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Business Profile

Windows

Boston Window & Door, LLC

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 2 total complaints 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:09/18/2024

    Type:Delivery Issues
    Status:
    Unanswered
    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.
    Sliding glass door installed March 14th, 2024 (order # *********) was installed without regard to the warning sticker on the door stating "WARNING: Panel Retainer MUST be installed to reduce risk of serious injury or death from a falling door panel. Follow Bella Impervia Sliding Patio Door Retainer Installation Instructions. If Panel retainer is lost or damaged, DO NOT INSTALL DOOR. " This clip was not installed when the door was installed, and despite my reaching out several times for follow up they have stopped responding and have not installed this panel retainer. In June they replied that the part was delayed but they have not replied since.

  • Initial Complaint

    Date:06/05/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 am writing to formally lodge a complaint against Boston Window and Door in *********, **, regarding an ongoing issue with the broken glass in my Pella Front Door.In October 2022, I contacted Boston Window and Door to report that the inside glass of my front door appeared to be falling. In November 2022, a technician was sent to my house at a cost of $90 to inspect the door. He took pictures of the issue, and the company decided to order a new Front Door Panel.In June 2023, a service technician arrived to install the new Front Door Panel and Sidelight Panel, but unfortunately, it was the wrong color and glass. Consequently, the panel was sent back. Months went by without any resolution, and on December 31st, the inside glass of the door shattered.I immediately called Boston Window and Door on the next business day to inform them about the damage. Since then, I have been waiting for a new door. Despite numerous calls and discussions with customer service, the issue remains unresolved. In the meantime, customer service advised me to hire a ********* to board up the broken window, which resulted in holes throughout the entire door.In March 2024, after continuous follow-**** the company informed me that my issue, which originated in October 2022, was no longer covered under warranty.I find this response unacceptable. I paid $90 for the initial inspection, and although a replacement door was sent, it was incorrect. Following their instructions to board up the door has caused further damage. Now, being told that my door is no longer covered under warranty is extremely frustrating and unfair.I believe that Boston Window and Door should either reimburse me for the incurred costs or provide a proper replacement door as originally intended. Their handling of this situation has been unsatisfactory, and I am seeking a fair resolution.I hope the Better Business Bureau can assist in resolving this matter.Thank you for your attention to this complaint.

    Customer Answer

    Date: 06/17/2024

    I have not heard from the business in response to my complaint. They have made no attempt to remedy the damage or my losses. Thank you. 

Boston Window & Door, LLC is NOT a BBB Accredited Business.

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