Complaints

This profile includes complaints for Dover & Company's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Dover & Company

  4247 Miller Rd Flint, MI 48507

  
• 

  Dover & Company

  2857 Enterprise Ct Saginaw, MI 48603-2418

  
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  Dover & Company

  PO Box 706 Flint, MI 48501-0706

  

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:12/18/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Its no longer the reputable company that they claim to be as they were bought out by two individuals. My experience was a nightmare, & Im left questioning their ********************* The installation initially seemed fine, but water started leaking through the doors, damaging my floors & bringing bugs. Over a year, the company made multiple visits to fix the issue, but it was clear they didnt know what they were doing. The owner admitted that the installer lacked experience. They never sealed the front door properly, & the owner pointed out other mistakes but never fixed them like reusing my old trim when I paid for new trim. Then water started to pour through the doors. They came back, temporarily sealed them, but the manufacturer later confirmed that the doors were defective, requiring a full reinstall of two back doors. For the new install, they sent 1 person who couldnt do the job, leaving the door exposed overnight. When the installer didnt show up for a follow-up, I was told it would be another 3 days before they returned. they claimed the problem was due to rotting siding nowmeaning they had installed new doors on damaged wood, which was against protocol. Now, theyre blaming the siding & refusing to take responsibility. I did not watch them on their last visit to fix things I am thinking, they covered up their mistakes when I wasnt looking, & now theyre blaming it on siding to alleviate prior responsibility, which is unethical. During a year & almost 20 visits later, the owner promised to help with my damaged floors & doing a partial refund. They are now saying it isnt their problem & is taking back all previous promises. Throughout the process, they were consistently late or missed appointments. They are unprofessional & disorganized. I paid $15,000, & I dont know if it was done right. Now Im left with unresolved issues & must find another company to help

  

  Business Response

  Date: 12/20/2024

  First,I genuinely apologize for Ms. ******* frustration. I take all feedback very seriously,as it helps us improve our services.
  I want to clarify and address some of Ms. ******* concerns. While I understand that her experience didn't meet your expectations, our records show that we have made multiple attempts to rectify the situation, including speaking with her on 10/9 to ensure she was happy and let me know if she needed anything as my goal was to make her happy.Besides that, she has not reached out to me directly or indirectly. We strive to maintain a high standard, and regretfully, this was not communicated or perceived effectively during this project.
  
  Regarding the installation, we always ensure our team is trained and capable of handling all the complexities involved. If any oversight was made, I take responsibility for those actions. Our intention has always been to find solutions rather than pass the ***** The mention of the siding was based on our assessment of the situation and not an attempt to deflect responsibility as it was outside the original scope of work.  Nevertheless, prior to discovering of the siding issue The Dover team went above and beyond to find faulty in the door provided. I sent technicians out on 3/20, 4/2, and 6/6 to do a water test, and they all passed. Then, on 8/27, I had the manufacturer come in from ******* to test for defects, and their findings also ********* ensure ********* everything was correctly installed, I approved a complete replacement due to her unhappiness and having to deal with water issues. On 10/29,the technicians finished the new door, inspected the door, and performed a water test on the front door. They also wrapped the garage door. Ms. ***** checked off everything on her list and completed the work order satisfactorily.On 11/4, Ms. ***** called and said she was still having issues; on 11/22, we sent technicians back out again to perform a water test with the client, and there was no issue. The door was sprayed with water several times, and the client was happy with the door. The client agreed the leak was in the siding and signed off on the work order.
  
  I am unsure what Ms. ***** would like me to do as Dover and Company has more than fulfilled its contractual obligation and has provided services out of the original scope of work. But if she is open to it, I would love to discuss this matter further to see how I can turn this around. I aim is to provide a service and uphold our commitment to quality and customer satisfaction.
  
  
  Godspeed,
  
  ***** ********
  Owner
  Dover and Company

  Customer Answer

  Date: 12/21/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  ***** has not been involved, and I was working with the other owner ****** who has now stopped answering my phone calls. ****** told me before that he would look into a partial refund for me and that is what I am looking for. The company was going to repair my floors which I rejected because I did not feel comfortable nor trust them to rip up my flooring. I am looking for a partial refund not only because the experience was absolutely horrendous but because I dont have good faith my doors were still installed correctly, because of the damage to my floor caused by their install and defective doors-not siding-and I still dont know where the water is coming from. I have to now hire another company to help me since this one no longer wants to be involved. I dont know what other companies will say and may recommend for me to do a whole new install on the leaking doors so I am in need of a partial refund. ***** stated I agreed that the water is coming from the siding and I dont. I never agreed to that. I signed their work order so the guy could leave my house. 
  
  Regards,
  
  ******* *****

  

  Business Response

  Date: 12/28/2024

  Tell us why here...I sincerely apologize for the challenges ******* has faced throughout this process. I want to clarify that ****** is a managing partner on the residential team, not the owner. While she has requested a partial refund based on her experiences, our records show that Ms. ***** signed off on all the workorders, confirming her satisfaction and agreeing that the leak originated from the siding. She has also witnessed multiple successful water tests on her door.
  I understand her frustration with her flooring, which is unrelated to the door installations. Attached are before pictures of the water damage, and highlighting an area of concern that is four feet away from the door and outside the scope of our work.
  After reviewing the case, I can confidently say that Dover has gone above and beyond to address Ms. ******* concerns. I encourage her to provide any additional documentation, as it will help clarify the situation. If she hires the new company, I recommend obtaining a detailed assessment to identify the leak's source.
  Her satisfaction is important to us, and I will do my best to address her concerns within our agreement. I hope we can work towards a positive resolution, and she is welcome to reach out to me directly for a prompt resolution.
  
