Complaints

This profile includes complaints for Shore Windows and Doors, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Shore Windows and Doors, LLC

  43 Tail of the Fox Dr Berlin, MD 21811-1911

  
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  Shore Windows and Doors, LLC

  P.O. Box 1551 Berlin, MD 21811

  

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:05/02/2024

  Type:Customer Service 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 called and ask for an estimate for 6 window mechanisms, the quote seemed high so we told the salesmen on the phone it was too high and asked why, he relooked at the quote and seen an error and said it would be approx. $500, we agreed that would be fine. He came out the same day to look at windows to order mechanisms asked that we pay a $125 deposit in cash. The next day he sent us a quote the next day and it was almost $1000 again, which we had already indicated was too high. I called and left a message, the owner Debbie, called back and when I explained what happened she indicated that I would not get the deposit back and that the price was not going to change, i tried to explain to her that we had already said we didn't want to spend anymore then the $500 quote, she hung up on me. I called back, she answered and reiterated what she had just said, i asked why did you hang up, she said because you were not understanding, i said yes i do but I'm trying to tell you what the sales men told me. She hung up on me again and then would not answer any of my called to her cell and or the business which i believe is her house.

  

  Business Response

  Date: 05/03/2024

  The quote given on the phone was a guess estimate prior to the service call.  After inspecting and researching the Andersen parts needed the quote was $976.36 to include labor, S&H, ect.  The customer was given a credit of $125.00 for the trip charge + a discount of 10% to equal $753.72.  It was explained as such on the phone call with the customer and yes I did say the trip charge is non-refundable.  The reason for the hang up was due to the customer being rude 2 x.

  Customer Answer

  Date: 05/03/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  It is not the truth.  We were NEVER told the $125 was a "trip fee" they said it was a deposit.  He told us on the phone the quote was $1000 and we said that was too high and asked why it would be that high just to replace 6 handles, he asked us to hold on, then came back and said no its more like $500, i can come out today and look at the window and make sure we order the correct handle lever.  He came out didn't say anything at all about the quote may be at the $1000 mark or we would have said NOOOOOOOOOO again and we would never have given him $125 CASH as he asked for, we made it very clear on the phone that we did not want to spend $1000 on the lever, I even said if its that high i will install them myself.  

  Also i was never rude to Debbie the Owner she was very abrupt and short, she just kept sayings "its non refundable and $500 was just a quote"  Every time I tried to tell her, I MADE IT VERY CLEAR I WOULD NOT HAVE THE MECHANISMS REPLACED IF IT WAS $1000 she would cut me off and then hung up on me 2x.  That's not me being RUDE that her not wanting to listen to anything i had to say because she was no giving me back the $125, which she 100% should. 

  
  
  
  Sincerely,
  
  
  
  ******* ********