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:07/17/2024

  Type:Order 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.

  A.On 06/27/2024 I provided them with all the details of the windows I wanted to get replaced.B.On 06/28/2024 I signed the invoice outlining the job (which was for a completed job where I was not required to hire anyone else to perform any other work after they were finished) and I paid an initial deposit of $500 on my credit card so that I would be able to take advantage of the tax-free hurricane items purchase offered by the government which expired on the last day of June this year.C.On 07/01/2024 I went into their office and paid them the remaineder of the required deposit in the amount of $4000 so that they could do their field inspection and measure for the ************************** 07/03/2024 *** came out to my house and performed the field inspection and took measurements for all the windows being replaced. (I have security footage of him outside the house)E.On 07/10/2024 I received an email from them asking me to sign a new document which had been altered by removing one of the job tasks which was the stucco repair or PVC panels. This is the final part of the job after the window inspection has passed. This part of the job is what brings the job to a state of completion. There was also a new addendum added to the bottom of the document which would basically allow them to leave the stucco on my house in any state they choose when they consider their job to be completed. At this point I would need to hire additional contractors to complete the final task of the window installation.I explained that this was not acceptable and that I would be fine with just getting my entire deposit back. They told me that this is not an option since they already ordered the windows. I would completely understand that if I was trying to back out of the job with no valid reason but they are the ones who have modified what job tasks would be performed after the job was already agreed upon, the documents were signed and money had already been exchanged.

  Business Response

  Date: 07/17/2024

  Dear BBB

  ************ contacted us and was in a hurry to order windows. Calling several times a day. Due a sales tax savings which had been in place since 2022, and ending 7/1/24. This was a last-minute order over the phone for *************** conveince and what he had conveyed to us. We had NOT visited the jobsite yet. Upon fields inspection with our licensed contractor the exterior is in poor shape and has not been maintained. This home was built in 2005 with the original paint which is cracking and could be a problem. There is unpermitted work at this location. As explained to *********** all windows orders are custom and can't be canceled after 24 hours. 

  With Mr. ***** constant contact and with this aditional problem, it is in our best interest to withdraw from the installation contract and provide product only.

  *********** will be contacted when his windows arrive and can be picked up then.

  We are requesting payment be made ******* to close the order.

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

   

  Customer Answer

  Date: 07/18/2024

   
  Complaint: 22003445
  
  I am rejecting this response because:

   

     I completely agree with the fact that I was in a hurry to get a job contract signed before the hurricane tax free promotion was over at the end of June, 2024, that was one of the main things that I was very clear about. This is exactly why some of the line items were labeled with (TDB) for To be determined since a proper field inspection had not been completed therefore the final numbers could not be determined. They knew that I was fine with not knowing the exact price of the complete job and only being informed of an estimate with specific line items being defined with a minimum and maximum dollar amount. The fact that I was in a rush to get a work order signed has absolutely nothing to do with the issue I initially wrote in about. Also, after the initial paperwork was signed there was absolutely no rush. In fact, I had not reached out to them once after we made the agreement because there was no reason to, everything was on them at this point and nobody was in a hurry because I was already included in the tax break promotion at this point.  
        *** (The installer from their company) came out and performed a field inspection. This is apparently when he noticed that the stucco was going to be more involved than what they had initially expected. After that field inspection took place is when they should have contacted me to inform me that some changes would need to be made to the job order if I wanted to move forward with it. Instead of that happening they went ahead and placed an order for the windows. After they placed an order for the windows, they removed the final stucco work line item from the job order and added an additional note to the order stating that extensive stucco repair would need to be completed after their part of the job was done and it stated that it was not included (even though they knew I was expecting that to be part of the job). Then after another week went by they sent me this new work order informing me I needed to sign it to proceed with the job. They knew there was no hurry, in fact I never spoke to them after I went to their office on July 1st to pay the remainder of the deposit.  If they had contacted me after their field inspection to let me know that they decided to modify the job from a complete job to an incomplete job I would have asked for my deposit back at that point which would have been prior to the windows being ordered, but they chose not to contact me about it.They just decided to order them anyway assuming that I would be fine paying for an incomplete job even though the original documents clearly have all the steps of a complete job.
        To try and say that this situation has anything to do with me wanting the tax break is ridiculous because that was over at the end of June and everything that went wrong happened after that date. They also knew I was in No hurry after the first $500 deposit which guaranteed me the tax break. In fact, I even told them I was not in a hurry because any of the other window companies projected at least 16 weeks for the job to start and they knew I was fine with those timeframes, and their timeframe was supposedly going to be much less than that.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 07/22/2024

