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Business Profile

Window and Door Installation

Brookstone Windows & Doors
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:09/12/2024

    Type:Sales and Advertising Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Business is soliciting door-to-door and ignoring signs for not soliciting. Seeking to start a confrontation when asked to leave the property.

    Business Response

    Date: 09/12/2024

    Hello and thank you for making us aware of your experience. When there's a non-solicitation sign we try our best to avoid the home whenever possible, unless we miss it. and most certainly we DO NOT try and start a confrontation. I will make sure the field leadership team looks closely at the address and identifies who the field marketer is so we can train up on this one. our sincere apology and gratitude for your making us aware. 

    Thank you again,

    *** *******

    President. 

  • Initial Complaint

    Date:12/06/2023

    Type:Billing Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Brookstone windows started installing windows at our house we realized quickly the damages being done to our property and let them know. Instead of resolving the situation they asked for full payment and did not complete the job but claimed it was completed. They have now tried to put a lien on our property and the job is just sitting here incomplete

    Business Response

    Date: 12/06/2023

    Hi, we had agreed to a payment term and the customer didn't meet those terms. I have all of the documentation to support this including the text message from the customer telling us to proceed with legal claim. In addition, we tried to communicate with them multiple times and no response was given. We are happy to come back. In order to do so, we need to see a bank draft in hand at the time of arriving for the amount owing and we will complete the work and collect payment. If they agree to this we will NOT charge them any legal fees associated with the claim. Please advise asap. Thank you

    Customer Answer

    Date: 14/06/2023


    Complaint: ********

    I am rejecting this response because:

     

    the job is incomplete but full payment is requested 

    the payment that is being requested also includes a window we did not receive 

    Clean up costs incurred 

    Missing arm to curtain rod 

    there are only 2 curved windows the rest do not have flashings or casement complete 

    we have contacted numerous window companies to help us understand why windows were just installed and left like how they are they can not understand why when it shows that only the curved ones were to be taken care of by owner

    we asked for a revised bill you did not finish or do all the work 

    we will pay a revised invoice of you providing windows and doors and installing the windows except for 4 of them 

    and no install doors 

    and which the doors were noted to sales rep to have chrome hinges (they are black)

    right away we told installers why are holes drilled in the doors we were proving our own specialty hardware and the holes are incorrect size that was also noted at time of order to sales rep 



    Sincerely,

    **** ******

    Business Response

    Date: 16/06/2023

    Hi. Our legal team has reached out to you to try to resolve the matter. At this point I'll have to refer any further communication to them. What was listed in the response has been delt with at the time including revision on price and project scope that according to our records was approved by you at the time. Again, all of the details and proof on what has transpired as well as any further negotiations will have to go through our legal team at this point. I know they reached out last week I'll followup again today and ask them to do the same. Thank you 

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