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:01/31/2025

  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.

  I filed a service warranty claim for a non-functioning swing (main) door in mid-July 2024. I sent in nearly 20 photos of the door (as requested by Panoramic Doors and a *************-based Service technician). I have called and sent multiple emails/text messages to the ************************** and was finally scheduled for a Service tech (based in ******) to come to my home and perform the needed repairs (between the hours of 11 am to 1 pm) Today (the scheduled service day), no one showed up to perform the warranty service. I called to speak with my assigned Case Manager only to find that she had a family emergency. I asked what about the Service technician (why didnt he show up?) I was told that he had a medical emergency. Ok I asked if I could be rescheduled for this service and was told that someone would contact me to provide me with another service appointment. Now, I wait for who knows how long for someone from Panoramic Doors to fulfill their Warranty commitment within a timely manner to fix a door that has been in disrepair for 7 months.

  

  Business Response

  Date: 01/31/2025

  *******, 

   

  I have recieved you complaint and forwarded it to the team that overseas service. We will reach with a solution for you shortly. 

   

  -******

• Initial Complaint

  Date:11/04/2024

  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.

  Built new house, brought doors from Panoramic for ********* dollars. When doors were installed by builder it was noted that essential hardware was missing. This missing hardware made the door inoperable. I contacted the company and they sent the missing hardware and told me they would schedule an employee of theirs to fix the issue. This was 4 months ago, I have called them many many times and they always tell me a scheduler will get back to me with in 24 hours. No one has ever called. Because of this problem the doors do not work properly. They need to fix this before it has to go to court. Hopefully you can assist me with this problem. Thank you ***** Frame

  

  Business Response

  Date: 11/14/2024

  *****, 

  We have received you request and we are talking it to the team for a resolution. Thank you for being a customer. 

  -******

• Initial Complaint

  Date:07/19/2024

  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.

  After five sets of replacement glass, I am literally astonished this company is still in business. And now, after we STILL have defective glass (visible stripes down the middle of the doors between the frames from the rollers in the factory), they have decided they will not respond to our continual requests for someone to do something about this. It is a continual inconvenience and a frustrating requirement for us to reach out, make room for the windows in the garage, wait for the installation, and accommodate the date and time for the replacement, all for them to be defective over and over. However, the fact that they have failed to make this right, by ignoring our correspondence is disgraceful considering how much we paid for these doors. Right now, we have an issue with four out of the six doors. On three of the doors we are seeing the typical "stripes" where the rollers must have pulled the glass through the machine (this is what we understand from our last installer as he mentioned several customers are now dealing with this massive oversight by the company). These defects seem to emerge about six months after they are installed. One of the doors has turned completely PURPLE! It is like the whole glass was affected by the roller machine. At this point we are seeking replacement and refund as this company continues to advertise and sell to others who think they are buying a quality product, yet cant bother to solve issues with their current customers who have spent thousands of dollars on their product. BUYER BEWARE!

  

  Business Response

  Date: 07/19/2024

  Thank you for submitting your complaint to the Better Business Bureau (BBB). We have received your complaint and it is currently under review. Our team will investigate the matter thoroughly and we will provide you with an update as soon as possible. We appreciate your patience and understanding as we work to resolve this issue.
  

  Sincerely,

  Panoramic Doors Team 

  Customer Answer

  Date: 07/22/2024

  Complaint: 22011654
  
  

  Ms. ********,
  
  
  I appreciate your swift response. I am sure you can understand my frustration of not being responded to after several attempts to reach out to different representatives in your company, over several months.
  
  
  In your email, you stated:
  
  
  "It is clear that despite our best efforts and multiple attemptsincluding working with two different glass manufacturers and replacing the glass several timeswe have been unable to achieve a satisfactory resolution to your concerns."
  
  
  I respectfully disagree that the marks and complete discoloration of one of the doors are "concerns" of ours. Rather, they are defects in your product that are still covered under warranty, regardless of how often you have had to address your defective glass issue. The stripes and dots inside the panes are far from "imperfections". Clearly, they are marks from the glass production line in which the rollers, or some other object, have left residue on the glass. 
  
