Complaints

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

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  Quaker Windows & Doors

  504 S Highway 63 Freeburg, MO 65035-7708

• 

  Quaker Windows & Doors

  PO Box 128 Freeburg, MO 65035-0128

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:03/12/2024

  Type:Service or Repair 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.

  We are building a new home (currently under construction) we ordered our windows from Quaker and paid more for the exterior of the window to be black. We have 2 windows & 1 of the sliding doors that are defective in that the black vinyl coating on the exterior of the windows is not all coated & it is actually peeling/bubbling off. I contacted ***************************** sent a technician out on 2/28/24 & he did a terrible job touching the windows up with black paint. I was extremely disheartened at the sloppy work that was done. I would never leave someones new home with black paint dripped and smeared on their new siding. Very unprofessional. The windows look terrible with black paint flaking & peeling out of them, and white still showing. I again contacted Quaker & the technician came out again on 2/29/24. He stated that the paint job he did previously was Quakers fix to the black vinyl coating peeling off. I can live with the sliding glass doors, but the 2 windows that he painted with high gloss black paint (the windows are flat black in color) will continue to ************* as they are now. We can see cracks & white showing in the black vinyl coating after the windows have been deemed fixed by Quaker. These are brand new windows with obvious factory defect. I paid extra for a black window & expect a durable & quality product. I can only imagine what this black vinyl coating will look like in a year. I purchased 28 windows and 2 sliding doors from Quaker. I requested the 2 known defective windows be replaced & all the other windows to be inspected for defect.They refuse further assistance & state our case is closed. They also stated we were aggressive to the technician & that is simply not true. We are hard working & honest people. I want Quaker to make this right.

  Customer Answer

  Date: 03/13/2024

  On 3/5/24 Quaker responded with the following: our technician touched up the paint, per QWP's instructions. He
  even went back to the site the following day to remove the smudges from
  the siding using mineral spirits. At that time, the homeowners became
  aggressive, expressed dissatisfaction & began scraping the touch up with
  a finger nail. QWP has fulfilled our obligation to touch up the paint
  despite our suspicions the vinyl was scored when the units were removed
  from their plastic packaging onsite. We will be doing no further service
  at this time.
  
  Thanks.
  
  *************************
  Scheduling Coordinator
  
  A *****************************************
  P **************  Ext. 1239  [1]
  E ********************************************************
  W ******************************************************************;[2]

  On 3/11/24 we responded to Quaker with the following: My husband and I have been blessed to work with the best throughout our build processwe would (and do) recommend our builder, Franklin County Construction, all contractors, ********* Lumber and all the businesses weve had the pleasure to work with. While the build process is never perfect, these businesses have stood by their products, services and craftsmanship. 
  The customer service weve experienced with ********************************************* is appalling. We are hard working people and we paid for what we thought were quality windows and doors. We have 2 windows that are obviously defective and we want them replaced within the next couple of weeks at the latest. 
  In response to your Quaker technician, ****** claims that we were aggressive on 2/29/24. We are truly sorry he felt that way. We felt we had a conversation with him and verbalized our disappointment and dissatisfaction. Maybe he could benefit from some further training, as his craftsmanship and interpersonal skills are lacking much. We did not scrape any paint off with a fingernail, as he stated. The paint issue is in a groove that you cannot even get your finger into. We did not appreciate him showing up after business hours (unannounced and without an appointment). He let himself through our cable at the driveway and into our locked home at dusk. When our security cameras alarmed, we had to leave our current home in a rush, fearing someone was breaking into our home. When we arrived, he was painting the windows (again) with a high gloss black paint pen (the windows are flat black) and a flashlight, trying to cover up more of the sloppy work he did the first time. 
  This is not a fix, this is a band-aid. 
  We will wait to hear from Quaker today before we make complaints to the Better Business Bureau, The ********************* and The consumer Protection hotline. We will also leave detailed reviews on Yelp, all of our social media platforms and online build and design groups. We are not afraid to speak up, so others dont get taken advantage of.
  Sincerely, 
  ***** and *****************;

  Business Response

  Date: 04/10/2024

  Our Service team has reached out to the customer directly to satisfactorily resolve this concern, and supplied replacements to their dealer for installation.

