Winnipeg customers fuming after window company closes its doors with no notice

Some Winnipeggers are feeling shut out after a window and door company closed its doors over the Christmas break and hasn't yet reopened.

"It's been torture, and I can only imagine what other people are going through as well. You know they've taken all of our money now for the job, but the job isn't done," said Nikki Thiessen, who bought four windows and a door throughDuraco Windows and Doors latelast year.

Duraco's website does not indicate a closure, and the phone number is still active. A recorded message asks customers to hold for the next available agent, or choose from a list of options, including to requesta free estimate or leave a voicemail.

The message does not indicate any closure or change to business hours.

Thiessenagreed to pay the companyabout $6,000 to have the windows and door installed at herWeston neighbourhood home in mid-December.

Crews were paid in full but upon closer inspection, Thiessen's partner discovered problems.

"He was testing all the windows, and as he was doing thatone of the windows fell out. Thankfully, it was the basement window so it didn't break. But we had to just resecure it," said Thiessen.

"The very next day we had frost build up on three of the four windows that we had [installed]," said Thiessen.

Two windows were also installed without screens, one screen does not fit properly,and the doorbell had been removed to install the door and was never replaced.

The couple never received the outer storm door they had ordered.

'My heart dropped'

Mike Nadwidny agreed to purchase 13windows for his home from Duracolast fall, a bill totalling nearly$17,000. The installation wasn't supposed to be until this month, but he says in Decemberthe company called and asked to do the installation just before Christmas.

Nadwidny saidhe was told by Duracostaffthey would send extra crews to finish the job in two days, so he agreed. When crews arrived, they did not have all the windows and only switched out sevenof the 13windows.

Nadwidny saidasalesperson asked him to pay an additional $4,000, on top of the $4,600 deposit he already paid, before crewscould return to finish the job but he refused.

Nadwidnysaid when they didn't show up the next day, he called to find out what was going on and was told crews were unavailable. He was told thepresidentof the company, Matthew Guberman,would cometo his homeinstead.

"The owner arrives with a bottle of Baileys and an apology and a promise that he would have these crews arrive, and they'd finish it off," said Nadwidny.

I drove down there myselfjust this past Thursday, and on the window there's a thing from their landlord. They have back rent owing- MikeNadwidny, Duraco customer

Nadwidny said Guberman worked on some of the window trim that day, and then asked for the$4,000. He wrote Guberman the chequebecause, as the owner of the company, he trusted him.

"This is the president of the company. This is not just a manager. Matt Guberman showed up,BMW in the driveway, with a bottle of Baileys thinking that would appease this,"he said.

Nadwidny saidhe was then told crews would return Boxing Day, but no one ever showed up.

"We called. We called. We called. No answer from anybody," he said.

"I drove down there myselfjust this past Thursday, and on the window there's a thing from their landlord. They have back rent owing.

"My heart dropped," he said.

A notice posted inside the company's warehouse at90HutchingsSt., dated Jan.24,indicates the company is in default on its lease with Shelter Canadian Properties Ltd. to the tune of nearly $460,000.

There wasno notice fromDuracoto its customers posted as of Monday afternoon.

Calls not returned

Both Thiessenand Nadwidnysaid they have been calling and emailing the company with no response.

"I had taken time off work to go down to the store, and the parking lot was empty. There were no cars. This was Jan.18,"saidThiessen.

In anemailsent toThiessenon Jan.7, aDuracoemployee stated the company was on an extended winter break.

"I received theemailthat you sent [oursales representative] and wanted to assure you that absolutely we can come and take care of the items you outlined below. We are still closed for our 'winter break'but once we are back I will have our service department call you."

Thiessenwas later told by a different employee that the company would reopen Feb.4.

Complaints filed

A search of the Court of Queen's Bench of Manitoba lists several civil suits against the company and its owner,Guberman.

CBC News placed several calls to the companyand to Guberman, but theywere not returned.

CBC News also contacted theConsumerProtection Office (CPO) of Manitoba. Aspokesperson said CPO has received three recent complaints about this company, but would not provide further details.

"The CPO has not been made aware that the business in question has filed for bankruptcy or are in receivership," the spokesperson said in an email.

"We would encourage anyone who has a concern about this company to contact us directly with the details of their complaint."

CBC News spoke with former employees of the company but none of them wanted to be interviewed. One former employee said he felt as if the company had essentially "ghosted" their employees because they weren't told if or when they would return to work.

Manitoba Employment Standardsconfirmed it has three open complaints about Duraco, one from December and two in January, all related to wages and vacation pay.

I can't wait forever. We're selling our house, and I can only imagine what somebody thinks of when they walk inside the house and they see brand new windows but they're all fogged up, or there's ice or water on them- NikkiThiessen, Duraco customer

A spokesperson for the province told CBC News the employment standards code requires notice to the province if a company is laying off more than 49 employees within a four-week window.

"To date we have not received any notification of layoffs from Duraco Windows," the spokesperson said in an email.

Duraco also offers a lifetime unlimited warranty on its products, which has left some consumers questioninghow that will be honoured if the company goes out of business.

"I can't wait forever. We're selling our house, and I can only imagine what somebody thinks of when they walk inside the house and they see brand new windows but they're all fogged up, or there's ice or water on them," Thiessen said.

Thiessen planned to list her home for sale March 1, and still hopes the company will return to fix the windows before then.

"We don't know if they're coming back to do the job and at this point, they've done such a great job on the install already, so what's the rework going to look like?" Thiessen said sarcastically.

Thiessen said after speaking with CBC News, Gubermanreached out to her and told her he was focused on getting the problems addressed within the week.

Nadwidny said no one from Duraco has contacted him since December, and he isin the process of filinga report with the Winnipeg Police Service.

"I just want [Guberman]to answer for it, if not to me, then to the authorities that are appropriate," he said.

"They've taken all of our money now for the job, but the job isn't done."

6 years ago

Duration 2:47

Customers left in lurch after Duraco Windows and Doors shuts down without notice.