Complaints
Customer Complaints Summary
- 6 total complaints in the last 3 years.
- 1 complaint closed in the last 12 months.
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Submit a ComplaintThe 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:11/28/2023
Type: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.
Improper installation caused 4 screws to allow rainwater to damage the ceiling in the bathroom. It took 3 times for them to finally stop the water leak and make the final repair to the roof. Then denied that they were responsibility for the interior water damage.
Business Response
Date: 12/12/2023
Customer did acknowledge that we were responsive and took care of concern on multiple occasions. Per warranty we fixed everything as promised regarding the issue.Customer Answer
Date: 12/27/2023
Complaint: 20925342
I am rejecting this response because:
Sincerely,
*****************************Business Response
Date: 01/01/2024
Rejecting service is understood, CWD check and corrected issue stated in complaint.
We even returned a 3rd time to apply flashing requested by homeowner at no charge for his screenroom addition that we did not install.
Customer Answer
Date: 01/02/2024
Complaint: 20925342
I am rejecting this response because:
Sincerely,
*****************************Initial Complaint
Date:05/17/2023
Type: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.
Met with 2 guys from CW and Doors to get quote on replacing garage door with double opening French doors and a window. While standing inside garage looking out I pointed out the brick steps going into the house and said we need working door on left so the main door does not hit steps. Contract signed and work was done. When installers were doing work, I informed them the working door was on the wrong side. After much back and forth-initiated by me because they would not contact me, they told me I signed the contract and that it called for the working door to be on the right and further informed me they would switch the door for $1000+ dollars.Business Response
Date: 05/17/2023
Per Mrs. ********* picture, everything she asked us to manufacture and install has been done.
We do regret that she is not happy with the door's orientation after its installation. In order to change the unit almost half the door has to be to re made. We are glad to facilitate and even provide any labor to her at no cost, even though it was no fault of CWD.
Attached is our agreement with Mrs a ******** as well as the door order itself. You will see that everything from the initial agreement to the actual order to what was installed is correct.
Best regards
Business Response
Date: 05/17/2023
Attaches docs in blue box above!Customer Answer
Date: 05/17/2023
Complaint: 20069289
I am rejecting this response because: their error in writing up ..installer stated all doors were designated by looking in.
Sincerely,
***************************Business Response
Date: 05/22/2023
Storm door are addressed by outside looking in, entry doors are addressed by inside looking out. Writing was clear on agreement and pictures confirm what was ordered is what was installed. Once again we are sorry customer doesn't like what she has ordered. We are still willing to provide labor at no cost to help resolve the problem.Initial Complaint
Date:04/05/2023
Type: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.
Carolina Windows & Doors installed siding and 1 storm door on our house Jan. 2023. Some of the trim work was popping off the house, the door did not have any closing hardware and does not open or close properly, there are gaps all around the door letting in outside air. The threshold on the storm door was only a piece of trim work so they sent someone very unqualified to try and fix it and now it is even worse. I started keeping a log on Feb. 1st of how many times I have called with no satisfaction of getting the necessary repairs done. You can only talk to the operators or leave msgs for 1 of the 3 ***** owners. They never call you back. I sent 6 pictures of the damage in as email and one of the operators called but nothing has been done to date. We spent $18,000 with this company and cannot get any personal response or any of the damage repaired.Business Response
Date: 04/05/2023
Spoke with customer this morning and set to address storm door next Wednesday morning.Customer Answer
Date: 04/12/2023
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:01/16/2023
Type: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.
They came out to replace the handle and locks in July of 2022 because the lock wouldn’t work any more. They said they had to order a replacement. We have been calling to see when they were coming to replace it and they say when someone is in our area. It has been 6 months and they haven’t replaced the lock yet. We paid a lot of money for a door that the lock doesn’t work.Business Response
Date: 01/30/2023
Weather permitting we will be going out this Thursday to complete work order.
Best Regards
Initial Complaint
Date:10/03/2022
Type: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.
Aug 11, 2021 *** ****** told an order of replacing 13 window ,2 storm doors, front and back entry doors also patio door with sliding door. my price total at $22,013.00. My install date was April 18,2022. three month after my back storm door be gave to expanded or swell around the frame of the door. My glass is hanging by a thread. with the rain this week if have became worth. I have been waiting since May for them to replace it but they keep telling my that no one is working the area. My glass in shaking and i need it replace . They isnt standing by the warrant. they didnt tell me that if something go wrong i have to wait for someone to come in the area. my window and doors have a 20 year life warrant. and they not stand by it.Business Response
Date: 10/16/2022
We were made aware of the vandalized storm door not long after their new product was installed. We informed the customer that we would be happy to take a look at no charge when in the area since vandalism is not covered under warranty’s. We still have notes to have one of our crews stop by!
Beat Regards
Business Response
Date: 10/23/2022
Please see attached pictures! Please be sure they are available for everyone to see. We are happy to cover any fault of ours but can’t fix intentional damages at no cost.Customer Answer
Date: 10/24/2022
Complaint: ********
I am rejecting this response because: im not understanding what they talking about. International fix. You sold me windows and doors with a lifetme warranty which is 20years. The quality of your handmade on-site materials that you made but came in a box steel doors can't whole up to Sun explosion. But you specifically in windows and doors you should know. But if they energy efficiency that heat shouldn't be coming in. The door was so hot that I got burned from it. So what is your international fix mean? Or what you saying is you not going to stand by your warranty ?
Sincerely,
******** ******Customer Answer
Date: 10/27/2022
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.
Sincerely,
******** ******
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