Big City Windows sales rep assured us, repeatedly, that the size of the window panes for our basement replacement windows would only be one quarter to a half inch smaller than the original windows. Important not to lose glass size given the small amount of light from basement windows to begin with. Installation was well done however, turned out the height of the window panes were an inch and a quarter smaller than the original windows. The company argued that the window frame size was specified in the contract. True enough but the size of the window pane was not. Mistake to trust the sales rep. $200 discount was little consolation. Lesson: make sure the size of the window panes, not just the frames, is stipulated in the contract. read more

We are happy with Big City services and product. Good and friendly installation team. Definitely recommend to everyone! read more

Big City Windows and Doors - Windows Installation Near Me - Ottawa, Ontario

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DO NOT CONTRACT WITH BIG CITY WINDOW In early May 2020, I noticed that my 4 garage door window casings were cracked. I advised BCW (by voice mail). My phone call was not returned, I called again on 19 May 2020. I was told that someone would get in contact with me, but no one did, and I called again. I provided the barcode as requested, and eventually, a repairman shows up in August 2020 to replace the casing with the wrong casings. BCW was going to reorder, I provided the barcode again and I received no information until I contacted BCW in early November 2020, naturally, BCW did not return my call, and I called again and eventually, at the end of November 2020, I was told that the part was back ordered. Eventually, a repairman showed up with 1 casing, all 4-window casings must be changed but the repairman only has 1 casing. BCW was to reorder and in early November 2021, I was told it would take 14 weeks to get the remaining window casing. In February 2022, I called BCW and called again and again, and eventually, a man called me and said someone would get back to me, since no one contacted me, my husband and I decided to visit the store on 3 March 2022 and it was clear that not only did BCW not get a date when the window casing will be replaced but also didn't have any supplier and they didn't even bother to follow up with the supplier that was supposed to make the window casing as per BCW phone call to me in November 2021. BCW answer is we will pay for the cost of the replacement of your garage window casings, but we are looking for a supplier, of course, it should be at BCW cost since I have a purchasing contract that clearly states, "Lifetime Transferable Warranty BCW agrees to repair or replace free of charge with zero deductible for any part found to be defective". I kept my part of the agreement by paying the invoice upon completion, now that BCW has my money they are not willing to honour the warranty. BCW has shown me the number of emails sent to suppliers to try to get my window casing replacement and with all those emails have been unable to find a supplier, this clearly indicates that no supplier out there is interested. I asked for a refund of the cost of the garage door or a replacement door without windows this time, but they refused and the continuing concern that the winter cold or summer heat could make one of the glasses fall on a child or a car. I also contacted the BBB in order to get some assistance and BCW will not do anything regardless of my lifetime warrantee unless they can get a supplier to make my garage door window casing. read more

Made a HUGE rookie mistake... They insisted on a deposit; I complied. Asked them to begin work immediately. Their reply "Are You Crazy"? After two months they refuse to answer any emails or even give a guaranteed delivery date.. Refund the Deposit ? See above: are you CRAZY ? Not sure if the product will EVER be delivered - much less, when... Apparently, they are far too successful to give ANY customer support. No idea if their products are any good - or whether they will stand behind their products. IF you decide to book them, INSIST UPON a guaranteed delivery date, AND a complete refund if their product id unsatisfactory. AND, WRITE IT INTO THE CONTRACT BEFORE PAYING ANYTHING. read more

In July I put down a deposit for a patio door. I was told that installation would be in September, and the reason I went with Big City was because they assured the earliest installation of all the companies I got quotes from. At the end of August I hadn't heard from them so I called to check on a potential installation date, and the door hadn't even been ordered. In fact, they had to send someone to take final measurements so that it could be ordered. This was almost 6 weeks after putting down the deposit. Also, it took 4 phone calls to actually get information from someone, they kept telling me they'd call me back. I understand that the GreenON program created a backlog of orders, but they shouldn't have given an installation date that they couldn't meet. Their receptionist seems frazzled every time I call, and always says: I will look in to it and call you back... but doesn't. The installation finally happened at the very end of November. I called Big City Windows to ask an approximate time when the installers would arrive. They told me "after noon". I thought this was odd because it seemed like an all day job, but that's what they told me. I work shift work, and was sleeping when the installers arrived at 8:00am. When I called the office at 2:00pm to make the final payment the day after installation, they told me that the person who processes payments had already left for the weekend and to call back Monday. In general, I found Big City to be a poorly run business that puts customer service as an afterthought. The subcontracted installers were professional and did a good job. read more

Our experience with Big City Windows & Doors, (BCW&D) started well, they could do the whole job and the price was competitive. The project involved replacement of our inside garage door, front door and storm door. The first team doing the installation installed the storm door and inside garage door well enough, but the front door was hinged on the wrong side. The three workers were at our house for 12 hours - the entire job was supposed to take five hours according to BCW&D! One and a half months later the second team arrived to re-install the front door leaving us with a door with a crooked decorative oval window. The door manufacturer (Novatech Group Inc.) caused this problem, and the problem was not caught due to a lack of quality control by both Novatech and Big City Windows & Doors. I have contacted BCW&D about this problem and heard nothing; as such I can only discern that quality is not an important factor in their work. read more