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:10/03/2024

  Type:Customer Service 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.

  US Door and More delivered a damaged door. The damaged was covered with an opaque plastic protective film. Once removed after install and painting, the damage was noticed and a claim was filed. US Door and More will not stand behind their product.

  

  Business Response

  Date: 10/05/2024

  Dear ****** **********,
  Thank you for the opportunity to respond to Mr. ***** ******* complaint regarding Order #******. At US Door & ********** we prioritize customer satisfaction and aim to address concerns fairly and promptly.
  

  Our Efforts: Mr. ****** acknowledged that the door arrived well-packaged and in good condition. The issue of a scratched glass was only reported a month after delivery, following installation and painting by his contractor. Per our Terms & Conditions and Limited Warranty policies, we advise customers to inspect products before installation to address any issues immediately.
  Despite the delayed report and post-installation modifications, which void the warranty, we offered a deeply discounted replacement part as a goodwill gesture. This offer was declined, and Mr. ****** requested compensation or a partial refund, though his contractor had reportedly already repaired the scratch.
  

  Reviews and Misrepresentation: During our communication, Mr. ****** indicated he would post negative reviews if his demands were not met. After declining his request, he followed through by posting reviews on several platforms. While we respect his right to share his experience, these reviews appear intended to harm our reputation rather than provide an objective account.
  

  Contractor Responsibility: Its important to note that the contractor is largely responsible for the handling and modifications that likely caused the damage. Instead of addressing this with the contractor, Mr. ****** has chosen to target us, possibly believing we are an easier party to hold accountable.
  

  Our Stance: We believe we have already gone above and beyond in addressing Mr. ******* concerns and respectfully consider this matter closed. However, we remain open to further discussion if Mr. ****** de-escalates the situation and reflects a more accurate account in his reviews. I am available to personally engage with him to work toward a fair resolution.
  

  Thank you for your attention, and we appreciate the BBBs assistance.

  
  Sincerely,
  ****** *******
  US Door & More Inc.

  Customer Answer

  Date: 10/26/2024

   
  Complaint: 22375512
  
  I am rejecting this response because:

  US Doors and More delivered a damaged door, they offered the option to buy another door because of their mistake. Quite unfair in my opinion. Later, the owner offered to give me a $200 refund if I removed my bad reviews, when I called the following week to ask him why the money hadnt been returned, he said that he wasnt going to give me my money back. Hes a shady businessman who does not keep his word. He does not stand behind his products even when they arrive damaged. Hes made no effort to rectify the situation. 
  
  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 11/04/2024

  Dear Ms. ******************** you for allowing us the opportunity to address Mr. ******** complaint. We appreciate the BBB's role in facilitating open communication and aim to resolve this matter professionally.
  We believe this claim is unfounded based on the following points:
  Condition Upon Delivery: The door was delivered in excellent condition. Mr. ****** acknowledged that it arrived well-packaged with no visible damage at the time of delivery.
  Delayed Reporting: The alleged damage was reported approximately one month after delivery, after the door had been installed and painted. Our terms and conditions require customers to inspect products upon delivery and report any issues immediately.
  Post-Installation Modifications: Reporting damage after installation and painting voids the warranty concerning damage claims, as modifications may introduce issues not present upon delivery.
  Resolution of Alleged Damage: Mr. ****** later indicated he was able to remove the scratch himself, suggesting that the issue was minor or may have occurred after delivery. A deep scratch, as initially described, would typically not be easily remedied on-site without professional intervention.
  Unprofessional Conduct: Mr. ****** requested a payment of $200 in exchange for removing negative reviews he had posted about our company. While we respect every customer's right to share their experience, we believe that reviews should reflect genuine experiences and should not be used as leverage for compensation.
  Mr. ****** has not provided any evidence to refute these points or to demonstrate that the damage occurred prior to delivery. Therefore, under the terms of our service agreementwhich he agreed **** believe this claim has been addressed fully and appropriately.
  We remain committed to customer satisfaction and are willing to assist Mr. ****** within the framework of our policies. We respectfully request that the BBB consider these factors when reviewing this complaint.
  Thank you for your time and consideration.

