ComplaintsforDesign Windows And Doors, Inc.

• Initial Complaint

  09/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My doors were installed in September 2022, and I have been experiencing issues with the locking mechanism for the past four months. Despite reaching out to the company, they continue to redirect me to different representatives, causing significant frustration and inconvenience. My doors frequently get stuck, making it difficult to unlock them, which is unacceptable given the amount I paid for the installation. I am disappointed with the current situation and expect the company to address the issue promptly.

  

  Business response

  09/29/2023

  We were not aware of the service needed.  We researched our telephone log and did find one incoming call from their number. This was on 9/15/2023.  We are reaching out to the customer now to set up an appointment to service the lock.

• Initial Complaint

  09/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Design Windows and Doors installed 39 windows and 1 sliding door on February *****, 2023. On May 19th I called Design to report that at least 3 windows were leaking water and sand. After numerous phone messages, emails, and text messages I was finally able to contact ***** at Design who created a service ticket on June 8th. On June 15th the technician said it would take an entire day to address all the issues. He only had time to apply caulk to one window as he had a new installation to do. After two weeks of phone messages and emails to *****, he finally scheduled technicians to arrive on July 7th between ****. The technicians arrived at 12:45 PM. They applied caulk to one window and started cleaning the caulk off some of the frames with a professional cleaner. They indicated that the professional cleaner would be too expensive to continue to use and asked us for dish soap. They stopped when the dish soap didnt clean the caulk off. They installed replacement screens (one screen had a hole) and told me that they didnt have any more time and it was too hot to apply any additional caulk or paint. The technician said the office would contact me in the next week to schedule a new date to complete the outstanding issues. On August 15th. I received a phone call from *****, Project Manager for Design indicating that they had the screens, wanted to review the outstanding issues, and schedule technicians to come out on August 25th. On August 16th I left ***** a voicemail indicating that I had sent ***** an email on August 9th that contained all the outstanding issues and their status and asked ***** to call me back to discuss the August 25th date. As of today, ***** has not called me back and no one showed up on the 25th. It seems that the technician was right when he told me that I was an old customer and not a new paying customer. Addressing my issue costs ********************** money and to not expect a priority response like a new customer installation.

  

  Business response

  09/16/2023

  According to our records, the first crew we sent out to service the issues on June 10th did not do the work they were supposed to. They were subsequently let go.  On July 7th we scheduled another appointment, however, ********* had to leave after being told it would be an all day service and would not be able to be there all day.  Then we sent out our lead ********************************, to fix the problems.  He reported that he fixed most of the issues but that the caulking would have to be painted as there was wind and a sandstorm shortly after our installation which imbedded sand into the caulking.  This would take most of one day and the painting could not be done until the heat wave was over. We are not responsible for repairing the caulking due to a storm but we agreed to do that for her.  The customer requested that we come back to finish the painting in October when the weather would not be as hot, We will be contacting her with a service date in October as she requested.

  Customer response

  09/18/2023

   I am rejecting this response because:

  Based on emails and text messages,the following statements are incorrect:
  The first crew was not sent out on June 10, but on June 15th. (Text message file1).  The technicians were ***** and ***********  They walked the house inside and out and told me that completing all the work would take an entire day and they had another installation to take care of.  ***** (Technician) told me that if I purchased the various paint that they would take care of painting the caulk around all the windows.  Technicians called the scheduler and indicated that a new date would possibly be 6/23.
  Next scheduled crew was June 23, but I had requested several times a confirmation by no later than noon on June 22nd as I had a conflict that needed to be changed or canceled. ****** text message stated Hi *********, I spoke with my lead. I apologize for not confirming with you earlier today, just so we have enough time to get all your needs completed we don't want to arrive late and not have enough time. I'll have a new date for you tomorrow.  ***** didnt contact me again until June 27th. (Text message fileR1).
  ******* has not been at my house to fix any issues since the original installation in February 2023. We did exchange a couple of text messages around March 3, regarding gaps/holes in caulking.  My text message stated that we would not be available until after noon on March 11.  I have not heard from ******* since my March 3, 2023, text. (See Test Msg fileR2)
  On July 7th, technicians were supposed to arrive between **** AM, but they didnt call, but finally showed up until almost 1 PM. (see Text Message file and email files regarding.  I was home all day waiting for them, it was Design who didnt show up in time to complete the work.  The technicians were **** and ***********
  ******* told me that they shipped my replacement screens to Design on July 24, so why havent they delivered in over 6 weeks. Acknowledgement # *******.
  I was told by **** on July 7th that someone from Design would contact me within a week or two to discuss scheduling a date/time to complete the outstanding work that agreed to per my emails.  To this date no one from Design Windows and Doors has contacted me to talk about anything.
  Design decided to install my 39 windows and sliding door when the wind and sand were blowing back in February, even when I questioned them about it.  As professionals they should have known to pick another day and to use white caulk instead of clear.
  Painting is a minor issue compared to the windows that are leaking water and sand because they were not caulked properly upon installation. 