• Initial Complaint

  Date:11/15/2023

  Type:Service or Repair 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 purchased 2 Quaker Windows (v300 casement) on July 13, 2023 these windows were installed on Sep. 2, 2023. The window and screens appear to be defective as the screens are not able to be removed without tools and special knowledge which is in violation of Code R310.4. I have been in contact with Quaker Window representatives but with no resolution.

  Business Response

  Date: 11/27/2023

  A Quaker representative has reached out to ****************, and is working with him towards resolution. Quaker will be on site with the homeowner this week for further evaluation, and to recommend a potential solution.  

• Initial Complaint

  Date:11/09/2023

  Type:Service or Repair 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.

  We remodeled last year 2022 and our contractor ********* and Sons purchased two quaker windows from ****** Millwork in *******************. Quaker Windows in ******************* is well aware of this purchase. Last Nov-Dec 2022 the windows started leaking and frosting up all around the inside of the window causing a huge mess. These windows are in my basement so we hadn't been downstairs and once we realized what was happening the carpet was wet, paint was ruined from water coming in the windows. I contacted the contractor on this and he reached out to ****** and they said they just needed to know the size of the bottom sashes and that they would get them ordered. This was March of 2023. STILL NOTHING. I have reached out to ****** and received zero help ( they simply do not care ) and I have reached out to Quaker and really havent received much help from them either. Someone by the name of ********************* from Quaker FINALLY took action and came out on 10/18/23 measured the windows and measured them at 27 7/8 of an inch. He stated that they were shy an 1/8 of an inch and between that and new weather stripping on BOTH windows that they should seal correctly and that an ************************* would be calling me by the end of the next week to schedule an appt to come fix this.I have reached out to ********************* and he tells me that weather stripping is ordered for the windows but they do not need to make sashes bigger because they are within their allowable limits. THE SASHES MOVE WHEN THE WINDOWS ARE LOCKED AND THEY LEAKED ALL LAST WINTER! I have pictures to prove this and the contractor has sent those pictures to the necessary people. Still no help from ****** OR quaker. Also still no call from an *************************. Not sure why I was given that name because she has yet to contact me. I have hit rock bottom!!! Noone ever calls me to give me any info I always have to reach out and its poor customer service. This company owes me big time!! This is ridiculous!!I need help with this. Winter is approaching and I do not want my windows leaking and frosting up again.

  Business Response

  Date: 11/16/2023

  We appreciate **************** following up on the concern regarding her windows. Our service team has been in contact with the homeowner via email,ordered the items necessary for repair, and will be back on site with plans to resolve this concern later this month. To the extent that there are any additional questions that arise, **************** is welcome to reach out to the ******************* Team directly at ************.

  Customer Answer

  Date: 11/16/2023

  I would like to keep this case open until quaker actually shows up at my residence and installs the new sashes and weather stripping. They have done nothing but give me the run around since March. They make this sound like Im free to call and theyll help! Hah!! Ive been calling since March. 
  

  if there hadnt been a problem there would have been no need to contact BBB. Its strange how right after I did this report they called me to make an appt to come out. Ive been trying to get that appt for weeks!

   

  they are scheduled to come out on 11/30@2.

  Thanks,

  *****

• Initial Complaint

  Date:10/05/2023

  Type:Order 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 purchased a home in Lawrence, Kansas last fall replacing all windows and doors with Quaker products. Early in 2023 we experienced delays due to mis-measured windows, missing window screens, and a window with a broken seal.
  
  During a visit in April to assess the broken seal, ****** *********, a company representative was made aware of issues with the upstairs slider door. An order had been placed for white blinds and we received brown blinds. I continue to have one white slider door and one brown stationary door over six months later.
  
  Quaker's installers twice failed to correct the slider doors, the last visit being July 3. On August 11, I was finally informed that the missing door would arrive in three weeks. Frustrated with this further delay, I reached out to Mr. ********* on August 11 to ask for assistance in resolving the issue.
  
  On August 14, I again emailed Mr. ********* to inform him that I had been informed by the distributor that the incorrect color door had been ordered and that it would be September 29 before I could expect delivery. Mr. ********* left me a message the following day to inform me that he had “expedited” the order to arrive the week of September 11. On August 23, I called Mr. ********* and asked for the name of his manager.
  
