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:03/25/2024

  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.

  In April of 2023, we began receiving quotes from various companies to install french doors in our dining room. One of the companies we reach out to was North South Windows and Doors to request a quote. *************************, owner, came to our home and took measurements and discussed the style we wanted to install. After receiving a quote via email, we decided to hire North South Windows and Doors to perform the work. **************** came back to the home, again took measurements and confirmed the design and collected a deposit for the work, in the form of a check, in the amount of $2,000 with the remainder to be paid upon completion of the project. At the time he anticipated the work to be performed at the end of May early June timeframe.Over the course of the last year, there have been large gaps in communications with North South Windows and Doors, every time with them communicating to us a delay on their end due to the custom nature of the door and delays from their subcontractors who were building the frame. In December of 2023, we began to request a refund and ****************, said that if he could not get a firm date from their manufacturer that he would refund the deposit. In January and February we requested the refund, at one point receiving a communication that it would be sent out. Since then, our calls and emails have gone unanswered. Our best way to communicate has been through the ******** Messenger link they provide for contact us on their website.

  Business Response

  Date: 04/09/2024

  First my deepest apologies to *******************. He is correct in that we NSWD owes him a complete refund of $2000.00 deposit that he had put down on this order. We had promised them the refund twice, anticipating that we were getting our money back from the distributor which never prevailed. After several attempts of trying to get the door, built to the specs and design that Mr. ********* ********************* wanted after checking in several times the door was unsatisfactory and I had them redo the door. *** also tried two other manufacturers, who could not complete it as a this was wood and composite material mixed together and did not look well. However, I had a hard time getting my deposit back from the manufacturer, to turn over to Mr. and Mrs. the Venenzio. This was put in the hands of my attorney who was assisting me in  retrieving my deposit from the distributor, but regardless of whether I get it or not, Mr. and ******************* will definitely receive the deposit back , once again, my deepest apologies , thank you for your patience as we try to get this deposit back to you as soon as possible 

  Customer Answer

  Date: 04/11/2024

   
  Complaint: 21482258
  
  While I appreciate the apology and the acknowledgment of the debt owed, I must reject the response from NSWD for two reasons:  (1) The response does not indicate when I will be receiving the owed refund and (2) the response makes it sound that I will not be receiving a refund until NSWD receives a refund from their suppliers. 

  It is not appropriate for the consumer to have to wait for a refund until the business who owes the refund is made whole.  As a consumer, the consumer contracts with NSWD to perform the work.  If **** decides to subcontract those services to a third party, that does not pass on the obligations and risks to that third party as it relates to the consumer.  The consumer does not have privity of contract with the subcontractors of NSWD and therefore has no recourse against those subcontractors.  The consumers recourse remains at all times with NSWD and the risk of utilizing subcontractors lies solely and directly with NSWD.   

  NSWD should immediately refund the $2,000 and continue to work with its attorney and insurance to recover against its subcontractors, but the refund owed to me, as the consumer, is not predicated on NSWD being made whole.  

  Therefore, in order to accept a response, I need my refund check to be released to me immediately either in person or via E-transfer directly to my bank to ensure no claims of mailing issues can further delay my refund.

   

  Thank you. 

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

  Business Response

  Date: 01/26/2025

  This matter with Mr ******** has been resolved, after a long wait with the manufacturer, we were able to get his deposit back. Mr ******** was refunded his deposit and this case is closed.

  please remove this from the file

  Thank You 

  Customer Answer

  Date: 01/27/2025

   
  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,
  
  ******* ********