  Customer Answer

  Date: 11/04/2024

   
  Complaint: 22375512
  
  I am rejecting this response because:

  The owner has continued to outright lie about the situation. I always claimed that the door was damaged before delivery. It seemed packaged well and free from defects, but after removing protective film from the door, it had a huge, deep scratch in the glass. 
  As soon as the contractor installed the door and removed the protective film we notified the company that it was damaged. They waited a month to respond, all the while blaming the shipping company and now complain that we waited too long to report the defect. 
  The owner expressly asked me to remove my negative reviews from the website and we agreed on a small refund to cover the glass scratch repair kit I bought. This was on a Friday. On the following week, when I called the company to ask about the status of that refund, a front line employee specifically mentioned that they were waiting on me to remove the bad reviews. When I told the employee reviews would only change when there was a refund to show good faith as agreed upon, i was transferred to the owner again who denied he was going to give me any kind of refund. He talked in circles with me for 30 mins, alternating between telling me he wanted me to have a good experience and to post good reviews, and then calling me a liar saying that I had damaged the glass. His company is not standing behind their product and he is a dishonest man. I dont expect him to acquiesce, but, in the meantime, other potential customers HAVE to know how he has treated a customer that paid almost $2300. 
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:07/18/2023

  Type:Delivery 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.

  We ordered a mahogany French door with sidelights on Feb 1, 2023. We received it on May 4, 2023. When we went to install it we discovered several gouges in the doors so we went through the claim process where we ended up returning it for a new one. We received it on June 15, 2023, we unpackaged it that day and it is beautiful! The problem not discovered until we went to install it is they sent the wrong length of brick molding and trim. They are 2 ft short so I am assuming they sent for the doors but not for the sidelights. The threshold is also wrong, it is for a left inswing not right as was ordered. These clients paid almost $4600 for a beautiful door 6 months ago and still do not have what it is supposed to be!! My company is making the pieces themselves in order to take care of it quickly and the client had us hang it backwards so the threshold is ok. We wish we had just built it all ourselves! It is obvious after 2 orders for the same door being wrong, that their quality control is NOT good. I am waiting on the results of this 2nd claim.

  

  Business Response

  Date: 07/18/2023

  Dear Customer,
  
  I deeply regret the issues you've encountered with your mahogany French door and sidelights order. We understand the inconvenience and frustration this situation has caused, and we are committed to doing our best to rectify it.
  
  In reviewing your case, I noted that the claim regarding the discrepancies in the order was reported on July 18, 2023, a month after the replacement was delivered on June 15, 2023. As per our company policy, customers are required to report any issues within three days of delivery. Unfortunately, this report falls outside of that window.
  
  Moreover, according to the images we received and our Quality Control (QC) records, we were unable to identify any issues with the threshold.
  
  We also understand that you have requested a 75% discount in exchange for removing the reviews you've posted on various platforms. However, as a company committed to ethical conduct, we do not believe in offering financial incentives for the removal of honest customer feedback. We respect the rights of our customers to voice their opinions publicly, and we view your feedback as an opportunity for us to learn and improve.
  
  Despite the time elapsed and the issues mentioned above, we wish to ensure your satisfaction. We are willing to send you the correct length of brick molding, trim, and a right inswing threshold, if required, to make sure you have all the necessary parts for your door and sidelights. We hope this gesture demonstrates our commitment to resolving this matter in a fair and responsible manner.
  
  We genuinely appreciate your understanding and patience in this matter, and hope that we can help resolve this situation satisfactorily. If you have any further questions or require additional assistance, please don't hesitate to contact us.
  
    

  Customer Answer

  Date: 07/19/2023

   
  Complaint: 20337395
  
  I am rejecting this response because: 1. You can not expect a business to drop what other jobs they are doing to install a door we have waited over 4 months for. Especially when we didn't know when it would arrive until the shipping company called and said no one was there to receive it. Our company was on a large remodel job and within 3 days was simply impossible. 2. Stand behind your product. 2 times there was major issues. I didn't send a pic of the threshold because the client had us just put the door on the opposite way so it worked. These things were not discovered until the hole was cut in the wall for the door to be installed. How long would they have been left like that waiting on you to send pieces a third time? How much longer was this client supposed to wait for a complete project. 3. We reject this because we have already spent the time and money to manufacture the pieces ourselves. How much is a piece of mahogany? How much is the time involved for us to manufacture it worth? We was offered store credit on the phone. Why would we ever use you again?? 1 order that was wrong twice. How many opportunities do you give someone? As a company, we have done some extra things in a effort to appease the client for all of this mess up. They understand it is not our fault but yours yet we are still the ones dealing with it and trying to make it right for them. Our company has lost $ on your companies mess up. It needs resolved for both of us, the client and our company.
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 08/01/2023

  Dear *******,
  
  Thank you for your continued correspondence and your patience throughout this process. We understand and appreciate the swift action your team has taken to rectify the issue with the door and sidelights.
  
  At the heart of our service is the satisfaction of our customers, and it is disheartening to hear about the trouble you and your team have encountered.
  
