Complaints

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.

• Initial Complaint

  Date:02/07/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 have a french door that had a window pane broken due to a bb gun being shot at it. The glass was tempered and only left a bb size hole in the middle of the glass pane and was otherwise intact. I called and asked if they could do the repair on the french door and if they would be able to fix any of the wood molding if needed as it can easily be damaged during removal of the glass. I was assured they would be able to. I also called again after the initial tech came out for the estimate to ask again as the wood molding would most likely need repaired if not taken out carefully. Again I was assured it wouldn't be an issue. The glass ordered through *** I was charged $325.00 which is exceptionally high but I was ok with expecting a professional quality job. The glass is not the best fit. I also have doubts that the glass that was delivered is even tempered as it is suppose to be. I say this due to their being a chip on the edge of it that can be seen from the exposed edge of glass that is not covered or secured in place by the wood molding as it should be.Instead, the tech used white caulking on a wood stained door and did not replace or repair the wood molding. The tech told me the wood molding was never there and they won't do any work with wood molding. I would have never hired them if this was the case as the repair can be done easily. I would have gone elsewhere or done the repair myself.I called and requested a refund as they said they can't replace the molding and will only caulk the glass. They denied the refund and said I agreed to the repair. I agreed to the price and never anticipated I would need to have the entire repair redone while being out $555.00.

  

  Business Response

  Date: 02/07/2025

  We replaced the glass on customers French door and the technician explained to him that, at the end of the job, we would need to seal it in an L-shape. The customer agreed, and we ordered tempered glass for him. When we arrived to complete the work, we asked him if he preferred the seal to be white or black, and he chose the white seal. We applied the seal, and at the end of the work, we asked if there was anything else we could do for him. He said no and expressed that he was very pleased with the work and that it looked excellent.
  
  Two weeks later, the customer called to complain about the white seal. We sent our technician back to address the issue, but unfortunately, **** spoke to him in a condescending manner. **** told him that he needed to remove all the seal and apply a new clear seal. The technician explained that in the previous conversation, he had mentioned we were using either white or black seal, but he would go and purchase a clear one and replace it for him. **** then added that he also wanted a new frame.
  
  I would like to clarify that the trim was missing from the very first day we arrived at his house, and we never discussed the frame or provided him with a price quote for it.
  
  After this, **** told the technician that he ordered new glass and demanded a full refund. He threatened that if his request wasnt met, he would damage the companys reputation on every platform. The technician apologized, but explained that he could remove the seal and apply a new one, but that he couldnt do anything beyond that.
  
  At the end of the day we tried multiple time and suggested different way to accommodate this situation.
  We gave an option of use our resources again at no cost, and send a technician again to remove caulking and apply new one.
  Or to receive 100$ refund for the inconvenience.
  
  We are truly sorry for this unfortunate situation and would have been happy to resolve it, but the customer is unwilling to cooperate, and as such, we are unable to take any further action on the matter.

  Customer Answer

  Date: 02/10/2025

   
  Complaint: 22912774
  
  I am rejecting this response because:
  

  Prior to hiring MFL sliding door I called in and asked if the molding would be able to be replaced or fixed as it is required to do the job correctly. I was assured it would be able to be done. When the technician came out there was no discussion of sealing or an L shape whatsoever. The technician stated that the glass was tempered and that is what they would order as the replacement. The technician then removed the glass from the door by prying the molding away. Broke the remaining glass to remove it and then cleaned up in order to get his measurements. They had me pay a deposit for the repair and stated it would be roughly 2 weeks for them to receive the glass. They would then call to schedule the repair. I was not given any option of a caulking color and was still under the impression the job would be done correctly using wood molding as that it what holds the glass in the frame of the door. Here is a tutorial on how the repair should be done and is easily accomplished (note in the video it is stated that this is not a difficult repair 3 times as well as shows how to do this step by step). *******************************************

  I called again prior to the repair being schedule to confirm that the molding work would be done with the repair and was again reassured that it would be. Shortly after I received another call to schedule the final repair in which the technician came out and replaced the glass. As the molding that was damaged / missing was only visible from getting down on the ground and looking up, I did not notice that it was gone or damaged when the technician completed his work. I was informed to not touch the window for 24 hours to ensure everything sealed properly which makes sense now as they were only using caulk to hold the glass in place. At this time the window looked to be installed correctly as 3 out of the 4 molding pieces were there and the white substance used I assumed was a lubricant to get the window behind the wood molding that was not removed. When I went to clean the window up the next day after work I realized the molding work was not done, the white substance was caulk and not a lubricant, and that the white caulk was behind the wood molding and in front of the glass so it could not even be painted to cover it up. At this point I realized the repair was not done properly and would need to call them during business hours the following morning (Tuesday).

