ComplaintsforNavco Windows & Doors

• Initial Complaint

  11/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On July 17, 2023 called Rob at NAVCO about spotting in our double pain bay window that we purchased on 9/3/2020 and was installed in early 2021. Rob came on July 20 and said the seal was broken and he would order a replacement. Since then I have had 36 back and forth text messages with Rob about the status of the window and when I could expect it to be installed. I have also made numerous calls to Joe, NAVCO’s owner. Neither have been able to give me a date, often my text messages don’t even get a response. On September 27 Rob said the window was in. Since September 27 I have sent 7 texts about an installation date to Rob he has responded five times but has not yet given me a date.

  Business response

  12/04/2023

  Called business and this was relayed: We installed the window for the consumer and after a year he stated that there was a blemish in the glass.  This has nothing to do with our workmanship, it is a manufacturer issue.  We have contacted the manufacturer and the keep saying due to the weather they can not install.  We have advised the consumer of this issue and the decided to contact the BBB.  This issue may not be resolved until Spring. 

  Customer response

  12/05/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  Regards,  I have been corresponding by text with Rob since July. On July 26 he expected the window to be in within 4-6 weeks. From August 22-September 27 I sent 7 texts trying to get answer when it would be installed. On Sept 27 told they had the window would install in a few weeks. Oct 2 spoke to Joe the owner he said it would be a couple of weeks. No one ever mentioned it would be spring. It takes two to three texts from me to ever get a response from NAVCO and then it’s just putting off resolving this issue. I would like a call from Joe clarifying the date for installation.   **** ************

  Business response

  12/18/2023

  We understand the customer would like to schedule the installation of the replacement piece of glass. Although we can't give an exact date due to the weather/temperature range for installation we have notified the project manager for this project to contact the customer and discuss the planned approximate timing of glass replacement in the Spring 2024.   

  Customer response

  12/22/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  Regards, We understand that due to weather we have to wait until spring 2024 but in September of 2023 we were told that the window was in and they could install in a few weeks. We are hopeful that we will hear from the project manager and the window will be installed as promised, preventing us from contacting BBB again.     **** ************ 

• Initial Complaint

  03/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In August of 2021, Navco installed replacement windows and a sliding door at my house located at ** ******** ***** ** ******. There were two issues. A window was cracked during installation and the screen door to the sliding door was both damaged and the track was missing. After the installation I was asked to pay all but $300 of the $17,830 bill. Knowing how hard everything was during the height of covid, I agreed. No one ever got back to me. After a few months of texting and calling, the cracked window was replaced. The installer took the damaged screen so he could better explain what needed to be done and replacement parts could be ordered. I text Rob (the person that took the order) regularly. I have also called and left messages on the company's main line. Responses are very rare. In December, I got a rare response from Rob. He apologized and said he lost his contacts with a change in cell phone. I texted screen shots of conversations from last May and July telling me they sent the track but not the screen and it was reordered. A sliding door without a screen to it is really missing a good portion of the doors function.

  Business response

  03/22/2023

  Customer does require new screen for patio door to replace the damaged one. It's still taking several months to get a replacement from the manufacturer. One was ordered in the fall with the understanding that it would likely come in over the winter and be installed first thing in the spring once we started back up repair installation operations that are not typically preformed in the cold weather months. New screen arrived and has been in stock. Customer will be notified and we will set up installation day with customer. This will be completed within 30 days. 

  Customer response

  03/23/2023

  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. 
  