  Although our company policy doesn't allow us to offer direct monetary compensation for this incident, we would like to reiterate our previous offer to provide any necessary replacement parts free of charge to ensure that the installation can be completed to your satisfaction.
  
  We understand the inconvenience and financial strain this issue may have caused, and our offer is our way of demonstrating our commitment to helping resolve the situation. If there are any further parts you require to complete the installation or any future orders, please do not hesitate to contact us.
  
  We thank you once again for your understanding and patience in this matter and assure you of our full cooperation and support going forward.
  
  Best regards,
  
  
  

  Customer Answer

  Date: 08/03/2023

   
  Complaint: 20337395
  
  I am rejecting this response because: our small family business has taken on the expense of providing the mahogany and made the incorrect items ourselves. We did this at OUR cost trying to satisfy the client and we lost money on this job due to your companies lack of quality control. 

  I am going to say you have this "no monetary compensation and also complaint must be filed within 3 days" because of situations just like this. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:03/01/2023

  Type:Product 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.

  FALSE ADVERTISING & IMPROPER FEES They won't tell you they can't do the door you order until they take your money & then charge a large fee to cancel the order they cannot fulfill.I got a quote on 2 doors for my home, they did not say the door I wanted didnt come in the size i needed. I placed the order based on the quote. After I placed the ************ took payment they sent me shop drawings for a different door. They wanted me to buy the other design to which I declined and requested cancelation since they can't fulfill the order. They came back trying to sell me the design in a different size door. I told them I can't use a different size, please cancel. They repeatedly contacted me to sell me something other than what I ordered & I repeatedly told them to cancel. It got fo the point that they where they were calling over and over trying to get me to buy the wrong design door or one in the design but the wrong size. I repeatedly told them to cancel for weeks. When they finally processed my cancelation they kept a fee like I had just changed my mind. I did not. They need to refund the cancelation fee charged for the order they could not fulfill as advertized AND quoted.

  

  Business Response

  Date: 03/01/2023

  Dear valued customer,
  We apologize for any inconvenience you experienced during your recent interaction with our company. However, we would like to clarify a few points that were made in your review.
  Firstly, we must point out that the information you provided in your review is inaccurate. The product you ordered is highly customizable, and the final product may change based on the dimensions. You initially ordered a 3 lites door, but customized it to a smaller size. Our designer recommended a 2 lites door as the best option for that size, but once you made it clear that you wanted a 3 lites door, we made the adjustment (per attached copy).
  Secondly, we were able to fulfill your request for a door with three lites. However, you decided to cancel the order nonetheless, which resulted in a cancellation fee. This fee is disclosed upfront on our website to all customers and covers the engineering and order processing efforts that were undertaken for your order.
  Finally, we would like to emphasize that the process we have in place for providing detailed drawings is meant to catch any misunderstandings and provide a chance to correct them. Just because the initial draft did not meet your requirements, it does not mean the order can be canceled immediately. This process takes time and manpower, which is why a cancellation fee is charged.
  We hope this clarifies any misunderstandings and we would like to assure you that we strive to provide the best possible service to all our customers. Please feel free to contact us if you have any further questions or concerns.

  Customer Answer

  Date: 03/02/2023

   
  Complaint: 19516270
  
  I am rejecting this response because:

  I was quoted (Q15.046521, image of quoted door is also attached.) on the "3-lite" door in the size I needed. I didn't customize it diwn to 2 lites. That was the time that YOU should have said it doesn't come in that size with 3 lites. The name of the door is "Diamond Mahogany 3-LITE Contemporary Modern Shaker Exterior Single Door." "3-LITE" NOT 2. THIS WOULD HAVE BEEN THE APPROPRIATE TIME FOR YOU TO TELL ME ITS NOT AVAILABLE IN THAT SIZE AND DISCUSS OTHER OPTIONS. This is where it became your fault. I DID NOT "CUSTOMIZE TO A SMALLER SIZE", THIS WAS A STANDARD SIZE OPTION ON THIS "3-LITE" DOOR.
  
  Only after I ordered & rejected the drawings with 2 lites, was I told you were not able to do 3-lites in that size door. I said that since you are UNABLE to do that door on the size I needed, I would need to cancel. BAIT &  SWITCH! I was told that 3 lites on that size door would not be sturdy enough so they can only be done on bigger doors. There was no discussion of customizing at that point. I understand that different door dimensions can alter the final look, but I ordered a "3-lite" door and you repeatedly said you could not do it. If you knew you COULD make the door as quoted, why did you tell me you couldn't & try to get me to buy something else.
  You tried to sell me the 2-lite door. I repeatedly told you that "if you can't do the 3-lite door advertised" then you need to cancel, Your response was OK. Again, no discussion of trying to customize one. Again told it couldn't be done. Why would you keep telling me it can't be done & try to sell me the wrong door if you could make the 3-lite door? You did not offer me the 3-lite door.
  Then you tried to sell me a 92 inch door, which I said I could not use that size. You suggested I just cut it down to fit. Me "Cancel" you "ok".  No mention of customizing. Up to this point I repeatedly said "if you can't make it" & was always told you could not.
  
