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:04/30/2025

  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.

  Jan 2023 I purchased an Advisar impact front door with side lights . Purchase price approx $9,500. Hinges started to rust right away. (All 4) after install. *** did come to evaluate hinges. *** tried to contact Advisar door through their sales person for months with no success according to *** office staff. Office could not send inquiry direct to Advisar through their portal for months office states portal did not work. Office never called or stopped by ***************. It is a local company to them. Advisar admits to wrong hinges per MWD. Supposedly Advisar sent incorrect hinges to MWD about 4 months ago. ******* may not honor warranty if door is altered. *** stated they have received the Stainless hinges from Advisar but the door jam has to be modified for it to work. ******* does not have original style hinges. Office states they need a ********* and do not have one. I have also complained about movement in on the ride side of sidelight since installation in 2023. Owner did come out. He felt it was okay even though only that side moves. That side has leaked water into the house through light wind driven rain. *** sent an employee out right away to look at that side. He assumes it came from the bottom of door. Molding around side light at bottom is warping away from glass. He could not tell for sure where rain water came in from . He did re caulk over old corking with silicone corking. I have requested also to send an Advisar door inspector out to look at the door about 4 months ago to tell me if the movement on that side is the actual door or the installation. Nothing has happened. I have sent recent emails with no response now. I called Advisar door directly. They admit to the hinge problem. They cannot help me. I have to go through *** directly. Hurricane season AGAIN is almost here. This complaint has to be finished and closed. I have consistently called MWD twice a month since 2023. A year and a half is long enough. Thank you

  Business Response

  Date: 05/01/2025

  Hello, we apologize for the continued delay for your door hinges replacement and the sidelight issue. Confirming we are coming out today to replace the hinges. With regard to the right side of the sidelight, the crew will hopefully repair today or take pictures so I can submit to the manufacturer to get a new sidelight that *** will replace if needed. ******* was bought out and that caused some of the delays, as well as multi hurricanes. ******* will not send repair people. Even though they will not honor the warranty, *** will. MWD understands your frustration with the delays and again apologize. MWD will repair your job to your complete satisfaction. Thank you, MWD

  Customer Answer

  Date: 05/01/2025

   
  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,
  
  ***** *****