ComplaintsforWindow Depot Imperial Beach
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Complaint Details
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Initial Complaint
04/05/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
2 Custom doors were ordered 1 week apart (November 2021). First door was picked up in January, door was short of custom size ordered and other production errors were noted. Several calls and pictures were sent to window depot, they offered $400 refund for size error and denied other production errors. Since second door was pending, offer was postponed to compare both door for production errors (since both were similar). Other production errors were found on second door when installing during assembly, pictures sent to window depot on Feb 10. Window depot deferred errors to manufacturer who called 1 week later. Manufacturer was not sure if they had parts in stock, but would send out what they had. Spoke to **** at Window Depot on March 27 for update, he was to email manufacturer and call back. As of today 04/05/2021, no timeframe can be given on resolution of door, no word from manufacturer. Currently, one front door of house is unable to lock since February 9th and lets the cold in the house causing HVAC to be on longer. I have informed **** that Doors will returned 04/06/2021 and will need a full refund. Small claims court would be an option if not getting a refund after dropping off the doors. Many attempts to resolve have been made on my part and the run around given by Window depot telling me they will call me back.Business response
04/06/2022
On the first door that came in shorter, the customer got the option of returning the door for refund or receive a $400 credit for the extra shimming needed to install the door. After the offer was made, the customer said he would speak to his spouse and give us a call back. On the second door that came in, the locking issues that he had were reported to the vendor which later notified us they had spoken with the customer and would send replacement parts for him. Customer notified us that he had not received the parts yet since the vendor was out of stock on some items that were back ordered. The Window Depot always wants customer to be happy with their purchase.
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Customer Complaints Summary
2 total complaints in the last 3 years.
1 complaints closed in the last 12 months.