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Business Profile

Windows

Door Store & Windows
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

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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:10/23/2024

    Type:Order 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 signed a contract which clearly stated the product and work would be completed prior to final payment. I was assured the product would be inspected prior to installation to insure no manufacturer defects. After 8 hours the installer informed me the door frame was defective and would require a re-order of an unknown arrival time and completed installation. At that point they asked for final payment. I must admit I should have never paid until the defect was repaired. The total cost exceeded $26,000 which also included a picture window and installation which was completed to our satisfaction. The window was $5000 of the total $26,000. I have been informed by our Attorney The Door Store has breeched our contract and can be sued. I don't want the situation to come to that end, however if required I will. There is simply no apology or excuses that will satisfy us. I want the contract followed and the product repaired or replaced.

    Business Response

    Date: 11/06/2024

    We have been in business for 27
    years and have been a member of the Better Business Bureau for almost 26 years,
    with no complaints with the BBB.   We have been able to accomplish this by fulfilling
    our commitments and obligations.  We
    understand the frustration of dealing with a product issue, and regret that
    this has caused you such disappointment—especially given the timeline of your
    event and the importance of this project to you. We assure you that this type
    of issue is not typical of the manufacturer, and our team did inspect the door
    prior to installation. This specific defect was inside the door, therefore was
    not detectable until the installation process was well underway.

    Since receiving your review, we’ve
    tried to reach you directly, without success. As we have stated in other
    responses, we are committed to providing you with a completed, fully
    functioning door. In addition, it is our policy to always offer payment options
    to our customers in rare instances such as this. As our installation team
    member discussed, you were given the option to hold back part or all of the
    payment for the door until the matter was addressed. As we have previously
    mentioned, a replacement door was immediately ordered and should arrive the
    week of November 18.  We will contact you
    to arrange installation as soon as we have received the door.


    Sincerely,
    *** *******
    The Door Store and Windows

    Customer Answer

    Date: 11/07/2024

     
    ********** ********



    I am rejecting this response because: The response is nothing more than a song and dance attempting to justify The Door Store's failure to meet a contractual obligation. I have had it up to my eyeballs with excuses and meaningless apologies from the owner and staff, I was NEVER advised I could withhold final payment by the Installer, nor anyone else. That is a lie. I was handed the final bill by the Installer and was told the door would be repaired within days, not months. That is my fault for handing over a check before the job was complete to my satisfaction. 

    Rest assured I will continue to give failing reviews on any forum I can for now and in the future. This is a totally unacceptable response from the owner. Attempting to place the blame entirely on me for not accepting sorry excuses and apologies over their failure to deliver and install a functioning $20,000 entry door is appalling and disgusting. I and our Attorney have not ruled out a Lawsuit to seek satisfaction. My wife is miserable about the entire situation.

    We chose this Company because of their reviews and contractual obligations. This entire situation is no fault of ours. The fault is the Company's. Period.



    Sincerely,



    ***** ****

    Customer Answer

    Date: 11/15/2024

    Better Business Bureau:


    I would like to reject the offer of Mediation for complaint ID ********.  No way I am spending $300 to gain nothing but apologies and excuses. 


    Regards,


    ***** ****

Door Store & Windows is BBB Accredited.

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