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This company manufactures aluminum clad/wood windows and patio doors in a variety of styles and types for both new construction and replacement applications.
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A BBB Accredited Business since
BBB has determined that HWD Acquisition, Inc. meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.
BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.
Reason for Rating
BBB rating is based on 13 factors. Get the details about the factors considered.
Factors that raised the rating for HWD Acquisition, Inc. include:
- Length of time business has been operating
- Complaint volume filed with BBB for business of this size
- Response to 6 complaint(s) filed against business
- Resolution of complaint(s) filed against business
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||2|
|Total Closed Complaints||6|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||1|
Type of Entity
Business ManagementMr. Dominic Truniger, Vice President - Sales Mr. Stuart Brown, Director of Business Development & Customer Service Mr. John Schafer , Field Service Manager
Windows Manufacturers & Producers Wood Window and Door Manufacturing (NAICS: 321911)
Products & Services
HWD Acquisition, Inc. sells the following brand(s): Hurd Windows
HWD Acquisition, Inc. offers the following product(s): Superseal Vinyl Windows
Method(s) of PaymentSales are through Hurd and Superseal dealers
Refund and Exchange PolicyProducts are all made to order and not returnable
Alternate Business NamesHurd Windows and Doors
On December 12, 2008, Hurd Windows and Doors, Inc was acquired by Longroad Asset Management LLC of Connecticut. HWD Acquisition, LLC is a division of Longroad Asset Management, LLC. Pursuant to the terms of the acquistion, HWD Acquisition Inc did not agreee to assume Hurd Windows and Door's Inc obligations as it relates to Hurd Windows and Doors, Inc limited warranties. However, HWD Acquisition Inc has agreed to service certain Hurd Windows & Doors products purchased after January 1, 2007. For a complete list of serviceable products, please visit the company's website.
Customer Review Rating plus BBB Rating Summary
BBB Customer Review Rating plus BBB Rating Overview
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Complaint Trends - Last 3 Years
Customer Review Trends
BBB Customer Review Rating plus BBB Rating Overview
BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.
|Customer Review Experience||Value|
|Positive Review||5 points per review|
|Neutral Review||3 points per review|
|Negative Review||1 point per review|
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|3/13/2015||Guarantee/Warranty Issues | Complaint Details Unavailable|
|1/20/2015||Guarantee/Warranty Issues | Complaint Details Unavailable|
Problems with Product/Service
Read Complaint Details
Complaint: Four years ago we had **** ******** install new Hurd windows and doors. Shortly after install and painting, the paint began to peel off the windows. The windows and some doors were lightly sanded and painted again. Again, the paint on the windows started chipping and peeling. After another failed attempt at painting, ****** *********** had the sashes replaced and painted by them. These sashes had slowly begun to chip again. The parts of the windows and doors that were not replaced look like 50 year old windows! In addition to the paint, the several mullions have busted, and fall out on a regular basis. Thirdly, the screens that were provided have mitered sharp corners that scratch the wood when putting them on and off. The screens are very ill-fitting as well, so many gaps! There are nice screens in our den, so I know they have better screens available. Not only do the windows look terrible, but also have exposed bare wood from excessive peeling on the outside and risk further damage from the elements.
Desired Settlement: I need the windows to be completely repaired so NO chipping or peeling of paint occur, or replacement of said windows and doors. Also, replacement of poorly fitted screens with no mitered corners and mullions fixed.
I will need better definition of the mullions that have broken and fall out. There are some simulated divided lite grille bars adhesive applied to the glass. These are not removable. Are these the mullions referred to in the complaint. Are there some removable interior wood surround grilles that snap in and out involved which are removed each time the glass is cleaned?
Hurd is ordering a replacement sash to exchange for a sash identified by the builder as one where paint is chipping from the wood. The paint chipping sash will be returned for lab analysis as the original sashes were replaced with sashes that Hurd applied primer paint to the interior. The investigation will focus on the integrity of this primer paint on the sash in question.
The original order was built and sold with no interior finish on the kiln dried Ponderosa pine frame parts and the original window sashes. An investigation was done in 2011 that eliminated several possible causes and identified the likely cause of the field applied primer and top coat paint. A copy of that investigation will be included with the final report and reply once the above sash with Hurd prime paint is analyzed. The original report may not have been shared with the homeowners.
I would appreciate information on window size of windows where Mr. and Mrs. ****** do not like their screens. Not all windows contain screens and it is a bit unclear from our records of screen color. Screens are not a warranty component as they are excluded from warranty because they are a maintenance type item. I would like to review the screen list, however; for special consideration.
An update will be emailed once the replacement sash receives our best expedite ship date so all will know when the sash exchange for analysis can be scheduled. This claim will need to remain available for an updated response. Please advise if this is possible.
