Complaints

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• Initial Complaint

  Date:01/22/2024

  Type:Product 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.

  Since August 29, 2023, we have been under the impression that the matter would be resolved. 1. At present, we are seeking a refund for the payment made for both the door installation and labor.A flawed installation poses potential risks for both minors and adults in everyday situations. In the event of a natural disaster, there is a potential for a tragic outcome.2. Screen was not provided for the door.

  

  Business Response

  Date: 01/23/2024

  *****************, The correct door was ordered and installed per the digitally accepted contract, see photo of unit drawing and the phone number provided. A deposit was given March 15th via paypal and the owner of MIW met with your contractor in the unit to do measurements and consult for installation. The materials were ordered and delivered to your unit and the were installed July 3-5th 2023 due to concrete restoration on your building, the second payment was not made as per the contract, but was paid in full on July 12th 2023 after the contractor confirmed satisfactory installation as well as emails between you and myself and communicating through whatsapp. Per the buildings availability to give us access during the concrete restoration, the installation was inspected by the ****************** ************* on August 10th 2023 and was passed.
  1. How can you determine the installation was defective and can cause detrimental harm etc, if the city passed the inspection? The issue was not labor or that the door was defective at the time.
  2. August 28th 2023, you returned to the unit and asked for a screen for the door and a replacement for the dented one in the window.  We were able to fix the issue with the screens, but not your complaint about the configuration of the door.
  Your message to us was:
  From 808s Mon Aug 28 2023 at 1:34PM:
  Handle from outside is very close to the side and almost  impossible to open.
  Also requires tremendous force to open it.
  I also don't see where the screen can go.
  And finally I didn't ask for double doors, should of been one stationary as was done for my father at ****s and what I have seen at other apartments. I need 1 sliding door only.
  Would appreciate someone can stop by today or tomorrow in a first part of the day.
  My response was at 1:48PM:
  We cannot change the handles, this is how the door is manufactured and placed.
   The door is very heavy yes, as it is impact, the more the door is used, the easier it will be to open.
  we checked and since the door opens on both sides, it does not have a screen, that is correct so we would only need to fix the bedroom screen.
  ****s contract was not signed with your family directly, so the option for one side to open was given by the contractor. Likewise, for this door in 808s, no option was chosen at the time of signed, so the default factory option is both sides opening. I believe someone met **** in the unit and in his notes and on the drawing of the unit, he noted ** meaning both doors open. This cannot be changed, it can only be reordered if you only want one side to open.
  Same for the screen replacement, we were not aware the screen was dented, it would have to be picked up and brought to the factory to be repaired, i can send someone to pick the screen up today. He can be there within an 1-2hrs to pick it up.
  
  see photo attached
  Then you asked for Moez to call you and we proceeded to fix the window screen.

  
  Our response Aug 29th 2023 was per the email below where your management office was copied:
  Re: UNIT 808S Balcony Door
  From: MIW IMPACT WINDOWS AND DOORS
  To: *********************, *************************, ********
  Tue, Aug 29, 2023 at 5:53 PM
  Hello, **** has responded and has stated that all service issues wait until he returns to be resolved.
  His resolution includes securing one sliding panel of your choice as fixed and a screen door installation.
  He prefers to meet with you in the unit upon his return in the last week of September to explain the resolution.
  Words cannot illustrate what needs to be completed. He needs to show you so that you both can come to an agreement.
  The factory has responded with instructions as to how to flip the handle around to accommodate opening the door easier.
  This will also be completed after ****'s meeting with you.
  Regards,
  Dee T
  