  When you say the door CANNOT be made & make no mention of trying to design a custom piece. I say cancel, you continue to try to sell be the wrong door, then when I repeat that I do not want a different door, you agree to cancel just to come back trying to sell me on the wrong doors again. IF you knew you were designing a 3-lite door for me, why did you keep trying to sell me doors that don't work for me. 
  If you had said anything about even trying to get a 3-lite one designed rather than repeatedly telling me it CANNOT be made structurally sound & trying to sell me a different door, we easily could have had that conversation. You did not do that.
  By the time you came back with an offer  to do a 3-lite in my size (after you should have canceled the order several times and never mentioned even trying to design while trying to sell me the wrong stuff), the only thing I was sold on was that it could not be done, it would not be secure. I do not want a structurally unsound front door. Why would you repeatedly tell me it couldn't be done if it could?

  Again, the discussion should have been at the time of the ****** not after you take my money for a product you can't even sell. That is false advertising. Even after, if you offered me the possibility of a custom design early I would have worked with you. But instead you tried to bully me into buying something else tellung me you cant do what I want. You try to make it sound like I asked for customization when customization was never offered. I repeatedly asked if the door could be made, I wanted that door, but was repeatedly told it was not possible I could only get a 2-lite door in the correct size or the 3-lite in an incorrect size. 
  Make sure you can do the piece before you give a quote. If custom design or significant mods would be required and are a possibility just say so; people will pay a premium up front for the design effort and added build time if that's the door they want. Or, you can suggest other doors of a similar style that can be made in the size requested when replying to the quote request. Don't sell a door you can't make. 
  
  When you tell me you can't do something over and over again, I'm going to believe it.
  
  Sincerely,
  ***************************

  

  Business Response

  Date: 03/03/2023

  Thank you for taking the time to share your feedback with us. We take customer concerns seriously and appreciate the opportunity to address any issues you may have had with our business practices.
  However, we must address the fact that there are some inaccuracies in your comments that we would like to clarify. We would like to assure you that our intention was to provide you with the door that you needed, and we did everything we could to accommodate your requests.
  We would like to clarify a few points regarding your comments. Firstly, as we mentioned in our previous email, the image on our website only represents one size, and the door components' proportion may change on a smaller or larger size. We understand that this may have caused some confusion for you, but we did inform you of this when you requested a quote.
  Secondly, before customers can request a quote or place an order on our website, they must click on the "Customize Button," as shown in the attached screenshot. This ensures that customers are aware of any customization options and can request a quote for a door that meets their specific requirements.
  
  
  As you may recall, when you requested a quote for a shorter door on our website, we informed you that the dimensions of the door could affect the number of glass lites, and we recommended a 2-lite door in our first draft. However, after a few iterations, we presented you with a 3-lite door that met your specifications.
  Despite our efforts to meet your needs, you decided to cancel the order. We understand that changing one's mind is not uncommon, but at this point, cancellation without penalty is not warranted since we have already provided you with exactly what you requested. We hope that you can understand our position and appreciate our efforts to meet your needs.
  Please find attached a copy of the drawing that we provided(attached on previous response) , which is exactly what your image shows, as well as a copy of our correspondence dated on Sun, 8 Jan 2023, in which you declined our draft. We hope this clarifies any misunderstandings you may have had.
  If there is anything we can do to address your concerns or offer other solutions, please do not hesitate to let us know. We value your business and would like to continue working with you.
  
  

  Customer Answer

  Date: 03/07/2023

   
  Complaint: 19516270
  
  I am rejecting this response because:

  
  YOU DID NOT CONSULT ON THE 3 LITE DOOR DURING THE QUOTE. 

