Complaints

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• Initial Complaint

  Date:09/17/2024

  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.

  I hired window and door to close in my patio area with a pet screen, which they advertised when their employees arrived the started the job, they went to put up the screen, when I asked if that was a pet screen they said No. I told him I was supposed to be getting a pet screen he read the paper work and with that call up the office and I'm still waiting , then I went out to look at the work they done and it is unacceptable the screws aren't in right the tubing is bent they broke the wood where they cut into and just slopped it up with glue the corners don't line up properly. They are giving me a story about the screen and door. Please I just want my problem resolved. I gave them what they ask for and they giving me not what I'm paying for

  Business Response

  Date: 09/24/2024

  We did contract with Ms. ***** on 7/19/2024. The installers arrived to start on the screen room. They began working and shortly after that it was determined the wrong screen had been delivered to us and in turn was delivered to her job. She was also upset that she was getting a 36" screen door instead of a 32" screen door. 36" doors are the standard for screen porches and is what we normally install due to someone wanting to move furniture in or out of the screen enclosure. It was never mentioned at the original appointment that she wanted a 32" door. We pulled our installers off the job to get the correct supplies ordered. The pet screen has now been delivered to our warehouse but the custom sized 32" screen door has a lead time of 4-5 weeks. It was ordered August 22nd by our supplier. We should be receiving the door no later than next week. We will at that time complete the screen room. We made Ms. ***** aware of this and we have communicated with her throughout the whole process even though she has been verbally abusive to my staff, hollering and cussing at times. We wanted to make sure we are able to complete the screen room exactly how she wanted. We've been very apologetic about the screen mistake. The door size was never communicated to me when I met with her but my staff has been apologetic about that as well. We will be contacting Ms. ***** as soon as the door has delivered and plan to get the screen room completed ASAP. 

  Customer Answer

  Date: 09/24/2024

   
  Complaint: 22298888
  
  I am rejecting this response because:
  They were installing the wrong material,when I asked about it that's when they told me it wasn't what I order. The installation men not the company, and they the company acknowledged  that it wasn't the right material and that the workmanship is not up to par after I sent them pictures of the work so I want my full deposit returned.they can come and get there materials that were left here and bring my refund.
  Sincerely,
  
  ***** *****