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BBB Accredited Business since
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This company offers the manufacturing of windows & doors.
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A BBB Accredited Business since
BBB has determined that Best Window & 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 Best Window & Door include:
- Length of time business has been operating.
- Complaint volume filed with BBB for business of this size.
- Response to 5 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||3|
|Total Closed Complaints||5|
Licensing, Bonding or Registration
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:
Pennsylvania Attorney General List of Registered Contractors
16th Floor, Strawberry Square, Harrisburg PA 17120
Phone Number: (888) 520-6680
Fax Number: 717-787-8242
Business ManagementMr. Barry Ritko Jr., Vice President Mr. BJ Ritko Sr., President Ms. Tammy Burnheimer, Controller
WINDOWS GUTTERS & DOWNSPOUTS AWNINGS & CANOPIES DOORS GLASS-BLOCK STORM WINDOWS & DOORS
Industry TipsCondensation on Windows Home Improvements - Windows Pennsylvania Home Improvement Consumer Protection Act
501 Broad St
Johnstown, PA 15906 (814) 536-1422 Directions
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Additional Phone Numbers
- (800) 292-5594(Phone)
Complaint Trends - Last 3 Years
Customer Review Trends
BBB Customer Review Rating plus BBB Rating Overview
BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.
|Customer Review Experience||Value|
|Positive Review||5 points per review|
|Neutral Review||3 points per review|
|Negative Review||1 point per review|
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Read Complaint Details
Complaint: After placing an order and signing a contract with this company, we decided we did not want the item. We felt that the salesman had mislead us. This past Friday someone came to do a final measurement (left papers behind for us to sign), and coincidentally we also received financing papers in the mail that same day. Upon receiving both sets of papers we began to feel as if we were not told everything about our financing and left us wondering what else we weren't told by the salesman. The salesman called me Saturday morning stating that we needed to resolve this issue so we can proceed because production would begin by the third day after measurement. I met with the owner of the company Monday to explain my side of the story, but again, reluctantly agreed to purchase the item. Later that day, 4:00 exactly, I called to cancel the item. A note was to be placed on the owner's desk indicating this. I was notified Tuesday around Noon by the owner that unfortunately, he hadn't arrived until around 11:30 and production had already begun. They had incurred costs of coming to measure and also "administrative costs." I asked for a total incurred, thinking I'd pay that amount and be done with it. It was then that I was told they did not need to provide me an itemization and they'd be keeping my entire $600 deposit. I do not want their window. I want my deposit back. They are clinging to the dates on the contract and indicating they do not have to refund. the owner assured me if I contact an attorney that I will lose the case in court. I am very disappointed and feel lied to and bullied by this company.
Desired Settlement: I would like my deposit returned. If they need to charge a REASONABLE amount for the man coming to measure, I am willing to pay that amount.
I received the Better Business Bureau (BBB) complaint (ref: ID ********) on
PART I: - CONTRACT
A. Mrs. "C" entered into a contract for
"C" signed the contract on
B. Mrs. "C" SIGNED THE TERMS OF CONTRACT (see attached document) which states all the TERMS she agreed to. Specifically, ITEM #3, which states that Best Window retains the right to hold the 30% if the contract is cancelled AFTER the Cancellation Period (three business days is over). Mrs. "C" states in her complaint that "she did not sign this". This is incorrect, she did. Again, refer to the attached document. (All signatures highlighted). ¦
C. Mrs. "C" SIGNED the NOTICE OF CANCELLATION for this agreed contract and this agreed amount (see attached). It was signed on
D. Mrs. "C" was only asked to give a 301 deposit of the total which is $1428 x 30% = $428.40. Mrs. "C" opted to give $600.00 and leave a remaining balance of $828.00. This was agreed to by both parties.
