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Business Profile

Custom Curtains

The Door & Window Store

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Custom Curtains.

Complaints

This profile includes complaints for The Door & Window Store's headquarters and its corporate-owned locations. To view all corporate locations, see

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The Door & Window Store has 2 locations, listed below.

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    • The Door & Window Store

      18205 Gale Ave Rowland Heights, CA 91748-1243

    • The Door & Window Store

      11627 Clark St Suite 103 Arcadia, CA 91006

    Customer Complaints Summary

    • 1 complaint in the last 3 years.
    • 0 complaints 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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    • Initial Complaint

      Date:01/10/2024

      Type:Service or Repair Issues
      Status:
      Unresolved
      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.
      I am seeking a refund of $5,5051.01, from The Door and Window Store (TDWS). In December 2022, I purchased 17-windows and 2-slider doors from TDWS. I was advised by their dealer that window sizes are guaranteed by the company. TDWS's took the measurements.TDWS was to install the windows on September 25, 2023. However, when I asked for a demolition and installation plan, I was advised me that they do not do that. I was only provided very general information and charges. Nothing regarding labor costs, a breakdown of time it would take to complete each aspect of the job. Without this information, my fear was that costs would escalate out of my control. I was quoted approx. $20K, for installation. After conducting cost research in my area, I discovered the cost was way too high. I attempted to negotiate the cost down. They declined. I hired another installer who provided me a clear plan and timeline. He discovered that the 2-slider doors measured by TDWS were 1 3/4" too tall for the area opening. My installer, who is familiar with the owner of TDWS, contacted the owner, who came to my home to meet my installer and I. He could see the 2-slider doors were two large and said he would replace them. A couple days later, he contacted my installer to advised that he would not replace them because his dealer advised him that they were planning to reframe my entire patio wall. This was never discussed or approved by me or put in writing. This plan would have doubled the cost of installation. The dealer contacted me and advised me that they only guarantee sizes when they install. Their guarantee has no value. Without a demolition or installation plan the company has plenty of opportunity to manipulate costs and perform unnecessary work at the consumers expense. I was forced to purchase replacements for the 2-sliders they measured incorrectly, a hardship to me as I am retired.The replacement windows with the correct measurements were easily installed.

      Business Response

      Date: 01/15/2024

      Hello 

      Why is this complaint coming from ************ BBB when the job, customer & our business is in the ****************?

      Customer Answer

      Date: 01/17/2024

       
      Complaint: 21116859

      I am rejecting this response because:

      The Door and Window Store did not respond to my complaint and instead questioned why the BBB office in ************ is handling this complaint.  

      The ************ BBB office handles complaints for the Los Angeles County and Counties in *******************. 

      Please follow the instructions and respond to my complaint.
      Sincerely,
      ***************************

    The Door & Window Store is NOT a BBB Accredited Business.

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