  I called Mr. **** ***** on August 23. I explained the situation as well as my frustration with an “expedited” delivery longer than I had been initially informed. Mr. ***** agreed to investigate the situation and get back to me. I never heard back from him.
  
  Anticipating delivery the week of September 11, I received a call that week from my GC informing me that the replacement door had been damaged at the factory. He could not provide me with a revised date for the replacement door. I received no communication from Quaker.
  
  On September 15, I wrote letters to the CEO and owners of the company explaining my frustration with the company and requesting immediate action. I've received no reply.

  Business Response

  Date: 10/23/2023

  We understand
  that the homeowner initially purchased their window & door products through their local Quaker dealer, ****** Lumber. It appears there were some communication issues
  in resolving the color of the blinds originally requested by the homeowner. We
  appreciate the homeowner’s patience during the re-order process. Our
  understanding is that the correct items were delivered and installed
  successfully earlier this month. If there are any additional concerns, the
  customer is encouraged to report these directly through their local dealer. 

  Customer Answer

  Date: 10/25/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  - The company has failed to provide a satisfactory response.

  - The company's response does not address all issues.

  - The company's assertion that the matter has been resolved is not correct.

  I have attached a document that provides more detail.
  

  The response I received above frankly underscores my frustration with this organization.  It reads like a form letter as if I applied for and were rejected for a job.  The response glosses over the significant delays in the reorder process and attempts to shift the issue to the local dealer (****** Lumber in Topeka).  ****** cannot provide me with the proper blinds if they must wait for Quaker to get their act together on producing the correct product.  And the incorrect blind color wasn’t the first time an order was mismanaged; two of the windows were initially mismeasured and I had to wait several months for these to be produced to the correct specifications.

  In addition, Quaker ignores the fact that their personnel and management failed to respond or follow up after I reached out to them for assistance.  At that time, I was not encouraged to report these issues directly through the local dealer, probably because the individuals I spoke with were aware that I had already done so.  Unfortunately, ****** was forced to wait for Quaker to produce the items in question.  The sales manager never got back to me after our conversation, resulting in my filing with the Better Business Bureau.

  Quaker states that it is their understanding that the correct items were delivered and installed successfully.  Did anyone from Quaker check?  Did they follow up with me to confirm that this was so?  They did not.  Had they done so, they would know the installed screen doors do not lock and one of the windows is malfunctioning.  I’ve taken this up with my general contractor because, God forbid that I should bother Quaker about these issues.  They have made it clear that they do not care.

  My experience with this organization, and the reply I have received from them three weeks after this complaint and several months after initially raising the issue, confirms my suspicion that they do not care about their customers or the perception of their products in the marketplace.

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

• Initial Complaint

  Date:09/18/2023

  Type:Service or Repair 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.

  My builder ordered and installed an external back French door from Quaker in May 2023. Both panels arrived damaged but Quaker claimed it would take months to replace and we cant go without doors since this is a new construction house, so we went ahead and installed. Quaker arrived to fix the doors on 31MAY2023 but only brought one of two door panels to replace which does not solve our door issue. The door does not shut properly and does not lock at all to this day. This is a safety risk. Last week a stray dog broke in through the back door since it does not shut properly unless you kick it shut. We are constantly afraid someone will break into our house, which all they have to do is just walk in the back door. I have been requesting this to be fixed since 31MAY2023 and instead of fixing they just closed my ticket. They said it would be 8 weeks originally but we are 4 months out and they claim it will be another 6 weeks. I do not trust that they plan to fix this poor quality door. I wish I could just get my money back and go with another brand. However, it seems it is too late for that so they just need to show up to replace the other door panel. Also, they brought the wrong trim color when they replaced the other door panel so they need to remember to bring the correct parts.

  Business Response

  Date: 10/04/2023

  We understand that the service on this door has been lengthy,due to a variety of reasons, including supplier delays from our vendor for portions of this particular product, and incomplete communications regarding the extent of this concern. Our service team has been in contact with the homeowner by phone,has ordered the items necessary, and will be back on site with plans to resolve any remaining concerns later this month. To the extent that there are any additional concerns that arise, the customer is welcome to reach out to the ******************* Team directly at ************. 

