ComplaintsforNext Door and Window

• Initial Complaint

  04/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On June 28th, 2023, I purchased ten ****** windows from their Elevate collection through Next Door and Window. The windows were installed on October 3rd, 2023, by Next, on October 5th I contacted Next Door and Window to inform them that each of the 10 windows had multiple defects on the interior wood trim, and the window cranks location did not match the pictures viewed by me at the time of purchased. Over the next couple of months several workers from Next came to inspect the windows. The solution proposed by Next Door and Window was a couple tubes of caulk, without addressing the window crank location and warped bezels surrounding the locking levers.With nearly $20K invested in the windows that solution is unacceptable. In December Next Door and Window said they would contact ****** to inspect the windows, and has repeated that statement many times, yet here we are 6-months after installation and NO ****** rep has arrived, and Im stuck with defective windows.On top of that Next Door and Window created the problem by failing to report the defects after The new windows are checked double checked triple checked a total of eight reviews for accuracy and exactness. Needless to say, customer service is NOT one the Nexts strong points here. Additional pictures available upon request.

  Business response

  04/09/2024

  We spoke to ********************** on 4/9/24 and upon the customer's request we will schedule a time for ****** and NEXT to visit the customer and allow ****** to inspect the units in question. We are working to get this matter resolved. Thank you.

• Initial Complaint

  08/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In ****, we researched and purchased new windows for our home. We decided because of the quality, the look and the warranty that Sunrise was the right choice for us. We contracted and purchased the windows through Next Door & Window.We felt we were making an investment in our home that would last as long as we lived here.In May 2021, I reached out to Sunrise, who advised me to contact Next Door & Window to address several issues we were having with the first purchase of our windows. There is vinyl peeling on our lower level windows. The vinyl around the glass in our front window is discolored. The trim between the windows is sticking out from the windows and one of the arms on our crank broke. Next Door & Window gave us an estimate of $2,473 for the labor to repair the windows, which we felt was outrageous. We asked them to just repair the crank as we cannot open our window. It has now been over two years later and the crank has not been repaired. On January 27, 2022, a repair man from Next Door & Window came out to repair the crank but he did not bring the arm. He left without fixing it. It turns out Next Window lost the parts to the arm of the window crank. We have been unable to open our window for over 2 years. After the repair man left, I contact Next Door and Window and was told they were going to order the pieces they lost. I have reached out every couple of months for an update from Next Door and Window and I keep being told they haven't received the parts.I have contacted the manufacturer for assistance and this issue has not been resolved.I appreciate any help in resolving this and being able to open the window again.

  Business response

  09/05/2023

  We are very sorry that this happened. We did install windows over 19 years ago in 2004.  The customer needs a piece of hardware that was discontinued, and we are working with a supplier to procure the part. We are sorry about the delays, and we are committed to finding the proper part for the customer.  Thank you.

  Customer response

  09/12/2023

   
  Complaint: 20496822
  
  I am rejecting this response because:

  When Next Window came out the first time in May 2021, the technician took BOTH the arm (which there was nothing wrong with) to open and close the window and the broken handle, which what needed to be replace. 

  On January 27, 2022, a repair man from Next Door & Window came out to replace the handle, but he did NOT bring the arm. He left without fixing it. We have been unable to open our window for almost 2 years. After the repair man left, I contact Next Door and Window and was told they were going to order the pieces they lost.

  I have reached out every couple of months for an update from Next Door and Window and I keep being told they haven't received the parts. I have reached out to the manufacturer who has sent out new arms. I will be scheduling an appointment to hopefully have the handle repaired. If the issue is finally resolved, I will update the BBB accordingly.

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

  Business response

  09/12/2023

  We are willing and able to complete the service as long as the parts are all here. We have been in contact with the customer and we are confirming that all parts are here. Once the parts are all here and the customer is ready, we will complete the service. We are committed to finishing the service.  Thank you. 

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