BBB Logo

Better Business Bureau ®
Start With Trust®

BBB Accredited Business since

Guida Door & Window

Additional Locations

Phone: (215) 727-2222 View Additional Phone Numbers 2106 S 63rd St, Philadelphia, PA 19142 http://www.guidadoors.com

Print

BBB Business Reviews may not be reproduced for sales or promotional purposes.

BBB Accreditation

A BBB Accredited Business since

BBB has determined that Guida Door & Window 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 Guida Door & Window 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

1 complaint closed with BBB in last 3 years | 1 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 0
Billing/Collection Issues 0
Delivery Issues 0
Guarantee/Warranty Issues 0
Problems with Product/Service 1
Total Closed Complaints 1

Additional Information

top
BBB file opened: August 01, 1986 Business started: 01/01/1950 Business incorporated: 01/01/1974 in PA
Licensing

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:

Office of the Attorney General-PA
Strawberry Square, 14th Floor, Harrisburg PA 17120
http://www.attorneygeneral.gov
Phone Number: 800-441-2555
The license number is PA004617.

Type of Entity

Corporation

Business Management
Mr. Francis Lomonaco, President Mr. Ronald Lomonaco Jr., Sales Manager Mr. Ronald Lomonaco Sr., VP
Contact Information
Principal: Mr. Francis Lomonaco, President
Customer Contact: Mr. Ronald Lomonaco Jr., Sales Manager
Business Category

Doors Windows - Installation & Service


Additional Locations

  • 2106 S 63rd St

    Philadelphia, PA 19142

  • 7 Chelsea Pkwy  Suite 705

    Boothwyn, PA 19061

  • 1
X

What is a BBB Business Review?

We offer free reviews on businesses that include background, licensing, consumer experience and other information such as governmental actions that is known to BBB. These reviews are provided for businesses that are BBB accredited and also for businesses that are not BBB accredited.

X

About BBB Business Review Content & Services:

Some Better Business Bureaus offer additional content & services in BBB Business Reviews.
The additional content & services are typically regional in nature or, in some cases, a new product or service that is being tested prior to a more general release.
Not all enhanced content & services are available at all Better Business Bureaus.

Professional AffiliationsX
X

Types of Complaints Handled by BBB

BBB handles the following types of complaints between businesses and their customers so long as they are not, or have not been, litigated:

  • Advertising or Sales
  • Billing or Collection
  • Problems with Products or Services
  • Delivery
  • Guarantee or Warranty

We do not handle workplace disputes, discrimination claims or claims about the quality of health or legal services.

X

BBB Complaint Process

Your complaint will be forwarded to the business within two business days. The business will be asked to respond within 14 days, and if a response is not received, a second request will be made. You will be notified of the business's response when we receive it (or notified that we received no response). Complaints are usually closed within 30 business days.

X

What is BBB Advertising Review?

BBB promotes truth in advertising by contacting advertisers whose claims conflict with the BBB Code of Advertising. These claims come to our attention from our internal review of advertising, consumer complaints and competitor challenges. BBB asks advertisers to prove their claims, change ads to make offers more clear to consumers, and remove misleading or deceptive statements.

X

What government actions does BBB report on?

BBB reports on known significant government actions involving business' marketplace conduct.

X

Thank you for your feedback!

Help us improve by taking our survey.

X

BBB Reporting Policy

As a matter of policy, BBB does not endorse any product, service or business.

BBB Business Reviews are provided solely to assist you in exercising your own best judgment. Information in this BBB Business Review is believed reliable but not guaranteed as to accuracy.

BBB business Reviews generally cover a three-year reporting period. BBB Business Reviews are subject to change at any time.

