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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
11/06/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I ordered an ******** patio door from Hometown ***************************** when they were called Clevernest back in Spring 2022. The door was installed June 2022. There was an issue with the seal and they replaced it in November 2022. The issue has persisted and the owner came to evaluate the continued problem on 8/7/23. He said he would get back to me, but after 6-7 weeks I heard nothing and called to complain. They sent out a technician on 9/26/23 to evaluate it again because the owner did not follow through on communicating details from his visit. They said they were going to submit information to the manufacturer (********) and get back to me with a resolution. I've called and asked for an update but they claim to not know what's happen with ********** decision on whether or not the entire door should be replaced, due to possible manufacturer defect. It has been 6 weeks since the technician was here. I find it hard to believe that ******** has not responded in 6 weeks. I am filing this complaint to ignite Hometown's efforts to resolve my issue quickly, because my phone calls do nothing to create urgency to solve my problem.
Business response
11/07/2023
I spoke to ******** corporate representative shortly after the initial point of contact. i did not follow up to ensure that the service team reached out to address the issues. on 11/7/23 upon receiving the complaint i sent a follow up email as well as phone call to ******** to make sure we address this.
i will update as i have more information
Business response
11/10/2023
Hometown met with customer as well as a ***************** rep today to inspect the door. We are awaiting a response from ******** as to what their finding are and potential resolution. I should have an update for the customer on monday 11/13/23Initial Complaint
08/10/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I first ordered to windows 1-31-2022. The windows were not installed until 9-19/20 2022. The installation was by **** and he noticed and took pictures of one broken window and five screens with holes in them. It was to be fixed 2-6-2023, could not be found in warehouse. It was to be fixed 5-9-2023, still could not be found. It was to be fixed 6-7-2023, wrong size and still no screens. I talked to ***** several times and he said it would be fixed today 8-10-2023. No show and no call to explain why. Every time they have been here they took photos and measured both the window and screens. I have no complaints with the price or installation but I am never called back and they keep putting the blame on ********. Next month will be a year since the installation. My patience is wearing very thin!Business response
09/21/2023
We have reached out to customer to follow up on the open service item on their project. All needed items are on order and this has also been communicated with the customer.
Once we receive shipping dates from our manufacturer we will schedule service to complete open items.
Customer response
09/22/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. However if the issue is not resolved soon that I will be forced to take matters farther.
Regards,
*************************
Initial Complaint
01/15/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
On 20May2022 I paid approximately $7000 for a new french patio door from Hometown Window and Door (HW&D). On 07Sep2022 the door was installed. At installation, the installer realized that the screen door that was sent was created backwards. The installer said he would notify his company and they would order another screen door from *****************On 11Nov2022, I contacted *************************** at HW&D by phone to inquire as to the progress on getting my screen door and to report several problems that had developed with the door. The door did not lock properly, the trim had cracked in numerous places and the paint job on the inside of the door was defective from the factory. He said that he could send someone out to fix the lock, but I didnt see the need to have them waste a trip from ******* so I told them to do all the work when they came to install the new screen door. He asked me to email him photos of the issues, which I did that day. He scheduled an appointment for 22Nov2022 at 10:30 am for a guy to come and install the screen and fix all the trim. On 22Nov2022 the guy never showed up, and I was never notified. I called ***** to find out what was going on and he said their computer system was messed up. He said he was in the field at the time, but would call me back when he returned to the office to re-schedule. He has never called me back.After not hearing back from *****, on 06Dec2022, I contacted ******** corporate *************) to lodge a complaint about their retailer HW&D, and the quality of their door. I spoke with a lady named ***** who opened case# ********, and said she would look into the problem and get back with me. On 27Dec2022, I still had not heard from *****, so I called back and asked to speak with her. The person I spoke to said ***** was not available, but that she would give her the message and she would return my call later that day. She did not, and I havent heard from anyone since.Business response
03/09/2023
After Speaking to ***** regarding the unresolved items with her door, we set a date to finish the open items on 3/13/2023 at 2:00 pm. We will provide an update once the items have been resolved and customer is satisfiedCustomer response
03/17/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. They have been to my house and made repairs in the door. The lock, i am told, is functioning properly as is. The sticker on the door with instructions to operate should not have been placed on this door. The instruction sticker is for a different model door/lock. They have installed a properly manufactured screen door, and have re-painted the door and trim. The original cracking of the trim did not happen immediately upon install, so time will tell if it remains intact. But for now I am satisfied with the work. Thank you.
Regards,
*****************************
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