Lux Windows & Glass Ltd

I had purchased a Lux window from someone on Facebook market place and it had a different casing on it and was struggling to figure out what to do with the frame. I went directly to Lux windows and Amanda was super knowledgeable and helped me find a solution. She went above and beyond when she didn't have to. She is fantastic. I will use her in the future for my windows on the rest of my house.

Got our windows replaced in Feb by Lux. The windows are great and very happy with them. Bit of miscommunication with them but overall happy with the product.

I had replaced my old house windows in 2021, the sale person told me the windows can open degrees which you can clean the exterior side windows, but the fact that cant.
The new house I am in the process of building, the windows and exterior doors delivered and set on side more than three months during 2022 winter, which the house framing was not start yet; the windows of master bedroom, one is missing and two windows glass are wrong style; the kitchen has one window glass missing; the front stairs has one window glass is wrong style; the living room the window frame is broken and one panel glass is missing; the main floor sunroom two panel glasses are missing; the outdoor kitchen exterior door glass is wrong and through the whole winter all the windows and exterior doors are extremely dirty. When I first realized the problem is on the March 23, 2023 and I contacted the salesman who didnt answered my phone, then I came to the showroom in Calgary, the reception asked a lady to help me and I first time to know my windows and exterior doors are confirmed the date is January 6, 2023 , but in fact they delivered on November 2022. The order shows me they recommended put all the products in the basement, but the framing actually started on January 2, 2023 that means the products set in the work site all the winter! The lux lady asked me to contact my builder, the builder told me lux will fixed all the problem on April 18-20, 2023, but the lux windows just put the missing glasses on the windows, other problem there is timeless to wait to solve. I have been referring by my friend and architecture designer, I have been the showroom a few times, but when they ordered the windows and exterior doors, no one has confirmed with me and ordered them and delivered them and confirmed on delay date , I am tried to deal with this problem and dont know if the lux windows care their clients. Hopefully the lux windows can see my review and my building can move on.

We replaced 27 windows and the front door, a major project for us.
The installation was performed by Jeremy and his team. We could not be more pleased with their work. They were extremely professional and dedicated to installing everything properly (unlike another window company we had experience with).
EXCELLENT SERVICE!

Very unhappy with my experience with Lux.
One year after moving into our brand new home and we have had issues with our patio door and front door. The patio door seam split open, there was rust on all the hinges, our lock froze shut, and mold in the seams of our patio door. Lux came in and assessed everything. Their crew right away said the product must have failed and said our patio door and front hinges would be replaced. They then came back a second time under the guise of doing measurements and checking if the door was level. While in the house, they also checked the humidity by the patio door. I cant now remember the number, but they said it was high. Now keep in mind it had been raining, it was early September and we have dog who is constantly in and out of the house. The measurement was only taken at the back door. Anyway, they left and within a day, we then received an email indicating the issue was NOT their product but due to high humidity. We were extremely unhappy that they came into our house for false reasons and in one short visit on a rainy day in early September, effectively told us we were the problem.

A couple of things:
Higher humidity is only a factor in the winter months when condensation can cause issues if not controlled. We have a multitude of windows in our home and no window coverings on the doors. Had we been remiss in keeping the humidity down, the damage to our home would be far more extensive. The only issue we have seen are the front and patio doors. The windows had condensation at times and it was controlled using the HVAC and wiping them down. Lux was informed of this.
The patio door seam was split on the exterior not the interior. We also have two patio doors in the same spot being exposed to the same conditions. One is splitting at the seams and has mold; and the other door is fine. There is no water damage on the bottom of the patio door even though it's made from particle board and hollow. (As an aside, we were quite shocked to see the bottom of the doors. They aren't even sealed.)
Finally, hinges should not rust out.

Anyway, I sent Lux an email and received a call back from their manager Laurie. Laurie listened and then fessed up that it was hard to tell what the issue really was. He said it could be due to product failure, humidity or installation. He told me he would follow up with an email so that we could find a date where he would personally come to the house to have a look. An Email was sent by him and I replied right away. Nothing. I followed up a week later. Nothing. Well,,,it has been months and nothing has happened.

It doesnt leave us, the homeowners, in a good space when Lux tells us its a product issue and then sends us a decision email/letter indicating the issue is all due to humidity with tips on how we can control it. The crew first thought it was product and Laurie, the manager, who could not be bothered to follow through, went straight to blaming the customer. They were extremely quick to wash their hands of the situation based mostly on assumptions and very little information. Had they wanted to uphold their reputation of "caring service", we don't think they would have dropped the possibility that their product was defective so quickly. Our door is literally splitting. How isnt that a product issue when the one next to it is fine?

So,,, do not buy the double patio doors. They are a very poor product. They look nice, but its not possible to get a tight close.

Be very aware that if you deal with Lux and have a warranty issue, they will do what they can to back out. If you have window coverings, they will use that against you. If they come in and your HVAC hasnt been on, they will use it.

"...Lux windows and doors are made in Alberta for Canadian climates, with industry-leading techniques, old-world craftsmanship, caring service and comprehensive warranties. Were here to help."

This is not our experience.

PS Not sure the value of their service as was paid by the buidler. All windows and doors are Lux.

Nothing like replacing every window in your house during a pandemic.
Lux did a great job and we are extremely pleased with the end result.
In particular, our Sales Consultant Jackie did an exceptional job. Considering she did not enter our home during her assessment, everything turn out great. We appreciated her professionalism, knowledge and quick response which one does not always with sales personnel. Jack and his installation crew of Chris and John also did a tremendous job.

We live in Rockyview on 5 acres. Our original windows and doors were installed by a well known company in Calgary, one that still struggles with the meaning of customer service.
Durango Developments recommended we look at Lux Windows. This was the best choice for us to make. We had 2 windows and 5 doors replaced by Lux. Quality products, great sales experience,excellent installation teams , excellent customer service teams and follow up.
I would recommend Lux Windows highly. Very impressed with everyone at this company.

We had 46 windows and 5 doors replaced in December, from start to finish everything was extremely professional with workmanship that was exceptional. It completely transformed the whole look and feel of our home. We are so very please with the work and product.

Wind blows in from the front door at the base and the side windows fog up in cold weather. House humidity is low and other windows in the house do not fog up.
Service dept has said that the fogging up is my fault because of the humidity and they said "its a good thing the casing is vinyl, just wipe the moisture off, it won't mold". Door supposed to be rated Zone 1.

Good job Lux Windows! You replaced the remaining 3 windows on the main level of our home last July with triple panes. You took special care to re build one of the frames that needed adjustment. The job was done well, and the man and his son who did the installation were very professional. We wanted to wait until a cold snap to write a review for the real test. It’s been hovering around -30 this week and the windows are performing beautifully! No frost build up and minimal moisture. The rooms also seem warmer. You deserve a great review!!