ComplaintsforArizona Window and Door Store

• Initial Complaint

  05/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  SUMMARY:We Spent $20,072 on Six windows and a Sliding Glass Door. Replacement needed on Sliding Glass Door Frame and Window. Six Months Later and NO repair or replacement done. The excuses are constant and the blame is on the manufacturer. These items are on a Lifetime Warranty. A Six month Wait is unacceptable service. I have been beyond kind, beyond patient and extremely tolerant of every excuse and blame. We want our money back for the defective window and sliding glass door, allowing us to hire someone to replace They committed to a lifetime warranty, we feel scammed. Details are below:DETAILS:$20,072 Project Installed November 13, 2023 (Deposit and Remaining Paid In Full)November 14, 2023 Called **** the Salesman next day regarding defective door and sent defensive texts and referred *********************, Service.November 22, 2023 ******* sent a tech out to assess the flaws and he confirmed the door was defective and a new window needed replacement. Fixed minor flaws on frames.Nov 27, 2023: I drove to the store and met ***, VP of Operations and he agreed, all needed to be replaced. ***** in service began working on my case.***** kept me informed that the manufacture shipped only part of the order. The blame on the manufacture still remains today as of May 17, 2024 (six months later).April 11,2024 (five months later) they were scheduled to install part of the door frame and the full window. They called to inform me the door was the Wrong color. Five months in the waiting and now we are Back to square one. They claim to order the door again.Received a call from ******* on April ************************************* regarding the door and manufacture.Now I have a new window that is separating from the window sill and the outside house/wall. This needs to be added to the claim. Left ******* a message on 5/14 to check status of door and window and to report new office window claim. no reponse Left ******* a message on 5/17 again, no response.

  

  Business response

  05/21/2024

  ******,

  First I would like to express my sincerest apology for the amount of time that it has taken to get your issues resolved. All of the issues that you are having are 100% covered under the lifetime warranty and as replacement parts are required by the manufactured to correct the issues, we are working with the manufacturer to get us the parts that meet the required quality. The issues with the separating around the windows is something that we do not need any parts for and we can get these corrected quickly. 

  I will be giving you a call shortly today 5/21, to discuss next steps with you, as well as confirm our meeting at your home this Thursday 5/23 with the manufacturer representative. 

  Thank you, 

  *************************

  Director of Operations

• Initial Complaint

  01/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Filed a previously complaint on this issue. #********. Door was installed finally on 12.26.2023 and we still have issues. The hardware mechanism/door handle is lose and does not fit correctly. The door does not shut correctly, screen door does not shut as well. The nails are protruding from the wood when they installed the door. Poor workmanship and mechanics of the door are poor. We should not have ever had this door installed if they company does not fix it and make it right. We have no recourse and for such an expensive door we could have done better at ********** or ****** because this is a poorly made patio door. I have called and no one returns my calls or texts. I also, have filed a complaint against the manufacturer Coeurd-Alene Window Company and they will not respond as well. Appears they don't care and won't fix it. Next step is to take legal action to get something done. Would like repairs made or refund us the money so we can get a functioning door that works.

  

  Business response

  01/30/2024

  ******, 

  I am very sorry to hear that there continue to be issues after that have not been resolved. We care very much about your satisfaction and will continue to work with you come to a resolution on your project. I will be reaching out to you shortly to discuss the next steps with you. 

  *************************

  Director of Operations

  The Window and Door Store

• Initial Complaint

  12/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased Patio Door and since 7/21/2023, we have had nothing but problems. Door was installed in October 2023. Remaining parts that we paid for are: blinds, tinted glass, screen door and door hardware which was damaged when door was installed. The Window and Door Store is now referring ** to the manufacturing company in *****. We have no contact and have no information on the remaining parts that are due to us. We cannot get the complete door finished. The company should not have sold us a door if they cannot provide the product. Would like a refund as now the door does not have all the components we paid fo. Recently been working with **************** to resolve issues and he will not assist. He refers us to the manufacturer that is causing the problems in *****.

  

  Business response

  12/08/2023

  ********,

  I apologize that this issue has not been resolved for you yet. I will be reaching out to you shortly to discuss your project and I will care for getting this completed for you.  

