We have had our windows replaced by Pollard in 2009 and before. Our house is 22 years old and builder used Pollard when built so we thought we would use them again. When the sales person came, we told him that it was CRUCIAL to take into considerations the california shutters that were in place at the time. THEY DID NOT so we had to order new ones. This was our first direct experience with them. We used them for a second time and just noticed our bathroom window has a crack from the top to the bottom on the inner glass. Called and spoke to Wendy in customer service - she should not be in customer service as her attitude, manner, and inablility to listen to an angry customer is sub par. Long and short of the interaction - I was told their warranty is only good for ONE YEAR, she quoted me the cost of the replacement glass which would void the one year warranty and then another quote for them to do the entire thing.... such service NO ONE NEEDS!!!! LONG AND SHORT OF POLLARD, buyer beware as what you think you are getting is not what you get!!!!!!!!1

Company Response:

We regret that you did not have a positive experience. We do state in writing, that we will do our best, but that we cannot guarantee, that existing window accessories such as drapes, shutters or air conditioners will fit in exactly the same way as they did in the original windows. Pollard Windows provides a one year (from date of invoice) stress crack warranty. This warranty allows the windows to weather through four complete seasons and if a crack develops, we will replace the insulated glass unit at no charge within this first year. You will void the remainder of this warranty by having someone other than a Pollard service technician replace the insulated glass unit.We are one of the few companies that will provide this service at no charge.

I have become familiar with Pollard Windows as I have had to replace 3 windows due to broken seals since buying my brand new townhouse in Dec 2006. I now have to replace 3 more for the same issue. I left a voice mail for Jodi at Pollard and she promptly returned my call. In her explanation, Jodi stated that window seals could break for a number of reasons including condensation and humidity, extreme temps, house settling, poor install and handling by home builder Starward. She stressed the importance of controlling indoor humidity and also mailed us an info package. In the past. the Pollard repair team have been friendly, helpful and effcient. Most recently, Pollard Management have gone beyond their standard warranty to ensure customer satisfaction. Although too many windows have failed for my liking, I believe that we have been fairly treated when taking into account the entire service history.

Company Response:

The most typical cause of seal failure is sudden temperature change. When the inside and outside temperature differ substantially the insulated glass unit flexes like a bellows, straining the sealant between the glass and the spacer bar. Over time and once the breach occurs the insulated glass unit will draw in moisture laden room air whenever the sealed unit flexes. A “seal failure” will become apparent when this moisture condenses on the glass inside the sealed unit. This condition is accelerated with high levels of humidity within the home. Moisture laden room air condenses on the coldest surface within the room, (typically the windows) and if left to sit under the sealed glass unit will weaken the seal. It is important to remove any excess water from your windows, as outside temperatures begin to drop. Pollard Windows has been proudly manufacturing quality windows and doors for 64 years. Rest assured that we have a full quality control team in place auditing our products and processes daily to eliminate deficiencies. Pollard Windows and Doors exceed current building code requirements and meet or exceed all current manufacturing standards established by the testing standard CAN A440-M90. Pollard Windows & Doors are Energy Star rated.

We bought a new home and all windows and doors are pollard, I am not sure if anyone else has this problem but the outside seal around many of my windows has dirt in it and it looks horriable, we have had a patio door replaced once as it was bent at the bottom and that took a year to get done, they finally came to replace it when we call Tarion new home warrenty about the problem, a year later the door kept sticking so they cam back again this time to tell us it's the buiders problem not theirs. then we had a window start leaking they came replaced the glass, when I asked about all the dirt getting down around the outside seal, they told me to take a fine knife and cloth and stick inbetween the caulking and clean it out but not to go to far or you will break the seal. I want to know if dirt is getting in there isn't the seal already broken and I have never had this happen on any windows from other people why are they doing this. everytime it rains water runs in on all my sliders which I was told is normal so I have to constantly clean the inside track of dirt and mold. We asked to have out patio doors replace with a slider and were told it's to hard to replace patio doors with a slider it means all new trim and such. I hate my dirty windows I can't get clean and we have decided to get new sliders from Kempenfelt windows since we have had nothing but problems with our patio doors from day one, and Pollard doesn't seem to want to fix the problem. If I were looking for windows or doors I would not go with Pollard, since it was the builder using them we didn't have a choice, but I am sure they will be replacing them before the 25 yrs is up.

Company Response:

We manufacture our window frames with a soft PVC fin that rests up against the glass on the exterior side. The sole purpose of this fin is to shed water that may run down the window. The fin is not a seal and in fact the window will operate as designed without the fin being in place. The door being referred to is a terrace or garden hinged door that is “sticking” because the door sill is bowed up in the centre causing the door slab to rub on the sill. In this case Pollard Windows supplied windows and doors, but did not install them. Further, the process of involving Tarion to resolve a construction issue can often take some time and therefore the length of time required to complete this type of service is beyond our control. Pollard windows and doors meet or exceed all current manufacturing standards established by the testing standard CAN A440-M90. This testing standard establishes benchmarks for performance related to the penetration of air, water, wind and forced entry. Pollard Windows & Doors are Energy Star rated.

