ComplaintsforTrust Build Windows and Doors

• Initial Complaint

  09/11/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I signed a contract that they would replace some of the windows and doors in my home. They have not finished the job. They have not returned upon my request to finish the job. They are no longer answering my calls.

  

  Business response

  31/05/2022

  Business Response /* (1000, 6, 2021/11/22) */ Hello ******* Thank you so much for your response. The service is completed up to your satisfaction, as per the agreement we are still coming back to finish it up in the Spring. Please let us know if you have any questions or concerns. We stand behind our products, our professional team, and our willingness to provide extraordinary customer service. Consumer Response /* (2000, 8, 2021/11/25) */ (The consumer indicated he/she ACCEPTED the response from the business.) I look forward to seeing you in the Spring.

• Initial Complaint

  31/08/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I reached out to Trust Build Windows and Doors on ********** May 8th). I just want to highlight I've look at multiple door companies but due to them not being able to provide me with the door I wanted I did not go with them. I met with Leon R., who I asked numerous times if he would be able to provide the door I wanted and I was willing to pay extra because I liked it. However, the transaction became very displeasing after Leon ***** and installing the wrong door not what I asked for which I realized after. I reached out Leon to rectify the situation yet no solution was provided. I also want to highlight how disappointed I was during the transaction as Leon would promise to come to do something on days and just not show. I had to reach out to him the day of more than once to ask him if he would still be coming. Ultimately, what I paid for and was agreed upon is not what I got which is why I need my door to be replaced. The pictures I've attached is the conversation we had.

  

