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:02/06/2024

  Type:Product 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.

  Contract signed for installation of ten new windows and one new sliding patio door on 3.4.23. Installation of all completed on 5.30 & 5.31.23. Shortly thereafter, it was noted that the sliding door did not close correctly and salesperson (Sam Sanders) was advised. Installation crew returned on 6.13.23 and said nothing was wrong with door. Sam returned on 6.17.23 to look himself. He stated he'd call the manufacturer, and then returned again on 7.13.23. At that time, he did a "strength test", checked with a level and advised that the door was defective, and would be replaced. On 9.19.23 the installers returned with a replacement, which apparently was the wrong size, so it was not able to be installed. Since that date, we've been told by Sam on multiple occasions that the replacement is "ordered and on its way" or "should be here next week". Somehow, however, the actual replacement and subsequent resolution never actually materializes.

  

  Business Response

  Date: 02/09/2024

  We understand and apologize for the inconvenience caused by the delay in completing the service on this door.  There was a manufacturing defect with the original door panels, which were reordered shortly after the initial installation.  It is very rare for this to occur, however, due to a repeated error by the manufacturer and changes in the manufacturing processes we had to reorder them multiple times before finally receiving the correct items.   When we finally did receive the corrected parts, they were installed the next week.  Unfortunately, the delays were out of our control, but ultimately the satisfaction of our customers is our top priority and we appreciate the patience demonstrated by this homeowner.
  

  Customer Answer

  Date: 02/09/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.  Installation of the new panel was completed on Thursday,  2.8.24. Therefore, I find that this resolution is satisfactory to me.
  
  Sincerely,
  *** ****

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