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:06/27/2023

  Type:Service or Repair 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.

  We bought a door from this company last June. We received the door in October 2022. Once installed we noticed there was moisture between the glass pieces. We emailed and emailed for 6 months trying to get this resolved. I finally found the CEOs *******'s email and emailed him since nothing was getting done. He called me after multiple emails and said exactly "If you don't hear from me in 3 weeks you can file a complaint" The whole time on the phone he was just making excuses of why it was taking so long and only 5% of people have problems like this. Well I never heard back from him to this day but he did send the glass pieces finally. Fast forward to yesterday we told were the crew was going to be there 9:00 am, 10:15 am came around I called Exclusive Iron Doors just to check if they were still even coming and they said "Oh I was about to call you they are running late they will be there at 12:00" I was waiting at the house for an hour and a half for no reason. Another huge communication problem that needs to be fixed with this company!They did install the glass pieces for us yesterday. Although they left without saying a word to us (not professional at all) We walked over to check the door out and now has a huge scratch on the glass I know they had to of seen because its the very first thing we saw and I saw them taking multiple pictures of the door before leaving. It was right in the middle piece too not something that could of been easily mislooked. I emailed the **** and every sales rep I have worked with yesterday but no response. This company really does have the worst communication I have ever seen. Lastly we paid ****** dollars for this door and it's already rusting in multiple areas. I agree with other complaints saying if you don't live near the actual company then you are treated very dirty and unprofessional. They spend all day posting on social media but cannot respond to an email or call.

  

  Business Response

  Date: 06/30/2023

  Hello ******

  We are sorry to hear we have not  been able to close this case, as you understand this is an issue arising from glass failure, as discussed  we work with professional glass companies and sometimes glass fails , we as a company responded to the warranty and it took us a while for many different reasons (glass not been ready ,  climate conditions not allowing ** to perform the Job on a previous visit , and the fact that we are in *********** ***** not **), nevertheless we work with our customers as we will work with you to fully complete the job to satisfaction. We will make sure you get a call next week so that we can coordinate next steps, and or let us know if you want us to followup through this channel.

  
  Thank you
  
  

  Customer Answer

  Date: 08/03/2023

  Complaint: 20244236
  
  I am rejecting this response because: 

  I have called your direct line multiple times and you have not once gotten back with. I have also sent multiple emails that has every employee that I have spoken with on it but not one has responded. This clearly shows you all do not care about fixing the issue. 

  
  Regards,
  
  ***************************

  

  Business Response

  Date: 08/09/2023

  I completely understand your frustration regarding the delay in our response. It's important to note that we have made multiple attempts to reach out to you, but unfortunately, we haven't been able to establish contact successfully.
  I left a voicemail as you mentioned you were out of town, and this isn't an excuse but a reality of the circumstances that prevented us from connecting to discuss a resolution.
  I want to assure you that we are fully committed to addressing your concerns. Maintaining open communication is crucial for us to move forward effectively. In order to proceed, could you please provide your availability for the upcoming weeks? By sharing your preferred dates and times, we can ensure that someone from our team connects with you promptly to work towards a timely resolution.
  Thank you for your understanding, and we look forward to resolving this matter in a constructive manner.

• Initial Complaint

  Date:05/09/2023

  Type:Service or Repair 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.

  Constant poor communication , paid in full over 6 months ago for an order placed over 14 months ago. Doors have issues opening , some doors installed wrong and installed acknowledged it . Its pulling teeth to get anyone to even respond. Lots of unfulfilled promised. The owners has made threats towards ** Id like to recoup $15,000 for our losses. Im considering sharing with KSAT news teams. Ive sent multiple emails , texts and left messages. No body will respond. Am hoping not to have to file a civil suit ..I will hold back the threats made by owner for the time being. I did not wanna file a complaint against this business but theyve left ** know choice.

  

  Business Response

  Date: 05/11/2023

  Dear ******
  
  
  We have been working with you since 2017, needless to say we have done many projects together in which like any industry ,mostly in manufacturing and construction, things can happen but we always workout a solution even if the situation might not be caused or directly involved us. We have also gotten to know each other pretty well and as you must already know you are a very intricate distributor to work with and we mean this in the most respectful way. We have assigned you different customer service representatives so that we could find the best fit for your profile and at the moment we believe we did find it with ******** working with you, but then again the ways in which you communicate are not the most respectful and we still continue to work with you because we stand behind our product, our customer service, we are professionals, we are humans and we plan to continue to work on this industry for many years to come.
  
  
  In the last project we worked on which is the one you are expressing concerns about MUDD042122 UNITS we have gone above and beyond to fulfill the manufacturing, installation, change of glass (because of customers decision) and service of the units that needed it because of construction work damage, we have also communicated as best we could to the customer and to you on each situation and have resolved all of the pending items. 
  
  
  As we have mentioned before, when installing one of the units we stated that the framing was not done correctly and that this would need to be worked on by the builder or working crew so that the unit could perform as intended, this has yet to be corrected by the builder or working crew, instead they continued to frame and work around the unit and only made it more complex for us or themselves to be able to correct the construction error.
  
  
  If this situation is holding any money amount from being paid from the customer to you this is something that you need to work on with the customer, the builder or construction crew directly since we are doing our part by actively communicating on this situation with all involved that want to talk professionally and come to an agreement on the best way to complete this project.
  
