Lux Windows & Glass
Reviews and Complaints

I've had houses for 40 years and never had a scratched window. But now, I got a scratched window and it's really bumming me out. These new windows ain't like the old ones, they scratch real easy. Nobody told us to be careful 'bout that when they installed 'em. I told Jimmy how I couldn't sleep 'cause of my scratched window, but he didn't seem to give a darn. But hey, according to Glen ***, "The most important thing is takin' care of our customers. From the person at the front desk to the guy drivin' the truck, everyone cares and it shows. The customers can feel it." Well, I sure ain't feelin' it! Just wanna say, I love my new windows, but dang it, THEY DO SCRATCH.

Be careful with J&G Glass and Lux Windows & Glass Ltd. I want to share my experience before you make a purchase. We were building our dream home in *** with a planned move-in date of 1/1/2022. We placed an order with J&G Glass, a listed dealer on Lux's website, on 7/6 and wired 50% of the payment ($***) to them. The order pick-up date was supposed to be 9/29. On 8/15, I requested the pick-up date along with the weights and dimensions of the order. They provided the weights but not the dimensions, and they also informed me that there would be an additional crating fee on top of my $53,387.00 order. I asked for the cost of crating. On 8/27, I received the additional cost for crating from J&G Glass, which was $5,775.00. I was shocked, but I had no choice as they already had my deposit of $26,694.00. On 8/28, I requested an update on the order completion and dimensions for scheduling transportation. I followed up twice on 9/1 and again on 8/30. Finally, on 9/2, I received an email stating that the order had been pushed back to 11/2, give or take a few days. This was a major problem because it meant that our winter construction in *** would be delayed. The windows were essential for the progress of siding, trimming, sheet rock, flooring, cabinetry, and appliances. On 10/13, under pressure from J&G, we wired $5,775.00 for crating without receiving an update on the new order completion date of 11/2. On 10/16 and 10/19, we requested confirmation of the 11/2 shipping date. Finally, on 10/19, we received an update that our new order completion date is in January 2022, which is after our move-in date. This delay will cost us thousands of dollars in our building budget for winter construction. I wrote a complaint on Lux's website on 10/19, explaining the situation. The next day, I received a follow-up call from Sales Manager ***. He was nice but didn't offer any solutions. He said that orders are normally processed in 4 to 8 weeks and promised to follow up with me the following week. As expected, Chris's follow-up call never came. All I can do now is hope and pray that they can keep their last promised delivery date of 1/5/2022. These people and companies are terrible. My wife cries often because we will most likely not be able to move in until mid-spring, and that's if they stick to the latest delivery date of 1/5/2022, which is half a year after they took my $26,694.00 deposit. Furthermore, our custom home builder has adjusted his schedules around us, but he will start a new project on 2/2/2022, which means we will be second priority. Be cautious when working with companies like these. They have caused us a lot of unnecessary hardship and expenses. We are good people and we don't deserve this. The same goes for these companies!

I bought a new bay window from Lux Windows on November 17. It cost $*** (including tax) and I paid the full amount. The window was installed by someone named *** from LUX on June 27th, 2022. But guess what? The window leaks! My blinds got water stained and now I have to put towels to stop the water from spreading. I called them so many times, and finally on September 27th, 2022, a Supervisor named *** came and confirmed that the window was indeed leaking. He said there were "coke marks" from the tar paper. Then, on October 19th, the original installer came to my house, but he didn't fix anything. He mentioned that there was some wood rot that needed to be dealt with. He left saying he had to talk to someone named *** and he wouldn't tell me if they were going to charge me more money to fix the leak! I'm *** years old and all I want is for LUX to fix the leak so I can stop worrying about it. Can't they just do that?

In May 22 we paid LUX *** for 2 sets of wood/clad window/door custom combinations for our 2 master bedrooms of our side by side duplex. During the ***, there continues to be significant ice build-up on doors and causes water damage and mold. Contacted LUX June and they have responded by providing service attempts to repair the doors. To date, the repairs have been unsuccessful. During the multiple repair appointments, the centre garden doors were removed, cut and reinstalled many times by the various LUX technicians. Throughout these last 2 years, ice and water issues became exacerbated causing increased significant damages to the homes. The center doors functionality is very questionable. The doors qualities have been significantly compromised. We have sourced a third party building performance consultant to assess problems. The report concludes, failure of flashing and sealing around doors and possible installation issues during repair process.

Its been a very long and disappointing experience. After waiting for 6 months to get a product being special order this company took 3 more months and tree attempts to deliver the product. Finally after 9 months all together they have delivered it in a beaten up condition full of scratches and marks. After meeting with the manager and warehouse supervisor theyre have come up with the idea to use a third party contractor to revise and possibly stain or paint the product for a shared cost between the customer and Lux *** and *** as merchant. Why would I have to pay in the first place for something that wasnt delivered in the condition to meet the industry standards? and most importantly under warranty. Second when I asked for my money back they did not offered this as an option. Having the fact that all the tree attempts of delivery where cause of neglect and irresponsibility I would like Lux to reconsider and offer a different solution to solve this situation for which they can only blame themselves. As I have told to they representative: I will go for a full refund with *** added for the 9 months since they product was paid in full at the time of the order. A brand new slab meeting the industry standards. *** can organize to paint or stain the door slab as many times is needed and pay for this to present the slab in a condition which will be accepted from the customer.

In May , we ordered front and rear entry doors from Lux Windows & Glass Ltd. We wanted them to be all white, except for the outside of the front door, which we wanted to be ebony. The doors were installed on October 18. That's when we noticed that the interior and exterior of the rear door were beige. The Lux installer told us it was the new linen color, and the workers on site for our siding project agreed that the door was not white.

We told the Lux installation manager about our concern, and he came to our site on October 26. He agreed that the door was not white. He said that Lux would probably remove the door, put in a temporary slab door, and send the newly installed door out for painting. But he needed to check with his managers first. We heard back from the sales representative and the sales manager. They said that because their internal order details didn't say anything about painting the back door, they didn't have to give us a white door. But our contract clearly shows that we ordered a white back door, and we discussed it with the Lux sales representative when we placed the order.

During the Lux order process, we were never told that the rear door needed to be painted to be white. We found out that similar "primed" rear doors at other home improvement stores are white. If Lux knew that the door had to be painted to be white, they should have told us when we made the purchase. Now Lux is saying that we have to arrange for painting ourselves, at our own cost. We think this is unfair, especially since it's not what we agreed to, and it's winter now. It's not possible to remove the door and send it to a shop without putting in a temporary door.

Our Lux order number is *** and it cost $7,726.02. We already paid 50% when we placed the order, and we're waiting to pay the rest once the issue is resolved to our satisfaction.