ComplaintsforCrawford Door and Window Sales

• Initial Complaint

  10/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  ***** (Cr**ford), contract is w/*****, installed a storm door, entry door & window on 12/27/23, the entry door does not fit in the frame and the exterior trim on window is falling off. They installed another door panel on 8/1/23 that fits worse than the first. The lead installer was at my home on 8/28/23 to assess problem(s). I reached out to follow-up many times and have attempted to resolve the issue personally without success. Although appointments have been set up with technicians, no one from ***** has been back to my home since the 8/28/23 assessment. I am seeking a door that fits properly within the frame and trim on window that's not falling off. My last contact was from Brian L*** before Brian it was Taylor J*******, prior to both of them it was Chase W******* who has since left the company. I believed Mr. L**, operations manager, would finally bring resolution as he offered a credit of $750-$1000 for time & aggravation, set up another appointment for technician on 10/21/23, however, tech never arrived. There is no account #, order # or tracking #. Thank you for any assistance you can provide to rectify this issue. ***** administrators can reach me via email to avoid additional confusion and quite frankly, lame excuses.

  Business response

  11/28/2023

  We went out on Friday 11/24 to make repairs for this customer.  We believe that we made all repairs she requested.

  Customer response

  11/28/2023

  A subcontractor for ***** arrived at my house on Friday, November 24th at 8:50 a.m. and left at 9:32 a.m.  Contractor said he would have to return with help to remove the storm door and possibly the entry door as well.  Contractor said he had a job 11/27-28 and could possibly be back here Wednesday, November 29th but I have not heard anything further from the Company or the contractor. There is no resolution to these longstanding issues.  Regards,   ***** ******

  Customer response

  12/08/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  Since my 11/28/23 response to you regarding *****'s subcontractor visit on 11/24/23 there has been no contact from Crawford Door and Window or the subcontractor. The issues remain unresolved.   Regards,  ***** ******

• Initial Complaint

  10/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I purchased two ***** doors from Crawford that were installed 8/29/2022, contract number *********. The invoice total was $5,632. The doors have a product and installation warranty for 10 years. The sliding door works fine so far, however the entry door never has sealed properly. I submitted a request for service on 3/21/23. A worker came here 8/18/23 and tried to fix the problem, but determined that he could not. He also managed to chip the door with a hammer when he was trying to fix it. It is now going on seven months since my initial request was submitted for warranty work on the door, and the door still does not latch or seal properly, and now there is a chip in it. I have subsequently put in multiple requests asking for the work to be completed but have yet to receive a date. I would like the work to be completed, or a refund for the entry door, which comes to $2,306.47 so I can hire another door installer.

  Business response

  10/06/2023

  We have set up an install team to go back and re set the door. We have had service technicians out and it seems to be the door needs to be reset. 

  Customer response

  10/06/2023

  Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.  I have waited for months to have this door fixed.  Now that the heating season is here, it's costing me more in fuel as the door does not close or secure properly.  I'm afraid that if I accept this response from Crawford I may not hear from them soon, and that I will have to wait even more.  I would like to know when they plan on being here. Regards, ******* ******

• Initial Complaint

  08/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had 3 doors installed. the front one had a panel issue so they said they would order a new panel. They came to fix it and ***** said he damaged the door. Now it won't close and lock properly and no one will help me. The main office is telling me they ordered a new panel and Corey says I need a whole new door. No one is willing to help me. 

• Initial Complaint

  01/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We ordered 32 windows in January 2022 which cost 45,000. The expected July date was pushed back to mid-October. While disappointed, we understood that supply chain issues pushed the date back. However, that was the last clear communication, and most of the information has come from the installers rather than from a representative of Crawford. When the October date arrived, we discovered that only 14 of the 32 windows were on the truck. This surprised us and the installer since nobody had informed any of us. When the project manager came on site later in the day, he was unable to offer any answers about where the rest of the windows were or when they would arrive. He promised to look into it. The next day, nine more windows were delivered by Chase, the project coordinator. Who assured us he would look into it. He never called. The 23 delivered windows were installed that week. A phone call by us asking about the rest of the windows were responded to with “I’ll find out and get right back to you” .Nobody ever called back, and the only subsequent communication was communication initiated by us. Six weeks later, in response to another call from us, we were told the rest of the windows would be installed mid-December. Only 7 of the 9 windows were available and installed. Apparently the other two were damaged in the original shipment in October and still hadn’t been replaced. There has been no contact from Crawford since then. An email was sent to Chase W******* and Mr. A***** on 12/16 expressing our displeasure and disappointment. There has been no response. We left a message with Chase W******* and another top manager ((unsure of his name, we were forwarded to his voicemail) 12/28 and 29th). Still no response. A phone call from anyone was expected and a reasonable request.

  Business response

  01/06/2023

  Good morning,I apologize for the delay in response, I was cleaning out my "Junk Email" folder and for some reason this was one of the emails sitting there.  I would first like to apologize for the lack of communication on our end.  I completely understand the frustration on your end considering the extended lead times, and the windows being completed much later than anticipated.  As for the remaining 2 windows to be installed, the sashes were damaged in transit from the factory to our warehouse, and the new sashes were ordered immediately upon inspection of the damage.  These were ordered and we paid extra to have these rapid responsed to us on 10/13.  Due to the extended lead time for Architect Series window in general, the production of sashes also meets those lead times as well.  I have called the factory a couple of times now to get updates and they are still showing February is when we will be receiving them.  Once those sashes come in we will be replacing the sashes in the warehouse and then be able to come out and replace the windows for you.  I will be calling the factory again today to see if there is any movement or possibilities of moving up the date of arrival of the sashes, and will hopefully have better news Monday.Again, I want to apologize for the delay in response, I am not sure why this went directly to my junk email, but I will make sure to check that daily to make sure your response doesn't get delivered there.  As soon as I have any update on delivery, I will reach out and keep you updated on the status.  Thanks,Chase W******* Install Operations Coordinator  *************************** ************************ 

  Customer response

  01/20/2023

  Very sorry I did not respond sooner  I received an email from the company apologizing for the delay in responding to our phone calls. I m not completely satisfied because again last week I left a message and was not called back, but thank you for your assistance. ******** ********* 

*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. ↩