  The "customize" button is how to select the size. The size I chose from the dropdown list.
  I was quoted (Q15.046521, image of quoted door is also attached.) on the "3-lite" door in the size I needed. Its not a custom size, it is the standard size of front doors in the US.That was the time that YOU should have said it doesn't come in that size with 3 lites. The name of the door is "Diamond Mahogany 3-LITE Contemporary Modern Shaker Exterior Single Door." "3-LITE" NOT 2. THIS WOULD HAVE BEEN THE APPROPRIATE TIME FOR YOU TO TELL ME ITS NOT AVAILABLE IN THAT SIZE AND DISCUSS OTHER OPTIONS. You did. not say anything about losing a lite.. This is where it became your fault. I DID NOT "CUSTOMIZE TO A SMALLER SIZE", THIS WAS A STANDARD SIZE OPTION ON THIS "3-LITE" DOOR.
  
  Only after I ordered & rejected the drawings with 2 lites, was I told you were not able to do 3-lites in that size door. After the drawings was the first time 2-lites was mentioned. I said that since you are UNABLE to do that door on the size I needed, I would need to cancel. BAIT &  SWITCH! I was told that 3 lites on that size door would not be sturdy enough so they can only be done on bigger doors. There was no discussion of customizing at that point. I understand that different door dimensions can alter the final look, but I ordered a "3-lite" door and you repeatedly said you could not do it. If you knew you COULD make the door as quoted, why did you tell me you couldn't & try to get me to buy something else.
  
  You tried to sell me the 2-lite door. I repeatedly told you that "if you can't do the 3-lite door advertised" then you need to cancel, Your response was OK. Again, no discussion of trying to customize one. Again told it couldn't be done. Why would you keep telling me it can't be done & try to sell me the wrong door if you could make the 3-lite door? You did not offer me the 3-lite door.
  
  Then you tried to sell me a 92 inch door, which I said I could not use that size. You suggested I just cut it down to fit. Me "Cancel" you "ok".  No mention of customizing. Up to this point I repeatedly said "if you can't make it" & was always told you could not.
  
  When you say the door CANNOT be made & make no mention of trying to design a custom piece. I say cancel, you continue to try to sell be the wrong door, then when I repeat that I do not want a different door, you agree to cancel just to come back trying to sell me on the wrong doors again. IF you knew you were designing a 3-lite door for me, **** did you keep trying to sell me doors that don't work for me.
  
  If you had said anything about even trying to get a 3-lite one designed rather than repeatedly telling me it CANNOT be made structurally sound & trying to sell me a different door, we easily could have had that conversation. You did not do that.
  
  By the time you came back with an offer  to do a 3-lite in my size (after you should have canceled the order several times and never mentioned even trying to design while trying to sell me the wrong stuff), the only thing I was sold on was that it could not be done, it would not be secure. I do not want a structurally unsound front door. 
  
  Again, the discussion should have been at the time of the ****** not after you take my money for a product you can't even sell. That is false advertising. Even after, if you offered me the possibility of a custom design early I would have worked with you. But instead you tried to bully me into buying something else tellung me you cant do what I want. You try to make it sound like I asked for customization when customization was never offered. I repeatedly asked if the door could be made, I wanted that door, but was repeatedly told it was not possible I could only get a 2-lite door in the correct size or the 3-lite in an incorrect size. 
  
  Make sure you can do the piece before you give a quote. If custom design or significant mods would be required and are a possibility just say so; people will pay a premium up front for the design effort and added build time if that's the door they want. Or, you can suggest other doors of a similar style that can be made in the size requested when replying to the quote request. Don't sell a door you can't make. 
  
  
  I am rejecting this response because:
  
  
  Sincerely,
  
  ***************************
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:11/10/2022

  Type:Product 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.

  We purchase a 5 sets of doors and 2 individual doors from *************** The delivery of the doors was delayed 4 times and when we went to have them installed there was damage from shipping. One door had to be taken back to ***** at our expense. We were hopeful that all was resolved but with tropical *********************** we noticed that all the doors were leaking around the individual window panes. It's clearly a quality issue as all of the sets of doors and individual doors have the same issue. It appears that they were not sealed properly.

  

  Business Response

  Date: 11/10/2022

  Dear *************************,

  I'm so sorry for the issue you're having with the leak. I'm eager to investigate it and find a solution for you, so please provide me with some photos of each door that's leaking from 20 feet away from the door, where we can see the building facade. This information will help us understand the issue better. 

  
  

  Customer Answer

  Date: 11/22/2022

   
  Complaint: 18385028
  
  I am rejecting this response because:

  please see pictures attached  The doors leaked during recent storm, have condensation between the panes and now have a film in between the glass that cannot be cleaned.  The doors are not even a year old  There appears to be a manufacturing defect with the glass.  We are in the process of trying to have the doors independently inspected.  Majority of the doors appear to have condensation issues  
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 11/28/2022

  Thank you for getting back to us. The images you shared show the doors are exposed the rain without overhang.Under the warranty , "All doors must have adequate protection against direct sunlight, rain, wind, abnormal heat and sudden change in temperature. Overhang must be equal to the height from the ground level to the underside of the overhang"

  Please see the attached copy for your reference. 

