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:09/26/2025

  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.

  On 6/9/25 I purchased three windows and two French doors and had them installed. After the installation, the French doors showed flaws in the trim and paint peeling on the trim divots that were sharp edged all along the trim. When I cleaned and wiped that area feeling the sharp edge, the paint came off all four door doors. I called Seaway and they said its not their product that they made so they cant replace it, but they will come and try to paint it and sand it Or I could pay another $1200 and have different doors installed. Cheaper sliding glass doors mind you. That I do not want. I said I was not going to be paying for anything since this is a faulty product that they provided me. A supervisor and worker came out and they looked at it and said they would sand it and paint it and see if that remedy the peeling paint and sharp edge marks all along the trim.Finally on September 25, 2025 the worker from Seaway came with enamel paint, sanded the trim and sharp edges and painted the plastic trim . On 9/26 2025 I attempted to wipe over the area to ensure the paint wouldnt peel as it did before. And its coming off everywhere now where they sanded all along the trim in the divot areas. So I have grayish colored very expensive French doors with white showing through all along the trim where it is the paint coming off when you touch and wipe it. This is a flaw with the product and the attempt to remedy it. I shouldnt have to have spent approximately $9000 on four doors that the paint peels. expensive doors with white streaks and peeling showing on the gray doors all along the trim. I can only upload two pictures, but I have over 50 spots on these doors.I either want my money back or different doors that this is not going to occur with French doors. I went by the packet of hundreds of reviews provided thinking it a reputable company that would stand by their product. They told me they wouldnt replace the doors unless I paid an additional $1200 cheaper doors

  Business Response

  Date: 10/02/2025

  Timeline
  Contract date: March 11, 2025
  Installation Completion: June *******
  Manager & Salesperson Jobsite Visit: July 1, 2025
  Service Review Visit: August *******
  Service to Sand & Paint Issue:September 25, 2025
  Homeowner Complaint to BBB:September 26, 2025
  
  Synopsis
  Ms. ******** complaint has to do with entry door plastic glass plant s**** cap covers on the interior of her new doors. Some of these caps did not initially sit flush to the surface.
  We were contracted to replace two doors and three windows on March 11, 2025.  In the course of the installation, we discovered rotted wood beneath the threshold of the doors.This was replaced, to include attaching new floor joists to the rim joist and sill plate. This work would normally have incurred additional charges totaling approximately $1,000 but was done at no cost as a gesture of good faith.
  Ms. ******* immediately had an issue with the plastic caps (trim divots in her complaint) that cover the screws on the plants (the inserts that hold the glass panels). Some were indeed misaligned, but Ms. ******* did not care for the appearance of even the ones that were not.
  We visited the jobsite to assess the situation, and then contacted our door supplier for their input. They said that these could have been done better but were in fact to their standards.  They offered to send new door plugs with touch-up paint, which they did.
  When we informed her that we would come back to set these to get a better finish, Ms. ******* was not pleased, stating that she wanted to get all new sliding patio doors instead at no cost, which was not a realistic option.  As a compromise, we offered to leave the doors in place and replace the plants with a capless option at a cost of $300 per glass panel, with all four panels to total $1,200.00.  This cost reflected both a discount from our supplier and a 50% reduction in our normal labor charges, again a good-faith effort to satisfy a customer. Again, this cost was to replace the glass panels in the existing doors, not for cheaper sliding glass doors as Ms. ******* stipulates.
  Ms. ******* then visited our showroom to view the new capless door plants, which she approved, but did not want to pay for the upgrade, claiming we should have shown her this option before.  However, the cost of this upgrade would have been the same if she had selected it originally as we were going to cover the installation costs.
  She then accepted our offer to re-set and paint the plugs.  We have performed this service for the other customers.  We had our Service Technician stop by on August 22 to review the project before scheduling the work.  He described the work he would perform to *********** she was skeptical but approved the work.
  On September 25, our Service Technician reset the new plugs,sanded them for a flush finish and painted the entire surround with ******* ******** paint to match the existing color. Upon completion his assessment was that everything looked good, and ********** appeared to be satisfied with the work.
  Less than 24 hours later, Ms. ******* wiped over the freshly painted trim and it came off as stated in her complaint, filed the same day (September 26).  This clearly was not enough time to allow fresh paint to cure. The recommended cure time by ******* ******** for handling newly painted surfaces is 2 weeks.
  We feel we have made every effort to satisfy Ms. ******** concerns but are willing to consider any reasonable further remedies. Thank you for your attention to this matter.