  
  Just in case it was not documented in our file, which I hope you have read, one of your installers even refused to install a set of glass during one replacement appointment, because he noted the stripes and marks in the glass panes himself (he sent in pictures and a report to Panoramic at that time as well). I also understand from the last installer who came to our home that several Panoramic customers are experiencing this issue with your product. I'm curious: Did you look at the pictures I included? Within the photo folder (found in this link), you can see I have documented all of the marks. I'm sure if you saw these pictures, you would agree that this is not the standard of quality that you sold to us for over $17,000. 
  
  
  Being Vice President of Operations, I am surprised that you would state: 
  
  
  "We have diligently sought solutions to address these issues, but unfortunately, previous attempts to source alternative glass have not met your expectations." 
  
  
  Instead, I would have expected to hear that the glass has not met YOUR expectations (again, please take the time to look at the pictures). I can't imagine other customers would ****** thousands of dollars for possible "stripes, dots, and discolorations" in their doors due to "imperfections and varying tolerances", that you are not able to remediate, as you stated. If this is true, I certainly do feel a responsibility to let others know of the possibility, as your product is a significant investment for a homeowner.
  
  
  Just so I am clear, are you saying you would offer a partial refund for our doors and then come to remove them? This certainly is not a satisfactory solution for us. A $1,000 credit with your company to waive our warranty rights is far from a commitment to resolve this matter to our satisfaction.
  
  
  I fully understand it is costly on your part to replace glass, and I also know that you were not the one to make the marks on the glass personally, so it is frustrating to have to own the fact that your company has not produced a quality product in this case (and what sounds like many more cases). I was both Director of Operations and ************** Development officer for a large company and can resonate with the fact that "incidences" like our experience with Panoramic Doors are ones that cause us, as business leaders, to ask what is more important: our product's reputation and the corresponding testimony of clients, or our desire to avoid full ownership of an issue that needs to be corrected, no matter the cost. 
  
  
  We believe a request for a partial refund, and the replacement of our glass under warranty is a generous compromise on our part, considering the dissatisfaction, inconvenience, and significant time spent communicating, storing glass, making replacement appointments, accommodating workers, etc., that your product has caused us. 
  
  
  Until we have a resolution to this matter, I will keep our case open with the Better Business Bureau.
  
  
  Thank you,
  
  
  ******** ***********
  
  

  
  
  

  

  Business Response

  Date: 07/22/2024

  Ms. ****************** Panoramic, ensuring your satisfaction is paramount to us, and we have made several efforts to address your concerns. I hear your disappointment with the discoloration and markings on the glass units, which despite sourcing from different manufacturers, continue to present similar results.
  
  
  I apologize if there was any oversight in educating you about the inherent characteristics of glass during the installation process and deterred any previous installation. As a building material, glass can exhibit phenomena such as color variation and distortion, including "roller waves" caused during the tempering process by ceramic rollers, which ASTM guidelines recognize as inherent rather than defective. Specifically, the colored coatings on the glass are designed to enhance efficiency ratings but can cause variations in hue as light refracts and reflects differently off each pane. This explains the observed differences in color tones among the glass pieces.
  
  
  It's important to note that these inherent characteristics do not classify as defects. Defects such as scratches, debris, spots, shells, and chips are meticulously inspected according to **** guidelines, which specify inspection methods involving distance, viewing angles, and suitable lighting conditions. These guidelines are noted as follows::
  Glass shall be inspected in the central (see illustration and categories below) area in transmission at a distance of 5 feet from the observer, and in reflection at a distance of 10 feet from the observer.
  Glass shall be inspected in the border area in transmission and reflection at a distance of 10 ft from the observer.
  Glass must be inspected using a viewing angle of 90 degrees from the glass with suitable background light (daylight without direct sunlight or a range of 500 1000 foot lamberts.) If a lighting box is used as a light source, the diffusing plate shall be parallel to and at a distance of 10 ft from the glass.
  Inspection should not exceed viewing of more than 5 seconds for lites up to 6 square feet, 10 seconds for lites up to 35 sq ft, and 20 seconds for lites larger than 35 square feet, either in transmission or reflection.
  If defects are visible beyond what is allowable as listed by sizes (square feet) below using the inspection criteria, the glass may be rejected.
  
