Carolina Windows & Doors, Inc.

Wish I could give negative scores. Definitely do not stand behind their workmanship or customer service. Installation went fine, however, we found two windows that they never fixed and had rotted out while having new siding placed on the house. Getting a response out of them to come and fix took about a month for the first window holding up the people hired to do the siding. When someone finally came they had the wrong color trim for the window. The second window we decided to just get the metal ourselves and after several calls with promises of being called back we still haven't received either. That's after being told they couldn't find my account information but magically appeared after the fourth call. Six months in I still have the wrong trim on one window and missing trim on another and finally giving up on them. Make sure you watch them carefully during installation because if there are any issues afterwards your on your own. Personally would not recommend

New double patio doors have been installed and replaced 3 times. They are still leaking. Placed service call again on 04-16-14, will not return callSales representative is [redacted] Doors were purchased 5-1-08. New doors installed August-September 2008. Reported issue with doors leaking on 12-22-08. [redacted] would not return my call and never came out to check my doors. [redacted] a contractor for CWD came out to check leak January 2008. Doors were finally replaced after 3 months. Doors leaking again placed a service call on 7-31-12. After 12 phone calls and voice messages, contractor came and looked at my doors on 9-11-12. Issues between CWD and Paragon (manufacturer), no one would accept responsibility for leak. Doors were not replaced until 1-10-13. By then damage had occurred to floors. CWD replaced the subfloor. I replaced vinyl with hardwood floors. Doors leaking again placed a service call on 4-16-14. Sent email with photos of water coming in around the window. Have not received any contact from CWD. If CWD waits 6 months to fix, my beautiful hardwood floors will be damaged. I would like to have my doors replaced with doors that will not ever leak again. Doors have a lifetime warranty.Desired SettlementI would like to have my doors replaced with doors that will not leak. Patio doors have been installed and replaced 3 times and they still leak. These doors have a lifetime warranty. If I have someone else fix the issue that CWD has created, I will lose my warranty. I had 3 doors replaced, front entry, back entry, and patio. These doors cost $96oo to replace. I have had issues with the patio door since install. I should not have to deal with Paragon manufacture. The last time I had issue, Paragon suggested I put a roof over my patio to stop the leak. My previous patio doors had never leaked. I replaced because of energy efficiency. I purchased doors from Carolina Windows and Doors. Carolina Windows and Doors should be responsible for repair and or replacement. I should not have to put a roof over my patio doors to keep doors from leaking. If CWD and Paragon could not replace my patio doors without leaks, a contract should never have been made to do so and my original doors should not have been removed. I would like to have repaired in a timely manner with doors that will not leak. I would like to have repaired before damage occurs to my hardwood floors. I have photos of water coming in around the window of the door.Business Response /[redacted]/Carolina Windows and Doors has made contact with Paragon Door Design as they are the manufacture of the entry door system. Paragon Door Design confirmed it was not an installation problem or any fault of Carolina Windows and Doors. Paragon has touched base with both Carolina Windows and Doors and the customer and have agreed to send down a hurricane rated frame in order to replace and correct the issue around the leaking glass. We have been informed the frame should be shipped within the next 7 to 10 days from the manufacture. Consumer Response /[redacted]/I would like to leave this complaint open until doors have been repaired. I did receive a call from Paragon stating it would be 7 to 10 days to ship doors, but CWD will need to install. I have not received any contact from Carolina Windows and Doors. I do not have an estimated install date. The last repair took from July 2012 until January 2013 to be completed.Final Business Response /[redacted]/Paragon Doors Design has informed us the new hurricane rated frame system surrounding IGU needed to correct the issue with leak around the current glass has been ordered and has taken a little longer due to being a specialty product. No confirmation from Paragon Door Design as of 9 am today but looks to be scheduled to arrive on next weeks truck. Even though Paragon Door Designs warranty states the customers is responsible for any labor Carolina Windows and Doors will provide the labor at no charge! Once we receive the parts from Paragon Door Design we will coordinate the installation of the new frame. Thank you again for your patience as we are both at Paragon Door Designs Mercy at this point.Consumer Response /[redacted]/Today is July 16, 2014. My patio doors have not been repaired. CWD have failed to honor their agreement from May 22, 2014. My doors are still leaking. CWD has not called, emailed, texted or set up an appointment to repair. They have not followed up with any information or communication. Your help is apprecaited. [redacted]Business Response /[redacted]/As stated before we have been waiting on PARAGON DOOR DESIGNS7845 National Turnpike #150, Louisville, KY XXXXX(XXX) XXX-XXXXThe Manufacture of this patio door. They managed to send Carolina Windows and doors the replacement materials the week of July 7 2014. Carolina Windows and Doors did agree to help Mrs [redacted] and Paragon Door Design in repairing her door by supplying the labor, now we can work it into our installers schedule. We are currently booked almost 8 weeks out but looks like a possibility of doing the repair before the end of the month, Thursday week July 31 2014 first thing in the morning.Once again this is an issue that Carolina Windows and Doors had no control over as both us and Mrs [redacted] waited patiently in order to receive correct materials. Now that it is in our hands will get this unit swapped out asap!Consumer Response /[redacted]/I will be available Thursday July 31st for door replacement.Thank you[redacted]