  The property at ********************************************************************************************; ***** has not been maintained. ************ has several complaints against his property from charlotte County Code Enforcement for not maintaining his property.  The house has original paint and there are cracks in the stucco through the first and second floors of the exterior, as shown by the citations the property has not been maintained. ************ also has un-permitted work that he did himself as pointed out by my technician, and is now facing a situation that he is trying to get out of.  We will call ************ to pick up his windows when they arrive at our shop and can be picked up by ************.  I have attached an invoice with the balance.   D. Kallnishckies  

  Customer Answer

  Date: 07/22/2024

   
  Complaint: 22003445
  
  I am rejecting this response because:

   

  In the end it comes down to one thing. A signed agreement was made and money exchanged hands. Neither party can legally remove or add parts of the agreed job contract just to suit their needs. Donnas Door and Window had ample time and opportunity to contact me prior to ordering the windows if they felt something needed to be modified. They decided they did not need to.The only thing I will accept at this point is a complete refund of the $4,500 I have paid so far. If this cannot be settled here than I will move forward with a different process.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:06/16/2023

  Type:Sales and Advertising 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.

  My elderly parents purchased a new door through this company and to have it installed. On their invoice, it states, the cost of the door, the install, and the word "permitting" ( since Charlotte County requires a permit for a new / replacement door) Upon completion of the exterior door, the sunlight was shining through the majority of the door while in the closed position. A few calls and a few weeks later, the company agreed to replaced the door. They replaced the door, the installer signed the invoice.A few weeks later, I called the company to inquire about the permit and inspection, ***** ( assuming the owner) stated we didn't need a permit in her professional opinion.I stated that my parents paid for a permit and it was listed on the invoice, she stated I had the wrong invoice and she did not pull a permit and we were not charged for a permit. She responded with I don't care and called my parents "difficult to work with and said I had the wrong invoice" I feel that if you have a business, and a customer needs a permit for the business they are in ( windows and doors) they should follow the County guidelines?

  Business Response

  Date: 06/21/2023

  Dear BBB,

  Being short-staffed like most of the nation, we will need additional time to respond.

  Currently 2 people short 80 hours our current staff covers for weekly.

  Respectfully 

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

   

  Customer Answer

  Date: 06/22/2023

   
  Complaint: 20193011
  
  I am rejecting this response because: A business short staffed is not an excuse to mislead customers or continue to take on new customers or continue doing new business, not providing the required permits or doing less than adequate installations that require the job to be done twice!  
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 06/29/2023

  I understand your concern for your parents and I would do the same. However, you were not there during this purchase.

  Your father came in and demanded an estimate for a new door on 3/28/23. We worked with him on the spot and provided an estimate. 

  ****************** came back on 3/30 and placed the order. On the same day 3/30/23 (great service) Our licensed contractor was scheduled for a field inspection for measurements and to process the order. Just days later April 3rd. ****************** started coming into our office several times demanding his door be installed right now. Unable to understand there are other customers in front of him.  This concept of "waiting your turn" is something ****************** was unable to do.  

  I do not tolerate this abusive language placed on any employee. Customers are expected to act appropriately.   When customers become a problem the account is handed to me (*****) 

  On May3rd the new door was installed.  5/9/23 Mr. ******** returned to our office yelling and demanding we replace his door right now because daylight was showing. Again, our licensed returned to Mr. ******** a few days later for an inspection to validate the door and take photos, required by all Vendors. It was a MANUFACTURING DEFECT. 

