ComplaintsforJ & M Window & Door Co.

• Initial Complaint

  13/02/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Tried to buy a in stock door as it was immediately needed to be changed due to damage. Daryn the owner of J & M sold me a "in stock " door that was at another location. He was to go get it and bring it back to his store by 2pm Dec 22 2021. He took a $300 deposit and never showed up. I was there at 2 and waited for a hour. No show. When he did contact me he told me they were closed until Monday Jan 3 2022. I came back Jan 3 and the store was closed. The door, their website and google profile all said they would be open. Came back next day to the same thing. I bought another door as I couldn't wait any longer its winter and was -30c at the time. They refuse to return my deposit.

  

  Business response

  08/04/2022

  Business Response /* (1000, 5, 2022/02/28) */ Contact Name and Title: Daryn ********* owner Contact Phone: ************ Contact Email: ****************** Our company is custom only, we stock NOTHING and every door we order from 1 of our suppliers is custom. Every order we take, we also take a deposit. We do this because as soon as I order something, we have to pay for it. Greg came to our office after searching at other places for the door he wanted and not finding anything. After getting him a price, he agreed to purchase the door and I told him we require a deposit before we order anything. $300. He paid it Dec. 22, 2021 at 9:58am. We were to meet at 2 pm on Dec. 22nd for pickup. In this time we had to pick up from across the city and drill out the custom bores. I got back to the office at 1:41pm. Our office was locked as my secretary who is usually at the office 8-4 Monday-Friday was gone that afternoon for a medical appointment. I unlocked the front door, left it unlocked and walked across the road to ***************. I was back before 2:08pm. Gone in total less than 10 minutes. While I was gone, George, a salesman of mine came to the office, grabbed a paper, and had to leave again. He spoke with Greg. I was not told of this until I spoke to Greg over an hour later at 3:45 on the same day when I called him to find out where he was. I had been waiting for him but had to leave for an appointment shortly. He had told me he talked with George. We also spoke about pickup on this door. I offered at the time to wait for him, but he said was already on his way home and would grab it the next time he could (possibly the next day). I talked with him again the next morning twice. He said he could not come in that day. I explained to him that our office was closing for 2 weeks as we have always done over the holidays. This last year worked out to be from Dec. 23 (afternoon) until Jan. 5th of 2022. He said ok. When we returned to the office on Jan. 5th an email was sent to him, to let him know his door was waiting for him at our front door. On Jan. 5th, we called him as well and he told my assistant he would be in to pick up when it suited him and hung up on her. He never mentioned anything at this time about wanting his money back and so this door sat by our front office door for over a month as we waited for him. When I asked my assistant to follow up around Jan. 20th, I was told she wouldn't phone him because he had been so rude the last time they spoke. We never received another email from Greg until Feb. 11th when he said "I've decided not to replace my door. Please refund my credit card the $300." which was his whole message.***************************************************************** Greg has been very rude in his communication with us in both emails and when my assistants called him. It was a standard size door, but he was asking for hinges cut in and doorknob and deadbolt custom heights. We did this. At this point we can't return this door to our supplier. We do not have anyone else that this door would fit. Cost on this door to us was more than $400 and was paid for on the day we picked it up. Time in the pickup and cutting the custom bores would be close to a cost for me of $200. So we have $600 into this door that only works for this customer. I can't return this door to my supplier and have lost money on this transaction. This is exactly why we take a deposit on every transaction - so people don't change their minds and stick us with product we can't sell or if they do, at least we can use the deposit we have collected to cover some of our supply costs. I did this job to help him out. We were never making alot of money on this door. I went out of my way to get this done for him in a very short time (literally only hours) and was at our office all afternoon on the day we were to meet. At any point he could have called my cell phone. He had the # from my business card given to him just a day or 2 earlier and it is also on our office answering machine. I answer my cell phone whenever I can at all hours and return all voicemails. I would have gone out of my way further to meet up with Greg earlier than the 5th. I came into the office on the 4th at the end of the day to unload a truck and would have met him if I would have known he was in town. Looking back at how this has unfolded, wouldn't have done the job or tried to help him out at all. Just not worth it. ************************************************************************************************ I always try to treat people fairly and do try to help them out when I can. I have never had a customer service complaint as I always would try to work things out when we can. With some people you can't. After we received his email asking for a refund on the 11th of Feb., and before sending him an email, I tried calling him a couple of times. No answer and no return call. Talking with him could have hopefully led to some kind of compromise agreed on by both. Consumer Response /* (3000, 7, 2022/03/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) ***************************** There is nothing custom about this door. Was in stock just not on site. The time we were to meet the 22ed was 1 pm not 2 pm. He missed our prearranged meeting and told me inaccuracies info as to when the store would be open again. I would not willingly waste $200 in fuel driving to this store 3 times if I'd know it was closed. Now salesman wants to keep my cash ******************************************************************** Never have I had such poor customer service. Business Response /* (4000, 9, 2022/03/03) */ Our company is custom only, we stock NOTHING and every door we order from 1 of our suppliers is custom. Every order we take, we also take a deposit. We do this because as soon as I order something, we have to pay for it. Greg came to our office after searching at other places for the door he wanted and not finding anything. After getting him a price, he agreed to purchase the door and I told him we require a deposit before we order anything. $300. He paid it Dec. 22, 2021 at 9:58am. We were to meet at 2 pm on Dec. 22nd for pickup. In this time we had to pick up from across the city and drill out the custom bores. I got back to the office at 1:41pm. Our office was locked as my secretary who is usually at the office 8-4 Monday-Friday was gone that afternoon for a medical appointment. I unlocked the front door, left it unlocked and walked across the road to Windsor Plywood. I was back before 2:08pm. Gone in total less than 10 minutes. While I was gone, George, a salesman of mine came to the office, grabbed a paper, and had to leave again. He spoke with Greg. I was not told of this until I spoke to Greg over an hour later at 3:45 on the same day when I called him to find out where he was. I had been waiting for him but had to leave for an appointment