Complaints

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

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  Best Door & Window

  756 Co 57 Rd Huntsville, OH 43324-9732

• 

  Best Door & Window

  PO Box 303 Huntsville, OH 43324-0303

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:03/25/2025

  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.

  On October 18, 2024, we hired Best Door & Window to replace a broken window in our home for $2,749.47, with half paid upfront per the contract. The window was installed on December 23, 2024, but the workmanship was subpar. The installation caused damage to the trim, siding, and sill. The caulking was unevenly applied, spilling onto the wood and leaving a sloppy, unprofessional finish.We contacted the owner, ****, on December 26, 2024, to address these concerns. He passed the matter to his employees without offering an apology or a clear plan for resolution. **** offered a $374 discount or the option to have his team attempt repairs. Given the extent of the damage, the discount was inadequate, so we reluctantly allowed them to return.A repair was scheduled for January 17, 2025. While the exterior showed some improvement, the interior issues remained unresolved. The uneven caulking was scraped off, but this damaged portions of the wood trim. The broken half-round trim and damaged window sill were left untouched.On January 18, 2025, we contacted **** again to express dissatisfaction. His response was dismissive, and he demanded the remaining balance of $1,374.73 by February 1, 2025, threatening late fees if unpaid. Given the incomplete work, we sent a certified letter on January 22, 2025, notifying Best Door & Window of the unresolved defects and stating that we would not pay the balance until the issues were addressed. The letter was delivered on February 5, 2025, yet we received no response. Instead, **** retaliated by placing a lien on our home the next day, despite the incomplete and defective work.Additionally, the window is barely functional. It cannot be opened beyond 8 inches without significant force, making it difficult for two of our children to operate. Despite notifying **** of these issues, we have received no further response.Best Door & Window has failed to meet contractual obligations, address our concerns, or provide an acceptable resolution.

  Business Response

  Date: 04/01/2025

  We are proud to be a longstanding member of the local business community and we greatly value our customers.  Unfortunately, we have come under serious attacks recently, which are misleading and which contain false information.  We are providing our response below to a recent complaint filed by ****** and ******* ********** with the Ohio Attorney General.  We are actively pursuing legal remedies against those posting defamatory statements and cannot,therefore, further comment on this matter.
  
  On October 18, 2024, we entered into a contract to replace a window for *** and Mrs. ********** for the amount described in the complaint.  Best Door & Window employees ***** ********* and ***** ***** installed this window on December 23, 2024.  On December 26, 2024,we received a message from *** ********** stating: While we do love the window and are very happy it was able to be put in before Christmas the trim is another story.
  
  We responded quickly, offering to come to the De Roziereshouse to address the issues on Friday December 27, 2024, but they declined.  We mentioned that they could send some pictures of the issues in lieu of this visit to help us quickly assess their concerns.  *** ********** sent pictures by e-mail on the 27th.  Our *******, *** ******, contacted *** ********** by phone on Monday December 30, 2024 to discuss the pictures and our plan to address the trim issues.  At that time, *** ********** said that his wife did not want us to come back to their house and he and *** ****** discussed us providing a dollar amount reduction in the final invoice rather than accepting our offer to address the trim issues.  The amount of the final invoice before any reductions was $1,374.73.  As requested by *** *********** we subsequently sent an e-mail offering to reduce the amount of the final invoice by $374.73, which was substantially in excess of our normal labor rate to fully install a new window.  The De Rozieres once again declined a resolution and shifted their position back to saying that we could come back to address the trim issues.  Our two most senior employees, *** ****** and ******* *******,went to the De Rozieres house on January 17, 2025 to address the trim issues.
  
