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:12/03/2024

  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.

  The enclosed blinds in my doorglass broke. My first mistake was seeking the same brand for replacement. ********************************* said that the warranty wouldnt transfer to me from the previous homeowner. I was given a list of places where I can purchase from. On 06/19, I placed an order with **********. It was delivered on 07/17. During product inspection, we saw that the plastic frame was separating from the glass unit, which we expected to be pre-attached. Despite what appears on ODL HowTo videos, we were later told that their preattached comment referred only to preinstalled screws. During installation on 07/21, we followed the instructional videos and product manual to a T. Literally minutes after the install on 7/21, we sent multiple messages to ODLs Contact Us page, emails, and social media, reporting that the FINISHED PRODUCT SEEMED OFF, as there were still considerable gaps in some sections between the frames and the glass. With my original ODL glass insert the frame was completely evenly flush. On 07/29 I called their 800 number. *** blamed me for choosing **********. I was transferred to ODL ********** Account Manager who introduced herself as *****/Angy. She was worse than the first CSR. Condescending, said I needed to caulk and tighten screws more for proper installation (this is actually inconsistent with their official instructions). Finally advised me to call ********** for a replacement since their unit may have come with a WARPED FRAME. "It happens". I told them I would open a warranty claim. Per CSR **** *****, I sent pictures of the frame gaps and rainwater leakage. Issue is so obvious I welcomed them to send their tech if pictures were not enough. *** Angy and an outside territory manager dismissed the issue (again. like how many times will they try it?) said just tighten it with a handscrew driver. Unbelievable. Bad product, worse customer service They don't stand behind their product and will waste your time with excuses and blame shifting.

  Business Response

  Date: 12/15/2024

  Hello, thank you for reaching out about your enclosed blinds and providing detailed information. We have reached out to our customer service and sales teams to gather communication and documentation surrounding your experience. We will respond to this complaint again this week (week of 12/15/24) to provide resolution options. Thank you.

  Business Response

  Date: 12/18/2024

  ODL would like to provide an update on this case. We have contacted the customer directly about her concerns, and a representative has visited her home to view the product. We have offered to order her a replacement unit. We have coordinated with a third-party contractor to visit her home and inspect her door prior to installing the replacement product. At this time we feel we have fulfilled the customers desired outcome.

  Customer Answer

  Date: 12/18/2024

   
  Better Business Bureau:
  
  ODL representatives reached out to me. Conditionally accepting the business response, based on their promise and expectation to get the issue resolved by January 2025. 
  
  Sincerely,
  ********** ****** ******

• Initial Complaint

  Date:05/17/2024

  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.

  The product I purchased comes with a 10-year glass, frame, and hardware warranty, the product ( glass) suddenly with no outside impact completely smashed while with no interface or action from any kind, as per warranty closure glass should be covered for 10 years, after several trials and communication the seller decided to denay and not honor the repair or replace.

  Business Response

  Date: 05/23/2024

  Hello, 
  
  We would like to help you resolve your issue. Our customer service team did not see your name, number, or email in their records for replacement request. Could you please provide proof of purchase? This will allow us to determine which ODL product you own and also learn which dealer sold you the product, as we are not a direct-to-consumer manufacturer. 

  We have warranty and product information and instructions linked on our Owner's Information page. *********************************************************
  
  Thank you, 
  ODL Customer Service

  
  

  Customer Answer

  Date: 06/04/2024

  Hi,

  I sending to respond to complaint ID: ******** with the following requested information:

  Costumer details:

   Name: Wail Aboushalaby 

  Cell: **************

  e-mail: ******************** / **************

  Product purchased from Lowes store / *********************************;

  Thanks 

   

   

   

  Business Response

  Date: 06/19/2024

  I see the consumer has responded with their contact information and that they purchased their product from a Lowes home center in ********. In order to provide any additional help or fulfill any warranty, ODL customer service would require actual proof of purchase (in the form of a receipt or other such documentation) so we could determine which product was purchased, and the customer would need to proceed through the instructions on our Owner's Information page at ***************************************************************;

  I see the complaint is still marked closed, but this is what we would request of the consumer given their response.