Complaints

• Initial Complaint

  01/22/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Problem with product and workmanship Documents attached that explain problem

  

  Business response

  01/29/2024

  Customer has been a customer for several years and gave us the compliment of coming back to us for additional work! We appreciated the compliment! In appreciation we provided him with a $50 discount per window from the current price 2 yrs later. The customer did inform his rep that the original caulk had become dirty  (environmental exposure trees etc can happen) and if there was something we could do about it at the time of contract signing. We agreed to work on it for him. No mention at this time about the original screens (rep would have addressed it at that time of inhome contact) We installed new windows and were instructed there would be No COD balance collected until some issues were resolved. Fair enough, we attempted to schedule a time to get back there to complete customers punch list to his satisfaction. We eventually just showed up and did the required work as it was all exterior and required no access to the interior of home. I recieved an email from customer when he returned from being away acknowledging that the work had been completed to his satisfaction (attached) and that the old windows now looked nice as well. In Requesting payment of the COD (cash on delivery) we were asked about the 3 yr old screens how to remove them. They are a full screen and traditionally a pain on any window to get in and out. Not as necessary today due to the windows tilting in to clean. We asked about scheduling a time to instruct on care and feeding and removal of the screens. We established a time and went there to instruct and collect our COD balance. The original screens were tightly installed from the factory with little to No room to remove and replace. As all of our products have Lifetime warranty's we instructed customer this would be taken care of by the factory under warranty and we needed to collect the COD on the current job. (having nothing to do with the original job) We had done what the customer asked on every count and at 5 o clock on a Friday it was time to collect our balance.  Frustrating is a good word, as thru no fault of our own we are again left awaiting a payment months later. Factory is as I said taking care of replacing the customers screens at No charge and have also upgraded him to the NEW Flex screen! Was a $40 upgrade but the New standard for this MFG ! So a big win for the customer! I suggested when they arrived we would come out and remove his old screens install the NEW and collect our COD Due. I was sent a letter in response with a partial payment of the balance due and a deduction of $740 for someone else to replace the screens! and a DO NOT CONTACT US ANYMORE! They are done with us and their obligation to pay! Their NEW screens are arriving soon! We would like to fulfill our obligation to our customer (AS we always due) and ask that they would fulfill theirs by paying the balance due of $740 

  Thank You

• Initial Complaint

  05/03/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  The owner has been unable to complete the job that was initiated in November of 2021 We have been in contact with him and he does not respond to our concerns He was supposed to complete the last portion of our project over 2 months and has still not set a completion date. The only we get is an occasional email reply that have initiated by us. His latest response is that he is sooooo busy and he would hopefully get to us soon. This has been going on way too long and we just need a resolution.

  

  Business response

  05/03/2023

  The Factory has provided replacement screens for the customer that were delivered as stated months ago. What was sent by factory was different than the original screens. We suggested to save time instead of rewaiting for the factory to correct that we would repair the cut screens ourselves. It required a special tool that we did not have at the time. We just recieved the tool and we are weeks out in scheduling right now. I personnally offered to take care of the screens! I have been in contact. They are a priority in my schedule that is very busy. I let them know i will be contacting them soon to take care of them. I do feel comforted in the fact that they do have a screen they can use for fresh air and No bugs while they await my arrival. They are customers for Life! We will take care of them as quickly as possible. I thank them for their patience. 

  Sincerely

  

  Business response

  05/12/2023

  Screen repair will be completed within the next 2 weeks by May 26th of course contingent on the customers schedule.

   

  Customer response

  05/13/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  until the company reaches out to us via phone to set up an appointment I will reject this response 

  this company has not attempted to set up the appointment that he is now stating in this response 

  once the job is fully completed I will close this complaint but until that time I will not accept any response that is sent 

  the Business May contact us on either of the numbers below to set up an actual appointment in the stated time frame. This business has been stating he will fix them for nearly 3 months if not longer 

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

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

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

• Initial Complaint

  04/17/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  In October of 2021, I contracted with Eastern Shore Windows and Doors to replace my sliding glass door. I paid them a deposit of $840. So far they have made no effort to even begin to do the work, despite repeated attempts on my part to make it happen. I kept hearing about supply train issues, but a year-and-a-half??? Now they're saying they have no record of my payment, but my bank statement definitely does ! ! (see attached)

  

  Business response

  04/19/2023

  Our apologies for the problem. Contract was lost in an office move to our New Baltimore office/warehouse. Totally our error.

  Attached please find copy of Check already mailed from the Baltimore office. We certainly are disappointed to lose you as a customer but certainly understand your frustration in this matter. If we can serve you again in the future we would be appreciative and certainly would take care of you with extra attention and discounts! 

