Complaints

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:05/02/2024

  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.

  We had 2 new exterior doors installed in 2022. The holes drilled in the doors for the latch/deadbolt did not line up with the holes in the door frame, so over the last year the door has split. On top of not being acceptable for brand new doors, this is also a safety concern as they could very easily be broken into at this point.
  
  After multiple emails and calls to the business, I found or sales persons phone number and sent him a text. Mid December 2023, they sent out a tech who slapped some wood putty in the split and said he would let "them" know.
  
  After not hearing from anyone for a few weeks, I sent a text to the technician on January 12th with no response.
  
  I continued to call the business with no luck. **** **** ** *** **** ** ***** ******* ** ***** ******** ** *** ****** **** ** *****.
  
  February 1st I sent another text to the salesperson with photos of the door. I also reiterated this is a safety issue. The sales consultant read my text but did not respond.

  

  Business Response

  Date: 06/02/2024

  We successfully installed the doors initially, and at that time, the clients did not express any concerns. Unfortunately, we are unclear about any modifications made subsequently or the root cause of the reported issues. Despite our efforts to address the matter by dispatching inspection and installation teams, it appears that a resolution may not be attainable without replacing the slab. Regrettably, there seems to be no alternative solution, and we have explored all possible options to the best of our abilities. In order to rectify the situation, acquiring a new slab is imperative. We sincerely regret any inconvenience this may cause and appreciate your understanding in this matter.

  Customer Answer

  Date: 06/02/2024

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because: There have been no modifications made to the door on our end. The door was incorrectly installed and from normal, repeated use (as normally happens with a front entry door) the door has split. 

  As the door comes with a 25 year warranty, we'd be happy to accept a replacement door. 

  
  Sincerely,
  
  
  
  Jenna *******

  

  Business Response

  Date: 07/02/2024

  The inspections we conducted indicate that there were no issues with the installation process. Our assumption is that the problem with the door may have been self-inflicted. Regrettably, such circumstances are not covered by the warranty. While we are more than willing to assist by replacing the slab, it's important to note that the cost of purchasing the new slab will need to be borne by you. We appreciate your understanding in this matter and are committed to finding a suitable resolution.
  

  Customer Answer

  Date: 07/02/2024

   
  
  Complaint: ********
   
  
  I am rejecting this response because:

  How could the splitting of a steel door be self inflected?? The doors have a lifetime warranty, which was reiterated when we handed over our cheque, so we would expect the business to uphold that.
  
  
  
  Sincerely,
  
  
  
  Jenna *******

• Initial Complaint

  Date:18/04/2023

  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.

  A window and door install at our cottage in December of 2022. The wrong door was installed. Pictures sent to the salesman at the time. He agreed it was ugly and not to the standard for the company. Promised it would be replaced within weeks. The installers damaged the hard wood floors during the install. The flooring needs to be replaced. The salesman promised the floors would be replaced. Since the install, I have texted and called every week to 2 weeks, each time being told its either been ordered or that someone will call me back. no one ever calls me back. I am continually being fed a line that I will be contacted or emailed within a few days but it never happens. Its now been 4 months, and we are no closer to solving this than we were the day the installers made the mistakes they did. Winter has gone and with warm weather, we can now see the window install was also botched, with well over an inch of clear silicone on each side of the windows - either measured wrong, or cut too big, either way its beyond acceptable workmanship for a ************** company. Out of pure frustration I am lodging this complaint to attempt to force their hand to deal with me and to fulfill their broken promises. Replace the door as promised. Replace my flooring as promised. Address the install job of the windows. ***** **** ***** ******

  

  Business Response

  Date: 03/05/2023

  We at SmartTech  are committed to providing high-quality products and services to our customers. We were sorry to hear that a customer had a negative experience with our company 
  
  
  Our goal is to ensure that all of our customers are completely satisfied with their experience with us, and we take all customer complaints seriously. We are actively working to resolve the issues that you have brought to our attention.
  
  
  Please rest assured that we are taking all necessary steps to address your concerns and ensure that you receive the best possible service from our company. We value your business and appreciate your feedback as it helps us to continually improve our services.
  
  
  Thank you for your understanding and patience as we work to resolve this matter. If you have any further questions or concerns, please do not hesitate to reach out to us directly.
  
  
  Sincerely,

• Initial Complaint

  Date:16/11/2022

  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.

  May 24 2022 Andrew came and we made order.
  Sent deposit on June 29/22
  Sergio came and measured and signed install date for August 15/22
  Called and messaged Andrew thereafter on August 13, 27, 30th and no answer at all to his phone or on their website. August 30 sent cancellation through text, mail no answer. October 28th Sergio calls ready to install, I refused install as per no communication from them and past installation date. Andrew calls, says he didn't receive anything, I informed him of my right to cancel, he then called 3x after I told him to discontinue. Suddenly gets my text messages!
  Now sent threat of legal action,
  We once again sent letters of cancellation this time as well registered. Section 13 says within one year of contract date if didnt recieve goods within 30 days of date stated. Which we did not. Continually disappointed with this business and their failure to conduct proper business. **** **** *** ***** ******* ** *****

  

  Business Response

  Date: 16/11/2022

  Hi unfortunately due to delays in supply chain ,some orders take longer than usual.
  Customer never try to contact with us for any updates  or order status.  Customer called is and, informed that he is not need anymore our product and service without any reason .

  Customer told us ,don’t try to call or contact me regarding this issue ,or he will use his friend lawyer and they will sue our company.
  We  explain that product that customer ordered is custom  made ,specially for his project ( custom size and colour)and we can’t resell or install to different customer.

  Customer told us ,now it is our own problem.

  We don’t have other way how to solve this matter, we will take legal action against customer and his property ,until problem is solved.

   

   

  Best regards 

  SmatTech

   

  

  Business Response

  Date: 17/11/2022

  Hi

  As our records indicate ,no one  contacted our company or customer service representative, regarding this order in past.

  We try to explain customer, that  order cannot be canceled at all , customer signed contract ant take responsibility to receive product and service.  Delays caused by supplier,(which is not under our control).our main goal costumer satisfaction.

  Letter that you received from our Legal department, explaining customer all possible ways to resolve this matter.

  Please take this matter seriously.

   

  Beat Regards

  SmartTech

  Customer Answer

  Date: 17/11/2022

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  It clearly states in our contract there is a reason for cancellation within our rights. Regardless of manufacturing time, companies need to reach out to their customers. I reached out to them and have all the paperwork which has been sent to our lawyers *** ******** *******. They're  now handling this issue. 
  
  Sincerely,
  
  
  
  Shanna ********