Complaints

This profile includes complaints for Next Door and Window's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Next Door and Window

  718 East Rand Road Arlington Heights, IL 60004

  
• 

  Next Door and Window

  16w240 83rd St Burr Ridge, IL 60527-5827

  

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.

• Initial Complaint

  Date:02/10/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  On October 8, 2024, I entered into a contract with Next Door & Window to replace two patio doors. They sent a custom measurer to measure the inside and outside openings for these doors. The doors were custom-built in a factory in another state and took several weeks to arrive. Upon installation, there are two issues:1. A two-panel glass door opens in the wrong direction. I had specified right-to-left but the door opens left-to-right. This is, however, not my main issue, as I feel they will remedy this if I request a new door.2. A three-panel glass door was much smaller (8" width-wise, 2" height-wise) than the opening. They 'sold' me a door that was to fit my house, but instead made my house fit their door. I complained to the salesman who initially said he would "fix" ********, months later, I am told by the salesman that they "don't make doors that wide". Had I known that, I would have never done business with them and gone to another of the many replacement door companies. At no point during the process was I informed that I would need to settle for a door that did not fit the opening EXACTLY.What I am seeking: The entire price was $16,409. I paid a deposit of $6,565. The balance is $9844. I will agree to keep the door that opens the wrong way (1) and I feel stuck with the three-panel door (2) as they tell me there's no option for a larger door. But I don't want to pay them another dime. I want to walk away from this company owing nothing and keeping what they've installed (even though I am extremely disappointed and dissatisfied). I am seeking the help of the BBB to settle this, because my only contact is their salesman (******* *******) and I do not feel he has been 100% honest with me. No other person from Next Door has contacted me, and I don't know how to escalate it besides going through the BBB.  

  Business Response

  Date: 02/14/2025

  Management has spoken with Homeowner and came up with an agreeable solution to ensure the customer's utmost satisfaction. We did apologize that we were not able to communicate clearly the limitations and the full scope of her project at the beginning, but as mentioned we came up with a clear solution for the customer. 

  Customer Answer

  Date: 02/17/2025

   
  Complaint: 22921374
  
  I am rejecting this response because: The sales manager phoned me. His solution to the 3-panel door was basically that I was stuck with it as they do not make them any larger, and that he could have a trim ********* do some additional wood trim around the door to make it 'nicer'. His answer to the two-panel door -- where the door opens from left-to-right instead of right-to-left as specified in the order -- was that the light switch (which doesn't even work) was on the left side and the floor heating vent was too close to the right. I don't see where his opinion on a door opening should override what the customer asked for. (There is a brick wall immediately on the left side exterior of the door that makes it difficult to bring things in/out. After living here 13 years, I have always wondered why the original builder had the door opening so close to a wall.) The sales manager also offered a $2,000 discount on the balance. The resolution I would prefer:  The additional trim work can be done to the 3-panel door at a time convenient for me. The two-panel door should be replaced with the door I ordered. If that is not agreeable to them, I want the discount to be $4,000. 
  
  Sincerely,
  
  ****** *******

  Business Response

  Date: 02/21/2025

  I spoke to our customer on the phone on Friday February 20th. We are very sorry that we made a mistake on ordering the small door and the way that it slides. We also apologize that we were not clear on the bigger trim needed on the big door as the size of the door is the largest size available. We also had a breakdown in communication once these issues were detected and a swift resolution should have been given to our customer.

  The customer deserves better, and we have agreed to replace the small door so it slides the correct way and also, we will retrim the interior trim on the big door. We also agreed on a discount for the issues. During the phone conversation we both believed that the resolution is fair, and we sent an agreement to the customer stating this resolution and discount. We are now waiting for the customer to return the agreement so that we can get everything ordered and expedited to complete the work to the customers satisfaction.

  Thank you. ****** ******* - Owner. 

• Initial Complaint

  Date:04/04/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  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

  Date: 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

  Date:08/20/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  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

  Date: 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 Answer

  Date: 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

  Date: 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.