Complaints

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• Initial Complaint

  Date:01/03/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In March 2023, ****** ********, the owner of BHI exterior (previously: Basic Home Improvements Inc) installed an exterior door in our house. When the temperature started to drop, the door started to “weep” going from bad to worse. See the photos. The defective door risks to do a structural damage to the house with all that water dripping from it. We paid $3,240. We asked to be reimbursed. ****** refused. BHI lies: 1) On *** website, it is stated that BHI interiors had over 40 years' experience and an A+ rating with the ***. The facts: ****** was unable to assess the problem with the door that he installed and unable to fix it. 2) On BHI website, only positive testimonials sourced apparently from *** show. The facts: the *** page states: This business has 0 reviews. 3) On BHI website: “All the doors we sell are Energy Star rated for high efficiency…” The facts: only two Patio Doors by Novatech are Energy Star certified. 4) On BHI website: “All the doors we sell (…) come with a 10-year warranty on parts and labour and are finished inside and out”. The facts: ****** takes no responsibility for the defective door he installed in our home.

  

  Business Response

  Date: 03/03/2024

  I was contacted by these clients in December 2023 to examine the door I had installed along with windows in March 2023. It was obvious upon my review, the handle, deadbolt and hinges were all sweating. As a contractor, I had never witnessed this before and I have been in business for almost 40 years and installed close to a thousand doors. I contacted the manufacturer as I initially thought the door was hollow an this might explain the issue. The manufacturer went to examine the door in January 2024 and concluded the door was not hollow, there was no defect with the door and this issue is related to condensation in the kitchen. Upon my second visit in January 2024, I also noticed the windows I installed which are triple glazed were also sweating at the bottom of the glass indicating another issue with condensation in the kitchen. I have tried to go back to these clients for a third visit to try and resolve the issue. They are unwilling to have me return and are seeking a refund. I will not entertain a refund until these clients address their condensation problem which I am convinced is the source of the issue. A dehumidifier or fan in kitchen I believe would address the issue. I have nothing further to add. I am sorry this has happened but I do not believe this is an issue created by BHI Exterior. Thank you. 

  Customer Answer

  Date: 04/03/2024

  
  Complaint: 21373705
  
  I am rejecting this response because:

  ******,  
  But we do have a high-performance professional dehumidifier (RS commercial quality). This is a no-brainer in an older home. We rarely need to run it, this winter almost at all, because the humidity level is good.
  Of course, I plan to install a fan in the kitchen. However, I'm on a tight budget, so I'm taking it one step at a time. In the meantime, I'm cooking with two Instant Pots, so as not to cause condensation in the kitchen. These two measures, which we implemented a few years ago, work well to keep humidity levels within a normal range. The previous door had never been a problem under the same conditions or worse for over 10 years!

  So, on what basis are you questioning humidity in the house?. You never measured it.  We gave you the dehumidifier level when you last visited the house (it indicated 54) and you said it was reasonable. How come it became a problem out of the blue at the end of February? Are you looking for a solution or for a way out to take your responsibility?
  
  The condensation is one thing, the humidity another. They are related, but it takes cold to change humidity into condensation. The condensation on our new kitchen windows is minimal because these windows do isolate the exterior cold from the interior heat. The door started to form condensation even when temperatures were above zero and no amount of venting can make it disappear.  
  

  You said you've never seen such a condensation as this. We neither until we had our doubts and checked *********** Google's reviews (******** ******** story matches ours). How could you choose them? A very basic Internet research shows that ********** ***** does not readily take responsibility for its defective products and lacks transparency when it comes to production, certifications and warranties. 
  We persist and ask you to honestly take accountability for this defective product. Question of humidity cleared, why then does this door, which is supposed to be Energy Star certified and guaranteed for 10 years, work so poorly? Please provide us with specific technical information about this door: R-value/energy efficiency, material used for insulation, etc. We ask for clear specifications under what conditions this door is supposed to function properly.
  
  And no, we don't want you to come back. You had enough time to resolve this issue and we think that you are not looking for a solution but to put responsibility and expense on our shoulders. We want our money back.
  
  You are a professional contractor with 40 years of experience. We paid you 3240 $ not only for installing the door but also to avoid the handyman's lack of knowledge and advice, to be sure that our kitchen we were waiting for over ten years will have the best solid materials and foolproof installation. You left us for weeks with this mess, without proposing absolutely nothing to resolve it.
  
  Sincerely,
  
  *** ***** **********

  

  Business Response

  Date: 07/03/2024

  Let me just start by reiterating, the door is not defective in any way. I stand by the product and my workmanship. In response to your humidity levels that you mentioned, to me that it was at 54 which is good for spring and summer however winter levels should be between 25-30.You also  mentioned this problem did not exist with your previous door however you had older windows that would let heat escape and ventilate. Now that you have high efficiency windows that we installed, this has created an air tight room. The condensation on your handle and hinges is attributed directly to the cold conductor from outside to inside. I strongly recommend again, circulating the air in your kitchen and adjusting your de humidifier. I am not unsympathetic to this issue and I am sorry that you are experiencing tit however, this is not happening because of a defect in the product. An HVAC specialist might have additional solutions. . 

  Regards, 

  ******

   

  Customer Answer

  Date: 11/03/2024

  
  Complaint: 21373705
  
  I am rejecting this response because:
  
  Complaint: 21373705
  
  I am rejecting this response because:
  Hi ******,
  
  We asked you to send us a copy of our contract as promised. You've failed to do so yet. We wonder why. Please, send it to us.
  
  You're responsible for both the work and the product. You recommended and installed this door and windows a year ago, in winter, after a visit to our home. So, either you failed to properly assess our home situation or you suggested the wrong product. There is no way out. In both cases, we are asking to be reimbursed.
  
  To clarify again.
  1. Our dispute is NOT about the hinges and locks, but primarily with the fact that the door panel gets wet in temperatures around zero degrees Celsius or below.  The whole panel is covered with condensation. This lack of door proper insulation leads to problems with the hinges and locks.  See the photos we already sent to you.
  2. Our walk-through kitchen is NOT airtight. On one end, there are stairs to the basement and on the other, a screen door keeps the space open to the rest of the house.
  3. Recommended humidity levels are NOT 25 (!)- 30.  See Health Canada on this subject. Are you seriously suggesting that humidity of level 54 (in our basement, so much lower on main level) will destroy the newly installed Energy Star door?! That's a serious joke!
  Sincerely,
  
  *** ***** **********
  Sincerely,
  
  *** ***** **********