Complaints

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• Initial Complaint

  Date:03/07/2024

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  We purchased three ***** **** Cypress Doors made by Doorlink Manufacturing. The decision to make the purchase was based on the information given in the Doorlink sales brochure. When the doors were installed, it was obvious that the color of the doors was not the same as the color shown in the picture in the brochure. When I called to see what remedies were possible, I was told that the factory could sort through stock sections and send ones that more closely matched the door color in the brochure. When I followed up to find out how to proceed, I was told that the suggested remedy was NOT possible. I then requested a refund and was told that was not possible. I received a phone call the next day from a company representative who told me the sections could not be replaced, a new color that may more closely match the picture could not be provided, and that there was no refund available because the doors had been installed and are now considered "used". I was also told that we should have looked at a sample of the door color before making the purchase and that we should not have relied on the color shown in the brochure. Here are the problems:
  A sales brochure, by definition, is a solicitation to purchase to a customer--and a reasonable person would expect to be able to make a purchase based on the information provided therein. This would include following directions or instructions to ask for samples, or instructions to "See Dealer for more information"--the brochure offered no directions or suggestions in this regard about the colors. We did not know that a sample was available, or recommended. The only caveat in the brochure is an obscurely placed notice written in a subscript font that says *Colors may vary from actual product".
  It is reasonable that colors may vary during production--as humidity, individual color lots, temperature, etc can affect the color and create a variation from the sample color; however, the doors that were delivered to us are a different color than the sample, not a variation of the sample color.
  The refusal to refund the purchase because they are now "used" is, at best, ludicrous because the doors are shipped in individually wrapped sections, and there is no way to see the overall color of the door until the sections have been assembled, rendering them "used" as defined by your factory representative.
  The factory representative was blatantly unhelpful in trying to resolve any of these issues. Up to this point, Doorlink has made it clear that they have no intention of processing this complaint in good faith, and have not been open to any remedies. I hope that you can bypass the rhetoric and lack of helpfulness that we have experienced so far with your company. We are now requesting a refund, including the costs associated with the assembly of the doors on site, the disassembly of the doors, packaging the doors for shipment, and the shipping costs.
  
  I am uploading a screenshot of the picture in the brochure vs a picture of the actual doors.