Complaints

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• Initial Complaint

  Date:04/17/2023

  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.

  They were recently installed. in the last couple months.
  I purchased two metal doors from ************, and the quality of the finish is not what they advertise. They used a spray can to spray-paint my doors after installing them because of scratches. Who would do such a thing after there was to be quality paint done at the factory? Now my doors are rough. They said they use the same automotive paint and put it in a spray can. Are you kidding me?
  
  They said they would not replace my doors, even though they spray-painted them. I do not want spray paint from a can on my doors. It's not the same finish as the factory. A touchup maker would have been acceptable for small scratches, but i guess there were more problems that that..
  
  What is my choice of action since they will not follow what they advertise?
  
  Please read ************* wording on their finish below.
  
  ************ wording from their website:
  
  Located in: HIGLEY - M******** ******** ****** ******** **** * ****** *** ***** ** *****
  ***************************************************************************************************************************** ********************* ************ advertises a superior baked-on finish:
  
  Paint and Finish: ************ uses a 2 layered zinc primer that is baked over the steel to reinforce all welds, and protect the metal against corrosion. It also provides a superior adherence for the paint.
  
  ************ uses a high grade automotive paint, applying at least a 3 layer base coat, plus any metallic or faux finish on top. There are many ways to cut corners and costs with your painted finish, so using someone you trust is crucial.

  Business Response

  Date: 04/26/2023

  Client ordered 2 doors from Visionmakers. Visionmakers has clear procedures which client reviewed and
  accepted. Client visited our showroom and saw the quality and
  characteristics of our doors. Client signed the Order, and CAD
  drawings with all pertinent details. Doors were built and installed. Client’s wanted doors to
  swing differently, requiring an extensive re-work, which
  Visionmakers discouraged but did at client request. This fabrication occurred at our local warehouse.
  Since then client has critiqued different items at
  different times. Visionmakers informed client that most minor
  cosmetic issues are addressed in our complimentary touch up appointment. This is standard, as the doors can
  get some light scratch or dings in shipping, install, and also by other
  contractors that are working around the doors during the home construction. Client has refused this service which would
  remedy most of his concerns. Client does have 2-3
  concerns which are not rational nor affect the quality and function of the
  doors:
         We met with clients, builder and architect on the jobsite
  and explained this. The architect – one of the most highly respected and sought
  after architects in Arizona – has used our doors extensively,
  including on her personal home. She has stated “we strongly
  encouraged them (client) to continue working with you, especially since you are
  willing to complete the install. Unfortunately they did not like my
  recommendations and we have not heard much since our meeting. Thank you for
  your efforts and sorry to hear it got to this point.”
  Visionmakers has sold and installed thousands of doors in
  Arizona over 20 years. Our reputation with the ROC and BBB have been
  spotless.

  more details in attachment

  Customer Answer

  Date: 04/26/2023

  My responses:
  
  
  I never accepted Visionmakers to "Spray Paint" the doors. The contractor told your installers not to spray paint the doors, but they did it anyway. 
  Question: Where on your website does it say that you will use a can of spray paint to paint (in my case you spray painted the whole door) a factory finish?
  
  
  You state in your response that how else would you touch up a door with scratches, except with spray paint? You should be using a small pencil like paintbrush like other companies do. That's how I do my touch-up with metal office products. You don't want to ruin a factory finish!  I know this because I know how the process works. You're deceiving your customers by taking away a quality finish.  
  
  
  Yes, my architect researched your work with other contractors and other contractors said that they have seen Visionmakers spray-paint their factory-painted doors after being installed, which then is no longer a smooth factory finish.
  
  
  I now suggest that you to refund my money or take the chance of having a class action lawsuit when your previous customers are informed about your practice of not fulfilling your advertising finish that's advertised on your website. 

  Business Response

  Date: 04/26/2023

  We respectfully decline to discuss this further.

  We encourage you to contact the AZ Registrar of Contractor for a site arbitration.

  God bless.

  Customer Answer

  Date: 05/10/2023

  One of the Installers got out a can of black spray paint. They had sprayed painted the door dings and scratches after I had told them not too! This altered and compromised the high grade top quality finish they advertise on their website.

  Upon inspection of the doors we noticed the following;
  *Inconsistency on the finish with rough and smooth spots on the doors.  Visionmakers high grade finish had been compromised when they used spray paint to touch up the doors.  (Please see the attached information on the correct way to touch up these types of custom doors)
  *Several dings.
  *Indentations in the door.
  *The Arched Door frame width is not consistent and does not match the CAD drawing we signed and agreed to.  The CAD drawing shows a perfectly arched door even on all sides of the arch.  The door we received the arch isn't perfectly symmetrical.  We have wide and narrow areas at the arch.
  *The Arched Door has an uneven door handle back plate.
  *The Arched Door has scratches on the inside of the glass in the upper right hand corner.
  *The Homeowner's were unhappy with the swings of the doors.
  
  They state our concerns are not rational. 
  
  We have reached out to several other door companies here in Arizona who say the same thing we are saying, spray painting the doors to cover dings and scratches compromises the high grade finish.   Please see the attached "Touch up Paint Process"  
  
  All we are asking for is what we paid for.  

  
  Please Visionmakers, work with us!!  
  
  
  Respectfully,
  Carla Sharp/Manager
  Sharp Western Development, LLC
  R.O.C. B-268623
  480.369.3452