Complaints

This profile includes complaints for Steves and Sons's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Steves and Sons

  1470 Centennial blvd San Antonio, TX 78211

  
• 

  Steves and Sons

  203 Humble San Antonio, TX 78225

  

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:06/09/2025

  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.

  I am filing this complaint regarding a recent experience with the manufacturer of a glass door I purchased through **********. The product is under warranty, but their warranty department is refusing to acknowledge the clear signs of a pre-existing defect and is denying coverage based solely on a puncture that occurred after the glass had already failed structurally.Last week, I came home and found that the interior glass panel on the door felt extremely soft to the touch, which was immediately concerning. This was highly unusual for tempered safety glass, which is designed to resist impact and remain rigid. When I gently tapped the panel to test its integrity, it instantly fracturedproducing a hole and circular stress patterns around the area. I want to emphasize that the glass was already compromised before any contact was made.There were visible stress marks and signs of internal failure across the entire panel, not just where the puncture appeared. I documented the damage thoroughly and taped the panel to prevent collapse. Despite providing this context and photo evidence, the manufacturer has refused to consider the larger signs of product failure, and is focusing only on the hole that formed when I tested the already-faulty glass.This is not an impact-related issuethis is a failure of the glass itself, likely due to manufacturing stress, a flaw in the tempering process, or internal weakening. Tempered door glass does not break from light contact unless it has already been weakened. The manufacturers refusal to investigate beyond the surface-level puncture is unfair and dismissive of the full situation.I am requesting the Better Business Bureaus assistance in holding the company accountable to their warranty obligations and in ensuring that consumers are not left to bear the burden of defective safety materials that fail under normal, everyday conditions.I would be happy to provide photos, purchase information, and communication records as needed.

  

  Business Response

  Date: 06/09/2025

  Hi  *****, it appears this was delayed inquiry to us by the BBB. Since we have already communicated with acknowledgement for an exception to send a replacement slab which is going into production, we will consider this matter closed. If there s any further questions which you may reach out to ***** who is facilitating the resolve of your claim and replacement slab.  Thank you for being a Steves and Sons customer.

  Customer Answer

  Date: 06/09/2025

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

• Initial Complaint

  Date:10/09/2024

  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.

  Purchased a Steves *********** entry door through our local ********** and it was delivered 7/31/24 and was kept in original packaging until install. Upon install found that the door is warp or cut wrong as it gaps bad on the sides. My husband submitted a warranty claim which the website says someone works get back with us in 48 hours. Its now been a week and have heard nothing. Weve contacted ********** as well but they said Steves is not responding to them either! We want a replacement door or a full refund plus compensation for our time and inconvenience.

  

  Business Response

  Date: 10/09/2024

  Hello Gilbert, our first notification regarding your claim was submitted on 10-7-2024 by the Home depot store where you made the purchase as we received no communication prior to this. The claims analyst handling your claim has also been in touch with the store as well. As today is October 9th 2024, this is within the 48 hour response time. You will receive a communication today as to the disposition of your claim.

  Customer Answer

  Date: 10/09/2024

  Complaint: 22398939
  
  
  
  I am rejecting this response because:
  
  It’s not resolving issue due to the fact that the door is misaligned as the top of the door is 36” and the bottom is 36.25”. They informed my husband he hadn’t completely installed the door. Thou the door frame provided by Steve’s  was installed per included installation instructions.  The insulted us by sending a video for install implying we can’t read or something!. My husband is a professional builder and has installed thousands of doors. What is the sense if installed a door with a manufacturing defects!

  
  
  Regards,
  
  
  
  Melanie Morrow

  

  Business Response

  Date: 10/10/2024

  Hello Melanie, we do have processes that we adhere to when evaluating a claim. Warranty submissions are evaluated for completely installed doors to spec as instructed by Steves and Sons. Sending you the installation instructions was to insure you had the proper information available. When the claim was submitted the install was not complete and the information given did not illustrate any errors regarding the products assembly. Mr  Morrow just recently presented new information regarding the claim so we are sending a tech to inspect the unit and installation site. Once we have the report, we will review and advise you of the status of your claim.

   

  Thank you for your patience.

  Customer Answer

  Date: 10/14/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22398939, and find that this resolution is satisfactory to me. As long as they send someone out in a timely matter to get issue resolved.
  
  
  
  Regards,
  
  
  
  Melanie Morrow

• Initial Complaint

  Date:11/27/2023

  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.