  When I called in that Tuesday I was informed the tech would be notified to do a call back and see about correcting any issues. I waiting the rest of the week with no response. I then called again the next week and reported I had not heard from anyone and that I still need to get this resolved. After that call I was able to get the technician scheduled to come back out.

  The technician was scheduled to come out between 8am and 12pm, however, 12PM came and went with no sign of the technician and no phone call to let me know he would not be there. I called in and they had to call the technician to get an update. Once they did they called back and stated he was behind on another job and would be out later that night between 5PM and 7PM or that they could come out another day. At this point It had already been a month since I initially called them and needed this job done as soon as possible so I said to come out that night.

  After the tech came back out and looked over the repair he attempted to tell me that the only way to repair the door is with caulk or replace the whole door. The technician also stated that they can only use white. I informed the technician that ********** sells window and door sealant in multiple colors, clear being one of them and clear being the preferred choice if working with stained over painted doors. I also explained how to do the repair correctly. The tech stated that it could not be done. I told the technician that I would then be calling in to request a refund as the job would need to be redone. At this point the technicians demeanor immediately changed and he left.

  I then called in for a refund the next day and was told they would call me back. I received a call shortly after and was informed they would not be giving any refund with no discussion around their decision and without the deciding manager or owner speaking with me to hear my side or issue. I said ok but I would then post the pictures of the repair online. If the job was done well, then the work should speak for itself and not damage the companies reputation. If they are concerned the pictures will damage their reputation then I suppose I am most likely correct in being dissatisfied with the end result of the repair.

  I also explained that the glass is chipped and if it was tempered glass, the glass would not be able to have been chipped, it would have shattered. This chip would have had to occur prior to being tempered or during the install. If the chip occurred prior to being tempered then their distributor sold them a damaged replacement of which they accepted without inspecting or installed regardless. The other possibility is it was chipped while they were installing it indicating the glass is not tempered but annealed the latter being most likely the case.

  After posting my ****** review with pictures of the repair I was called and offered to have the technician redo the job using clear caulk but still not doing any of the molding repair. I said the job will still need to be redone correctly regardless and using caulk is not the proper way to do this repair. ********** sells molding and it can easily be acquired. This molding holds the glass in place not caulking. I was then offered a refund of 100 dollars of which I said I would not accept as the entire job needs ******. I stated I would even return the glass to them as it shows high indications of not being tempered glass. The job needs completely redone and my door is in worse shape then when I called them.

  If they would have stated at any point that they would not do the molding repair I would have not hired them. I would prefer to have the job done correctly but if that was not possible (though it is) I would have paid for a new door all together. What I do not want or am willing to pay for is a cheap piece of damaged glass being caulked in place on a wood stained French door (with white caulking) on a half million dollar home. At the end of the day the repair still needs done and done correctly. They could have stated they would not repair the molding and offered to sell the door. They did not. *** took on the job and regardless of my side or theirs, that job is not done correctly and can be verified by the pictures of the work that was completed. I hired them, paid them money and they did not deliver. I am now out the $555.00 dollars and still have the repair to complete. At this point I do not wish to do business with them even if they offered to do the job correctly as they have been dishonest in their response here and now proven to not be trustworthy. The only solution I will accept is a full refund as the repair still needs to be completed with additional work needing to clean the caulking off the door which was not even cleaned after the install as well as remove the defective glass they sold me. This was not a mere inconvenience but theft of my time and money for what they thought they could **** off as a cheap repair and make a quick buck.

  I have already went to my local ********** and purchased the molding as well as ordered the tempered glass all for under 100 dollars. I am sure ***'s costs for this repair were less than mine, especially considering they didn't purchase the molding, though the technician did use a substantial amount of caulk (probably cost more than buying the molding which was under 8 dollars) along with me being a single one time purchaser. Other than that they would be out the labor of which I feel no obligation to pay for as they did not do the repair I hired them to do properly. They are more than welcome to have the glass they sold me back if and when I receive a refund.

  
  Sincerely,
  
  **** ******

  

  Business Response

  Date: 02/11/2025

  Thank you for sharing with us your thoughts.

  With all the respect, we fill like you are trying to ruin the company reputation in numerous ways and places.

  We as a company come to provide free estimate for all of our clients. You as a consumer decide to proceed with the work after all the information has been discussed and approved by you, because you submitted a deposit in advanced.

  every step of the way you were aware of the prices, how the work would be done, which materials we are using and how much time it will take.

  more than that, you were also possessed at the installation day, approved the work and paid the remaining balance of the job, because you were happy with finding a company who can do it for you, and doesnt try to tell you lies about replacing the whole door and charging thousands of dollars.

