ComplaintsforNational Window & Door, Inc.

• Initial Complaint

  02/23/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered two doors to be installed in 11/12/2021. I paid a down payment of $2500.00. the email told me that it would be four months to get the install done. ON 2/22/2022 I went to check on the status of the windows. I was told the doors had been delivered and they could not give me any estimate as to when the installation could be done. I told them If they could not have it done by the end of march I wanted to cancel the installment followed and I was told they were cancelling the install and they would not install the windows. I requested an refund since they were the party that had cancelled the contract. I was told they would only refund the labor cost and not the cost of the doors. I ask them to have the door delivered to my home. They refused. Since they were the party to cancel the contract, I want to entire deposit refunded. They have refused. As of the date of this complaint, I have not an invoice showing the cost of the doors nor have I received a credit of any kind. I was told to leave the business. Salesperson followed me to my car and attempted to prevent me from leaving. I felt threatened and had to kick him to get him to let go of my car door and keep him from reaching in and grabbing or hitting me. I have notified the local police. For my own safety, I wish to not have any contact with this business.

  

  Business response

  03/03/2022

  To whom it may concern:On February 22, 2022, when Mr. ******* came into our office, he already seemed a little upset.  He came in to inquire about a door installation he had with us. The manager told him that his doors were here, but that there was still a lot of people who had ordered before him that were waiting for their installations.  The manager also stated that with the rain, weather or unforeseen circumstances it could delay his job a little longer.  Mr. * did not like that response and begun to get even more upset.  He told the manager he would have his doors installed by the end of March or he didn't want us to install them.  At that time the manager told Mr. * that would be okay, we would remove the labor charge and refund the difference between his deposit and the cost of the doors.  Mr. * did not approve of that response and began cussing at the manager.  It was at this time the manager told him we would not install his doors because of the way he was acting towards him.  Mr. * then stated that the manager could listen to him talk this way because he had five other people fussing at him and he could listen to one person. Mr. * continued cussing and yelling and the manager asked him to leave the establishment.  Mr. * continued cussing as he left.  The manager followed him to the door to make sure Mr. * was leaving.  When the manager turned around and headed back to his office.  Mr. * came back into the building demanding we deliver the doors to him.  The manager told him we would not deliver the doors to him due to his prior behavior within the building.  The manager again asked him to leave. He followed him to the door again.  When Mr. * finally left the building and the parking lot.  The manager came in and told the bookkeeper to remove the labor and refund the difference between the deposit and the cost of the doors, and issue a refund to Mr. *.  The bookkeeper processed that request the same day. (February 22, 2022)  As stated in the agreement that Mr. * signed, all products are special order and once the order is placed there will be no refunds or returns. It also states in the agreement that the current install time is approximately 4 months from the time of order.  depending on many variables. All lead times are subject to change without notice.  I have attached a copy of the agreement as well as the invoice minus the labor and a copy of the refund of the difference between the deposit and cost of the doors. And a copy of that check as well. All dated February 22, 2022. Mr. * does not have to come and pick up the doors himself, he may send someone to pick them up with written permission from him.  

  Customer response

  03/03/2022

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I was not upset when I entered the business. I did not get upset until I was informed that they would not set a a estimated date for me to inform contractors that are working for me. I did not yell at anyone until I was being yelled at. I gave them the opportunity to have an install date set by the end of March and they refused that offer. At that point, National Window and Door cancelled the contract. The doors and "professional" installation service was the contract I signed. I can see how a company would think it is proper to cancel the installation part of the contract and then demand the customer to purchase the product they were to install. They admit they cancelled the contract. They no longer have a valid contract as they  have chosen to void on their own the contract. Their manager should have thought out the result of his actions before he started yelling at me and becoming threating toward me. He was the one who void the installation of the contract. It was not me.I want the entire balance of my deposit refunded.  Regards, **** *******

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