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A BBB Accredited Business since
BBB has determined that Rocklin Window and Door meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.
BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.
Reason for Rating
BBB rating is based on 16 factors. Get the details about the factors considered.
Factors that raised the rating for Rocklin Window and Door include:
- Length of time business has been operating.
- Complaint volume filed with BBB for business of this size.
- Response to 1 complaint(s) filed against business.
- Resolution of complaint(s) filed against business.
- BBB has sufficient background information on this business.
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||0|
|Total Closed Complaints||1|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||0|
This business is in an industry that may require professional licensing, bonding
or registration. BBB encourages you to check with the appropriate agency to be certain
any requirements are currently being met.
These agencies may include:
Contractor's State License Board
9821 Business Park Drive, Sacramento CA 95827
Phone Number: (800) 321-2752
Type of Entity
Business ManagementMr. Rubin Wallin, Owner Mrs. Erika Wallin, Sales Manager
Doors Screens - Door & Window Glass - Plate and Window
Products & Services
Rocklin Window and Door provides window and door sales and installation services.
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Complaint Trends - Last 3 Years
Customer Review Trends
Read Complaint Details
Complaint: A problem for about a year for them delivering the wrong door. I have called and called. Finally got the right door. Then the screen came broken. I was told I have to go pick up the new screen? - I have a car!- and I do not get paid to deliver your product to myself!
Desired Settlement: I want my screen delivered and installed simply.
Business Response: Business' Initial Response Thank you for bringing this negative report to our attention. At Rocklin Window and Door we take our reputation seriously and enjoy the fact that so many of our Customers choose to come back to us for all of their window and door needs in addition to referring their friends and family members. We definitely strive to make sure that the experience our customers have is a pleasant one, however on occasion miscommunication and events outside of Our control take place and transactions go less than smooth as in the case of Mrs. ******. Mrs. ****** came to us in the late fall 0f 2010 requesting an estimate for a large patio door unit to replace he rvery heavy sliding door in her Lincoln home. She wanted a door that was split into 3 panels rather than 2 so that the weight of the active door would be lighter. Rocklin Window and Door provided her with a delaih.:d quote stating, sizc. color and operation of the active panel. This door was It custom build due to its dimensions and panel configuration. Mrs. ****** sent back hcr paperwork and a check for the deposit. The door came in and all the day of installation she let our CrtW kno\\' that the panel confituration was nOt at all what sh~ had in mind and that it simply would not work. Even though our policy is no refunds on special orders and our paperwork states that me cUStomer is to review measurements and operations, we took the door back a1 a complete loss and reordered Mrs. ****** what she wanted, but had not communicated. Again an extended lead time applied due to the custom nature of the door. 1-91B-BXX-XXXX IiJ 002/002 When the replacement door arrived we got Mrs. ****** back 011 ollr installation schedule. We installed the door perfectly. We brought Mrs, ****** flowers, cleaned up the mess made by the stucco repair COntractor (not our employee) and even painted her exterior trim, though it was not in our COnlrBct to do !1O, as II way of lening her know wt we were sorry she had been inconvenienced by the extend~d transaction lime. Upon cleaning the ncw door, our contractor noticed that there was a small cosmetic scratch on the screen frame. Please note that the screen functioned perfectly when we left Mrs, ******'s home, ****** let her know that he would attempt to get a replacement screen from our manufacturer. Due to the fact that the door had been installed we had to go through the warranty channel provided by our manufacturer to get a repl~cement sent out. This is often a lengthy process. We finally received the replacement screen, but very unfon:unately for Mrs. ****** OUr shop location suffered & fire on Jul)' the 5th of 2011 and her screen was amongst the merchandise that was lost in the fire. Ofcou~e with a tragedy of that magnitude it took sevcral months for us to figure out what all had been lost. salvaged or discarded. Mrs. ******'s screen was warran1y so it slipped through the cracks in getting reordered. Once she brought it to our attention that she had never received the replacement. we started the papc(\l,'ork again 10 get a new Screen sent out. The replacement came in dama~ed and we sent for another screen. Another screen was sent out in December. Our shop moved locations the first of January and for a reason that can still not be expls.ined. her screen was lost in our move. Once again Mrs. ****** brought the issue to Our attention and once again we ~ordered the screen. Our vendor took a very long time to get the screen sent Out, but it finally arrived to us late June. Our staff called Mrs. ****** just to let her know that her screen had arrived at our facility and that we would work delivery to her into our schedule, bllt if she needed it immediately she was welcome to pick it up at our facility. The replacement screen was delivered and installed for Mrs. ****** on July 6th. Our new members notated that the original screen had a good size hole in the bottom and had obviously been damaged at some point after we had completed Mrs. ******'s installation in 2011. Perhaps this is why the sense of urgency arose for her to want the new one. Once again please notate that the small cosmetic damage that was on the original did not affect the screens operation Or effectiveness at all. Resolution has been completed in full by Rocklin Window and Door. Although we understand Mrs. ******'s frustration, we have documentation showing the many times this screen was ordered and that we were actively trying to resolve things for her. Bottom line is she had a complete door system when we left her home in 2011.
BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved