Complaints

• Initial Complaint

  03/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Sliding glass doors were installed years ago, with a warranty. About maybe 2yrs ago I noticed that there was moisture between the panes of glass. I called the company, they came out and said yes the seal is bad. Tried to tell me that the company they ordered the doors from are out of business. I find out they are not out of business, they just choose not to do business with that manufacturer. Anyway, 1st it took them months just to come out and look at the door. Then months to come out with a door that they had in their warehouse and it was the wrong one. I have been trying for almost 2 years to speak with a manager or owner and they are never avaliable. I was told that this was a seal issue and this could be the reason the door is difficult to open and close. It is too heavy for my sick husband to open and close. I always call and everytime just get a run around about COVID and the secretary will leave a message for the owner, and he has yet to return my call. I just want my sliding glass door fixed.

  Business response

  03/04/2024

  We are very sorry for any inconvienance this has caused. We have supplied you with the manufacturer's warranty, (customer service information.) This door was purchased and installed in 2014, almost 10 YEARS ago. Once you receive the warranty glass from the manufacturer, we will install it at no charge to you due to the inconveinance you suffered. We truly do appreciate your business.

  Customer response

  03/05/2024

  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of my decision appear below.
  
  Due in fact that i started calling 2 YEARS ago. Therefore my door would have been 8 not 10 yrs old. Either way, I feel that they "passed the buck" onto the manufacturer. I have to now go thru them,  pay a service charge for them come out. We, as customers do not choose the manufacturer that a business we hire  chooses to go through. We have been dealing with this for 2 Years. So yes I reject this, based on the fact that i never heard anything from the owner, I have to do the work to figure this out. I do not accept their willingness to "free of charge" to install, a door that they originally installed. I will go through another company.  I will make sure my family and friends know the experience I have had for the last 2 years. Actually most already know.  It is sad that I had to report this to get feedback from the owner. 
  
  Regards,
  
  ***********************
  
  
  
  

  Business response

  03/05/2024

  House Doctors Window and Door Co, Inc. has submitted a response and/or proposal to resolve this complaint. The details are as follows:
  
  Date that proposal was made:
  
  Description of proposed resolution:
  
  Promised completion date:
  
  
  In addition, the business provided the following additional details:
  
  
  

  Customer response

  03/07/2024

  Better Business Bureau:

  I am exhausted, I know now what to do and other channels to go. I would like my warranty, reciept and the offer mailed to me. 

  Regards,

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

  ---

   

   

• Initial Complaint

  03/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Labor Day weekend 2023 while I was tilting my window in to clean,the the window fell out just missing my foot.after trying to call I drove up..I needed HELP!! They close at 3I found a rude woman on her phone at 250pm not the business phone.thats why my call wasnt answered..the service man had left..she offered me no helpI told her she could call the owner or I could stop at his house as he lives close to me..that got her moving and she made a phone call.the service man came and put the window in and said a pin on the bottom edge has broken..he would look for and try to get a replacement. Today is March 1 2024.. although I have stopped up there and asked what is going on and can my window be replaced, I have not heard anything..the owner actually told me I wasnt tilting the window properlyI responded that I have cleaned these windows at least twice a year and I know how they work..he suggested new windowspeople have windows for years they are supposed to last.. the only one that seemed concerned was the owners wife,,although I havent heard from her eitherI have called many times and driven past hoping to catch ********..the other woman that works there and answers the phones is SO RUDE that I refuse to deal with her anymorethe service ****************, who was supposed to find me replacement clips, has not contacted me, although I just recently left a message for him..why cant they let me know what is going on? This is no way to run a business nor treat customersnever again would I deal with them.. yet they call periodically to see if I need any home improvements.take my name off your list!!!!!! I would appreciate any advice or help you can offerI see they arent BBB approved anymore.i can see why.we purchased these when they were a new local business..boy what a ****** has been learned!!!!! ************ kept the part,although I tried to get it back,so now I cant Showa y body what I need!!!!!! :(

  Business response

  03/04/2024

  We are very sorry for any inconveinance this may have caused. These windows were purchased and installed 32 YEARS ago in 1992. I do remember you calling our office in a panic ten minutes before we closed for Labor Day weekend this past year. I personally came to your house arriving minutes after our service tech. had already secured the window for you. It is sometimes very difficult locating old parts from a manufacturer thats no longer in business. We do try to accomodate our customers to the best of our ability. Window warranty's are through the Manufacturer not our company as the window dealer. We offer 1 year of free service which allows a new window to go through all 4 season changes in case there's any adjustments or corrections that need to be made. These windows have had no problems in 32 years and we came out immediatly to help you at no charge 32 years later. I'm not sure how that is considered bad business practices. There are tilt pins on all the windows that you can show to a supplier if need be. We truly do appreciate your business and being a loyal customer

  Customer response

  03/04/2024

  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of my decision appear below.
  
  [Provide details of why you are not satisfied with this response.]
  
  Regards,
  
  *****************************
  
  
  
  

  Business response

  03/05/2024

  House Doctors Window and Door Co, Inc. has submitted a response and/or proposal to resolve this complaint. The details are as follows:
  
  Date that proposal was made:
  
  Description of proposed resolution:
  
  Promised completion date:
  
  
  In addition, the business provided the following additional details:
  
  
  

*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. ↩