X

Additional Phone Numbers

  • (610) 497-2800(Phone)
  • (800) 264-6790(Phone)
  • (215) 726-9504 (Fax)
Find a LocationX

  Change Location
Show Only Accredited Locations


Complaint Detail(s)

10/7/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: In 2011, I attempted to purchase a security screen door from Guida. I gave them a $500 deposit. 30 days later they (Guida) arrived to my home with the wrong door. i specifically told them because of safety issues i really needed to purchase this door this was stated to Guida @ the beginning of the sale. After realizing that the door was measure wrongly by one of the Guida workers they decided to order another door. i haven't heard anything from Guide since that last contact. 30 days later i attempted to call them and leave voicemail messages for someone to give me a call concerning this. and i was unsuccessful with doing so. being that i had to secure me and my family i since then found another way to get a security door installed. i then called Guida every day attempting to collect my money. 1 year later i spoke to someone and they stated that they have the door and it's ready to be installed. i then told this person that i wasn't in need of the door and i will like to have my money return to me. the spokes person for Guida told me that they don't give money back and if I am ready for the door to give them a call back so that they can deliver the door. i just want my money return to me in full. this is nearly 2 years later and i am unsucessful with Guida in resolving this issue. Please advise. Thanks

Desired Settlement: I will like for Guida to give me back my money as soon as possible.

Business Response: Please see attached response.

Consumer Response: [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

 Complaint: *******

I am rejecting this response because: 

I have not received the company’s response.  I have contacted BBB and they have resent it.  I am rejecting the company’s offer.  Guida did not adhere to the company’s contract which indicated a promise to have my door installed within a timely fashion.  Because of their unprofessionalism and unskillful measurements in addition to their lack of communication the door was not installed after they received my promised deposit.  I have not heard from Guida until I contacted them requesting my refund.  At that time a manager said to me that he was going to talk to his supervisor about my request of my refund and then he was going to call me back.  I have yet heard from him.   Guida knew that I didn’t feel safe without the door  this is my reason for calling them for the door and they also knew that it was very important for them to adhere to the promised time frame because of that reason.  Guida needs to know that it serves me know benefit to adhere to a contract only not be extended the same loyalty.   I too have a strong reputation for satisfying contracts for over 48 years and it disturbs me that Guida wants to keep my $500 deposit when they are at fault.  I do not accept their offer.  I just want/need my refund in full.




Regards,

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








Business Response:

We, Guida Door & Window, stand behind our initial stance and response regarding our customer’s  (******** *******) complaint.  According to our written and signed contract, it is the customer who has defaulted on the contract, not Guida. 

 

Our security storm doors are custom, made-to-order, and Guida’s initial attempt to install the security door was within the approximated timeframe we suggested it would take (approximately 4-6 weeks on average).  There is no indication on the contract of a “promised” completion date as the customer has mentioned (see attached copy of contract).   Since all of our products are custom, made-to-order, we cannot write promised installation dates on our contracts.

 

At no fault to the customer, our installer accidentally measured the incorrect door during the pre-measure prior to manufacturing, which prevented us from installing the door on the initial date scheduled with the customer.  Due to the inconvenience of not being able to install the door that day, the customer AGREED with Guida to accept a courtesy $50 credit on the order while we attempted to remake a new door.  The customer accepted this courtesy credit and understood of our intentions to remake the door.  **. ******* did not give Guida any indication at that time, or at any time afterwards, that she would not be willing to accept a new door, nor did she request a refund of her deposit on the door.  Instead, she knowingly allowed Guida to remake a new door.

 

Upon completion in our factory (less than two weeks later), our installer was notified to contact the customer to schedule the installation of the new door.  After several unsuccessful attempts to reach her, our office staff made further unsuccessful attempts to contact the customer to schedule the installation.

 

At no point before, during, or soon after the process of remaking her security door did the customer give our company any indication that she wanted to be refunded or wouldn’t be willing to accept the door, nor did she ever notify us of her intent to buy a door elsewhere or move to a new house.   The customer’s unresponsiveness to our attempts to schedule the installation is an indication to us that she did not intend on accepting delivery of the product.  It wasn’t until earlier this year of 2013 (over a year later), that the customer finally reached out to our company requesting a refund of her money.  Our intentions were never to collect a deposit from the customer without providing the service and product we had contracted, and therefore we attempted again to fulfill the order by installing the door, however the customer refused stating that she no longer lived at the house the door was made for.

