Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:09/16/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased our manufacturer ******** storm door thru the contractor and was promised and charged for a Series 8000 ******** Retractable storm door. I have receipt for proof and what was installed is a lesser quality / damaged storm door that was purchased by the contractor at ********** - a far less quality product. Ive attempted multiple times and asked for the BROKEN door that was installed to be replaced with the Top quality door I originally order and paid for and I just get a run around or an offer of a repair. UNACCEPTABLE- I did not get the quality door that I ordered or paid for. I was charged $980 for a door I couldve purchased myself for $464. At the local **********. I have been scammed, duped by this contractor and out $980 dollars! I sent numerous messages, texts, pictures and more pictures, requested replacement all to no avail!

  Business Response

  Date: 09/16/2025

  We have been in regular contact with the customer and immediately submitted a warranty claim with ********, the manufacturer. Parts were ordered under ********* warranty, and while this is ultimately a manufacturer issue, we offered to complete the repair at no cost to her in order to expedite the process and maintain your satisfaction.
  
  It is important to clarify that the door does not qualify for replacement under the terms of ********* warranty at this stage. The proper procedure is to repair the door first. Should issues persist after repair, we will work with the manufacturer toward further resolution.
  
  Dracut Window & Door has acted in good faith, above and beyond our obligations, to ensure your concerns are addressed. We remain committed to following the proper warranty process and assisting you in achieving a satisfactory outcome.
  
  
  

  Customer Answer

  Date: 09/16/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [I was informed a new replacement door was ordered. After waiting for a month I was then informed that parts would be ordered to fix the poor quality door that was installed. Then, I got another message that those parts were damaged! And I must wait another 21 days! Meanwhile Im unable to make use if this door because the damage is allowing insects and bugs thru when I have family members with health issues! This contractor clearly misrepresented the door and Im very disappointed and clearly frustrated with this whole process! 
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *********

   

   

  Business Response

  Date: 09/17/2025

   

  We installed the storm door for ********* **** as contracted. The installation was completed properly and without issue. The concern raised is not related to the installation, but rather to a defect in the glass/sliding panel portion of the door itself.
  
  
  This ******** storm door was purchased  and as with any manufactured product, it is covered under the manufacturers warranty. The appropriate replacement parts have already been ordered directly through ******** at no cost to the customer.
  
  
  At no point did we offer or agree to replace the entire storm door. What we did offerand continue to stand byis to install the warranty replacement parts for the customer free of charge, even though we are not contractually or legally obligated to do so. We are offering this service strictly as a courtesy and in the interest of customer satisfaction.
  If the customer is not happy with that resolution we will not replace the door but we will offer to come remove the installed storm door and issue a full refund of the original invoice in the amount of $980.97 if the customer agrees to sign a refund and release agreement.
  
  
  To summarize:
  The installation was performed correctly.
  The issue is a manufacturers defect, not an installation defect.
  Replacement parts are covered under Andersens warranty and have been ordered.
  We have extended an additional courtesy by offering to perform the repair at no cost, though this is not required.
  Issue full refund with customer on the terms of her signing refund and release  and including us removing of  previously installed door.

  
  
  We believe these are fair and reasonable resolutions, and we remain committed to completing the repair once the manufacturers warranty parts are received or issue a refund as described above.
  
  
  Sincerely,
  Steven Rogers 
  Dracut Window & *********
  *************
  
  
  Refund & Release Agreement
  
  
  Date: 10/17/25
  Customer Name: ********* ****
  Business Name: Dracut Window & *********
  
  
  This Refund & Release Agreement (Agreement) is entered into between [Dracut Window & ********* ] (Business) and [********* ****] (Customer).
  
  
  1. Refund
  
  
  The Business agrees to provide the Customer a refund in the amount of $980.97 , as a full and final resolution of the transaction dated 6/5/25 
  
  
  2. Release of Claims
  
  
  In consideration of this refund, the Customer hereby releases the Business, its owners, employees, and affiliates from any and all claims, disputes, or demands of any kind arising out of or relating to the original transaction.
  
  
  3. Non-Defamation
  
  
  The Customer agrees not to make or publish any false, defamatory, or knowingly misleading statements about the Business, its owners, or its services.
  
  
  This clause does not restrict the Customer from sharing truthful opinions or experiences.
  Nothing in this Agreement shall be interpreted to waive the Customers rights under the Consumer Review Fairness Act or any applicable state law.
  
  
  4. Entire Agreement
  
  
  This Agreement represents the entire understanding between the parties regarding the refund and release of claims. No other promises or representations have been made.
  
  
  5. Acknowledgment
  
  
  By signing below, both parties confirm that they have read, understood, and voluntarily agreed to the terms of this Agreement.
  
  
  ********* King 
  
  
  
  
  ______________            
  
  
  Dracut Window & Door 
  
  
  

  Customer Answer

  Date: 09/23/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [Im extremely dissatisfied with both the ******** door, the poor quality and most importantly the flat out lies made by the owner of Dracut W&D. I was promised a quality product and not what I received. Ordered in April, installed in June and still unresolved and no replacement or parts! At this point, Id like the door removed immediately and FULL REFUND of the credit card that I used for said purchase.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *********