Complaints

• Initial Complaint

  11/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 9/20/24 we placed an order for ***lacement windows, along with a new door, and was told that we should have the order in less than 6 weeks. We were told that an estimate of 6 weeks is the worse case scenario and that the orders are typically received much faster than 6 weeks. It has been 2 months tomorrow, 11/15/24 since we placed our order. We paid $2,820.00 down on the order. I have called numerous times and left messages for the sales *** who sold us the windows to contact me with updates and he has only returned one of my phone calls over the course of 2 months. At one point I asked the lady that answered the phone if we could just cancel our order and take our business elsewhere. She stated that we only had 3 days to cancel after placing the order. No where on my paperwork does it state that policy. Several times when I have attempted to contact the business I have received a message stating that the voicemail is full and unable to accept messages. This is the message on the establishment number of ************. Ive even emailed the business at ********************************* and had no response. The only information I have been given is that the order is ready to be shipped but they have no idea when the ship date will be. They have stated that they should have made themselves more clear about how long the order could take prior to the sale. Obviously they should have. We are highly displeased and I could not in good conscious recommend McDaniel Window and Door to anyone.

  

  Business response

  11/14/2024

  This is entirely false and completely fabricated. We will provide phone records showing where we have spoken with this individual over 10 times via our office telephone over the course of the past 2 weeks. We spoke to this customer THREE TIMES YESTERDAY (Wednesday 11/13/2024) on the telephone. Multiple employees spoke with this individual with one call lasting over ********************************************************************************************************* from the manufacturer. This individual has been extremely impatient and unreasonable to deal with and has been purposely difficult and refused to comprehend the process and timeframe of their order after having it explained numerous times. This individual could very easily be deemed to be harassing our office staff with as many telephone calls that have been placed to our office and the amount of conversations that have been had. Due to the flagrant lies this individual is attempting to present to the BBB and the harassment our office staff has received we will be cancelling the order immediately and refunding the very small deposit paid. We have no desire to provide any goods or services to any individual who behaves in this manner. 

  Customer response

  11/15/2024

  McDaniel Window and Door contacted me by phone after receiving my complaint that I filed with the BBB. The McDaniel representative stated they are canceling my order and they will be sending me a certified check for the amount I initially paid down on my order on 9/20/24. If I have the option available to update the BBB once I receive my certified check from McDaniel I will do so.  The McDaniel representative did not address my BBB request to refund a partial amount of my money and complete the agreement of installing my windows and door once they arrive. They were very abrupt and to the point that they had received my BBB complaint and they were canceling my order and refunding my deposit. Im happy that the BBB stepped in on my behalf. Im still highly disappointed in McDaniel Window and Door because they did not fulfill our original agreement. I can never recommend their services but I can highly recommend the BBB to look out for the interest of the consumer. Thank you so much. 

  Customer response

  11/18/2024

   
  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.

  McDaniel Window and Door contacted me by phone after receiving my complaint that I filed with the BBB. The McDaniel representative stated they are canceling my order and they will be sending me a certified check for the amount I initially paid down on my order on 9/20/24. If I have the option available to update the BBB once I receive my certified check from McDaniel I will do so.  The McDaniel representative did not address my BBB request to refund a partial amount of my money and complete the agreement of installing my windows and door once they arrive. They were very abrupt and to the point that they had received my BBB complaint and they were canceling my order and refunding my deposit. Im happy that the BBB stepped in on my behalf. Im still highly disappointed in McDaniel Window and Door because they did not fulfill our original agreement. I can never recommend their services but I can highly recommend the BBB to look out for the interest of the consumer. Thank you so much.

   
  
  Sincerely,
  
  ***** *********

  Customer response

  11/18/2024

  I have been more than patient in dealing with McDaniel Window and Door. Obviously we were given incorrect information from the beginning regarding the length of time our order would take. Its been over 2 months since we ordered windows. In regard to my numerous phone calls, they are correct that I have made several phone calls to no avail and I have left numerous messages with only a couple of responses which provided no substantial information regarding our order. I have also emailed the business as well, with no response. There have been numerous phone calls which resulted in being told that their voicemail was unable to accept messages because it was full. In regard to my deposit, in my opinion, $2,820.00 is not a small amount, as they referred.  I was contacted on Thursday, November 14th, and told that my order was being canceled and my deposit would be mailed to me. Today is November 18th and I do not see in my **** Informed Delivery that my deposit is in the mail. Hopefully it will be received by me this week. I have recently been told that this business is no longer in the hands of the original owners and that there was a time when this was a well respected business but unfortunately it doesnt seem to be the case any longer, I am sad to say. 

  

  Business response

  11/19/2024

  A refund check of the deposit of $2,820.00 has been processed and mailed via **** Certified Mail (Tracking Number 7020 2450 0002 1086 0669) to the address provided by the customer.

• Initial Complaint

  08/22/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I ordered windows and doors and paid a deposit on Feb 2024. I was told the windows would take 1-2 months for manufacture and delivery. In June, I was told the windows had arrived but not the doors. In July is was told neither the windows or doors had arrived. They falsely claim they told me it would be ***** weeks for manufacture and delivery. I asked several times to be called and updated on expected delivery and never received any info. I asked for the manager/owner to call and received no call. It has been approximately 28 weeks since I gave them a deposit and have received no windows and no updates. I called three times to have my order cancelled and deposit refunded and they refuse to call me back. In total, I have called them more than a dozen times and never receive info and never receive a call back. I would like my money refunded.

  

  Business response

  08/22/2024

  We do acknowledge that the windows on the order have taken longer than initially expected to be produced by the manufacturer. 20 weeks has historically been an accurate lead time for this type of product. We feel confident that we explain and discuss this during the quoting process and ordering process as the contract does not contain any official delivery dates. The two door units on this order have been received and have been ready for install for quite some time. **************** was offered an installation date from our company to come out and install the two door units approximately 10 weeks ago. This offer was declined and it was made clear to us that they wanted to wait until the window units were received so that the installation of all materials could happen at the same time. We have pursued the manufacturer and made a tremendous effort to single out this particular order and have it shipped to us as quickly as it is possible with an  expected delivery date on or about Friday 9/6 - which is 11 business days from today. We have the ability and open schedule available to install the order in the immediate days after receiving the products- based on the customers availability. We see that this installation and order can be completed in roughly 15 business days from today and would ask that the customer acknowledge the contract and allow our company to fulfill the contract in full based on this timeframe. 