  Business response

  25/03/2022

  Business Response /* (1000, 5, 2021/09/09) */ Contact Name and Title: Alexander D. Contact Phone: 416-751-5581 Contact Email:*****@*****************.com Letter for BBB to response the complain ************************************************************** Hello Fiona We would like to provide the respond to the claim from the client we received on 31 August and hopefully that will clarify the issue and help you to understand our position. ************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************ By the policy of our company all contracts written by representatives at Trust Build Windows and Doors only after thorough step by step explanations of visual product itself and type of installation which will take a place. After contract is written representative goes step by step again with the customer and only after that customer and representative authorize the contract by signing it. After the installation as it mentioned above customer sign a Certificate of Completion with additional details or comments they would like to make. (**********************************) and as you can see customer signed this certificate without any comments. Only after 2 weeks customer request different door to be replaced as she is claiming that's not the door, she placed the order for. Over the phone customer accused Leon that the door she received is not a fiberglass. We would like to assure you that the door provided to the customer is the fiberglass with the same texture and stain (sample was showing to customer) as it was explained to customer during presentation prior to sign. We followed all guidelines, followed precisely contract instructions and it was shocking to us to realize that after two weeks Ms ****** complains about visual of the door. Please refer to all the attachments. Thank You Alexander D. Consumer Response /* (3000, 9, 2021/09/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) Greetings. To begin, I'd like to clarify that I never corresponded with Alexander D., and he was not engaged in any of my dealings with the Leon. Again, to clarify the situation (******************************************************) on May 6th, 2021, I reached out to the company, TrustBuild, via *********, and the conversation began with an image of the exact door that I was looking for, and I proceeded to ask "...if I'd be able to get this door," referring to the door in the picture. I was told that Leon, the installation manager, will contact me. Fast forward to when Leon arrived at my house and promised me that he would give me the door that I had asked. We next looked at door colour samples, and the samples even had the identical design I was looking for. Fast forward past the date of installation-- which was, to say the least, very late-- I noticed that the door was incorrect. And, in response to Alexander's comments that I made a request "only after 2 weeks" of the door being installed, the reason for this is that I always enter my house through the garage--a routine I had even before the new door was installed. But after getting used to the door and allowing it to settle in, I expressed my concern to Leon and provided him with a picture of what he had promised me and the door that had been installed. "On the pictures, it's always different because of the light effects," Leon answered. As a result, he agreed that the door placed was supposed to look like the door I had ordered, but that owing to the lighting, it didn't have the same appearance. As a result, I trusted his judgement. He continues to say that "the color of the door is the color that you chose and confirmed when we signed the agreement. This is exactly what you received." He proceeds to add that "on ********* it's a different size and standard." The problem has never had anything to do with the colour or specifications (e.g., height, size, etc.) of the door. Leon continues going around the issue. The problem is that the doors do not have the same style. And, in person, a reasonable person would see the lack of resemblance. Leon is always resistant to what is being communicated to him. Even my name; I've been communicating with him since early May until the end of August, and I informed him my name is ********. However, he continually refers to me as "******"--even after being corrected several times. The point is that Leon acts on what he believes, which has resulted in my receiving the incorrect door. Now I must suffer the consequences of his actions. Moreover, despite the company's name (TrustBuild), they broke my trust by attempting to deceive me. As a side note, I mentioned to Leon during our phone conversation that my door handle was a little wobbly, and he guaranteed me that he would come within two days after our conversation. Our chat took place on Sunday, August 22, 2021. Business Response /* (4000, 11, 2021/10/08) */ Hello ******** & BBB team, As we mentioned before, it is very important for our company to ensure customer satisfaction, and delivery of the top quality products & services in the market. We take pride of our sales representatives as they are following the same procedure to educate, advice & guide our customers. Every representative ( including Leon, our Installation Manager) come prepared with catalogs, color samples, stain finishes, parts, and so forth. Prior to finalizing a contract and after taking all the appropriate measurements for the door, Leon showed ******** exactly how the door will look in the catalog , door ******* (****************************************). After, Leon proceeded with reviewing the stain samples. Finally, after a thorough review of the samples, catalog and color, ******** signed the contract. As soon as the installation of the door was completed, we do ask the customer to inspect the door, locks, hinges, color and the labor, and only after the inspection completed to the customer's fullest satisfaction and based on the contract, the customer is asked to sign on the completion form. Everything mentioned above relates to all of our sales representatives & especially to Leon, as the installation manager who leads the Trust Build Team by example. We can assure you, that all steps, policy and procedures were followed in accordance to our company standards & guidelines. Leon visited ******** on two occasions in which he confirmed the actual door ordered. Moreover, as the company logo states "Trust Build Windows & Doors" it is our duty to build trust with our customers, and in this case we are all devastated to hear that we failed. As a token of gratitude and in hope to restore trust with ********, our company is honored to offer a Trust Build credit of $500 towards any future projects within the next 6 months with our company. We hope that we would be able to put this unpleasant misunderstanding behind, and have a fresh start with ********. All Trust Build team is sending our best regards to ******** and the BBB team. Consumer Response /* (4200, 13, 2021/10/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) As I appreciate the gesture, a credit of $500 would not do much for me as it would imply that I'd have to do business with Trust Build again; and after the experience that I went through and having to go through this, any person in my position would not want to go through that again. So I think a general credit (not payable to Trust Build) would suffice. Also--this got lost in translation during all of this-- when I reached out to Leon about the door, I told him that I needed someone to come out and look at the door as the door handle is a bit shaky. And since I have warranty, I'd still like someone to come and look at it for me. Thanks, ******** Business Response /* (4000, 15, 2021/10/29) */ Hello ******** & the BBB team, We are sorry to hear that ******** is not willing to give our company a second chance to restore her trust, as we said, we do stand for our name and our team. We are confident that ******** received the best price on the market for top quality product ordered with our company. That being said, and taking into consideration that ******** prefers to receive a simple credit rather then a credit with Trust Build, we are happy to offer a regular credit of $250. As per the service inquiry, we already placed a service call on behalf of ******** & our service representative will be in touch in the next couple of days to book an appointment. We would like to thank ******** & the BBB team for giving us the opportunity to show our loyalty to our customers & we are truly hoping to offer our services to ******** in the future. Best regards, Trust Build. Consumer Response /* (4200, 17, 2021/11/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) Hello, Thanks again; however, I just wanted to clarify the reason why I came here. That is, I wanted to have this issue resolved. And the issue was that I did not receive the door that I wanted. Like you probably would yourself, I would love for this issue to be resolved. I agreed to take the refund of $500 in regular credit as I think it is a suitable solution for me who has to come home everyday to a door I did not want. Otherwise, an acceptable alternative solution would be to have the door replaced. Also, it has been months since my initial request for someone to come take a look at the door handle. I am still waiting for someone to reach out to me. Business Response /* (4000, 19, 2021/11/21) */ ******** & BBB team, Our final offer still stands, we are more than happy to provide ******** with Trust Build Windows & Doors credit of $500, or a cash refund of $250. As all of our customers, ******** received top of the line front door, which our company was happy to deliver based on the contract agreed upon by the customer, as we already mentioned multiple times. At this point, our team truly feels that we went above and beyond to try and satisfy ******** with her own choice of the door selection & top quality service, and there is nothing else we can offer to make ******** happier. We still stand behind our products, our professional team and our willingness to provide extraordinary customer service. In regards to the service call, we are currently working with our installation team to arrange a date that will best suit ********. Best regards, Trust Build Windows and Doors team. Consumer Response /* (4200, 21, 2021/11/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) Hello, I am as firm in my beliefs as you are. Specifically, you feel your company has gone "above and beyond" to attempt to satisfy me. Furthermore, you are clinging to the quality of your products, which has never been called into doubt. The fact that I did not receive the door I had requested remains a problem. I also addressed the situation and presented images to one of your employees/contractors, who confirmed that the two doors (the one I requested and the one I received) are not the same. So, once again, I appreciate the offer, but I decline it since a $500 credit or a $250 cash return is not equal to having to come home every day to an unwanted door. Business Response /* (4000, 25, 2021/12/27) */ ********, As we mentioned multiple times before, the contract, which was signed by you, was delivered as stated. Again, as per our prior communication, the door that was chosen by you to begin with, was never available in the size needed for your door opening, and our instalation manager reviewed this with you multiple times prior to signing. We have tried everything to satisfy you, by offering you credit with our company for $500 or a refund of $250. Furthermore, the service call for door handle was completed as well. At this point, we do feel like we went above and beyond to try to come to a mutual resolution to the concern that you have raised after signing both the contract and the completion form once the door was installed. However to our deepest regret we understand that there is nothing else we can offer. Please note that our initial offer is still valid and we hope you would accept it and we can put this unpleasant situation behind. Happy holidays, Trust Build Windows and Doors team Consumer Response /* (4200, 27, 2022/01/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) Greetings, I, like you, would like to move on from this "unpleasant" circumstance. But notice how, after all of this, you're only now acknowledging that the door I originally wanted was never available in the size I needed. This was never stated to me before to signing, just as it was not stated throughout the dispute. In a previous post, you stated: "Prior to finalizing a contract and after taking all the appropriate measurements for the door, Leon showed ******** exactly how the door will look in the catalog , door ******* (****************************************). After, Leon proceeded with reviewing the stain samples." However, I did not come to TrustBuild blindly. I initiated our conversation with a photo of the EXACT door I was looking for. You made it appear as if I "picked" the current door. I trusted your organisation to supply exactly what I needed, and now you're saying that you couldn't because it "was never available in the size needed for your door opening." I would not have signed with TrustBuild if I had been informed that you couldn't deliver on what I wanted; instead, I would have sought business from one of the many other companies that I received quotes from. You have your own interests to defend as a business, but fair is fair. I'm a customer who believes I've been taken advantage of. I don't want to have to go back and forth, but I also need to safeguard my interests. Also, you are making it seem as if you are going above and beyond when I am only receiving the bare minimum. For example, yes, someone came out for the door handle. However, when did I put in the service call? The answer is August 22, 2021. And when did someone come to fix the handle (which was very obviously loose)? Around November 22, 2021--3 months later. I request that someone come, and someone does, but months later. I request a specific door, and I receive one, but it is not the one I requested. Now I'm requesting a fair refund, but you'll only give me a $250 refund (for a permanent mistake) or a $500 credit, implying that I'd have to do business with TrustBuild again, which I won't do after this experience. That is in no way reasonable.

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