  Moez met with you in the unit and a verbal agreement to adjust the door with the recommendation from the factory as well as parts to be provided to make one door stationary and the other door would be active. That conversation led to my guys returning on Dec 6th 2023 and they completed the adjustment, your father *** was in the unit. He was advised that one panel would be adjusted to be a fixed panel and will not open, while the other panel that would stay active and a screen could not be installed due to the position of the active panel. The installers were there almost a full ************* the door. Unfortunately, they forgot to change the handle so that it fits the right way. Your photo shows the handle installed incorrectly where your fingers would open the door. That was the only thing they forgot to do. No mention of this was made to us so that they could return. Instead, you asked for Moez to call you on Dec 22nd and was advised **** had just left the country to spend the holidays with his family overseas and still is as of my response today.
  The issue is not the installation, the issue is your contractor that you so trust to make decisions made a mistake on your behalf to advise us how to order the door. So, you want us to buy a new door for you, the owner said he would not pay full price out of pocket for the door, to meet him half way, because the mistake was not his. You stated you wanted the door to be configured like the previous unit we installed, which you are completely satisfied with, but we do not have that statement anywhere in writing from you until Aug 28th 2023.
  So to say we are unresponsive or that we are not offering any resolution or not communicating with you is false, we have all emails and whatsapp messages. To call or text Moez when you have been notified constantly the times when he is overseas is misleading, you have always reached out to the office and we have always responded accordingly.
  Now you have disputed payments and left bad reviews.
  Note briefly you were satisfied with the previous work and as a returning customer and left no previous review or referred us to any other customer.
  Also to note your discounted contract; the door in your contract is $4150 and the installation is $750, yet you want to dispute the full amount including the engineering and permit fees?? **** had said pay half to get a new door and half would be $2450 less than the cost of the door to be fabricated and this process is 6-8 weeks as you are well aware. Half the money of the door installed would mean we are both accepting the miscommunication on both our end. That is the only resolution we can offer.
  
  

  
  

  

  Business Response

  Date: 01/23/2024

  See contract attached detailing specifications and cost of door and labor.

  Customer Answer

  Date: 01/26/2024

   
  Complaint: 21182487
  
  I am rejecting this response because:

  See attached.

  Sincerely,
  
  *********************************

  Customer Answer

  Date: 01/29/2024

  The manufacturer has declined to take the responsibility for the faulty service and has made several false statements in their response to the Better Business Bureau (BBB). The offered resolution from MIW was
  summarized as "Moez had suggested paying half to obtain a new door, with the remaining half totaling $2450..."

  As was stated by me in the response:
  
  While I understand and appreciate your offer of replacing the door at half the cost to me, you must understand that I am not a specialist in this field, as the fabricator/ installer, it was your job to measure and install appropriately and you have failed in your duty to do so.
  

   

   

  
  

  

  Business Response

  Date: 01/30/2024

  MIW is not the fabricator of the door. We provide installation services. The factory will not take responsibility as the door was fabricated as measured and ordered

  We installed the door correctly as we have done in hundreds of units in your building.

  The issue with the handle is easily rectified, there is no other hazard/detrimental/tragic issue with the door. It stood up to the storms that passed and will in the future.

  We understand that you want a new door and have offered a more than reasonable solution, per the details of the contract.

  This is not entirely our responsibility and we are willing to go half with you to resolve the situation. That is our only offer, we are not going to buy you a new door out of pocket and provide free labor for an issue that does not require us to do so.

  Please advise.

  Customer Answer

  Date: 01/30/2024

  
  Complaint: 21182487
  
  I am rejecting this response because:

  Your current response contradicts the information provided to me by ***** during our last phone conversation. 

  It is not my concern how the measurements were taken by MIW and what was relayed to the factory.

  I am a paying customer whose only responsibility was to pay the invoice that you have provided for the work that I have requested.

  Contrary to what has been suggested by you, my intention was never to acquire a new door nor did I ever request it; rather, my concern lies with the proper installation of the existing doors and screen.

  To avoid extended legal proceedings, I am prepared to set aside my grievances regarding the substandard installation and customer service.

  I propose a resolution to rectify the situation, which includes the following actions:

  1.Repair the door handle as was initially requested and for which you have given me a runaround since August.

  2. You did not address my initial inquiry about a missing screen that was agreed upon during the initial meeting with ****. This matter will not be settled without the screen being installed.

  Best regards,
  
  *********************************