ComplaintsforColorado Window & Door Company

• Initial Complaint

  02/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We signed a sales agreement with Colorado Window and Door Company on June 27, 2023 to replace 21 interior doors. This project was being handled by my wife and the total cost was $17,940.00. We paid $8,575.00 in advance.8 months later we have had 11 doors replaced; 2 additional doors were delivered but were incorrectly configured and not installed. The house is in a state of incompletion: trim removed, doors removedthe job still has not been completed. We were told the rest of the doors would be installed 3 weeks after the first wave of doors were installed. My wife called at the end of the 3 weeks and was told that the remaining doors were completing staining and would be installed the next week. It has now been 5 weeks and weve not been called to explain why the rest of the installation was not completed. My wife has called many times for status through this job duration. We get misinformation, work timeframes that are never kept, and other delay tactics. As far as my wife remembers, we have never been contacted with status or reasons for missed work timeframes; she has to instigate all requests for status. There is a serious lack of professional courtesy and communication from this company. We still do not know anything regarding the status of our job. I called Colorado Window and Door Company on Monday, February 26th and demanded the job be completed by March 8, 2024. We have still heard nothing, received no phone calls.Complaint aside:We are not unhappy with the quality of the new doors. The installation being done by **** is perfect.We have been more than patient regarding the timeframe to complete this job. If Colorado Window and Door Company would give us status and keep a date/promise to complete the work, we are still willing to fulfill our side of the contract. How about a phone call, email, letter, telegramanything giving us an idea of when to expect this job to be completed? Is that really asking too much; I do not believe it is.

  Business response

  02/29/2024

  Colorado Window and Door Company would like to sincerely apologize to you.  In our 25 years of being in business, we rely on our manufacturer to promptly expedite the product, so we can deliver and install in a timely manner. The customer, the manufacturer's representative, and ourselves had a conference call to confirm details and estimated timeframe. The representative admitted that the management team was understaffed and any information that we were given we then relayed to you. Unfortunately mishaps continued to happen on their end and we had our hands tied. When we first received the doors and stained them, we found many inconsistencies and issues with the wood and had to return and reorder. It seemed like anything that could have gone wrong, did. Excuses were made by the manufacturer and we only repeated those excuses to you, not knowing. You are correct, **** the installer, came out January 22nd and installed 11 doors. We do have 8 more doors finishing at the pre-stain location this week and will be ready to pick up and begin another round of install on Monday March 4th, by ****.  Which we confirmed with the customer today. We are satisfied with the FINAL outcome of the doors as well, we agree they turned out beautiful! Our apologies once again on this, we hope we can mend our relationship in some way. 

  Customer response

  03/01/2024

   
  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

  06/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We paid Colorado door and window $4,160 to replace 3 windows and fix any exterior and interior trim in April at our rental property at *************************** Colorado ******** ** *****. Original work was started the week of 10 April. The original installer left the job incomplete for 10 days. After finally completing work we used their recommended painter to conduct touch up paint. He observed significant issues with interior and exterior trim install. We tried to work with the company to resolve the issue. After 3 weeks or in action and a partial fix on interior trim we could not get ahold of the business. Apparently their office manager left. It has now been an additional month of two no shows and failure to resolve. They dont answer calls or emails. Another paint company was called for a second opinion and they confirmed significant issues. Company again no showed this week to resolve issue.

  Business response

  06/30/2023

  We did show up and had an appointment set up with the renter for the 27th of june, and they were not home to do the service.

  We are now trying to reset the service call with renter.

  Customer response

  07/02/2023

   
  Complaint: 20254708
  
  I am rejecting this response because: 

  Attempt was made to contact on the 27th and 28th after no notice of installer being on the way or no attempt from the business to contact either myself or the renter on the 27th. The appointment was set for the 27th and Colorado Door and Window agreed to call prior to going out to the property. They were told my renters mother would meet them there. No prior call was made and my renter called 4 times on the 27th without response trying to get an ETA. Colorado door and window finally answers on the 29th and then did non follow up with a new appointment or take any blame. This work was supposed to be complete in April. At this point I cannot keep waiting for them to miss appointments. I need a refund for the poor trim service complete, and have set an appointment with another business.  

  
  Sincerely,
  
  *****************

  Business response

  07/05/2023

  We set up a service call to address this customers issues on Monday July 3rd. We were able to get into the house this time as The renters fathers let us in the

  house. We talked to the customer and sent him pictures 

  of the trim being redone and caulked in. His response was "Thanks appreciate it."

  Customer response

  07/05/2023

   
  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

  11/22/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Colorado Window and Door Company was suppose to install 16 interior doors in my home. They only installed 14 doors and the other 2 doors were the wrong dimensions and never got installed. 10 out of the 16 doors were not installed correctly and Im still missing the 2 doors that they ordered the wrong dimensions of. I have emailed the company explaining all the deficiencies of the doors and the poor performance that I received during the installation. I paid half down before the installation, which was $4100.00. There is a remaining balance of $4100.00 to be paid when the job is finished and completed according to the contract. The job still has not been completed and the company will not reply to my emails or return my phone calls. The company sent me a letter in the mail stating they are putting a lean on my home because the remaining balance hasnt been paid. I have not paid the balance due to unfinished work. The letter says that they completed the job on July 19th 2021, which has not been the case because the company never came back to my home to finish. I have emailed the company asking if we can come to an agreement at this point and I explained to them that I felt like I paid my part which was the deposit due to the poor performance that I received from the company and I asked them to come to an agreement with me that I not owe them any more money due to all the deficiencies with the doors that were installed and not coming back to correctly finish their work. They company will not reply back to me on this matter, but instead is submitting a lean on my home. I will attach my emails I sent to the company, the contract, and the letter for the lean on my home.