  *************************

  Director of **************************************************************************************************************************************************************** 400
  

• Initial Complaint

  07/06/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  2/6/23 Placed order for Provia steel front entry door with ****, paid $3624.53 down with $1208.17 due after installation. **** told us it was no problem to have friends supervise the installation in our absence as we are snow birds and were leaving April 1st. 4/21/23 ****** the installer told our friends the trim was mismeasured and needed to be reordered as the width wasnt wide enough for the security door (which I told **** that we planned to keep) and a new door needs to be ordered as the handle was mis drilled.4/21/23 After multiple calls to **** and production manager ******** called the company and asked to speak to the owner. I was referred to service manager ********. She told me the trim and door were reordered.5/26/23 I sent Tifffanee this email and received no response: My husband and I have been very patient with the errors and delays in our door project. We request a discount of 50% on the final payment as compensation for the inconvenience.6/30/23 ******** scheduled 2nd installation attempt: installer ***** called me and said that the cladding for the door was damaged and he wanted my decision about whether he should just install the door today and re-order the damaged parts, or if we preferred to wait until that arrived. I told him to wait. ***** said hed speak to *** and have the damaged parts re-ordered.******** didn't respond to my messages that day. I reached her July 3rd. I told her if she couldn't answer these questions by the end of the day I preferred a full refund. 7/5/23 No response; I emailed ******** and copied ***, ****, and Dow (I found Dow's name as president in his responses to recent similar customer complaints submitted to the ********************* and requested a refund of the $3624.53 deposit and that the order be cancelled.Attached is a door photo which now doesn't have the security door or dooorbell camera which makes us uncomfortable.Their website touts an A+ BBB rating rather than an A- which is misleading.

  

  Business response

  07/14/2023

  ****,

  Thank you for taking my call and allowing me to hear what you experience has been. I appreciate you taking the time to give me the feedback and come up with a solution to make this right for you. Per our discussion we have scheduled the project to be completed with your contact here in *******. I will personally inspect the work as it completes and follow up with you. Please do not hesitate to contact me if you need anything.

  sincerely,

  *************************

  Director of Operations

  Arizona Window and Door Store.

• Initial Complaint

  05/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paid 40k to this company on April 10, 2022. They promised to make me 8 sets of custom iron doors for my **************** Valley. They finally called me in January of 2023 to start the install. It is now June of 2023 and the project is not complete..-doors leaked the night after they were installed -some doors were not set right. You can see light, so they were not fabricated correctly.-the correct primer was not used on this metal. I have paint chipping right and left on these doors -One glass panel is chipped already -Two of the doors had to be reset, wasting my time and money because they were not done correctly -I have emailed and called and no one seems to care about my frustration -i brought out a different contractor to give me his opinion on things, and each door has issues -I have filed a complaint with AROC, and they are set to investigate. Bottom line is I paid a significant amount of money for an inferior product. And my hopes of getting this resolved soon have dwindled. I don't want future customers to go through what I went through and continue to endure. I have rated them on ******* Yelp, BBB, and the Arizona Register of Contractors. I hope customers spend their money elsewhere. I sure wish I had.... Up to this date, I have paid the 66K. I have to paint my home interior and exterior. The baseboards are not done and neither are any adjustments..... They don't show up when scheduled, and the subs are just as flakey. None of the divisions talk to each other... It's maddening to the customer, because I look at their work daily.

  

  Business response

  06/02/2023

  Dear *******,
  I'm genuinely sorry to hear about the series of issues you've encountered with your project and the service you have received. At The Arizona Window and Door Store, we always strive to provide high-quality products and excellent customer service, and it's clear from your experience that we've not met these expectations.
  I take your concerns very seriously and apologize for your project delays. Moreover, the lack of responsiveness and coordination you've experienced from our team is not up to our standards, and for this, I extend our sincerest apologies.
  Your feedback provides me an opportunity to investigate, rectify, and improve. We are committed to resolving these issues promptly and ensuring your satisfaction.
  Please expect a call from ********************* our Director of Production to discuss the next steps.
  Thank you for bringing this to our attention. I regret any inconvenience caused and assure you of our commitment to resolving this situation to your satisfaction. I understand that we have a lot to make up for and are ready to take the necessary steps to rebuild your trust in our company.
  Best regards,
  Dow ******
  President
  The Window and Door Store

• Initial Complaint

  02/22/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Estimate # ********** Have contacted ******, scheduling numerous times.****, Head of service *******, sales They do not return calls or schedule the completion of project.

  

  Business response

  03/02/2023

  
  ***, thank you for taking my call, I sincerely appreciated the time you gave me and your feedback regarding the *** than perfect experience you have with our company. I my commitment you to correct the outstanding items and to care for items that need to be replaced, I appreciate you working with me/us to bring your project to a conclusion. I will stay in communication and if you have any questions or additional concerns please do not hesitate to reach out to me.
  All the best,
  Dow ******
  President
  Arizona Window and Door Store.
  

  Tell us why here...