   
  

  
  

  

  Business response

  12/15/2023

  Re: ******************************* Complaint # ********

  A representative from our company as well as a representative from the manufacturer of the windows(Milgard) inspected the windows in question. ******* ordered replacement windows as needed. Once we receive them we will set up an appointment with ********* to install those windows, complete any corrective work and paint where needed.  ********* is aware that we are working on this.

  
  

  Thank You.

  
  

  ***********************;

  Design Windows & Doors

  Customer response

  12/17/2023

   I am rejecting this response because: The last communication that I received from Design was back on November 22.  ** stated the following:We should see those in about three weeks. As soon as I get a ship date (typically received in 5 - 7 business days from order), I will reach out and set an appointment with you for us to go out and replace those units and address all of the issues you went over with me during the walk through.  It has now been almost 4 weeks with no communication or follow-up as promised by Design as to the status of the window ship date, delivery, or appointment date.  Its been 7 months of little or no communication and unkept promises while dealing with extremely poor installation and at least 4 defective windows. Its time for Design to finally step up, honor their communication promises to resolve all my window issues and refund some of the $33.3K that I paid for what I thought was top quality windows and expert installation. 
  
  
  

  

  Business response

  03/18/2024

  We have taken care of all issues that were a result of our workmanship. The manufacturer is remaking a few windows. As soon as they are ready, we will install those and recaulk her windows in white. This is not on the contract. We are doing it as a courtesy for the inconvenience. Once this last service is complete, we will be completely done with this file. I expect it to take 3- 4 weeks based upon what ******* is telling us.

• Initial Complaint

  09/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased 7 windows and 1 sliding door from Design windows and door on 7/31/2019. I have been complaining multiple times ever since my windows and door were installed. My sliding door leaks water into my bedroom and downstairs into my other window that then drains into the blinds window fill and onto my couch and floor. Design windows keep coming out and caulking my windows and door but not fixing the real problem.I had ******* out today 9/6/2023, their finding is fault in installation. The door needs to be removed, caulking and flashing installed and the threshold raised 1-2 inches. The door drain is presently sitting at 1:4 of an inch from the deck. Thats why it cant drain no room to drain out onto so it backs up and drains into the bedroom and below downstairs. I have been asking for the last 2 years for designs windows to come out and fix it they finally sent a supervisor and he said that they forgot to put a piece on unit he door and would schedule to be out. They did schedule to come out on July 15, 2023 but I was already down in Orange County getting ready for emergency surgery on my shoulder. I have been calling back and speaking with ****** trying to get back on the books to get this fixed. I am selling my house and I just want the door fixed so its not a problem anymore!

  

  Business response

  09/16/2023

  We sent our lead installer, ********, and another installer to remove, re-caulk and reinstall  the sliders and windows.  When they arrived, they found that ********* had **** casing installed around the outside of her units after our installation was completed. This casing would have to be removed before we could do the work and we could not guarantee that we could not remove it without damaging it.  She told ******** that the wood had a sentimental value to her and they agreed that she would have the company who installed the casing remove it, we would do the service, and they would then replace it.  We are just waiting for her to let us know when the casing was removed and we will go out and complete the repairs.

   

  Customer response

  09/18/2023

   I am rejecting this response because: the window company has removed the log window effect 3 times in the past.  The gentleman told me a different story.  He said I had to remove the logs and then they would schedule to come back out.  They are going to do more than remove the window and caulk it.  I just had severe shoulder surgery which required muscle that needed to be added in and scraping off the bone.  I cant even raise my arm so I wont be able to touch the logs that all of a sudden the window company wont touch.  My ex husband just passed away  so I cant get him to do it.  My son works full time and goes to college full time so he cant help me either and he is to far away. 
  So my question is now with me selling my house, will the new buyer inherit the warranty on the windows and be able to call your office to get this horrible leak resolved??
  
