Complaints

This profile includes complaints for Abby Iron Doors's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Abby Iron Doors

  4400 Steve Reynolds Blvd Norcross, GA 30093-3324

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  Abby Iron Doors

  2111 Marann Dr NE Atlanta, GA 30345-3536

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:09/13/2022

  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.

  Purchased a door from their company with a warranty. They acknowledged that they are responsible to fix they kept saying they were going to send someone out months later someone eventually comes out. The person came to fix the doors and they made a bigger mess of the doors now they are two different colors, stained the stucco next to it black and ruined a custom made rug. I contacted them immediately they said they were going to fix it and months later they still have not fixed it after back and forth of trying to get someone out. They refuse to send a actual company with insurance to fix it. I want someone to come out to fix the damage they caused.

  Business Response

  Date: 10/05/2022

  Duplicated complains from same customer. Door purchased over 7 years ago, out of warranty, and customer expect the door to look brand new every year! We completed the last good faith service 7 months ago. Unfortunately this is the customer who would never be happy.

   

  Customer Answer

  Date: 10/06/2022

  The response from this business is completely false. I am attaching proof of the following. The doors are not 7 years old. The doors did not arrive until June 20, 2018. (See attached receipt with purchase date). The company contract which I have attached has a warranty for the finish for five years and the doors for ***************************** August of last year, way before the warranty was ever close to being up and they continued to blame ***** and that their serviceman was busy for months. I have attached the emails to them as well. They have only come out once to my property for warranty and have ruined the doors and have damaged my stucco along with my other property. (See prior photos sent to you)  To which they have stated that their serviceman had to leave for an emergency. I have been very patient with them and even after they sent someone who did damage my property I still gave them a chance to repair. Then when asked to come back to repair they used excuses and wanted to send someone who is not a licensed contractor/door repairman. I even went to the extent and got an estimate for repair and sent to them and asked them to use them. To date. they still have not responded or scheduled anyone to come out for months now. I would like for this all to be resolved but they do not seem to want to try to work it out. 

  Business Response

  Date: 10/07/2022

  Duplicated complains from same customer. Door purchased over 7 years ago, out of warranty, and customer expect the door to look brand new every year! We completed the last good faith service 7 months ago. Unfortunately this is the customer who would never be happy.
  
  
  

  Customer Answer

  Date: 10/07/2022

   
  Complaint: 18019285
  
  I am rejecting this response because:

  The response from this business is completely false. I am attaching proof of the following. The doors are not 7 years old. The doors did not arrive until June 20, 2018. (See attached receipt with purchase date). The company contract which I have attached has a warranty for the finish for five years and the doors for ***************************** August of last year, way before the warranty was ever close to being up and they continued to blame ***** and that their serviceman was busy for months. I have attached the emails to them as well. They have only come out once to my property for warranty and have ruined the doors and have damaged my stucco along with my other property. (See prior photos sent to you)  To which they have stated that their serviceman had to leave for an emergency. I have been very patient with them and even after they sent someone who did damage my property I still gave them a chance to repair. Then when asked to come back to repair they used excuses and wanted to send someone who is not a licensed contractor/door repairman. I even went to the extent and got an estimate for repair and sent to them and asked them to use them. To date. they still have not responded or scheduled anyone to come out for months now. I would like for this all to be resolved but they do not seem to want to try to work it out. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 10/09/2022

  Abby Iron doors has completed all the service, including sending technician from GA to a complete door refinish free of charge "outside of warranty coverage period". Our last free service was completed on 5/11/2022. After technician left, customer report some minor overspray. We sent local service tech to clean the overspray, but was turned away but customer because the cleaner was not "license and insured". A simple overspray paint cleaning job does not required to be performed by a licensed and insured general contractor. 

  Customer Answer

  Date: 10/13/2022

   
  Complaint: 18019285
  
  I am rejecting this response because you are stating that Abby Iron Doors has sent out a technician that came out to do a "free of charge outside of warranty coverage period repair? As I have said in the previous paragraph and have given proof, your contract has a warranty which states it is free of charge also when you refer to the outside of warranty period I contacted your company way before the warranty period and your company had excuses after excuses to come out to complete warranty repair. Please look at the delivery date of the door and purchase date then relook at when I originally contacted your company for the warranty. You are incorrect. 

   If you have a warranty on your contract it should be honored in a timely manner. If the technician was a repairman as you state, then he should be experienced enough not to damage any parts of the home including the door while repairing correct? A simple overspray was not what was done. They damaged the stucco to my home with black paint! They also damaged the custom made outdoor rug. You are also stating that the local service tech was sent and turned away?? that is not true! you never sent anyone out. I asked you to send a professional because of all the previous damage. Find someone who can repair the damage that was licensed and insured because if the new person comes out and  does additional damage who is paying for it since you don't want to repair what the first one did to my home?  Your company should not offer a warranty if they are not able to follow through with the warranty.  I have several emails from your company stating they agreed to the damage and that they would send someone to repair. 

   

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