Complaint7-15 had problems when broke contract because they raised my rate and I was not notified. let them know almost 4 months in advance. no restocking On 7-11-15 signed contract for a job at 4.99% called 7-17 and was notified on my call to them I was given 6.99%. Thought I had 10 business days to cancel as I had not been given a chance to read nor told about a clause of 3 business days also was not told that I would have to pay a 25% restocking fee. The windows were suppose to be custom made and were not going to be installed until mid October. Why do I have to pay a restocking fee when they were not in stock in July. Think it was wrong to have a rate increase and not be told and consider this a breach of contract on their part. I was to make 48 payments @$124.33 which is what I could afford so my payments were going to be higher which I can't afford. The restocking fee is out rages, because they haven't been made. I was told the amount is $5391.00 which includes the interest included NC State Tax plus labor. The cost of the windows alone is $3,861.Desired SettlementThere is no way I can make this payment so would like for this situation to be dissolved with consideration of maybe a Senior Citizen trying to improve her home for the least amount of money I could afford and not changing interest rate without being ask if I wanted to go on with it. Why the restocking fee unless I was given incorrect information and the were not being custom made. If I had done this the first of October this would be a different matter. Was told it would be mid October when I would hear anything from them so they knew almost 4 months in advance. Can't afford a lawyer but have been told most of the lawyers in Greenville can't help because they have a conflict of interest with this company, You are my only help and I am begging please help me. Thank you so very much. Business Response /[redacted]/Carolina Windows and Doors and many retail company's have access to several different lenders. Some lenders return applications sooner than others and at the time of customer contact to our office all applications had not been returned. As stated in the contract customer has been approved for the 4.99 rate as quoted. All payments are exactly as stated on the contract as there has been no change.Consumer Response /[redacted]/Was told my contract had been approved at a 6.99% rate with [redacted] Was not told of any other lenders being waiting on for the 4.99%. Said my credit score did not meet the rating for 4,99%. At this point was not told of any other possibility. To me it was firm as the rate change without my knowledge. At this point the company has no trust in me and I have no trust in the company. Still no windows should have to be restocked as they are not in stock because they are custom made and the windows alone are only $3861. 25% is outrageous and I still don't have the money to pay as I was having to have them financed to pay for them. Final Business Response /[redacted] is one of our first sources for creditors with some of the best interest rates and at the time was the only company that had responded to the application. Customer also stated her credit score was significantly higher than it actually was leading us to think this would be her best option. Upon [redacted] seeing the credit score was not as high as the customer described only offered the 6.99 rate. As stated on the contract we not only quoted and committed to a 4.99 rate but have her approved for a 4.99 just as asked for. On that same contract customer also agreed to the 25% restocking if she decided to cancel. Copies of all Contacts, Credit Application, [redacted] Requirements, Credit Scores ect.... can be supplied We simply wish to fulfill the contract as promised whether it be to install the product as requested with payments as requested or simply cancel the contract with the 25% restocking fee. All of which both parties agreed upon 7-11-15 "date of contract execution"Final Consumer Response /[redacted]/(The consumer indicated he/she DID NOT accept the response from the business.)The date the contract was signed was 7-11-15. this is a Saturday. I asked if I could think this over before signing and let them know on Monday and was told I had to sign that day or I would not get a free storm door. After thinking it over and reading horror stories on jobs they had done I then ask them on 7-17-15 to cancel and this is when I found out the 3 days cancellation term and 25% restocking fee. I thought I had 10 days but that is for them to cancel on me. I received a bill that I owed them $1,347.75. This is the bill amount including NC tax, labor, and interest. The total amount for 9 windows is $3,861 making the restocking cost $965.25. My credit score I did not know however I did tell them I had been told I had good credit did not tell them the score because I did not know it. Had I not called them I would not have heard from them until it was time to put in windows then they would have had something to restock. As stated earlier they had not started making them so how can you restock something you're making and that is not in stock? Again the window amount for 9 windows is $3,861. The fee should be $965.25 but again don't have the money and shouldn't have to pay to restock something not in stock.

