Complaints
Customer Complaints Summary
- 1 complaint in the last 3 years.
- 1 complaint closed in the last 12 months.
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Initial Complaint
Date:08/07/2024
Type: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 a door Feb 20 2024 it was to take 13 weeks. It will soon be 6 weeks overdue. It was supposed to be installed weeks ago and the associate said he had too much work to get it installed. I called the company and asked for my money back and the the woman became irate and said I HAD to take the order because it was custom. Also I bought some windows from them 2 years ago and a repair guy was supposed to be here to fix them but no one has even called about them. They won't lock and slide down. 4 of them are like that. I just want my money back. I have lost faith in them and no longer want anything to do with them.
Business Response
Date: 08/13/2024
On February 20, 2024 we received a contract and 50% deposit on a storm door. We ordered and received the storm door. On March 29th my Install manager reached out to schedule install of the storm door and to repair the windows that are out of track from a previous contract, with no response. I spoke to the homeowner on July 18 (after they had called and spoke to my office wanting to cancel the order) and explained that we had the door, we had tried to schedule the install, and that I would not be refunding the money as it was a custom order. I told her that I would be glad to get her on the schedule myself and she hung up the phone. I would be glad to schedule the install and complete the order as agreed. Please let me know and I will get you on the schedule.
Thank you.
Customer Answer
Date: 08/14/2024
Complaint: ********
I am rejecting this response because:
Sincerely,
**** ****** ****** no one says anything about the windows that need to be repaired. I will accept the installation of the door for the price I've already gave them which is 557 dollars. I feel since this has taking so long that, I should be allowed to have the door for 557, the windows fixed and I will drop the matter. If not then small claims in court will be my next step. And no I did not hang up on anyone. The installation guy was very rude and he was more concerned with other installations. But yes if they install the door at 557 then we can drop this case.Business Response
Date: 08/20/2024
We will honor the warranty on the windows and repair them as discussed. My service Manager will reach out to schedule as soon as this dispute is resolved and we have a tech in the area. With regards to the storm door, I will refund the deposit. I do not wish to install the door without collecting the balance due per the contract. Thank you.
Customer Answer
Date: 08/23/2024
Complaint: ********
I am rejecting this response because: If they are willing to give the deposit back then why would I pay the rest which is 557, the same price as the deposit? I'm not fully understanding where they are coming from! If they want to install the door for the 557 deposit I can deal with that, but I'm not paying anymore money to them. If they do not want to do this, then I want my deposit back and they can keep the door. Here we are going into fall season and this has been since Feb. they did not meet my needs at all. I'll be waiting on a response because I'm getting too stressed over this. I have MS and it exacerbates my health problems.
Sincerely,
**** ****** ******
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