******* ******** *******
Read Complaint Details
Complaint: We purchased their windows for our new new construction home in 2006. Since then we have had condensation build up on our windows which resulted in frost build up and lead to the wood of the windows being damaged. The seals on our large picture window dried up allowing the rain to come in the house onto our wood floor. We had another window where the seal broke and now it is clouding up and we can't see through it. The windows are only 8 years old and we have had problems from the first year they were installed. They were installed professionally by the builder. I have contacted the company regarding these issues but they say there is nothing they can do about it. They are not standing by their warranty or product. They do not have the insulating quality that they claim to have or we wouldn't be having these problems. When we put plastic on the windows in the winter we don't get the condensation problem so that tells us they are not well insulated. We shouldn't have to plastic new windows, especially expensive ones.
Desired Settlement: We would like replacement sashes for the ones that got the most damage due to the condensation and frost build up and the one with the broken seal. Windows are a big expense that we cannot afford again so soon.
Please refer to attached letter explaining where service is available and the distinct difference between the company that sold the windows versus HWD Acquisition, Inc today.
Manager Customer Service
Problems with Product/Service
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Complaint: In June 2013 we had a patio door installed and have issues from the beginning. I spoke to **** ******** and told him that the door was falling apart. Due to the design of the door, the plunger kept falling off and they sent the wrong parts to install it. **** ******** agreed it didn’t look right but tried to fix it. **** ******** and a **** rep came out to fix the door. When they came back out to fix it, they fixed the uprights and remounted the screen door. After replacing the screen door they moved the plunger to the top of the door from its original location. Now when they tried to shut the door the door wouldn’t close due to hitting the plunger. They moved the plunger down lower making more holes in the door. After a few weeks the plunger broke and fell off. Because they haven’t been out to fix the door properly there is no plunger on the door currently. Due to moving the plunger multiple time there are now 6 holes in the door. I told them I wanted a new storm door due to all of the holes they drilled into it. **** ******** agreed and said that they would replace the door to maintain customer service. This was in August and we have not seen a new door and have been getting the run around w/ both **** and **** ******** from ******** Windows and Doors. I tried to resolve the issue on my own by reaching out to ****** ***** and ******** ******** but they have not returned my calls. Due to the fact that we are remodeling their lack of help has held up our contractor costing us time and money. **** ******** said it was going to take a few weeks to get the part to fix which resulted in a month and half of down time. I am very dissatisfied with the customer service and the product and would not recommend them to anyone looking to replace a window or door.
Desired Settlement: I just want them to be responsible for their product and provide the customer service I deserve.
Business Response: Attached is a letter in the mail today to ******. Also attached are related documents that are factors contributing to his situation.
******* ******** ******** **** ******* *** *****
Read Complaint Details
Complaint: This is regarding HURD DOUBLE HUNG Windows…My husband and I are building a retirement home and our local lumber yard recommended HURD. They said they sold their casement windows and their customers loved them. They looked beautiful and the glass looked great… I looked them up on the internet and looked at their example in the store. I decided it looked comparable to an upper grade window. We purchased the double hung and had them installed. First thing that happened my contractor said they were so flimsy when they installed them it took twice as long to install to get them straight. Next thing we noticed was the screens didn’t fit and were so flimsy if you just touched them they would fall out! Next we noticed the mechanisms. Two of mechanisms broke when we tried to open the window. Very cheap! There’s ONLY ONE seal to protect you from the outside. The seal is made of some fuzz with a piece of rubber in it! You can literally put a card, knife etc, thru it…These windows reminds you of a MOBILE HOME window! We called our local lumber yard and they contacted the distributor who was from ********…he came out and you could tell he didn’t care and did not want to be there. He was VERY rude and said they were all jacked! My contractor was there and measured them and proved they were not! We got in an argument and he left! The so called HURD rep couldn’t show up for another week! LOUSY CUSTOMER SERVICE!!! We stopped all sub contractors because we could go on until we get this settled...because these windows are not staying. When he finally showed up he wouldn’t even talk to me he said he was there to fix the windows only!! That’s NOT why I called him…he didn’t care and kept on working and totally ignoring me! They got their money and that’s all they care about…I told him his company misrepresented us about by showing examples on the internet and in the store that wasn’t there window!!! He didn’t say a word to me! VERY RUDE!!!! I told them I did not want these windows and he kept on fixing them instead of talking to me and left!! I have built 3 homes and remodeled 6 homes in my life time! I have NEVER had such BAD CUSTOMER SERVICE!! These are lousy windows for the money! They misrepresent their product! CHEAP MECHANISMS AND SEALS. If I had the money I would sue them…IF I FIND A WAY I WILL…I would say they are worst than 3rd grade windows but they are charging for 1st grade windows! We went thru our local lumber yard. They have been wonderful...they are so upset about this that they said if HURD won't stand behind their product that they will...they are the best! HURD and Guardian are the worst!
Desired Settlement: I would like them to replace them with their casement windows or a full refund...their casement windows are from a different company and are made a lot better. We live on a hill and the wind just howl's thru these double hung windows..
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.
I listened and read everything you want to say. I figured that would be your response. Luckily my lumber yard agrees with me and he is going to replace the windows. These windows cost as much as ******** window. It's a disgrace! I will continue to give bad reviews and post pictures on line for a long time coming. Since that's the only thing I can do to get the word out about these windows! Thanks but NO Thanks! Have a great day!
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Customer Reviews Summary