CWD replaced all our windows in our house. we had problems last year with mildew/mold in the breakfast room windows and other windows. They came and said it was a humidity problem. I called a contractor who came, removed the window sill and insulated the window properly and solved the mildew/mold problem. shoddy installation on the part of CWD was the cause. CWD should come redo their work properly as I should not have to hire a contractor to do it.

I called CWD to set up a meeting to give me a quote on replacing 17 windows and two front doors on my home. A meeting was quickly set up for the following day for 5 to 5:30. . . a general time to allow for delays. The time frame was acceptable to me as I usually work until 5. The salesmen showed up the next day at 4. My daughters were home from school. My youngest daughter called me and I left work earlier than planned to meet with the salesmen. The youngest salesman was very friendly as he got out of his vehicle. The older salesman not so much. He handed me his card and the first question he asked was Who is ______? I recognized the name. However I quickly informed him that I would not answer that question and that I was offended that he would do a search on the owner of my home. He said the information was public information and I agreed it was. However what he didn't know was when I bought the home and how far behind the county was in updating their online records. He informed me matter of factly that it was against federal law for him to be on my property without the homeowners consent. As he snapped shut his binder he said they could not help me.
They showed up at my home an hour earlier than the appointment time. My two young daughters were home alone. I left work early to meet them because I did not want two strange men sitting in my driveway for an hour with my children at home. Only to be told they could not help me. Well they were certainly correct. They could not help me and will not ever step foot on any of my properties in the future. The sales people are rude and uninformed. I have since researched federal and state laws concerning contractors and have not been able to find any laws that make it illegal for them to be on the property without the homeowners consent. If this were so, then I suppose every door to door salesmen that has been to my home selling home repairs has been acting illegally.
I can only assume that some person from CWD will respond that I am the one who is in the wrong in this situation given the company's response in the other negative comment. I only ask that they invest in an English class and use proper spelling, capitalization and grammar. The responses from the comment above really indicates their level of professionalism. I won't enter into a war of words with this type of company. Whoever chooses to use them does so at their own risk.

complaint is for patio door. The door installed is not what was told would be installed. does not fit door opening.[redacted] from Carolina windows and doors came to my home. He sold me a door that was said to fit my door opening exact. Said door would fit exactly as existing door. They installed new door, door is to small and has a two inch piece of wood under door which is raising door up off the floor, have exterior metal on left and right sides of door inside my home to cover gap of door being to small. Was told they will not replace or return to my home.Desired SettlementI would like for Carolina windows and doors to do as they said they would. Order me a door to fit my opening and install it correctly.Business Response /[redacted]/Carolina Windows and Doors has come to and agreement with the customer to remove and re-install the entry door. While doing so we have agreed to order custom stained trim for the interior. The order for the trim has been processed but we have not yet received and exact delivery date. Once we have the trim in our hand we will remove and re install to homeowners desire. As soon as we receive the trim and or confirm and exact delivery date we will schedule the install!Consumer Response /[redacted]/Carolina windows and doors is working to correct the problem.Final Consumer Response /[redacted]/