  Customer Answer

  Date: 10/04/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:05/18/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  - Fall of 2021 we paid $6,000 for a door.
  - Fully framed house set without the door for months due to our order being lost somehow.
  - Finally got the door in and installed mid spring 2022
  - Door came without the locking mechanism or door handles
  - received the door handles and lock a couple months later. Handles that were sent were all just the ones for the exterior and were wrong and could not be installed. Lock was received but when installing realized the the door panel itself was cut in the wrong spot and didn't line up with the opposite panel. At this point we are into late summer early fall 2022. 
  - Finally got your actual rep out in November 2022 to look at the door and all our window seals that were popping out of every window in the house(whole other issue).
  
  He filled out a complete report stating all the issues and that a new panel would 
  have to be installed. 
  - Set up our service appointment to fix all the issues in I think December 2022. I take off work (again)  to meet them at the house and they show up without a new door panel and said they were just told to look at the issue with the door. Thats what the rep already did! So, they order the new panel in January 2023.
  - Panel finally arrives in the middle of April 2023
  - Set up service appointment for the end of April and I take off work again to meet them at the house. The only way to get the panel out was to cut out a piece of trim along the entire top. They get the panel swapped out and the handles put on and leave. 
  We want compensation for lost time and wages.

  Business Response

  Date: 05/24/2023

  We understand that the installation process for this
  particular item was lengthy, due to a variety of reasons, including supplier
  delays from our vendor for portions of this particular product. Quaker,
  however, was under the impression that applicable credits and warranty issues
  involving the homeowner had been resolved by our service department and/or
  ******* ******* and per the homeowner’s request. Upon further review of the above received BBB inquiry, our service team has reached out to the ******* by
  phone and email in an effort to confirm whether there are any outstanding warranty
  related concerns that remain. We await a response, and will reach out to
  the homeowners again if needed. To the extent there are any additional
  product related concerns, the customer is welcome to reach out to the
  Residential Service team directly at ###-###-####.

  Customer Answer

  Date: 05/30/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  Let me first say, that we have spent $30,000 on product with Quaker. Almost all of that product has some sort of manufacturing error or came damaged or just plain wrong.  
  
  The agreement over the $500 check was between our contractor and his supplier, ******* ******. **** ****** was given a credit of $500 to use on his personal projects if he would write us a check to say sorry for the mess up. That check was given to us MONTHS later and only after I complained about not receiving it (TWICE!) to Luke. That is an unacceptable way to handle a customer problem who has spent that much money with you. This behavior reflects very poorly on Quaker Windows.  
  
  For the last two years we have endured a constant delay in communication and lack thereof, experienced an extreme and unprecedented delay in shipping because the product was simply not made correctly by your company. These delays are not something that your company told us would happen and therefore you are liable for what we experienced as a result. These delays and issues caused my family to be out of our home for an additional YEAR. I had three babies living out of their home for a YEAR longer because of these delays. We are owed a compensation for the delays we experienced.
  
  This does not just stop at the back door, this spans over the entire home. ALL OF OUR windows have manufacturing errors in them that we must fix or just live with at this point (we have video proof). We spent almost $30,000 with your company, so I am not going to stop until we reach some sort of agreement regarding the money returned on the damaged windows and the carelessness that we dealt with for two years.

  Thank you.  

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

• Initial Complaint

  Date:03/14/2023

  Type:Service or Repair 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.

  We have a brand new home, 4 years old gas leaked out of large solid pane window ,Quaker will not help us. Happened 2 months after we moved in.

  Business Response

  Date: 03/30/2023

  Our service team has been in contact with the customer and Quaker has offered to ship the customer new glass for their windows. Customer has agreed to this and customer has an contractor hired to handle the installation. 

  Customer Answer

  Date: 03/31/2023

  Complaint: ********
  
  I am rejecting this response because: they ordered a new window glass only, we sent our installer 2 hours away to get the new glass but Quaker ordered the wrong size. Now our installer wants $400 for wasted trip but Quaker won't pay it and now we can't get installed until he is paid for his wasted trip. So we still are not resolved. And Quaker refuses to answer us. We did not order wrong size. Quaker ordered window.
  
  Sincerely,
  
  
  
  *** *** **** **********

  Customer Answer

  Date: 04/06/2023

  Waiting for window to get here, not installed yet

  Business Response

  Date: 04/17/2023

  Replacement glass was delivered the week of 4/10/23. Customer has agreed to handle the installation and associated labor. If there are any additional questions, or concerns, please correspond with the service team who is assisting you directly. 