  Customer Answer

  Date: 10/27/2025

  
  *** L
  10:32 AM (1 hour ago)
  to me
  
  Hi, well, I want to respond to the businesses explanation. 
  Seaway windows failed in their response to address not only the sharp edge divots on the trim of the french doors. ( NO one Showed me a sample of the flaws or explained that it would look that way when I purchased it! No one would be willing to purchase trim on a door or in their home that has dents in it with sharp edges. Its not appealing.
  BUT, Additionally, And more importantly,  the paint came off the divots when they were wiped because evidently theyre plastic, and Paint doesnt adhere to plastic unless its some type of epoxy ?? 
  I dont know if the rest of the trims plastic, but the paint came off the divot initially from the get go  at the beginning when they were installed!
  Then they wanted me to pay the $1200 more to redo the windows which is out because I had already spent tens of thousands !
  So they brought a guy out to sand the divots and paint them . Well, the paint came off the divots As well as the trim .again and you can see it. Its white and the doors are grayish. 
  They are saying I didnt give it enough time to dry After painting after painting, The painter told me it would be fine after 24 hours ,and  it was  dry.
  The came off the Divot area that is plastic. 
  And now its been weeks and its _____still coming off _____so explain that its not because it was freshly painted ?? How is this defect of peeling paint on dented/divoted  areas on trim on French doors my problem? I paid thousands of dollars for these !!!
  There needs to be a remedy for the situation that I did not cause, and it should not be at my cost !
  It is a faulty product ! please advise? 
  
  Thank YOU,
  *** ******* 

  Customer Answer

  Date: 10/27/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  

  
  
  Hi, well, I want to respond to the businesses explanation. 
  Seaway windows failed in their response to address not only the sharp edge divots on the trim of the french doors. ( NO one Showed me a sample of the flaws or explained that it would look that way when I purchased it! No one would be willing to purchase trim on a door or in their home that has dents in it with sharp edges. Its not appealing.
  BUT, Additionally, And more importantly,  the paint came off the divots when they were wiped because evidently theyre plastic, and Paint doesnt adhere to plastic unless its some type of epoxy ?? 
  I dont know if the rest of the trims plastic, but the paint came off the divot initially from the get go  at the beginning when they were installed!
  Then they wanted me to pay the $1200 more to redo the windows which is out because I had already spent tens of thousands !
  So they brought a guy out to sand the divots and paint them . Well, the paint came off the divots As well as the trim .again and you can see it. Its white and the doors are grayish. 
  They are saying I didnt give it enough time to dry After painting after painting, The painter told me it would be fine after 24 hours ,and  it was  dry.
  The came off the Divot area that is plastic. 
  And now its been weeks and its _____still coming off _____so explain that its not because it was freshly painted ?? How is this defect of peeling paint on dented/divoted  areas on trim on French doors my problem? I paid thousands of dollars for these !!!
  There needs to be a remedy for the situation that I did not cause, and it should not be at my cost !
  It is a faulty product ! please advise? 
  
  Thank YOU,
  *** ******* 

   

   

   

   

   

   

  Business Response

  Date: 10/31/2025

  In reviewing this reopened complaint, we would like to note the following:

  
  Ms. ******** main issue, the sharp edges on the plugs that cover the s**** holes (divots in her complaint), is not indicative in any way of a defective product. The majority of doors sold in ******* over the past several decades have been constructed in this fashion, and most other homeowners have had no issues with this and similar products in our experience. We did attempt to satisfy her concerns by sanding the plugs flush and then painting them.
  