  In your rejection you basically changed the whole conversation time line, and dialogue that was between the office, the technician and the manger with you.

  per the invoice states, we never agreed on changing the molding of your door, as you already had 1 missing.

  we provided all the information necessary that shows our side.

  we gave the customer multiple options of trying to accommodate this situation. But he is unwilling to cooperate with us.

   

  Customer Answer

  Date: 02/11/2025

   
  Complaint: 22912774
  
  I am rejecting this response because:

  Responses provided by MFL are inaccurate. Please provide a copy of the invoice I signed that states how the repair would be done as the one I was provided does not describe that the repair would be done incorrectly. The invoice I received is attached to this complaint. 

  Again the repair requires molding to hold the window in place. That molding was not missing or damaged prior to MFL performing the repair and even if it was which it was not it should have been replaced with a piece of molding to hold the glass in place as part of the repair. I was assured this would be done twice. I could care less about your reputation or ruining it. I would rather have never done business with you and have my money. You took it from me and did not repair the window correctly leaving it needing to be redone, sold defective glass, lied and made accusations of me, and are now wasting my time. You are making your reputation by your actions I just want the repair I paid for to be done correctly and it was not as evidenced by the photos. You took my money and I still have to repair the window. I even offered to return the glass.  

  
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:01/27/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  Had them come out to replace some Hurricane window balancers on 12/31/2024. 8 windows needed for balancers to be replaced and they gave me a written contract for ******* with a 1300 deposit and 2 weeks to receive parts and be back to install. After a couple weeks I called to check status and a man said they RECIEVED the WRONG PARTS. They said they would expedite it. So I call back last week and a female said they never received the parts and she would expedite it. Last week i called and still no parts and no eta. I stated I would like my deposit back and didn't want them to receive the parts. Please cancel the order and refund my money. No call back so I called back and the female said they would only refund ****** of the ******* i declined and requested the Owner or Manager call me by 12 today. I was able to obtain the parts in 3 days and Window World of ***** is taking care of it. They are trying to scam a Disabled senior citizen, also a Ordained Minister. At this point I just want my ******* deposit. If not resolved ASAP I will have our lawyer file a claim and they can pay him me and interest. Please help us resolve this terrible **************** and illegal refund Company. I see they have complaints and 2.3 Star rating. Many people upset with this company.

  

  Business Response

  Date: 02/10/2025

  We have resolved the issue with the customer. And provided full refund.

  please close this case.

  Customer Answer

  Date: 02/10/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:11/04/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 contacted MFL Sliding Doors on 8/23/2024 to inquire if they're familiar with repairs on a retractable screen door screen replacement. ******* stated they are & scheduled me for a free estimate. *** the tech arrived on 8-26-2024 & after explaining to him specifically what I'd like for them to do, he said they could. I expressed to him that I have the replacement retractable screen so it should be a quick screen exchange. He said he would have to take the rear patio screen so it would be easier to do them both at the shop. We had an agreement, so he would remove & take both the front as well as the rear screen doors as well as the replacement retractable screen back to the shop because they have the equipment there to trim the rear screen at the shop. Despite agreeing on a two-week maximum turnaround time the project has now dragged on for well over two months. The lack of communication and professionalism from *** ended after they came out to take my screens. I've made multiple attempts calling and texting MFL, however they've stopped taking my calls or responding to text as well as failed to provide any updates or follow through on any of their commitments. As a disabled veteran and former first responder, I am truly disappointed in ***'s treatment of me as well as my property. The entire project of doing the screen replacement as well as the trimming of the rear screen door should have taken less than 30 minutes to complete. Prior to my accident a few years ago, I have installed several of this specific model retractable screen which takes less than 30 minutes from opening the box until completion. The retention spring that they stated that needed to be replaced sounds very suspicious considering the retention spring has an adjustment s**** & the door is less than 3 years old, however it's been used less than 20 times. I live alone & rarely have visitors. I ordered the retention spring as an integrity test, however they took everything & disappeared

  

  Business Response

  Date: 11/25/2024

  The customer *** called us out to have a technician to take a look at his retractable screen that isnt working properly.

  we came out and explain the customer that the screen has damaged in his springs and it might not be repairable.

  we decided to check if we can get the screen repaired in the warehouse and explained the customer that if it cant be repaired we will have to order a new one.

  *** said it will be fine, and after explanation and working on that screen for over a month to try and repair it for him, in order to save him money, we eventually explained him that we have to order new screen.