Door installation was not done properly which caused leaking, resulting in damaged flooring. A contract was signed for installation of 12 replacement windows, 2 doors, 6 pieces of glass, and 5 screens on October 13, 2014. The account number is 3564 with total cost of job at $14,322.00 and monthly payments set at $238.44 which is paid each month via debit card. The job was started and finished in March 2015. The sales reps were [redacted] and [redacted]. In June 2015 they were contacted regarding leaking around front door and two windows. No return calls or inquiry from them. Multiple calls to Carolina Windows and Doors resulted in scheduling of appointment to assess situation and damage, however on 3 separate occasions the business was a no show or cancelled. They were informed that with each rain event, the flooring at the front door was continuously damaged. Five months post initial contact regarding damage, on 11/4/2015, Cisco, the installer came to assess and fix the door. Upon assessment, his conclusion was that the bottom of the door had not been caulked resulting in water entering the house. He also noted the damage that was done to the flooring and stated, "I will let [redacted] know and we will see what he says". On 11/12/2015, [redacted] was contacted to discuss damages. [redacted] stated "flooring damage caused by water leaking is not our responsibility" and "the old door was leaking before we came to replace it". Since the correction on 11/4/2015, we have had rain, however the door has NOT leaked. This was expressed to the owner, however he continued to deny responsibility for damages. It was expressed that an agreement would not be made regarding this matter and he was thanked for his time and attention.Desired SettlementAcceptance of responsibility for damages as door was not sealed properly and pay to replace damaged portion of laminate flooring which is approximately 35 square feet.Business Response /[redacted]/Mr and Mrs [redacted] had unique situation. Their home was an older cinder block home that had a problem when the home was ruffed in. The block itself was lower than the flooring system also sloping back causing moister to come in underneath the unit. The moister infiltration was occurring before we were contacted to replace the door. At the time of installation our installer tried his best to correct the situation by adding a small layer of concrete underneath the unit in order to lift it up in hopes to get the unit high enough that the water wouldn't be directed underneath the new unit. Unfortunately as before the the door system itself didn't leak but it continued to come underneath the unit. A bed of caulking directly underneath a door replacement "already having a raised sill" is normally all the necessary caulking to simply eliminate any blowing wind or rain. In this case the cement and bed wasn't sufficient and had to apply and exterior layer around the threshold. As the home owners know this was occurring before we installed our new door. We think their request is fair even though some of damage may have occurred from a previous leak. Not being in the floor business or know how much flooring cost did a simply google search and found that total cost for 35 square ft low side is $234 and high side is $321. Again with damage being visible before would be willing to grant $225. This should cover more than need cost for what could have been caused by our product in the 6 month period. http://www.homewyse.com/services/cost to install laminate flooring.htmlLaminate Flooring CostNon-discounted retail cost for basic grade laminate flooring. Quantity includes typical waste overage, sufficient material for future repairs and delivery within 25 miles38 square feet$47.30 - $62.28Laminate Flooring LaborDirect labor to install laminate flooring. Includes planning, equipment and material acquisition, area preparation and protection, setup and cleanup.2.4 hrs$113.60 - $156.25Laminate Flooring Job Materials and SuppliesCost of supplies that may be required to install laminate flooring including: manufacturer recommended underlayment, fasteners, adhesives and surface sealants.35 square feet$19.31 - $25.00Laminate Flooring Equipment AllowanceJob related costs of specialty equipment used for job quality and efficiency, including: pneumatic finish nailer, 10" miter saw, electric jigsaw, 3" belt sander, 3 1/4" electric planer. $54.38 - $78.38Totals - Cost to Install Laminate Flooring - 35 square feet $234.58 - $321.91Average Cost Per Square Foot $6.70 - $9.20Consumer Response /[redacted]/In response to Carolina Windows and Doors I do accept the monetary sum of $225.00 to replace flooring. This all that I had asked for when I talked them on the phone. The problem that had existed with the water coming under the door has been fixed. Over the last two weeks we have had several inches of rain very hard at times with no no leaks noticed. So I am only to surmise that the repair I had been asking for all along is working. This all could have been avoided if Mr. [redacted] had honored are request in a timely manner 5 months ago. Thank you for your help in this matter Revdex.com. Mr. & Mrs. [redacted]Final Consumer Response /[redacted]/

Windows still not aligned properly; screen door does not open left to right as requested; crossbar so thin it bent/broke in one week.I called our salesman [redacted], regarding the above issues back in September '13. He promised to get back to me and I haven't heard a word back from him or the company since. During the sales visit he promised amazing service, but nothing happened after we paid.We were promised custom fit windows, but workers forgot to measure the lower window height at first visit. When they returned they only measured one window and not the other 30 plus which are different sizes. The salesman's window sample appeared to be made of a much sturdier metal than the flimsy ones that were installed. Several windows are very difficult to open and close.We ordered a screen door installed with a cross bar to prevent damaging the screen. The cross baris so thin/flimsy it buckled the first week. I had asked to have it installed opening left to right and was told no problem - it could be installed either way. The worker installed it opening right to left. When I brought this to [redacted]'s attention he told me if it wasn't written in the contract then there is nothing to be done about it.We paid $7200 for the windows and screen door.I believe we were cheated by shoddy workmanship.Desired SettlementFix the windows so they open and close properly;align the window heights so the storm window frames align with the original windows.Fix screen door so it opens left the right; replace flimsy cross bar.Business Response /[redacted]/Had a representative go out to assess the complaint and speak with customer in person last week. After discussing options to adjust the placement of the new storm windows we have agreed to remove and lower the two units in dining room to help center meeting rail on new storm with old wood windows. We are currently in the process of scheduling to get the installer back to the home to take care of these adjustments!Final Consumer Response /[redacted]/(The consumer indicated he/she ACCEPTED the response from the business.)Workers came and fixed/adjusted the windows. Job is now complete.

