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Business Profile

Windows

Davis Window & Door
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BBB Accredited BusinessA+Rated by BBB

Complaints

This profile includes complaints for Davis Window & Door's headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 1 complaint in the last 3 years.
    • 0 complaints closed in the last 12 months.

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    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.

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    • Initial Complaint

      Date:11/09/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Ordered windows (17) for my entire house with Davis earlier this year. They finally came in at the end of October and install was scheduled for Thursday, November 3rd and Friday November 4th. All windows went in on Thursday and was told they would be back to do the finishes outside on Friday. On Friday only 2 windows are completed and just after lunch I'm told they need different materials than what they have available but guarantee that they will be back on Wednesday (November 9th) to complete install. I had painters scheduled to come paint the house on Monday, November 7th and had so reschedule them for later this week. Today, no one from Davis shows up. I call and I'm told there is nothing on the schedule indicating that they are supposed to come back by the young woman who answers the phone. She tells me she will reach out to installer and call me back. She talks to installer, calls me back and says he will come by Friday for 2 hours. They plan to complete 15 windows in 2 hours. I told her we couldn't do Friday and that there was no way they could finish in 2 hours. The best she could offer was to find another day next week. We get scheduled for Tuesday the 15th in the afternoon for a 2-hour slot. I ask for someone to call me back to please clarify that all this work can be done in 2 hours. Haven't heard from anyone all day. Had to reschedule painters for a 2nd time. This may not be a big deal to Davis, but we've been saving for 3 years to afford to do this $30k update to our house. I have no resolution and no idea for how long this will drag on. I feel like I've been lied to and taken advantage of, and this business just doesn't care.

      Business Response

      Date: 11/11/2022

      Hello sir,

       

      This is *****************************, President at Davis Window and Door. I am sorry for the inconvenience this has caused for you. I read your note and would like to clarify a few things:

      1. The messages you may have received about the visits scheduled say the arrival time between **** or between ****, a 2 hour window. That is the arrival time but in now way the time they will be there. We typically give customer a 2 hour ******************** for arrival as installers pick up materials from our warehouse before leaving. Again, it is a 2 hour arrival window, not a 2 hour work time at your property. 

      2. The issues faced with the materials were corrected and we will install the windows as it was originally planned.

      3. I personally had a conversation with the people that should have informed you about the conflict in arrival on Wednesday. Please accept our sincere apologies for the miscommunication.

      Not an excuse in any way, but I would like you to please note the nature and complexities of the industry. We use systems to track materials from the time the list is put together to ordering to project delivery. In this case we pinpointed that a change was during the ordering process by mistake. That is what caused the materials not to be complete at the time of installation.

      Your project will be delivered as promised and we will take the proper time to complete in coordination with you.

       

      Cordially,

       

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

      President.

       

       

       

       

       

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