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:09/14/2023

  Type:Product 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.

  This concerns order ******, placed July 14, 2023, for a 22" by 36" access door -- at a price, with shipping, of $191.56. This door was to be used by my engineering-minded tween son in a project expanding his closet to take advantage of unused access space.The product page extensively describes the door as being 22 by 36 inches. There are at least seven references on the product page to these dimensions, including in the "specifications" section. However, the door is actually 24 by 38 inches, including the outer ******. Nowhere on the main product page are these dimensions specified, which is astonishing given how many times there are references to the door being 22 by 36 inches. Unfortunately, the door we received was too big for our needs. A 22 by 36-inch door would fit perfectly. The door we received was larger than advertised online. The door was undamaged and immediately re-stored in its original shipping box with protective shipping material. I contacted the company, and company representatives and I communicated over several weeks, as they sought photos of the product with rulers and other information. The company initially said it would take return of the door, less my return shipping cost and a 25% restocking fee -- a slight improvement over the 35% to 50% restocking fee initially quoted. However, company representatives stopped communicating when I asked for the return shipping label (price to be deducted from my return). And when I emailed on Sept. 12, 2023 to check again on getting a label, it was clear they'd run out the clock, as I was swiftly told it was now too late to return the door, which remains in pristine, as-delivered condition. I'm frustrated by this experience. It makes me wary of doing business with other similarly oriented businesses. I'm also deeply disappointed for my son, whose experience putting his own money toward an engineering project has gone so poorly. Any help you can provide would be welcome. Thanks,***.

  Business Response

  Date: 09/27/2023

  Dear ********,
  
  We deeply appreciate your feedback and want to extend our heartfelt thanks for sharing it. At Best Access Doors, customer satisfaction is our ultimate goal, and we treasure each piece of feedback we receive.
  Understanding our customers' concerns is paramount, and we take every step to exceed your expectations. Our commitment to your satisfaction is unwavering, and we are dedicated to consistently delivering exceptional service.
  We are genuinely delighted to have turned your negative experience into a positive one, demonstrating our appreciation for you as a valued customer. Your satisfaction is our priority, and we're thrilled that we successfully addressed your concerns.
  Your input is instrumental in our ongoing efforts to improve our services for all our customers. We look forward to serving you again, committed to exceeding your expectations.
  
  Warm Regards,

  The Best Access Door Team