E. Mrs. "C" opted to FINANCE the balance of $828.00.
A. Mrs. "C" applied for CREDIT APPROVAL (this is
B. Mrs. "C" was approved at 6.9%
E. Mrs. "C" received NOTICE of her FINANCE approval via mail on Saturday, August 16th IF SHE WANTED TO USE THE FINANCING. She still DID NOT sign neither the required "Cardholder Terms" nor the ***** ***** "Notice to Cancel/Invoice" document (see attached) that would execute her financing. So, her financing wasn't in place yet because we did not get her that paperwork or signatures yets. At this point she was just "APPROVED". No permanent financing was in place.
F. The Application is for ***** ***** HOME PROJECTS — **** CREDIT
A. Mrs. "C" came to my Office on
B. She asked me "WHY" I'm sending out Credit Cards to customers. I told her Best is not. It's ***** ***** providing this cards under the approval to finance their project with Best. I gave her an analogy of most finance companies. I told her many finance companies send "preapproved Credit Cards in the mail". Some send them without one even applying for credit. This is what ***** ***** does. I told her SHE DOES NOT have to activate them and she can simply throw them away.
C. I walked Mrs. "C" to our exit door personally. I looked her in the eye and I asked her, "
D. At approximately , Mrs. "C" called into the office. I was gone for the day. Per our voice recording (ON
A. The next morning, Tuesday, August 19th, I arrived at my office at approximately . On my desk was a note to contact Mrs. "C". Mrs. "C" and I talked and I told her that her CANCELLATION is
B. Mrs. "C" basically said she did not believe me. I told her, regardless, she was
C. Mrs. "C" stated she wanted her deposit back. I told her
outright.."NO". I explained that we executed a lot work on her behalf and held to our obligations to the contract.
D. Mrs. "C" stated she wanted everything "itemized" on the costs we extended and that she was getting an Attorney. I asked her "why"? I told her she was "completely overreacting". That I could not understand her constant anger and frustration. I told her lets just keep the contract, get her window installed, and she can deal directly with me, the owner. She said "NO".
E. I told Mrs. "C" that her use of Attorney would be a "complete waste of time for her and I". I never said, per her words, she would "lose".
Via the documents and order of events, she is in the wrong. I also told her via the TERMS of Contract (see attached) which she signed, we did not have to give her back the 30% as we, again, extended services.
F. Mrs. "C" stated we at least owed her the difference between the $600 and the 30% ($428.40) ...a difference of $171.60. I explained to Mrs. C. that more than $600 was spent towards as part of her window was made. She again pressed for an Itemization. I told her, we don't owe her that explanation. She then stated that she would pursue her Attorney and I told her to contact mine.
G. She also mentions in her complaint about the estimated Start Dates. They are APPROXIMATE. It states
A. The units, again, were placed into production on Tuesday morning at 700am. The glass units were cut and set for assembly. The vinyl was pulled from the racks and cut for assembly. This material and effort is a waste now (See Attached Production Sheets)
The order of events has been provided. The details are in the explanation and the supporting documents. The fact is Mrs. "C" is trying to cancel AFTER her cancellation period has ended. She's asking for money that she is NOT DUE. Efforts were extended on her behalf by Best Window & Door Company to uphold our obligations.
Mrs. "C" was NEVER misled. That fact that she uses the terms "feels bullied" is QUITE ABSURD. I've spent MUCH time talking to her personally face-to-face and on the phone. I asked her if she was "COMFORTABLE" and "HAPPY" and did everything so assure she as okay with proceeding even AFTER the cancellation period has passed.
It is Mrs. "C's" fault that she cancelling so late. Her hand was NEVER forced to finance. She was APPROVED ONLY. She stated she wanted the window. She signed a CONTRACT. She signed a CANCELLATION. She signed the TERMS of CONTRAT. She remitted money.
Mrs. "C"'s argument of "three days to production" has no value. It is not Best Window's responsibility to answer to Mrs. "C" when and how we produce our products. Although we did produce within three days of measure, this means nothing. Our obligation to Mrs. "C" was to MAKE HER WINDOW in accordance with the agreed contract which we did. Her argument of cancelling has no value. Her calls and efforts to cancel are
Mrs. "C" was NEVER misled. How could I be possibly be misleading her if I personally spent 20-30 minutes with her ensuring she understood all items and making sure she was okay with the order? Not too mention the office phone calls? Every request she made was acted on promptly and addressed. She was never ignored and pushed aside. We were ALWAYS hones with her.