  Customer response

  03/02/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***************************
  
   
  

• Initial Complaint

  12/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On December 1-2 2022, we had 16 windows installed from Arizona Window and Door Store. The first problem occurred on the first day. The crew manager told us that morning, that the install we agreed upon with the company could not happen as planned. According to the crew manager, the person assigned to measure the windows from the company was supposed to come again to make sure the install would be correct. However, AZ Window and Door Store never sent him/her. There was also no communication from the company about this, so we had no idea there could be a problem. As a result, we were promised an install for months that the company could not do correctly now (or at least the crew said it "could" be done, but with modifications that would affect the windows' appearance/functionality, which is NOT what we agreed or paid for). We were assured that the next best option would be to cut exterior stucco to install the windows. We purposely did NOT pick this when we purchased the windows, since we would have to pay to repaint our house (which the company does tell customers when discussing install methods). The install method we had originally planned with the sales associate and manager over the course of months, was to have a **************** "step" installed. No one ever told us there would be a problem until the day/moment of (after ordering the windows in July). The customer service and the lack of preparation for windows we paid for, was unsatisfactory. After the install, I called the company complaining that I felt there was leaking from the new windows since the stucco was still left damaged. I got a response from the manager that the "windows were installed properly." I was assured all would be fixed once stucco was repaired.After the stucco was left damaged, the stucco manager was supposed to arrive the next day to survey the house, but did not show or communicate with us. I had to call and complain to Arizona Window and Doors, but I was told there was "nothing they could do on the weekend." The stucco crew came the next week and finished the job on the week of December 5th, after two days. The subcontracted stucco crew from Arizona Window and Door store, left hazardous materials, including styrofoam, installation, nails, and jagged metal stucco framework, throughout our property (see pictures). Upon closer examination, I found 4-5 inch pieces of stucco (with the same styrofoam attached to prove the window styrofoam all over the property is from the crew), along with the stucco wire with sharp edges, nails sticking out of huge pieces of stucco. Although some debris from a messy job can happen, the crew left this in excess, along with other trash (cigarette butts). In addition, they splattered stucco on a wall that did not have a window, that we would now have to pay to have repainted. Although the stucco crew was subcontracted, they were hired and paid through Arizona Window and Door Store. We feel they are ultimately responsible for the damage and cleanup. This complaint is based on the fact that we paid for the windows, did not get the install we were promised months prior, did not get communication about a potential install problem, and then the stucco repair by the company left additional stucco mess and damage on our property. This has caused us time/money to clean.

  

  Business response

  12/27/2022

  I would like to thank Mr. and ************* for bring these concerns to our/my attention. I spoke with ******* on December 19th and reassured her that we will correct all items while understanding the inconvenience this has caused. ***************************, our production manager, meet with ******* on Friday December 23rd.***** has a complete list of the items of concern and has assured Mr. and ************ that we will care for these items as well as reimburse them for unexpected painting expenses. I have also confirmed that when we have cared for all the items of concern, we will have an honest conversation regarding financial good-will.This is not the kind of experience we deliver to our customers, while understanding that this has been Mr. and ***************** experience we will work with urgency and good faith to correct these items of concern.

  
  Sincerely,

  ***** *****

  General Manager - ******
  Arizona Window and Door Store

  Customer response

  01/18/2023

  I am not sure how to respond. Since the complaint was closed some things have **** done by the company, but there has also been more problems and more of the company dragging their feet. 
  
  We had a window leak, causing water damage. Then a window came apart. Still things are not being repaired. What are next steps? As far as the BBB is concerned,  I am sad complaints are closed so quickly. I feel the businesses get off easily. I couldn't respond while the complaint was open because the company hadn't fulfilled their promises due to the Christmas holiday, so to be fair, I had no idea if they would do as they promised or not. 
  
  Please let me know how we can handle this. 
  
  Thank you,
  ************************;

  

  Business response

  04/21/2023

  Hi *******,
  I would like to thank you for working with ***** ***** and allowing us to correct the concerns with your project. I know ***** is working to schedule a time to meet (hopefully next week) to ensure we have completed the work to your satisfaction. Please do not hesitate to reach out to me if you have any additional questions or concerns. I can be reached at *************.
  Sincerely,
  ****************
  President
  Arizona Window and Door Store

  Customer response

  04/24/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. This resolution would be satisfactory to me IF problems are resolved and prevention of future problems are addressed. In the last week, we have two new issues with the windows, adding to the numerous complaints. We are still awaiting discussion of financial compensation due to these countless problems with manufacturing and installation (leaks caused by plugged weep holes, windows continuing to separate requiring gluing, windows not sealing, track issues, etc. More problems seem to occur even after repairs are made. I will wait for the business to perform these actions. If it does, I will consider this complaint resolved only once I notify the BBB as to the details.
  
  Regards,
  
  ***********************
  
   
  

*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. ↩