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Business Profile

Window and Door Installation

Defender Steel Door & Window Company Chicago
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 1 complaint 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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Complaint status

Complaint type

  • Initial Complaint

    Date:02/17/2025

    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.
    I worked with **** ****** at Defender Door and ** and made a deposit of $1850 on September 26, 2024 for a custom arch security storm door. I was told it would **** *-10 weeks to make. I followed up after 10 weeks on Dec 5th to check on the order. Mr. ****** text back on Dec 12th that my door was in process at the manufacturing and that I would receive an update. I did not receive an update. I called back right before Christmas and was told it was not ready and most likely would not be until the new year. I followed up on 1/14/25, via email but there was still no update. I was told by Mr. ****** on 1/17/25 that he would follow up with owner and then get back to me. On or about January 27 Mr ****** phoned me and informed the manufacturer could not make the door for my home and I would receive a refund. I asked if the refund would be to my credit card used and he said yes. I emailed Mr. ****** on 1/28 to confirm our conversation and to inquire again about the refund process. Mr. ****** emailed me on January 31st that the refund was in process and that it would take 7-10 days. As of today, 2/17/25, I have not received a refund, there is not one pending with my credit card and I have not heard from Mr. ****** or anyone else at Defender Steel Door and **. I would like to report this as fraud as misleading business representation. I do not believe this business had the intention of making my door nor plans to communicate this to me had I not diligently followed up and requested updates for myself. In addition to the now over 4 month delay, I am still without a custom door and out of $1850. Please review the practices of this business. I would like an immediate refund. I have text records and email records to confirm my communication and outreach in request of updates for the custom door I ordered. Thank you so much! I really appreciate any help with this matter.

    Business Response

    Date: 03/17/2025

    We had received a chargeback from Ms. ******* and agreed to the chargeback and did not dispute it. Our understanding is that she received her deposit back and we are very sorry for the delay. We are one of the few companies that can provide custom door solutions for special custom shaped openings such as she has but in this particular situation, we were unable to devise a solution for her and ultimately we are not able to fabricate the door for her home's specific requirements. Again, we are very sorry that we are not able to devise a solution for her and we did receive notice that her deposit has been refunded. Please let me know if there is anything further I can provide. 

  • Initial Complaint

    Date:12/28/2023

    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.
    On December 18, my security door was finally installed. My daughter's were home and didn't notice the error because it looks black, however, upon seeing the door, when I arrived home, I noticed that the lock set was not black and black is on the order. I have called and was told someone would come out but they cannot provide me with a date. I have emailed and no one responds. I would like my black lock set installed.

    Business Response

    Date: 01/08/2024

    We have responded to ******************** and are awaiting her replacement locks in her preferred finish. Just as soon as they are in we will be replacing her locks for her.

Defender Steel Door & Window Company Chicago is BBB Accredited.

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