Vaillancourt Portes et Fenêtres | Sherbrooke

We had a lot of problems with our door (and a few scratches on the windows, but that was compensated).

Once, the installers came to fix something and left, and the door wouldn't close. They came back a few hours later to fix it.

During that same repair, they broke the flashing above our door, which they neither paid for nor repaired; we had to replace it ourselves.

They also broke another part.

It took over a month (or more) for them to come and replace that part.

In total, they came at least four times for problems with our door.

The after-sales service is slow and unsatisfactory.

In total, we received $500 in compensation, but our door is far from perfect, and this was an exception due to the numerous problems and mistakes they made. I only managed to get this amount after many exchanges and many months.

In response to their comment:

They offered to replace the door frame, but several months (or more) later. We would have had to go back to the previous stage.

The exterior cladding was already installed, the drywall was in place, and the joint taping was finished. It wasn't a realistic option, and it would have been expensive and time-consuming to redo all those steps for an option offered months later that was completely unrealistic. We requested the repair (frame replacement) from the very beginning. They told us it would be replaced, but in the end, they just put a visible "capping" over it.

On August 23rd, customer service called me back to offer a repair agreement that satisfied both parties. That said, I thank Catherine Nolet from customer service for her courtesy on the phone and the proposed repair agreement.

I am so disappointed with customer service. They tout a lifetime warranty, but the day you have a problem, oops, fees apply.

After only 18 months of installation, I have windows that don't close properly (but even though that's not normal, they didn't say anything) and a muntin fell between two panes of glass in my patio doors, which cost me a fortune. It looks crazy and neglected, so of course I asked for it to be repaired, and they told me that fees apply because the warranty is only for one year on that part. Despite the warranty policy, it's not something that should be defective in the first place; even the salesperson told me they had never seen anything like it. So it's 100% a manufacturing defect; these things can happen, I understand that, but I'm disappointed that I have to pay after only a year and a half of use, not 20 years! If I were them, I'd be embarrassed...
If I had known the manufacturing quality was this poor, and especially the quality of the after-sales service, I would have done business with another company.

Excellent service and excellent product. We are very satisfied. The installation of all the windows and doors took place last year, 2023. Thank you, Christine L., for your prompt response and for taking the time to provide excellent service. Hugues P. provided excellent after-sales service, always with a smile. I highly recommend them.