ComplaintsforLasting Impressions

• Initial Complaint

  02/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  For the price of the ************* paid including freight and shipping for $1971, it should have been replaced with a new one as it either was delivered damaged or it was damaged on the install. In addition, there was gap at the bottom and side of the fire-rated door when installed. I had requested a new door to be installed due to the damage and poor installation job. Rather than order a new door, of which the vendor, ********, should have replaced free of charge since it arrived damaged, it was "repaired".The repair job is still poor and you can tell there was damage. Even though painting the fire-rated door might "fix" this, I shouldn't have to paint it to make it right. And when the threshold at the bottom was adjusted, there still was a slight gap and had to request to be readjusted again, I double checked this time before the manager left.I am requesting a new door to be ordered free of charge including the labor to install. The door arrived damaged.

  

  Business response

  02/17/2023

  Our service manager, ***************** went to ******'s home and repaired to spot on the door as well as adjusted the threshold to the sweep. Customer was happy with ****'s service. *******************************, ******** representative spoke to ****** *(Customer) and discussed the issue with her. *************************, Lasting Impressions General manager has left 2 voicemails for ****** to call her, no response as of this afternoon. *(3:45pm Arizona time) Thank you *************************, Owner

  Customer response

  02/17/2023

  That is not true, I was not happy with ****'s service, thus the complaint with the BBB and poor reviews on Yelp and ******* ******** did call me and we discussed the issue; however it has not been resolved. ***** has only left one voice mail message with me on 2/16/23 advising status on hardware that was ordered and said she would call me back to schedule a time for it to be installed, more than lilkely at the same time for the door to be repaired properly. I am still waiting for a call back from ***** on the scheduling as of 2/17/23.

  The caulk in the damaged area needs to be removed, cleaned, then filled with a wood filler, which will need to cure, then the area needs to be sanded and primed. This has not happended. And once this is complete, ******** mentioned that if this was not satisfactory, then we would discuss what would need to be done next. The repair should look seamless. The hack job done by **** on the spot is not seamless as evidenced by the photos provided.

  Thank you -

  ******

  

  Business response

  02/20/2023

  *************************, Lasting Impressions general manager has left a couple follow up voicemails for ****** *(Customer) to schedule door repair and hardware. Our service manager was at ******'s home, removed the caulking and prepped for the repair. ****** was happy with what **** had done at that time and thanked him. We will repair the edge of the door according to ************* specifications. 

  Customer response

  03/01/2023

  *** from Lasting Impressions did arrive on 2/21/23 and removed the caulk from the prior repair done by ****. Cal then sanded and primed the damaged area and it is now acceptable. However, the installation issue on the door has yet to be resolved. There is now a gap at the bottom of the threshold on the right hand side and the weather stripping in the corner is not secure. Appears the threshold is depressed or does not easily adjust, possibly due to a stripped s**** underneath on that side. There should not be this much wear and tear on the threshold and weather stripping for a door that was installed on 2/9/23.

  
  I emailed and left a voice mail message for ***** on 2/25/23 regarding this and also provided photos. An appointment has been scheduled for 3/6/23 for Lasting Impressions to check out the threshold and weather stripping. 

*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. ↩