ComplaintsforDHD Windows & Doors LLC

• Initial Complaint

  04/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The window purchased from ***** are faulty and the vendor does not want to come back out to review if the problem can be fixed. I have reached out over the last 6 weeks and ***** has given me the run around. Before filing a suit as this is unacceptable after paying this vendor of $12k for windows that are not functioning properly and as expected. The company has not been helpful to provide a resolution. Since early December water has been collecting in the interior window tracks and not draining as supposed to in the Manual. The company does not want to assist even though warranty list this is required. I would like some assistance to request repairs, replacement or reimbursement for repair work to have this completed.

  Business response

  05/06/2024

  DHD Windows and Doors LLC has had multiple visits and communication points with the client.  The installation and function have been reviewed and are within standards.  Photographs and a report have been sent to Manufacturing for further guidance and reports have come back that the product is manufactured correctly.   All the communication is within ***** Service event # ************* which has included the Customer.  The customer has confirmed that she takes issue with the water collecting in the track but that the water does not leave the track and does not proceed beyond the frame.  We have shortened the lengths of the tracks and notched the sill more than designed to allow for better weeping.   

  There is nothing more that DHD Windows and Doors LLC can do.    There are no further or necessary modifications that are needed or possible to the product.  The product on hand is manufactured to the intended design.

  Customer response

  05/07/2024

  
  Complaint: ********
  
  I am rejecting this response because the installers never came out to the home after I complained about the continued water pooling on the inside window sills visible from the inside windows sills. The description of the window in the manual mentions that the water is to drain from the inside and my windows have not been doing that since installation.  I have mentioned this to ***** on multiple occasions and they have denied coming to my home to review the work and the problem I am continuing to experience on two of the 10 windows installed. At installation, the weep holes were covered with caulking by the install team, which they unsuccessfully fixed when they came to to repair with other install issues- the draining is not working as describe in the response provided, which  is my main complaint . The manual states that the windows are meant to drain water that may collect, this has not been happening since the install and after install fixes made during a 2nd visit. That was the only visit for this issue and all other requests have been denied by ***** for no other reason than denying fault for the reason the windows are not working as intended by the engineers.

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

  Business response

  05/09/2024

  Below is a write-up from our Project Management team:

   

  Once the customers original install was completed on 11/30 our installers report of the job notified us of a few miscellaneous product issues. Following the initial completion the customer herself was concerned with the workmanship of the exterior capping, where she requested a manager come visit her home for an inspection. 
  
  While on site on 12/8 I ordered sashes, screens and weep hole covers all to be replaced due to the fact they were damaged or not operating properly. Our installer was with Alex during this inspection to create a punch list for his team once the recovery was scheduled. We were set to return on 2/2 to address all customer concerns. 
  
  During the duration between the inspection and the recovery scheduled Ms.***** called in to notify Kathleen of “water pouring into her home” on 1/16 only coming from the two sliding window products. We asked for photos from the customer which she supplied, only of water in the track, not any water on the floor/walls or any damages to their home. 
  
  On 2/2 Alex, serviced the sliding windows in question by replacing the weep hole covers to ensure proper operation, replacing the sliding tracks and notching the backside for complete open drainage on the underside since these windows are designed to take on and redirect water. Commonly mistaken as a defective unit with our customers we referred her to the owners manual explaining how this is designed with our ***** engineering. 
  
  Since the recovery in February the customer has reached out to us via phone call on two additional occasions in March stating the unit was “leaking” still. Ms.***** has yet to supply us with any photos of the water overflowing the track and coming down her walls or pouring onto the floor causing any damages. Ms.***** is only experiencing this with 2 of her 10 windows because these are the only two window models designed for this, the remaining 8 units are Double Hung. 
  
  If Alex or service is sent out again in the future we have entirely serviced these units with all possible repairs or modifications and concurs why we have not returned without any supplied photos. 

• Initial Complaint

  03/25/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  My husband and I hired DHD Windows & Doors LLC to furnish and install 7 windows at out primary residence and place of business in ******** *** ****. The contract was signed 09/23/22 and the work was partially completed in May 2023. The window openings were not measured accurately by ******* contractor and as a result they are too small. Due to this error they were not installed properly, nor according to industry standards. A draft is coming through the windows which makes the house cold in winter and hot during summer. We live and operate our business at this property and it is important for us to maintain a comfortable environment. ***** installed 6 of the 7 windows and did not replace a broken lock in one of the windows. During the course of the work the contractor damaged the tiles in the main bathroom, damaged the windowsills at each location and damaged the front awning. I contacted ***** on several occasions to replace the defective windows with the correct sized windows and they refused. At this point I would like a refund of our deposit of $8500 to purchase the correct sized windows from a different vendor. We do not want to continue doing business with DHD Windows & Doors LLC.

