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:07/09/2025

  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.

  I ordered a front door and put a deposit of $3105 with Wade Benjamin on March 20, 2025. I have left phone messages and texts asking for an update on the progress of my order. At this point I have had a return text from Mr. ******** stating he would call me the next day. No response from the phone messages left
  
  At this point I find it necessary to cancel my order and request the return of my down payment. I am so disappointed.

• Initial Complaint

  Date:04/29/2025

  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.

  Good afternoon.  Unfortunately, we are experiencing more of the same unprofessional behaviors from **** ********, Vienna Doors.  We're not surprised that after the 6.29.25  communication from BBB, **** called me on 7.1.25 stating "he" personally was going to replace our door, interior/exterior molding, and install a newer more secure entry door handle/lock.  He went on and on about having a new vendor and how this replacement would be no cost to us.  He once again, failed to commit to a specific timeframe.  We asked **** to send us an email stating actually what he was going to do, when he's going to do it and to attach photos of the door and new entry handle/lock.  The attached email is what he sent.  You'll notice **** once again, did not commit to an install date.  The attached text messages will show our attempts to contact ****, but without success.  I tried calling him today and got no answer.  Again, we're getting more of the same from ****...no response and no follow through.  He calling us and making more promises doesn't constitute a positive RESOLUTION. 

  ***** * ****** ***** 

  our concern. We just want him to follow through and complete the job. **** has a pattern of starting new jobs, getting the money and forgetting about his other customers like us. When we first got the door, we even referred Vienna to a few of our neighbors who by the way are also waiting to get product and installation. We were also told we'd get a referral check which we never received.
  
  We've attached a few pictures and email communications for your review. We simply want our front door and handle/lock fixed as promised. Thank you.

  Business Response

  Date: 06/12/2025

  We agree the door needs reinstalled with new trim and a new dead bolt handle to be installed. We will reach out and schedule this with the customer, so the door is to their satisfaction.

• Initial Complaint

  Date:04/08/2025

  Type:Order 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.

  Vienna Door Company has not been responsive:
  
  1. No one contacted me about any Vendor issues until I called them. Even then, I had to call two days in a row to receive a return call. 
  2. **** told me that they could install the garage door openers and that he would email a quote. I received no quote. 
  3. **** also told me that he would contact the Vendor and advise me about my order when he heard from them. I haven't heard anything from **** since the 11.19.24 return phone call. 
  
  
  --Vienna Door Company failed to establish trust:
  
  1. Because they have not "Told the Truth",  to 
  "Honestly represent products and services, including clear and adequate disclosures of all material terms." 
  2. They do not "Honor Promises". They failed to 
  "Abide by all written agreements and verbal representations."
  3. They have failed to "Be Transparent
  Openly identify the nature, location, and ownership of the business, and clearly disclose all policies, guarantees and procedures that bear on a customer’s decision to buy." **** didn't mention any 'Vendor' issues and that it could take more than seven months or longer to receive the garage doors.   In their response, they claim that "As far as the product goes the Vendors are only getting behind farther and farther on everything in this world."  (Recall that **** was supposed to let me know what was happening with the Vendor regarding the status of my doors. I never heard anything from them). Had I been told how Vendor issues can delay the doors, I wouldn't have purchased doors from them.
  4. They don't "Embody Integrity
  Approach all business dealings, marketplace transactions and commitments with integrity."
  All previously mentioned failures of Vienna Door Company are proof that they don't embody 'Integrity'. Even their response to this complaint lacks integrity. Repeat, it's been seven months since the contract was signed and Vienna has never reached out to me without me initiating contact first.  Now they want me to wait for a full refund.  That's an unreasonable request at this point. 
   And lastly, all of the above, especially Vienna's response that "We have no problem refunding her deposit. We will reach out to the factory and request it back. She will receive a full refund.", is unsatisfactory. I've waited long enough and have no trust in them. 
  
  The only option for Vienna to salvage it's integrity, it's honestly, and it's transparency is a prompt and full refund. 
  

  
  
  
  Regards,
  
  
  
  ***** ******

  Business Response

  Date: 04/16/2025

  We totally agree with *****. We have no problem refunding her deposit. We will reach out to the factory and request it back. She will receive a full refund. I wish she would have contacted us wanting a refund. We would have had no problem giving it to her. As far as the product goes the Vendors are only getting behind farther and farther on everything in this world. With that said we will issue her a complete refund on her custom garage doors.

  Business Response

  Date: 06/12/2025

  We are sorry if ***** has not received her refund yet.  We would much rather deliver this refund in person. We can even do it with ***** as well. Right now mail has been hit or miss at best. We can deliver it to her no problem or send it certified mail as well. We have also left her a message by voicemail to let her know that as well.

  Customer Answer

  Date: 06/12/2025

  Hello.