This company installed a metal roof on my house & it looks AWFUL!! Peak isn't straight, has a crimp/dimple in it. Bottom edge isn't straight. I complained about my roof over 4 months ago & have requested a phone call from them every month since when I go in to pay my bill. No phone calls have been made to me. About 3 months ago my neighbor said someone came out & walked on my roof but no one has called me to tell me what they found or hear my concerns. I paid a lot of money for this roof, was told they service & guarantee all concerns after installation but that's NOT been my experience!The day of installation, they just arrived (no notice), called to say they were going to do the installation & that I didn't need to be present. I thought that was convenient until I saw that they had broken several ornamental decorations & planters worth several 100 dollars during the installation. I financed my roof with them as well. DON'T DO THIS!! They disguise the terminology, but basically put a lean on your property. I learned this when I was trying to refinance my house to a lower rate & they refused to allow it. That would not have removed the lean.I just think their customer service is TERRIBLE!!!!!Desired SettlementI want a phone call!!I want a straight peak on my house so it looks decent. I want the bottom edge to be straight as well. When you turn onto my street you can see the sway of the peak...I want them to allow refinance of my mortgage.Business Response For all involved we have attached several pictures of the completed roof, and also the completion signed that on January 9 2015 that all goods had been received and the job was completed to her satisfaction. These are recent pictures of the roof that is now well over a year old. Carolina Windows and Doors placed the new metal roof over the EXISTING ROOF as stated in the property improvement contract. Every anchor, panel, piece of trim and ridge were all placed to the existing substrates. Any roofing system will lay directly over the current substrate and will follow any contour or curve that substrate may have. The home/roof in this application was built in 1969 making it close to 60 years old. Any type of settling that may have occurred throughout the last 57 years will not be corrected with metal or shingle replacement only. Considering the age of the home not only does the roof look great, but is also functioning exactly as it has been designed to. When every thing is in proper working order there is nothing to have to service, witch is a big reason most home owners are reverting to the metal application. Outside of tearing the home home down or removing and replacing all rafters framing and substrate the issues she is referring to can not be corrected. The complaint here is centered mainly around Carolina Windows and Doors not allowing any subordination's with financing agreements. Carolina Widows and Doors does not apply any liens to the property. A simple UCC-1 is filed notifying any creditors that money is owed on the property not included in the original mortgage. If the home owner were to sale or refinance the home the payment for any work done has to be payed in full to release and clear the UCC. If funds from the refinance were to be allocated for payoff of the roofing account the UCC would be released.November 2015 Carolina Windows and Doors was presented with a silver partnership award by McElroy Metal recognizing sales excellence with outstanding customer service and satisfaction within our metal roofing division. Consumer Response Very interesting response from Carolina Windows & Doors. I was NEVER informed of these things mentioned above...that the age of the roof might influence the appearance of it like this.This is a complaint about a 12k roof that looks like [redacted]!! A "lifetime warranty for any problems " and the fact that I've gotten ZERO customer service...ie, my 4 requests for a simple phone call...really???I did sign off on the work @ about 8 pm in the dark when I couldn't see the roof after being highly pressured to do so...on the night it was finished...This is NOT primarily about the lien they have on my house...and they are the ones that used the word "lien" when I called to inquire and request they allow me to refinance. Sub-par work...crappie customer service. Don't do business with this company!! At least not for a roof!Final Consumer Response (The consumer indicated he/she ACCEPTED the response from the business.)That's what I have been requesting. Thank you!!!Final Business Response The Job foreman spoke with the customer last week. He is going to come out himself and address the issues as soon as he wraps up their current project.