  

  Business response

  08/22/2024

  We do acknowledge that the windows on the order have taken longer than initially expected to be produced by the manufacturer. 20 weeks has historically been an accurate lead time for this type of product. We feel confident that we explain and discuss this during the quoting process and ordering process as the contract does not contain any official delivery dates. The two door units on this order have been received and have been ready for install for quite some time. **************** was offered an installation date from our company to come out and install the two door units approximately 10 weeks ago. This offer was declined and it was made clear to us that they wanted to wait until the window units were received so that the installation of all materials could happen at the same time. We have pursued the manufacturer and made a tremendous effort to single out this particular order and have it shipped to us as quickly as it is possible with an  expected delivery date on or about Friday 9/6 - which is 11 business days from today. We have the ability and open schedule available to install the order in the immediate days after receiving the products- based on the customers availability. We see that this installation and order can be completed in roughly 15 business days from today and would ask that the customer acknowledge the contract and allow our company to fulfill the contract in full based on this timeframe. 

  The owner has approved a $1,000.00 discount to be issued to the customer on the balance owed. We apologize we failed to mention that in the response. Thank You

  Customer response

  08/22/2024

   
  Complaint: 22174941
  
  I am willing to accept this response with conditions.  With the discount of $1000, I am willing to give them additional time to fulfill the order.  However I question the trustworthiness of the date that they have provided as I have contacted them numerous times to get a date, and have thus far not received a response.  When I requested my order cancelled, I did not receive a response.  When I had previously stated that I would contact BBB, I did not receive a response.  Therefore, I request that if installation is not completed by Sept 17, 2024, they agree to cancel my order and refund all deposits.
  
  Sincerely,
  
  *********************

  

  Business response

  09/06/2024

  We would like to contact **************** directly to discuss a possible installation date around the 17th. We are wanting to do everything we can to move and create an opening as early as possible for ******************** installation to be completed. We have some available dates and would like to to present those to him in real time so that we could move to a different date if what we have available isn't doable for them. 

  Customer response

  09/09/2024

  Send this tomorrow after 9/6 has passed:
  I would like to follow up on case number ********, we agreed that we would accept the offer made by McDaniel door provided they would agree to complete installation by 9/17.  I have not received any information as to if they agreed to these terms.  They stated in their original response that the windows would be received by 9/6, but have not contacted us regarding receipt.  This was my initial concern to their original response, that they gave a date that the windows would be received in an effort to close the case and then give me the run around again as they further delay installation.
  

  Customer response

  09/10/2024

   
  Complaint: 22174941
  
  I am rejecting this response because:

  I would like resolution to be tracked on this website, I believe their first response date of 9/6 was an attempt to get this complaint closed without resolution and this is another attempt to get this complaint closed without resolution.  I can support install on 9/16 and 9/17, I can also support 9/24 and 9/25. Im offering a date later than what I requested in the previous resolution as a good faith effort to resolve this dispute. If this finally date can not be met then I see no reason to further negotiate a resolution other than full reimbursement.
  
  Sincerely,
  
  *********************

  

  Business response

  09/16/2024

  We were attempting to discuss directly the scheduling due to the fact that the effects on the weather from last weeks hurricane has caused many service interruptions and has forced our business to alter and readjust a lot of scheduled work. We are 100% committed to resolving this and are perfectly acceptable to this being negotiated with the help of the BBB. We are appreciative of the offered dates and are very hopeful that due to the hurricane weather you could agree to allowing us only 1 additional week and scheduling the full installation on 10/1 & 10/2. This date is something we can and will commit 100% to and give our full guarantee to you the customer and to the ******************** that we will complete the install and fulfill the order on that date. 

  Customer response

  09/16/2024

   
  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,
  
  *********************

  

  Business response

  10/15/2024

  The refund has been issued to the customer via check using certified mail with **** tracking number ********************. This shows that at least one delivery attempt has already been made- if not multiple. Per our original agreement- if the windows could not be installed on the agreed upon date then our company would issue a full refund of the deposit. We do not see any grounds for a new/additional conversation where additional amounts are created to be "refunded". We continue to remain apologetic for the letdown in the arrival time of the windows from the manufacturer and subsequent installation. We would ask for the customer to please engage with the **** to ensure receipt of the refund check. 

  Customer response

  10/21/2024

   
  Complaint: 22174941
  
  I am rejecting this response because: the check received was not the requested amount.  When we attempted to cash the check as a partial payment, at the bank used by McDaniel Window and Door, we were told that the account had insufficient funds.  We contacted McDaniel Window and Door and gave them yet another opportunity to resolve this situation, they declined to respond.  It has become obvious to us that McDaniel Window and Door has not been honest and trustworthy in their communications and actions with both us and the BBB. Based on their actions, we feel that this matter is beyond the abilities of the BBB to resolve.  We will be contacting a lawyer to pursue this further as well as the District Attorneys office to report this as consumer fraud and Post Master General to report this as mail fraud.   
  
  Sincerely,
  
  **** ******

  

  Business response

  11/07/2024

                We find it very troubling but also not surprising that the customer did not notify the ******************** of the completion of the arrangement to allow cancellation of the order and the reimbursement of the deposit that was paid. As of 3:40pm, Friday October 25th, 2024 we see this complaint as resolved. We met in person with Mr. ****** Friday October 25, 2024 at 3:30pm at a location of his choosing- ***************************** in ******,******* and hand delivered his refunded deposit of $8,200.00 in cash. I personally met Mr. ****** at the bank branch and- at his request- accompanied him to the teller at the counter and went through the process of him confirming with the bank employee the amount of $8,200.00 was correct and officially depositing the money into the bank with a receipt being produced.
  