  Business response

  04/10/2024

  The windows were measured exactly to the specifications of the contract.   Those specifications were for a replacement installation.  The installation came out beautifully.  The customer is now asking for a full frame installation which was not discussed previously nor something that was contractually agreed upon. 
  
  We have a small amount of work left to perform which we are ready and willing to complete.  The reason it is not complete is because the customer is in violation of her contract which states that we are to be paid upon substantial completion of the work.  We are well beyond that status.  In an effort to resolve we would allow the customer to retain the value of the remaining work at which point we would perform the small amount of work required to complete the job and collect the remaining balance.   All efforts to collect this balance have failed including retaining a collection agency.  We are now in the process of filing suit against the customer to protect our sizable investment.

  Customer response

  04/17/2024

  
  Complaint: ********
  
  I am rejecting this response because: The replacement installation that was agreed upon could not be done correctly because the windows are too small. In addition to the poor workmanship, the contractor damaged the bathroom tiles, the windowsills and the front awning. This is not only an issue of poor workmanship, it is also a concern for safety. I will NOT rest until these issues are resolved. 
  
  Sincerely,
  
  ***** ******

  Business response

  04/19/2024

  The windows were measure by our sales consultant, our installer and our project manager prior to install.  Subsequently they were inspected upon the complaints raised by Ms. ******s.   They are the correct size for the installation method contracted.  That method is the predominant installation method utilized by the window replacement industry.   As repeatedly stated throughout this dispute we stand ready and willing to resolve the minimal outstanding issues related to this order once Ms. ******s makes the payment required by our mutual contract.  Relative to safety concerns this is the first reference of the sort.  If Ms. ******s wants to alert me to such concerns, I am happy to review them.  I can be reached at ********************* as she is well aware.

• Initial Complaint

  04/21/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We contracted DHD to replace all our windows & sliding glass door on 10/18/2022. Our order totaled $26,567 & included 11 windows and 1 sliding glass door. The DHD installation team finished on 2/10/2023, leaving us with 11 functionality issues & multiple cosmetic issues. Functionality issues included a broken handle, condensation issues between interior & exterior glass, a bent frame, a cracked panel, windows installed with broken glass, interior blinds that did not work, a missing screen & a panel with damaged seals. Cosmetic issues included a chip in the vinyl frame of the door, visible bronze exterior paint overspray that we paid more for we paid more on the white interior frame & many corner welds that were metallic rather than painted white as contracted. After 15 total days of no communication by DHD, we were finally given a “recovery installation” date of 4/14. The installation team & 1 service technician could not complete the “recovery” successfully on 4/14 & again left us with multiple issues. The new panel to replace the cracked panel arrived damaged & needs replacing, the wrong size screen was ordered for the missing screen, the wrong size panel was ordered for the panel with damaged seams, our screen door on the sliding glass door will not close properly after the sliding glass door panel with non-working blinds was replaced, the handle on 1 panel is now visibly twisted & bent after the opposite panel with condensation issues was replaced & the largest window installed with broken glass was not replaced as agreed upon because DHD did not send the right team to replace it after having 9 weeks lead time. Gary M****, DHD's sales manager visited on 4/14 & said the magnitude issues was unacceptable but he could do nothing about cosmetic issues & the wait for the rest would likely be 6 weeks. DHD has not provided the service or product we were contractually obligated to receive for $26,567.

  Business response

  04/24/2023

  ***** has been doing turnkey installations for its product line for over 20 years with a great reputation. While products arriving damaged rarely happens, some product did arrive damaged and with limited functionality on this project. We have been working diligently and quickly to resolve it.  We acknowledged this damaged product immediately and were in contact with the customer to address it. We have provided new dates to the customer for the damaged product replacements.  We have apologized to the customer numerous times and have worked hard  to rectify. We are committed to resolving the damaged products and will do so. To reiterate, damaged products are rare, but did happen with this project. Great companies take ownership of mistakes and work hard to resolve them and that is what we are doing. We have made an offer to the customer for a financial credit in addition to rectifying the damaged products. 

