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:08/02/2023

  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.

  I made two separate purchases from this company and they committed to providing me 5 NEW roll up doors with install kits and 1 set of brush seals.1st purchase for 4 doors was October 12, 2022 for $6,241, 2nd purchase for 1 door and seals was January 6, 2023 for $1,367.When I ordered the doors in October they said they had 4 of the 5 doors I needed in stock. 1 - 12x12, 2 - 12x10, and 1 - 8x8. These were the same price as if I ordered from the factory. I did have to order the 1 - 8x10 door from the factory and it did not arrive until January. I installed 4 of the doors in March and noticed certain issues.1 - 12x10 door was over 2 years old and a different style than the others and 1 - 12x10 door was cosmetically damaged on the inside and outside.The company agreed to exchange the old style 12x10 door on March 31st.I installed the 12x12 door in June and this is the door I am asking to be replaced. This door was cosmetically damaged on the outside and appears to be the wrong size when compared to the others.I asked the company to exchange the 12x12 door that was damaged and the wrong size on July 14th and they declined because of the amount of time between the purchase and the installation.I was delayed in installing this door because it is the largest door and I needed a larger lift to install it. I had to wait on my brother in law to finish his current job and bring his lift to my shop. I asked them for consideration because some delays are expected on certain types of projects. As an example, when planning for this project, they informed me that there was a delay of at least 6 to 8 weeks for them to get new doors from the factory. This is one reason I accepted the NEW doors they had in stock.After emailing them on July 14th and several follow up calls, I received an email stating they would not exchange the door on July 18th. I sent a follow up email asking for reconsideration on July 20th and have not received any communications from them since.

  Business Response

  Date: 08/14/2023

  ************* purchsed doors in October ******************************************************** June of 2023. He contacted us on July 14 when the door had already been up for at least 2 weeks. All of our stock doors are purchased new and are kept in a warehouse. The door in question was taken to ***************** location and kept there for at least 8 months after purchase. That being said we cannot guarantee at what point the damage occured. Even if he had ordered a door the outcome would have been the same had been damaged and he waited 8 months to contact us.  As far as the size of the door in question we sold you a 12'x12' door as you requested. Unless a customer requests us to come out and sight check for correct size we can not guarantee it will fit, it is sold per customers size specifications. Prior to this ************* had also requested we exchange a door that had been a little older and different than the other ones sold to him. We exchanged that door per his request as it was brought to our attention within a resaonable time frame. We do apologize for any inconvience this has caused *************. 

  Customer Answer

  Date: 08/14/2023

  Complaint: 20411917
  
  I am rejecting this response because:
  

  They did not offer any remedy to the complaint.  Only stated exactly what I said in my complaint and accused me of damaging the door while it was on my property.  They made no mention of the other door that was damaged as well.  I take pride in my work and my ethics.  If I would have caused the damage to either one of these doors, I would have taken responsibility for it and we would not be in this situation.  When I purchased these door, they loaded them on my trailer from a pallet that was stored outside.  From there, I brought them to my property and stored them on this trailer under a covered shed until my building was complete and ready for the doors.  I removed them from the trailer and stored them inside the building until they were installed.  I took pictures of the damage to the door the day that I installed it, not two weeks or a month later.  Something had to have hit the door with considerable force to cause damage to multiple layers of the door.  Also, there were multiple spots on the door that had damage.  I can't see how this amount of damage could have been done while it was on my property.  I built the building and installed the doors myself.  There were never any contractors or others involved in this project that could have damaged these doors.  On the other hand, when I exchanged the 12x10 door in March, they gave me a door that was on a pallet outside with 4 or 5 other doors that were clearly being stored outside along the fence next to the highway.  They were not inside a warehouse.  I have attached pictures of their warehouse from ****** that shows numerous doors being stored outside on multiple occasions.  These doors are being stored outside next to trailers and dumpsters right next to the road.  They clearly don't want to take responsibility for selling me a damaged door and are not offering any solution to this complaint.  

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