  
  

  

  Business response

  12/15/2023

  Re:*******************************; Complaint # ********
  
  ********************************* asked us to again come out, remove the wood and sliding patio door and then re-install both. On 11/29/2023 our lead installer went out to do that.  He did a thorough water test and sound that the sliding patio door was not leaking and was installed properly.  He did find out during the test that her siding had some open seams and the water was leaking in from the siding, not from the sliding patio door.  He explained this to the customer and advised her to have a siding company come out and seal the leaks.  Attached is the service report signed by *******************
  
  Thank You.
  
  ***************************
  Design Windows & Doors

• Initial Complaint

  08/02/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I have been billed and paid for all new windows. I have also partially paid for new doors which have not even started. I can't get anyone from the company to call me back and tell me what's going on. I have called and emailed every day and no one calls me back. I have asked for the owner to call me and he is not calling either. They have 75% of my money for work that is partially done, missing one window and 2 screens and all my Cantina Doors.

  

  Business response

  08/08/2023

  ****** ******** project required permits from the city of *** ********.  It took an extremely long time to obtain the permits which we finally received on 8/2/2023.  I then e-mailed ****** an installation date beginning on Monday 8/21/2023 and will take 5-7 days.  She agreed to this and her installation is confirmed.  The situation is resolved.  Please see Attachments, ThankYou.   **** *********

   

   

   

   

  Customer response

  08/08/2023

  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.  Unless they pull a no show again. At which time I will file another complaint. 
  

  This company lies and cannot deliver services on time. My permits took 1.5 months if you even believe them on this but the order was placed in June of 2022 so what went in the other 12 months I’d like to know  
  

  ******

• Initial Complaint

  03/21/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I have a large picture Window in my family room that broke spontaneously. On 2/23/23 **** ******* from Design Windows and Doors quoted a price. I told him I was getting other quotes. He quoted $3500. I asked if I could make a downpayment by Zelle or credit card and he said checks were needed. I gave him a check for $1500. and 300. As I signed the contract I asked about cancelling within 3 days. He told me I just needed to let him know. After getting a quote from Window Guys for $1800. I called and texted **** to cancel the order on 2/25/23. I asked him to return or destroy my checks. I should have put a stop payment on the checks but I trusted **** and his representation of the company. Both checks were cashed on 3/3/23. No orders were placed as **** said someone will come back to measure precisely. I’ve called leaving messages and texted with requests to return my money. No one has responded. This is despicable business practice. I want my money back immediately.

  

  Business response

  03/27/2023

  We looked into this and found that ******** ******** did notify her sales representative that she wanted to cancel. However,  our management and the accounting department was not notified..  We sent out a refund check for $1800.00 (please see attachedcheck copy) to her on 3/23/2023. We  notified her of this..and she should be receiving the check shortly.  We have further implemented procedures and training to ensure that this does not occur again. We deeply apologize for any inconvenience this may have caused her.

• Initial Complaint

  04/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  A week after installation date should have occurred, per contract, I had to call this business to ask what was happening with my project. It was only then that they said it would not be possible to do half the project. Never prior did they call or communicate this to me or let me know. Project installation should have occurred in October. I am now in April and it is still not complete. Their customer service has been a nightmare and communication has been abysmal, at best. At one point, JR said he would take over the project and personally handle it so it was done right. That never happened and I still had multiple other people reaching out to me communicating. I would not trust this company with business. I haven't seen the work they do, but based on the trustworthiness of the entire process, I do not trust anyone associated with this company in my home. They have been unprofessional throughout the entire process. If I could give it negative stars, I would.

  

  Business response

  05/03/2022

  Our company completed her install yesterday 5/2/22. We are scheduled tomorrow 5/4/22 to do service (finish) work.

• Initial Complaint

  07/22/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I signed contract on 4/21/2021 for 3 windows and 2 sliders. The representative ***** *** explained that the lead time is 6-8 weeks. Contract has approximate start date of work to be performed of 6/21/2021 with completion date of 6/24/2021. We had a change order on 5/7/2021 to remove one window, add grids to 2 of the windows, and block frames on slider doors. With the change order made I understand it resets the lead time 6-8 weeks from that date which puts us to 7/7/2021. We did not hear from Design Windows & Doors, Inc. until 7/19/2021 at 3:57pm by email to review and complete documents of window specifications to order the windows with manufacturer. I am not willing to wait another 6-8 weeks due their in house administrative delay. Design Windows & Doors, Inc. is not meeting the contract timeline, therefore I need a full refund of $4,683.50.

  

  Business response

  08/09/2021

  I canceled the contract and refunded their money.

  Customer response

  08/09/2021

  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.

*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. ↩