Complaints
Customer Complaints Summary
- 1 complaint in the last 3 years.
- 0 complaints closed in the last 12 months.
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Initial Complaint
Date:11/14/2023
Type: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.
Ordered a very expensive new front door from this company over a year and a half ago, and they still have not finished installing the door. They do not return phone calls and have not scheduled time to finish the door installation regardless of our attempt at multiple calls to get the job done. In addition, the door was installed improperly initially which took multiple phone calls and several months for them to respond to.
Business Response
Date: 11/14/2023
Hello, my name is *************************** and I have been working with ******************* throughout the installation process and the service/warranty items thereafter. All of the product mentioned below is custom manufactured and has extended lead times.
Below is a timeline of this project:
11/8/2022 - Customer signed contract for a new door with installation.
6/2/2023 - Installed door. Installation was complete at this time. However, the client originally requested that we set the door high enough to clear a particular rug. Once completed, they did not like how it looked and asked us to set the door lower. Door was reinstalled lower per their revised request, and as a result, the original 2-1/4" interior casing profile no longer covered existing paint lines. As a goodwill gesture, we ordered custom 3-1/2" casing that would be wide enough to cover. Once received we would have it custom painted at no additional charge.
6/23/23 - *** emailed to report operational issues.
7/1/2023 - Our service technician visited the site and made some adjustments to get the door operating better, but further action was needed. He did note that he wanted to recess the hinges for better operation and customer did not allow him to do so.
7/5/2023 - Upon receiving photos from our service tech, I connected with the manufacturer's warranty department. I emailed them the pictures and information,and they placed an order for warranty cladding and hinges.
8/25/2023 - New interior casing was received and delivered to our finishers to be painted.
9/8/2023 - I left a voicemail for *** to see if we could schedule for 9/15/2023 to install the new interior casing. Per customer request, he wanted casing to be completed after service repairs (hinges/cladding) were completed.
10/4/2023 - *** texted photos of a new exterior warranty item and per photos,manufacturer advised we should be able to resolve by recaulking.
10/15/2023 - **** replaced hinges and it still did not fully resolve the issue, and he was finally permitted by client to recess the hinges. Door now operates properly.
11/3/2023 - *** left a voicemail to check status of casing.
11/7/2023 - I spoke with *** and let him know I was working to get this scheduled.
11/13/2023 - Spoke with manufacturer and requested warranty exterior cladding kits and color match caulking, they are ordered, awaiting eta.
11/14/2023 Confirmed with *** to install exterior casing on 11/17 - AM. I let him know that I would follow up with eta on the exterior cladding kits and caulking.
We certainly understand the frustration around custom ordered products and parts, and the extended lead times that go along with it, and we are eager to wrap up outstanding items.
Everything following the day of installation has been covered under warranty, and we have not yet collected the final balance for the installation, so that customer has leverage and knows we will complete any outstanding items.Business Response
Date: 11/14/2023
Please let me know if you want any documentation.
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