of foam insulation. Highly recommend.

We replaced three large picture windows in the livingroom, 1 casement window in the dining room and 1 casement window in the kitchen. The entire process went very smoothly from Jason in Sales to Gerry with installation. We are very pleased with the windows and the whole process.

they are very professional people. they keep site clean and tech was on time> they had good after sales service. quaility of product is good and it is energy efficient> i would definately recoment to others