 

The fact that the customer has moved to a new house and is not in need of the door is not our fault, nor does it have any bearing on our legal rights to the contract.  Unfortunately, the initial $450 deposit provided by the customer (not $500 as the customer keeps indicating - see attached copy of contract), does not cover the cost we’ve incurred to fabricate the custom sized security door on her order.  And due to the door being a custom size, we are unable to re-use this door on any other customer’s house. 

 

Our Stance:  The customer is in default of her contract with Guida to install a new security storm door due to her unresponsiveness to our previous attempts to schedule installation and unwillingness to accept the product, and therefore has forfeited her deposit and is not entitled to a refund.

 

Our Final Resolution Offer:  Although the initial $450 deposit does not cover the cost that we’ve incurred on this project as indicated, we are willing to restock the only salvageable parts on the door, which is the hardware, allowing us to provide a credit only (not a refund) for the customer valued at the amount of $180, which can be applied towards any future purchases with our company.

 

Thank you for your assistance on this matter.

 

 

Sincerely,

 

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

Director of Sales & Marketing

Consumer Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

 Complaint: *******

I am rejecting this response because:

Guida mentioned that their "security storm doors are custom made to order" in response to that statement why was Guida trying to sell me a door that wasn't custom made for my door frame?  Which  leads me to state that is one more false statement that Guida continues to quote. The representative stated to me that I would have my door made and installed within 3 weeks.  That was a false statement. The courtesy $50 that Guida mentioned was accepted by me only because Guida stated that my door would be installed within a week's time.  Yet again Guida did not adhere to that agreement.

Guida knowingly my need for safety did not adhere to my need for a security door to be installed in a timely fashion nor did Guida contact me to let me know yet again they estimated wrongly on the delivery of my door. 

Guida mentions that they contacted their installer and told them that my door was ready-- but no one contacted me to let me know of this. Also, 2 weeks was not the deadline that was stated to me at the time of the verbal agreement that was made once I accepted the $50 courtesy amount.

I relocated because of safety issues and because of the emergency of moving me and my family that was my first priority. I did not blame Guida for my relocating.  I thought Guida  understood the need for families to feel safe in their homes.  When i did speak to the installer I did inform him 2 months later that I had relocated and wasn't needing the door any longer. I got the installer's number from the receptionist @ Guida.  At that time the installer suggested that I contact Guida in which I did leave several messages within a year's time asking for a return call in regards to this.  I have not received a call from Guida.  A contact was made by me to Guida and then I was told that they were going to get back to me in reference to this concern and they yet again failed to do so.

Guida states that it wasn't their intentions to collect a deposit from me without providing a door yet and still that is exactly what happened. Guida's excuses does not cover the cost of me having to endure the loss financially.  I DO NOT wish to do business with Guda ever again therefore their stance is not acceptable and it's useless so is their excuses.

As stated before I need for Guida to refund me my money and in the future hire skilled workers so that they would not have to mislead customers again in addition to refunding me my money.

Regards,

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








Business Response:

We at Guida Door & Window stand behind our latest stance and response regarding our customer’s  (******** *******) complaint.  According to our written and signed contract, it is the customer who has defaulted on the contract, not Guida. 

 

In response to the customer’s latest statements:

 

·         Guida did indeed manufacture a custom security storm door for the property.  Our records indicate that the opening size of her door was 26 x 77.