This entire process is misuse of the BBB process. The BBB process is for
companies that take advantage of customers. We DID NOT do so in this instance. Mrs. "C" has reached out to the BBB in a final effort in hopes to get support for her money back.
Best Window & Door Company WILL NOT remit Mrs. "C" any money back on this
issue. She is in debt to us for $29.19. We will take no further action on
this issue and we will assume it's closed. If Mrs. "C" wishes to pursue legal means, or further action, we will respond accordingly with
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
BBB's Final Determination: After reviewing the information provided by all parties, BBB determined that the business handled the matter appropriately, and no further action was needed.
Read Complaint Details
Complaint: I saw this company's TV ad that said that if you call by a certain day they will sell you doors and windows "bogo," (buy one get one free). They would also come to my house and do a home inspection free just for calling, $350 value. I called them, I was needing a new front and back door. We set up an appointment for them to come out. Their salesman came out and ask what I was looking for? No inspection what-so-ever. We looked through his computer at what they had, and I picked out a front door. When we started looking for my free back door, he told me that I would have to pay additional for the installation of the back door. The price of the front door was to be $1,883 installed. I said how about a storm door for the front, they are cheaper and they was going to have to remove and re-install the old one anyway when they installed the new main front door. He stated that their storm doors was high priced and that I could get one much cheaper at a local home improvement store. I ask if my current storm doors, front and back could be repaired? He inspected them both and said they could fix them both. We agreed that they would install a new front door and repair my current storm doors (front and rear) in exchange for the free back door for the $1883 price. When their guy came to take measurements for the new front door he stated that they could not do the repairs to the storm doors and that he would call the salesman so we could discuss other options. I called the salesman later that evening, he had not yet talked with the measurement guy, but would call me the next day. He did not call the next day. The following day I called their office to cancel my order and request return of my $600 deposit. This company's BOGO is BOGUS.
Desired Settlement: I want my $600 deposit back and for this company to stop their false and deceiving advertising.
I have received and reviewed the complaint filed by Mr. *** ****** (**** *** *** *** ****** ** *****). After investigation into the matter, I offer the following response.
1. Mr. ****** was visited by our Factory Representative on
2. When our associate arrived, he acknowledges that he asked Mr. ****** "What are you looking to do today" and Mr. ****** lead him to his Entry Doors for replacement where the conversation began. Mr. ****** DID NOT state to our Associate that he would like to have the free home inspection done. Our Associate stated that he did not conduct the "Free In-Home Analysis" as he felt that Mr. ****** only was focused on his Entry Door replacement and Mr. ****** never mentioned it to him.
3. The Associate did create various door designs for Mr. ****** of which he decided on the 400 style design (see attached). The full price with installation WITHOUT TRAVEL CHARGES should have been $2650.35.
5. Mr. ****** then expressed interest in possibly reducing the price of the project by just replacing the front door with a Storm Door. Our Associate was CORRECT and CARING in being honest with Mr. ****** that he could "acquire a Storm Door" much "Cheaper" from a home improvement center as our doors are "expensive" and can run up to "$1000.00 based on designs and styles".
6. The Factory Associated DID acknowledge that he looked at the existing Storm Door and believed that Best Window could provide repair service to it.
7. The contract was signed and agreed to for
8. Via the TERMS OF
9. Upon measurement by our Technician, it was determined that Best Window DID NOT have the ability to repair the existing Storm Door as we do not carry the appropriate parts to do so correctly.
10. Mr. ****** NEVER contacted our office to explain that he
did not reach our Associate and that he had any questions or was dissatisfied.