  As a temporary solution, we can apply sealant to the doors. But to protect the doors, you need to add overhang immediately. 

   

  Customer Answer

  Date: 12/06/2022

   
  Complaint: 18385028
  
  I am rejecting this response because:  that doesnt completely resolve the issue of the condensation and cloudiness inside of the glass. How do you propose to resolve that? The glass is not clear on a number of the panes.  Also shouldnt the doors have been sealed when we purchased them?  How do you propose to seal them?  We certainly cant take them all off and bring them back to *****. We live in ********, **. Is there a local person that can seal them or will you be sending someone out to seal them?
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:10/03/2022

  Type:Delivery 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.

  Placed order for interior doors and a fire-rated door. After repeated empty promise of fulfillment after 7 months of waiting for the fire-rated door (required for our Certificate of Occupancy) I canceled the order. Within minutes of order cancelation I received an email saying my interior doors had been shipped. Owner refuses to credit me for the interior doors, saying they weren't canceled only the fire door. Owner shipped doors anyway and I had to cancel shipment directly through trucking company. Owner told me I can arrange to pick up "my" doors in *****, ** (I live in NC). Representatives and eventually owner himself, continually told me the fire door was in production, then I even agreed to accept the door without the frame and have my contractor build the frame (owner refused to provide monetary concession for that too) - all lies - still no door. I will get documentation together and upload in the next couple of days.

  

  Business Response

  Date: 10/20/2022

  In response to your complaint about the fire-rated door that was the last item in your order and the reason for the delay in delivery, we would like to explain our side of the story.
  When you placed your custom order, we were given a lead time for delivery that was longer than usual because of an issue with the supplier's fire-rated door (1 door out of the entire order). This was at the peak of supply chain issues post-COVID there everyone knew about the uncertainty in certain supplies. You did not want to cancel the order at the time, and instead were pressuring us to move forward and get all other items available on time so that you could use them for your project. We offered you that we would make all other items available on time and then ship this last item once it became available. You agreed, and we made all the other interior doors while we waited for this door to arrive.
  After this point, every time the date of arrival changed, your tone worsened when talking to staff membersaccusing us of taking your money and not providing this item intentionally! This behavior was getting worse every time you spoke to us!
  Until then, we've been uncomfortable responding to your aggressionwe didn't want to make things worseso I told you that our supplier is uncertain about the date and we have no control over it. Therefore, we must refund this one door until we have it physically available.
  But, you reacted with frustration and retaliation and requested the whole order to be canceled.
  Since the biggest part of the order was already, we were unable to accommodate that and instead refunded the Fire-Rated door and shipped the available product per order.
  You refused the shipment against your contract and forced us to pay the cost of the return of that shipment. Your custom order is not refundable because it is made for you and was shipped and paid for at the time. You are encouraged to come to pick this order up before 2022 ends or else we must dispose of it.
  I am happy to provide documentation of the above upon request. Please let me know if you have any additional questions.

• Initial Complaint

  Date:08/03/2022

  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.

  We ordered two doors and a sidelight from this company. The main front door arrived 1. with broken glass, 2. scratched and gouged because the broken glass got between this door and another door shipped in the same box with no packing between the doors (and shipped flat rather than upright) and 3. the door main slab does not match the jamb in terms of hinge location or lockset location. I opened a claim XXXXXXXXXX. This company "researched" my claim and concluded unilaterally they would only send me a new door jamb since the door slab did not line up with the jamb, but the far bigger issue is the damaged mahogany door with broken glass. I cannot get a human to talk to me, only an email inbox. I assumed when buying such a HUGELY premium priced product there would be better customer service. What a comprehensive let down.

  

  Business Response

  Date: 08/23/2022

  Business Response /* (1000, 5, 2022/08/08) */ Thank you for giving us the opportunity to resolve the issue. The attached resolution was presented to you and is now pending your approval.

• Initial Complaint

  Date:06/27/2022

  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.