  Special order, from ********** buying an ************** door. I ordered an entire door of "solid Mahogany wood", plus "straight" moldings like the pic on the website. It came build in "poplar w/very thin sheet of Mahogany" on top plus Poplar "curve" moldings in between the sidelites. It's called false advertisement! This was a special order and the manufacturer did not respect my request. ************** denied the return of the door, and ********** offered me $300 to cover the mistake.These companies are not responsible or respects customers.The door was stained by me and it looks, of course, of different colors because the variation and porosities of two kinds of *****.Very disappointed and frustrated! I'm requesting a new door build totally in Mahogany wood (slabs and trims), or at least a good reasonable credit for the incorrect order received, and lost of time to try to get an agreement with ************** and ********** about this situation.********** order#H2676-369141 Order date: 10/23/23. Attached you will find the documents for this order. (last tree pictures are from HD web- Note the difference between that door and the one I received. I also have emails between parties in the case you request them for your reference in this case. I could not attached them because of the size. Thank you.

  

  Business Response

  Date: 01/03/2024

  Hello *****, To summarize, The Steves and Sons unit is a Mahogany door slab with a veneer that is prehung in a frame. The other components are not advertised as mahogany nor is there a statement about the unit being solid Mahogany. Such doors are not standard in manufacturing because of the cost it would entail to produce such a unit. This item cannot be altered and is not available for special requests including glass features. We did see the the glass  discrepancy on the design. Be advised the unit was not available in beveled glass and is no longer available as Steves and Sons is no longer vending exterior wood doors as qty's of product are exhausted. We understand you wish to receive a refund. The unit will need to be returned to store if it has not already before any processing can begin. We will notify the store to send the the needed documentation to credit them in full so they may in turn refund  the purchase of customer Arbiza notated on purchase order purchase through their process and system. Because there system is independent of ours we cannot offer you updates you will need to consult with your point of purchase. We will now consider this matter resolved and closed.

  Customer Answer

  Date: 01/05/2024

  Complaint: 20911937
  
  I am rejecting this response because:
  This door was a custom order. I went in person to order it and specifically requested beveled glass, which was an option for the form to fill out (attached at the beginning of this claim). I also specifically requested that the piece of wood between the main door and the sidelights be made of the same wood, mahogany, as the rest of the door, and also, based on the model I received previously, that they be straight, without any moldings. The person who helped me order the door at *********** ********** (sales department) called Steves & Sons twice to confirm that this would be shipped according to the order. He called me the Wednesday following the order date to make sure that all the details of my door would be like this. When I wanted to return it, Steves & Sons and also ********** denied the return because according to them the door had been ordered customized and in these cases they don't accept returns on custom orders. After the door was stained and installed, because I did not have another option but to install it since they did not accept the return, do they tell me that I CAN return it? This is not good business ethics or good customer service. This purchase was a nightmare, going back and forth with both stores for weeks with nothing resolved.This is not fair to me as a customer, and I must say that I would not waste my valuable time filing a claim if what I say was not true. The veracity of my answer is confirmed in the evidence that was previously attached in this claim In this case, as I said at the beginning of this claim, I think it is fair to claim a partial refund of at least 50% because obviously I am right and the Photos and the ********** order form of the door confirm it. This case is not closed for me until I get a fair refund for sending me a completely different door than the one I ordered and expected. Thank you. 

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

• Initial Complaint

  Date:09/07/2023

  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.

  Door was purchased from ********** and installed 12/2022. Door was installed and painted according to directions. Door began deteriorating under the paint in less than 6 months. Called manufacturer and they are telling me they will not cover it under warranty due to not being painted.Individual who came out to inspect the door saw the paint and took pictures of it. Two coats were applied to the door and frame. Don't buy from this distributor, they don't honor their warranty and make a frankly horrible product.

  

  Business Response

  Date: 09/08/2023

  Hello ******, we understand your inquiry however; the unit was ordered unfinished as illustrated in the attached photo copy of your order for Purchase order 82555121  Because of this fact, it is the responsibility of purchaser/owner to effectively finish and ********* correctly and as such, we cannot warranty the finish on our product that was not done by the factory. The unit may have been painted but, it was not maintenanced or sealed correctly as its surface has been compromised allowing penetration of elements and has caused deterioration. This is evident from the photos submitted.
  
  At this juncture, we cannot validate your claim.
  
  

  Customer Answer

  Date: 09/08/2023

  Complaint: 20566223
  
  I am rejecting this response because: the documentation included does not indicate that the product is unfinished. The product was purchased based on warranty and the warranty uses language that effectively removes any responsibility from the company, Steves and Sons. Furthermore, the product was handled in accordance with provided directions and follows warranty guidelines, it is unclear why this is not covered under warranty.

