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:09/06/2022

  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.

  Proposal: 2/7/22 Total cost: $13,526.63(x2 security screen doors & sliding door)Installation: 7/21-7/22/22 Problem: Sliding door installation Since carpenters were employees of Screens & Things I entrusted them with the installation of their product. After installation I checked their work and noticed wood used between the 2 frames as if to fill a gap. I was directed to have my ********* or ******* paint it. This did not sit well with me since I expected a metal finish at the base of the door. My ********* stopped by and said the old, wooden frame on the outside should have been removed so that the 2 new, metal frames would meet and wood not needed. Also was concerned that the painted wood would be hard to clean due to it being tacky/sticky. He stated that I paid good money and suggested to have S&T remove the outer frame and screen door. I called S&T and worker was sent to check out my complaints. "This is only the 2nd time that I have seen wood used in the ****** ********** were taken. S&T carpenters returned and they were informed of my issues and painted the wood with a weather resistance paint, which remains sticky and collecting dust and debris. Dead bolt lock was also fixed. I decided to call a meeting with the S&T carpenters, their supervisor and my *********. The 2 carpenters vocalized their views and then the S&T ********* mentioned something re: an 1/8" wood on the bottom of the door was causing an issue so that's why wood was placed throughout the frame. My ********* cont. to request the screen door and the old, wooden frame be removed & that he would re-install the screen door and frame. He requested that I receive compensation for labor. The S&T supervisor who was present called his office and returned with an offer of $300 and not remove the door. I was adamant that they remove the door since they are familiar with how it was installed and do it almost daily. Their final offer: $500 without removal of door due to liability.

  

  Business Response

  Date: 09/07/2022

  We sent the following to ******************** via email and will be mailing a letter along with the goodwill refund check of $500.00.

   

  Hello ********************,
  
  I sincerely believe that you will enjoy your beautiful new security door as installed. We are disappointed that your ********* took exception to the wood we added so the frame could be level instead of reframing the opening as he would have done.  As a gesture of goodwill, we are refunding you $500, on your order for the Kupono door, in an effort to ameliorate the issue. Although we recommend against removal of the door by your ********* so he can redo the framing, should you choose to do so, this should more than cover any additional he charges. We have installed literally thousands of security doors and your installers have almost 40 years combined experience. Every installation is different and different installers have slightly different installation methods.There is more than one way to skin a cat. Again, we strongly suggest that the door be left alone as it is properly installed and will operate for years to come without any issues. Obviously you are free to have your ********* remove the door, and have it reinstalled in the manner that he claims is best.Unfortunately, due to the inherent risk of damage to the door during the removal process, at that point we will not warranty the door nor installation.
  
  Thank you,
  ***********************,
  Operations Coordinator

  Customer Answer

  Date: 09/07/2022

   
  Complaint: 17921930
  
  I am rejecting this response because:  the added wood between the 2 metal frames can't be cleaned and maintained adequately due to the tacky/sticky finish and I'm not satisfied with the final appearance and outcome of S&T service.  Maybe my expectation of quality workmanship and customer satisfaction are unattainable even with the price we paid.  I don't understand what the problem is for you to refuse to have the men who installed the door remove it.  We paid a lot for what we requested/expected and aren't satisfied with the finish/final outcome.  Is this how you treat your customers when they have issues with your installation and are dissatisfied with the outcome?  Am I missing something that you're not disclosing to me re :liability with removal of the screen, sliding door?  I would hope and expect that your men would do the job of removing the screen, sliding door carefully using their knowledge and skill as they did installing it (with the exception of the wood).  
  
  Sincerely,
  
  *****************************