• Initial Complaint

  03/07/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We hired this company to install windows at our home. The windows were delayed in their arrival, which we understood since there are supply chain issues. The windows were installed, there was one window that was bent upon arrival and installation. The woodwork around the windows was not installed correctly and we had 2 screens that were broken upon installation. The owner ordered a replacement window and screens. We have once again waited months for the new screens and window. The bill has been paid in full, which is our mistake. The replacement and window has not been completed nor the framing around the window. The project was supposed to be completed today 3/6/2023. At approximately 1515 we called for an update and we were told we were on the list for today but no one had shown up at our home. Joe the owner hung up the phone on myself and now will not answer the phone when I am calling to get further information on the plan for the project completion. We just need this project completed as stated in our contract.

  

  Business response

  03/07/2023

  Customers were patient for delivery of their windows with all the supply chain issues that we all were experiencing. They were great. Windows were installed and they "Love Them" One of the windows experienced a problem in shipping but was ok enough to temporarily install until the replacement from the factory arrived. It was part of a gang of three and the trim around would be redone once the New window was done.  They were in fact scheduled along with another small project for our installer to complete. Unknown to me at the time of the customers call That the installer ran into an existing rot issue on the job prior to theirs and had to complete it right then and there ! He could not leave a hole in the customers Home. When I spoke to this customer I was away from my vehicle and away from my office and with it being a crazy Busy Monday My phones battery died in the middle of our conversation! And nothing to charge it.  I walked back to the office and immediatley responded to the customers email! Customer thought I hung up on her which is why this complaint was filed. I do apologize for the lack of communicatio. Job is rescheduled for completion on this Friday! 

  Customer response

  03/13/2023

  The screens that were broken at installation are still in need of replacement 

  The replacement screens were left and not installed. The new screens do not match all of the other screens that were installed with the windows. 
  We need screens installed and all screens to match 

   

  

  Business response

  03/13/2023

  Apparently the factory has changed the style of screen. I will remedy the situation right away.

  Thanks for your patience.

   

• Initial Complaint

  10/05/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I'm a 73 yr old widow On 4/20/22 signed a Contract, told windows would be installed in the middle of June. Joe has been jerking me around & lying to me for months. He's used every excuse as why he can't fulfill the Contract acting like it's a joke. It's now Oct and he's still continues to lie. I guess he feels I'm just a Senior woman that he can push around. I'm over him and his lies and intend to file a lawsuit for non-compliance and mental abuse as my nerves are shot and I feel very much under duress

  

  Business response

  10/06/2022

  Business Response /* (1000, 5, 2022/10/06) */ I speak to the customer every 2 days! I explained exactly when she can expect the windows! AS explained They are due to complete at the factory on 11/2 and be on the following weeks truck God willing. Installation to follow at the customers convenience. Same as I have explained several times a week for 4 weeks. Business Response /* (4000, 12, 2022/12/26) */ Customer's windows have been in hand and awaiting their response about an installation date since 11/6/22 Need a response on an installation date from this customer. Consumer Response /* (4200, 14, 2023/01/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) The Company waited to one week before the cancelation dste to miraculously have my windows in,in the meantime I constantly told them that I had to do work on the windows or they would default my loan so I had to pay over $2000 to resolve the problem and then the company, after jerking me around for 6 months, notified me that the windows were in. I have no intention of having them coming in the winter to install and rip out the repairs and installing windows especially with their track record of doing shady work and I am spending most of my time in Florida and wandering around the Islands in a 60ft yacht and not always able to communicate

• Initial Complaint

  09/24/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased 3 doors from this company, and they installed them without flashing pans underneath which is not to code. Water has been leaking underneath since the install in November, 2019. I did not notice as the damage was hidden until this summer when the floor by the entry door was mushy and the floor was stained. I called the owner and he said he would re-install them and fix the problem. A little while later he said the doors were installed ok and there was no problem. I paid $200 to have a licensed inspector and his report says the install did not include the flashing. The owner of the company said the inspector was not a good one and he is not at fault. I called another contractor and have now had to pay an additional $1,786.50 for the floor repairs and reinstall of the one door and have an estimate of over $1,000 to re-install the other 2 doors. This company is also licensed in Maryland (Cambridge) as a resident contractor.

