Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:10/13/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  We contacted Gravinas *********************************************** for a sliding glass door replacement in May of 2023. They sent the salesperson, ********************************* out to do a quick measurement and then sent us a quote for the door we chose. In good faith, we paid a $100 deposit. We were quoted the install would occur within ***** weeks at this point. Several weeks later they sent the installer out to do another measurement. At this point, we were told the door frame was not standard size and the door we chose would not fit. ******* would take several days to return a phone call or email. Finally, weeks if not months later, we were told they needed to come do another measurement. This occurred near the end of August 2023 when they essentially ripped off all of of the trim around the doorframe. The installer said the parts usually arrive in about 4 weeks, but definitely by late September. And we were advised the door IS in fact standard size.... We make frequent calls to *******, which go unreturned. The woman at the front desk is rude and refuses to provide a contact phone number for a manager- she repeatedly just transfers to *******. The one time we spoke to a manager, we were told we would get a call back from him- which never happened. We were told this week that the parts were on order and would be in 10/12 or 10/13. Calls and emails were ignored. The level of unprofessionalism and absolute lack of communication is astounding here. I want this door installed next week or I want our deposit back and we will go with a more reputable company that bothers to actually communicate with their customers.

  

  Business Response

  Date: 10/25/2023

  The customer is correct on most of this. There was difficulty in getting the correct door on order due to the current siding trim not being installed as it should have been. The siding trim was installed unconventionally over the existing door.Gravinas needed to order a standard size door because it has blinds between the glass. We returned to verify if a standard door would fit. It did take more time than it should have. We apologize if the communication was not up to par.We do have everything and have called and scheduled the appointment with the customer. 

  Customer Answer

  Date: 10/27/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************