  **** left a voicemail message to me today, 12 June 2925 @15:56.
  In response I replied to the same phone number **** called me from with the following message:
  "****, the check can be delivered to me at the *** **** ** ******* ******** **** * **** *** ********* ** *****. What day/ time?".
  I received no response, so I sent two email messages to: 
  1. " to the address shown on your Vienna Door website: *********************"
  2. and to: **********************.
  The content of the messages were identical and is as follows:
  "****, I sent you a text to the same phone number that made the call to me at 15:56. As of the time I'm sending this email, I haven't heard from you, so I'm sending you an email to the address shown on your Vienna Door website: ********************.
  Following is the message sent in the text:
  '****, the check can be delivered to me at the *** **** ** ******* ******** **** * **** *** ********* ** *****. What day/ time?"
  I'm changing the message slightly to the following:
  "****, a check can be hand delivered to me at the 
  *** **** ** ******* **** * **** *** ********* ** *****, at a mutually agreed upon time, during the bank's business hours."
  A copy of this email will also be sent to the phone number ###-###-####".
  

• Initial Complaint

  Date:12/11/2024

  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.

  I accept the business response.  Please close the complaint.  

  Business Response

  Date: 02/17/2025

  We refunded their money and let them keep the product. The homeowner was appreciative and said they would let you guys know and take his complaint down.

• Initial Complaint

  Date:12/03/2024

  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.

  ---------- Forwarded message ---------
  From: ******** ****** <***************************>
  Date: Sun, Dec 15, 2024 at 11:13 PM
  Subject: complaint # ********
  To: <**********************************************************************************************>
  

  
  
  

  Hello, 

  
  

  Sorry for the delay in responding to your emails. 

  In regards to my complaint, #********, Vienna Doors did promise to refund my deposit. I am currently waiting on the check in the mail. Also yes, my doors were to be custom doors, and no, I was not told this could possibly delay the install date. I would be happy to send another email with an update, when I receive my check, which I hope will be soon. 

  
  

  Thank you, 

  
  

  ******** Pierce 

  etting increasingly colder. I finally receved a call back from **** on 11/29/24. He left a voicemail saying he was calling about an install date and he would call back on Monday, (12/2/24.) Today is 12/3/24 and I have not heard from **** or the company. Having an original install date of 11/18/24 would have meant that my doors were installed before the very cold weather hit. I currently dont know when these doors may be installed and am facing the possibility of having my house opened up during very cold weather. I was not told up from that this was a possibility, (an install date later than agreed upon.) I would like a refund of my deposit of $7,399.00 as soon as possible. I don't feel this is an acceptable way to treat a customer.

  Business Response

  Date: 12/05/2024

  We agree that the order is taking longer than anticipated. However, our customer failed to mention that these are both very custom doors. When they are custom, we let ALL customers know there could be delays on product. We have been staying on top of this order as we do all of our orders. The factories are doing the best that they can do given the supply chain issues. As far as leaving messages this week. The people in the office have been off extremely sick. Today is the first time someone has been well enough to make it in the office. We have no problem requesting a refund from the manufacture for these doors. We will make the request today for your refund no problem there. We then will give a full refund no issue at all. 

   

  Thank You,

  *****

• Initial Complaint

  Date:10/10/2024

  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.

  My husband and I met with **** ********, the local owner of Vienna Door Company, back in March of 2024 to order a new custom front door. We were promised by ** ******** that we would be getting the new door by September of 2024. We put a 50% deposit on the custom wood front door and patiently waited. We met with Wades employee, *****, who happened to be his daughter to choose the stain colors of our new door and then were told that we would hear from them within the next few weeks regarding the door status. It is now October of 2024 and we have repeatedly requested updates on when to expect our front door installation and were met with very vague responses that they were contacting the factory for updates and would let us know. However they never responded to confirm any contact had been made with the alleged factory. We were then promised that ** ********, himself, would repair our current front door as a courtesy while we wait. ** ******** did return to our home to inspect our current door and take photos and said he would return in four days with his door guy to repair our old door. However we were then told that ** ******** had gone home ill and wouldnt be able to come to repair our door and needed to reschedule. We rescheduled the appointment with ****** for the following week. The rescheduled appointment came and went and ** ******** never showed up or contacted us. We then requested a full refund on our deposit and to cancel our order as it has now been over six months since we placed this order. ** ******** said that the refund was pile be issued and that he would hand deliver our check to us. It has now been a week since this was promised to us by ** **** ******** and he has not responded to our request for the refund, nor has he delivered it. We are very displeased with this intense lack of professionalism and would like this issue resolved and our money returned to us immediately.

  Business Response

  Date: 10/14/2024

  *** ******
  Sep 30, 2024, 9:34?PM
  
  
  to Natanielle, me, *****
  
  
  
  
  
  
  ****,
  
  
  Unfortunately it has now been over 6 months since we paid our deposit for the door, without any information about when it will be available for installation. At this point, we are going to have to cancel our order and request a refund of our $2300 deposit. Please let us know what your process is for issuing this refund.
  