  
  As a company committed to customer satisfaction, we are willing to incur costs to replace glass where necessary to achieve resolution. However, in this instance, our efforts have not brought us closer to meeting your satisfaction. Therefore, I proposed an alternative solution: to remove the system and issue a partial refund to facilitate your installation of a more suitable alternative. Alternatively, if you wish to retain the system but prefer to use glass from an independent supplier, I offered a $1,000 refund to assist in your purchase, noting that using non-Panoramic issued glass would void the warranty.
  
  
  If you believe there is another reasonable solution or have additional recommendations, please share them with us. We are committed to finding a resolution that meets your expectations and ensures your satisfaction with our products.
  
  
  I look forward to your response,
  
  
  ******* ********

  Customer Answer

  Date: 07/28/2024

  Complaint: 22011654

  Ms. *******,

  In my previous email, I asked if you had viewed any pictures attached to my complaint or any images in the linked folder. You did not answer, so I am asking again. 
  I am now including a link (please see attached) to a ****** document I created today to show you our experience with Panoramic Doors in timeline format. The document also includes email screenshots and more product pictures. Please review this document and kindly acknowledge that you have viewed it in its entirety, as it gives a much clearer picture of what has transpired in our experience with your company. 

  
  In the last two days, I have consulted three different glass specialists from three reputable glass companies. They all agree that our current glass panels (as well as our past panels seen in pictures) have defects and that the marks and discolorations are NOT inherent characteristics of the glass.

  
  Additionally, all of your service managers that we have spoken to over the last four years (and also the service technician who did not even install the faulty glass because of marking issues) have acknowledged that both the glass panes that are presently in our doors and the panes that you have historically sent us are defective. Each specialist I have spoken to has noted that the lines and marks seen in our glass panes are caused by burn marks from the ceramic rollers used in the tempering process of the glass. Over time, ceramic rollers in the glass tempering furnace can become caked with glass residue, affecting the quality of tempered glass produced. This defect seems to be quite a common complaint amongst customers when it comes to glass manufacturers who are not cleaning their rollers often enough or are failing to maintain a standardized process to prevent this damage from happening. Dirty rollers can cause streaks, marks, and other defects on the glass, resulting in costly rejections and production delays, as we have seen firsthand at Panoramic Doors. Our service technician even mentioned this particular problem with your company, stating how it was causing significant issues with your customers because of the lack of oversight. 

  
  As for the purple door, one specialist suspects that either a seal has broken, causing discoloration between the two panes, or the glass was put on inside out. Clearly, from our pictures, anyone can immediately see that something is faulty with the door, especially considering it was delivered with the other five glass panes simultaneously from the same manufacturer, whether manufactured in-house at Panoramic or outsourced from another company like *************** 

  
  Understandably, it is frustrating and disappointing to you that Panoramic (or another company with whom you outsourced to serve us) has suffered a significant cost in remediating this problem due to manufacturing. However, it is equally damaging to the company's integrity that you are trying to pass these marks and discolorations off as characteristics in the glass while using glass inspection standards to back up your claim. 

  
  In your last correspondence, you mentioned me suggesting reasonable solutions because ensuring your satisfaction is paramount to us. A $1,000 credit, NOR removal of our doors are reasonable solutions considering how much we have invested in this product in the first place. Under our warranty, doing your part to ensure we have a product free from burn marks and discoloration might not be reasonable to you, but it is expected per our purchase agreement. In addition, as stated previously, a partial refund for the extremely frustrating, time-consuming, frankly infuriating experience this has been is what we see as reasonable. 

  ******** and ***** ***********
  
  

   

   

  

  Business Response

  Date: 08/05/2024

  *** and Mrs. ***********,
  
  I have reviewed the attachments and timeline provided in the link. While I acknowledge the presence of marks on the glass, the pictures make it challenging to assess the true condition accurately. However, if we accept the marks in question as roller marks, it is important to note that there is no industry standard specifically addressing roller marks.
  
  According to ASTM C1048-04, section 7.4.2:
  "Fully tempered and heat-strengthened glass made in a horizontal furnace may exhibit surface distortions, such as picture framing, heat distortion, or roller wave distortion. These distortions are noticeable when viewing images reflected from the glass surface."
  
