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:12/30/2024

  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.

  We had Windows, Doors, & More come to our home for a window quote, free per their advertising. After the quote we decided to go ahead with our order, gave them our deposit of $1,928, and had them come for a final window count and measure. The salesman and 2nd ********* who came to our house to measure both told us that we could cancel anytime as long as the windows weren't ordered. After the windows were measured, we were planning to have all windows and our patio door replaced in our home with Windows, Doors, & More but soon received an email from the salesman asking us to give him a final count of our windows because they showed 2 different numbers and couldn't say how many windows we needed. Feeling it was unprofessional and that they didn't seem to know what they were doing with just the count and measuring process we didn't feel confident giving them $20,000 to complete the job. We asked the salesman for our deposit back because we weren't going to go ahead with the job. He gave us the run around for a while, refused, then deferred us to the manager who is actually the owner, though he didn't introduce himself that way, ***** ******. He also gave us the run around, making my husband call multiple times to try and speak with him then he also refused. He told us we could go ahead with the job or forfeit our $1,928 deposit. I can't imagine what the final job would have looked like when it's very obvious they don't do very thorough work, I hope others learn the nature in which they do business and think twice before giving them any money.

  

  Business Response

  Date: 01/17/2025

  Hi ****,
  
  Thank you for choosing Windows Doors & More for your window project. We pride ourselves on free estimates and no high-pressure sales. We have a policy that goes for everyone at our local business, Treat everyone how you want to be treated.
  

  Windows Doors & More has been in business for 42 years, with nearly ****** satisfied customers. While were human and make mistakes, we strive to go above and beyond to satisfy customers. After a thorough investigation and review, we found that our Exterior Representative was extremely fair and professional in the sales process. We also found that the installer, who measured your windows, conducted himself in a worthy manner. Despite a minor miscommunication regarding your project, it was clear that all parties communicated well, and promptly, to resolve the matter and move forward with your project. Once arriving to this point, it was determined that you desired a different product altogether and wanted to cancel the order.
  

  We still desire to do your project, and are willing to continue going above and beyond to ensure your satisfaction. Dont hesitate to reach out and let us know how else we can do so. Thank you very much.
  
  

  
  

  Customer Answer

  Date: 01/17/2025

   I am rejecting this response because:  This does not even touch on the issue.  We never said that anyone was unprofessional, unfair, or behaved in an unworthy manner.  What we did say was that WD&M cannot accurately count windows for a project we needed completed and then instead of seeing THEIR error and fixing the error they pushed the responsibility to us to correct, providing the final count of windows. Per the email from **** which we provided with our original complaint, we were to correct their error:

  If they can't even stand behind their salesman and exterior representatives work, how will they stand behind the contractor who installs the windows?  The manufacturer of the windows if we have issues?  This email did not leave us feeling confident in their ability to complete a very expensive (to us) project from start to finish.   We do not want another product; have never asked for another product and have been very clear about our need for windows which we still have today.  But since our request for our deposit back they have behaved in unprofessional, unfair, and an unworthy manner.  We called them again at the end of December and were told the owner was on vacation. We were told "it's up to him if he wants to do anything for you" but that he would let us know.  We did not receive a call back from anyone at WD&M so we emailed the group again on 1/15, ***** ****** included, asking for an update and as of 1/17 when we got their response via BBB we have NOT received a response to that email.  If they in fact "We still desire to do you project, and are willing to continue going above and beyond to ensure your satisfaction.  Don't hesitate to reach out and let us know how else we can do so." why have they not responded to us?  It doesn't feel like they wish to do business with us, it feels like they have taken our deposit of $1928 and went about their business and that deposit is a lot of money to our family and I would imagine most families.

  

  Business Response

  Date: 01/22/2025

  Hi ****, 

   

  We appreciate your follow-up regarding this matter. Based on our internal and thorough investigation, and the multiple phone conversations weve had with you, we have decided to move forward in the same direction. We are happy to apply your deposit to your current project, or another project of your choosing. Please let us know how you would like to proceed forward. Thank you so much, and we look forward to hearing from you. 

  Customer Answer

  Date: 01/27/2025

   I am rejecting this response because: There was no good faith effort to resolve this dispute.  The business was unresponsive to our emails and phone calls, only responding to us when we filed a complaint with the BBB.  It's unfortunate that an organization would choose to do business in this manner, financially harming hard working families.
  
  
  

  

  Business Response

  Date: 01/27/2025

  Hi ****, 

   

  Thank you for reaching out. We are still awaiting to hear from you regarding our original offer. We are happy to apply your deposit towards your original job, or another project of your choosing. After multiple conversations with you and our team, we find this to be a very reasonable resolution. 

   

  Thank you, and we look forward to hearing from you.