Complaints

• Initial Complaint

  11/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We had CDW install French doors in February 2024. They nicked one of the hinges and said they would repair it the following week, but that didn't happen. In November 2024, we noticed a visible gap between the frame and the door. This gap is wide enough to allow insects into the house. I have called several times and emailed CDW, with no return callS or response. I would recommend you do not use this company. They say they have a lifetime warranty, but as another reviewer stated, that means a "lifetime to get service." BE WARNED!

  Business response

  11/20/2024

  *** was unaware of the issue and has immediately reached out to the homeowner.  CDW is in contact with the homeowner and is working with them to resolve any outstanding issue.

  Customer response

  11/22/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** *********

• Initial Complaint

  08/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased 28 windows + sliding door so large job. We were told 2-3 weeks for the windows . Took 2+ months,delayed our move in. before installation they measure so this is not included in the 2 months . Total was closer to 3m. Then I had one large widow with shutters,was told no worry then can install from outside . Well they have a clause for shutters that the sales person skipped over .They are not responsible for it. So they did remove the shutters and damaged my window framing. Asked sales person and he said who told you that we wouldnt remove the shutter .All hear say .So getting past that and having to throw away my shutters. the people that installed were hard to communicate with given little English . He said i will come back and finish my framing when other windows are ready. Waited a month for remainder windows to be installed . It was a different crew. We tried to explain framing repair and he said I didnt do the installation so not touching it .after I found one window with the vinyl already separating .All this Im contacting the sales person that keeps say contact customer service, no reply! I received the customer service email. Received 1 response with no solution.Complained more .had a manager come and agree it needs repair. Again no response,over a month. Also they only have 1 type of lock for all windows, locks sit upside down depending on direction of window installation . I complained, mine are side by side. I have one locking up the other down . I told the manager that this is not right. Someone could think its unlocked and try to break in. It just looks bad overall . I was not told this is their practice with the locks . Even when I complain to customer service and my sales person no one told me till I talked to the manager . Oh and one of my windows were installed with opening wrong side. Their solution well bring it up so they can reinstall lol , yea right like I want more people to come and mess more things up with no response .

  Business response

  08/23/2024

  CDW is working with the homeowner to address their concerns and resolve any issues.

  Customer response

  08/29/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  02/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On January 12, 2024 two gentlemen from CDW came to my house to examine windows which have failed and need replacement. There are a total of 4 windows. In addition, part of the outside wrap needs replacement as the paint is peeling off. The two workers said they would submit the work order for the replacement windows and I should hear from someone regarding installation in several weeks. I called on Tuesday February 12 and spoke to ***** who said someone would be calling me within 48 hours to schedule installation. I never received a call back. I called again on February 19 and after being transferred several times and being on hold for 10 minutes, I was told I would receive a call back. I never did. I wrote an email to CDW on 2/19 explaining I never heard from anyone. **************** wrote back on 2/20 that she forwarded my request to her manager and that someone would get back to me ASAP, still no call back. I wrote again on 2/24 indicating no one has called me and that I would be filing a BBB complaint on 2/26 if still no call back. As of this date (2/26) I have not been contacted by CDW to schedule installation of the replacement windows.

  Business response

  02/26/2024

  CDW will contact the customer asap to coordinate any work needing to be done.

• Initial Complaint

  08/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  05/03/23 we signed a contract with CDW to replace our sliding door going out of the kitchen to the backyard. We had many questions about the door, many of which the salesman called into his company in **************** to get the answers. 5/12/23 ****** came to measure. 7/7/23 the door and installer arrived. Along with the door not looking like the style the salesman had assured us we would get, the "screen door was dented, seals were flawed, weather strip frayed, op sash has circular scuff, hardware pack missing, needs bigger casing" This is what the installer wrote on the completion report. We tried calling the manager, ******, but he would not return our calls. On installation date we became skeptical that the door had been measured correctly since there was about a two inch opening at the top of the door once it was in place. 8/15/23 CDW notified us they could be at our home to rectify the above problems and two installers would arrive. 8/25/23 one installer arrived with a replacement window for one side and a replacement sliding door. He knew nothing of the previously stated problems and couldn't find the screen door that was listed. When he went to replace the window it was too small. The sliding door was too large and could not be changed. We were very upset. I called the salesman, *************, the Santa ***** office, the manager. We are so fed up we want them to take their door back and return our money.

  Business response

  08/31/2023

  California Deluxe Windows has spoken with the homeowner and is working with the homeowner to complete the project as per ongoing conversations.