  I cannot comment on the additional amounts that have been calculated by Mr. ****** that he has created using various formulas and amounts. Mr. ****** paid the mandatory deposit in order to place the order after signing a contact and that amount was $8,200.00. This same amount of $8,200.00 was refunded to Mr. ****** in full today, in cash, and in person.
  
  Due to extenuating circumstances and significant issues with our vendor/manufacturer we agreed to allow Mr. ****** to cancel the order that was placed with our company with a signed contract. I have since personally communicated with ********* on multiple occasions to arrange an in-person meeting to exchange the deposit in cash. Mr. ****** initially agreed to an in-person meeting and subsequently canceled on the same day. Then, Mr. ****** reached back out that he would agree to the exchange. We then communicated back and forth numerous times attempting to arrange a time that would work to meet in person. This took several days to nail down since we are in ********, ******* and Mr. ****** was requesting to meet in ******, *******- which is about a 1 hour and 10 minute drive from our ******** office. We were able to commit to a day and time and make the exchange- which occurred October 25th. I cannot comment on the reasoning on why the initial refund check was not processed. We have reached out to our bank for more information on this is and have not been given an official response.
  
  We will be mailing documentation to Mr. ****** showing a cancelled order invoice with a balance of zero along with the information of the deposit being refunded in cash. This will be mailed to mailing address we have on file for the customer.Again, we see this as completely resolved and would respectfully ask that the complaint be closed.
  
  
  

• Initial Complaint

  07/08/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I have call 10 time and will not call me back about my order ate answer any questions all thay say we will call you back and no call back

  

  Business response

  07/18/2024

  Our company has spoken directly with the customer over the telephone and discussed the timeframe of the special order window units that have been on order. We have updated the customer with the most recent information available from the manufacturer of the window units as well as the time frame of receiving those window units. We have acknowledged that there has been a delay with the units and have offered a discount on the order to the customer as a concession for the longer than expected lead time. The original order was placed as a customer 'pick up' and as another concession for the lengthy lead time our company has offered to deliver the window units to the customer free of chare once they arrive to us. The customer was accepting of the communication and seemed pleased with the discount and offer to deliver free of charge.  

  Customer response

  07/25/2024

   
  Complaint: 21948239
  
  I am rejecting this response because:
  
  Sincerely, i have not received acall for the salesman are from anyone from the company about the problem 
  
  ***********************

  

  Business response

  08/08/2024

  Customer was met with and discussed potential options in person in our front office. A mutual decision was made to continue with the order and retain the open status of the order with the manufacturer. Our company did, as a gesture of good faith, return the payment made on the order of $1,811.33.The customer was issued a refund check immediately in person. Once the order is received from the manufacturer, our company will deliver the product to the customer free of charge and subsequently bill the order to the customer with a discount applied. 

  Customer response

  08/08/2024

   
  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

  04/16/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On November 1, 2023 I called this H32303235**303035**32H about replacing some H32313638353235**3236H. A couple of days later, a representative, *****************************, came to my home to measure the H32313638353235**3236H, he told me it would be ***** weeks before they could replace them. They took my deposit of $2000. and left. The middle of March 2024 I hadn&#**;t seen or heard from them so I called *****. He said the H32313638353235**3236H would be in the next week and they would be out on April 10 to install them. On April 11 I called ***** again and told him I hadn&#**;t seen or heard from them on the 10th and he said he didn&#**;t know when they could come. I suggested they refund my $2000. and cancel the contract because I had changed my mind. He said I&#**;d have to talk with the manager and he wasn&#**;t in. Then he hung up on me. I tried to call the manager twice and there was no answer. I think the best thing for me to do is get the $2000. refunded and cancel the contract because they haven&#**;t done anything they said they&#**;d do. All they have done is lie to me. I don&#**;t trust them. It&#**;s been 6 months and they haven&#**;t done anything they said they would do. I&#**;m an elderly retired teacher on a very limited budget and I can&#**;t handle a theft like this.

  

  Business response

  04/29/2024

  4-26-2024  BBB received the following from McDaniel Windows. Please let me know if this is your position.

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

   

                  I spoke directly with ***************** today on the telephone and we quickly came to a mutual agreement on how to move forward. Which we will be moving forward with her order as expected. She told me that she was going to call the BBB to alert you all that we had reached an agreement that she was pleased with and that she no longer wished to pursue the complaint with the BBB.

   

  Kind Regards,

   

  Woodard ******************

  McDaniel Window & Door, Co.

  Customer response

  05/02/2024

   
  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.

  **************** called BBB and said she did make an agreement with McDaniel Window to refund her deposit and put her contract on hold.
  
  Sincerely,
  
  ***********************

  

  Business response

  05/16/2024

  A refund check for the initial deposit has been issued and signed by the owner of the company and will be hand delivered to ********************* address to ensure receipt of the refund. We will call ***************** and confirm this directly with her. 

  

  Business response

  06/28/2024

  Our company stands ready to install the window order for the customer. The customer was notified the same day her ********************** arrived that the product had been reviewed and the order was ready for installation. Our company offered to install he window order the very next day, which the customer refused to a scheduling conflict. Our company offered numerous other dates all of which were turned down by the customer. The customer stated that they would contact us back once they had a date that would work for them. The customer has not communicated since this time. Our company has called numerous times with no answer. Our company sent delivery men with the window order to the customers home to make contact with the customer and deliver the **********************. This is a typical procedure for our company in the interim until a suitable install date can be determined- which allows the customer to be in possession of their products. The delivery men were verbally denied by The customer to deliver the products. The customer refused the product and asked the employees to leave her property. We since have tried to contact the customer many times and have not received any answered telephone calls or responses. We formally request that the customer agree to an installation date and allow our company the opportunity to fulfill the order and contract which was signed by the customer.  

