Complaints

This profile includes complaints for The Window & Door Store's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  The Window & Door Store

  13819 Industrial Rd Omaha, NE 68137-1117

  
• 

  The Window & Door Store

  5930 S 57th St Lincoln, NE 68516-5217

  

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:09/30/2024

  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.

  Replace all windows and sliding doors in my home with ****** brand windows. Work was to be over 3-4 days starting 8-27-24 to 8-30-24. It has been over a month now and the work is not complete. Install crew cut security wires on sliding doors and have not repaired so doors remain not trimmed and house is not secured. Painter is still working on touch up. We are unable to reinstall window blinds because of this. There are other concerns with damage done by the install crew such as siding and deck damage that needs to be addressed. Our home has been in disarray waiting on completion. I’ve also contacted ****** windows directly as the Window and Door store is one of their dealers and have not received a response.

  

  Business Response

  Date: 09/30/2024

  We have had challenges in getting the correct security contacts to replace the ones cut and left in the existing doors.  We have received those and contacted *** ********* to schedule the installation of those and also address any other issues that are expressed.  We will take care of any issues and address anything needed.  Please don't hesitate to contact me at our office ************ if you would like to discuss further.

  Customer Answer

  Date: 10/04/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: see my previous input of Friday 10/4/24.
  
  
  
  Sincerely,
  
  
  
  ***** *********

  

  Business Response

  Date: 10/08/2024

  We have had our contractor reach out to coordinate/schedule a time to get the repairs started.  We intend to address all issues and provide a solution for all items needed.

  

  Business Response

  Date: 12/24/2024

  We sincerely apologize for the frustration you're experiencing.  This process has not been the experience we would ever want you to have and we will continue to work with you and anyone if you chose to address the remaining issues with a source of your choosing. 

  Customer Answer

  Date: 01/06/2025

  Here we go some more.  The company still has not completed the job.  Neither reason you specify for closing the complaint is valid.  The business has not finished the job completely.  It’s not a case where I’m simply not satisfied…THEY NEVER COMPLETED THE WORK!!!  Why are you closing an ongoing complaint?  What incentive does the business have if you close the complaint?  This is ridiculous!  I always respond to all messages so that is not a valid reason for closing this either.

• Initial Complaint

  Date:09/12/2024

  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.

  see attached
  
  I am writing to you to express my frustration, anger and disappointment with the recent purchase of a Windsor window and the complete lack of professionalism or concern shown by your employee ***** ********* whom I have dealt with since the installation on August 14.
  
  I purchased the window from ***** in April and was under the impression it was a type of ****** window. I found out later it was not. For $6,258.43 I thought I was getting a great window. But I did not. That is only the start of my problems.
  
  ***** assured me the installers would remove the exterior siding below the window to be sure there was no rot in the framing below since the reason for the purchase in the beginning was because of window rot. They did not remove nor check. The window was not wrapped, had sticky stuff all over it, and looked like it had been laying in dirt on the warehouse floor. They brought no scaffold or lift so they could lift the window up to the opening level. The window had to be put into my neighbors moving van and driven across my yard and the neighboring yard up to the front door so they could put it in from the inside. It was bigger than the opening because the drywall was higher on the inside than the opening on the outside. They pushed the window outside the opening and tried to pull it in. After making several attempts to pull it in while kicking the base of the wall below and cutting and trimming the framing on the sides, they finally got the window in. One installer climbed a ladder outside to pound the window into place. I was concerned all this pounding, pulling and kicking could break the seals on the windows. I had mentioned my concern to one of the installers. My neighbor took pictures of the guys kicking the framing below. It caused cracking of all the seams and unevenness of the wall.
  
  The window was spray-foamed on the outside but I don't believe they could have completely sealed the outside because they had no way of getting to the top half of the window. When they were "done", the right side crank would not shut. The window was tweaked so tight it squeaked. The base framing on the inside was distorted and out of alignment. The installer wanted to cover this mess with trim, but that was not acceptable to me. When they came out the next day they had to insert more shimming to allow the window to open and shut. They tried to put the trim pieces up but it looked terrible and they were not going to fix the seams so I told them to leave it till I spoke with someone to see when they were going to repair the wall.
  
  I called the store to ask to speak to the owner. I was told the store was employee owned but someone would call me back. After no call, I called ***** and he agreed to come look at it on Monday August 26. I told him the base framing below the window was out of alignment from all
  
  the kicking, pounding and pulling. I told him how the wall moved in about a foot during the install (kicking) process. He said there was "no possible way, I don't believe it." Basically calling me a liar when I and my neighbor stood right there and watched the whole thing. He showed no empathy or concern and said he was not going to fix it. I told ***** to have his manager call me. Still, no call. "A very unprofessional job."
  
  Your "mission statement" says that "We're here to support you every step of the way." Does what I have described above sound like you are adhering to your mission statement? No return phone call. No empathy. Dismissing my concerns as inconsequential. $6300 dollars may not seem like a lot to you, but it is me. The window needed to be replaced and I assumed this was a reputable company "supporting me every step of the way."
  
  I would like a call from you to schedule a time to come to my house and inspect the workmanship, listen to my concerns and take action. I expect the wall to be properly fixed and trimmed. I don't think that is asking too much. I will be expecting a call by the end

  

  Business Response

  Date: 09/12/2024

  We have already scheduled an appointment with the customer for Monday at 4pm. We are addressing all items and will fix any issue needed. Victoria has confirmed this date and time. 

  Customer Answer

  Date: 09/24/2024

  *** arrived promptly at 4:00pm on Monday. He reviewed the issues and agreed the installation was not handled properly.  He said he would send someone to take a look at the damages on Sept. 30th. I will give an update after the contractor comes and the damages are repaired as promised.