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Business Profile

Window and Door Installation

Jones Window & Door

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

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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:08/13/2024

    Type:Service or Repair Issues
    Status:
    Resolved
    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.
    Contracts signed April 19 2014 with Lowes to purchased and have installed two new windows at my home, including stucco sealing and removal and replacement of my accordion hurricane shutter. Addition to the contract concerning the hurricane shutter was agreed to later at an additional cost of $540.00.Job was to be completed by July 5 necessary as my spouse and I had airfare to her family's in ******, ***********. Installation of the windows was to be performed by Jones Windows and doors. After many delays, cancelled appointments and just not showing up for appointments. Jones finally got the two new windows installed on approximately July 2. Numerous, numerous attempts by myself and Lowes customer service personnel to get ******************** company to complete the adobe sealing and replace the shutters has not been successful. Lowes personnel have email many escalation request and made phone calls to Jones company to no avail. I have made many phone calls myself that have gone unanswered. It is critical we get these windows and my house protected from any storms/hurricanes and also allow my spouse I to not have to reschedule any more flights since the cost is now over $600.00. Manual shutters cannot be put on the house because the bolts and screws were removed when the shutter were installed several years ago. The Jones company is vey unresponsive and negligent in their contract to do this work. Doing the adobe job in about an hours work and putting the shutters on is about an hour also. This is now August 13. Nearly 4 months to install 2 windows.

    Customer Answer

    Date: 08/30/2024

     
    Complaint: 22134744

    I am rejecting this response because:

    Thank you for your email updating my complaint process. The contractor Jones Windows and door sent two people to my home on Monday, Aug 19. They were here for about 15 minutes and took a couple photos of the windows. I have not heard from them since and they gave me no information about completing the job. I contacted ****** contractor work customer service and reported the update. Today I contacted ****** again (who is the general contractor)asking them to  cancel the contract with Jones and return $1140.00 to me so I can get someone else to complete the work. Unfortunately, I made no progress there either. Please pursue this problem with Jones Windows and doors and I will continue to pursue Lowes for their help also. Shall  I file a complaint against ****** as general contractor also? Thank you. ******* ***************. 



    Sincerely,

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

    Business Response

    Date: 09/06/2024

    We have contacted the customer and Lowes numerous of times explaining that we are waiting on the stucco company to get in contact with the customer to resolve the stucco work, so we can go back out after ****** has cured to put his shutters back up. 

    Stucco work should be completed today (09/6/24)

    and shutters are scheduled for reinstallation on Monday (9/9/24)

    I will have the customer update when work is completed.

    Customer Answer

    Date: 09/06/2024

     
    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,

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

Jones Window & Door is NOT a BBB Accredited Business.

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