• Initial Complaint

  02/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My personal experience with ****************** ******* and McDaniel Window and Door was one of delays, poor communication, conflicting information, poor customer service, and a poor-quality ******************** installation. After what I experienced and the way that I was treated by ********************* would never recommend doing business with McDaniel Window and Door to anyone. I trusted that McDaniel Window and Door would do a quality install and treat my home with respect and care. A decision I deeply regret. I put my faith in the wrong company and the wrong man. On September 8, 2023, I placed an order with ****************** for installation of 10 replacement windows at a cost of $8275.00. The lead time for the windows ****************** quoted me was 3 weeks. Thirteen weeks later, on December 12, 2023, McDaniel Window and Door installed eight of the ten replacement windows. Two windows were missing from the order along with 3 window screens. On December 14th and 16th, I contacted ****************** to address problems with the installation and that I was not happy with the final product, the quality, or the service that I received:1.The installers left debris in my yard such as insulation, glass shards, wood, and plastic. They failed to use drop cloths and protective footwear as I was told that they would when working inside the home. As a result, there was damage to my hardwood flooring (chips, scratches, black sticky residue stains).2.All eight window frames are bowed or curved at the base of the frame. I feel this is a result of strain from improper fit, poor installation, and incorrect measurements.3.Dented Damaged areas on some of the frames 4.Water Leakage at the base of semicircular transom window I have continued to reach out to ****************** to request that the window frames be repaired, replaced, or refund in full. It has been over two months since my installation, and the remaining two windows still have not been installed nor have the problems with the window frames been repaired or replaced. This is a breach of contract and failure to honor the warranty. I have asked for a full refund at this point of my deposit of $4137.50, which I have not received and there has been no further response from ****************** on the matter.

  Customer response

  03/01/2024

  I have added screenshots of my email communications with ****************** dated for today 2/29/2024. After filing my complaint yesterday and posting my review on a few sites, I received an email this morning from ******************. He wanted to speak to me in person immediately. I responded that I thought it best if we continue all communications through email, as we have done throughout this entire process, so that all discussions would be documented (see Screenshot (99).jpeg). Screenshot (100).jpeg and Screenshot (101).jpeg is ****************** response. He made an offer but only after calling me a liar and threatening me with legal action. His response was very unprofessional. I did not deserve to be talked to or treated in this manner, and this is not the first time that this has happened. I have always been respectful in my communications with ******************, but that has not always been the case with ******************. This is an example of how he chooses to treat his customers. I just thought you should be aware as you investigate the complaint. Thank you.

  Customer response

  03/16/2024

  I was reviewing communications for the complaint, when I realized that the three files that sent regarding the email ****************** sent me were missing. I apparently saved them in a format that was unreadable. I apologize for the error. I have resubmitted them in a.jpg file. Thank you.

  Customer response

  03/17/2024

  On Saturday March 16, 2024, I received a message from **** **********************, President and co-owner of ********************** Window and Door, on ******** Messenger dated Wednesday March 13, 2024. His message read I noticed you made a direct negative comment about ********************** window   If you dont mind me asking what kind of issue have you had and we want to do the right thing and we always want customer satisfaction.
  I responded Mr. *********************** I apologize for the late response. I just saw your message this morning. As stated in my complaint, it has now been over three months since my installation. The remaining two windows still have not been installed nor have the problems with the window frames been repaired or replaced. I feel this is a breach of contract and failure to honor the warranty. I continued to reach out to ****************** without any resolution. I felt my only option at this point was to file a complaint with the Better Business Bureau and request a refund. Instead of having a respectful mature discussion and coming to a mutual resolution, ****************** instead chose to respond, in his email dated February 29, 2024, in an unprofessional, disrespectful, and aggressive manner. He offered two solutions, both contingent on the fact that I remove my BBB complaint and all online reviews, which is a violation under the Consumer Review Fairness Act. As stated by the Better Business Bureau, In 2016, the Consumer Review Fairness Act (CRFA) was passed, which protects peoples ability to share honest opinions about a businesss products,services, or conduct, in any forum, including social media. In addition,businesses cannot impose fines or otherwise punish customers who engage in public criticism. ****************** also stated that if I accepted his offer, contingent upon his demands, and once the order is completed, that we would never speak again, meaning, I will have no further recourse to correct current or future problems. As much as I appreciate you reaching out and offering to do the right thing, the only option at this point is a refund, since ****************** has made it clear that I can no longer in good faith do business with him now or in the future. Also, since the complaint with the BBB is still open and being investigated, I think it best that all communications go through the proper channels within the BBB."
  Saturday evening, when I saw that Mr. ********************** still had not read my message, I contacted him both through his business email and personal cellphone to let him know that I had responded back. My message Mr. **********************. I saw your ******** message this morning and I just wanted to let you know that I did respond back. Apparently, ******** Messenger sends messages from non-friends to "Message Request" rather than to "Inbox".So, sometimes messages can go unnoticed because of that, which is what happened to me with your message. I did not want that to happen with mine as well.
  As of Sunday night, my ******** Messenger still shows that my message has not been marked as seen by Mr. **********************. It is my hope that he will respond to lend assistance in resolving my issues with ******************, since Mr.********************** values doing what is right and customer satisfaction, as he stated in his message to me.

  Customer response

  03/19/2024

  I have continued to reach out to Mr. ******************** through text and emails. As of today, he still has not responded. 

