Fenstur Windows and Doors - Duncan, British Columbia

Chad L.

I’ve been resisting leaving this review for my own sanity and that I don’t like leaving poor feedback for small businesses unless it’s really bad. I am at the point where I’d like to save others from having the terrible experience we have on their own projects.

Fenstur makes a beautiful product but their service could not have been worse. We quoted a dozen different companies for our Passive House project where we wanted full wood triple pane windows and doors built to the PH standard. It took many calls and emails to get all the specs out of the sales person, but we finally got a quote that we were happy with. It was a splurge but we had done our homework and thought it was the best choice. We were wrong.

There was no urgency to our order and a very long lead time quoted from the beginning. We had to put a 50% deposit before they would even get our order on the record. I’m a builder so I’ve dealt with long lead times in the past but this was out of the ordinary and it was clear the company didn’t care about whether we placed the order or not. Everything was on their terms and our build schedule or budget did not matter to them.

When it finally came time to ship the order we were blindsided by multiple undisclosed charges for crating the product prior to shipping and customs and the like (check other poor review). I don’t recall all the details but it was close to 10% of the total order. If we would have known about it from the beginning it would not have been competitively priced and we may have gone with another company. We also found a shady way in how they detailed their quote that hid other packaging fees in between other line items rather than presenting it as one total number at the end. Our concerns were escalated to Braden, "the owner" (see image), who couldn’t have cared less.

We ended up taking over the shipping and customs ourselves to save on some of the costs that Braden was attempting to gouge us on at the end of the process when our product was ready to ship and he knew we needed it (see other review). Our windows had been taped shut with plastic for months at this point to keep our schedule. We had a house with no windows or doors with finished drywall! Fenstur did not care.

OK, fine. We get our shipment and they are beautiful and we decide to put these guys in our rear view mirror and to never speak of them again. But now we’ve had our windows in for just over a year and 75% of them are showing blemishes in the exterior finish that is causing rot underneath and pealing of the finish. Our $75K glazing package which we dreamed of, saved for and splurged on at the expense of other items in our build that is supposed to last a lifetime is already compromised. We contact Braden. He continues to not care at all. He insists it is from us damaging the windows from install and it’s all our fault and not a warranty issue at all. He references a cleaning and maintenance kit for the first time which they did not tell us about ever and did not ship with the order. It would not have mattered. No cleaning kit would have protected these factory defects.

The windows have the defects all in the spots that receive the most direct sunlight. It’s only those locations on only the windows in the most direct sunlight. The other areas of the windows are completely fine including any that happen to be in the shade. So this is not a finish defect according to Braden? It’s not a factory issue or anything he cares to stand behind? It’s that we strategically damaged these exact windows in the sun in exactly the same locations but none other? Ok Braden…

If you are looking at this company, you are about to spend a large budget item on your project. Save yourself the pain and agony we and others have gone through and go with another company. They are out there. Maybe they are a bit more expensive? Maybe not. But it is not worth rolling the dice to deal with Fenstur and their complete lack of care for the customer.

Response to owner:

There is no evidence of damage as stated. You are gaslighting. Your response is untruthful.

Ryan B.

After getting multiple quotes from various suppliers for our new home build, we ended up going with a different manufacturer due to cost concerns. That said, Fenstur was the most responsive and easiest company to work with. They replied promptly to my emails, made updates to the quote quickly, and were very friendly to work with. They're absolutely worth working with to see if they're a good fit for your project.

Mark B.

We recently received our triple glazed combination picture and tilt/turn window from Fenstur and couldn't be happier! It is absolutely beautiful. Excellent craftsmanship with a stunning designer finish. We have been pleased with the service we received from both John and Braden. We will be designing the remainder of the glazing for our house with Fenstur's line of products (sliders, windows and doors) in upgrading the design and efficiency of our home. These modern, top-of-line wood windows are in a class of their own.

Alek M.

Nolan and the crew were great, got me set up with exactly what I was looking for quickly and accurately. First time mounting an exterior door+frame myself, everything was straight and well built from the factory. Thanks all!

Tucker W.

Bradon and John at Fenstur were kind enough to take the time out of their day to not only educate me on windows and doors but to give me a factory tour on top of that. As a residential designer this was a great 1st time experience to have and I look forward to doing some work with you guys. The windows and doors here are absolutely incredible. What I loved the most was the lack of maintenance required even with wood, these windows and doors will last a very very long time (decades) before needing to be refinished. Thank you again John and Bradon.

Kelly P.

To say I am completely disappointed with Fenstur is an understatement. Half of glass was installed backwards (confirmed by several glass experts) and they refuse to correct their mess up. In addition, door and window hardware showed up in all sorts of colours when we were clear on all being all brass. Zero accountability yet again. Be sure to get any other fees (such as custom stain and delivery fees) in writing before signing the contact as they will tie your hands and slap an outrageous fee on you. Its a shame they run their business this way. If I can give a pice of advice - find another window and door company. These guys won't be in business much longer with the way they are running it.

Steve L.

Braden and his team at Fenstur produce high end quality products with great service. I am impressed with the quality of the workmanship that went into their windows and doors. I highly recommend your next window and door purchase to be from Braden at Fenstur.

Jeannie P.

I just picked up my 3 windows from Fenstur. They are absolutely beautiful! I have enjoyed doing business with a truly local supplier. I would heartily recommend them. Thanks so much!