Complaints

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• Initial Complaint

  Date:11/01/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  replace door that they bought and installed in our lanai . the storm door is disintegrating. cannot be closed the company refuses to do it . wants me to pay for a new and install another for $2000 they said it is out of warrantee.. the door manufacture says the warrantee is for 10 years.. not one year

  

  Business Response

  Date: 11/01/2023

  I am aware of this customer. We installed windows and an ******** storm door on his home.
  Our warranty is for a period of one year against defective products and labor on all of our projects. The customer was informed of this at the time of the sale,  and he has been informed that he is well outside of his warranty through my company.
  We have informed him that the manufacturer of the door (********) will warranty any defects in the door. However, he is responsible for filing the claim for the door, not me. I have a suspicion that his door is being damaged by sprinklers, or even more likely, it has been damaged by hurricanes and storms. So I believe the homeowner knows they wont give him a new door because of this. 
  
  As far as the $2,000 quote that we gave him for a new door, he is also being dishonest about that as well. We did give him that price, but it was for a 2 prime door with a deadbolt lock that will hold up better to the apparent abuse that his door is receiving. It will not be the same door. He had the option to purchase this door originally, but he opted for the less expensive storm door. 
  
  We purchase storm doors through THE ********** in bundles of 12 or more, so individual receipts are not available for the doors. But every door has a serial # on it and we can provide the install date of the door for the customer to provide to ******** for the warranty. (The homeowner has this info already)
  Usually I am willing to help people and work with them in situations like this, but this customer Mr. ***************** is very rude, and very entitled. He badgers my employees on the phone, and even though he knows his project is out of warranty, he still expects me to fix it for free. For me to install a new door out of my pocket just to be nice is $1000 after all of my expenses. So its not really the logical option. 
  
  I have personally spoken to him twice for over 20 minutes total, and he has spoken to 4 other employees of my company. 
  
  I owe this man nothing, but I am willing to give him the information he needs for his ******** warranty. Outside of that he will need to pay for my services. 
  
  ******** will only warranty the door, not the labor to install it. 
  
  Again, several people have spoken to this man, and he simply refuses to believe that we wont give him a free door. He believes he is *********** that, and he is not. I install hundreds of these doors per year, and they never ever disintegrate. There is an outside force causing the door to fall apart and I believe the homeowner is concealing it. 
  

  -*************************** (Owner) CBC1262890

  Customer Answer

  Date: 11/02/2023

   
  Complaint: 20809434
  
  I am rejecting this response because:all I was asking for was replacement door  ***** called me and used the f word and he was the one that was rude I am now dealing with the manufacturer of the door I planed to install the door myself  I just thought it would good business if he could have helped. Instead he was the rude one I didnt use filthy language as he did 
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 11/03/2023

  Thank you for confirming what I stated in my original response. You were out of warranty and still expected a door replacement from me. I appreciate your honesty and confirming that so everyone who sees this will know. 

  Yes, I did use the * word with you. You called me every single day badgering me constantly about a project that was out of warranty. I told you over and over again that you had to file a claim with ******** for your door. Which you told me you actually did, but for some reason you were still calling me to get a new door installed. Your wife was in the background of the call calling me an "asshole" for not giving you a new door. So, I got frustrated and said, "This is f****** ridiculous." I did not call you a name or insult you in any way. I'm sorry you got so offended. 

  I honestly don't need you to accept the resolution because you have no reason to complain in the first place.  

  I work hard and provide excellent service and honor all of my warranties that are in date, and I will not be bullied by entitled people who think the deserve a lifetime service from me just because they hired me for a small project. You should be ashamed of yourself. 

  Anyone who reads this should know that this is a meritless claim, and the main reason I don't give in to this man is because I refuse to be bullied. He thinks that by leaving a bad review, he will get what he wants. Unfortunately for him I am a parent and I have learned how to deal with this kind of behavior. 

  Everyone sees what you're doing Mr. ****************** and no one cares.