  

  Business response

  10/06/2022

  Business Response /* (1000, 7, 2022/10/04) */ We installed the customers doors over 3 yrs ago. We were out to make an adjustment on a lock. There were no references to any other issues in 3 yrs. Doors were installed in a professional manner. Doors are all above grade as there is a wood subsill beneath them. On examination none of the doors show any sign of water damage whatsoever! No corner rot or brickmold rot as they are above the ground with No water running thru them. I did however see that the siding company ran a J channel at ground level attached directly to the wood subsill that was rotted beneath the entry door. Again No rot on door frame just the subsill below. All the walls in the home sit on this subsill or sillplate as I told customer all their walls could be compromised. Nothing concerning our doors. Consumer Response /* (3000, 9, 2022/10/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) As shown in the repair pictures, inspection report and my viewing during a heavy rain, the water causing the damage came in under the door that was not properly installed. There was no pan installed under any of the doors which is required by building code. The doors were not installed over 3 years ago, they were installed on November 21, 2019 and we noticed the damage on August 6th and contacted the company immediately. The owner of the company came to look at the doors approximately 2-3 weeks later and agreed to re-install and fix the damaged floor. Then he called back and said the installetion was not the problem. I then ordered the licensed inspector to review and I gave a copy of the inspection report to the owner of the company. He has refused to accept responsibility. The other 2 doors are being re-installed this week, the schededuled dates are October 6 & 7, 2022 and I will have to pay additional costs of repairs. The contractor has additional pictures that prove the source of the water damage. Business Response /* (4000, 11, 2022/10/05) */ First there is no code for pans beneath entry doors but typically we put an impervious membrane beneath to stop any penetration to units or floors below. This is ground level installation and water did not run through our door to cause the rot of the sillplate it was sitting in water below the door due to the misuse of j-channel by others that apparently I am the only one to see it channel water to the wood below the door! Again our door and frame no sign of water damage. A Sill pan would have sat on top of a rotting sillplate beneath and made no difference.

• Initial Complaint

  09/20/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Windows ordered Feb 9th, 2022. Deposit of $1396.00, cashed next day. Someone to measure in 3-5 days, projected installation mid to late May. Contacted Terry F******, salesman, a day or two later about a different window for living room. Sent him a photo. He said no problem and it would make the cost significantly less. I would be receiving an updated contract. Ten days and no one came to measure. Called Joe, owner, and he said he would take care of it. Three weeks after my order someone came to measure but didn't have the updated information. We went over the changes and he noted them in his measurements. The next day I called Joe to verify that the correct changes had been made and the proper window was ordered. I also said I had not yet received the updated contract. May came and went as did June and most of July before the windows arrived. I made numerous calls during this time to check the status. No one ever returned calls and when ever Joe did answer all I got were excuses not answers. Now that the windows were in I was told a couple of more weeks for installation. Again numerous calls followed by more excuses. Twice no show appointments..... On Sept 15, 2022 the windows arrive. First the wrong window for the living room! Update NEVER made. Second the installers say they are too big for the openings in my house. They leave. Joe does not answer the phone so I text. He says the living room window is the one on the contract so that's what they go by. Then Joe states " They all can't be too big. They were measured to be installed a different way".. It is now Sept 20,2022 no contact. Today I left a voicemail and text requesting cancellation and total refund. Thank You BBB for your time and help. Sincerely, ***********

  

  Business response

  10/07/2022

  Business Response /* (1000, 7, 2022/09/28) */ Windows are here and ready to be installed for the customer. There was never a change order done to change the contract for the customer to change from a 3 section window with double hng flankers to a 3 section window with sliding flankers.(not customers fault salesmans fault) I offered a discount to customer for the lower cost window if they would accept original order. Windows were measured to be installed as a full frame replacement not a sash replacement only. Let me say that there are many installation techniques and every installer has a slant on the process. Installers that day were not prepared to do the xtra work to complete that installation. I let customer know we could reschedule with the measure crew and complete installation asap. WE will be happy to complete installation per the contract. asap Consumer Response /* (3000, 9, 2022/09/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) This company has proven itself to be unprofessional and unreliable. They have terrible customer communication skills including too many excuses as opposed to answers and extreme lack of courteous explanations. Customers don't need to hear your problems they want solutions to their own. Clear consistent explanations should be made to keep the customer informed at all times. Customers should not constantly have to call to check for updates. This is the company's" responsibility for providing proper customer service. I am well aware that Covid has created many problems for everyone.It is not their fault for material delays. It is not their fault for labor delays. It is their fault for not properly handling the customer needs which include timely completion of work orders and timely communication with customers, salesman and installers. If I had been kept informed on a regular basis I would not be angry. If the installers had been informed and prepared for the install this could have come to a smooth, though lengthy, conclusion. I DO NOT want these people to touch my home. I DO NOT want to ever have to deal with them in regards to any type of warranty issues. For these reason I feel Eastern Shore Window & Door is in breach of my contract and my trust. I feel I should be given an immediate refund so everyone can move forward and hopefully take away some great lessons learned. Thank You Business Response /* (4000, 13, 2022/10/06) */ We have a contract to install windows for this customer and still would like to do that for the customer. No payment required if the customer is not happy with the work! If they sold the home already we can work with the new owners! I'm sure they would like new windows. Consumer Response /* (4200, 15, 2022/10/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) This order was for a sash replacement. I was told it would be a quick install taking out the old and putting in the new. I never, and would never, agree to a full frame replacement. Too many variables involved in this method. They were measured incorrectly and now Joe wants to make it sound like this method was the original intent. The pricing on this contract alone suggests sash replacement. He's never truthful. He couldn't just say they were wrong but he could make it right with the alternative method at no additional cost to me. He never even had the courtesy to respond to BBB by the deadline, Always responding a day or two late. Again unprofessional and unreliable. They will not touch my home. I will not subject myself or a future owner with having to deal with this company. My answer is and will remain NO!