  *** received clear communication all the way, and states how this repair is so simple and he can do it for 30 min.

  we gave the customer an option to bring him back the parts so he can fix it in 30 min and he declined this option. 
  put a bad review and behave not nicely to our stuff.

  He is willing to have his screen picked up at any time.

   

  Customer Answer

  Date: 12/03/2024

   
  Complaint: 22509329
  
  I am rejecting this response because:

  The only statement that you got correct in your reply is my name. 

  I'm truly disappointed that you fabricated your response.

  The fact of the matter is I had a few other jobs for you, but knowing that you not only knowingly took my doors & I provided you with all of the material from the manufacturer.  You seem to be so money hungry that you keep insisting on just selling me new doors even though these doors are in new condition (other than the original call out for the hole in the screen). 

  I will not stoop to your level. 

  I'm a person of honor & integrity. You've clearly committed a Felony & stolen my doors as well my money. Kept giving me excuse after excuse & then stopped communicating. 

  The nice guy role that your shop plays is baffling & is totally unnecessary. 

  The fact of the matter is anyone who knows me, know that I'm the type of person who will give you the shirt off my back if you needed it. 

  Had you offered to return my doors, I would have gladly accepted them, because that's all I've been asking for. 

  I will gladly take a polygraph.

  If I fail, I will pay the examiner fee. If you fail, you pay the examiners fee. 

  I am confident as well as I have supporting factual evidence of everything. 

  I will continue to pray for you. 

   

  
  Sincerely,
  
  *** ********

  Customer Answer

  Date: 12/16/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *** ********

  Customer Answer

  Date: 12/26/2024

  
  After long & careful consideration, morally & ethnically I wouldn't be being true to myself, or others by removing the negative review. 

   

  When I initially posted the negative review, ( keep in mind it was several months after the initial two weeks maximum agreed upon time frame that the technician stated I would have the screen, (that I also provided from the manufacturer) replaced & reinstalled, but failed to do so. 

   

  Ultimately after getting several additional agencies involved, my doors were finally returned & reinstalled on 12-16-2024. 

   

  There was no apology whatsoever from management for the major delay, frustration, & stress that ultimately created a medical bleeding issue for me mid September, (which required an unfortunate Emergency room trip that landed me in the hospital for several days as a result). 

   

  I'm always hesitant about companies trying to take advantage of someone living alone who's paraplegic. I was very hopeful after researching MFL, that wouldn't be the case. 

   

  Unfortunately my experience with MFL was a nightmare, & maybe it was just a fluke, however so proceed with them if you'd like, & hopefully you'll have better luck. 

   

   

   

   

   

• Initial Complaint

  Date:08/13/2024

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 contacted them after the storm blew out one of the screen panels on our pool enclosure the weekend of August 4th, 2024. I specifically selected them becasue they offered same day service. They guy came out unprepared to fix anything and instead had us pay a 50% deposit in the amount of $225 to get on the schedule. We booked them for Sunday afternoon, August 11th but on Friday evening, they called and wanted to come on Saturday. We had plans but they said we didn't need to be home so we agreed. No one ever showed up. I called them and they reschedule for Sunday but again, no one came despite us receiving a call from the Guard at out subdivision they were there. Finally on Monday, after I called them at 6pm (well beyond the schedule time), they showed up after 7pm and were unprepared again. They left without saying anything and now they won't answer calls or text.

  

  Business Response

  Date: 08/22/2024

  Thank you so much for your patience during this time, while trying to finish the job on the best way and keep you satisfied.
  
  
  We are aware of our mistakes, and we will definitely work on them to provide better service in the future to each and every customer we have.
  
  
  Our mission and belief system state that we thrive to make a positive change in the service industry, to show other companies and individuals' customers that we are a company to trust about every aspect of our business.
  
  
  From the moment you book an appointment for an estimate with one of our technicians, through explaining everything in detail, having a working office who will be able to help you and guide you with any information or updates during the road, and of course preforming on the best way and have great results of the work that you requested.
  
  
  Like I said before, we always have a room for growth and improvement, and I will definitely take this case as an example to learn how to do better so we will avoid having more customers left with the feeling that you have at the moment of our services.
  
  I hope that you can understand that mistakes can happen and we as a company, learn from it to serve our clients in a better way.
  At the end of the day, we succeed to finish the work within 1 week for the day you submitted the deposit. As the technician always explain to book an appointment can take up to 14 days, and we ended up trying to give better service and turnover time which actually caused more stress and less communication, and eventually a non-happy customer
  
  
  Thank you very much for your time, for choosing us, and not giving up on our efforts to finish the job on the right way.
  
  
  *************,
  (Owner of MFL Sliding doors)
  
  Or at our office: ************

  Customer Answer

  Date: 08/23/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************