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:04/18/2023

  Type:Billing 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.

  All dealings were with the owner Mr. Karl ******** and by email. I found Window Restore by searching for a ******* ******* handle set with an 8 & 1/8” tall back plate due to a broken key lock. I asked if I could use the old back plate with the rest of the new handle set (key lock, turn knob and handle levers). His reply was yes, so I placed my first order # *****. When I received my order, it was not a ******* product but, instead, an ******** product, and I could not use my old back plate. Thus, I placed a second order # ***** for the working hand set on the adjacent door so that both handle sets would match, and paid the same price. While waiting for my second order to ship, I realized my first order actually shipped from *** ***** ***** *** ******* and, if I had to return it, I would have to deal with this company and not Window Restore. It turns out, Window Restore falsely advertized these handle sets as ******* Part Number ***** instead of advertizing them as ******** with the correct respective part numbers (if I had known they were ******** handle sets that “work with” ******* and other doors, I could have searched the internet for a better price). Thus, I unknowingly paid a surcharge of $****** for Karl to submit my orders to *** ***** ***** *** ******* for me ($****** - $****** excluding shipping). Karl did not disclose the fact that his company does not stock and directly ship these handle sets, so he has no stocking or shipping “overhead” costs. When I emailed Karl about this and requested a **% refund ($******) for the cost difference between what I paid him and what the actual cost of the products are from *** ***** ***** *** *******, I received no response. Request Karl refund the $****** I have requested, and update his Window Restore website to reflect actual product being sold (********) and justified tiered pricing for options (Active Keyed, Active Non-Keyed, Passive).

  Business Response

  Date: 04/21/2023

  Thank you.  We do draw from other vendor’s inventory based on how quickly a customer wants the parts.  On both of the customer’s orders, we wanted to make sure she received both orders she placed as quickly as possible.  This vendor sharing cooperation has helped keep orders moving, especially during COVID 19.  Thank you.

  Customer Answer

  Date: 04/23/2023

  Complaint: ********.  

  This response does not address my 3 main issues. (1) Window Restore falsely advertizes and sells these handle sets as ******* Part Number ***** instead of what they actually are: 3 ******* ******** options. I contacted *** ***** ***** * ******* this past week, sent them pictures of my old ******* ******* handle set, and they responded saying they are actually ******* ******** but now are only available with a 10” back plate. Again, if I had known they were ******** handle sets (******* does not manufacture handle sets), I could have searched for better pricing. Window Restore should be forthright and update their website to reflect the actual product being sold. (2) Window Restore does not sell these ******* ******** handle sets with tiered pricing for the 3 options of Active Keyed, Active Non-Keyed, Passive (most to least expensive) as seen on the *** ***** ***** * ******* website. Instead, they charge the same price which results in inflated prices for the Active Non-Keyed and Passive handle sets. Window Restore should be forthright and update the cost of the 3 ******* ******** options on their website to reflect bona fide tiered pricing. Otherwise, Window Restore is overcharging their customers for the less expensive options. (3) The Window Restore response did address the issue that my 2 orders actually shipped direct from *** ***** ***** * *******, but I don’t accept his reason that he wanted to make sure I received both orders as quickly as possible. I never made my requests as “urgent”. I simply asked each time if the item was in stock, and was told yes. The Window Restore response said they sometimes “draw from other vendor’s inventory”, but did not address my belief that they do not stock and directly ship these handle sets but, instead, always purchase them from other vendors on behalf of their customers so that they have no stocking or shipping “overhead” costs. I need verification if I am correct.
  
  Sincerely, Carole ****

  Business Response

  Date: 04/27/2023

  ******* was purchased by ******** ***** in 2018.  Please see below.
  

  ************* Buys ******* Hardware

  March 8th, 2018 by Trey *********

  ***** ***, the U.K.-based parent company of U.S. hardware maker *************, has purchased Texas-based ******* Hardware *** **** *******. ***** says ******* will be fully integrated into *************.
  “We are very excited about the opportunity to expand our product portfolio and manufacturing footprint,” said Mike ******, senior vice president of sales and marketing at *************. “******* Hardware solutions compliment the ************* product portfolio and will position us well to serve our customers with continued success across North America.”
  The company says the acquisition will broaden *************** patio door, hinged window, and hung/sliding window product portfolios. The latter represents about 70 percent of all window openings in the U.S. residential market.
  “The acquisition of ******* represents a strategic opportunity to expand our residential hardware offering in North America,” said Louis ********, ******* ***. “******* offers an excellent fit with our ************* business with its established customer relationships and strong product offering. On behalf of the board, I am pleased to welcome ********* management and employees to the group.”
  ***** says the purchase of ******* should bring revenue benefits of at least ** ******* a year starting in 2020. The company says those benefits will be realized through the consolidation of surplus offices and facilities; the elimination of duplicate administrative overheads; the alignment of sales and marketing resources; co-ordination of third-party sourcing, freight and logistics; and sharing of best practice between ************* and *******.
  ******* *** ******* ** ****. The company had been owned by private-equity firm **** ******* since 2013.
  “First of all, we’re appreciative at ******* of the four and a half years of positive support we had under **** ******* ownership,” said Bob *****, president of ******* Hardware. “The ******* team is now ready and eager to join forces with *************. We fully intend to do our part to support ***** *** and the North American window and door industry as we all move forward together. We believe this transaction speaks very well to the quality of our people and their continuing commitment to our customers.”
  ************* has more than 2,400 employees and is headquartered in ****** *****, with manufacturing facilities throughout North America. ******* Hardware has around 475 employees and is headquartered in ******* *****, with manufacturing facilities in ********** ******* *** *********** ******, and a centralized distribution center in ********* ***.
  

