Complaints

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

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  Guida Door & Window

  7 Chelsea Pkwy Ste 705 Boothwyn, PA 19061-1300

  
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  Guida Door & Window

  2106 S 63rd St Philadelphia, PA 19142-2002

  

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:04/12/2024

  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.

  My window consultation was on July 11, 2023, contracted with Guida door and window for the installation of 17 windows on August 3rd, 2023 for which we paid $15,845 in total. The installation took place on October 12th 2023. I have attached two documents with details and included pictures for review. The one named disappointed was originally sent to Guida and the other is named Description of problem in detail which includes details after Guida attempted to resolve the issues on multiple visits but workmanship was unsatisfactory.

  

  Business Response

  Date: 05/01/2024

  Regarding the complaint issued by our customer, ************************* (via complaint #*********, ******************** **** Door & Window has the following response/feedback
  
  First and foremost, after speaking to the sales rep (*******),I can say with confidence that he did not specifically describe our installers as employees of Guida to the customer. As expected, he has assured me that in the 13 years hes worked for Guida, he has never referred to our installers as Guida employees. Alternatively, ********************* have explained that we have our own installers whom work primarily/exclusively with our company,and that many of which have been working with Guida in excess of 5-10 plus years.Those statements describing our installers would be considered accurate and truthful.Although it is a matter of technicality that we hire/pay our installers as independents rather than as employees, it is a technicality that we respect enough to ensure that they are never referred to as employees. Its worth mentioning that this is common practice in our industry for reputable companies to hire/pay installers as independents considering that usually the most skilled window and door installers pursue that path rather than being an hourly employee.
  
  The majority of our installers have been with our company for several years, averaging between 5-10 years. However, there has to be a starting point for all installers being recruited by a growing company, so we have no reservations admitting that ***** tenure with Guida (the installer in question) had only begun a few months prior to *************************** job. Despite many prior successful installations that met the quality standards we seek to provide for our customers, we were admittedly very disappointed by the representation and workmanship performed on that day by that crew. To start, we were surprised that his work truck, which had been adorned with his personal STK Constructionlettering prior to working with our company, was not covered over with the Guida magnetic signage he had been supplied with and instructed to use. But more importantly, we were disappointed in the overall outcome of the installation that clearly didnt meet our customers expectations, nor our companys high standards.
  
  The issues reported to our office by the customer following the installation included one mismeasured window, jobsite debris left uncleaned, unappealing finished caulking, and some damaged interior wood trim.We do not take matters like these lightly, and pride ourselves in ensuring that all of our customers are given the quality products and installation that they paid for and expected, and I believe that our team took all of the necessary steps thereafter to accomplish that. As the overseer of the service department,the Office Manager (********) promptly sent our Project Manager (***) out to the house to perform a full inspection, at which point he assessed the matters needing attention and cleaned up the debris left from the installation. Upon receiving the re-ordered correctly sized window from our manufacturer for the mismeasured opening, *** then scheduled to personally re-visit the home where he worked for several days installing the remaining window, cleaning/re-caulking all the windows, and replacing/painting all damaged wood trim as needed. As a courtesy, *** also reported that he installed two (2) new interior ***** on windows that didnt previously have them, while also re-painting some of the older existing interior ***** despite them not having faults to go along with their corresponding newly installed interior trim. Additionally, *** noted that there was a family member contractor of the homeowner that was there at the customers behest to inspect the work being done who validated the quality of **** work and said that his efforts went above and beyond what the corrections from the initial installation called for. Furthermore, the customer gave *** the impression that they were completely satisfied with the end result of the workmanship after he finished, and signed the Completion Form on 12/1/23 acknowledging that all of the aforementioned service matters needing attention were completed to her satisfaction (see attached ************************* Service Order Form).Moreover, the customer never reached out to our office staff at any point in the months that followed with any indication that there were further matters needing to be addressed that didnt meet her satisfaction, otherwise we would have continued to act accordingly.
  