  Customer response

  09/06/2023

   
  Complaint: 20531873
  
  I am rejecting this response because:  We spoke with the **** ***********************,  of CDW twice concerning this matter.  We requested that we be reimbursed for the money we have paid for this faulty door and that we did not want their company to give it "a third try" The second conversation was very one sided and he did not seem to want to  hear that along with the faulty slider that the quality of the installation was sub par.  We responded again by email on 9/2/2023, including pictures, saying that we did not want their company employees in our home once again.  We have already had a local contractor come to look at the slider and are arranging a date to have it replaced.  We still would like  to reimbursed for what we have already paid.  We think the $1100 check paid on 7/6/2023 should not have been collected since the installation was not completed that day because of the admittedly faulty door.   That check was cashed on 7/9/2023 even though the Santa ***** office would not return our calls that week.  The installer said they expected the  final bill be paid that day and we refused.  We now feel we should not have paid any additional money since the installation was not complete.  
  
  Sincerely,
  
  *****************

  Business response

  09/11/2023

  CDW and the homeowner have agreed to a refund amount and homeowners agreed once received this would close this issue and concern.

  Customer response

  09/15/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************

• Initial Complaint

  02/04/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Second time sending this in cdw came out to do what they erroneously call a water test by pouring one little cup of water in the window drain. *****, cdw technician, said that the simulated the rain that we had and therefore I should not have had issues with the windows. However, the board for our condo association had to hire outside, third-party to do a real water test and unfortunately both of the windows all leak within minutes. This cost the association a lot of money to do this test. This company sells defective units and it continues to sell them. I am beyond disgusted and will be taking this to an attorney as well as to the media because they cant solve the problem. My house is suffered tons of water damage. Do not ever use this company!

  Business response

  02/16/2023

  CDW RMO and General Manager met with the homeowner on the job site.  As per homeowner and CDW agreement, CDW will be addressing the homeowners concern by changing out the windows.

• Initial Complaint

  01/16/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Do not use CDW. Their products continue to disappoint. Paid almost $20,000 for windows that continue to fail and cause major water damage to my unit. I contact them and they can never get someone out immediately. I demand they pay for all damages associated with these faulty windows.

  Business response

  01/26/2023

  Business Response /* (1000, 5, 2023/01/17) */ CDW received notification of a request for service on January 14 a Saturday on which we are closed for the weekend. On Monday the 16th CDW left a voicemail for the homeowner with the intention of scheduling the service but were unable to connect. CDW is doing everything they can to coordinate a service that works for both parties. FYI today is January 17th. Consumer Response /* (3000, 7, 2023/01/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) At this time the scheduled date for the "inspection" is Jan 30. That is completely unacceptable. There is severe damage from the faulty windows and I don't believe this company understands the urgency to prevent mold! In addition this is the second time that this company has come out to our association to deal with faulty windows. Business Response /* (4000, 9, 2023/01/20) */ *** has offered an earlier date, however the homeowner is out of town and requested to keep the existing date. Consumer Response /* (4200, 11, 2023/01/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) CDW was not able to offer me an earlier date that was acceptable as I informed them that this is an urgent matter that must be addressed. This the second time that windows have failed and my house has flooded. I would prefer not to have mold growing in my walls or my floors. In addition other units within our community have also submitted complaints to this company for faulty windows. The 25th is not acceptable as this is simply 2 days earlier than what was provided. In addition I have to travel for work so I can't entertain this date.

• Initial Complaint

  09/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We got a quote in June, decided to move forward with it. When we reached out to our sales guy to see how progress was going, he told us our installation date would be August 1st. Because of this we started construction on our roof and exterior painting, since all of those jobs need to be completed in a certain order. So for August 1st, we arranged childcare, took time off work and then no one showed up. When we tried to reach out to the company, it took at least 7 tries to get someone on the phone who actually works there. After a lot of hassle and time we found out our windows wouldn't' be installed until September 16th. So we went back over our contract. Turns out they have to install within 90 days of start date and they're only allowed to collect 10% cash as a down payment. They required 30% cash down, which we had already paid, and were going to install 13 weeks after start date. When I notified them of these breach of contracts, they called back and said they had September 9th open for installation (91 days after start date). This was still 5 weeks past our quoted time but we understand things are taking longer these days. But we had to move forward to complete the roof and painting so those jobs were finished before window installation. On 9/9 they installed a defective window in our primary bathroom and left trash everywhere, I even stepped on glass the next day. They scuffed up our walls, chipped our railing, chipped paint on the outside, and left glass shards in our flower bed (we have two young kids and a dog, who thankfully didn't find it first). I've reached out about servicing the defective window and they've failed to schedule an appointment or get in touch for the past two weeks. And they breached our contract. The only real resolution is repairing our defective window in a timely manner and being compensated for the hassle and since our painter had to come out and patch stuff up.