  
  Coming back to what you are stating on your comment (which makes us feel pretty disappointed considering the long relationship), we want to clarify that we do not owe any money to you or your company, we have never ever made any threats to you or your team (we also have proof of all communication) and we appreciate the business we have done so far and wish you only the best in future projects. 

  
  

  Customer Answer

  Date: 05/11/2023

  Complaint: 20033167
  
  I am rejecting this response because:

   

   

  this is complete nonsense.   We have sent countless emails and text messages with no responses.   The products were not installed correctly , damages were done throughout the process by your guys with no communication from your staff.  You insisted on payment in full prior it doing the job which we have never done before with exclusive and here we are well over a year after the agreement was signed and six months past when you cashed your final check and the work is still not completed.  I just got off the phone with the client which claims theyve finally spoke to exclusive and they said they were gonna work out a solution after days of asking for an update.   Weve had zero communication from Exclusive and all our texts and emails have gone unresponsive.   We have threats from ****** the owner of exclusive towards our business and damaging our showrooms.  So no this situation is not resolved.  You staff mislead the clients to believe the form they signed was a receipt for installation not an acceptance of the work was done and approved.   Clearly one of the doors doesnt open and a week has gone by with no responses to handle this.   So yes we reject your response. 
  

  
  
  Regards,
  
  *****************************

  

  Business Response

  Date: 05/19/2023

  Hello ******
  
  
  Our payments, terms and conditions are clear to all of our accounts 50% payment to start manufacturing process and 50% prior from installation or shipping because we know we always follow through if necessary after the fact so that the customer can be completely satisfied with our products and service. We had made some payment terms exceptions on your account with previous projects to help keep the account but as we continue to grow we have to remain true to our ways which we have made sure work for both the customer and ourselves.
  
  
  In terms of this situation, we have spoken with the ******** family and presented a solution and they have agreed to our proposal so our work with them will be completed satisfactory for both parts. As stated on the previous response we do not owe ************* any remaining amount or work, so please contact the ******** family directly if you have any questions or concerns in regards to your agreements with them. 
  
  
  We appreciate your business and years of work and wish you only the best in future projects. 

  Customer Answer

  Date: 05/19/2023

  Complaint: 20033167
  
  I am rejecting this response because: your responsibility is to communicate with us and not directly with our client.  Its my check your cashed not theirs.  You have misled us several times that the project was complete cause youve failed to manage your staff , and failed to supervise an installation you were hired and paid in full to do.   You were paid over six month in full and still the project is incomplete and we have not been paid and now Im being told you are trying to deal direct with the client and do a contact directly with them which is extremely unethical to do all of this with zero communication with **. So no I do not accept your responses 

   

   

  
  
  Regards,
  
  *****************************

  

  Business Response

  Date: 06/02/2023

  Hello ******

   

  We have truly tried to communicate with you like we always do despite of the way in which you have communicated (not respectfully) but since you have continued just focusing on how to escalate the problem and spoken bad about us and our company ,which by the way we have never done and will never do about ************* or any other companies that work with us, then you moved on to legal so we are in our full right to have taken our path on how to resolve this to the ultimate customer who was really reasonable and understanding to us to come to our agreement and is the user of our product. We have repeated several times that Exclusive Iron Doors does not owe you or your company any balance and for that you have to communicate with your customer. If you suggest any solutions that could work for you we are happy to evaluate just please be specific on to which channel you want to pursue this since we are not sure what is your goal at this point.

   

  Thank you

   

  Customer Answer

  Date: 06/05/2023

  Complaint: 20033167
  
  I am rejecting this response because:

   

  you say you have tried and tried to communicate with us.   That is an absolute lie.    You guys are the absolute worst at communicating.  We have countless messages as well as emails that are unanswered from your company with no responses.  You have went behind our backs now and communicated with the homeowners and convinced them to sign a contract with you directly which is extremely unethical and the whole time youve had zero communication with ** through the process.   Your issues and delays have cost ** plenty all along while you were paid in full.  I can not recommend your company to anyone in good faith. 
  

   

  
  
  Regards,
  
  *****************************

• Initial Complaint

  Date:12/14/2022

  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 placed an order for a transom and front door from Exclusive Iron Doors, LLC.installation was 4/2022. Once installed, we noticed several flaws in the glass of both the door and transom. I was told to contact ***********************, whom I sent pictures and a video of the flawed glass. She sent out a crew to take measurements for the replacement glass 5/2022. The last I heard from ***** was in response to my email 8/17/2022, reassuring me that the glass would be replaced. Since then, I have sent several follow up emails for confirmation, but have not heard back.

  

  Business Response

  Date: 12/15/2022

  Hello April

   

  Like mentioned on the emails from this week,  there has been communication regarding this situation since the concern was brought to our attention but we apologize that we haven't been able to come to a conclusion to resolve this.

  The replacement glass is ready at our showroom but we still need to communicate on the following steps for the replacement to happen, so as soon as we get a confirmation on when on Monday Dec 19 we can set up a call between 9am-2pm central we can come to an agreement together to get this resolved.

   

  Customer Answer

  Date: 12/15/2022

  Better Business Bureau:
  
  Pending delivery and installment of the warranty covered glass, we request this BBB case REMAIN OPEN.

  Request phone coordination with Exclusive Iron Doors occur 2PM EST on Monday December 19, 2022.

  Appreciate BBB assistance with investigation of our complaint.

   

  our complaint. 

  Regards,
  
  *************************