  Customer response

  04/24/2023

  
  Complaint: ********
  
  I am rejecting this response because: what DHD dba ***** has been doing for 20 years is completely irrelevant to my complaint, so that holds no merit. *****'s great reputation also has no relevancy to my complaint because 10 of 12 products I paid for and you installed have or still need to be serviced or replaced. In my home you have a 83% failure rate after 2 visits and 7 months and the job is still not complete. The amount of time alone disproves that you have worked diligently and quickly. No one has apologized to me or my wife. In fact your sales manager Gary M**** has been nothing other than aggressive, insulting and disrespectful to us, so we dispute that you are taking ownership of the issues you created, and we further dispute that you are a great company. Your parent company in ** has told us via email that they have offered a financial credit but we have heard nothing from DHD dba ***** at this point. We have the emails to prove this, so whomever wrote this response is a liar.
  
  Sincerely,
  
  ***** ********

  Business response

  04/26/2023

  The General Manager has emailed the customer a full punch list confirming the outstanding scope of work.  He has also provided the customer a $2,500 credit for the inconveniences caused despite being under no obligation to do so. 
  
  We obviously take exception to the classification made by the customer that we have lied and the generalizations regarding our employee Gary M****.
  
  We have taken responsibility for the issues with regard to this order and intend on make it right.

  Customer response

  04/26/2023

  
  Complaint: ********
  
  I am rejecting this response because: in an email to us the general manager for this business states that "the fact that product is related to [this] fix we are constrained in terms of timeliness by the time it takes to get the product.  I can assure you that we are doing what we can to resolve it as timely as possible given that constraint". General manager mischaracterizes the situation entirely and is again being disingenuous, because he does not acknowledge the incompetency DHD has shown in their unsuccessful attempts to try to provide a "fix". For example, on 2/10 then the business's install team noted that largest master bedroom window had faulty seams and was missing screen, the business insisted that project manager come out on 2/17 to notate these issues again. The business then ordered the product needed for the fix and notified us we would have to wait for over 2 months. When the business came to our home to "fix" the issue, the business realized it ordered the wrong sized products and could not complete the fix as promised. The business has now notified us that we will have to wait another 1.5 months for product, and we have to hope that they ordered the right product this time. Another example of disingenuity on part of this business would be ordering the right product to replace a piece of glass it installed broken on 2/10, only to send the wrong team to replace/reinstall the glass on 4/14, so that the glass could not be replaced on 4/14 as promised. We then had to store the glass in our garage for 10 days until the business could figure out how to schedule the right team to come out and fix the issue in our home this business created. So while some of the issues may be product availability related, some of the issues have been directly created by the business and its management incompetency. Whether the business is obligated to offer us compensation or not is irrelevant, because they have done so 1 time verbally and 2 times in writing at this point. However a $2,500 credit is less than 10% of our $26,567 purchase price that was paid in full in November. During that time we've had to take 9 days off of work for this business to not provide what we paid for, and by the time 5/26 arrives we'll have had to take 11 days off work, provided this business completes the work we are owed on that date. We are not confident this will occur by 5/26 because so far this business has not been able to deliver what it has promised on 2 separate occasions. We are also entitled to receive the working product we paid for from this business in a timely fashion, and signing a contract to for them to do so does not give this business and open door to access our home for as long as it needs to complete the project, nor does it mean our lifestyle should be harmed by our having to miss work due to this business's incompetence.
  
  Sincerely,
  
  ***** ********

  Business response

  04/27/2023

  The response from the General Manager clearly stated an apology; “caused by the product quality issues and our efforts to resolve them.”  That is an acknowledgement that we have made mistakes.   We understand the customer is not happy with our effort or the offer of compensation.  While that is unfortunate we remain committed to resolving the outstanding issues in compliance with our contract.  We have provided the customer a list of outstanding items as requested and await his response as confirmation that it is all inclusive.  