  
  Thank you,
  
  
  ***
  
  --
  ******* Z. ******, MD
  Podcast: ******************************
  
  Twitter: ***********************************
  
  
  
  
  
  
  
  **** Benjamin <*********************************************************************>
  Sep 30, 2024, 10:15?PM
  
  
  to ***, Natanielle, *****
  
  
  
  
  
  
  We have no problem issuing a full refund. Just know that this particular door is a full custom door that requires special joinery because of the size of the door. Its very small in height. So whomever you order it from it will take a while. Custom doors are taking forever to get through the factories pipeline. Its unfortunate but its how it has been for a while now. But I totally understand. And we will issue a full refund for you.
  Have a blessed day,
  ****
  
  
  
  
  *** ****** Oct 1, 2024, 11:39?AM (13 days ago)
  
  Thank you, ****. What is the process for issuing the refund?
  
  
  *** Oct 3, 2024, 2:27?PM (11 days ago)
  
  Please let us know what the refund process is. Thank you. On Oct 1, 2024, at 11:39 AM, *** ****** <********************************> wrote: ?
  
  
  **** Benjamin <*********************************************************************>
  Oct 3, 2024, 7:04?PM (11 days ago)
  
  
  to ***, Natanielle, *****
  
  
  
  
  
  
  Good Evening,
  
  
   I already submitted your request for refund. They will issue a statement of refund and cancellation of order. We will receive your refund one day next week. We can then bring it to you or mail it to you whichever you prefer. 
  
  
  Have a blessed day,
  
  
  
  
  Natanielle ****** Oct 3, 2024, 7:40?PM (11 days ago)
  
  Thank you. We will expect to hear from you next week and prefer hand delivery of our refund. -*** and Natanielle ******
  
  
  **** ******** Oct 11, 2024, 11:16?AM (3 days ago)
  
  Good Morning, We have received confirmation that your refund is coming in. Can we bring it to you personally on Wednesday or Thursday? Whichever day works best
  
  
  *** Oct 11, 2024, 12:00?PM (3 days ago)
  
  Thank you. Lets do Wednesday 10/16 in the morning. What time can you come? On Oct 11, 2024, at 11:16 AM, **** ******** <*********************************************************************> wrote: ?
  
  
  **** ******** Oct 11, 2024, 2:05?PM (3 days ago)
  
  anytime between 9-10 work for you?
  
  
  ***
  Oct 11, 2024, 5:24?PM (3 days ago)
  
  
  to me, Natanielle, *****
  
  
  
  
  
  
  
  That works!
  
  

• Initial Complaint

  Date:09/09/2024

  Type:Delivery 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.

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.
  
  Regards,
  
  ***************

  Business Response

  Date: 09/10/2024

  We totally agree with this customer about how long he has been waiting for his Custom Patio Door. We have no problem refunding his deposit. We have been given so many broken promises from the Vendor's on Custom Doors that we have ceased selling them until the supply chain improves. As far as better communication, we can only give information that is given to us. We would reach out to the customer with potential installation opportunities' as we were getting them from the Vendor. We will be requesting a full refund for this customer from our Vendor and issuing a full refund to him with no dispute whatsoever. We do apologize on our end for this matter; however, we are just the middle people. Trying to supply our customers with a quality product. We will not source a lessor product just to fill an order. We would rather issue a refund. 

• Initial Complaint

  Date:08/11/2024

  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.

  Thank you for following up, as I was away on vacation when the initial emails came through. Yes, after submitting the complaint the vendor agreed to pay us back our refund. We are satisfied with the outcome.
  Thank you again for helping us resolve the situation!
  
  **** *******
  
  beyond our broken bi-folds that still havent been fixed. The 1 year COA (certificate of appropriateness) for our exterior doors has expired and were trying to get our deposit back, but they refuse and keep making excuses and refusing to pay. We even offered to pay for the horribly installed bi-folds and just take the rest of the deposit ($10,778), but the owner, ********************* ******** continues to make excuses and refuse to pay. It has recently come to light that Vienna Door Company owner, ********************* ********, *** ********** **** ** *** ***** ** **** ** *** ********* ****** ***** ** ****** ****** ***** ** *** ***** ****** ** ********* **** ** ********** ****** *** *********** **** ** ********* ***** *** ******* ** ******* *** ***** *** ********* ******* **** ********* *** *** ******** ** **** *********** ***** *** ********* **** ** ********* *** ************ ******** *** ******* *** ***** *** ******* ** ******* ***** ***** *** *********

  Business Response

  Date: 08/16/2024

  We do agree that the customer has been waiting a long time for their exterior doors. We take great pride in assuring that custom doors are made to the highest quality we expect therefore we have to wait for the product to come in because we won't sacrifice quality. The homeowner has been patient with our company. We have continued to ask for time to get them their products, however we keep getting broken promises from suppliers on delivery of custom doors. The only thing we disagree on in this matter is the fact that we have never refused to give back our customer their deposit. We have reached out to the customer and received the amount they want back. We agree on that amount. We have issued a refund by mail per the customers written request. We offered to hand deliver, but I know they are busy, so we just mailed it as requested.