  We take very seriously the professional representation and consistent quality workmanship we expect from our installers, and have internally taken measures to address those responsible for their unexcused lapse in performance to ensure it does not happen again. And we believe that we promptly and proactively worked with the customer on this job to rectify the issues reported in an effort to ultimately deliver on their expectations for quality products and workmanship at the price they paid. While we certainly apologize for any inconvenience this may have incurred, we do not believe that this entitles the customer to financial reimbursement. If the windows or their installation require any further attention, then the customer is welcome to contact our office and we will be happy to continue offering additional support.
  
  Sincerely,
  
  
  ***************************
  Vice President * Director of Sales

  Customer Answer

  Date: 05/08/2024

  
  
   Complaint: 21567427
  
  I am rejecting this response because:Thank you for your detailed reply but I would like to clarify some of the points that you made. In regard to your classification of employees versus contractors, before agreeing to contract with Guida, I simply asked your sales rep. ********** Are Guida installers contractors or employees? Although this distinction might not mean much to you, it does to me, or I would not have asked the rep that question. I expected an honest response on which I could base my decision on whether to choose to work with your company. Your response as Director of Sales and Marketing suggests to me that you believe your employee evaded my question. Had the installers work been of the quality I expected, I would have no reason to revisit this question. However, the mess that was made of my project proved they were not experienced enough to install windows. As shown and described, they not only did not correctly install all of the new windows but they also caused damage, left a mess, and were unprofessional while working on my house (e.g., not having appropriate clothing on while working). Due to STK being a new company working with Guida, having started only a couple months before my project, the Project Manager should have been checking in on the workers while the work was in progress to ensure that they were meeting Guida's quality standards. The lack of quality and the problems it caused was not known by Guida until I brought it to their attention. At that point, correcting the issues became an even bigger issue, taking up more of my time (as well as my family's time) and effort.
  
  
  This situation having one employee come to my house over several days was a huge inconvenience. I did contact *** on 12/6/23 and he did return to address issues (1 of 3 screen shots provided due to included pictures of windows). I already showed I inquired about a return call from ********* and *** did confirm I would receive a call as well on 12/6/23. I wanted matters to be addressed with a conversation with ********** There were multiple conversations between *** and I where he mentioned he was not the boss and had to get approval, yet the boss would not return my call. This is the reason I have escalated this complaint and at this point I am not looking for further service through Guida to fix the issues. Guida has already proven through STK Construction and *** that they cannot provide the quality of work that Guida promised. I am still left with caulking over parts of the windows and current pictures provided (4 of 40 pictures provided due to file restrictions). Also, *** asked what paint he should use when addressing the issues caused by STK Construction and, instead of using the gloss paint we requested, he used flat. This might seem like a minor point, but it is just one example of how the follow-up provided by Guida and its employees still did not meet the standard of quality which I expected from the work from the beginning. It is the reason that I am not interested in resolving the issues by having Guida come back into my home. Although there were multiple conversations about how the case work was pre-painted prior to installation, it was not. Due to this, after installation of casework paint was different from the original casework and the differences show due to getting paint on the original casework.
  
  
  In conclusion, we are asking for reimbursement to obtain the quality and craftsmanship that we should have received from Guida in the beginning. 
  
  Thank you,
  
  *************************
  
  
  Regards,
  
  *************************
  
  
  
  
  
  
  
  
  

  

  Business Response

  Date: 05/17/2024

  Regarding the complaint issued by our customer, ************************* (via complaint #*********, ******************** **** Door & Window has the following response/feedback
  
  Considering the result of the workmanship you received, I can completely understand your skepticism on the topic of our installers being classified as employees versus contractors. However, I can say with confidence that that my sales rep did not specifically refer to our installers as employees of Guida, nor did he intend to evade your question. As previously explained, the installers that work for our company are indeed our installers regardless of the technicality that they are hired/paid as Independents. I must continue to stress the importance of this because of your insinuation that our sales rep was in some way being evasive or dishonest,which I can assure you was not the case. We are a high integrity family-owned company thats been in business now for over 74 years, and our honest and upfront approach to dealing with customers has always been unquestioned.
  
