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Business Profile

Building Materials

HINTEX

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Building Materials.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

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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.

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  • Initial Complaint

    Date:08/19/2024

    Type:Service or Repair Issues
    Status:
    Unresolved
    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.
    Purchased Black plexiglass 2 car garage door on July 19th. After company received payment in full, I was informed that the Back color was sold out, would have to wait until 3 weeks for special order. Company offered the Silver Haze Frameless Glass garage door from the BAUALU Exotic Collection door for the same price. Full amount was paid *******. Door was delivered damaged. Had to pay installer $900 who spent 4 hours waiting for the delivery, could not install after unpacking due to 2 panels being badly damaged. Company shipped 2 replacement doors for arrival today. **************** confirmed the 2 new panels are also badly damaged. At this point, I would like a refund for the total amount paid and the $900 installer fee due damaged doors panels. Company does not respond in a timely manner via calls or email.

    Business Response

    Date: 09/05/2024

    On 07/18/24 we received an inquiry from ****** ****** (Customer) regarding 16x7 Black Garage Doors.
    After receiving an estimate Customer asked for a discount and $500 discount was confirmed.
    After sales representative double checked with the warehouse team regarding the 16x7 Black door which was initially requested (the payment was not confirmed or received yet) and asked Customers opinion if they would like to get the Silver Door (which is more expensive) with the same price. Also, Customer also was told that the lead time for black color is ***** business days.
    On July 19/2024 Ms. ****** emailed that they are open to receive the Silver as well. The sales representative confirmed additional discount to match the prices of Silver Haze and Black Badge and provided updated estimate.
    On July 20/2024 the customer made a payment of $5000 and $2,848.38 next day.
    On July 26/2024 Customer was informed that the door was picked up on July 25/2024 by the carrier for delivery.
    On August 3/2024 we received a call from Mr. ****** regarding the door panel being damaged.
    On August 12/2024 replacement panel was shipped.
    On August 15/ 2024 from Bashar Kalilla and ** ****** contacted and told that the replacement panels also were received damaged.
    We prepared the second replacement and informed Customer that the new replacement panel will be shipped again. Customer dined accepting the second replacement.
    On August 14/2024 Customer submitted a claim with ******************** asking for full refund and $900 installer fee - 8738.48
    On August 22/2024 Ms. ****** ****** and Mr. ** ****** informed us that they do not want the second replacement panels instead they were asking $3500 refund not the full amount.
    We spent a lot of time and resources with this Customer, we have taken all the possible steps to fix the issue and make it work for them.


    Customer Answer

    Date: 09/11/2024

     
    Complaint: 22143959

    I am rejecting this response because: The resolution was a second delivery of damage panels - an additional 2 replacement panels that were damaged was shipped. We cancelled the delivery after speaking with the delivery company who informed us the new panels were also damaged. After informing ****** about the second shipment, she agreed to send a third replacement delivery of 2 panels with no guarantee of the panels not being damaged during delivery using the same delivery company, which we rejected and requested the refund. ****** said she would follow-up with her supervisor on the refund request. After a few weeks, not receiving a response and no discussion on how the panels would be picked up, we finally found someone to fix/unbend the 2 damage panels. I forward ****** the information and requested reimbursement on the 2 damaged panels to cover fixing the 2 panels instead the full prices. I also, explained to ****** there is imperfection due to having to bend the metal, but it is on the inside of the garage. I have not receive a response after this discussion, therefore, still no resolution has been made by the company.


    Sincerely,

    ****** *******

HINTEX is NOT a BBB Accredited Business.

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