Complaints

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:11/29/2022

  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 contracted with JFK Window and Door co. to convert a window opening into a door. The date was 10/13/2021, and Mike B***** said they would order the door from ******, and as soon as it was ready, they would have a contractor prep the opening, and after a few days, would install the door. A father and son team from JFK came and roughed in the opening, and then installed the door. The door jam is perfectly plumb, but the door has a gap at the top, and does not seal properly. I called ****** about the warped door, and they said I had to call the installer. I called JFK and asked for Mike B*****. He arranged to come out and look at the door, and agreed it was warped, and a new door would be ordered. I called back three months later to check on the door. I was on hold for quite a while, then John F. K**** picked up and talked to me. He said Mike was no longer with the company because he never followed through with customer complaints. He then told me that they lost money on my job because the brick mason charged so much to prep the opening in the brick. I said that was not my fault, but he said they would not do anything to fix the door. He suggested I move the strike plate back, which I did. It did not solve the problem. I send them an email telling them that the door is still warped, and they gave the email to Mr. K****. He wants me to wait and see if the door corrects itself. I know that what he told me is wrong. Warped doors don't fix themselves. I paid almost THREE THOUSAND DOLLARS for the door and labor. I sent a second email to Mr. K**** asking him to do the right thing, and replace my warped door. He has failed to contact me, or file a warranty claim, or offer to do anything.

  

  Business Response

  Date: 12/01/2022

  Hello *** ****,
  
  We want to first apologize for the delay in response to the
  concern/issue at hand. Here at JFK, we strive to provide excellent installation
  service and customer service throughout the entire process. Through all the
  many staffing changes it appears that we have not done that with you, and we apologize
  for that and the delay in the door replacement. We have reached out to ****** and
  have started a warranty claim with them. Following this, we will reach out by
  email or phone to collect some information for the claim. Again, we apologize
  for this inconvenience to you and your time and for any other stress this has
  caused you. We hope we can gain your satisfaction back through our repair process
  in this upcoming future. 

  Update: *** ****, it was a pleasure speaking with you today. Again we apologize for this inconvenience and length in time that it has taken to resolve this issue. We hope that after the discussion today we can get this resolved for you in a timely manner. Please feel free to reach out to John directly with any further concerns or questions. Thank you for allowing us to right our wrong and we hope we can retain your satisfaction with our company.