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:04/24/2025

  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.

  I have contacted this company over and over about a broken door handle and they will not come and take care of the issue. They dontreturn phone calls. They dont return text. They dont return emails and this needs to be resolved because I brought it up when it was still warranty its no longer under warranty, but since I brought the issue up before the warranty ran out, it should still be covered by the warranty and I want them tocome and fix the door.

  

  Business Response

  Date: 05/19/2025

  This complaint came as shock because we last spoke to her in February 2025 telling her how to fix her door and then we didn't hear anything. Then, we received a complaint from the BBB and sent out our service tech to fix the door. She is complete and no reason this complaint should still be posted. If I need to show records of this specific customer, I can just not sure what you are looking for. 

  I look forward to hearing from you!

  

  Business Response

  Date: 05/23/2025

  Hi ********, 

  We understand your concerns and appreciate you bringing them to our attention. We appreciate your business and trust you'll understand that this matter is now considered closed as we have taken care of your door handle issue. Thank you again for working with Hometown Window and Door.

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

  Customer Answer

  Date: 05/24/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]
  I am not satisfied with their response because all they did was come tighten the door handle. We tighten it every 3-4 days. It should not require us to do this. There id an issue with the handle internally. I dont  appreciate how they treat me like an idiot that just doesnt know how to tighten the door handle. None of the other door handles are broken or coming loose at all. They are not following this through and getting to the issue. The communication from them is below standard. So in my view the handle is still causing problems and they put a band aid on it. 
  Regards,
  
  ******** ******
  

  

  Business Response

  Date: 06/13/2025

  We apologize, but we were not aware of any further problems with the handle or attempts to communicate an issue to us after we talked through adjustment for it on the phone in January of this year or after being at the home in May.

  
  We have worked with ******** to have them supply a replacement handle at no charge and will be there July 3 to install the new one.

   

  Please call my cell at any time if you feel there are any further communication or service shortcomings.

  -****** ****

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

  Customer Answer

  Date: 06/17/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]We contacted them several times and they would say they would follow through but they never did. We have the text messages that went unanswered and we logged all the calls. I am glad they are replacing the handle. It Should be at no cost, considering this issue came up during the warranty. And they ignored it to the point that I had to contact the BBB to get someone to do the right thing because they would just treat us like we were stupid and ignore us.. They made an appointment with me at 10am on the 3rd to have someone replace it. I am satisfied with that. The person I have spoken to in this manner is very condescending and rude. I do not like the way Ive been treated and the customer service is still deplorable. 

  
  Regards,
  
  ******** ******

  
  

  

  Business Response

  Date: 06/18/2025

  Other than go to the scheduled appointment, what can we do to satisfy the customer?  Would like to change their status to satisfied.

• Initial Complaint

  Date:11/06/2023

  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.

  I ordered an ******** patio door from Hometown ***************************** when they were called Clevernest back in Spring 2022. The door was installed June 2022. There was an issue with the seal and they replaced it in November 2022. The issue has persisted and the owner came to evaluate the continued problem on 8/7/23. He said he would get back to me, but after 6-7 weeks I heard nothing and called to complain. They sent out a technician on 9/26/23 to evaluate it again because the owner did not follow through on communicating details from his visit. They said they were going to submit information to the manufacturer (********) and get back to me with a resolution. I've called and asked for an update but they claim to not know what's happen with ********** decision on whether or not the entire door should be replaced, due to possible manufacturer defect. It has been 6 weeks since the technician was here. I find it hard to believe that ******** has not responded in 6 weeks. I am filing this complaint to ignite Hometown's efforts to resolve my issue quickly, because my phone calls do nothing to create urgency to solve my problem.

  

  Business Response

  Date: 11/07/2023

  I spoke to ******** corporate representative shortly after the initial point of contact.    i did not follow up to ensure that the service team reached out to address the issues.     on 11/7/23 upon receiving the complaint i sent a follow up email as well as phone call to ******** to make sure we address this.    

    i will update as i have more information 

  

  Business Response

  Date: 11/10/2023

  Hometown met with customer as well as a ***************** rep today to inspect the door.      We are awaiting a response from ******** as to what their finding are and potential resolution.   I should have an update for the customer on monday 11/13/23

• Initial Complaint

  Date:08/10/2023

  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.

  I first ordered to windows 1-31-2022. The windows were not installed until 9-19/20 2022. The installation was by **** and he noticed and took pictures of one broken window and five screens with holes in them. It was to be fixed 2-6-2023, could not be found in warehouse. It was to be fixed 5-9-2023, still could not be found. It was to be fixed 6-7-2023, wrong size and still no screens. I talked to ***** several times and he said it would be fixed today 8-10-2023. No show and no call to explain why. Every time they have been here they took photos and measured both the window and screens. I have no complaints with the price or installation but I am never called back and they keep putting the blame on ********. Next month will be a year since the installation. My patience is wearing very thin!

  

  Business Response

  Date: 09/21/2023

  We have reached out to customer to follow up on the open service item on their project.    All needed items are on order and this has also been communicated with the customer.

   Once we receive shipping dates from our manufacturer we will schedule service to complete open items.   

  Customer Answer

  Date: 09/22/2023

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. However if the issue is not resolved soon that I will be forced to take matters farther.
  
  
  

  Regards,

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

• Initial Complaint

  Date:01/15/2023

  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.

  On 20May2022 I paid approximately $7000 for a new french patio door from Hometown Window and Door (HW&D). On 07Sep2022 the door was installed. At installation, the installer realized that the screen door that was sent was created backwards. The installer said he would notify his company and they would order another screen door from *****************On 11Nov2022, I contacted *************************** at HW&D by phone to inquire as to the progress on getting my screen door and to report several problems that had developed with the door. The door did not lock properly, the trim had cracked in numerous places and the paint job on the inside of the door was defective from the factory. He said that he could send someone out to fix the lock, but I didnt see the need to have them waste a trip from ******* so I told them to do all the work when they came to install the new screen door. He asked me to email him photos of the issues, which I did that day. He scheduled an appointment for 22Nov2022 at 10:30 am for a guy to come and install the screen and fix all the trim. On 22Nov2022 the guy never showed up, and I was never notified. I called ***** to find out what was going on and he said their computer system was messed up. He said he was in the field at the time, but would call me back when he returned to the office to re-schedule. He has never called me back.After not hearing back from *****, on 06Dec2022, I contacted ******** corporate *************) to lodge a complaint about their retailer HW&D, and the quality of their door. I spoke with a lady named ***** who opened case# ********, and said she would look into the problem and get back with me. On 27Dec2022, I still had not heard from *****, so I called back and asked to speak with her. The person I spoke to said ***** was not available, but that she would give her the message and she would return my call later that day. She did not, and I havent heard from anyone since.

  

  Business Response

  Date: 03/09/2023

  After Speaking to ***** regarding the unresolved items with her door, we set a date to finish the open items on 3/13/2023 at 2:00 pm.    We will provide an update once the items have been resolved and customer is satisfied

  Customer Answer

  Date: 03/17/2023

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me.   They have been to my house and made repairs in the door.  The lock, i am told, is functioning properly as is.  The sticker on the door with instructions to operate should not have been placed on this door.  The instruction sticker is for a different model door/lock.  They have installed a properly manufactured screen door, and have re-painted the door and trim.  The original cracking of the trim did not happen immediately upon install, so time will tell if it remains intact.  But for now I am satisfied with the work.  Thank you.
  
  
  

  Regards,

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