Complaints

This profile includes complaints for O'Toole Distribution, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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O'Toole Distribution, Inc. has 3 locations, listed below.

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• 

  O'Toole Distribution, Inc.

  9830 Mayland Dr Ste A Henrico, VA 23233-1456

  
• 

  O'Toole Distribution, Inc.

  2207 Station Rd N Chesterfld, VA 23234-5132

  
• 

  O'Toole Distribution, Inc.

  2001 Commonwealth Dr Charlottesvle, VA 22901-2383

  

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:03/27/2023

  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.

  1. Replacement of back door and transom - the wrong paint color was used and the wrong color color shoe molding installed. 2. Replacement window - this was miss aligned and wrong size molding used. The paint color is also wrong. 3. 2nd replacement window - never installed snd the siding was broken. The installation manager came to review the job 4 weeks ago and agreed with my issues. However, he nor anyone else at the company will respond to my calls. Because I used their promotional financing they have been paid in full.

  

  Business Response

  Date: 03/27/2023

  We are working on correcting the issues on this project. The colors were not a match and we will provide the new paint and materials to ensure the colors are correct. There are some pre-existing conditions we will need to work through. Our project manager will follow up and make sure we bring this to completion in the near future. We do regret the delays and will work hard to see this completed as soon as possible.

• Initial Complaint

  Date:10/17/2022

  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.

  We contacted Pella to replace some windows. The sales representative, ******************************, ************, measured the windows and took a deposit by check of $4839.00 on 1 February 2022. The contract specified payment of half at signing, the remainder at job completion. Instead of cashing the deposit check, our bank routing number was used to remove the entire cost of the windows of $9677.00 from our bank account. This was without our authorization and seemed odd at the time, but it was a national company so we figured we would just tell them at the time of the window installation that we had paid in full. After much delay, on 14 October 2022 a team showed up to install the windows. They told us the windows did not fit and departed. We do not know if they remeasured, or if there was even any intent to install windows. We have called Pella twice and left messages at ************, but we have not yet heard from them. We have since called our bank and are disputing the charge. The bank is sending us an unauthorized WSUD form to fill out, and we stopped Pella's ability to use our bank routing number. The order number on the contract is *********.

  

  Business Response

  Date: 10/26/2022

  Unfortunately, the windows that were ordered for this project came in the wrong size. While this is very uncommon, it does happen from time to time. We have reordered the windows and hope to have them in a much shorter timeframe than the original order. Our project manager has spoken with the customer, and she understands what the next steps are. 

  Thank you.

   

• Initial Complaint

  Date:10/06/2022

  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.

  4/1/2022: Contract with Pella Windows was approved and signed. The contract includes delivery and installation of 4 windows with "Full Screen, ****** ********* screens. 7/29/22: Windows installed without screens. Project manager contacted via cell phone (left voice mail and text message). Calls were not returned. 8/1/22: Sales consultant was emailed, requesting information on missing screens. Additional contact via email and telephone was made on 8/4/22, 9/23/22, and 9/30/22. Sales consultant was notified on 9/30/22 that a complaint was to be registered with BBB. Administrative assistant called immediately to schedule screen installation for 10/6/22 at 1pm. 10/6/22: no one from Pella Window and Door Showroom (O'Toole Distribution, Inc.) showed up.

  

  Business Response

  Date: 10/07/2022

  We regret that the screens took longer than the windows, however, we were able to install them yesterday (10/16) afternoon. I have spoken with our customer and she has stated that she's satisfied with the end result. We are working on improving our communication and delivery times and feel that progress is being made and will continue to be made in order to provide all of our customers the service and product that deserve.

• Initial Complaint

  Date:07/20/2022

  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.

  In November of 2021 my husband and I had Pella provide us with a quote on a front and back door for a home we just purchased. The doors were not sitting correctly and not shutting properly. The write up was quoted for boards to be replaced under the doors and new doors to be installed. The front door required a special order because of it's size and install was estimated for ****** Pella had the doors in March and install was scheduled. The backdoor was installed but the front door was came with a defect and had to be sent back. We were told that we would be put to the front of the line to have our door fixed or replaced and that we should have it installed by May. May comes and goes, no door. Phone calls were made with no response. I visited the office to talk to a manager and they are not available. Finally (end of May) someone returns our call and comes to the house because we are having issues with the install on the back door (it is no longer closing correctly). They say the front door is in and ready to be installed. They schedule for install on the 20th of July for the front door and repair for the back door. July 19 Pella receptionist calls to reschedule the install because project manager would like to be here and door is not ready? I inform the receptionist what I was told and said I would like to keep my install date and if there was a problem for the project manager to contact me. I did not receive a phone call from Pella. Date of install, July 20th. No phone call from Pella and they are a no show for the install. Pella's customer service is disgusting and there work is no better. It is 3 months shy from a year since we ordered our door and it is still not installed. To make things worse the door is completely paid for!

  

  Business Response

  Date: 07/28/2022

  We regret that our customer has gone through this experience. It's not the standard of performance we are striving to achieve. The door is in need of some adjustments and will be ready for installation in August. We will have our project manager reach out and work with our customer on a final resolution.

  Thank you.