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Complaint Details
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Initial Complaint
05/08/2023
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
Built a brand new house. Creative door installed a door that had damage.( photos provided to them) we noticed the damage progressively getting worse after we took possession. (Photos also provided to them) we contacted them giving photos with the damage before we took possession and after 4-6 months. They came out and confirmed damages were not from us. Damages are at the corner of the stamping from manufacture. Door has buckled more and more over time at corners of manufacture stamping. They will not replace the door for us unless we pay for a new one. Unacceptable
Business response
21/08/2023
Thank you for getting in touch with us. We genuinely appreciate your concern, and we've taken the time to thoroughly review your feedback. We are committed to ensuring your satisfaction and maintaining the integrity of our products and services.
Following our internal investigation, we understand that the garage door was damaged, which we believe was caused by an external vehicle impact rather than being attributed to a manufacturer defect. We genuinely empathize with this unexpected situation, and as a gesture of good faith, we are prepared to facilitate the replacement of the garage door at our expense.
We understand that there might have been some confusion regarding the warranty terms associated with your door. The specific warranty coverage period for this door has indeed concluded.
We want to ensure that your experience with us remains positive, and we are dedicated to assisting you through this process. One of our team members will be in contact with you shortly to provide an update on your replacement garage door and to offer an estimated timeline for the installation. If you have any further questions or concerns in the meantime, please do not hesitate to let us know.
Thank you once again for giving us the opportunity to address this matter. Your satisfaction is our priority, and we look forward to resolving this situation.
Initial Complaint
09/06/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
see Attached documentBusiness response
13/06/2022
Hi ***,
Thank you for reaching out. Our team will be contacting you very shortly to schedule a repair for your garage door, including the new weatherstripping, at no cost to you. To reduce potential future repair costs, we recommend that you purchase a new door and/or a planned maintenance package for your existing door given that the door system is quite old. Thank you.
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Customer Complaints Summary
3 total complaints in the last 3 years.
2 complaints closed in the last 12 months.