• Initial Complaint

  03/27/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I'm writing to you regarding my window purchasing experience [order #*** - customer # *********8 - customer account # 1********* - ***** ****** *** ***** * *** **** ****** ******* ** ******. The windows were ordered all white with an all-white decorative insert. When said windows arrived and were installed in my house, one side of the window was black and the other white; that was not how they were initially ordered. A month [3/10/2023] later, the ***** service department came out and swapped all the widows. Almost all the windows had to be removed with a device altering the factory-made windows. During this time, three reordered windows were damaged, and now I have to wait longer for all my windows to be replaced. I have to say that this has been the worse window purchasing experience I have ever had. Currently, the quality and standard of service are sub-par, as I still have half-black, half-white windows in my house. This purchase was well over $30,000; I feel I've been defrauded. I feel this company hasn't taken this situation seriously by offering me $500.00, which I declined; thats an insult to the customer. Still today, as Im writing this, the windows are still a different color, and the garbage they left behind is still in front of my driveway.

  Business response

  04/10/2023

  Pella has been doing turnkey installations for its product line for over 20 years with a great reputation. While mistakes rarely happen, a mistake did occur with the ****** project and we have been working diligently and quickly to resolve it.  The windows were ordered with an incorrect grille color by mistake. We acknowledged this error immediately and were in contact with the customer to address it. All that is needed are new sashes and we have already replaced most of them with the balance to be completed in May. The leftover construction debris will be removed the first week of April.  We have apologized to the customer numerous times and have worked hard  to rectify. We are committed to resolving the mistake and will do so.  There was no fraud as this was a mistake in the ordering process. To reiterate, mistakes are rare, but did happen with this project. Great companies take ownership of mistakes and work hard to resolve them and that is what we are doing. The customer wants a large financial credit in addition to rectifying the window grille color. We are fully committed to making the windows correct but cannot provide any more than a $500 credit as already discussed.

  Customer response

  04/10/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** ******

  As a costumer that paid in full from date of purchase, I was never made aware of the error. The installers arrived and installed the windows. I never received a phone call or an email in regards to the error made with the windows. They did not make contact me in because they knew I would reject the order. They say they could only provide $500 for our months long inconvenience; that’s incomprehensible, due the 20 years they’ve been in business and cashing in for said time. This is an example of a big company attempting to use their muscle to crush the little guy (me). Slowly but surely the public will be well informed in how we’ve been done wrong buy this company via social media. At the end we received refurbished windows for new ones for a price tag of well over $30,000. 

• Initial Complaint

  10/10/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  We placed an order I believe in June, we were told they’d put us on their rapid program from ***** and all would be in first week of Sept. we then went to a first delay then a second and third and now there is virtually no ETA for our front door, current doesn’t shut right this is a safety concern plus not good for my dogs… getting answers has borderlines impossible. This was about a $50k order and I’ve been neglected and lied to. Not to mention huge windows came in with incomplete staining and the resolution if even acceptable as they told me it will be compromised… is scheduled for end of Nov!!! It’s compromising my siding install etc. AWFUL… I’d say stay away from them ***** is not who I thought they were in choosing a company like this to represent them. They seemingly can’t get answers. I called a day before to confirm that it’s finally shipping and they said they’re at the mercy of the computer..? I said isn’t there a warehouse that would be loading it? Awful answers, all inaccurate, promises not kept repeatedly and now my contractor talking about the inconvenience and associated costs… rightfully so they can’t keep waiting with arbitrary untrue dates. And with reconstruction one thing waits for another my whole house front is now waiting for who knows how long and I don’t feel this company cares. Almost a $50k order I pity the people who spend only $10k because they say they don’t give refunds or credits and they have no control it’s just an exercise in passing the buck. Awful go with ********!!!

  Business response

  10/10/2022

  The General Manager, Tim B*****, has been in touch with Mr. ******* directly and communicating consistently.  As the Distributor of ***** Windows and Door products, DHD Windows works diligently to treat every customer fairly, whether they spend $500 dollars or $50,000 dollars.  We are truly sorry for delays in manufacturing.  The supply chain problems that have affected much of the World has most assuredly impacted ***** Windows and subsequently DHD and our customers.  The delay on the entry door is a product of supply chain constraints.  The team at DHD has not lied to Mr. *******, but has provided information on estimated ship dates that just have not come to fruition.  In regards to Mr. ******* concerns on the finish of his window unit(s); that is something that is covered under product warranty and will be handled as such.  It is unfortunate anytime that a product is not manufactured to the expectations of a customer; however ******* product and labor warranty has historically satisfied Clients.  Tim B***** will continue to personally update Mr. ******* each and every step of way.   

