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Business Profile

Windows

Pro Windows & Doors

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Pro Windows & Doors's headquarters and its corporate-owned locations. To view all corporate locations, see

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    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:02/16/2024

      Type:Product 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.
      We purchased a door from Pro Door and Window Distributors located 35 Miracle Strip Pkwy, Fort Walton Beach, FL. 32548. (850)-374-3550. Paid $10,303.74 for a door which consists of double French doors with two side lights with full glass. The door was paid in full prior to receipt. When the door was delivered not all of the necessary materials were included (jamb extensions and brick molding). Also, there is a defect in the glass on one of the doors. The door was delivered in early December at which time the company was notified of the missing materials and of the defect in the glass. There were other defects that company refused to replace because they hadn't been noticed until the door was installed. We have been calling for 2 months to resolve the situation. We either get voice mail or same excuse we've emailed the door provider and we're waiting for a response. They sent a glass replacement early February that apparently was cracked so it was sent back (we never saw it). When I call to get updates same thing voice mail or we're still waiting on a response. No sense of urgency. They requested payment in full before door was delivered and we delivered. I think it is unacceptable to demand payment in full for a product and have your customer just wait because of defects and missing parts that is your fault for not including them with the order. All the while the entrance to their home is unfinished and unpleasant. We have been unable to get any resolution and very little response. We need help. We would like the missing/replacement parts so the contractor can finish the install and a reasonable price adjustment for all the hassle and sleepless nights that both my husband and my self have suffered through stressing over this entire situation. We understand things can go wrong but its all how you handle it. This should have been a pleasant experience instead its been a headache. Thank you.

      Business Response

      Date: 02/16/2024

      Good morning,

      We placed the order with the factory and it arrived with everything for the order including the brickmold. These doors do not have jam extensions or the option for them, they do offer interior casing option at an additional cost which was refused when presented. The contractor installing the door (Reef Runner) informed us that they needed new brick molding for the door 3 times and we provided it to them 3 additional times and I have confirmed with reef runner that they now have 4 sets of brick molding for this door configuration. This door is 97 inches wide and Reef runner informed us that you are requesting the brickmold be 100 inches long however the max length the factory carries is 98 1/8 long and anything longer than that they join 2 pieces of brick molding to cover a larger span. In addition the brick molding is only an optional way to trim out the door and most use wood or fiber cement board to trim out door openings. Reef Runner informed us that this was offered to you at no additional cost but the customer refused this offer. Advisar requires us to pay the factory 100% up front for the any door order because every order is custom and cannot be returned. When purchasing from Homedepot or Lowes all orders are paid 100% up front before an order is placed. We require a 50% deposit and 100% when product arrives to us before we deliver it to a customer. 

      When we were notified of the defects in the glass we had replacement glass placed on order. The glass arrived and the contractor reef runner came to pick it up and when they did they opened the box and showed us that it was shattered and we have attached photos of this onto here. We then had the factory place another piece of glass on order for this and it has a ship date of 2/22/2024. Due to this being a custom color door we asked that Advisar factory service team to swap it out so no damage would happen to the frame and they are planning on doing the glass swap in mid March. As for the unfinished exterior and interior of the door opening the contractor doing the install has all necessary materials to complete the install and finish this opening and has had them since the initial delivery in December. The glass replacement can be done with with the door fully installed and finish trim work completed so there is no need to wait on finishing this install. 

       

      Customer Answer

      Date: 02/21/2024



      Complaint: 21299922



      I am rejecting this response because:

      The facts are not accurate and we still need material we should have received with original shipment. 

      The fact that these doors do not have jam extensions was never conveyed to us. We
      never “refused” anything. Interior casing was not needed.

      The contractor informed you that the provided materials were not correct. First, “jam
      extensions” were not included. The fact that they were not available was not known at this point. And
      the provided “brickmold” did not include one piece to cover the top of the door which in my opinion, for
      a 10k door, should be available. Again, the fact that they do not have a suitable size was not known at
      this point.” Just my opinion but sending the same thing 3 times without verifying what is really needed
      shows a lack of professionalism and good customer service.

      We chose Pro Doors based on a recommendation from **** ******** We had no
      problem paying for the door upfront in good faith. The issue with paying upfront is there is no recourse
      when things go wrong. And there is no sense of urgency or empathy when an issue occurs on the part of
      Pro Doors. You have your money. Also, I am quite certain that you did not pay Advisar $10,303 for the
      door. So, this argument is utter nonsense. And we did not deal with Home Depot or Lowes. We dealt
      with you, our mistake. I cannot speak for Reef Runner, but they may regret this choice as well.

      We understand things happen with manufactured products. Our issue is the lack of
      communication regarding the damaged and missing parts as well as replacement glass.

      The initial delivery didn’t include the sidelights. When sidelights were received, one of them was damaged. I have pictures received from the person who
      delivered them. Again, at this point we were expecting jam extensions and a one-piece brickmold for the
      top of the door. Once we receive the missing materials, we can move forward with the project now that we know there isn’t a 101” brickmold
      piece available. And that there aren’t any jam extensions available. All of this could have been avoided
      with some communication from Pro Doors. My wife and I have made many calls to Pro Doors, spoke to
      Dianne and Judy, both of which, NEVER, informed us of the fact that
      we couldn’t get the desired brickmold or expected jam extensions. Reef Runner also has made many
      attempts to rectify, and I believe they were not made aware of this until just recently. We have requested
      comments from Reef Runner to corroborate. It is truly unfortunate that Pro Doors is attempting too
      place blame on Reef Runners and us for their lack of communication and proper customer service.
      This has caused a lot of undo anxiety, frustration, and aggravation. Also, many sleepless nights. This
      should not have occurred and by us submitting this complaint to the Better Business Bureau, we are
      trying to prevent any other families from experiencing the same.

      Laura ********

      Please  see additional comments provided from **** ********

      ** **** ** *** ********

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      *************
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      ** ********** ********** *** ******


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