  Customer response

  03/20/2024

  It has now been three weeks since I filed my complaint with the Better Business Bureau. ********************** Window and Door has yet to respond on record. I have however received personal responses from both *****************************,Vice President and co-owner, and **** **********************, President and co-owner.
  Upon filing my complaint, ****************** contacted me by email demanding that I call him immediately on his personal cellphone. He was obviously upset with me for filing a complaint and posting negative reviews. In his email dated February 29, 2024, he responded in an unprofessional, disrespectful, and aggressive manner. ****************** states, You are a pathological liar, ******************* whether or not clinically diagnosed-you are an absolute bald-faced liar. Every step of the way you continually and without hesitation lie and embellish almost every statement you make. Whatever your personal issues may be- I will absolutely not allow you to spew lies and false information from public platforms about my business, my family, and my own name. You are unknowingly engaging in something that you are going to sincerely regret. He further states, The extent and severity of your comments and actions are to the point where I am immediately going to move forward with abruptly putting a drastic halt to all of it- legally. Its a slam dunk in court when it comes to defamation, and we will be seeking the maximum punitive damages against that person and ANY person who engages in such malicious and evil open displays of defamation. After personally attacking me, he then threatens me with legal action including defamation, disparagement, slander, and *****. He followed up with two possible solutions, both contingent on the fact that I remove my BBB complaint and all online reviews, that he considerers to be defamatory posts and submissions. ****************** also states that if I accept his offer,contingent upon his demands, and once the order is completed, that we would never speak again, meaning, I would have no further recourse to correct current or future problems.
  Nearly two weeks later, I received a message from **** ********************** on ******** Messenger. His message read I noticed you made a direct negative comment about ********************** window. If you dont mind me asking, what kind of issue have you had and we want to do the right thing and we always want customer satisfaction. Seeing his message gave me hope that he and I could have a mature respectful discussion and come to some sort of satisfactory resolution, unlike my earlier experience with ******************. Since that day, I have attempted to get in contact with Mr. *********************** After several days, I was finally able to speak with him, but he seemed confused and unaware as to who I was and the situation regarding my installation. I explained to him that I was responding to his message that was sent to me and he replied that he had not read my response, which to this date has still not been marked as read. In a later conversation, Mr. ********************** stated that all communications should be directed to ******************, who now runs the business. He retired a few years agon and is no longer involved in the business.
  This is a summary to date of the companies responses during my complaint filed with the BBB. At this point, I feel that it is highly unlikely that ********************** Window and Door is going to respond and/ or attempt to work this out through proper official channels.

  Customer response

  04/11/2024

  First of all, I want to thank you for your assistance in this matter. I really do appreciate all the time and effort that you put into mediating this situation between myself and McDaniel Window & Door. I too regret that we could not come to some form of a satisfactory resolution. *******, I am surprised by ****************** refusal to participate and failure to respond to my complaint, though I should not be. As much as I had hoped that we could have a mature, respectful communication in this matter, ****************** made it quite clear in his email, as documented in our communications, that this would not be the case.
  I have just a few questions. Now that my case is closed and McDaniel Window & Doors accreditation has been revoked, how long will it be before:  My complaint is made public? McDaniels profile is updated to show that they are no longer accredited? And McDaniels profile is updated to show a new rating other than A+?
  Thank you.

  Customer response

  04/13/2024

  On Thursday 4/11/2024, ****************** *******, Vice President and co-owner, was sent a letter from the BBB giving him official notice to cease any and all claims of his accreditation. As you can see from the McDaniel Website, ****************************************, he has not. I attached two screenshots from the company website. 

  

  Business response

  04/16/2024

  McDaniel Window & Door,Co. maintains the position that has been repeatedly communicated to the customer that the order agreed upon and delivered is sufficient in the items ordered,description of items, installation of those items, and performance of those items.Due to the fact that the order has been fulfilled and all material is correct and in good working order a refund is not a agreeable solution to their complaint.Our company has laid out multiple options to move forward and complete the order fully, yet this customer has rejected multiple attempts made by our company to find a solution.
  This customer has made it clear that their sole intention is to have a full and complete refund of their deposit thus ensuring that they pay Zero dollars for a product and installation valued at $8,275.00. This customer has pursued this very openly on social media and has engaged with and collaborated with other individuals to fabricate a false and very poorly planned narrative to draw attention to themselves in order to create pressure on their demand being met- which is a full refund of the deposit paid- $4,137.50.
  Our company posses over 81 pages of emails between the customer and our operating manager over the course of the customer interaction with our business. The emails are being submitted along with this response. Due to the fact there are 81 pages and extremely lengthy dialogue between both parties we will defer to these documents for the BBB to review. This dialogue will immediately and emphatically show the true nature of this customer interaction- one where our ********************** went above and beyond to field and answer every question the customer proposed over a period of months. Not days or weeks, but months. Months just to answer questions and help educate this individual on the entire process of replacing their windows in their home during the time of the quoting process, the ordering process, the lead time, and subsequently the installation and events that took place after the initial installation.
  This will also show that after the initial install- Less than 24 hours- our company returned to this customers home to begin the process of fielding this customers concerns with immediate and accurate information. Our installers were made available to be at this customers home at their disposal to have any and all concerns reviewed and potentially corrected. This communication continued for weeks as the customer increasingly became hostile and unresponsive to our responses, recommendations, and propositions for bringing the order to a close. We did agree to multiple items that the customer pointed out that we would be willing to change or correct to meet their expectation. This was primarily small cosmetic items that actually do not affect the performance of the windows in any way. We attempted to schedule the installation of one final window unit multiple times but we were told by the customer that they did not want the ******************** unit or for it to be installed. (see emails)
  It was made clear by the customer and their actions and responses and their presence on social media that they did not truly have a desire to have any corrections made due to the fact that the windows were as presented, quoted, and agreed up and that they were in good working order. It was clear that this customer, utilizing social media, saw an opportunity to defame our company openly by presenting fabricated and calculated false information through multiple online platforms such as **************** review, and BBB. Due to the nature of the customer and the desire to simply end the matter our company generously offered to close the order with the customer not owing the remaining 50% balance that they owed. Thus,ensuring this customer a discount of over four thousand dollars. The customer has refused to acknowledge this offer. This in turn proves that the customer does not have a true desire for a solution but is more concerned with conducting a campaign of hate and false information presented via social media that is clearly defamation.  
  
  After offering a generous 50% reduction in price our company intends to close this project. However, Our company will make itself available to install the final window for this customer if they choose to. If they do not allow us to install the window then there is no avenue left to pursue due to the customers repeated denials of our proposals to finalize the project and our company will officially close the project. 

