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:10/21/2024

  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.

  I had an entry door and storm door put in. The *** construction company damage the outside wall. The company said they are not liable for the damage these things happen. It's not stated anywhere that this could happen. The manage said I can get a handyman to fix it meanwhile I paid for the doors and installation . The workers didn't say anything about what they did to the wall. This is not right .

  

  Business Response

  Date: 10/22/2024

  Our goal is to always provide exceptional service to our customers for 100% satisfaction. 

  Stucco is very fragile, and as such, we are not responsible for any damage caused to stucco as a result of a door install, since the stucco may be disturbed during the normal course of the install.  However, when we first go to the customer's home to provide a measure and estimate, our policy is to note that on the measure document and to explain to the customer that damage to the stucco is a possibility, prior to the customer purchasing the install.  Unfortunately, that was not done in this case.  We have already left a voicemail message with the customer yesterday and again today, as well as an email, asking that they call us so we can schedule a service appointment to repair the stucco.

  It is our hopes that the customer calls us back as soon as possible so we can schedule the service and make all necessary repairs to their stucco.
  

   

   

   

   

• Initial Complaint

  Date:05/16/2023

  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.

  On January 21, 2023, We placed an order (************) with ********** for four interior doors. Shortly thereafter, Lex Millwork contacted us and arranged for a technician to measure the doors. We explained that the house was old and we were only interested in replacing the slabs. The Lex Millwork representative, said, "no problem." The technician arrived, commented (more like complained) on the "crooked frames," and said that we would have to replace the door frames. We reiterated that we only wanted the slabs. The technician said that he "can't do it," and left. We contacted **********, who contacted Lex Millwork. We received a call from **** at Lex Millwork promising to send his best techician out to measure the doors. We once again mentioned the age of the house, that we were only interested in replacing the slabs as well as the first techician's comments. **** was very reassuring and said that the first techician had been "let go" and promised to send his "best" technician out to measure the doors. He ended the conversation by saying, "don't worry, we'll get you your doors." The techician measured the doors, which were finally delivered on April 6, 2023. On May 8, the installer came to install the doors and was unable to do so because the doors are too big. It seems the techician measured the door frames, not the slabs. Had the technician measured the slabs, it would have been a simple matter of removing one slab and replacing it with another. We contacted **********, who contacted Lex Millwork, the message from Lex Millwork was that we were "liable" because we did not use their installer who would have known how to cut the doors to size! We chose not to use their installer because the installation fee was almost as much as the total cost of the doors. It is unconscionable and bad business practice to attempt to force a consumer to use services for which they did not bargain. We bargained and paid for four slabs - nothing more, nothing less!

  

  Business Response

  Date: 05/16/2023

  First, we would like to express our apologies regarding the initial interaction the customer had with our measurer. It is never acceptable to us that a customer has a less than ideal experience with a member of our team.  In this case, since the customer lives in a very old house, it is common for frames, walls, ceilings, etc to be out of level, creating a more challenging situation.  Since the customer expressed they only wanted slabs replaced and not prehung with new frames, this would have meant the doors would have required extensive cutting, top, bottom, and sides, to fit the existing frames which were out of level.  Since the doors would  have had to be cut, the customer also would have had to purchase solid core doors.  Once we perform a measure on behalf of *************** we and ************** become fully responsible for that measure and installation, providing the customer uses ************** for the installation, which, in this case, they did not.  We absolutely would have been able to make the doors work in the existing openings, had we been given the opportunity to do so, and cannot speak as to why their own contractor could not.  Once the customer chooses to use an outside contractor, ************** and Lex are no longer responsible for the measure or installation, since we cannot know for sure what qualifications the outside contractor may or may not have had or what methods they may have attempted to use to install the doors and whether or not other alterations were made.  We understand that installation price may have been an issue for this customer, however, we and ************** fully guarantee all the work performed on every installation and the customer would  have been backed by one of the strongest installation warranties in the industry.  We specialize in door installations through ************** and have decades of experience in this field.  ************** holds themselves and ** to the highest standards of workmanship and customer satisfaction and we absolutely would have made it our goal to satisfy this customer 100%, had we been permitted to complete this installation.  Not every contractor is qualified to install doors properly, especially in complicated situations such as this.  Since the customer's contract is with *************** any further request or conversations regarding this situation must go through *************** as we are not authorized to speak on their behalf.