shortly. He had told me he talked with George. We also spoke about pickup on this door. I offered at the time to wait for him, but he said was already on his way home and would grab it the next time he could (possibly the next day). I talked with him again the next morning twice. He said he could not come in that day. I explained to him that our office was closing for 2 weeks as we have always done over the holidays. This last year worked out to be from Dec. 23 (afternoon) until Jan. 5th of 2022. He said ok. When we returned to the office on Jan. 5th an email was sent to him, to let him know his door was waiting for him at our front door. On Jan. 5th, we called him as well and he told my assistant he would be in to pick up when it suited him and hung up on her. He never mentioned anything at this time about wanting his money back and so this door sat by our front office door for over a month as we waited for him. When I asked my assistant to follow up around Jan. 20th, I was told she wouldn't phone him because he had been so rude the last time they spoke. We never received another email from Greg until Feb. 11th when he said "I've decided not to replace my door. Please refund my credit card the $300." which was his whole message. I would be happy to send over the whole email train we have had. Greg has been very rude in his communication with us in both emails and when my assistants called him. It was a standard size door, but he was asking for hinges cut in and doorknob and deadbolt custom heights. We did this. At this point we can't return this door to our supplier. We do not have anyone else that this door would fit. Cost on this door to us was more than $400 and was paid for on the day we picked it up. Time in the pickup and cutting the custom bores would be close to a cost for me of $200. So we have $600 into this door that only works for this customer. I can't return this door to my supplier and have lost money on this transaction. This is exactly why we take a deposit on every transaction - so people don't change their minds and stick us with product we can't sell or if they do, at least we can use the deposit we have collected to cover some of our supply costs. I did this job to help him out. We were never making alot of money on this door. I went out of my way to get this done for him in a very short time (literally only hours) and was at our office all afternoon on the day we were to meet. At any point he could have called my cell phone. He had the # from my business card given to him just a day or 2 earlier and it is also on our office answering machine. I answer my cell phone whenever I can at all hours and return all voicemails. I would have gone out of my way further to meet up with Greg earlier than the 5th. I came into the office on the 4th at the end of the day to unload a truck and would have met him if I would have known he was in town. Looking back at how this has unfolded, wouldn't have done the job or tried to help him out at all. Just not worth it. I would be happy to share the email communications we have had and other communications as well. I always try to treat people fairly and do try to help them out when I can. I have never had a customer service complaint as I always would try to work things out when we can. With some people you can't. After we received his email asking for a refund on the 11th of Feb., and before sending him an email, I tried calling him a couple of times. No answer and no return call. Talking with him could have hopefully led to some kind of compromise agreed on by both. In response: ***************************************************** This door is custom. Come to our shop any day and you would see we don't stock ANY door panels! After I sourced the panel out from 1 of my suppliers and Greg and I agreed to a price, he called in with his deposit. At this time, I ordered this door from my supplier. They have to create a sales order for me, get it into their system, and get it ready for pickup. On that day of pickup, we had to wait because their paperwork had not gone through yet due to the order only being put through 1 or 2 hours earlier. This was a blank slab panel door and if left this way, could be returned to this manufacturer. It was not left that way as custom height doorknob and deadbolt was cut in for Greg as per him specifications. In the door industry, nothing is standard and our frame supplier's doors come with heights different than what Greg wanted. For us to sell this door that Greg does now not want and we can't return, we need someone with exact specifics for this. This realistically would take years for a company like mine. The other option is for us to get a frame built around this door panel in question. We would still need to wait for someone that this would work for and again would probably take years. I was at the office on the 22nd waiting for Greg from before 2pm. We were to meet at 2. Before 4 I called him and we talked again on the 23rd. We were open and he said he couldn't make it and would get it after the holidays when we were back open. I don't know what to say about our office holiday hours. We shut down for 2 weeks every year, this year was reopening Jan. 5th. Our calendar shows this. No appointments and shows closed for Jan. 3rd or 4th, our google hours were set for closed on the days Jan. 3 and Jan. 4. We were always closed those days and I am sorry if there was a misunderstanding on the dates we were open. I would never knowingly tell someone we were open when we weren't and it was always in my mind Jan. 5th was our reopening day. We should have had a sign on our front door with the holiday hours on it, we did not. This does not change the fact that at any time he could have got ahold of me as calling the office and on the answering service has my cellular #. I never received a call but if I did, would have arranged to get something done. It wasn't and on Jan. 5th, my assistant called Greg only to be told he would come and grab the door when it suited for him before hanging up on her. It sat at the front of our office for over a month as we waited for him to come pick this panel up. I am truly sorry he wasted his time coming to our office when we weren't open, but if he had come in to our office or called me or called the office on the 22nd afternoon anytime from before 2 until after 4, I would have answered the phone or dealt with him in person and he would have got his door. ************************************************************************************************************************************************************************************************* *********************************************************************************************************************************************************************************************************************************************************************** We purchased and paid for this door, fulfilled our obligation of getting it prepped for his opening as per his specs, and have no use for it. ************************************************************************************************ ******************************************************************************************************************************************************* It seems he is mad because he had the wrong dates on when we were open. Like I said, sorry about Greg not understanding what we had told him about our holiday schedule and the dates, but that is on him and an email was sent at 4pm on Jan. 4th stating we were open Jan. 5th at 8am and he could have come any time after that or come on the 22nd or 23rd of December. ***************

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