ComplaintsforCraft Doors USA
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Complaint Details
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Initial Complaint
07/30/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I engaged this company to fabricate and install custom carriage style garage doors back in January. They had an issue with the contractor that does installations and that delayed the project. After going back and forth for a bit I let them know I was going to either need a refund or they would need to figure out a way to source additional labor. At that point, they said they would send out a crew from their company but added an additional $400 to the cost of the installation. The were installed first week of June.Within a week of the installation mold started to grow between the glass and the wood dividers on the windows. Additionally the mold ran when it rained and stained the outside of those wood dividers. When I spoke to the shop *******, he agreed there was an issue with the fabrication that needed to be fixed and told me they must have applied silicone before the paint cured fully and they would find a solution. He asked that I give him a call a week or so later to schedule a time for somebody to come out. When I called back he explained that the owner would not authorize anybody to drive the two hours to my house to fix the issue and offered to send me replacement pieces and I could source the labor. They indicated we would find a way to make it work financially but I am not willing to take on the liability if something else went wrong during the replacement process since these are very expensive custom wood doors and the dividers are on big panes of glass that could break. The shop ******* had mentioned they would bring out extra glass just in case before they backed out of fixing the issue.My request is simply that they follow through on the commitment made by the shop ******* and stand behind their product. The doors were $7600, with $1300 being installation labor. Their labor cost for the install was 2 employees for 1 day, so they would not be losing money to have 1 person drive 2 hours to my location to fix the issue.Business response
08/07/2024
I have called customer and the damage has already been repaired. Customer is very pleased.
Thank you.
*****************************
************
Customer response
08/07/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.This has been satisfactorily resolved with Craft Doors.
Thank you.
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Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.