Complaints

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• Initial Complaint

  Date:12/27/2023

  Type:Order 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.

  Date of Contract 04/03/2023. Paid Flook Inc $1388 to install two exterior storm doors. The install took place in May 2023. The 36 inch wide front door had physical damage such as missing paint and a rough scraped edge. The screen was very loose and of poor quality. They agreed to replace the door. After waiting 4 months, they came with the replacement. When they unpackaged it, the replacement was also damaged, and I refused to accept it. The 32 inch wide patio door had a damaged screen also. Had a conversation with **** of Flook Inc. on 10/20/23. He admitted that the install was a bust. Explained to him that I would like a refund for two very poor-quality doors, but not the labor. I was offering to meet them halfway. **** agreed with my proposal and told me he would resolve the issues. As of 12/27/2023 he has not responded. Flook representatives all blamed the manufacturer and accepted no responsibility. I signed a contract with Flook for this service, not the door manufacturer. Invoice# *****.

  Business Response

  Date: 01/16/2024

  To whom it may concern,

     This project started with the ******* going to ***************, which is located at ********************************** in Middletown Pennsylvania.  They walked through the location and selected a screen door that they liked.  *********** informed them that they are wholesale only and gave them contacts (GS Flook being one of the contacts).  When they reached out to me i was given the selections of the door and hardware they liked and was told they were ready to order.  I took it upon myself to meet with ************** at *** ******* to ensure everything was correct before we ordered anything.

     After meeting with ************** at *************** and confirming everything was correct we then ordered everything.  After placing the order i was then notified by *************** that the doors that were in their showroom and selected by the customer were actually discontinued and no loger availble.  Both ** and ************** accused GS Flook as being solely responsible for this issue even though it was selected before we were brought into the job and then confirmed together in the show room.  GS Flook can not be held liable for a suppliers showroom having a discontinued item being advertised.  

     After working through that first issue we still moved forward with 2 screen door orders through ***************, but i believe this set the entire job up for failure.  After both doors came in we schedule the install.  GS Flook sent 2 technicians to the ***** residence and installed both doors.  ************* was imediatley upset with a small paint chip and a loose screen.  According to our supplier and the manufacture of the door this was to be dealt with between the homeowner and the manufacture as a warranty claim.  After some back and forth between the ******, GS Flook, ***********, and ****** we (gs flook) were told to stand down because this was a manufacture warranty issue.  According to ****** that size chip was to be touched up with the touch up kit provided by ******, but ************* refused the touch up process.  

    I have attached the communications between GS Flook and our Supplier (***********) informing us that the manufacture told them that this was a warranty issue on their end and would be sending in a new door.  After sending in a new door ************* found another small chip and said he would not accept the door.  At this point GS Flook has been stuck in the middle of a manufacture defect (small paint chips), our supplier who is communicating with the manufacture, and the homeowner that is trying to hold GS Flook accountable for a product issue.  

    We handle projects upwards of $300,000.00 + and do not get complaints like this.  We understand their frustration about the paint on the doors and the loose screen from the manufacture, but holding a small business accountable for material defects is not right.  We have lost money on this job with all of the trips and back and forth trying to bring forth resolution, but at this point GS Flook should not have to lose even more money crediting the door material cost when the supplier has offered a brand new door. If anything the material cost credit should be coming from the manufacture (******) if ************* is not happy with their qualtiy.  We install these screen doors multiple times a year including 2 on my own home.  We have never had an issue like this in the past because the touch up kit fixes the minor blemishes, which is the resolution per the manufacture's warranty.