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:09/29/2022

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 7/14/22 I placed an order for 5 panel cabinet doors via email. Cal Door mistakenly changed the order to be a slab, or single piece door, and then sent over the order for my review. I checked the measurements of each of the doors and approved of the sizes, not catching that they had changed the style from my initial request. The doors arrived on 8/26/22, and when I contacted them about the mistake I was told that the full price would be charged again to remake them as I requested. I was asked who had filled out the cover sheet for the order form- and they had, not I. I attempted to purchase equipment and materials and make them myself to save the money, but had to forego that, not having the proper equipment and expertise to do so. When I contacted Cal Door on 9/19/22 again about remaking the mistaken doors, the sales team was quick to verbally promise a discount, but then had to rescind, quoting management. In my request I also offered the use of the additional specialized materials that I had purchased to fulfill the order, but they refused to work with me on this offer. So I requested to speak to the same management on 9/22/22 about the problem, and as of 9/29/22, although I have submitted multiple requests verbally via calls to office and sales team, and via text and email. As of 9/19/22 I continued to make request to get the new doors made with not official response until 9/6/22 when I received an email that my doors were in production for a cost of ********* completely bypassing the standard estimate form that I should have signed. I asked them to cancel the order, because my initial order was ********* On 9/27/22 I made an offer to pay for the materials if they would remake the doors, and I have not heard back from management about this- as a matter of fact, I have not heard a single response from management about any of this. I have been professional and polite through this process, and am still attempting to reason with them of their need to make it right

  Business Response

  Date: 10/19/2022

  Business Response /* (1000, 5, 2022/10/04) */
  Consumer states that he placed an order and we changed his initial request from 5 piece to slab. Consumer placed the order for slab and we have written proof. Further it is the customer/consumers responsibility to check their order and their order confirmation. To consumer's own admission he did not catch the alleged change. Our order confirmation policy is on all order confirmations in big bold red and blue letters: PLEASE BE ADVISED: Attached are your orders that are now in production.
  
  It is your responsibility to review ALL INFORMATION. Cal Door & Drawer will not be held responsible for any incorrect information! You have until 12:00PM of this business day to advise us of any errors on our part due to data entry.
  
  Now that the order(s) are in production, any cancellation or changes on your part will be subject to charges based on materials already cut.
  
  ANY Misc or rush order shipping in 5 days or less; no changes can be made unless there was an entry error!
  
  We are happy to remake these doors to his new specifications but it will be at a charge
  
  
  Consumer Response /* (3000, 8, 2022/10/04) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I also have written proof of what I initially requested. Yet I respect the right of a business to choose how they handle their customer's dissatisfaction. I will cease from doing business with this attitude and approach to a polite request for a discount for poor account management.