  I purchased a mahogany entry door with insulated glass online on March 4, 2022 from US Door N More. I was given a six-week shipping timeframe which was later changed to 8 weeks, then 12 weeks. I finally received my door on June 13th. No appointment was made, the delivery person just showed up. Luckily, I was home, as the US Door rep told me I would have to inspect the door to comply with their insurance policy. I opened the door (attached to a pallet with layers of spray insulation) and inspected it as well as I could the glass was covered with sawdust, but everything looked ok, so I went ahead with the installation. Once the door was installed and the glass cleaned, it became clear that there were several obvious marks, either scratches or some silicone residue from fabrication. After rigorously cleaning the glass numerous times, it was clear that the marks were sandwiched between the two layers of glass. I submitted a claim with the company asking for replacement. They then asked me to provide videos proving my claim, which I did. I heard nothing. Several days later, I came down the stairs of my home with the sun shining fully on the glass of the door (it had been cloudy prior) to discover that there were two large circular imprints on the glass about 12-14" in diameter of a circle/wheel insignia, I'm guessing where a sticker was initially attached to the glass. You can't imagine how awful this looks at the front door of my home (actually you can, look at the photos). Again, after rigorous cleaning it became clear they were in between the two pieces of glass and could not be removed. I contacted the company, again providing pictures, and giving them a deadline of today to respond. Again, nothing. At this point, I do not want to risk a replacement from a company that is so clearly unconcerned with the quality of its product or its customer service and would like a refund of the purchase price plus shipping charges.

  

  Business Response

  Date: 07/14/2022

  Business Response /* (1000, 5, 2022/06/28) */ Dear ***** ******, Thank you for giving us a chance to review your case. I found that a resolution was sent to you on Jun 23, 2022, 10:53 AM (5 days ago) I am attaching a copy for your review. In summary in this resolution, we agreed to replace the door glass on our shop or send you a glass replacement at no charge. Please note that our team did were not able to fully understand the issue from the images, but the resolution should remedy the issue. Should the attached resolution does not meet your expectation, we are willing to return the product for a refund as well. Please let us know what you wish to do. Consumer Response /* (3000, 7, 2022/06/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) First, I received no "resolution" document on 6/25 and I am certain that you have my correct email and phone number. I'm not sure where you sent it, but it wasn't to me. Second, I cannot send the door back to have the glass replaced or for a refund, as it is installed and I do not have anything to replace it with. I am willing to have a new glass inset sent but I do not want to be liable for the cost of replacing it on the door or the possibility that the install results in damages to the door or another unsatisfactory resolution. If you can send the glass and source a local professional that can install it at your expense (assuming it looks as new when installed), that would be satisfactory. Alternatively, if you wish to refund me the cost of the glass inset plus labor to reinstall, I will source it and arrange it on my end. I'm not sure what a local installer would charge, as getting a quote is several weeks out at the moment. Please let me know how you would like to proceed. Consumer Response /* (3000, 11, 2022/07/11) */ Apparently, US Door & More has decided that the appropriate response to my request for a better resolution is just to ignore it. Reviewing the list of complaints on the BBB website, this seems to be their standard procedure. Instead of trying to work with the customer to provide a fair outcome when they have sent a defective product, their policy appears to be one of "the customer is always wrong." In a case where a door has been determined to be defective after it is hung, returning it without a new door is not an feasible option. Sending a new piece of glass for the consumer to somehow install or pay a professional to install is also not a fair resolution what if the glass is not installed correctly, or the door is damaged during installation? In reading through the reviews, a similar pattern emerges. In cases where the door was delivered intact and without defect, customers are happy with the outcome. In cases where there was an issue, the company is almost always unwilling to do the right thing. These are not inexpensive purchases, and US Door & More's customers are trusting them to provide what they have paid for. When that doesn't happen, the response seems to be "take what we offer (which will almost certainly not be a fair resolution)" or we will just ignore you. It's a terrible way to do business.

• Initial Complaint

  Date:05/21/2022

  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.

  1) Ordered impact rated entry door with full rot proof jam April 1, 2022 2) Confirmation of specs with business, jam (bottom, left/right side, top) is rot proof April 6, 2022 3) Confirmed to begin production April 6, 2022 4) Advised product ready for pick up May 14, 2022 5) Drove to store in Tampa to pick up product. My product was not available. 6) While at store both sales manager and sales rep advised that I needed to take the incorrect door offered to me and file a claim with their claims department. I explained that I was not picking up the incorrect door today as my order was not available. Please contact me when my order is ready and I will pick up at that time. May 20, 2022 7) Sales rep, Gwen, immediately sent me an email confirming my pick up and provided a claim form. May 20, 2022 8) I responded to this email confirming that I did not pick up the product as it was not what I ordered. May 20, 2022 9) Sales rep, Gwen, emailed me back stating they could correct the door with the full rot proof jam at an additional cost. May 20, 2022. 10) I responded that I paid in full for the impact rated entry door with full rot proof jam. I do not agree to an additional cost. I requested the correct product be provided within 14 days (these are made in Orlando, FL 1 hour away). Or a full refund. No response from business. May 20, 2022. 11) I contacted my credit card issuing Bank and disputed the charge due to product not provided. 6:00pm May 20, 2022. 3 documents attached in support of this complaint against US Door and More.

