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:04/24/2023

  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.

  Transaction date: 11/18/22
  Merchant delivered material that was different than ordered. Tried to resolve with merchant for return and replace and was not successful.
  
  Disputed charges with Visa and merchant rejected dispute with false and inaccurate details. See dispute documentation enclosed. Merchant was unwilling to settle this dispute with Visa. Visa closed the dispute.

  Business Response

  Date: 05/02/2023

  The attachment with the dispute information references several pages, which were not part of the attachment and I cannot make any reference to those.   This is what I do know: Mr. *********'s contractor ordered a door from Yoder's for Mr. ********* around 7/28/22.  The door was apparently ordered incorrectly by the contractor, but was billed to the contractor, not Mr. *********.  The contractor asked us to quote him the same door, but with a wider jamb, which we did.   Mr. ********* called Yoder's on 11/14/22 and ordered the door himself with a credit card.   After this door was delivered, we were notified that this door was also incorrect because they wanted both doors of the double door to open, not just one.   These doors are special order doors and we cannot return them to our vendor for a credit.   Mr. ********* was only billed for one door, on 11/15/22, and disputed this charge with his credit card company.  His credit card company pulled the funds back from Yoder's and issued a credit to Mr. *********.    Yoder's quoted and ordered the doors as requested and we do not feel that we are in the wrong.   However, since the credit card company has issued him a credit, he has no longer paid for this door and I'm not sure why there is still a dispute at this time.  

  Customer Answer

  Date: 05/04/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 
  
  
  Once again, the merchant has misrepresented the facts with regards to this request for return. 

  1) The door received was not as ordered and cannot be installed. Photographic evidence was submitted multiple times. 

  2) The return request was NOT due to the door opening as asserted this time, and was not part of their original response to the credit card company. 

  3) The credit card dispute was closed and reversed due to NO RESPONSE from Yoder's to the credit card company. See Dispute closure enclosed which demonstrates that the final status.

  4) The credit card company indicates that this merchant has a track record of either misrepresentation of the facts and/or no response to disputes. In our case, both are true. Original complete response to the dispute enclosed. I was not able to upload due to size limitations. The dispute was closed by the credit card company due to lack of response from this merchant. 

  We are only seeking the return of the defective merchandise and a refund. Any assistance your organization can offer to help us resolve this issue would be greatly appreciated. 

   

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

  Business Response

  Date: 05/08/2023

  I got with Dave this morning and he confirmed that the credit card company reversed the funds and gave them back to us.   I was not aware of that.  Steven ordered what Kanen asked him to order, but I asked Jen to issue the customer a good will credit and I attached a copy of the credit she issued.

  Customer Answer

  Date: 05/29/2023

  Better Business Bureau,
  
  
  Thank you very much for stepping in and getting this resolved in my favor. Your team helped resolve this issue when the credit card company could not! Thank you for representing the consumer against corporate abuse. 

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

• Initial Complaint

  Date:11/17/2022

  Type:Product 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.

  John went to the store with our contractor and ordered windows. Brown on the outside and white on the inside. This was a special order and there was an added charge for the brown outside. The windows came in while my husband was out of town and our installer, installed the windows while I was at work. I went by right after work and saw that you could see white on the side of the windows and the the window locks were white. The installer also pointed out that on each corner of the widows there were dime to nickel size white circles. I called Y****s and asked that they send a representative out and they would not do it, Mrs. Y**** said we could come get brown touch up paint and do it ourselves. It was been over a month with several attempts on our part and our contractor has tried also, with no help resolution. We spent $11,000.00 for these windows PLUS the cost for installation and this is not fair that they can just treat people this way and not even care. I am sending a handful of pictures, but all the windows are the same. They all need to be touched up on the corners and they all have white showing on the outside.

  Business Response

  Date: 11/29/2022

  I talked to
  ****** (Ms. Y****) and this is my understanding of what is going on.  

  
  The customer
  came into Y****’s on a day ****** was off to complain about the exterior of the
  YKK windows.  Bob S*****, YKK's sales rep, happened to be
  in the store when he came in and he talked to Bob.   Bob said for us to submit it to YKK’s
  service department and have one of their service techs follow up. 
  
  ****** had sent the
  homeowner an email and offered to send our service team out to touch up the
  windows, but did not receive a response.  The builder then called ****** and said the homeowner’s did not want
  Y****’s to come out, they wanted someone from YKK to come out.   ****** submitted it to YKK and has been in
  contact with the builder about the status.   
  
  We did have
  some difficulty getting YKK to respond to us about it and last week I contacted
  the sales manager.  Someone from the
  service department responded the next day and told ****** they had assigned it
  to FSI, who does their service work.   FSI will contact the builder to schedule and this can typically take a
  few weeks to happen.  ****** has tried to
  call the builder since then, but keeps getting his VM and his mailbox is
  full.