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:20/04/2023

  Type:Product Issues
  Status:

  UnansweredMore 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.

  - LIGHT VISIBLE WHEN DOOR CLOSED
  - SIDELIGHT INCORRECT
  - WEATHER STRIPPING SHOULD BE WHITE
  - DOOR DOES NOT CLOSE PROPERLY TO DOOR JAM-AIR SPACE
  -NOT WHAT BUYER BOUGHT

  Business Response

  Date: 21/04/2023

  Good Morning,

  We are most willing to visit the customer and review the situation.  Light penetrating in, or issues with the door not sealing properly are all installation issues that can easily be resolved.  Our Service Technician is planning a visit, based on your previous request, and will be more than willing to make any necessary adjustments to the door, seal, or compression seals.

  As to the sidelight being incorrect:  It was explained and understood (and signed off) at the purchase, that the opening was not wide enough to use a sidelight similar to the neighbour's entry door, with a panel below the glass.  The only sidelight that would fit (without reducing the door size) is called a "Direct Set" which provides maximum light. (Customer asked for maximum light into a dark entry)  Pictures were shown, and drawings were used to illustrate how this would look, and our customer was very satisfied with her order.  It is very unfortunate that our customer is not happy with the end look and result, as we all work very hard to ensure total customer satisfaction.  In fact, our customer is hosting a family gathering and wanted assurance that this installation would be completed before May - our production team made this a priority, and we moved other installations to be able to complete this project well in advance of May. (completed March 31st)

  Further, our installers spent several extra hours in an attempt to ensure customer satisfaction.  They truly went above and beyond, as they truly do care about the end result and satisfaction.  Our customer signed off at the end of the installation as complete and fully satisfied, circling all answers as "YES, I'm satisfied" then provided full payment via credit card and cheque.  Days later, the cheque did not clear at the bank, and now this complaint.

  As mentioned, we are more than happy to visit (visit has been planned with our technician) and resolve any issues related to installation.  However, the product purchased is exactly as ordered and cannot be altered at this point. We do expect resolution to the installation issues as noted, and we will therefore expect full payment to also be resolved.

  Most sincerely - Clera-Aurora Management

   
  

  Customer Answer

  Date: 02/05/2023

   
  
  

  Door is too short, and is 2.75" higher than the floor. The gap from the frame to the door is significant and is being hidden by the strip but is not sealed and cold still comes in. At the side of the door the gap allows light to come through because it is not  overlapped  on the frame properly. This cannot be repaired - the door must be replaced. It is a hazzard.  It was not that way before. Light can be seen and cold air comes through because the weather stripping at the bottom bends and does not seal properly. Where the door latches on the inside I can put the finder in the gap.

  I wanted the same door with window side light as is in the picture on the order form. If they could not do it they should have said, they did not at that time. The window is smaller and the length should be on level with the door and it is not at either the bottom or the top.

  The threshold under the door ( the dark strip) was added to raise the sill to meet the door rather than putting in the correct sized door.  It is considerably higher than my original door and is a tripping hazzard.

  The install seems to have been done high and then been built up at the bottom to accommodate that.

  Flash from the top of the door is 2 different colours still but they have agreed to fix this since the compliant was filed.

  The caulking is disgusting, very poorly done which they have also agreed to fix this since the complaint was filed.