  Customer response

  04/18/2024

   
  Complaint: 21363797
  
  I am rejecting this response because: I have waited patiently for the past six weeks for a response from McDaniel Window and Door, in hopes of resolving this complaint. The company has had ample time to respond and it did not. The complaint was closed,and the businesss accreditation was revoked. I shared this outcome along with my negative experience on social media. My post has garnered a lot of media attention with others coming forward to share their similar experiences. This is not a coincidence. It is a pattern. Patterns tend to reveal truths and the truth here is that - McDaniel Window and Door does poor quality installations, and they do not honor their warranty. I am upset by the fact that McDaniel Window and Door is even allowed to respond now that the complaint has been closed. Even more upset that their response is not to offer a resolution in an effort to make things right at this point, but rather to do damage control by attempting to discredit my complaint that they know has merit through lies, false accusations, and personal attacks. ******************, Vice President of McDaniel Window and Door states that he considers my order to be closed.It is not closed. My order has not been completed and the issues have not been repaired. There is no denying the facts of this case: This is breach of contract and failure to honor the warranty. Also, failure to comply with the standards required under the Consumer Rights Act 2015, violation of the Consumer Review Fairness Act (CRFA),and failure to respond to complaint filed with the Better Business Bureau.
  In his formal response, ****************** refuses to take any accountability for his company or his personal actions, instead making several false claims and allegations against me to undermine my credibility and discredit my claim. As evidence to support these so-called claims, ****************** submitted our email communications, which according to him will Immediately and emphatically show the true nature of this customer interaction. This would be true if ****************** had indeed shared the entirety of our email communications between us, which he did not. He knowingly omitted key emails that he knew contained critical information that would contradict his false claims. These emails also show evidence of ****************** increasing anger and aggression towards me and his eventual failure to respond or work toward a resolution,which is what prompted me to file this complaint. I have shared an attachment of these emails. ****************** also went so far as to redact an email to remove all defamatory comments that he made against me prior to submission to the BBB. Several defamatory statements have been removed such as Youre a pathological liar, ******************* whether or not clinically diagnosed. Cowardice is a tell-tell sign of someone who has no integrity. The audacity of this man to question my honesty and integrity, when it is his honesty and integrity that should be questioned. His actions of redacting and omitting emails and his defamatory words against me clearly shows that he is a man of neither.
  Here are just a few examples of the false claims that ****************** has stated in his response: Customer did not want the ******************** unit or for it to be installed. The customer rejected multiple attempts made by our company to find a solution. In an email dated 2/10/2024, which ****************** failed to include as part of his email communications, I replied that Before considering accepting ***************** offer of no further payment and having the two remaining windows installed, I would like to have the problems corrected with the first eight windows completed first, before moving forward. I hope that these problems can be resolved, my remaining windows installed, and my window installation order completed. Clearly, I have not at any time refused the window or attempts at finding a solution as falsely claimed by ******************.
  Another example, The customer increasingly became hostile and unresponsive to our responses, recommendations, and propositions for bringing the order to a close, when in fact, it was ****************** who behaved in this manner. In an email dated 12/22/2023, another email omitted from his email communications as well, I state ******************, I came to you with my concerns and dissatisfaction with the final product. I presented my information in a respectful and professional manner. My hope was that we could resolve this conflict in a mature manner. Instead, I felt like you chose to respond back both in anger and by personally attacking me implying that I am stupid,that I am a liar, and accusing me of embellishing in order to get something for nothing. This is one of the reasons why I requested to work with Mr.McDaniel rather than with you, in resolving this matter. Yes, I questioned your expertise and your professionalism but never once did I feel that attacked you in any personal manner. You keep asking me to trust you, but how can I when you act in such an unprofessional manner? I feel that I can no longer in good faith work with you in the hopes of receiving quality windows to my satisfaction. The only solution that I see at this point in resolving this matter is to refund in full the $4137.50 that I have paid to date. 
  And let us not forget ****************** unprofessional, disrespectful,and aggressive email to me dated 2/29/2024, where he states You are a pathological liar, ****************** whether or not clinically diagnosed- you are an absolute bald-faced liar. Every step of the way you continually and without hesitation lie and embellish almost every statement you make. Whatever your personal issues *** be- I will absolutely not allow you to spew lies and false information from public platforms about my business, my family, and my own name. You are unknowingly engaging in something that you are going to sincerely regret.He further states, The extent and severity of your comments and actions are to the point where I am immediately going to move forward with abruptly putting a drastic halt to all of it- legally. Its a slam dunk in court when it comes to defamation, and we will be seeking the maximum punitive damages against that person and ANY person who engages in such malicious and evil open displays of defamation. These are not only defamatory remarks but a threat against my personal safety as well. Threats, Harassment, and Intimidation tactics are illegal in the state of ******* which is a Class C misdemeanor punishable by fine or jail time. In researching ******************, I discovered that he has three arrests for public intoxication one of those arrest dated September 2019 he was also charged with possession of a concealed pistol. So, yes, I do fear for my safety and that of my family.
  And finally, ****************** discusses his generous offer. He states in his response After offering a generous 50% reduction in price our company intends to close this project. This offer that he made was done privately through email and not officially through the Better Business Bureau. What he failed to mention in his response regarding his generous offer was that it was contingent upon two demands: First, I must remove my BBB complaint and all negative reviews, which is in violation under the Consumer Review Fairness Act (CRFA).  And second,once the job is completed, we would have no further communications, meaning I would have no future recourse in dealing with any issues that *** arise. Why would I accept such an offer as this? This matter has dragged on now for far too long without any resolution. I am left with an incomplete unfinished order and replacement windows that have damage to the frames and water leakage.Dealing with all this has caused me a great deal of stress and it has taken a toll on my physical health and wellbeing. Given the circumstances and the facts of this case, it is only right that I should be given a full refund of my deposit of $4137.50.  
  
  Sincerely,
  
  *****************************

  

  Business response

  05/02/2024

  McDaniel Window & ***** *** will respond to the 'Needed Clarification'. Yes - we maintain our original position and willingness to install the final remaining window unit as well as perform the cosmetic repair needed to one additional window unit. Although we have reviewed these windows in person twice before, If agreed upon by the customer, our installers will review each ******************** installed by our company once more when we are physically present on the property to ensure, again, proper operation and performance. 