  A new door was ordered from our vendor and re-installed on 6/7/23

  A balance is due for permitting that was not paid. 

  With the world falling into Self-Preservation people will get much worse. Entitlement, self-absorbed, unable to care about others. It doesn't surprise me ****************** did not accept our response. (we are short 2 people 80 hours a week) ****************** thinks he is the only person on the planet and demands attention **** or sooner. DDW did a great job.

  This complaint is a waste of everybody's time. A custom door ordered and installed, warranty filed and door replaced a second time in 34 days. 

  I give thanks to my staff for the endurance of working through the demanding work schedule, delays in shipments, defective products, long days and unruly customers. You are all professionals and I am proud to have you on board. 

  In conclusion- I'm a licensed contractor and have been living here since 1967.  In the industry since ****. Over 40 years I've owned a business in Charlotte County. The level of disrespect and rude behavior will not be tolerated. Our employees deserve better. 

  For the record, I responded with "I don't care" when ****************** threated me for the second or third time. 

  We are busy helping to get customers back into their homes.  This delays the process and takes time away from important issues. Try to understand and not reply with further dialog about nonsense. 

   

  Respectfully

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

   

   

   

  Customer Answer

  Date: 06/29/2023

   
  Complaint: 20193011
  
  I am rejecting this response because:

  What a great response, but when I called you, the abusive language and abrasive responses were from your end, which prompted me to write this complaint. 

  ***** and staff I spoke with told me my parents didn't need a permit for the door install, and the permit was in the invoice as paid in full.

  You respond quite well when there is a complaint against you, but my elderly parents have never been abusive or demanding, but paying for a door from you, you would think the door would have been installed correctly the first time! 

  I will never use this company, and I will let all my friends know that this company lies when they're called out because of the way they speak to their customers, terrible customer service! 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:05/16/2023

  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.

  On 12/13/2022 *****'s company installed a front exterior door without the proper screws and many holes were left without them being installed. I was also price gouged as she charged $800 to install the door, which took approximately 1 1/2 - 2 hours. The door also has not been inspected and it has been 5 months. A glass insert was also installed and it was damaged. *****'s has stated she does not know when the insert will be in when she emailed me and told me it was in on 4/18/203. Now she has no idea when it will be in and has not answered my emails. This company took a substantial amount of money ($6,791.70) from me and has refused to complete the job. I would like this complaint to show up on her record. This businees in extremely unprofessional, price gouges, and does not complete the job.

  Business Response

  Date: 05/16/2023

  After being a business owner in Charlotte County for 40 years I'm shocked at the abuse business owners are expected to take from customers.  ******************** is difficult. As you can see from the 69 emails and 27 phone calls ******************** is demanding and thinks he is the only person on the planet. With constant contacting ** (over 75 times) Threatening ** with social media backlash.                                                 ******************** stated many times "I will post bad reviews if you ......."  Holding this threat over **. 

  Example: Permits take months to get. We will move forward with all installations and pick up the permit when the county releases it to us.      When customers are called to let them know "your permit is ready" without hesitation they all come over to pick it up at our office. No problem. ******************** wanted his hand delivered.

  The issue is the quality of the product. *** does not manufacture glass. This has been turned over to the vendor. *** will not replace anything unless approved by the vendor. Understanding ******************** is not a priority. This customer is self-absorbed and expects immediate attention all the time. We still have customers waiting on windows and doors to move back into their home. They are our priority.  

  I don't care about bad reviews these days. I know who we are and will continue on with much success.

  Keep in mind we are short staffed 2 people. That is 80 hours our team must cover every week. A customer like this depletes our resources. Think about today's work force and the challenges all owners face. Everything I once knew about business; 50% I threw out the window.          It won't work. Times have changed. 

  Respectfully submitted

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

• Initial Complaint

  Date:10/17/2022

  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.

