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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
06/24/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I cannot stress how horrible and slow their customer service is. It took me a year of constant hounding, long numbers of unanswered emails, cancelled installation appointments, wrong doors, etc, before they finally finished the job. I'm still missing the correct door hardware for my master bath. After months more of unanswered emails and excuses, I see this as my only option for resolution. I dont need more excuses and any day now promises.Business response
06/27/2022
****************** decided to tarnish our company name, while the *** in his best effort tried to reach him to make amends to the situation. HomeStory Doors like others in the industry is having supply chain issues and we tried to contact him several times as noted in our call log.
In fact, the customer hardware is being shipped out to him today (6/27) by ***** (tracking ************) for delivery tomorrow. We do apologize for some of the mistakes that happened and will take action on the complaint, however the customer did not allow our trucks to be parked in front of his home. This required our installers to park blocks away carrying doors to his property. The customer was not present for the install and his vehicle could not be moved, which did not allow easy access for installation and/or modification.
This matter is closed and the customers job is complete.Customer response
06/30/2022
Complaint: 17474667
I am rejecting this response because: They are claiming that I decided to tarnish their name after their ceo attempted to make amends. This is absurd. They only reached out AFTER I filed this claim. Thank god for the BBB or I would still be s******* around with these losers.I am adding some attachments. I ordered these doors in January of 2021 It took them 6 months of hounding to get them to come do the job, they only partially did the job and I had to hound them for months, ultimately going to Homestory corporate 11 months after I placed the order to get some form of resolution. They finally finished the doors in March of 2022, 15 months after I placed the order, but put the wrong hardware on my master bathroom. I have been hounding them for three months to get my the correct hardware. Only after I filed this complaint did they finally ship the hardware.
Sincerely,
*********************Initial Complaint
10/08/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I paid several thousands of dollars to have the interior doors of my home replaced on 1/31/21. The project is STILL not complete. A door I paid for was never installed, some the doors do not fit properly, the hardware that was installed was incorrectThe company noted they would correct their errors but have not. It has been nearly 9 months. I have been in touch with several employees who continuously apologize and give me the run around without an action plan. A crew was last at my house on 8/20/21. They showed up without the missing door and hardware - which was the purpose of their visit. This was related to communication issues amongst staff. There was supposed to be follow-up, and I was left hanging again as in every single previous interaction with this company. Filing a complaint with the BBB is my last ditch effort for resolve before getting an attorney involved.Business response
10/11/2021
Hello **************,
We have received your complaint from the BBB of Greater Chicago and my understanding is we have taken care of all the issues in the complaint except for the basement door which is ready to be installed. Our office manager has left you a message to schedule an installation date and our VP of Sales will be contacting you personally to find how we can make things right for you moving forward. Please contact *****, when you get the chance to get on our install schedule. Thank you.
****************** (Owner, HomeStory Doors)
Customer response
10/16/2021
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,
***********************
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