  Such distortions are not classified as defects under industry standards. Despite this, we have made several efforts to achieve results that meet your satisfaction. The costs associated with materials, travel, and labor have surpassed the purchase price of your system and warranty coverage. Nevertheless, we have continued to offer alternatives and sought your input for potential solutions.
  
  Although the proposed alternatives were declined, and no further suggestions were provided from your end, I remain committed to finding a resolution. I would appreciate it if you could let me know which solution you would prefer or if you have any alternative proposals.
  
  Thank you for your attention to this matter. I look forward to your response.
  
  Sincerely,
  ******* ********

  Customer Answer

  Date: 08/06/2024

  Complaint: 22011654
  
  Ms. ********,

  I appreciate your correspondence.

  I accept the fact that "roller marks" may not be the specific term for the marks that were put on our glass during production, however it is evident that the blemishes on our glass are visible within 10 feet of viewing (noted in ASTM standards) and the different colored hue of glass on sheet #5 is evident at any distance. It is also clear that the blemishes are not a roller distortion as there is no wave in the glass. 

  At this point, I would like to be escalated to your direct report in order to discuss this matter further with the goal of working towards a resolution, since your offer is not satisfactory to us and our resolution request has been denied by you. 

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

  Customer Answer

  Date: 09/06/2024

  Complaint: 22011654
  

  
  Ms. ********,
  

  It is disappointing to hear your viewpoint on this matter which we have been trying to resolve. Im sure other customers, like me, would appreciate being aware of the Panoramic leadership teams perspective (or stance) on its agreed-upon standards regarding acceptable glass conditions used within Panoramic products before they buy your product.
  In my opinion, just because **** does not have an industry standard (as stated in your email) on what we are both observing in our glass (ASTM standards being quite vague in assessment protocol regarding defects overall, quite frankly) does not mean that your company has no accountability regarding knowingly selling a product that is clearly not matching the excellence that your sales staff boasts of. I refer to a lack of accountability because you claim that none of our glass was defective and that you were just trying to satisfy us as a customer since we had merely been uneducated regarding how Panoramic glass can appear to a buyer. 

  
  I am not sure if you consider yourself a Q1 or Q4 quality distributor. Still, either way, having worked in the C-suite of a large company myself, I am well aware of the balance between expenses, standards, and brand reputation. Of course, there has to be some give and take as a company attempts to balance all three of these considerations. However, I would l think that glass quality, regardless of the industrys lowest denominator regulations, would be one of your top priorities because it overlaps all three of these factors being weighed. Because I now better understand how your Leadership Team chooses to do business after this experience, out of integrity, I will keep that knowledge in mind when others inquire about Panoramic Doors. 

  
  Finally, yes, you have repeatedly suggested that I propose an alternative to your offers to resolve this matter. I have suggested what we deemed was fair considering the ongoing experience that we have had with your company. While this is very far from what we consider ideal, I would like to ask that, at the very least, you replace the glass in door number five. Not only is this door very obviously out of place (being purple), but the nine patterned dots in the upper right corner of the glass are beyond aggravating to look at while they serve as a reminder of this disappointing experience. 

  
  Please let me know whether this compromise will bring us both to a resolution.
  

   

  ******** ***********
  
  

• Initial Complaint

  Date:07/12/2024

  Type:Customer Service 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.

  We have discovered a manufacturing defect in the 2 sets of doors from the company, on their ********** Door series, and these defects allow water intrusion and surmise there is also substantial heat loss (as is shown by our massive heat bills). The issue was brought up to them on Apr 3, 2024 and it wasn't until May 6, 2024, that they finally acknowledge that it's a manufacturing defect and they have a course of action. It wasn't until Jun 20, 2024 that we got a reply that a technician would be showing up later that evening (no advance notice). Jun 26, 2024 got a reply from ******* ******** saying they will replace glazing beads and gaskets. But I replied and asked how they will test/address the "energy efficiency" of the doors, per their website "California Title 24" and "Design Pressure Rating DP 50". Today is Jul 12, ******************************** response. We want new doors to be manufactured, shipped, installed.

