Complaints

This profile includes complaints for Western Products Inc's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Western Products Inc

  474 45th St S Fargo, ND 58103-0916

  
• 

  Western Products Inc

  2385 Vermont Ave Bismarck, ND 58504-6871

  
• 

  Western Products Inc

  801 12th Ave SE Jamestown, ND 58401-4906

  

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:02/21/2025

  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.

  Don't trust them! Go with another company. Salesman ****** came out for a problem with water leaking down my dormer onto the porch walkway. I showed him a video of it leaking and where it was. He advised they could fix it. I spoke with him some more and decided to also get new seamless gutters. About a month or two later, All New Gutters showed up, I guess they subcontract?, and installed the gutters but did not fix the original problem. The installer advised that the flashing and j channel were missing on the side of the dormer, causing the water to run down in that spot and that's something they don't fix. He spoke with ****** on speaker phone. ****** said he did not know what the cause was because he did not go on the roof. I reiterated to him that is why I called him to come out and that I want if fixed. He said he would call his boss and get back to me. Never did. I called Western Products and spoke with Al the manager. Explained what was going on and sent him the video. he said he would get ahold of ******** supervisor about this. *** ****** called me a week later. Again explained the situation. He said someone will get back to me. Never did. Very dissatisfied!!

  

  Business Response

  Date: 03/27/2025

  Dear ******
  
  We are pleased that our sales manager was able to meet with you personally to identify the issue and schedule a repair. Following the repair and water testing, we are happy to see that the issue has been resolved and the flashing is now functioning as intended.
  
  Thank you for bringing this to our attention and collaborating with us to reach a resolution. Please do not hesitate to contact us if you have any other concerns. 

• Initial Complaint

  Date:11/03/2024

  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 called Renewal by ******** to order a storm door which obviously Western Products sells in our area. The salesman came to our home & ordered off his computer as they don't have a store nearby. so we didn't see the door he ordered in person, All we received for a picture was a black & white emailed to us which looks etched. We ordered the door expecting the design to be etched into the glass, which is what we told the salesman we wanted, we received one with beading mounted to the outside of the glass instead, which we waited 3 months to get and then it was wrong. We refused the door and notified the manager, which is at the Fargo location & asked for a refund of our deposit of$750, the total charge was $1500. He argued with us and said that was the door we order. After several unpleasant phone calls, and refusing to give us our full refund, he said the best he could do was refund us the difference between our deposit of $750 and the door which is supposedly $400. We received a check for $323.13 which we have not cashed yet. He told us he could dispose of the door or we could keep it. Now we are stuck with a door, trying to sell it with no luck. We just want our full deposit back of $750, they can have the door, which is still in the carton. Not wanting to deal with them anymore we got a different door from Menards with no issues. For a big company they treat their customers terrible and we are not the only ones that have had issue with them. Obvious "the customer is always right", doesn't pertain to them. Here is hoping you can help us with this matter. Thank you **** and *****

  

  Business Response

  Date: 12/26/2024

  Hello,

   

  We are writing in response to the complaint filed by ******* and ***** ******* regarding their recent purchase with Western Products Inc/Renewal by ********. I apologize for not responding sooneryour communications got blocked by our company spam filter, and we just discovered them recently. We would appreciate the opportunity to address their concerns and provide clarification on this matter.

   

  Background:

  **** and ***** met with our sales representative having already selected a new storm door for their home. However, during the consultation, they reviewed various door models and designs available in our standard offering to compare to the door they had selected before the meeting. After careful consideration, **** and ***** personally selected a specific door model featuring decorative beading mounted on the outside of the glass. The design specifications, including detailed images and descriptions, were provided to us and reviewed during the ordering process. They confirmed their choice, and the order was placed according to their exact specifications.

   

  Issue Raised:

  Upon delivery of the doorcustom-made based on their selectionthe customers expressed dissatisfaction, stating they expected the design to be etched into the glass rather than having external decorative beading. They refused to accept the door and requested a full refund of their $750 deposit.

   

  Our Response:

  • Accurate Fulfillment of Order: The door delivered matches the model and specifications that **** and ***** selected and approved during the sales consultation. All details were outlined in the order confirmation, which they received and *************************
  • Change of Mind: It appears that the customers changed their mind about the design after the door was manufactured and delivered. As the door was custom-made specifically for them, it falls under our policy of non-refundable custom *******************
  • Efforts to Resolve: Understanding their concerns, our manager from the Fargo location engaged in multiple conversations with **** and ***** to seek a resolution. Despite our standard policy, we offered a partial refund of $323.13 as a gesture of goodwill, accounting for recoverable ******************
  • Options Provided: We offered them the choice to keep the custom door, which might still serve their needs or be sold independently, or we could assist with its *********************

   

  Conclusion:

  We regret that **** and ***** are dissatisfied with their purchase. Renewal by ******** is committed to customer satisfaction, and we believe we have acted fairly by fulfilling the order as requested and by offering a partial refund beyond our policy requirements. We remain open to further dialogue to find a mutually agreeable solution and encourage **** and ***** to contact us directly to discuss any additional concerns.

   

  Thank you for your attention to this matter. We feel at this time that the issue has been resolved.

   

   

  Thank you,

   

  ****** **********  |  ******** ********** *** *** **********

  Customer Answer

  Date: 12/28/2024

   I am rejecting this response because:
  
  Their response is not completely accurate. The bottom line is **** your salesman sold us the wrong glass. We assumed he know what he was doing but obviously he doesn't. He knew what we wanted & sold us something else. I don't know what he told you as the  manager to cover his ****, as a large company I find this pretty pathetic for $400. As far as us getting documentation, we got a black & white photo of the door which looks etched & the documentation he sent didn't say anything about it not be etched. 

  We will never use your company again & definitely advise anyone else against using it also.

   

  fo4