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Business Profile

Doors

Distinctive Doors and Woodworking

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Doors.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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.

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Complaint type

  • Initial Complaint

    Date:07/25/2023

    Type:Product Issues
    Status:
    Answered
    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 ordered custom doors for a side room of the house. Aside from generally poorer than expected quality of the rail system and hardware not being as described in the instructions, the biggest issue is that the doors are not manufactured to design and the company response was to deny it.

    The design shows that the creases of the door should both go the same way and the locks should meet in the middle.

    However, on the doors they sent, the hole in the door that will contain the locking unit sits on the wall side. If we were to flip the doors so that the hole sits in the middle facing the other door, then the set of 4 bifold doors would fold out (toward our front door) and the set of two would fold in (toward the office). Physically, there is no way to have the doors fold the same direction and have the locking hardware meet in the middle.

    When the company was alerted to this manufacturing issue, they denied any responsibility suggesting that perhaps I had flipped the hinges on one set of doors for no reason (????) and then told me to fix it by flipping the hinges myself and buying additional products to fix the damage to the door.

    The company should send a new two panel door with the lock in the correct place.

    Business Response

    Date: 08/29/2023

    On 5/26/23 we received order 5299 From Ms. ****** ***** for a set of 5 doors in an opening based upon a set of drawings that were approved by Ms. *****.  These doors were shipped on 7/3/23.

     

    After a few emails and pictures were exchanged, it appears that the doors were installed to swing in the opposite direction from the drawings. 

     

    Our representative (Mr. *****) explained that the issues could be resolved by Installing the doors per the approved drawings, or flipping the hinges in the opposite direction.  These corrections were not acceptable to Mr. *****.

     

    On 7/25, in good faith, we offered to replace 2 of the doors at no cost.  We asked for pictures of the doors to verify which side of the glass needed to be frosted.

     

    We have not received a response from Mr. *****, or Ms. ***** since 7/25.  

      

Distinctive Doors and Woodworking is NOT a BBB Accredited Business.

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