  

  Business Response

  Date: 07/16/2024

  
  Thank you for submitting your complaint to the Better Business Bureau (BBB). We have received your complaint and it is currently under review. Our team will investigate the matter thoroughly and we will provide you with an update as soon as possible. We appreciate your patience and understanding as we work to resolve this issue.
  

  Sincerely,

  ****** **********

  Panoramic Doors

  Marketing Director

  Customer Answer

  Date: 07/16/2024

  Complaint: 21981013
  
  I am rejecting this response because: Awaiting response from the company. 

  Issue and discovery videos:

  04-12-2024: 2:18pm: water ***** inside: *************************************;
  04-12-2024: 3:34pm: 2 mins *************************************;(3rd floor, water from inside panes)
  04-******* @ 2:29pm: Middle of the water test - 11 min video ********************************************** see the 7+/- minute ***** you will see the water flowing like a river between the frame panels.
  
  Here we discover the issue - the exterior gaskets do not go edge-to-edge. 
  04-******* @ 6:39pm: review of all window holes using Q-Tips - 2 mins video: ***************************************

  Also, your VP Operations says that those are not defects, which is hard to believe because they are advertised to be compliant with California Title 24 and Florida Building Code FL42291 - but the doors have gaps that allow 1-2 Q-Tips to fit through without hinderance.

  And their post-sales service and warranty support suffers from ***** day gaps in responses to this particular inquiry. 

  
  Regards,
  
  Mac Chinsomboon

  

  Business Response

  Date: 07/17/2024

  Upon reviewing Mr. ************ initial submission, it was noted that the testing method he applied did not adhere to prescribed standards for simulated precipitation, rendering it inconclusive in determining failure. The video evidence provided indicates instances of water intrusion that appear to be unrelated to the performance of the manufactured product itself.
  

  Furthermore, the method of water application employed by Mr. *********** appears to have contributed to the observe water intrusion, as prolonged exposure to direct hose water led to an accelerated rate of water infiltration beyond the designed specifications of the system.
  

  Regarding Mr. ************* concerns about gaps, it was found that while the observed glazing bead gaps fall within acceptable tolerances, there were no manufacturing defects detected in the framing or any other part of the system.
  Mr. *********** has been advised to seek the services of a qualified provider for field testing if he believes there are unresolved issues. Please note that such testing services are not offered by Panoramic Doors.

  -******* Arellano 

  Customer Answer

  Date: 07/19/2024

  Complaint: 21981013
  
  I am rejecting this response because:

   

  Hi *******, I appreciate pointing out the fine print in the warranty, though its worded without specificity, in that its subject to interpretation as to what constitutes sufficient coverage, which allows for discretion to either cover or not cover, depending upon the mood of the interpreter. Though in our case, we have no cover and we were never informed of this requirement. So this brings up a question why this coverage requirement does not appear on any sales materials, not the website, not in your digital brochure, and never comes up during the design and sales process. 
  
  
  We started this journey because we found your unique system would be a great way to create a nice oasis in our home tear-down and new construction project - which started during the pandemic and were still yet to move in. This customer just wants a high quality product without defects, even if its within your acceptable level of tolerance.  
  
  
  But there are mixed messages from your various contacts, of which there are many. Attached is a May 6 email from ******* ****** that states its a problem and will be sending out a technician. Then nothing happens. Attached is another email from Jun 19 from ****** ******* stating the same. And attached is an email from Jun 26 from yourself that says it will be covered under warranty. So it seems odd that youd send out a technician on Jun 20 without a work order to install the gaskets, which had finally arrived, but that had initially delayed the scheduling of said technician. 
  
  
  That being said, from your condescending tone and righteous emails, I get that you want us, as a paying customer, to get into the submission position and to beg for help. Well youve done it and were in submission and were begging for help and have been for months. So yes, I am begging for you to send someone out and accept it as your only offered solution. Please let me know what we need to do next.
  
  Regards,
  
  Mac Chinsomboon

  

  Business Response

  Date: 07/26/2024

  Upon reviewing Mr. ************ initial submission, it was noted that the testing method he applied did not adhere to prescribed standards for simulated precipitation, rendering it inconclusive in determining failure. The video evidence provided indicates instances of water intrusion that appear to be unrelated to the performance of the manufactured product itself.
  Furthermore, the method of water application employed by Mr. *********** appears to have contributed to the observe water intrusion, as prolonged exposure to direct hose water led to an accelerated rate of water infiltration beyond the designed specifications of the system.
  

