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Business Profile

Storm Windows and Doors

Navco Windows & Doors

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Storm Windows and Doors.

Complaints

Customer Complaints Summary

  • 3 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:10/03/2024

    Type:Service or Repair Issues
    Status:
    Resolved
    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 first contacted NAVCO regarding window replacement in:
    June 2013 - 2 double hung windows and 2 sliding windows. $3,177.00
    March 2014 - 18 double hung windows. 9040.00
    April 2015 - 4 double hung windows. $2356.00
    February 2017 - replacement of sliding door. 4600.00.
    We were very happy with their work.
    This year in February 2024 we noticed one of the windows was cloudy. I contacted NAVCO on February 7, 2014 to let them know of the problem and said i was contacting them early so I could get on their list before they got busy.
    Since then we have contacted them, (usually by text 518-669-2329), on:
    5/13/24, 6/17/24, 6/29/24, 8/19/24 and 8/21/24,
    In February 2024, their sales manager, Rob Marotta, asked for pictures and contracts. Nothing happened after that. No one will return a call.
    It does say in each contract, "Lifetime warranty on glass, breakage, vinyl seal failure and all working parts".
    I recommended them to a friend that did use them. They had a problem with the installation and could not get a return call either. They filed with you and it was resolved.

    Business Response

    Date: 10/07/2024

    Hello. Sounds like a defective sealed glass unit. These units are covered although the warranty is not what customer is stating. Product warranty is manufacturers lifetime limited warranty and includes exclusions.  I checked the warehouse and do not see a sash for this customer. I will check with our sales manager, Rob M******, to determine if he has this information and if the sash was reported damaged to the manufacturer and ordered. Rob is not in the office today so I can't confirm where we are at with this. If this has not been done yet we will need to know the product code numbers so we can determine the size of the window sash for replacement. We also need to know if the window is a double hung and if the damaged sash is the top or bottom. Rob may already have this information or it may be texted to my cell phone at ###-###-####. If the process is not started yet it will take 4 or 5 weeks to get the replacement sash delivered to us and then we will take it to the customers location and install it at no charge to the customer. Thanks,

    Joe @ Navco

    Customer Answer

    Date: 10/11/2024

    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.  I will contact you again if NAVCO does not follow through. Thank you for your help!Regards,
    ****** And ********* *****

  • Initial Complaint

    Date:11/17/2023

    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.
    On July 17, 2023 called Rob at NAVCO about spotting in our double pain bay window that we purchased on 9/3/2020 and was installed in early 2021. Rob came on July 20 and said the seal was broken and he would order a replacement. Since then I have had 36 back and forth text messages with Rob about the status of the window and when I could expect it to be installed. I have also made numerous calls to Joe, NAVCO’s owner. Neither have been able to give me a date, often my text messages don’t even get a response. On September 27 Rob said the window was in. Since September 27 I have sent 7 texts about an installation date to Rob he has responded five times but has not yet given me a date.

    Business Response

    Date: 12/04/2023

    Called business and this was relayed: We installed the window for the consumer and after a year he stated that there was a blemish in the glass.  This has nothing to do with our workmanship, it is a manufacturer issue.  We have contacted the manufacturer and the keep saying due to the weather they can not install.  We have advised the consumer of this issue and the decided to contact the BBB.  This issue may not be resolved until Spring. 

    Customer Answer

    Date: 12/05/2023

    I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 

    Regards, 
    I have been corresponding by text with Rob since July. On July 26 he expected the window to be in within 4-6 weeks. From August 22-September 27 I sent 7 texts trying to get answer when it would be installed. On Sept 27 told they had the window would install in a few weeks. Oct 2 spoke to Joe the owner he said it would be a couple of weeks. No one ever mentioned it would be spring. It takes two to three texts from me to ever get a response from NAVCO and then it’s just putting off resolving this issue. I would like a call from Joe clarifying the date for installation.  
    **** ************

    Business Response

    Date: 12/18/2023

    We understand the customer would like to schedule the installation of the replacement piece of glass. Although we can't give an exact date due to the weather/temperature range for installation we have notified the project manager for this project to contact the customer and discuss the planned approximate timing of glass replacement in the Spring 2024.   

    Customer Answer

    Date: 12/22/2023

    I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 

    Regards, We understand that due to weather we have to wait until spring 2024 but in September of 2023 we were told that the window was in and they could install in a few weeks. We are hopeful that we will hear from the project manager and the window will be installed as promised, preventing us from contacting BBB again.    
    **** ************ 

  • Initial Complaint

    Date:03/22/2023

    Type:Service or Repair Issues
    Status:
    Resolved
    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.
    In August of 2021, Navco installed replacement windows and a sliding door at my house located at ** ******** ***** ** ******. There were two issues. A window was cracked during installation and the screen door to the sliding door was both damaged and the track was missing. After the installation I was asked to pay all but $300 of the $17,830 bill. Knowing how hard everything was during the height of covid, I agreed.

    No one ever got back to me. After a few months of texting and calling, the cracked window was replaced. The installer took the damaged screen so he could better explain what needed to be done and replacement parts could be ordered. I text Rob (the person that took the order) regularly. I have also called and left messages on the company's main line. Responses are very rare. In December, I got a rare response from Rob. He apologized and said he lost his contacts with a change in cell phone. I texted screen shots of conversations from last May and July telling me they sent the track but not the screen and it was reordered.

    A sliding door without a screen to it is really missing a good portion of the doors function.

    Business Response

    Date: 03/22/2023

    Customer does require new screen for patio door to replace the damaged one. It's still taking several months to get a replacement from the manufacturer. One was ordered in the fall with the understanding that it would likely come in over the winter and be installed first thing in the spring once we started back up repair installation operations that are not typically preformed in the cold weather months. New screen arrived and has been in stock. Customer will be notified and we will set up installation day with customer. This will be completed within 30 days. 

    Customer Answer

    Date: 03/23/2023

    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. 



    Regards,



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








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