Complaints
This profile includes complaints for Northwest Window & Door's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 2 total complaints in the last 3 years.
- 0 complaints closed in the last 12 months.
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Submit a ComplaintThe 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:09/28/2023
Type: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 contacted NW ***************************** to replace a window and install closet doors. I let them know what I wanted, which was basically straight replacement of a window and french door style closet doors. I signed a proposal of $4561.65 for these items, which had great detail about the window, but the closet doors just had the size of the closet opening and framing info. Then, I received a call the salesman notifying me that the proposal needs to change because they need to go with a different manufacture for the window. During that call he asked if we are going with bi-fold doors and I said no that I want french-door style of doors the kind that swing out. He said okay. When I received the new proposal, it had the updated information for the window and a change to the closet door area that mentioned "Bypass double door." When they came for installation, they installed the window just fine. I went to check on the progress of the closet doors and noticed they were putting in sliding doors. I told the installers that this is not what I asked for. They stopped their work and looked at the paperwork and said this is what "bypass double door" means. After several phone calls with the salesman, he then proposed another $1516.19 to put in the french-door style door. I have no problem paying money for the installers extra-work, but paying as if this is a whole new job is not right. I admit not knowing what "bypass double door" meant and could have asked, but it is not unreasonable to ask that they should have listened to my request. I am now paying over $1500 that I should have not had too in the first place. This very much feels like bait-and-switch. Attachment shows first proposal, adjusted proposal (after window manufacture change), and proposal for new job. Open to phone call to provide further detail.
Business Response
Date: 10/02/2023
Spoke to **** this morning and we have this issue resolvedCustomer Answer
Date: 10/02/2023
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.
Sincerely,
*******************Initial Complaint
Date:12/15/2022
Type: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.
Over the last 2 years (2020-2022) I have been replacing several windows on my home to the amount of $6,000, recently I was taken aback by the attitude of their Inside sales **** **** when over the phone (11/10/2022) and again in person on 12/9/2022 in a discussion on getting a refund for :1) A returned roll of glazing tape, never opened or used cost $18.00 Plus 8.9% sales tax .2) A bookkeeping error of $23.84 plus 8.9% sales tax in being over charged for several identical sized pieces of glass. I was was told on 12/9/2022 by **** that their full time book keeper was on maturity leave, and would not be back until 3/2023 and that I may have to wait till then to get my refund total of $45.56. She then used as an excuse that their warehouse manager ***, had given me several glass setting blocks(1 inch wide by 2 inches long and 1/4 inch thick rubber square), which amount to 30 rubber blocks at a cost of .05 cents each or $1.50 total, and that I should forget about a refund due to this exchange of free goods (assuming i had not paid for the glazing tape). And I actually brought hard copies of my invoices with me on 12/09/22, (showing I had) and had her make copies and she replied she would look into it. Well its been a week since my in person conversation with ****, and over a month since my over the phone conversation on this matter with her. And no communication what so ever has occurred, so I am going to file this complaint .Customer Answer
Date: 12/16/2022
Greetings, the desired outcome from the business, has occurred thank you for your help. BBB compliant # ********.
Best Regards,
*******************Business Response
Date: 12/27/2022
Although our policy clearly states that ALL sales are final and there are no returns, we have refunded this customer, see attached documentation. This is the second frivolous, slanderous and unjustified claim this customer has made to the ********************. ****, my inside sales person is without a doubt the nicest, kindest, soft spoken and timid person I know, she doesn't know how to be rude or have a bad attitude so I know this is story ************** has fabricated in his mind is untrue. Due to ****************** actions, we will no longer be doing any future business with him.
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