  Regarding Mr. ************* concerns about gaps, it was found that while the observed glazing bead gaps fall within acceptable tolerances, there were no manufacturing defects detected in the framing or any other part of the system.
  

  Mr. *********** has been advised to seek the services of a qualified provider for field testing if he believes there are unresolved issues. Please note that such testing services are not offered by Panoramic Doors.

  Customer Answer

  Date: 07/27/2024

  Complaint: 21981013
  
  I am rejecting this response because:

  1. the water was caused by snow fall melting. As I have already sent to you: 04-04-2024 Spring snow storm of April 3-4, 2024: ******************************** - see approx minute 2:30p

  2. a May 6 email from ******* ****** that states its a problem and will be sending out a technician. Then nothing happens. Attached is another email from Jun 19 from ****** ******* stating the same. And attached is an email from Jun 26 from yourself that says it will be covered under warranty. So it seems odd that youd send out a technician on Jun 20 without a work order to install the gaskets, which had finally arrived, but that had initially delayed the scheduling of said technician.

  3. Jul 19 email from ******* saying that she is working to schedule a visit. It's been 9 days since that email. 

  Additionally, I'd like to know what documentation you have that supports your note that it's within acceptable tolerance to get that much water from a natural snow storm?

  Regards,
  
  Mac Chinsomboon

• Initial Complaint

  Date:06/14/2024

  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.

  Order #: US78953 When we ordered these doors, we were assured by our salesman that installation in a log home would not pose any kind of issue. The company was first contacted 5 months after installation to ask if there were longer adjustment screws because the pass through door had started to stick due to settling. We were told to submit a warranty request. Finally in 2022, the company sent a service team to work on the door. They adjusted the pass through door so that it was operable, but the settling continued to the point that the panels were no longer operable with large gaps between them. The interior wood also began to warp and separate. The company sent new wood panels and in 2023 sent the service team back to replace the wood panels. At that time, the door was in such bad shape, the service team said that installing the new interior wood panels would be a waste of time until the door could be reinstalled. Since the door was installed per Panoramic Door instructions, they felt like Panoramic Doors should at least be partly responsible for the reinstall due to the door failure. After contacting the company again, the marketing director, *********************************, stated, "Why dont you fill out the request and we will see what we can figure out to help you. We want you to love your doors. Lets see what we can do." In the meantime, cold air rushes into the door during the winter months leading us to have to tape up the seams and stuff the door with blankets, rice filled tubes and rugs and placing space heaters in the front of the door to try to combat the cold wind blowing through. We have a photo of the space heater sitting in front of the door with it all taped up and covered with blankets and rugs and the inside temp is still only 58. The last contact from the company was stating that they do not deal with installation issues so we are on our own.

  

  Business Response

  Date: 06/17/2024

  Hello, as indicated by the customer the issue is with the installation of the doors. Panoramic Doors does not perform installations of the product. We would encourage the customer to contact the installing party and requesting a reinstallation of the product. The ********** XL product requested is a higher cost than the current vinyl product the customer has.  Thank you 