  Customer response

  10/10/2022

  
  Complaint: ********
  
  I am rejecting this response because:it is entirely sugarcoating the story. I pursued Tim and even finding him as potential support was almost impossible. First of all the tremendous and expensive windows are not not made to my satisfaction they’re faulty. It took weeks to get the rep here and weeks to then get the repair crew here who said they can’t schedule me due to until another month very end of Nov. they also told me that the product will be compromised. They are prying ****** the wood frame and if that doesnt fix it they may have to replace it and by then my construction will have been done around it and damaged inside and out. They made a mistake I paid to have them sell me black windows and a fortune for them to do the stain, there are areas entirely unstained. I was told the door would come 3x. I was given every excuse in the book, first it was hardware then I was told it wasn’t hardware then I was told it’s in the warehouse then today I was told it’s being built now and being sent Friday. Then they call me and tell me it’s now being sent Tuesday. This has disrupted my construction tremendously and consumers need to know it. They told me they’re at the mercy of the computer, I said the computers info is entered by a human, this is costing me tons of money. This was ordered many months ago to avoid this type of issue as a matter of fact this was on their rapid response which was to be done in two weeks and no longer. I’m out in excess of $4500 and I still don’t have the doors. I had to fight like crazy for communication, I’ve had promises made for calls that never came I’ve been screamed at and hung up on. All because they find my persistence to resolve this matter an annoyance and an inconvenience. Their commitments have not been met multiple times they need to take responsibility. When I cost a customer time and money and frustration I make up for it. I’m ignored and delayed. I’m supposed to wait til end of Nov? The saddles are also wrong. They try to paint a pretty picture but this company is seemingly still misrepresenting as I heard them selling the same line to another couple when I was in the store on Friday when I took time out of my day to chance answers and updates. This has taken hours and hours out of my time and should I not have reached out to the BBB I’d expect I’d still have gotten no where. I’m due an apology and a rush order and resolution and compensation for what this has cost me over and above what I’ve spent. Too easy to blame everything on pipeline issues. Miraculously it’s being made today. Standing by for a better resolution than passing the buck. 
  
  Sincerely,
  
  **** *******

• Initial Complaint

  03/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I received a quote for window replacement in August of 2021; it was for about $13,000 (1 bay window, 5 basement windows). At the time of the purchase, I was told that the basement windows would be one size but they arrived in a slightly smaller size. It turns out there was a miscommunication between myself, the sales person, and the contractor/foreman who came to do measurements. For a small credit to the project price I decided it would be in out best interest to continue the project as planned. Installation occurred some time in December. The very next day, I notified ***** that: a) There is a giant scratch in the main sash of my bay window b) One of the smaller sashes of the bay window was completely broken c) There are 2 anchor bolts that keep the bay window secured to the house, for safety. Only one of them appears to be installed correctly. d) I'm missing a screen in my bay window Over the course of 2 months any may scheduling/communication issues they were able to resolve a) and b), however I am still missing a screen and I'm concerned about the safety of the installation. The company has also stopped responding to me. I think my mistake was paying in full for a job not done, but I chose to trust a nationally recognized brand. This is in reference to order number ********** signed for on 8/10/2021

  Business response

  03/08/2022

  Good afternoon, the credit was sent back to customer on 2/16. We will be going 3/8/2022 to look at bay unit cables and will be delivering the screen on 4/12.  We will communicate the dates directly to the customer.

  Customer response

  03/09/2022

  Date Sent: 3/9/2022 2:01:24 PM
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and am slightly concerned about the proposed solution. FIRST: the anchor was examined yesterday. That matter is resolved. But regarding the screen, this is the third time I have been told that the screen has been ordered and will be delivered X weeks/months from now. I'm okay with waiting, but I am concerned about marking this as resolved since I have no way of knowing if I will actually get the screen for my window this time. Please advise.
  
  Sincerely,
  
  ****** ******

  Customer response

  03/09/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and am slightly concerned about the proposed solution. FIRST: the anchor was examined yesterday. That matter is resolved. But regarding the screen, this is the third time I have been told that the screen has been ordered and will be delivered X weeks/months from now. I'm okay with waiting, but I am concerned about marking this as resolved since I have no way of knowing if I will actually get the screen for my window this time. Please advise.
  
  Sincerely,
  
  ****** ******

  Business response

  03/11/2022

  Good morning, the screen is on schedule to be delivered as previously communicated.  The order number to reference for the screen is ***********

  Customer response

  03/14/2022

  
  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,
  
  ****** ******

*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. ↩