  McDaniel Window & ***** *** does not intend to respond to the customer's rebuttal. It is clear and obvious that this individual is abusing the platform and integrity of the BBB's process to continue their ongoing spectacle of personal attacks that have no focus or clarity of the actual issues they utilized to originally initiate the complaint. The degree of the personal attacks and attempts to reveal what this individual thinks is private or personal information are nothing short of pitiful. Our company is committed to our long standing partnership with the BBB and fully supports their processes and procedures. However, this belligerence and defamation cannot be allowed to continue from this individual.
  

   

  Customer response

  05/03/2024

   
  Complaint: 21363797
  
  I am rejecting this response because: ****************** has offered a 50%reduction in price and has stated multiple times that the company considerers this project now closed. I accept this offer with the stipulation that there will be no further pursuit of payment thus closing my order and ending our business relationship. I cannot continue to go forward doing business with a man that makes defamatory, threatening statements against me. In his email dated February 29, 2024, ****************** stated You are unknowingly engaging in something that you are going to sincerely regret; a threat that I take very seriously. I have expressed my concerns regarding my safety, not only to the BBB, but to the police as well, who took the matter very seriously. On Monday April 29, 2024, I filed a statement with the ******** ***************** against ****************** for making threatening statements. After reading ****************** email,the investigating police officer stated that ****************** was clearly angry,making threats of legal action, behaving unprofessionally, and engaging in childish name calling. He was sympathetic to my concerns, especially given ***************** history with the police; however, he stated that ****************** threat of You will sincerely regret could be taken one of two ways either as a threat of further legal action or as a threat to cause physical harm. It was 50/50 what his true intentions were. For now, my statement will be kept on file. The officer advised me to cease all communications or physical contact with both ****************** and McDaniel Window & Door. Any future contact on the part of ****************** or McDaniel Window & Door, could be seen as harassment, at which point a police report will be filed and a warrant issued.
  I am only accepting his offer because I need for this relationship with ****************** to end. However, having accepted his offer, as stated above, I want it noted that I still stand behind my statement that I should be given a full refund of my deposit; I should not have to pay for an order that failed to be delivered on time, in full, as per our agreement, or for an installation that has such a significant number of issues and damages including: defects in glass panes of two window units, damaged corner of a vinyl frame, bowing and strain of all eight windows that can only be corrected by complete replacement, and dark discoloration at the corners of the semicircular window due to water damage. There has also been a new development:After the recent heavy rains, there is now brown discoloration along the sill of the large window unit indicating water seepage. On April 30, 2024, I emailed my response along with additional photo and video evidence to the BBB representative investigating my complaint. She apologized for using the term cosmetic saying that Clearly, the work is not performed to code. The photos you sent does shows flaws in the work. The facts of the case cannot be denied. All these issues are clear indications of a poor-quality installation and product, breach of contract and failure to honor warranty. I will leave the matter in the hands of the Better Business Bureau to decide, whether they believe that I am in my right to receive a full refund of my deposit. I trust that the BBB will make the appropriate decision based on the information and evidence submitted for this complaint, as well as taking into consideration the numerous deceptive acts and behaviors as demonstrated by both **************** and McDaniel Window & Door throughout this entire ordeal. I am confident that the BBB will side in my favor. I patiently await the BBBs decision in this matter and the closure of this complaint.Thank you.
  
  Sincerely,
  
  *****************************

  Customer response

  05/04/2024

  I want to reiterate that I am willing to accept 50% off the order and closing the order completely, with no further installation or repairs,under one stipulation - that there will be no further pursuit of payment by McDaniel Window & Door or ******************. I am doing this solely for the purpose of ending my business relationship with ****************** as advised by the ******** ****************** to avoid any further acts of threats or intimidation on the part of ****************** and McDaniel Window & Door, out of concern for my safety and wellbeing. I, in no way, accept ****************** responses in regards to this complaint as truthful or accurate. I stand behind the facts of my complaint and my request for a full refund of my deposit. I will continue to share my experience on social media so that others will know the truth. As I stated, this matter is now in the hands of the BBB. They can choose to accept this proposal and close the complaint, which is by no means a resolution but merely a means to an end or they can choose to agree to my request for a refund, based on the facts and evidence of this complaint. Thank you.

  

  Business response

  05/16/2024

  Our company has stated,through multiple offers spanning the course of several months, that it does not intend to seek any additional monetary collections from this customer. We reiterate this again now.
  We must state the very obvious fact that this customer has now agreed to an offer of less value to them than the initial offers made by our company before their complaint with the BBB and again throughout the complaint process with the BBB.
  Essentially forfeiting the installation of a complete window unit and a cosmetic window frame repair.
  This wholly confirms this customer had no intention of a true resolution and simply used, and attempted to manipulate, the BBB and the platform they provide the general public.
  Their ultimate intent and desire was to simply defame our company and our individual employees to ensure they pay zero dollars for over eight thousand dollars worth of products,material, and labor.
  We demand that all private and personal information of company employees submitted by this individual be redacted from the BBB's official record of the complaint.
  Once we receive confirmation from a representative with the BBB that all personal and private information will be removed from the complaint, we will consider the complaint resolved and closed. 