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

  

  Business Response

  Date: 09/08/2023

  Hello ****** allow to address your objections.
  
  *I am rejecting this response because: the documentation included does not indicate that the product is unfinished.  
  
  Answer:The order would need to indicate a color or stain if it was prefinished- It does not
  
  Your order attached has an internet #********* These are assigned to specific product and is listed on the page you purchased the product from on home depot.com jpeg attached. The unit description specifically says"
  
  "White Primed Steel Patio Door"  The key word here is primed denoting unfinished. In your communication attached, you stated you finished the unit.If you are reversing your statement because your contention is the unit was factory finished which it is not. then it was left primed
  
  *The product was purchased based on warranty and the warranty uses language that effectively removes any responsibility from the company, Steves and Sons.
  
  Answer: Our products are warranted but, there are parameters. These were available for reviewing prior to purchase on the same internet page door was ordered from.
  
  *Furthermore, the product was handled in accordance with provided directions and follows warranty guidelines, it is unclear why this is not covered under warranty
  
  . Answer: Let us clarify and reiterate.  There is deterioration because of moisture penetration causing mold. When the unit is properly finished it creates a barrier so moisture cannot penetrate. From the information and photos submitted either the unit was not finished or it was finished incorrectly. Steves and Sons cannot warrant an unfinished exterior door or a defectively finished door by a 3rd party. In conclusion we reviewed all prior information submitted as well as the documents and jpegs attached and we cannot validate your claim.
  
  Sincerely,
  
  ******************************* - Steves and Sons National warranty manager.

  Customer Answer

  Date: 09/12/2023

  Complaint: 20566223
  
  I am rejecting this response because:

  You can see the paint in the photos as it was painted prior to this entire situation - why is the stance that it is not painted when over and over again you can see it is. This was also communicated with your hired inspector (conflict of interest since you pay them directly) inspector. You can see from the pictures attached in this original request as well as the pictures I sent you originally that paint is applied.

  The news of mold is new to me, where did this come from?

  Finally, your warranty is misleading if it doesn't cover this door from purchase. Can you confirm that given the product that I purchased is simply not under any warranty? This is concerning to me as, again, it's part of why I purchased your product to begin with.

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

• Initial Complaint

  Date:05/30/2023

  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.

  3/18/23 at **********#****. Amount $1897 Order door and schedule installation. Door: Reliant, mini blind, fiberglass.Dispute: when it rains, door leaks badly at base of dog door insert. Previous door did not leak. No leaks from installation. Appears to be factory assembly problem. ********** states it is not their problem.The door is under warranty. The leak is from rain, not rising water. Requested resolution: repair or replacement. If replaced, cover the cost of installation

  

  Business Response

  Date: 06/01/2023

  Hello ******, claims should be directed to ************************************** We have checked our records and it does not appear we received any communication on this inquiry or claim submitted that we can document.. We cannot respond to this until he have had the opportunity to evaluate the claim. From the information Submitted to Better Business Bureau we were able to locate your order however; we require more information. I have sent  instructions to the email ******************* this morning at 9:25 am central standard time. Please forward the requested information. Please respond to me directly.

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

• Initial Complaint

  Date:03/27/2023

  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 purchased a front entry door in Jamuary 2023 for ~$2300.00.After we installed the door we found the door sagged on one corner and the door wasnt square. There was a large reveal on the lock side which creates an issue with the door closing/latching property. My husband adjusted as best he could to get the door to work properly. We also found the small speakeasy window gets severe condensation to the point water drips down the back of the door unit. We had the door pulled and re-installed by another contractor and he was able to correct the sagging issue however the reveals were not changed and the latching is still an issue. He spent 10 hours trying to adjust this door. The problem is the door frame is not square and it never was. We had a second window and door expert advise the **** post was bowed more than likely because the 2 sides of the door frame were constructed higher than the horizontal top portion of the frame which pushes down onto the **** post. Steves response was to blame the original install and refuses to honor their warranty. Installation doesnt affect how square a door frame is or cause a window to leak.

  

  Business Response

  Date: 04/06/2023

  Hello *****, we received a claim from you and we responded and sent tech out to inspect. From the results it was discovered the unit was installed incorrectly.(report attached) We denied claim after which the same technician sent to your residence to inspect, you contracted privately to correct the issues which we have been in contact with and to our knowledge he did. None of your claims are supported as there is no information submitted post corrective install and we again denied your claim. You then disputed and brought up issues which we previously addressed with you. At this juncture, we have offered to go back out and address all current claims with a further inspection post corrective installation. This is currently in progress and until we have the results of this, we cannot make a final determination on your current claims and whether if necessary they are addressed onsite.