  While our long track record and strong reputation also suggests that we consistently deliver quality products and services to our customers, it is safe to say that we are not completely immune to occasional mistakes and human error. As weve acknowledged, that is indeed the case when it comes to the representation and workmanship you received from the installer we assigned to your project. Over the course of a few months, that installer had completed many installations for us with great results that were overseen and/or inspected by our Project Manager. By the time of your installation, there was no reason to doubt youd receive the same quality installation based on their track record, so it was admittedly a surprise to us when we saw the numerous issues that were reported. And as already mentioned in our previous correspondence, we have dealt with the matter internally to ensure it never happens again.
  
  Standing behind our products and our workmanship is the guarantee we give our customers, and we believe that we put our best foot forward and spared no expense to address and rectify all of your reported issues. We havent wavered on our willingness to continue further efforts to resolve any pending issues you might want addressed, but it seems at this point your only goal is to seek financial compensation. While we dont typically resort to financial compensation, we have decided that we would extend the courtesy a $500 reimbursement for the inconveniences you have incurred. Upon agreement, we will mail you out a check in the amount of $500 within 7-10 business days.
  
  Thank you for your continued patience and understanding as we work towards this resolution.
  
  Sincerely,
  
  ***************************
  Vice President * Director of Sales  
  Guida Door & Window

  Customer Answer

  Date: 05/30/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 21567427
  
  I am rejecting this response because:I am rejecting this response because:
  
  Your reply continues to disregard all of the problems that resulted from our project as well as the disrespect that I was shown as a customer. Not only was the workmanship subpar but I experienced unprofessionalism from Guida and its employees and subcontractors/installers throughout this process.
  * I saw no representation from Guida the day of my installation. When I called right away to ask the company about it (see details in previous response), a Guida employee ***** lied about whether the people at my house were Guida employees. Whenever I bring this issue up now, the replies are semantics games that fail to address the fact that the relationship I was promised from the start was misrepresented.
  * The installers were unprofessional (no shirt) and left a mess at my home. In fact, we continue to find dangerous debris throughout our home (we recently found a sharp piece of broken casing in my childs room under stuffed animals)
  * "No good deed goes unpunished" was ***'s reply when I expressed that I was unhappy with his work in the master bedroom. That is not the words I would expect from a project manager to a customer who has already experienced poor workmanship. He would not have had to come to my house had the original installers not caused so much damage, His words to me show not only disrespect but rather further lack of regard for the quality that I failed to receive. (Review pictures of the master bedroom to see that I was the one who was punished.) 
  * In addition to downplaying that the damage to my home and mess left at my home was due to a "bad day," ********** promised to call me back in regards to financial compensation and never called, despite my attempts to contact him again. "Putting your best foot forward" and "sparing no expense" to me would include calling back as promised or at least returning my phone call to follow up. It would also include having your most experienced installers ("independents") come fix all of the damage, address the issues, and complete the job at the quality promised (see the 48 pictures of poor workmanship attached for your review, which I am sure no Guida Sales Representative would show to a potential customer to sell ********************'s services).
  
  If other customers haven't complained about ********************'s service, either they did not receive the level of service I did or they choose not to go to the trouble of mentioning it. Just because a customer doesn't complain doesn't mean they're happy. The bottom line is that I did not get what was promised to me, even after giving Guida a chance to fix the issues.
  
  Given all of this, I feel your refund offer of $500 is unacceptable. A contractor has told me that simply fixing the outstanding issues would cost more than the amount of reimbursement you have offered. I would like Guida to accept responsibility for this incident by providing a refund for the installation (not the cost of the windows) and the cost to obtain the quality and craftsmanship that we should have received when Guida completed the job. I paid Guida almost $16,000 for a horrific installation that has cost me a lot of time and inconvenience in personal clean up and for Guida's project manager's attempts to remedy the issues, in addition to the stress and grief this has caused me.
  