  On 9/14/22 we ordered an outside fiberglass door with a window and blind insert from Donnas Door and Windows to replace an outside door. She asked if we wanted to do it with or without a permit we said we wanted the permit. *** and another worker arrived on 10/14/22 to install the door. I asked some questions about the stucco, he assured me that all cracks, nail holes and other blemishes would be caulked and ready to paint, once it was painted it would be flawless.When they were finished my wife looked at it first and noticed they put back the old doorknob and bolt not the new k*** and keyless entry we ordered. *** said they took off for that and wanted to get paid immediately, I then went to look at it and *** was gone.***** called me on my Cell Phone and demanded that I give *** a check this very instant or she would call the police, I mentioned the k*** and keyless entry she replied, I dont have time to find the k*** and deadbolt you want, nor will I waste my time to find what you want. She threatened to put a lien on it, demanded immediate payment and then blocked me from calling her.The door had many faults, the blind was not centered, grout was removed from the floor leaving a lip to trip on, screws were not covered, the sill had screws sticking up not laying flat, the top right corner was separating and they were some dings and scratches. Plus they were to finish aligning the front doors with a part they forgot last time when they measured for the new door.

  Business Response

  Date: 10/20/2022

  This is in response to the complaint dated 10/17/2022.
  Excuse the delay we are still without phone and internet.
  
  My technician arrived at customers house on time on Friday October 14, 2022, for a scheduled install of an exterior door unit at **** ***************, **********, **  34291. Near completion the technician attempted to install a new keyless deadbolt and handle set, however, the color of the hardware was not correct,and the box was missing parts.  The technician called the office, and those items were removed from the invoice.  The technician presented the customer with the adjusted invoice for payment, but **************** refused to pay,and the technician left.  **************** said he was calling the police.
  **************** wanted my two (2) technicians to go to ********** to find new hardware, and with the current State of Emergency we are now in due to Hurricane **** roads are closed, traffic lights are not working. This was not a safe decision, driving times are tripled with delays and accidents.
  ODL glass inserts are made as the customer described, and the holes cannot be filled until the job has been inspected by the ****************** to close the permit. **************** also complained about the cost of the permit fee that he has to pay.
  

  Respectfully Submitted,
  
  ************************

  Customer Answer

  Date: 10/28/2022

  Hello,
  
  Im hoping you can help me.  I placed a complaint in about Donnas Door, unfortunately I have not been able to read the response, I didnt receive any emails about it. I did call BBB directly and she read me the response.  What Donnas door said was partially correct, but those are not the main issues.
  
  The door has a window with a blind, the blind has sides that are off centered.  They removed grout from the floor and left it missing, its now a trip hazard.  There are screws on the bottom sill sticking up.  The top right of the door seam is coming apart.  The are no s**** holes covered, it should have been ready to paint, as they told us.  They were also to bring a piece to finish aligning our front doors, that wasnt done.
  
  When I first looked at it they put our old hardware back on the new door,  I went to get my husband and the worker had already left, we were never able to tell them what was wrong.  I didnt want to pay until we were happy with the completed work, but she just yelled at us, demanded immediate payment and blocked us from calling so we couldnt voice our concerns.  Then she immediately started putting a lien on our home.  We still have not been able to tell her the problems as she just talks over us and says payment is due or the lien will be placed.  We really just wanted a decent looking door, finished.  I realize she cant be bothered with getting us the k**** we ordered but I think we are reasonable to ask that the doors be completed to a normal satisfaction.
  
  Thank you for your help with this matter.

  Business Response

  Date: 11/03/2022

  The miniblind door is manufactured by ODL, the mini blinds are made with a side slide on the right side of the glass to open and close the blind,

  this may give the illusion that the blinds look offset, however, this is how the doors are manufacured (please refer to odl.com)

  The door installed has passed inspection by the county, s**** holes must remain uncovered to pass inspection; any additional prep work would be done by the painter.

  The door would not have passed inspection if there were screws sticking up.

  Our labor sheet signed by the ****** specifically states *** is not responsible to repair tile (see attached signed labor sheet)