  Customer response

  05/17/2024

   
  Complaint: 21363797
  
  McDaniel Window & Doors response here today was merely another attempt to discredit my claim by falsely accusing and personally attacking my character, calling me a liar and a manipulator. There have been no lies or manipulations on my part, just facts. As I have stated numerous times, I have never refused the installation of the final two windows; I merely wanted to have all issues corrected before moving forward. Coming out to cosmetically repair one corner, still does not address the numerous other issues in this complaint.Even BBB representative ************ agreed, stating that the work was not up to code and that it was flawed. However, McDaniel Window & Door and ***************** have made it clear that they have no intention of taking any accountability, admitting any wrongdoing, or honoring the warranty in this manner. They have yet to back any of their false claims with actual facts. They have omitted relevant emails, and redacted a critical email prior to submission where defamatory and threatening statements were made against me. In their response today, they are once again making demands contingent on their request that all personal information be redacted from the BBBs official record. These Omissions,Redactions, and Contingent Demands on the part of ******************, are not the actions of an honest man but rather one who is guilty and has much to hide. His behaviors and actions throughout this entire process have been not only unprofessional,disrespectful, aggressive, and misleading, but fraudulent and unlawful, as evidenced throughout our emails and BBB communications. The BBB, in order to inform and protect the public, must make all information relative to this complaint and submitted communications by both parties involved, public record, because the public has a right to know how this man conducts business and how he mistreats his customers. Look at his actions in addressing this complaint. First, he failed to respond to my complaint after 6 weeks. The complaint was officially closed on 4/11/2024, resulting in McDaniels accreditation being revoked. The business has since then responded three times; each time without offering any substantial facts or a willingness to resolve the issue but rather taking advantage of the BBB process and using it as a platform to personally attack the customer with childish name calling, false accusations, and lies. This manner needs to end with some sort of resolution because I can no longer continue in this relationship with ******************, which has become toxic, crossing a line when he threatened me,which I hope is taken seriously by the BBB as the ******** ***************** has. As much as I appreciate the BBB trying to mediate this complaint between us, the business has made their feelings about the customer quite clear, along with their unwillingness to work with the customer in resolving this manner. It is time for the BBB to stand behind their decision to revoke McDaniels accreditation,update the business profile, make public all information, close out the complaint, and to make a recommendation in regards to my request for a refund of my deposit.
  
  

  Customer response

  05/26/2024

  The only agreement that the customer will accept is a full refund of her deposit of $4137.50. There will be no further pursuit of payment by McDaniel Window &Door or ******************. No further installation or repairs. No further contact or communications. I will not remove my complaints, reviews, or comments from social media. 

  Customer response

  06/04/2024

  On June 4, 2024, *********************, Certified Licensed Inspector from Home Inspectors in *******, came to my home to inspect the window replacement installed by McDaniel Window & Door. Attached is a PDF of his report. As you will see from the report, **************** recommendation is that all windows be removed and properly replaced due to poor installation and mismeasurement. This is further proof that ****************** claims that the issues are merely cosmetic touch-*** is a lie. All windows will need to be removed and replaced, resulting in me paying twice for the same window installation. This is unacceptable. I should not have to pay to replace damaged defective windows that are the result of McDaniels incompetence and ****************** error in measurement. I demand a full refund of my deposit.

  Customer response

  07/03/2024

  On July 3, 2024, a technician, representing M.I. Window (the manufacturer of the windows sold to me by McDaniel Window & Door), came to inspect my window replacement installation. The technician stated that the issues are installation not manufacturing issues. He also noted in his findings that all window units are bowed, further confirming the home inspectors findings.
  
  The technician also commented that my window replacements were the M.I. 1620 series. My order was for the M.I. 3500 series, as indicated on my invoice. ****************** substituted my purchased item (3500 series) with that of another (1620 series), all without my knowledge while still charging me for the price of the 3500 series. ****************** did what is commonly known as the old Bait and Switch tactic which is not only unethical, fraudulent, but criminal and illegal in the state of ******* as well.
  
  Clearly, I did not receive the items that I paid for. This is breach of contract and I demand that ****************** refund my deposit of $4137.50.

  Customer response

  07/03/2024

  This is the label from my installed window. It shows the order number, manufacture date, as well as the series number 1620.

  Customer response

  07/20/2024

  I am extremely upset. My complaint has apparently been updated, indicating that "the consumer did not respond to offer to arbitrate". This is false and a lie. I did not fail to respond. As I mentioned to the BBB representative in my email dated 7/12/2024, I needed time to thoroughly read over the arbitration process and rules, and that I would submit my response at a later date. The representative made no indication that this would be a problem. This is my first time dealing with a Binding Arbitration. As such, I should be allowed ample time to make sure that I fully understand the process, as well as time to seek the advice or representation of a lawyer, in which case, ten days is not enough time. The BBB, no doubt, would have allowed ****************** whatever time he needed, if he so requested. Throughout this entire process, ****************** has been afforded every opportunity and time to respond. How many letters, phone calls, and chances has he been given? Communication history would indicate several in each instance, and yet I have been given one notification .... one!, for a decision that is extremely important. Since the BBB has made their decision to close my complaint as "consumer failed to respond", I demand that it be noted for the record that I did not fail to respond and that I was not allowed adequate time in making a decision or in seeking representation of a lawyer.

  Customer response

  08/01/2024

   
  Complaint: 21363797
  
  As I messaged the BBB, I am now home recovering from a small bowel blockage. Therefore, my appointment with my attorney has been rescheduled for next week. Because of my adhesion disorder, this is a health issue that I frequently have to deal with, which often requires hospitalization. If my recovery goes well, I hope to have a decision regarding arbitration next week after speaking to my attorney.
  

  

  Business response

  08/01/2024

  Okay, fine with us. 

  McDaniel Windows

  Customer response

  08/01/2024

   
  Complaint: 21363797
  
  Thank you for your understanding.
  
  

• Initial Complaint

  01/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contracted this establishment to replace our doors and windows in our home and am still battling with them to finish the job.They have submitted my finance company to pay several times and have been awarded the payment even though they have not completed the job.The doors are missing hardware and the incorrect color and the trim is not complete. There is damage to one of the front doors that happened during installation and the owner has been to the house to see it all and promised me a resolution three weeks ago.

  

  Business response

  02/09/2023

  2-9-2023    

  Hi *************,

   

                  I do sincerely apologize for the delay in responding to this. I have been speaking directly to ************ through our personal cell numbers and I have been working on a resolution with him that we are very confident will work out in the next few days. He has given ** his word he will retract the complaint with BBB.

   

   

  Respectfully,

   

   

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

  Vice President of Operations

  McDaniel Window & ********.

*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. ↩