Complaints

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

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  Crawford Door and Window Sales

  529 3rd Ave Ext Rensselaer, NY 12144-5614

• 

  Crawford Door and Window Sales

  34 Skyway Plaza Plattsburgh, NY 12901

• 

  Crawford Door and Window Sales

  118 Quaker Rd Queensbury, NY 12804

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  Crawford Door and Window Sales

  747 State Route 28 Kingston, NY 12401

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  Crawford Door and Window Sales

  5 Metro Park Road Albany, NY 12205

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:03/05/2025

  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.

  I purchased Pella sliding door and a window which were delivered on September 15, 2024. The screen that came with the sliding door was delivered damaged and had to be replaced. Since the replacement screen was not delivered, our designer sent a follow up email on November 25, 2024 to Ken C*******, a salesperson from Crawford Door and Window asking about the status. The salesperson said he would check with service department and get back to us regarding the screen. That did not happen. We never heard back. I followed up again with the same salesperson on January 19, 2025 and he said he would get back to me with the installation date for the replacement screen the following day. Again, that didn’t happen and I never heard back. I followed up with the same person for the third time on February 15, and was told that the service department “dropped the ball”.  The salesperson ensured me that he would resolve the issue. He said he would check with the service department on February 17, 2025 regarding the installation date. And again, no word from the salesperson after that. I followed up for the fourth time on March 2, 2025. He responded on March 3 and I provided the dates that work for me for the installation. He said he would confirm the installation date the following morning. And again, that did not happen and as of March 5, I still don’t have a confirmed installation date for the replacement screen, almost 6 months after the initial delivery. On top of that, the Crawford’s salesperson was unprofessional, took no accountability and blamed everyone else for the oversight. I am asking that Crawford assign a different person to reach out to me to resolve this issue as soon as possible.

  Business Response

  Date: 03/06/2025

  Spoke with customer today. This is scheduled for March 17th. There was a miscommunication with phone number. 

• Initial Complaint

  Date:11/22/2024

  Type:Product Issues
  Status:

  UnansweredMore 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.

  Had a house built with Pella windows closed on the house april3 2024
  The patio door has grill and the transom windows over the door had grills
  The grills did not line up
  Pell came the end of July and replaced the transom window with no grills
  I would like a price adjustment

• Initial Complaint

  Date:11/15/2024

  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.

  I ordered a new Pella entry way door and storm door through Crawford Window Sales in Rensselear. When I purchased the door with salesman Jason B****** I was told that foam insulation would be put in around the door frame to seal it and then the flashing/frame molding would be out on. It took several attempts to get the installer to come back and put in the flashing. After he left I realized he never put in the foam installation like I was told would happen. I have reached out to Brian L*** installation coordinator, several times by both email and phone and have not received any call back. I have reached out to Pella Customer service who directed me back to Crawford Window Sales since they are the installers.

  Business Response

  Date: 12/04/2024

  I was unaware that this was not completed as the install team was setting up to send ,crew back out. I will advise installation team and send crew back out asap. 

• Initial Complaint

  Date:10/26/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  ***** (Cr**ford), contract is w/*****, installed a storm door, entry door & window on 12/27/23, the entry door does not fit in the frame and the exterior trim on window is falling off. They installed another door panel on 8/1/23 that fits worse than the first. The lead installer was at my home on 8/28/23 to assess problem(s). I reached out to follow-up many times and have attempted to resolve the issue personally without success. Although appointments have been set up with technicians, no one from ***** has been back to my home since the 8/28/23 assessment. I am seeking a door that fits properly within the frame and trim on window that's not falling off. My last contact was from Brian L*** before Brian it was Taylor J*******, prior to both of them it was Chase W******* who has since left the company. I believed Mr. L**, operations manager, would finally bring resolution as he offered a credit of $750-$1000 for time & aggravation, set up another appointment for technician on 10/21/23, however, tech never arrived. There is no account #, order # or tracking #. Thank you for any assistance you can provide to rectify this issue. ***** administrators can reach me via email to avoid additional confusion and quite frankly, lame excuses.

  Business Response

  Date: 11/28/2023

  We went out on Friday 11/24 to make repairs for this customer.  We believe that we made all repairs she requested.

  Customer Answer

  Date: 11/28/2023

  A subcontractor for ***** arrived at my house on Friday, November 24th at 8:50 a.m. and left at 9:32 a.m.  Contractor said he would have to return with help to remove the storm door and possibly the entry door as well.  Contractor said he had a job 11/27-28 and could possibly be back here Wednesday, November 29th but I have not heard anything further from the Company or the contractor. There is no resolution to these longstanding issues. 
  