• Initial Complaint

  08/26/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We ordered a front door from Joseph D********* at Eastern Shore Window and Door on or about April 1st with an estimated install of 12-16 weeks out. To date, we have not received appropriate updates and after multiple calls and emails placed to this business, we have failed to receive a refund of our ~$1500 deposit. Joe continued to promise updates by the end of the day and never did. We may need to seek legal action through small claims court, which would clearly be more costly to this business in the long run. Berlin, MD is a small town and word of mouth has a big impact on a business. Any help from the BBB would be greatly appreciated.

  

  Business response

  08/26/2022

  Business Response /* (1000, 5, 2022/08/26) */ Customer was updated with a delivery date on 8/26/22 it was explained that Custom products with custom designs and custom non stock glasses as the customer requested are still delayed due to supply chain issues. Products will be here next month and installed immediately as their schedule allows. We thank them for their patience and business. Business Response /* (4000, 12, 2022/09/30) */ Customer is scheduled for installation of products. Friday 10/7/2022 Weather permitting.

• Initial Complaint

  08/20/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Ordered 2 window Oct 13th 2021 every excus was used for windows, installation and communication is off wall insane, today August 20th they came to install the windows. The installers said wrong windows,..owner Joe texted me not call me and said they didn't know what they were doing . .now it's gonna be few more weeks

  

  Business response

  08/29/2022

  Business Response /* (1000, 5, 2022/08/22) */ Customer insisted that I schedule him right away. I did ! Not my most experienced crew They were not prepared to do the complicated installation that is required for this customers windows. Will need to send our head installer to complete. Explained to the customer that is what is required. Will complete installation as soon as possible. Sorry for the delays. I pray that the factory delays on custom made materials stop and go back to 2 yrs ago production. Not all customers understand and can be verbally abusive on the phone.

• Initial Complaint

  08/15/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Replaced numerous windows. All the windows they installed were drafty. Talked to manager on phone numerous times but kept making excuses and in the end did not send crew out to check and repair.

  

  Business response

  08/23/2022

  Business Response /* (1000, 7, 2022/08/23) */ Windows were installed and customer was pleased with the work. Was contacted in winter to say that the upstairs windows seemed drafty but downstairs were fine. All windows were installed the same way. Mr F****** was assigned to see customer and make sure there was no user error. Nothing from customer since last January. We will be happy to review job and make sure there are no caulk pops or movement in his opening that would cause any draft. He is a customer for life! With Lifetime warranted products! Consumer Response /* (3000, 9, 2022/08/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) Their response is not truthful in several ways. First, I was not pleased with the work since the upstairs windows were very drafty. Secondly, concerning the discussion I had Mr F*****, he called to see if I wanted to buy more windows and he told me he could not help me since he was the salesman. He said would talk to Joe who would be in touch to set up a time to send out the actual person who installed the windows to take a look. This call never came from Joe.The reason I was calling Joe numerous times was because I was not happy. I'm still not happy this is why I'm taking the time to file this complaint. Until Joe contacts me and sends someone qualified out to evaluate and in the end fix this problem will I be pleased. Business Response /* (4000, 11, 2022/08/24) */ As stated we will be happy to resolve any issues with the window or installation. Customer is a customer for life. We will be contacting customer. Consumer Response /* (2000, 13, 2022/08/24) */ (The consumer indicated he/she ACCEPTED the response from the business.) The business finally agreed to contact me and resolve any issues with the installation or windows. This needs to occur by the end of this month (August). Business Response /* (4000, 19, 2022/09/13) */ Our apology for the delay. Schedule for me was overloaded. We will be coordinating with customer asap. Joe

*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. ↩