  
  On the visit to assess her initial complaint (prior to the service visit), we noted damage to the doors from her dogs scratching at them. We made it clear at this time that any such damage would not be covered by her warranty.
  
  
  Our technician who performed the sanding and painting says that he did not specify a specific length of time for the paint to dry, but did tell Ms. ******* to allow it to cure, as it was still wet upon his departure. Given that her initial complaint to the BBB was filed less than 24 hours later, it is clear that she did not heed this instruction.
  
  
  We would reiterate that as part of the initial installation we performed approximately $1,000 worth of extra work at no charge (replacing a rotted sill); and that in an effort to rectify this issue we offered a remedy to replace the door plants (not cheaper doors as Ms. ******* suggests) at a significant discount from retail. Both were done in a good-faith effort to satisfy the customer.

  
  We regret that Ms. ******* remains unhappy with the outcome but feel we have made every reasonable effort to bring this matter to a satisfactory conclusion. Thank you.

• Initial Complaint

  Date:01/12/2024

  Type:Billing 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.

  My Mother left an amount of money $2188 for installation of a door. She dis not really give me many details. I did not receive any details from Al at Seaway windows about monies that would be due when he contacted me. I told him I could not afford to pay any more money and the Estate had not been settled yet. He kept trying to negotiate with me about a storm door. Also Josh from Seaway kept calling me to schedule the door installation. I also told him that I could nor afford to spend any more money. I finally scheduled the installation after being contacted more than 20 times. Harassment. Nothing was explained to me about what the process was or that I would owe additional monies. Then they just sent a bill. I never made a contract with Seaway. I did not settle my Mom's estate until January 5 of this year. PA law says the Estate must be settled first. In addition any claim must be presented within one year of the contractees death. The door was not even completed until November 3, 2023.My Mother passed away 11/21/22. If I would have known they were going to bill me additional money I would have canceled the installment and gotten the money back. They also damaged the woodwork around the door. I have a picture that is available on demand. It is my opinion that since they never made a contract with me neither I nor the Estate owe them any money. It is well after the year they had to present a claim to the estate. They should have communicated details to me and that there may be monies owed. My parents used Seaway windows for many home improvement projects. I am VERY disappointed that they did not honor the commitment that my Mom displayed to them over the years.

  Business Response

  Date: 01/23/2024

  Our contract, dated August 2nd, 2022, was with *** ****** parents, and was for the removal and replacement of an entry door
  and a storm door. A deposit was collected at the time of contract signature, but a remaining balance remained as work had not yet been completed.  In early 2023, *** ***** informed us that her parents had
  passed away, and that she would still like to have the entry door installed. At
  this time she requested that we delete the storm door replacement from the
  contract to reduce the cost. We made this change. *** ***** *nformed us that
  she would contact us regarding installation once the matters of the estate were
  settled.
  

  In October of 2023 we received a voicemail from *** ***** stating that she wanted to schedule the contracted work. Installation was
  performed on November 3rd, 2023. In addition to the contracted work,
  we reinstalled the existing storm door per her request, at no additional cost.

  
  On project completion, our office personnel followed up to make sure *** ***** had received the final invoice and she informed us that she did not intend to pay,
  as the contract was not in her name. We attempted to establish a dialogue with
  her in order to reach a resolution, but she did not answer multiple phone calls
  and refused a certified letter. Given the absence of any response, we were left
  with no choice but to file a lien in order to recover the balance due plus
  applicable legal fees.

  
  We were unaware of any damage to the door frame as a part of the installation; however, we
  are happy to inspect and service any remaining issues according to the terms of
  our warranty, once the account is paid in full.

  
  While we are more than sympathetic to the loss of her
  parents, it is clear that *** ***** acted in bad faith by informing us that she
  wished to proceed with the contracted work when she quite apparently had no
  intention of paying for it. We remain open to negotiating a resolution, but as
  noted we have been unable to reach her by any means.

  Customer Answer

  Date: 01/24/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  
  
  Regards,
  
  
  
  ******* *****