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Complaint Details
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Initial Complaint
27/10/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
We are building a custom home. We chose a very specific style of baseboard, trim, and doors in order to match this style. Our General Contractor was responsible for obtaining multiple quotes, and putting together contracts for purchase. Portes Express placed their bid for the package, and our GC recommended that we go with them. Just as the final order was going in, were advised that our choice in Office Doors (double, glassed French-style doors) were not immediately available, but that they could order a different model that was - let me directly quote: "identical to the ones we wanted." As they needed to put the order in right away, we agreed - we were never shown pictures of the new style - again, we were ASSURED that they were "identical." These were the very last doors to arrive - after every single door in the house was installed. When they arrived on-site, I immediately said "NO - these are the wrong doors, and I don't accept them" as the doors that arrived are NOT "identical" or even close whatsoever. We immediately advised our GC who contacted Portes Express to advise of the problem. Our builder was told to install them, as we needed them installed for upcoming inspections, and that the order error would be dealt with. Portes Express has advised our GC that "since it's a special order, we will not take them back." They offered to "take them back, try to sell them, and give us that money" - which means they could sell $2000 of doors to someone for $20 ... and we would be out $1980. This was therefore not an option. Finally after 2-plus months, we offered to Portes Express "fine, just give us back $300 each door, and we'll shut up and not complain anymore." They refused this offer. Yes, this was a CUSTOM order, but it was ordered based on a lie that the door was identical to what we originally ordered. Let me repeat that: they LIED about the style of door, and now are forcing us to keep it. I want my full money back. Period.
Business response
01/12/2021
***** ******* ******* ***** ******** ******** *** **** **** ** *** ***** ******* ********************** *** ****** ******* ******** *** ****** ******** ****** ********* *** ********
We have contacted the contractor and new doors should be ordered.
GINETTE L******
ADMINISTRATRICE/ADMINISTRATOR
PORTES EXPRESS DOORS & TRIM LTD.
************ **** ***
Customer response
01/12/2021
Complaint: ********
After over 3 months of fighting, the owner of Portes Express has become involved. This resolution is *in progress* and not complete as of yet.We have finally been offered a replacement set of doors, after finding out that Portes Express never intended to order from the manufacturer we originally ordered from. ** ******* **** **** ********* ****** ** ** **** ***** ***** *** *********** ***** **** **** ********* ** ***** ***** ****** ******* *** ****** *** ***********
Sincerely,
**** ******
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.