  Customer Answer

  Date: 07/01/2024

  Complaint: 21851239
  
  Firstly, the door we have is not vinyl.  As indicated on the invoice, it is signature aluminum.  When we purchased this door, we questioned the salesman thoroughly (and even sent several photos of the intended installation) regarding the suitability for installation at 9000 ft elevation in a log home located in the ***************.  We were assured that the energy efficiency level and quality of the doors was sufficient.  Clearly, that has not been the case.  As much as we have painfully considered replacing this $8000 custom investment we made with another product, we would really love to have these doors functioning as we were promised they would, as opposed to falling apart and warping as they are.  At best, the issues with the door are only partly owed to a possibly faulty installation.  The warping of the interior wood has already been previously admitted as faulty construction by the company.  Obviously, we are aware that the *********** product is a higher cost than the signature aluminum.  Thus, the request for EXCHANGE CREDIT in an effort to place a more appropriate product in this environment (as opposed to the faulty one we were sold on by the Pano Door salesman).  We are in ***** quite often and would be willing to return this door intact to the company for use as a model door (if they are even able to repair it).  If the *********** product is indeed superior in energy efficiency and it is installed (at our expense) by their recommended installer, then redemption would come in the form of a fully functioning door that actually functions properly AND protects against the outside elements in the end.  We are placing a lot of trust in this company at this point to even consider investing even more in this company for a different door in addition to a whole new installation cost. If money was no object for us, obviously we would not be concerned with any type of credit towards a new door; however, on a disabled veteran and nurse income, we simply cannot afford to lose the entire $8000 investment at this point, and we would like to be able to work out a solution with the company to share the expense of replacing this sub-par product. We would love to be happy customers of this company who rave to the marketplace about a uniquely functional door in our beautiful, unique home.  Please help us figure this out.

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

  

  Business Response

  Date: 07/16/2024

  Dear *******************, 
  
  After reviewing this case and the information you provided clearly shows that this is an installation issue. When settling happens this much on a house it is typically due to inadequate structure security involved. I can assure you that if you have your installation addressed you will see a huge difference in the performance of the doors. We always want our customers to be happy, but manufacturing is all that we are responsible for, and it appears this is not a manufacturing issue. I would be willing to authorize that we manufacture you a ********** door at a cost reduction of 35% off the price. Basically, making the door at our cost.

• Initial Complaint

  Date:11/07/2023

  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.

  This complaint is regarding a 4 panel doors system. Each panel is 4' wide and 10' tall. The doors were installed in February 2023. In late March a Panoramic Door individual came to the home to do final adjustments. *** from Panoramic Doors and ******************* from Ethically Built (the contractor) were both present. Even after these adjustment the doors remain unusable and in my option unsafe. The first door, which is the man door, opens but fairly stiff. Generally the second door can be opened but the third falls off the track at the top and the fourth door remain defective and cannot be opened at all. At the end of June *** from Panoramic Doors and ******************* from Ethically Built came to my home and agreed that the doors needed service. ******************* was to do a formal request for service. At that time I showed *** some parts that had broken off when we had tried to open the doors. About a month ago I spoke to *** at Panoramic Doors to see the status of a repair submission since it had been weeks with no contact. He confirmed that there was a repair request in his system but would not talk to me since the system was sold through ******************* at Ethically Built. Sunday October 22nd I had some company over and thought I would try once again to open the doors. Same story - I got doors one and two open and the third fell off the track. I had to call ******************* to come over and lift the door back into place. I am afraid of these doors. I would like them taken out and my money refunded to me. The desired settlement does not give me the choice that I need. Removal and refunded.

  

  Business Response

  Date: 11/08/2023

  *********************, 

  We are reviewing the service record on your can to best determine on how we can help in this situation. Please allow me to bring this to the attention of our leadership so we can move forward with a resolution on your door system. The team at Panoramic Doors is determined to get it right for you and our customers. Here is my personal email address so we can better assist you ****************************************** 

   

  Regards,

  *********************************

  Director of Marketing 

  Panoramic Doors

  Customer Answer

  Date: 11/09/2023

  Complaint: 20811010
  
  I am rejecting this response because:  they are only saying that they are looking into it.  They have not offered any resolution and therefore I do not wish to have this complaint closed.  I would like to give them an opportunity to offer a resolution.
  
  Regards,
  
  *******************************

  

  Business Response

  Date: 11/09/2023

  *******, 

   

  We ahvae been making efforts to improve our service department and the team you dealt with is no longer with Panoramic Doors. We now have a Service Team proactively making improvements. We are happy to find a resolution for you we would are looking into our records to understand the history of your case. I would love to connect with you via email so we can get a new service ticket filled out to resolve this for you. The prior service tickets were marked as closed in September. Opening a new ticket will also us to put together a new case. My email is ************************************ 

   

  Regards, 

  ******

  Customer Answer

  Date: 11/13/2023

  Complaint: 20811010
  
  I am rejecting this response because: They have admitted that they are having problems in their service department and wish to open a new service ticket.  I do not want to close this complaint until the problem is resolved.  I will respond as requested to open a new service ticket.  
  