  Business response

  10/05/2022

  Business Response /* (1000, 5, 2022/09/30) */ CDW completed substantial amount of work within 90 days including the manufacturing of the items as per the contract. CDW has scheduled a service with the homeowner and will take care of the outstanding issues. Consumer Response /* (3000, 7, 2022/10/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) They sent a rep to look at repairs needed. He ordered new glass to replace damaged glass and was incredibly knowledgeable and helpful. However, in response to their note about completing the work within 90 days, our contract date was June 8th. Our install date was September 9th. That's 93 days after our contract date. Also we were told during the initial quote that CDW makes everything for their windows in house - we found out that is not true. I would never use this company again and do not recommend them to anyone. Business Response /* (4000, 9, 2022/10/03) */ As we previously stated as per the contract the SUBSTANTIAL portion of the project was completed within 90 days. I'm not sure where the homeowner got their information, however all of their products were fabricated in the *** factory. *** does not create raw materials like glass or ****** however it fabricates the end product. In any event *** is ***** to take care of of any of the homeowners outstanding issues. Consumer Response /* (2000, 11, 2022/10/04) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  08/31/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased new windows from California Deluxe Windows in 2017. When these windows were purchased they came with a nine year warranty and or service guarantee. For the last eight weeks, calling once a week, and filing tickets via their website we have not received any meaningful response. After sending them a demand letter via e-mail we received one response with an offer of an appointment but it was not confirmed or honored as requested by me in writing. In other words they did not confirm the offered appointment and they did not show up to service the windows. In general they are a non responsive company and appear to not want to honor their warranty. Looking at their online reviews it appears I am not the only one having this problem and I also had problems with this firm in 2017 while they were installing the windows.

  Business response

  09/12/2022

  Business Response /* (1000, 5, 2022/09/01) */ CDW had some unforeseen circumstances that complicated our response which we apologize for. The service was completed as per the original request. Consumer Response /* (3000, 7, 2022/09/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) The technicians did come, however the fix lasted for one day and the screen is broken again. Same problem the right section of the screen is stuck and will not open. The technicians only lubricated the door and obviously something requiring more than lube is needed. Business Response /* (4000, 9, 2022/09/06) */ We have scheduled another service with the homeowner to replace the screen. Consumer Response /* (4200, 11, 2022/09/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) Technicians arrived. They installed new screen door. They appeared to be having quite a lot of difficulty adjusting the screen door for well over one hour. The screen doors do not mate properly at the top and you have to push with force to get them to mate properly. Talking with the tech they said this is how they are, but this is not how it worked originally when it was installed with the old screen. It was very smooth and had no mating issues. Also the screen door latch is not mating unless I force the top section together with my hands. I can upload a video to ******* if it is unclear what I am saying. I'm attaching a picture so you can see what I'm talking about. I think at this point you need to call me to have another discussion on how to resolve this.

• Initial Complaint

  08/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On April 6,2022, I agreed to the purchase/installation of French doors from ********** ****** ******* (or **** in the amount of ******** USD (order ***** / photo 1). Accordingly, I remitted the agreed upon deposit of 548.80 on 06Apr,2022 and subsequently paid another ******** on April 8,2022. On May 26th, a *** employee (*** ******* arrived to begin the installation of the door on our property. I received a call from my wife (while in ***** for work) stating that there was an additional charge of 2,100.00 due to having to replace a 1ft section of wood due to "dry rot". On the afternoon of May27th, *** returned - only to leave stating that he wasnt feeling well. After returning from my business trip, I observed that the *** employee had removed/discarded multiple sections of my existing deck that had not needed to have been removed - including a section of bench seating and both the left & right side railings near the doorway. In addition, sections of flooring planks had been removed - with holes existing where the previous planks had resided (photos). After several calls to ****** ****** I finally got the *** trailer which had been left in our driveway since May 27th removed on June 10th. On June 16th, *** returned to attempt to complete the installation, on the afternoon on the next day (June 17th) he wrapped up the job stating that a *** employee ************ would be stopping over to install the screen lock that was missing. I paid another ******** to *** prior to *** leaving on that day. Upon inspection, the work performed by *** was woefully poor, an employee for another contracting firm fell through one of the replacement floor boards that *** had installed. In addition, the outside electrical outlet cannot be opened due to the shoddy install, the entire set of sliding doors is not level - resulting in a significant gap. And we've been told that the doors will leak within the next several years. Efforts to remedy with *** have been a waste of time. Please HELP

  Business response

  08/29/2022

  Business Response /* (1000, 5, 2022/08/16) */ We are working to coordinate a time with the homeowner to come out and address any outstanding issues.

*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. ↩