ComplaintsforDMD Window & Door, Inc.

• Initial Complaint

  07/13/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Around October 2021, I contracted with DMD windows and doors to replace several doors and windows. In December 2021 the windows were replaced, but I was told the doors were delayed. Still delayed until May 2022 when I was told doors had arrived and installation was scheduled for May 31, 2022. The doors arrived, the installers measured and deemed them correct for install, the old doors were removed and the new doors were installed, but it was obvious to me that the doors were well over an inch short in height to fit the openings and one door was obviously assembled with some serious issues.DMD repaired the damages and poor construction to the doors to the best of their ability, but you cannot repair a door being too short. After providing just inconsistent excuses for why the doors were short, they said this is how they feel it should be and sent me an invoice. One of the doors has trim that is adjusted to hide the fact that it is too short, but another door is trimmed in finished drywall so the patch to hide the big gap is clearly visible. I agreed to pay for all doors and windows (discounted for being refurbished and loss of installer guarantees) except for the one door where my only choice is to hire someone else to provide an accurately sized door since DMD has said they cannot do any better. My refusal to pay for the door that I need to replace in the future has resulted in threats to place a lien on my property. Please assist me in resolving this. I have no idea why DMD, which appeared to be a good company with a good track record, is now trying to force me to pay for a door that is obviously not acceptable.

  

  Business response

  07/20/2022

  
  ********************, Thank you for your feedback.  It's disappointing for us to receive anything but a positive review from one of our valued customers!  Your home and renovations are very important to you and, as always, we approached the product selections, budget and current supply chain challenges with great care.
  
  To compensate for multiple suppliers and delayed deliveries, we provided "as ready" installations to get your project completed as quickly as possible.  The extra staging added costs to DMD, but we do what is needed to take care of our customers.
  
  Our over 40 years of renovation experience prepares us to account for irregular or out of square existing openings to achieve the best result.  Your basement door is an example. The custom sized door that was ordered for you was required to properly install for smooth opening. Additional trim was needed to finish out the opening even though none was there on the old door. The defects at delivery were addressed, scheduled, and repaired as quickly as what was reasonable.  Our offer of a $1500 credit or to wait for a replacement door was declined because you would only be satisfied if the entire door and installation were free.
  
  The 22 windows that were installed went well and you indicated that you were pleased with the result. We do not personally manufacture the products that we sell, but stand behind our process, installation, and attention to detail until the project is complete.
  
  Please take a few minutes to review our 5 *********** rating, and A+ BBB rating is the Hallmark of DMD Windows and Doors.
  

  Customer response

  07/21/2022

   
  Complaint: 17559980
  
  I am rejecting this response because:

  I cannot accept DMDs response since it is no different than their previous responses to the issues.
  Their reply does contain incorrect information where they state that replacement with a door that fits the opening was offered.  They did once offer to replace the door, but also immediately said that they would not size it any differently for the replacement.  I can only assume their insistence that their replacement door would be this same height is an attempt to not admit fault on their part. Replacement with a door that fits the opening was never offered and at this point I can only assume they are not capable of correct replacement so I will need to hire someone else to replace the door in question with a door that fits.
  Facts: DMD replaced 3 doors. All replacement doors had dents and chips in the doors from poor assembly. One door had bent parts, incorrect alignment, and missing screws. DMD did repair the bent parts, incorrect alignment, and missing screws.  Two doors were visibly too short for the opening.  One of the doors that was too short (the one with the worst assembly) has trim that could be adjusted to barely cover the gap, so I am willing to accept a discount, which was offered without specifying an amount, for that door since it is not obviously bad and in need of replacement.  The other door that has finished drywall around the inside opening can only be made to look correct by replacing the door with a door that fits.
  DMD claims that the door had to be built this short to allow for a smooth installation.  I understand that some extra space is needed, but after leveling there was still well over an inch of empty space above the door which is not reflective of a company claiming vast experience and to do quality work. They never attempted to remove outside trim prior to ordering the doors to get a more accurate measure or take any steps to minimize the chance of the existing indoor trim not being sufficient.
  I am not refusing to pay for a door that fits, and I am not asking for anything for free.  But DMD says they are not capable of putting a door that fits in this opening, so I do not believe that I should pay them for a door that I now need to hire someone else to replace.  If it was possible to put the old door back, I would do that, but the old door was destroyed by DMD during removal.
  DMD is implying that everything else is fine if you ignore the door that visibly doesnt fit.  As I previously mentioned, all 3 doors they provided arrived damaged and poorly assembled and are now in what I consider a refurbished status with questionable quality.  Additionally, their behavior has provided no promise that they will honor their 10-year installer guarantee to fix any future issues related to installation.  Therefore, I have also lost the value of any guarantees on their work for the 22 windows and 2 doors. I have mentioned this loss of any installer guarantees to DMD and they have not replied to that issue.
  DMD now says that the $1,500 credit they offer applies only to the door that doesnt fit.  However, they also said they would provide a discount for the refurbished status and poor assembly of all doors.
  Given all the above, I am requesting to pay $0 for the door I must replace and a 10% discount on the total **** for the other doors and windows (approximately $3,000 discount) due to the refurbished status of the doors, my time and inconvenience to handle this situation, and the loss of all installers guarantees for all windows and doors.  I can only assume I will be responsible for hiring a different company to repair anything that turns out to be wrong during the next 10 years with their installation of the 22 windows and 2 doors.
  
  Sincerely,
  
  ***************************

  Customer response

  07/22/2022

  Hello,
  
  After I did not accept the initial response yesterday, payment was made satisfying payment in full so the complaint ******** was resolved on 7/21/2022.
  
  Thank you for your assistance.  Please let me know if you need anything additional.
  
  ***************************
  
  Complaint ID:     ********
  

  
  

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