  

  Business Response

  Date: 06/07/2022

  Business Response /* (1000, 5, 2022/05/26) */ Thank you for your review. I'm sorry to hear you had a frustrating experience, but I really appreciate you bringing this issue to my attention. In response to your comment about your order, we see that the jambs in your order were indeed rot proof but they were only rot proof on the bottom (as specified in the invoice you got as well). Because we understand that you may have misunderstood what that meant, we are offering to provide you with composite jambs at no additional cost as a courtesy. Regretfully, refund is not an available option as this door is already made to the order. Per our policy, prehung doors are not refundable. We also want to make it clear that it's never been more important for us as a company to offer an exceptional experience. You can contact us directly if you have any questions or concerns but we Consumer Response /* (3000, 7, 2022/05/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) I ordered a hurricane rated impact entry door with full (bottom, left & right side, top jam) rot proof jam. I paid in advance for this product. I have provided documentation that, prior to approving the product be moved to production stage, this full rot proof jamb was confirmed by the vendor. When I went to pick up the door the jam was actually made of wood and was not rot proof. As this was not the product I ordered I did not pick it up. I received an email after I left confirming my pickup and stating, since I was not happy with the door, I could file a claim. Then I was informed that I could order the full rot proof jam at an additional cost. I responded mid-day on May 20th that I needed to get confirmation by 5:00pm for the actual product that I ordered and paid for within 14 days or a full refund and this response should be received by the end of the day. When I received no answer after 5 hours, I filed a dispute with my credit card company for product not received. The next tactic as Door and More calling me 4 times from 4:00pm to 4:50pm on May 23 stating they want the issue resolved that day. I was, and am still, being bullied into accepting this faulty and incorrect product. I have been contacted by several different representatives from the vendor and have never been provided the courtesy to communicate with any representative more than once. This tactic provides each representative to communicate as though they are not knowledgeable on the issue. I continue to be told that I have been provided the product that I ordered when, in fact, I have provided documentation proving that I have not been provided the product that I ordered. At this time I have secured a hurricane impact rated entry door from a different vendor. US Door and More did not provide the product that I ordered and therefore I have disputed the charge with my credit card bank. I now see that many customers of US Door and More have had similar issues with their orders. The only resolution I will accept at this time is the full refund (no charge) as my order was never fulfilled by US Door and More. I will now submit additional documentation. 3 documents provided previously. 1 document provided with this response. Best regards, **** *** ****** Business Response /* (4000, 9, 2022/05/28) */ We understand that this misunderstanding caused frustration for you; however, we believe that a solution has been presented to you within a reasonable time: 1-You placed an order for a door with a Rot-Proof jamb. 2-A few days later, you requested this to be a composite jamb (+$47). 3-This conversation caused a misunderstanding, and the door was still made with Rot-Proof jamb. 4-You brought this to our attention at the time of pickup, and within a day we offered to upgrade this jamb for you. 5-You did not agree to pay the difference and we agreed to waive the upgrade cost as a courtesy. We find many of the comments and accusations have exacerbated the process of resolving this very simple mix-up. We are unable to issue a refund as your custom-made door with the free upgrade to a composite jamb is ready to be picked up with prior arrangements. Please let us know when you would like to pick the door up with the upgraded frame. Consumer Response /* (3000, 11, 2022/05/31) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have proof that I ordered a hurricane rated impact entry door with a full (bottom, left & right side and top) rot proof jamb. As is evidenced in the confirmation email from US Door and More to me. I have filed a complaint with the Federal Trade Commission and the Florida Attorney General due to the unethical business practices of US Door and More. Provided here is a screen print of the confirmation of my order of the full rot proof jam (bottom, top, left & right sides): ********* *** ****** <************************> Wed, Apr 6, 12:14 PM to Revelin, Sales, doornmore_pulse_2481202652_8d985caec355578ac35e__27190460 Good day! Have we heard back regarding the no rot full top/sides/bottom door jam? Thank you, :) **** *** Product Specialist <******************************> Thu, Apr 7, 1:32 PM to me In the loop: ******************************************* doornmore_pulse_2481202652_8d985caec355578ac35e__27190460@use1.mx.monday.com ************************ Hi **** ***, I was informed that the one on your order is the one that's full rot proof. Should we proceed with production? Regards, US Door & More Inc. Revelin A *************************************************** ****