  Regards,
  
  *******************************

  

  Business Response

  Date: 11/16/2023

  We are currently working on the issue with the customer. 

  Customer Answer

  Date: 11/16/2023

  Complaint: 20811010
  
  I am rejecting this response because:  three days ago they asked if there was a more direct way to contact me.  I shared my personal cell with them.  The following day I emailed them with my phone number again since I had not heard from them.  As of today, 3 days after asking for a more direct way to contact me I still have not heard from them.
  
  Regards,
  
  *******************************

  Customer Answer

  Date: 11/17/2023

  [A default letter is provided here which indicates your acceptance of Mediation. 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 Mediation is necessary.

  Regards,

  *******************************

  

  Business Response

  Date: 07/26/2024

  *********************
  **************,
  Thank you for sending me an email on behalf of ********************* and the issues that she is having with Panoramic Doors. We take great pride in making a wonderful product, and we want our service to be just as good. After reviewing Mrs. ********* case and speaking to you, I completely understand the problem she is having. Unfortunately, the operation issue is something that is out of our control. We can only control the building of the door and performance of the door, but not the limitation of someones ability to operate the door. However, I want to do everything in my power to help ********************* because she is a customer of ours. I am suggesting a few options that I feel comfortable with as a manufacturer that I can provide for her.
  First, if there is anything that is not working on the door as you mentioned please let me know what those are, and I will make sure a technician gets out of her house and repairs that quickly.
  Option #1
  We can make her a new door shorter as well as some transom windows above her door, so that she can have better access to the operating leavers for the doors. This will also make the door lighter for her to be able to use. With the transom windows she would still get the effect of the 10 door without all the weight. We would offer her that at a 40% discount on the new system.
  Option # 2 We can offer her a refund in the amount of $5,000 and allow her to keep the door in place until she finds another option to buy, and then once our system is removed, we can arrange to pick up from the property.
  Again, thank you for your time. My hope is that we get her a resolution so that she can be happy with her purchase.
  Sincerely,
  
  
  *******************
  Sr. VP of Sales and Marketing
  Panoramic Doors
  
  **************
  
  *******************************
  

• Initial Complaint

  Date:05/08/2023

  Type:Product 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.

  I thought I was purchasing a premium product from a reputable company. Unfortunately I was wrong. I purchased the 12-foot 4-panel "In Stock" White ***** doors on March 17, 2023 and paid $11,393.00 for the doors in full at the time I placed the order. Their website advertises that these "In Stock" doors ship within 2 days. They did not ship until March 24, 2023 and we finally received the doors over a week later. Our contractor promptly installed the doors in 2 days, but discovered that the 3rd panel was a 1/4" wider than the other 3 doors and bowed in the middle. We promptly submitted a claim with pictures but got virtually no help. Multiple calls to Panoramic Doors have been placed with no success to replace the panel. After no results, I contacted my credit card company and disputed the charge. Only then both my contractor and I received calls wanting to resolve the problem, but the so called resolution was to send someone out to confirm that the door was too wide and to have a technician to try to correct the door first. A technician was scheduled to come out on Saturday, April 22, 2023 but did not call or show. The the technician was again scheduled to come out on Saturday, April 29, 2023. Their tech did come out on the 29th, and as he walked in the door, from 30 feet away, he said the door was installed wrong. He went on to say that the doors were not level. I videoed the doors placing a level on the bottom on each door, showing that the doors were perfectly level. Then the tech said it's the track that's not level. I videoed the track showing it too was perfectly level. Then he said there was not enough clearance in the top opening, but we showed that the doors slide perfectly in the tracks. Then he said the opening was too tight, which our contractor also agreed, because the 3rd panel was bowed in the middle and it was a 1/4 inch wider than the other 3 panels. To date, still no replacement panel!

  

  Business Response

  Date: 06/08/2023

  To whom it may concern, 

  We have reached an agreement with ****************** and would like to consider this issue addressed. I have sent a notice to confirm with ****************** that we have made the situation right for him.

  -******

   

   

  Customer Answer

  Date: 06/08/2023

  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,
  
  ***************************