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Business Profile

Door Frames

Design Custom Storm Doors

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Door Frames.

Complaints

Customer Complaints Summary

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

If you've experienced an issue

Submit a Complaint

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:09/23/2024

    Type:Sales and Advertising 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.
    On May 7, 2024, I purchased 2 storm doors from stated company. They were to be delivered/ installed within 4-9 weeks. One door was to be custom painted. Apparently, this had not been successful, and the company did not communicate such to me but rather ignored my requests for why it was taking so long to have the doors installed. I finally pushed and pushed to learn they could not fulfill the order as agreed to. I had already told them I was not interested in doing business any further and to fully refund me. It has been weeks and although they have agreed to fully refund my credit card - no action on their part has been taken. I was advised I should see the full credit on my account by 9/18/24.

    Business Response

    Date: 09/28/2024

    We understand that having your request approved by the *** and subsequently waiting for a special order can be challenging, especially when timelines extend beyond expectations. Our team strives to communicate clearly about potential delays associated with custom orders, particularly those involving unique colors like yours.

    While we regret that this situation did not meet your expectations, we appreciate your understanding of our policy regarding custom orders being non-refundable as outlined in our contract. Your decision to cancel through your credit card company is noted, and we respect your choice.

    If there is anything further we can assist you with or if you have additional questions, please do not hesitate to reach out directly.

    Customer Answer

    Date: 09/30/2024

     
    I am rejecting this response because: the company is unable to fulfill the order of the front door in the color agreed upon.  The order was promised delivered and installed by no later than 9 weeks from May 5, 2024. At no time did anyone reach out to me to advise the status of my order or about any issues.  I made all attempts to find out why doors were not being delivered.  I have a voice message on 9/11/24 from the installer (****) final admitting why the delay. He explained that they cannot match the correct color for the front door as ordered.  I also have a text message from the salesperson ****** accepting my cancellation and advising since I already reported issue to my credit card vendor, I should be receiving a full refund.  In addition, I spoke with the door company's finance ***** on 9/20/24 and was advised that if I did not have a credit card refund by 9/25/24, to give them a call. I did not get refund so called them and got no response to the message I had left. Going on 5 months since I was charged $2150. They cannot provide product purchased and promised. No cancellation policy plays out in this situation. They owe me $2150.00!

    Business Response

    Date: 10/03/2024

    You submitted your cancellation with your credit card company.  And the credit card company has put a hold on your order because its a custom order.  The funds will be reissued back to  you by your credit card company.

  • Initial Complaint

    Date:07/06/2023

    Type:Service or Repair 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 ordered a storm door from this company in order to secure the installation I had to pay a deposit on March 3 2022. So today July 5th an installer named *********************** called me to inform me it would a few more weeks after it has already been 12 weeks to the date. I asked for a refund on my deposit which they refused no where on the paper they posted in my development to scam me did it say no refunds. Its false advertisement because one the door is extremely late and they never said no refunds. Once I looked on their website its the same complaint as my situation is now. ITS NO WAY THIS BUSINESS IS STILL IN BUSINESS ALOT OF FAULTY BUSINESS PRACTICES

    Business Response

    Date: 07/06/2023

    We reviewed our records, and did not find a customer named *********************.

  • Initial Complaint

    Date:08/02/2022

    Type:Service or Repair 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.
    Design Custom Storm Doors ****************************, ********************************* Office Manager.Purchased a front door with a lifetime warranty call in for warranty, **** called back with a very bad attitude and made very clear she will not be honoring any lifetime warranties.

    Business Response

    Date: 08/02/2022

    *********** purchased his door in 2017 and at the time, our manufacturer offered a lifetime warranty on parts and labor.  But it did not cover wear and tear of the door. In November 2020, the manufacturer removed the lifetime warranty and we are no longer able to cover the life of the door.  *********** was informed of this information and we provided him with the manufacturer information.  *********** can contact us to give more information on his door issue   

     

    We are sorry for the miscommunication that occurred with our management team.

    Customer Answer

    Date: 08/04/2022

     
    Complaint: 17655963

    I am rejecting this response because:

    Sincerely,

    ****** Odom 

    The company is of breach of contract there for like to have a 100% refund and no longer deal with this company they are in dishonor.

     

    Business Response

    Date: 08/12/2022

    On the calls with ****, *************** never provided information on the exact issue with the door.  Can *************** provide more information on the issue so we can resolve?  

    Customer Answer

    Date: 08/15/2022

     
    Complaint: 17655963

    I am rejecting this response because:

    Sincerely,

    *********************

Design Custom Storm Doors is NOT a BBB Accredited Business.

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