  Regards,
   
  ***** ******

  Customer Answer

  Date: 12/08/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  Since my 11/28/23 response to you regarding *****'s subcontractor visit on 11/24/23 there has been no contact from Crawford Door and Window or the subcontractor. The issues remain unresolved.  
  
  Regards, 
  
  ***** ******

• Initial Complaint

  Date:10/05/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  I purchased two ***** doors from Crawford that were installed 8/29/2022, contract number *********. The invoice total was $5,632. The doors have a product and installation warranty for 10 years. The sliding door works fine so far, however the entry door never has sealed properly. I submitted a request for service on 3/21/23. A worker came here 8/18/23 and tried to fix the problem, but determined that he could not. He also managed to chip the door with a hammer when he was trying to fix it. It is now going on seven months since my initial request was submitted for warranty work on the door, and the door still does not latch or seal properly, and now there is a chip in it. I have subsequently put in multiple requests asking for the work to be completed but have yet to receive a date. I would like the work to be completed, or a refund for the entry door, which comes to $2,306.47 so I can hire another door installer.

  Business Response

  Date: 10/06/2023

  We have set up an install team to go back and re set the door. We have had service technicians out and it seems to be the door needs to be reset. 

  Customer Answer

  Date: 10/06/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.  I have waited for months to have this door fixed.  Now that the heating season is here, it's costing me more in fuel as the door does not close or secure properly.  I'm afraid that if I accept this response from Crawford I may not hear from them soon, and that I will have to wait even more.  I would like to know when they plan on being here.
  
  Regards, ******* ******

• Initial Complaint

  Date:08/07/2023

  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.

  I had 3 doors installed. the front one had a panel issue so they said they would order a new panel. They came to fix it and ***** said he damaged the door. Now it won't close and lock properly and no one will help me. The main office is telling me they ordered a new panel and Corey says I need a whole new door. No one is willing to help me. 

• Initial Complaint

  Date:01/03/2023

  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.

  We ordered 32 windows in January 2022 which cost 45,000. The expected July date was pushed back to mid-October. While disappointed, we understood that supply chain issues pushed the date back. However, that was the last clear communication, and most of the information has come from the installers rather than from a representative of Crawford. When the October date arrived, we discovered that only 14 of the 32 windows were on the truck. This surprised us and the installer since nobody had informed any of us. When the project manager came on site later in the day, he was unable to offer any answers about where the rest of the windows were or when they would arrive. He promised to look into it. The next day, nine more windows were delivered by Chase, the project coordinator. Who assured us he would look into it. He never called. The 23 delivered windows were installed that week. A phone call by us asking about the rest of the windows were responded to with “I’ll find out and get right back to you” .Nobody ever called back, and the only subsequent communication was communication initiated by us. Six weeks later, in response to another call from us, we were told the rest of the windows would be installed mid-December. Only 7 of the 9 windows were available and installed. Apparently the other two were damaged in the original shipment in October and still hadn’t been replaced. There has been no contact from Crawford since then. An email was sent to Chase W******* and Mr. A***** on 12/16 expressing our displeasure and disappointment. There has been no response. We left a message with Chase W******* and another top manager ((unsure of his name, we were forwarded to his voicemail) 12/28 and 29th). Still no response. A phone call from anyone was expected and a reasonable request.

  Business Response

  Date: 01/06/2023

  Good morning,I apologize for the delay in response, I was cleaning out my "Junk Email" folder and for some reason this was one of the emails sitting there.  I would first like to apologize for the lack of communication on our end.  I completely understand the frustration on your end considering the extended lead times, and the windows being completed much later than anticipated.  As for the remaining 2 windows to be installed, the sashes were damaged in transit from the factory to our warehouse, and the new sashes were ordered immediately upon inspection of the damage.  These were ordered and we paid extra to have these rapid responsed to us on 10/13.  Due to the extended lead time for Architect Series window in general, the production of sashes also meets those lead times as well.  I have called the factory a couple of times now to get updates and they are still showing February is when we will be receiving them.  Once those sashes come in we will be replacing the sashes in the warehouse and then be able to come out and replace the windows for you.  I will be calling the factory again today to see if there is any movement or possibilities of moving up the date of arrival of the sashes, and will hopefully have better news Monday.Again, I want to apologize for the delay in response, I am not sure why this went directly to my junk email, but I will make sure to check that daily to make sure your response doesn't get delivered there.  As soon as I have any update on delivery, I will reach out and keep you updated on the status.  Thanks,Chase W******* Install Operations Coordinator  *************************** ************************ 

  Customer Answer

  Date: 01/20/2023

  Very sorry I did not respond sooner  I received an email from the company apologizing for the delay in responding to our phone calls. I m not completely satisfied because again last week I left a message and was not called back, but thank you for your assistance. ******** *********