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:04/30/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  We placed an order with Illumination ********************************* for (6) ******* Fir Doors, (2) Pocket Doors and (1) BiFold doors for a total of $18,095.55 on January 23, 2025. We received a delivery on April 15, 2025. We immediately noticed that two of the doors were in Knotty Pine versus the ******* Fir we ordered. One **** Fir was door hinged incorrectly and one **** Fir door for the laundry room interior was measured incorrectly and lastly one **** Fir door that arrived with black streaks because it was shipped ;laying down on teh delivery truck. We notified our designer and Illumination ******************************* of all the errors the same day we received them. Illumination ****************************** did not respond to our messsage. April 16th, after emails went unresponded, my designer sent an urgent email to *** ******, ****** ******* (General Manager) and *** Mondalak of Illumination ****************************** requesting a resolution immediately. April 17th a representative met my ************* at our home and noted for himself all of the errors. They agreed to reorder the correct doors and gave us a delivery date of on or before May 5th, 2025. On April 30th, I spoke to ******* ******* to inquire about the status of our door exchanges that we should receive by May 5th and I am told they have not received confirmation of the delivery from their vendor. Mr. ******* communicated that they do not manufacture anything on site and they use third party vendors. Mr. ******* stated "we are waiting on the vendor", "we will let you now when we hear something". I responded by asking him, "how they follow up" and he says, "he is waiting on an email". I asked Mr. ******* where the vendor is located and he said, "he did not know". They have held up our move for three months and we still do not have an eta for the doors we ordered on January 23rd, 2025. We want our doors or our money returned so we can order doors through another provider. We are hoping that you can help us.

  Business Response

  Date: 05/27/2025

  Dear Better Business Bureau and Illumination Customer,
   
  Thank you for your feedback and the opportunity to address your concerns. We sincerely apologize for the inconvenience and delays you experienced during the fulfillment of your door order with Illumination Window & Door Company.
   
  We acknowledge that the initial delivery included several issues, including incorrect wood species, a mis-hinged door, a mismeasured unit, and a damaged product. Upon being made aware, our team conducted an in-person inspection on April 17, 2025, confirmed the discrepancies, and initiated a replacement order through our third-party vendor.
   
  Although the production and delivery timeline was impacted by vendor-related delays, we remained in active communication with the supplier and closely monitored the progress to ensure accuracy moving forward. We are pleased to confirm that the correct ******* Fir doors, including the pocket and bifold units, have since been delivered. As of [completion date], the project is complete.
   
  We appreciate your patience throughout the process and value your business. Should you need any further support or service, please dont hesitate to reach out directly.

  Customer Answer

  Date: 05/27/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  Illumination windows and doors has completed this action and, I consider this complaint resolved.
  
  Regards,
  
  ****** ******