ComplaintsforBaseboards & More #1 LLC

• Initial Complaint

  04/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 1/21/22 my husband and I walked into the store to purchase a prehung double door. The price for the door was $1357.78. They told us that the door would be ready in a couple of weeks. A week into the waiting process I received a call telling me that it was actually going to be about three months before the door was ready. They gave me the option to stick with that door or get a new one. I decided to wait because I didn't wanna go through choosing another door. They told me the door would be ready the first week of April, two weeks went by and I finally decided to reach out to them myself on the third week of April and they told me that the door was there but that it was not ready yet. They told me they would call me to let me know when it was ready. They call me the next ******** went to go pick it up, my installer came over on the weekend to put it and he was having a hard time installing the double door as it was not lined up properly, the hinges were not matching the doorknobs were not matching he tried to work with it as much as he could because we had a big empty hole in the front of our house. My husband reached out to the business to speak to the owner since we know who he is. The general manager by the name of ****** reached out & said that he was able to help us that we were not able to speak to the owner and he made a smart remark saying "when you go to ******* do you ask for the owner?", after how he was behaving we didn't feel comfortable continuing the conversation with him. Then I went ahead and started to write a review on their website of how I felt & what had happened at that point the owner's daughter ********* reached out to my daughter on a personal platform to discuss the review that I had written. How professional is it that I called the company again to talk to ******** to ask why she was reaching out to my daughter regarding a business matter when she had nothing to do with it? She wouldn't talk to me. ****** ended the call.

  

  Business response

  04/28/2022

  Hello *****, we are sorry you feel that way about doing business with us, Baseboards & More is more than happy to assist you with any door issues that you might have. We invite you to come in and speak to any of our sales representatives or our General Manager about this problem. As stated over the phone any of them can help resolve any issue if you go over the details with them. We try our hardest to be as professional and efficient with our customers and that is why we have multiple employees with different positions and knowledge to better assist our customers when a situation like this occurs. Unfortunately owners do not have a working schedule here at our branch and that is why we have a General Manager on duty to help our customers with any concerns or needs. From what was described on previous reviews it seems it might be an installation issue, please feel free to contact us and we will get this resolved for you but you have to be willing to speak to our representatives. Unlike stated above you did not wish to give any information or speak to any of our employees when you first reached out to us. Any Personal issues you might have with any of the employees of Baseboards & More can not be associated with the business, we are more than happy to assist you with any question or complaint about our products or our service as we've stated before.

  Customer response

  04/28/2022

  How can you ask me to come to the store and speak to someone after how you (******) treated me and my family.  Having an employee contact my children regarding the review i submitted to ****** reviews, regarding your products and lack of customer service and professionalism, dont forget to mention that you (******) disconnected my call after me asking you how you were going to solve this matter. But you want us to go to the store, obviously right now you are trying to be ************ but that's not the real you. I want no business with you or the store. Asking your employees to right fake reviews is not the right think to do.  As a customer we have every right to submit a review on anything that we purchase or use. 

  

  Business response

  04/29/2022

  We have offered multiple times to try and resolve this issue. Unfortunately your response has been trying to defame me or the business by accusing me of actions I have not done or inciting others to leave negative ratings towards our business when they have not done business with our company, that is defamation and legal action could be taken if done with the sole purpose of hurting our business. If you can please send over pictures of the door to **************** I will gladly look over them and schedule one of our door technicians to come and look over the door to determine if it's an installation or production issue.

• Initial Complaint

  12/12/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We placed on order on 10/22 for a French double door. We asked for a right hand open inward swinging door. Also ordered locks for the house while there. We gave them the exact finished size we needed. We have a slump block home and even called and had someone measure the thickness of the block and such to make sure we had it right. Went to pick up the door and I noticed the control for the blinds was on the outside of the door. I kept saying it didnt look right. We asked and they said we ordered outward swing. No we didnt. Apparent miscommunication between the sales and warehouse because when we came home and checked our invoice it said in and was highlighted. They very reluctantly agreed to fix it. We picked it up about 8 days later. Got door home and went to install it. Door is inches too big on each side. Cant install it and cant do anything about it. Called to ask why the door was not made to the sizes we gave them. They said they only take the door measurements not the finished size. Never mentioned it to us when we ordered it. As we repeated over and over the size of the opening. Said basically we are out of luck. Asked to talk to a manager and said they would call back. Never returned the call. We spent right about $1700 for a door that is now useless. Also when we went back for the door, I brought the original invoice to show them and the snatched it from me and wouldnt give it back. Gave me the modified invoice instead.

  

  Business response

  07/13/2022

  Hello *****, we are sorry you feel that way about doing business with us but here at Baseboards & More we have our employees go over every order with our customers and this was not the exception. Our invoices clearly state that the sizes shown in the invoice are not rough openings; they are door sizes only, as that is the industry standard. It also states that anything cut or custom made is not refundable as we don't keep inventory in stock, we build all of our orders as they come in. 

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