  Customer Answer

  Date: 04/29/2023

  
  Complaint: ********
  
  I am rejecting this response because:  This second response to my BBB Complaint does not address any of my issues with Midwest Window & Door Co (aka, Window Restore).  Instead, it describes a totally different topic (is “off subject”), has nothing to do with their companies “business practices”, and has no impact on my issues.  They need to re-read my issues described in detail in my initial submission, and re-iterated in my rejection of their first response, regarding their false advertisement of the product they sold me, the inflated pricing of the 2 less expensive options for this product, and the deceitful practice of not being a direct seller of this product.  
  
  Sincerely,
  
  Carole ****

  Business Response

  Date: 05/05/2023

  We sell these handle sets at the cost we list to many satisfied customers.  And with any product, it may be possible to find it for a different price somewhere else.  Most stores don’t have exactly the same prices as another.
  
  And, occasionally we do draw from other vendor’s inventory based on availability. This vendor sharing cooperation helps keep orders moving, especially during COVID 19.  Thank you.

  Customer Answer

  Date: 05/08/2023

  
  Complaint: ********
  
  This third response, like the previous two responses, again avoids directly answering my three issues. Instead, it talks about their other satisfied customers who have purchased the ******* handle sets from them (when there is no such product as ******* handle sets, only ******* ******** handle sets that work with ******* swing doors), how pricing for products vary from seller to seller (which is true but does not recognize the fact that they falsely advertized the ******* handle sets instead of advertising them as ******* ******** handle sets, information which could have been used to price-compete these products with other sellers), and repeats a part of a previous response about drawing from other vendor’s inventory based on eligibility which is off-subject. Midwest Window & Door Co must directly address my issues dealing with their “business practices” in my initial submission and my two rejections of their responses. Again, my three issues they need to address are: (1) falsely advertising the product they sold me as ******* handle sets when, in reality, they are ******* ******** handle sets, (2) charging their customers the same price for the three handle set options of Active Keyed, Active Non-Keyed, Passive (most to least expensive) which results in them over-charging their uninformed customers for the two less expensive options, and (3) not truthfully answering my belief that they do not stock and directly ship these handle sets but, instead, always purchase them from other vendors on behalf of their customers so that they have no stocking or shipping “overhead” costs.  
  
  Sincerely,
  
  Carole ****

  Customer Answer

  Date: 05/21/2023

  Reference the attached BBB Message dated 5/19/2023 states my complaint is closed and provides two different reasons, neither of which is true.  (1)  The first reason says “We understand you are NOT satisfied with the business's response, and have noted your dissatisfaction in our files.  While we were unable to reach your desired resolution, the business has provided your Better Business Bureau (BBB) with its position.  This matter is now closed in BBB files, and will appear in the company's BBB Business Profile as: ‘Answered - the business addressed the issues within the complaint, but the consumer remains dissatisfied.’”  I refute the statement that the business addressed my issues, and my dissatisfaction is based on the fact that all responses from this business have avoided directly answering my issues.  (2)  The second reason says “We have not received your response to confirm this complaint has been resolved. Therefore, this complaint has been closed and will appear in the company's BBB Business Profile as: ‘Answered- BBB has not heard back from the consumer as to their satisfaction with the business's response.’” I don’t understand this because my latest response (dated 5/8/2023) confirms my complaint has NOT been resolved. The latest MESSAGE FROM BUSINESS (dated 5/5/2023) is stated at the end of this BBB message, but it appears that my latest response (dated 5/8/2023) to this message, found on-line under my complaint, has not been recognized by the BBB, and/or not forwarded to Midwest Window & Door Co. for a response. In other words, I see no “Respond to Complaint” from Midwest Window & Door Co. posted under my Messages that is dated after my latest rejection.  Thus, I need my complaint to be reopened, and my latest rejection (dated 5/8/203) to be forwarded to Midwest Window & Door Co for their response.