ComplaintsforWellington Windows and Doors

• Initial Complaint

  23/11/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We purchased a brand new exterior door from this business. The door hinges and screws started rusting within 2 months of install. The exterior door stain came off from edges and coating on the exterior handle came off within few months after the install. The business was contacted but they fail to act on this. We need them to come and fix these issues as we paid alot of money for this exterior door.

  

  Business response

  23/11/2022

  This door was installed in a new construction home on Dec. 27th, 2021.  Prior to installation, during installation and following the installation, the client was advised that having the door exposed to construction workers coming and going throughout the completion of the build has, in our experience, lead to damages to doors.  On March 13th, it was brought to our attention that there was an issue with the screws rusting (which can happen on new construction homes when the home is not insulated or heated on the inside).  Client was contacted on March 14th and informed that a warranty claim had been opened and that we would replace the screws that were rusted.  Screws were replaced on April 1st.  Warranty claim was closed as completed.

  April 1st, it was also noted (upon service completion) that the door slab, frame and handle had been damaged.  The wood grain fiberglass had been worn off of the frame and slab and the powder coating was worn off of the handle ********* *********.  Client was informed at this time that the damage caused by the builder was not a product or service deficiency and; therefore, not covered under the warranty but that we would speak with the manufacturer to see what can be done to fix the builder damage.  At this time a warranty claim was opened.

  We then worked with the manufacturer to find someone who could restain the door in place as well as replace the handle, but as neither was covered under warranty, that both would be billable.  This suggestion was rejected by the client, and they demanded we fix their builders' damage free of charge.

  April 13th, it was brought to our attention that the client contacted our supplier on April 12th with pictures depicting damage to the door and asking that the supplier replace the handle free of charge.  Supplier reviewed both theirs and our pictures and clearly determined that this was damage caused by the user; therefore, not covered under warranty. The client was advised on April 13th that their warranty claim was denied and that a new handle was available for purchase should they choose to have it replaced. 

  There was no further communication from the client until, on November 19th, they left a negative review on ****** and now on Nov. 23rd are asking via BBB for Wellington Windows to repair the damage done by their builder.  We will most certainly complete the repair; however, the door damage will need to assessed again to develop a scope of work for us to price and all work will be billable.

   

   

  Customer response

  23/11/2022

  
  Complaint: ********
  
  I am rejecting this response because the damage is not caused by the builder.  The wearing of stain is due to lack of adherence of the stain to the door slab.  It is poor application of the coating that is causing it to wear off so easily.  When this sort of coating is applied, the door slab is supposed to be put in an oven to ensure the coating adheres properly and is durable.  Based on how easily the coating is wearing off (from pretty much everywhere on the door), it is very clear that the coating wasn't applied properly.  We reached out to the owner of the business (John) several times, and he simply declined our claim by saying that it was user error that caused it.  We don't even use that door to go in/out, as we have a mudroom right next to it which gets used 99% of the time.  

  I need the business to fix poor staining application on the door and replace the handle under warranty as this is a warranty item.
  
  Sincerely,
  
  ***** *******

  

  Business response

  24/11/2022

  As was described in numerous communications before, during and after the installation of the door, it has been our experience that doors run a higher risk of damage if installed prior to the completion of a new home build.  The front door should be one of the last items to be installed.

  From about the time of December 27th (install date) until around April 1st (site visit) the door was covered loosely by a blue tarp that whipped against the door for 2 months causing the fiberglass and powder coating to wear off of the door slab, frame and handle ** ***** ** *** ******.  No reported further degradation of the stain has been reported since the tarp was removed and no further powder coating degradation has been reported.  If the stain or powder coating were simultaneously defective (as is the assertion of the client) then the door would have exponentially more wear on it which is not the case (I drive by it every day and it is in the exact same condition as it was in April).

  Further, even if we accept the argument that the stain was applied incorrectly (it wasn't), that would not explain how the woodgrain in the fiberglass was worn smooth in only areas that the stain is purportedly defective.  Additionally, if we went even further to accept that fiberglass erodes independent of human interaction (since this door was not used and only the side door was used), these two events would have had to have occurred in the same time frame as the powder coating on the corners of the exterior door handle eroding independent of usage. 

  Again, keep in mind that while these supernatural events are taking place, they then cease to continue to degrade immediately following the inspection by the manufacturer and Wellington Windows and Doors. 

  We are proud to stand behind the quality of our products and service; however, this is not a warranty issue and needs to be addressed with the clients builder.

   

  Customer response

  29/11/2022

  
  Complaint: ********
  
  I am rejecting this response because as mentioned on numerous occasions, there was no damage caused by the builder.

  The issue here is that the coating on the door is not adhering properly. Yet another example of this is when I placed a reef on my door recently for only 2 weeks, when I removed it to see the condition of the door, sure enough, the coating had worn off, which emphasizes my original point. The coating on the door needs to be redone or some form of repair needs to take place, because the coating didn't adhere properly to the door slab.

  We spend alot of money on this door and it is already looking like it is 10-15 years old with all of the worn off coating (only after being installed for few months).

  Please see attached pictures.

  I want the business to fix the issue rather than running away from the real issue.
  
  Sincerely,
  
  ***** *******

  

  Business response

  01/12/2022

  Again, we are proud to offer the highest quality products and services in the market as well as a market leading warranty; however, damage of this sort is not covered under warranty (communicated to the client by both Wellington Windows and the manufacturer).

  If all the panels of a car were scratched/damaged to the point that the panels could not be fixed (ie. paint and steel or panel material removed), would the car dealer or manufacturer fully replace the car, free of charge, citing warranty issues with paint adhesion? And if the car came back a year after being sold with a scratch on the hood from where the owner admittedly tried to affix a front end cover that resulted in a scratch to the finish of the paint, would they cover that in a warranty? In both cases the answer is, without question, no they wouldn't. 

  This comparison is, in no uncertain terms, completely corollary and why the damage is not covered under the warranty.

   

*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. ↩