  
  
  Regards,
  
  *************************
  
  
  
  
  
  
  
  
  

  

  Business Response

  Date: 06/18/2024

  Since we have already sufficiently addressed and explained our stance on each of the customers stated concerns in our previous correspondences on this platform, I will not repeat them again in this response. The customer has made it clear that all that seemingly matters at this point is their intent to obtain financial reimbursement, therefore the following will be our final effort to work towards a resolution
  
   
  
  At no point in time since the conclusion of our work has the customer ever expressed that the ********************* themselves were not installed properly, nor has there been any claim that they are not in good working condition. The reported cosmetic issues aside, we can confidently assert that the windows were installed correctly and will continue to function and perform accordingly. The installation of the windows also includes a ************************ Warranty that Guida has full intentions on continuing to honor and stand behind should the customer ever need any further assistance in the future. It is for those reasons that requesting a full reimbursement of the installation costs is not within reason.
  
   
  
  Since we are not professional painters, in any instances in which the installation of our windows requires us to install new interior wood trim/moldings, that wood trim is installed with the customer being deemed responsible to paint it thereafter. However, in this case we did agree to paint the new trim (as well as some existing wood components) as a courtesy in an effort to satisfy the customer. The repetitive, close-up pictures provided by the customer only serves to magnify and exaggerate what a professional painter would otherwise consider minor re-painting/touch-up work. With that being said, while we believe that our initial offer of $500 was more than sufficient to cover that cost, we have decided to extend an additional courtesy by increasing that amount by $300 to a total reimbursement of $800, which we will mail to the customer via check upon agreement.
  
   
  
  Please note that this is our final offer.
  
   
  
  Sincerely,
  
   
  
  ***************************
  
  Vice President * Director of Sales 

  Customer Answer

  Date: 06/25/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 21567427
  
  I am rejecting this response because:

  Guida has admitted that their installers lacked experience (3 month versus 5+ years), lacked appropriate supervision (no project manager to oversee my installation), used poor workmanship, left my house a mess (inside & outside), and caused damage to my house that was not present before my window installation. Guida agreed that paint work was necessary to address damage caused by the installers. They agreed that the installation that I received was not representative of the work they expect from their employees and that the company usually provides. In short, I did not get what I contracted to pay just under $16,000 for.
  
  I have already provided multiple examples of both Guida's employees and independents showing lack of integrity and lack of respect throughout both the installation and this long process of remediation, which should not have had to take place and has taken up much of my time. ********** did not return my calls to give me the opportunity to discuss my grievances after Guida attempted to address the problems with my installation, which is why I ultimately involved the BBB. And despite all of this, Guida is now accusing me of making fraudulent claims by exaggerating my pictures and falsifying my complaints, further insulting me and treating me with disrespect. My pictures aren't false; they show the service that Guida provided to me.
  
  Guida's final offer is not acceptable. I am asking for $4000, which is about a quarter of what I paid. Although we agree on all of the problems with the service I received, Guida's offers show that they do not feel that they should have to provide commensurate compensation. Since it seems that our attempts at dispute resolution have failed to have us come to an agreement, I am requesting to escalate my complaint to mediation.
  
  
  Regards,
  
  *************************
  
  
  
  
  
  
  
  

  
  

  

  Business Response

  Date: 06/28/2024

  I have to admit that we were disappointed and surprised that our latest offer of an $800 reimbursement was declined by the customer, and that the result of this complaint being closed out thereafter meant that they would be walking away from this mediation without any restitution. While we believed that our latest offer was fair and reasonable, the last thing we wanted was for this matter to conclude with the customer feeling completely dissatisfied with the end result. It is for that reason that we are requesting that the complaint be re-opened to allow us to make an amended final offer.
  
   
  
  After further consideration, we have decided that we will increase our offer to compensate for $100 per window installed, resulting in an overall reimbursement of $1,600. We believe that this amount should cover/exceed any expenses incurred to have the window trim re-painted where needed, and hope that this satisfies the customers expectations.
  
   
  
  Thank you for your continued patience and consideration as we work towards an amicable resolution. 
  
   
  
  Sincerely,
  
   
  
  ***************************
  
  Vice President * Director of Sales 
  
   
  
   

  Customer Answer

  Date: 07/02/2024

  [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 have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *************************