• Initial Complaint

  Date:12/22/2022

  Type:Service or Repair 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.

  Every winter when temps get below freezing, all of my windows ice up in the corners. This includes the windows that don’t open. I understand internal moisture and extreme outdoors temperatures can cause this but not at this extend. The amount of ice that forms on all of my windows is extremely abnormal. This has always been an issue but now that I have 2 kids, I don’t have time to take a hair dryer to my windows every time temps drop. I’ve hit a tipping point. I’d like for Quaker to come inspect and diagnose the problem.
  
  The photo attached is of medium severity. Most documentation is videos. Would send them but not an option on the form.
  
  I’d like for

  Business Response

  Date: 01/25/2023

  Thank you for reaching out with this concern. One of our representatives in the customer's area has reached out to discuss condensation and internal home humidity factors that would be causing this type of issue, and will be following up with more information for the customer directly.

• Initial Complaint

  Date:09/20/2022

  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.

  On 01/10/2022, I had 2 Quaker sliding glass doors installed in my home. There were numerous problems with the quality of both doors. I immediately contacted the local building products company, where I purchased the doors, with a written list of the problems. The Quaker service technicians were at my home on 05/02/2022 and again on 08/16/2022 to make repairs. However, there are still issues. On 08/19/2022, I received an email from Quaker informing me that the service work had been completed. On 08/28/2022 and 09/07/2022, I sent an email to Quaker informing them that the work was not complete and asking for a response and resolution. To date, I have not heard back from them. On one of the doors, the sliding screen door, that was replaced on 08/16/2022, for the second time, does not fit properly. There is a gap at the bottom and a section of the screen does not fit tight. (I provided a photo to Quaker). In addition, there is a dent in the frame, on the interior, of the other door. Quaker has been aware of this since the door was installed and a photo was also provided to them. I would like the screen door to be repaired or replaced and the dent to be removed from the frame.

  Business Response

  Date: 10/07/2022

  Documentation from previous service visits confirms that all required service had been completed, and addressed, to the satisfaction of the customer. Our team has also sent a replacement frame to the customer's local provider, who can be contacted directly regarding installation. Our service team will reach out to ****************** directly regarding a time to review the recent concerns on the fit of the sliding door screen. 

  Customer Answer

  Date: 10/11/2022

  Complaint: 18044197
  
  I am rejecting this response because: I am confused about the difference in the response to the BBB, versus the email that was sent directly to me. 
  
  
  
  Sincerely,
  
  *************************

  Customer Answer

  Date: 10/31/2022

  Since the service technicians are scheduled to come tomorrow, 10/31/2022, I wanted to make you aware of another problem I just noticed today.  It is raining here, and water is dripping into the bottom interior track, of the left panel, of the 3 panel sliding glass door.  The track was full of water.  I would like the technicians to look at that when they are here tomorrow.  
  

  Customer Answer

  Date: 11/01/2022

  *********,
  
  The service technician was able to use heat to remove the dent in the frame, without any problems.  So, Im very thankful for that. 
  
  The new screen door has a slight opening at the bottom.  According to the technician, the weatherstripping is causing that, so nothing was done to correct it.  I believe
  he took a photo of the opening.
  
  As far as the water leaking into the inside track of the 3 panel door, I was told that it is overflow and that it is normal.  I am still confused as to why that much water leaking in would be normal.  To my knowledge, it has never happened with the 2 panel door. 
  
  In regards to the mud on the carpet, if a drop cloth would have been used, the problem could have been avoided. 
  
  Would you please email me a copy of the service request?
  
  Thank you,
  
  *****

  Business Response

  Date: 11/02/2022

  *****:

  
  

  I've attached a copy of the report per your request.  I'm glad to hear the frame was repaired to your satisfaction which eliminates the need to remove the door to replace the frame.  

  
  

  Regarding the sill and screen, please see below from our Technical Support Specialist, ********************  Both items are within specification tolerance levels.

  
  

  In closing, I can't argue with your statement about the drop cloth.  You are absolutely right, and I do apologize for this.  

  
  

  Thank you for your feedback and I hope I have addressed all your concerns.

  Customer Answer

  Date: 11/03/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  They have taken care of the repairs. 
  
  Sincerely,
  
  *************************