Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:05/22/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Charging an extra $850.00 dollars for making an opening in the exterior of house for sliding glass doors without completing the work. Installing an incorrect front entry door and sidelite (re-installing a second front door and sidelite without conducting an inspection) and the door is still not completed. Damage to our fence by their workers while removing the kitchen windows. Installing unmatching sliding glass door handles. The project was delayed for several weeks after the material arrived. I had to get several estimates for the door opening. Trowel Masters gave me the best estimate of $950.00 dollars. I would like to be reimbursed for this expense. On May 1, 2023 Baxter Windows and Doors removed the incorrect front door and sidelite and replaced it with a Therma-Tru composite black exterior and white interior door and sidelite with privacy glass. The installers left the exterior screw holes exposed. The installer, Frank, said the door did not come with composite screw plugs and someone else would need to complete the work. Technician Paulo from Baxter Windows and Doors has been out twice since the installation. On May 15, 2023 technician Paulo started to cover the exterior screw holes with a basic putty that would require to be painted at a later date. I called Therma-Tru customer service and the representative indicated the composite door exterior screw holes should come with a composite screw plugs. Paulo removed the putty and re-sealed the threshold due to an opening through the door. On April 4, 2022 the owner of Baxter Windows and Door was at our residence reviewing the work and fence damage. Nathan stated he would have his guys repair the damaged fence. The same day ***** ****** gave me his business card and a $450.00 dollar verbal estimate to repair the fence. On May 15, 2023 Paulo replaced the interior white sliding glass door handle. The previous handle was damage with missing parts. Paulo agreed the both exterior door handles do not match the door.

  

  Business Response

  Date: 05/22/2023

   

  Thank you for giving us the chance to answer the customer concerns. As per my email thread with Mr ******** attached, we Baxter Windows and Doors, agreed to pay for the fence and for the $850 even thought he was never charged for making an opening on his house as he claims. That is not on his contract, because we do not even offer this job.  Please see his contracst attached. We agree with Mr ******** that the first door installed came defective and we replaced that door upgraded with a factory finished paint job, as compensation for the original factories wrong order. On his contract you will see that he did not pay for a pre finish door, which we thought was fair since he had this incovenience with his door. As for the inspection on the front door, first time passed inspection. Mr ******** wants the door reinspected however we are waiting for the manufacturer to send us the pre finished screw covers which were also not included in his original purchase. His job is completed, just missing the handle on the sliding glass door, since the manufactorer does not offer the color he wants. 

  Baxter Windows and Doors LLC endeavour and pride ourselves on customer services. This is why we reodered an entire new door, as mentioned before,  upgraded. Costing us $1800 more. Crediting him $850 on something he never paid for and paying for the repair of his fence which is something our installers swear they did not do. 

  Thank you and let me know if you need anything else.

   

   

   

   

   

   

  

  Business Response

  Date: 06/13/2023

  .This is our previous answer to Mr ******** that he is refusing to accept. 

  As per my email thread with Mr ******** attached, we Baxter Windows and Doors, agreed to pay for the fence ($450) and for the $850 even thought he was never charged for making an opening on his house as he claims. That is not on his contract, because we do not offer this job.  Please see his contracts attached on the previous answer. We agree with Mr ******** that the first door installed came defective and we replaced that door upgraded with a factory finished paint job, as compensation for the original factories wrong order. On his contract you will see that he did not pay for a pre finish door, which we thought was fair since he had this incovenience with his door. As for the inspection on the front door, first time passed inspection. Mr ******** wants the door reinspected what is already set up for the only day he has available. His job is completed, just missing the handle on the sliding glass door, (he did not want the only color available), and we had to place a special order, that is going to be installed next Monday (the only day he has available) and the screw covers that he initialy refused. 
  Baxter Windows and Doors LLC endeavour and pride ourselves on customer services. This is why we reodered an entire new door, as mentioned before,  upgraded. Costing us $1800 more. Crediting him $850 on something he never paid for and paying for the repair of his fence ($450) which is something our installers swear they did not do. 

  This answer addresses everything. Even though we agreed to pay for the fence and for the contractor amount he was never charged, before he put this claim on BBB, he ignored our offer and put the claim, which is making it clear to us he is trying to avoid the final balance due in the amount of $7400   (deducting the fence $450 he claims we damaged and $850 he was never charged) the new amount is  $6100 

   

   

  Customer Answer

  Date: 06/21/2023

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