 

·         Guida did not promise or tell the customer that the door would be installed within 3 weeks of the initial contract, nor did we tell the customer that the re-made door would be ready within a 1 week timeframe.  All of our security storm doors are custom and made-to-order, including “standard sized” security doors.  Therefore, we always give customers an approximate (not guaranteed) timeframe of 4-6 weeks for completion.  Due to the custom nature of this particular customer’s door with a size of 26 x 77 (which requires special order glass), we could not and would not given a “promise” to the customer of a completion timeframe of 3 weeks initially, and 1 week following the realization of manufacturing the incorrect sized door.  Due to the mistake in manufacturing, our production manager did indeed place a special rush on the re-make of the door by putting it in front of the others in production, and we were able to complete it in our factory in less than two weeks (which for that sized door is not common).  The customer had previously indicated in her initial complaint filed that, after our inability to install the door initially due to the incorrect size, she had to find an alternative option for getting a security door installed, which is untrue for two reasons…  First, it would have been very unlikely for her to find another company to go through the process of selling, measuring, and manufacturing a security door at that size in a quicker timeframe than we were able to re-make the door in less than 2 weeks.  And second, a representative from our company recently stopped by the customer’s previous address where the door was contracted to be installed and noticed that there was not a security door installed on the rear of the house (the entranceway in question). 

·         The customer’s numerous statements throughout each of her responses suggesting that we were knowingly aware of her need for safety with the implication that we did not care for or attempt to accommodate her needs is unfair.  Guida manufactures approximately 70 - 100 security storm doors per week with the knowledge that the intent of these doors are to be installed on home’s in need of security and safety for their families.  We do our very best to accommodate each of our customer’s needs.


·         The customer does indeed acknowledge in her latest response that she accepted the $50 courtesy credit for the inconvenience of manufacturing the wrong sized security door, indicating that she agreed to allow Guida to re-make and install a new door.


·         The customer is not accurate in her description of her contacts with our office personnel.  It wasn’t until earlier this year of 2013 (nearly 1 ½ years after our initial attempts to install the re-made security door), that she contacted the office and spoke with myself, *** ******** ***  At that time, I indicated our continued intent to fulfill the order as contracted, however her response was that she had relocated and that her reasoning for the contact was to request a refund.   It was then explained to the customer that she was not entitled to a refund since she was in breach of the contract by not allowing Guida to install the door.  Furthermore, the signed contract signed by the customer states the following…

 

IMPORTANT NOTE:  Due to the customer’s failure to accept delivery and installation of the security storm door we manufactured for her home, Guida is technically within legal rights to pursue payment from customer in the amount of up to 75% of the agreed upon order amount on contract dated 9/21/13. 

 

The following statement is written on the signed contract that the customer signed…

 

“Should Buyer refuse or fail to accept delivery of the goods or performance of the services covered by this contract, then Seller shall be entitled to liquidated damages in the amount of 75% of the amount of this order.”  (see copy of contract attached for details)

 

Despite this, our intentions are not to enforce this contract and we stand by the following statements from our previous response:

 

Our Stance:  The customer is in default of her contract with Guida to install a new security storm door due to her unresponsiveness to our previous attempts to schedule installation and unwillingness to accept the product, and therefore has forfeited her deposit and is not entitled to a refund.

 

Our Final Resolution Offer:  Although the initial $450 deposit does not cover the cost that we’ve incurred on this project as indicated, we are willing to restock the only salvageable parts on the door, which is the hardware, allowing us to provide a credit only (not a refund) for the customer valued at the amount of $180, which can be applied towards any future purchases with our company.


This is our final response to this complaint.  Thank you for your assistance on this matter.

 

 

Sincerely,

 

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

Director of Sales & Marketing

Consumer Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

 Complaint: *******

I am rejecting this response because:

As previously stated I need for Guida to refund me my money in full.  I do not see any reason for me to endure any more insults from Guida.  The statements that were given to me verbally from the customer service rep & the installer are true.    This spokes person for Guida does not know what took place either of these times he is going by what his workers are telling him in which they are saving their jobs.    I will not be doing any business with this company ever in this life.  therefore, the stance from Guida is no good and serves me no purpose.
 

The spokes person for Guida is trained to dispute i am not.  i find this to be disturbing as well as a form of bulling.  I will like for my refund in full.

Regards,

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








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.

1