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Business Profile

Security Door Screens

Den Defenders

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Security Door Screens.

Complaints

This profile includes complaints for Den Defenders's headquarters and its corporate-owned locations. To view all corporate locations, see

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Den Defenders has 2 locations, listed below.

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    Customer Complaints Summary

    • 2 total complaints in the last 3 years.
    • 2 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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    Complaint status

    Complaint type

    • Initial Complaint

      Date:01/24/2025

      Type:Order 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.
      Failure to comply with contract Many date changes for project Refuse to return deposit

      Business Response

      Date: 06/05/2025

      This customer purchased two separate *********************** from us (a security screen door & a full fireplace swap out). We provided the customer with estimated **** for all products and, per our contract, on 2/22 we informed her when there was a delay with some of the materials for the fireplace project. During this phone call she seemed okay with the circumstances.

      On 2/24, she requested a discount for the inconvenience of the delay and one of our **** let her know she would request this on her behalf and reach back out. The *** reached out again on the same day, but ***** did not check the number that the message was left on and sent us a series of angry text messages, telling us to cancel the project (even though she was well over the state-prescribed cancelation period) and that she was contacting the BBB.

      Two of our consultants and our general manager each spoke with ***** and we were able to reassure her and the plan for installation was resumed. However, due to the sensitive nature of this situation, we chose to continue the communication directly with ***** rather than go through the BBB to prevent further frustration and miscommunication. 

      We stayed in contact with ***** until both of her installations were completed by April. We also  kept a buffer window open to ensure that all of her products worked properly & that there weren't any issues. 

    • Initial Complaint

      Date:11/21/2024

      Type:Service or Repair 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.
      This a SUMMARY due to character limitations:3/15/2024: Security screen door ordered for back door.5/1/2024: Installer came to install door, Door opens wrong way. I did not accept.7/3/2024: Installer came to install now front door. Door wrong size for front. Had it installed on back door, and accepted.8/1/2024: Received call that front door was damaged. Installer did not come. Not installed. 8/16/2024: ************* to find out status of door. Left message. No return call.8/22/2024: *************. Left message. No return call.8/29/2024: *************. Left message. No return call.9/9/2024: Installer called saying he was running late. Appt. Rescheduled to install.9/13/2023: Installer came to install door. Door opens on wrong side. Not accepted.10/18/2024: Installer came to install door. Door wrong size. Did not accept.10/21/2024: Spoke with office. Said I wanted to cancel order, and wanted refund of down payment. Told I would be breaking contract; could not give refund. Spoke with supervisor, who also said I could not cancel and receive refund.10/30/2024: Door installed. 1) Had been told they would match lock to back door. They did not. Said he would return. Rest of payment collected. 2) Door not installed properly and A PIECE OF MY DOOR JAM/FRAME HAD TO BE CARVED OUT WITH UTILITY KNIFE to make room for key to be turned to lock the door. 3) After he left, I noticed door was not centered in ******* (maybe why there was not room to turn the key).11/13/2023: As of today, I have heard nothing. ******* (installer) had said he would return with proper lock (with inside k*** instead of inside key, and that matches back door key).This is an unacceptable installationwith a carved out hole in door frame. I am sure the managers of the company would not accept it on their home doors. Photos attached.

      Business Response

      Date: 06/05/2025

      Last year, ******** ordered a security screen door from us. We returned to install the door only to discover that the manufacturer **** built it improperly. We reordered it & returned to install it again later on, this time successfully. 

      ******** then ordered another door with us and we placed the order. Unfortunately the manufacturer messed up on this new door as well. We reordered it and they messed it up yet again. The manufacturer was having severe internal issues last year and, due to situations like this, we actually no longer order from them.

      We ended up having to return a total of three times to get the second door installed but in the end we were able to install it to satisfaction & ******** paid her balance. Since then she has had no issues with the doors. 

    Den Defenders is NOT a BBB Accredited Business.

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