ComplaintsforSunwest Construction Specialties, Inc.

• Initial Complaint

  03/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  March 1, 2023 Dear BBB, After over 70 days of inadequate to no service from Sunwest Construction, we are compelled to contact you for your assistance in resolving a problem. We ordered and received a front door set through Sunwest that arrived warped. Due to its orientation (southwest), the door continues to not be seated correctly in the door jamb on hot days. Here is a rundown of our efforts to get this problem corrected: July, 2022, I contacted ** ********* owner of Sunwest Construction about installing a new front door. (In 2020 we worked with ** and crew leader, ****, with the replacement of 15 windows and a sliding glass door in our house; They were excellent in execution, communication and service. And we were very satisfied. Total cost was $32,000.) • At **** direction, I contacted **** *******, Sunwest's sales manager; we met with **** on July 29. In that meeting, **** indicated that the door needed to be measured; that was scheduled for August 1. **** was a no show (a harbinger of things to come). We rescheduled. 0 August 12, ****, my wife, ****** *****, and I met at the Sunwest office. We agreed that a fiberglas door was preferable, as recommended by **, due to the southwestern orientation of the door and discussed the various options of style, design, etc. ****** and I ordered a main door and storm door with installation, and gave a $1,700 deposit. **** said the door would arrive in 8 weeks due to "supply changes and factory hold up." 14 weeks later around Nov. 23 we had heard nothing. I called to ask about the door. **** said the doors were in and he scheduled the install for Nov 30. • Around Nov. 30, Sunwest door installer **** installed the door and reported to me that the front door he just installed was defective due to severe warping. I believe **** phoned **** from our home that day and reported this defective door. • On Dec. 6th, I called **** and we discussed the warped door and I sent him a text with a picture of the door. I asked him to contact the door company about the door. • A few days later, I set up a meeting with **** in his office to ask about the door company response. He said he had not called the company. I said something about letting me know. I was frustrated with **** and I told him that. No call back from ****. • In December, I called ** and reported the service problems with ****. ** contacted ******, new owner of Sunwest. ****** calls and I report the service problems. ****** says she will talk with **** and get back to me the next day. She did not call, and I left a phone message to call me. No call back. I leave more messages - no response. • On Jan 19, I again call ** and ****** calls me a few minutes later. She says **** was waiting for me to decide whether I wanted to replace the severely warped door. ***** says she needed to "measure the door," and would have to talk with **** about scheduling and would call me. I told ***** we were in Colorado and would be back home on Jan 20th. No call. To date, we have only paid the original $1700 deposit. A balance of $3,333 remains. A person at Sunwest called for full payment around the time we were trying to fix the warped door problem. I said I needed to talk with ****. Neither **** nor ****** has mentioned payment. We feel that we have been diligent in trying to get this issue resolved. Meanwhile, we need to paint the door jamb (and the new door if we ever get it) and repair stucco that was cut in order to install the jamb. Those elements remain exposed to sun and weather while we wait. On Feb 10, I called ****** *** ***** warranties department and talked with *******. She was very helpful and said they were very interested in replacing the warped door. She advised they have a local team that could evaluate the door and replace it. She said she needed to contact Sunwest. Possibly ****** *** can expedite the replacement. At this point, we are at our wit's end with Sunwest. While all of this was going on, my wife was diagnosed with breast cancer and underwent a mastectomy and radiation. She is continuing treatments, Sunwest's lack of service is causing undo stress. We realize that this project is small potatoes for Sunwest. But clearly, it is not for us. ****** ******

  Business response

  03/24/2023

  Good Afternoon
  
  Please let me know what day would be best for you for Sunwest to come get some measurements on your door so we can get it re-ordered
  
  Thanks
  
  ******

  Customer response

  03/26/2023

  Complaint: ********

  Customer service complaint and warped door.

   

  NOTE: We are appreciative that this complaint is moving along but is not resolved.  The message below was emailed to ****** and *****

  ****** requested a schedule when Sunwest can measure the door and order a replacement door.

   

  Dear ******.

  
  
  Thank you for your response to our complaint; we are eager to move forward.
  
  
  *** is available:
  
  
  March 28   Tuesday         12 noon to 7 pm
  March 29   Wednesday      1:30 pm  to 7 pm
  March 30   Thursday         12 noon to 7 pm
  Friday 31 Friday              8 am to 12 noon
  April 3 Monday            8 am to 7 pm
  
  
  
  
  We again request a rough timeline of key events. For instance:
  
  
  Week 1: measure panel replacement.
  
  
  X Days after measure: order replacement panel. Factory response 
  
  
  Week X (however many weeks of production is required): Shipment of door.
  
  
  Week X: receipt of door by Sunwest. 
  
  
  X days later: schedule installation: installation and final inspection after 3 hot days to check for warping 
  
  
  X days after door is accepted by us: Final payment of outstanding balance provided to Sunwest.
  
  
  This way, both parties are clear on our expectations of when key events will happen and who is responsible for what.
  
  
  
  
  Sincerely,
  
  
  
  ****** *****
  
  
  ****** ******
  
  
  Cc :   ***** ******
  

  
  

  Business response

  04/04/2023

  Good morning all,
  
   
  
  We got back the measurements for the slab to get a new one coming, I reached out to the manufacturer of the slab to send us a new one but the rep informed me that he’s going to have to go out there to take a look at the slab himself before he can issue a new one to us he didn’t give me a date or time when he will be doing this but I did let him know that it has to be sooner than later. I provided him with your contact information. I just want to make everyone aware of what the next step is for getting this resolved.
  
   
  
  Thanks,
  
  ******

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