We used Pollard Windows to replace all of the windows in our circa 1930's home based on the recommendation of friends who recently used them. From the sales through to invoicing, we were extremely satisfied with the Pollard experience. They were quite accommodating with respect to the scheduling of the installation, which was completed in a timely manner. The pricing was fair and the salesman (John Kiely) was very cooperative with respect to the Home Renovation tax credit process. We were especially impressed by the carpentry work of the installers, who did a great job of matching the existing trim in our home. They were also very courteous with us and quick to address a few minor deficiencies we identified at the end of the job. Overall, we were very happy with Pollard and would not hesitate to recommend them to friends and family.

We bought an older home two years ago and needed one window replaced (bathroom window). As well, our basement door was poor quality and it had been cut to fit a non-standard door shape. We purchased a custom-sized steel door that had to be ordered specially. Our interactions with sales rep Danny Myles were great - he came to our home, was organized, presented options to us clearly and sold us exactly what we needed. Our installer was very professional and did an exceptional job in fitting the window and door. There was a lag time of about 6 weeks in waiting for the custom door, but we were advised of this up front. The prices with Pollard seem to be mid-range, and the quality is very good, based on our use of the products since the installation. All in all a very pleasant experience dealing with Pollard, and we will use them again when we need to replace more windows.

We had our front windows replaced by Pollard windows a month ago and pollard did a wonderful job. Their workmanship was excellant and it was very professional. Their dealings was very professional and nothing to fear about anything. I had the opportunity of dealing with Danny Myles who is a sales associate of the company, and he is very professiaonal and always want to give the best to the customer and very pleasant to deal with him. I have no hesitation in remomending POLLARD WINDOWS to any body and as well as DANY MYLES as for sure from my experice they will do and give their best. Besides they have a best installer by the name of JOE who is also did a wonderful job in installing and doing the exterior capping of the windlows.

We recently replaced our living-room and bedroom (2) windows, Pollard came recommended by friends and as we shopped around found Pollard to be the most competitive in cost and service. we started the process, and Pollard ensured that our requirements were met, the sales rep and installer came over twice to review the various installation requirements we had for the different rooms. The windows came within the specified lead time, which was approximately 8 weeks. Once the windows were available I received a call to schedule the the installation, and a follow up from the installer a night before to confirm. the Installer, Jeff and his crew were great, very professional, they did a great job in installing the windows and left my place spotless. The quality of the windows are great, the bedrooms are now very comfortable a huge improvement from the older aluminum windows, and the noise level from the outside in the living room has decreased dramatically. I will definitely use Pollard again for any future window replacement Sergio

Bought a brand new home in 2007 from a local builder who uses Pollard doors and windows. In 2010 one of the windows developed a crack in the seal. The warranty did not cover the labour. It cost just about as much in labour to simply remove a slider and replace it as it would have cost for the material, and they were working in the area for the builder. Wanted to put a storm screen/sun light door on the front of the house. Pollard did not install a standard size front door. Now in order for me to place a storm door over Pollard's door I have to purchase a custom made door, hundreds of $$. Pollard's warranty not worth much to me so I'm not concerned about that issue with installing a storm door. BUYER BEWARE OF WHAT YOU ARE PURCHASING FROM POLLARD

Company Response:

Our product warranty provides full replacement costs for two years from the date of invoice. After two years, we charge for labour and provide the replacement product at no charge, up to 25 years. The window in question was a horizontal slider 48" x 32". The glass was replaced at a price of $96.00. The front entry door that was supplied (not installed) by Pollard Windows Inc. was specified by the architect and approved by the builder. The door supplied is a standard slab size of 34". There is no need to beware. Our standard warranty is posted on our website for all to see and our prices and policies are fair and reasonable.

If you are considering replacement windows I would recomend Pollard as a company not to consider. They took 11 weeks to deliver, not 6-8 as promised and another 9 weeks to fix one of the defective patio doors. A total of 19 weeks of nothing but frustration. Yesterday I had the moulding they installed around one of the patio doors replaced and found there was no foam on the bottom two feet on both sides between the window frame and the wall, you could see daylight. Their customer service is really bad, they don't seem to care. Never again.

Company Response:

Although the contract was signed in the first week of May, the order was not entered until the last week of May,after the final measurements were taken by our installer. Our Sales Rep will take the initial measurements to allow us to create the quotation. These measurements must then be physically verified by the installer before we can begin to manufacture the windows. This particular order was for painted product and we did experience an unusually high volume of orders that required painting at the same time. This resulted in a delay that was communicated in writing. We installed this order on July 19th, eight weeks after is was entered. In terms of servicing our sliding patio door, I agree, the process did take much longer than it should have. The issue was initially thought to be related to the installation, however it did turn out to be a product issue. The door is now operating as intended. With regards to the installation, our installer applied low expansion spray foam insulation evenly around the perimeter of the door from the outside, applied aluminum capping, caulked all joints and applied a vapour barrier tape to the inside. Further, our window and door installations are warranted for five years from the date of install.

We shopped around, and really liked Pollard's windows. They did a good job, including an odd shaped privacy glass window. The door arrived with a minor dent, and they came out right away to fix it. The job was completed in a day and a half. We dealt with the Burlington location.