11. Mr. ****** contacted our office on
12. Mr. ****** was mailed his deposit back in the amount of $600 on
The purpose of Mr. *******s BBB Complaint is not justified and is inappropriate.
1. Mr. ****** did not qualify for the BOGO
2. Mr. ****** was still awarded $1000.00 in savings by our Associate for his order.
3. Mr. ****** never asked to have the Energy Analysis conducted when our Associate was there.
4. Mr. ****** never contacted our Office stating ANY dissatisfaction nor requesting any explanations on pricing nor informed us that he desired the Free In-Home Analysis or that is "was not done."
We would have gladly sent an Associate back to him to conduct one had we known.
5. Mr. ****** CANCELLED his order PAST the cancellation period. Best DID NOT have to honor this request but did so.
6. Our Factory Associate only meant to help Mr. ****** by attempting to repair a broken door that is NOT of Best Window make.
7. Best Window DID NOT ignore the attempts to repair the door. We tried to during the measurement process but found that we did not have the parts to do so......................
8. Best Window NEVER neglected Mr. ****** nor mistreated him nor overpriced or mislead him.
9. Our BUY-
10. Mr. ******'s deposit was returned.
In summary, Best Window & Door Company is confused as to where Mr. ****** was misled, mistreated, or taken advantage of during the sales process. In addition, Mr. ****** never contacted our Office directly to relay that he did not hear back from our Associate. And the delay in response from our Associate was only one day. It was not as if our Associate took weeks to respond. Mr. ****** only gave our Associate a day to respond and then apparently cancelled.
In addition, Mr. ****** never gave Best Window & Door Company ANY^ information that would indicate he was unhappy. How can we respond if we do not know he is unhappy?
Best Window & Door Company considers this matter closed. Mr. ****** has received his deposit back and we have honored a cancellation well past its approved period. Best Window & Door Company would gladly apologize to Mr. ****** for any wrong doings. But, Best Window & Door Company is very confused as to what it actually "did" that was "wrong"?
And, the BOGO
BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved
Problems with Product/Service
Read Complaint Details
Complaint: The end of October 2013 we hired Best Window & Door Co. of Johnstown PA to install 10 windows and 1 big living room window. The cost came to $5810.00. We got the "**** **** SERIES. "When I came home from work and saw the new kitchen windows I told them immediately that I hated them. I asked them to put my old windows back in. The framing around the windows is ugly, the windows are more vinyl than window as compared to my old windows. Now that the weather is warmer I cannot even reach the top latch to unlock the windows to open the kitchen windows. I hate the kitchen windows. We believe that we were mislead. Best Windows salesmen promised us 2 things that were incorrect. He told us that all the new windows would NOT sweat, but they actually caused puddles of water on the wood window sills damaging the wood sill in the living room. He also told us that ALL of the J Channel would be replaced around ALL the windows, but installers only replaced three sides and not the bottoms, leaving them on and they are old and wavy. Also the installers replaced seven windows but when they got to the kitchen they did not remove all of the old window but installed new windows inside of the old frames. The installers told us that they could have installed a full size window but that the guy that measured sent the smaller window. If we had known that they were going to change their method when they got to the kitchen we would have said "Forget it, do not do the kitchen." They replaced the WHOLE window on the first seven, what was the big deal about "replacement" style windows when they got to the kitchen. The first seven were also replacement style windows. We paid $2000.00 on September 14, 2012 and we paid $3000.00 on 10/12/12. I called and wrote to Best Windows about the issues and said I would pay the rest of the bill when I'm satisfied with the service. They told me if I did not pay the balance that they would eliminate the warranty on my new windows. We have pictures if needed.
Desired Settlement: We want Best Windows to refund $1575.00 for the two kitchen windows and damage to the living room window sill and we want the J Channel job completed.
I have received and reviewed the complaint filed by Mr. & Mrs. *** ******* (*** ******* ******* ******** **). After investigation into the matter, I offer the following response.
BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.
|5/23/2012||Problems with Product/Service|
|10/17/2011||Problems with Product/Service|