  Business response

  11/30/2021

  It'sunfortunatethatthisprojecthascomedowntothissituation.CW & Dhasneverhadtolienoneofitscustomers'housesinour22 yrs of business. On ***** the customer set up a meeting to meet at their house and look over the project and address their concerns. ***************, *********************, Myself (Owner) installer ******************* showed up and met with ****** and her significant other to discuss a solution, which all parties agreed on. We were to re-order two doors that were not handled correctly and order 1 new jamb frame that was damaged from the manufacturer and complete the installation of the doors when they came in. On **** we contacted the customer to set up the installation of the doors that came in and finish the project when she advised us she would call us back when her schedule allowed us to set up an installation date. After that initial contact the customer never called us back. We made multiple attempts to reach the customer again via phone and mail along with a certified letter (sent on 10-18-21) we still had no contact. After 3 months of no contact- either via phone or email we filed to lien the customers house(paperwork sent Nov 4th). On November 19th after the customer received the lien notice she then called and advised she was stopping by to get her two doors and return the two doors that was incorrect( please note she returned one of the doors with damage to it and we can no longer recoup the money for this door; picture of the door is attached). When asked for the reminder of the balance she denied paying it and advised she was going to take us to small claims court based on the job being incomplete. CW & D knew the job was incomplete and so did the customer(s). We have no email-phone record of the customer attempting to reach us to schedule the installation after talking to her last in July. We are more than willing to work with the customer to reach a resolution. Please have her reach out to us.

  Customer response

  12/02/2021

   
  Complaint: 16165315
  
  I am rejecting this response because: I will be emailing your direct email to explain my rejection since I could not submit my response on here because it was too long. Please check your email for my rejection and the attachments I will be attaching on it.
  
  Sincerely,
  
  Ashley Block

  I am rejecting this response because: I am rejecting the response from this Company because I did call the company multiple times regarding the unfinished job, I also sent multiple emails to the company since they were not answering my calls, in which I still had no response to the emails to try to come up with a resolution because they never came back to my house to finish their job that they were suppose to complete. One of the doors that they were suppose to install that was incorrect was actually delivered to my house damaged and I never damaged the door because they left it sitting in my garage like that, I recieved the door that way and delivered the door to the company how I received it. The lady that works at the front desk said that the owner would personally call me to come up with a resolution for all these problems that the door company has caused me; it has been weeks and the owner still has not contacted and he will not reach out to me. Again, I will attach the emails that I sent the company and they never responded to me at all to come finish my job. Per the contract, the company is suppose to finish the installation of 16 doors and case all the doors and jambs as they are suppose to finish the job according to the contract. The company told me they will not case the doors that they installed. I will also attach the contract again as the contract states they will furnish all labor and materials necessary to complete the listed work. When I asked the company, they told me they will not install the casing, which is incorrect according to the contract I signed. I do not owe the company any money at this point because the contract clearly states that I pay the remainder amount at the Complete and finished product of the installion. The company will not finish the job as they still have my 2 remaining doors and a part to another jamb that was installed incorrectly and they will not give me my doors. Again, I need a resolution from this Door company as they have caused me nothing but issues for the work that they stated in the contracted that was suppose to be completed and it never got done. I will also attach the video of the doors that I returned to the company as one door was damaged and I returned it like I received it. This company has not been loyal and has been lying to me about me not contacting them back which I did with multiple emails and phone calls as well. I will attach the emails again that I sent to this company. I used the email on their website when I emailed them. I sent emails on  9/27/21, 9/30/21, 10/29/21. The company received my emails because after I sent the email on 9/30/21, the company then decided to mail me a letter stating they were putting a lien on my house. I need a resolution from this company. Also, according to the lien notice they sent me, it says that they completed the job on July 19, 2021 which is not the case because they are holding my doors and never came back to my house to finish their job. They have lied and have incorrect information on the lien notice letter! 

   

  Sincerely, 

   

  Ashley Block

   

   

  

   

   

  

   

   

  

   

   

   

  

   

   

  

   

   

   

  

   

   

  

   

   

   

   

   

  Sent from my iPhone

  Business response

  12/07/2021

  We apologize for the delay in response we were waiting for a picture of the emails that were sent to us.  Our email address is *************************** I do show in the emails that were sent to us that they are addressed just to office and therefore we never received the emails. 

  We are also getting statement's from everyone who was at the meeting at her house back in July discussing the doors who will state the door was not damaged when we went to install it but was ordered with the wrong handing and or size. 

  We have since reached out again to the customer to come to a resolution and left voicemails.  She called back yesterday afternoon and set up a phone meeting today for 1 pm. She called this morning and advised us that she was in the hospital sick and would call us back when she fells better. We are awaiting for a call back from her to come to a resolution to complete the project. 

   

  Is it possible we can extend this response out for a week to give the customer time to call us back to get a resolution?? 

*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. ↩