  Upon arriving, *** ****** discussed with the De Rozieres the specific actions he and *** ******* were going to take to address to remedy the trim issues raised.  The De Rozieres concurred, and *** ****** and ********** proceeded to address all of the issues discussed.  Once they were complete with their work, they reviewed the work with the De Rozieres, who expressed approval and mentioned that these remedies looked good.  There was no mention of siding issues during the visit.  The half-round trim was cracked and the sill had a hole in it.  But these conditions existed at the time we performed the original work on December 23, 2024.  Our employees neither cracked the half-round trim, nor caused a hole in or damage to the sill. Nonetheless, during our visit on January 17, 2025, *** ******* adjusted the cracked half-round trim in an attempt to remedy the appearance to the best of our abilities.  No work was done on the sill, as this would be substantially outside the scope of our normal work for this type of project.
  
  When our employees left the De Rozieres home after completing the additional remedial work on January 17th, we had concluded working on the trouble areas for which we were responsible and which were in the scope of our services under the contract.  The pictures provided by the De Rozieres as part of their complaint submission were taken prior to our visit on January 17th.  As a result, these pictures are not representative of our final work product and reflect pre-existing damage not caused by our employees.

• Initial Complaint

  Date:11/15/2023

  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 closed on the purchase of our new home on 6/30/2023 and we have had several problems with our garage door functioning before our closing date and after. Everyone at **** ****** ******** and Best Door and Window assured us that everything was under warranty for one year and not to worry. Well it has been a total of 5 times now that our overhead door has been off track and we were unable to close it. They have come and put it back on track but really have not repaired the door to a point that we can depend on it. Now they will not return my text messages to give me the status of replacing parts that have been damaged and a plan to actually correct different aspects of the installation that must be incorrect, I have contacted the manufacturer of both the door and of the operator to get installation details that may need corrected. The manufacturers have alerted me to two different items they had me check and believe they are the reasons we are having trouble with the operation of our door. I would be happy to provide further details. This installation was handled by Best Door and Window with the direction from **** ****** ******** whom we have paid a total amount of approximately $390k.

  Business Response

  Date: 11/17/2023

  **** ****** ******** hired Best Door & Window to install two garage doors at Mr. ******’s house, which was built by **** ****** ********.  Best Door & Window installed the product ordered by **** ****** ******** and had no influence on what product was ordered or installed.  Best Door & Window has been to Mr. ******’s home at least six times to either install product or address issues with the installed product.  These follow-up service visits were solely related to the larger of the two garage doors we installed.
  
  Best Door & Window has consistently addressed the issues raised by Mr. ****** each and every time and at no charge to him.  In fact, on most occasions service technicians were sent to Mr. ******’s home the same day, within hours of receiving a call, which is extraordinary.  During the last visit on Friday October 27th, Best Door & Window installed pusher springs purchased by Mr. ****** to help address the problem and we reset the mechanical functionality of the door.  Mr. ****** also pointed out areas in the vertical garage door track where there was a slight deformation.
  
  These areas did not affect the functioning of the door and the door was working well when our service technicians left.  Before leaving, the service technicians told Mr. ****** that we would order new replacement vertical track (at Best Door & Window’s expense) to replace the existing track because of the concern raised by Mr. ******.  The new track was ordered, but it has not arrived from the manufacturer as of today’s date. 
  
  There has been no change in the status of this plan of action, as far as we are aware.  Accordingly, there was no need to reach out to Mr. ****** repeatedly because there is no update to provide.  Furthermore, Mr. ****** is **** ****** ********' customer and they have instructed us in the past to communicate through them for many issues.  Our normal process is to wait until ordered product arrives, and then reach out to the customer to schedule time to perform the work.  The manufacturer of the replacement track is showing an estimated arrival date of December 7th at their ***** distribution center.
  
  Best Door & Window has without fail addressed the issues raised by Mr. ****** in a very timely and professional manner.  We have communicated with Mr. ****** during each visit about our assessment of the issues presented at that time and the planned course of action.  If Mr. ****** wishes to have another contractor address additional issues he believes need addressed, he can certainly do that, but that will be at his expense.

  Customer Answer

  Date: 11/26/2023

  I accept the business's response to resolve this complaint.
  Regards,
  
  ****** ******