  Regards,
  
  ******** *****
  
  
  
  
  

• Initial Complaint

  01/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We signed two contracts with Navco in 2021. On March 9, 2021 we contracted for purchase and install of one exterior door. We paid a 1/3 deposit of $1100. On May 4, 2021 we contracted for purchase and install of 4 windows. We paid a 1/3 deposit of $840. Total deposits = $1940. Installation was to take place approx 16-18 weeks after final measurement. Final measurement was on June 7, 2021 only after reminding salesman that measurement had not yet happened. Several phone messages and email inquiries about status of project in ensuing months were never answered by email, phone call or text message. Finally was able to get salesman to research issue in text message on December 21, 2021. He indicated door was no longer available from manufacturer and therefore neither our door or windows were ever ordered. This was over 9 months after signing contract and 6.5 months after our final measurements. He offered to provide deposit refund or sign contract on different door. I requested refund by text on December 21, 2021 and by email on January 6, 2022. Neither request received a response nor have we received a check in the mail for our deposit refund. We are reaching out to BBB for help in getting a refund of our deposit. (See attached contracts).

  Business response

  08/04/2022

  Here is a copy of the email where the customer agreed to settle the issues with us if we gave them $ 1,100. We paid that back and considered the case closed. Please see below. Thanks,
  
  Joe
  Navco
  
  ----- Forwarded Message -----
  
  
  On Monday, January 24, Rob. M****** wrote to ***** ******** by text:
  "Hi *****. We where able to cancel the door but the windows where order and we can apply the deposit to the window contract. We are starting up install s again in late March or early April. Sorry for delays."
  
  Here is our response:
  **** ******** spoke by phone with Joe Navarra yesterday regarding these issues. We do not give permission for Navco to continue to hold our door deposit as these are two separate and independent contracts. Here are the results of that phone call:
  1) Navco will refund our deposit for the entry door in the amount of $1100 as the company cannot provide the door described in the contract.
  2) We will forfeit our $840 deposit on the window contract. Navco will keep the deposit and the windows.
  
  Once we receive the refund of the door deposit, we will consider the matter of both contracts closed and both parties can go their separate ways.
  
  Please respond to indicate that you have received this email and confirm by what date we can expect to receive the refund of the door deposit.
  
  Sincerely,
  ***** *** **** ********
  ***** ****** ************ **** ****** ************
  
  Mailing address:
  * **** ** ******* ** *****
  

  
  

• Initial Complaint

  12/19/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On November 5, 2020 Rob M******, a salesperson from NAVCO came to my house to give me a price on a new storm door. I signed an agreement that day to purchase and install a storm door in the amount of $1,225.00. I provided them with a deposit of $425.00 charged to my credit card. He said we were looking at least 8-12 weeks out for the install. During this time NAVCO sent to my house the install guy to do the final measurements. During the winter I emailed Rob a number of times for updates as the 8-12 week time frame had lapsed. He said things were backed up due to the covid virus; he could not provide a revised/anticipated start date. Then he and NAVCO went radio silent. Rob stopped replying to my emails and my emails and phone call (left the owner a voice mail) directly to the NAVCO Office in Troy NY went unanswered.

  Business response

  01/19/2022

  Called business and Joe stated that they installed door last Friday and the consumer was happy and paid the business for service.

  Customer response

  01/19/2022

  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. 
  
  Regards,
  
  ******** *******
  
  
  
  
  

• Initial Complaint

  09/27/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On 3/15/21 I signed a contract with Navco to install 2 storm doors for $1,690. This included a deposit of $590. At first they communicated somewhat regularly and said that the storm doors were taking longer than expected due to Covid. Communication became much less frequent over time. Finally, 5 months after the contract was signed, I was contacted by Rob Marotta saying they had two storm doors in their office and they weren't sure who they belonged to and that they "misplaced" my folder. They asked that I send over my copy of the contract so that they could track it down and see if the doors were mine. Interesting that they wanted to see that I still had my contract copy. It turned out that the doors were not mine and they said they would try to find out where mine were. Several weeks went by with no communication and I am now 6.5 months since signing. I told the company that I wanted a refund and needed to hear from them within a few days or I would have to share my experience.

  Business response

  10/20/2021

  Response taken by phone:  The doors have not come in from the manufacturer yet due to delays caused by covid.  They were a special order and we cannot cancel the order or issue a refund.

*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. ↩