  Customer Answer

  Date: 04/13/2023

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

• Initial Complaint

  Date:07/25/2022

  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 purchased a door from ********** and the glass on the door was not placed in properly by the company. I called the company and it was determined to be defective. I was advised that one would be sent to me and it would be installed just the glass portion. I received the glass portion but no one has come by to install it and it has been nearly 3 months I have called and left messages. I would also like to add that it is triple digit weather and I fear it may fall out the defect.

  

  Business Response

  Date: 07/25/2022

   

  Hello ******, I have looked into this. We did send the insert and my understanding is at some point you were out of town. There may have been missed communication. We do understand your concern and apologize for the inconvenience. Going forward, our Rep. reached out to you by calling ************ at approximately 10:30am today to schedule appointment. A message was left from phone # ************ you may call back the techs #to schedule appointment. If he does not here from you today he will try again tomorrow.

   

  At this juncture, That is the resolve we are offering.

   

  Sincerely, 

   

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

  National Warranty Manager

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

  office *********************

   

  Customer Answer

  Date: 07/29/2022

  Complaint: 17600414
  
  I am rejecting this response because:

  I am sending pictures of the repaired door.  I am having to remove glue from around the door.
  
  Regards,
  
  ****************************

  

  Business Response

  Date: 07/29/2022

  Hello ***********, we spoke on the phone on 7-28-22 We were made aware by you that some cleaning/ trimming residual had to be done. I asked if there was anything else we could do for you and offered to send rep back out but,  you said no that you could take care of it. I inquired to our rep who replaced insert on your door.

  This was residual left on the actual door slab from old insert that the new insert did not cover. This needed to be cleaned off and our rep offered to complete this for you but, he informed us that this was  declined. 

  This is a minimal issue and does not affect the performance of the door. We understand if you changed your mind about removing this adhesion from the door and we can send the rep to complete it as he

  had offered at Jobsite and of course we will be getting the ***** ********** gift card we offered in the mail to you.

   

  Sincerely,

   

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

  National Warranty Manager

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

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

   

  Customer Answer

  Date: 08/01/2022

  Complaint: 17600414
  
  I am rejecting this response because:  the rep was in a car accident before he arrived and this was an issue he installed it upside down and had to reinstall it.  I offered to clean it up because he seemed discombobulated from the accident I am simply asking for compensation for my time and money spent to remove it.
  
  Regards,
  
  ****************************

  Customer Answer

  Date: 09/06/2022

  Complaint: 17600414
  
  I am rejecting this response because:

  I purchased a door and the glass plate was glued incorrectly. I called ware t it was replaced but then it started leaking and they then relocated the door. When it arrived the installer asked for something to clean it with I gave him an all purpose cleaner then dishwashing liquid. He installed the door I later. Priced the door was fifltby and had marks all over it. I could not call on Labor Day. So I called on today. Only to be told by ***** that the door was going to attract dirt it needed to be painted and also that it had to be painted with in 30 days to keep the warranty in tact. The original door never was this dirty it was negligence due to the installation. I refuse to keep a door that is dirty.
  
  Regards,
  
  ****************************

  

  Business Response

  Date: 09/07/2022

  Hello ****** as we spoke on the phone, this is a primed door and it does need to be finished/painted. A primer is a preparatory coating put on materials before painting. Priming ensures better adhesion of paint to the surface, increases paint durability, and provides additional protection for the material being painted. However; dusts and dirt can adhere to it if exposed but can be washed off.
  The reps installed your replacement slab and to resolve your request about the marks on door went to ********** purchased solvent to cleaned the door. When they left the door was clean as can be seen by the site photos attached.
  
  ****** to date we have continued to address your concerns including replacing the slab and sending a ***** gift card. We do apologize for the inconvenience but, we feel we have resolved the issue, compensated you and we have fulfilled the warranty at this juncture.
  
  Sincerely,
  
  *******************************
  National Warranty Manager

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

  Customer Answer

  Date: 09/07/2022

  Complaint: 17600414
  
  I am rejecting this response because: those are not my hand prints at the top of the door.  As in the picture taken and also it was brought to my house dirty as you have stated that they attempted to clean it which was not successful.  I do jot accept that fact that the. Door was brought in a less then new condition.  I want my money refunded for the door and all the issues and inconvenience.  There is no excuse to for the issues that I have experienced.  The previous door had not issues with dirt or dust see prior pictures.  I am holding the warranty that is issued with the door for five years and it has been less then 7 months. 
  
  Regards,
  
  ****************************