  Godspeed,
  ***** ********
  Direct: ************

  Customer Answer

  Date: 12/28/2024

  
  
  Better Business Bureau:
  
  Since day one working with your team they didnt seem to ever really know where problems were coming from and everything was a guess. ****** also told me he was the owner and made promises to me of a partial refund or helping me with the damaged floors. I still have water coming in my house and I did not have water coming into my house before you installed the doors. I did not understand that signing a work order meant that I agreed with everything that the person was saying, and I do not know and cannot say confidently that the water is coming from the siding and is not just another guess from your team. It is clear your team does not know what they are doing or even their role in your company. I also cannot confidently say the last time your worker was here that he did not do something in addition that was not told to me to cover up mistakes since I did not watch him as he was working. As I stated previously, I still also dont know if my front door was installed correctly because ****** told me that the person who installed the door should not have done such a large job as he was not qualified to do so and was the one who installed the back doors originally incorrectly causing the first water damage to my house.  I spent almost a year, having to tape towels underneath my doors from continuous water coming in from my door from both the manufacturing error and from installed mistakes from someone on your team, who should not have installed my doors. Your team admitted that he installed the doors incorrectly while making multiple Mikey mouse mistakes. This ruined my floor in my kitchen in 4 areas. Yes you put new doors in, but that is not going above and beyond when the prior doors were not manufactured correctly, other promises were being made on behalf of your company that have not been followed through on. I think youre trying to cut corners and do things incorrectly, and take advantage of people and that is unethical. I spent $15,000 with your company for jobs that I cannot say confidently were done correctly that I have to hire another company to reassess and help me fix. ****** told me he would look into a partial refund. Im just looking for that to be honored. He also said he would fix the flooring and that is not being done but I clearly do not trust your company to do any further work on my house. 
  
  Regards,
  
  ******* *****

  

  Business Response

  Date: 12/31/2024

  Dear ******* *****,
  I appreciate the opportunity to clarify some points regarding your concerns.
  Its important to me that we address any misunderstandings. From the beginning of your partnership with Dover and Company, we have strived to keep you informed every step of the way. I understand that your message contains claims that do not accurately reflect the situation, but at this point, we can agree to disagree.
  After a thorough investigation, we have determined that the water issues you are experiencing stemming from the siding, which we werent contracted to assess.Ive reviewed the photos and can see evidence of pre-existing damage before our work began and no additional damage after installing the entry doors.Additionally, while I understand your frustrations regarding the state of your floors and doors, the siding repairs you require should not exceed $1,000.
  To ensure you have the support you need, I am willing to refund $1,000. This will allow you to engage a company of your choice to address the water leak issue effectively.
  We regret to inform you that, due to several factors, Dover and Company will not be able to continue business with you in the future.
  Thank you for your understanding. Please let me know how you would like to proceed with the refund.
  
  
  Godspeed,
  ***** ********
  Direct:************

  Customer Answer

  Date: 12/31/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  Thank you, but you are incorrect. I have a tremendous amount of damage to my floors that occurred after your company did the install and again once the door glass also started to leak from being defective.  
  the first time I had water coming into my house your team said it was because of the mistakes ****** made during the install, and they were then addressed and fixed and I didnt have water again until it came through the defective doors in the glass. These issues and damage to my floors were NEVER related to siding. 
  The biggest question I have is if the issue is in fact the siding which no one can say confidently that that is 100% the problem, why did the team install new doors on rotted wood when that is not protocol? If protocol was followed throughout the process, then I would have had someone who was qualified to do my install, and the rotted pieces of wood connected to the new door would have been replaced. They also did not put new trim around my new front door, which I paid for initially, and they reused my old trim which is cut up and mismatched. Even when I pointed this out to ******, he said that looks like s*** and never said he would make that right. 
  To investigate this with another company, possibly replace the siding, apply new trim around the front door, reseal the door and fix my damaged floors will exceed $1k. I would like to ask for a refund of $3,000. 
  
  Regards,
  
  ******* *****

  

  Business Response

  Date: 01/06/2025

  ******* *****,
  I appreciate your patience as weve navigated your concerns. At this point, I believe it's best to agree to disagree on certain aspects because, after thoroughly reviewing all documentation, Im confident in my understanding of the origins of the water damage.
  However, my primary goal is always to ensure our clients are as happy as possible! I took the initiative to call you regarding the scheduling issue when you were understandably upset on 10/9. After the appointment, I checked in to ensure you were satisfied with the outcome.
  To further demonstrate my commitment to your satisfaction, I will issue a refund of $3,000 today, January 6, as requested. I hope this helps resolve the situation.
  Please know that open communication is vital to me and the Dover & Company team, and I genuinely believe that a simple phone call could have resolved many of the concerns weve encountered.
  If you have any questions, comments, or further concerns, please feel free to contact me directly. Im here to help!
  
  
  Godspeed,
  ***** ********
  Direct:************

  Customer Answer

  Date: 01/06/2025

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

  I just want to note I tried to discuss this with ****** and he did not get back with me twice which is why I took this route. He told me he was an owner.

  Thank you for the refund this will help me with trying to fix these issues the correct way  

  Regards,

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