ComplaintsforLex Construction & Development, Inc.

• Initial Complaint

  05/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On January 21, 2023, We placed an order (************) with ********** for four interior doors. Shortly thereafter, Lex Millwork contacted us and arranged for a technician to measure the doors. We explained that the house was old and we were only interested in replacing the slabs. The Lex Millwork representative, said, "no problem." The technician arrived, commented (more like complained) on the "crooked frames," and said that we would have to replace the door frames. We reiterated that we only wanted the slabs. The technician said that he "can't do it," and left. We contacted **********, who contacted Lex Millwork. We received a call from **** at Lex Millwork promising to send his best techician out to measure the doors. We once again mentioned the age of the house, that we were only interested in replacing the slabs as well as the first techician's comments. **** was very reassuring and said that the first techician had been "let go" and promised to send his "best" technician out to measure the doors. He ended the conversation by saying, "don't worry, we'll get you your doors." The techician measured the doors, which were finally delivered on April 6, 2023. On May 8, the installer came to install the doors and was unable to do so because the doors are too big. It seems the techician measured the door frames, not the slabs. Had the technician measured the slabs, it would have been a simple matter of removing one slab and replacing it with another. We contacted **********, who contacted Lex Millwork, the message from Lex Millwork was that we were "liable" because we did not use their installer who would have known how to cut the doors to size! We chose not to use their installer because the installation fee was almost as much as the total cost of the doors. It is unconscionable and bad business practice to attempt to force a consumer to use services for which they did not bargain. We bargained and paid for four slabs - nothing more, nothing less!

  Business response

  05/16/2023

  First, we would like to express our apologies regarding the initial interaction the customer had with our measurer. It is never acceptable to us that a customer has a less than ideal experience with a member of our team.  In this case, since the customer lives in a very old house, it is common for frames, walls, ceilings, etc to be out of level, creating a more challenging situation.  Since the customer expressed they only wanted slabs replaced and not prehung with new frames, this would have meant the doors would have required extensive cutting, top, bottom, and sides, to fit the existing frames which were out of level.  Since the doors would  have had to be cut, the customer also would have had to purchase solid core doors.  Once we perform a measure on behalf of *************** we and ************** become fully responsible for that measure and installation, providing the customer uses ************** for the installation, which, in this case, they did not.  We absolutely would have been able to make the doors work in the existing openings, had we been given the opportunity to do so, and cannot speak as to why their own contractor could not.  Once the customer chooses to use an outside contractor, ************** and Lex are no longer responsible for the measure or installation, since we cannot know for sure what qualifications the outside contractor may or may not have had or what methods they may have attempted to use to install the doors and whether or not other alterations were made.  We understand that installation price may have been an issue for this customer, however, we and ************** fully guarantee all the work performed on every installation and the customer would  have been backed by one of the strongest installation warranties in the industry.  We specialize in door installations through ************** and have decades of experience in this field.  ************** holds themselves and ** to the highest standards of workmanship and customer satisfaction and we absolutely would have made it our goal to satisfy this customer 100%, had we been permitted to complete this installation.  Not every contractor is qualified to install doors properly, especially in complicated situations such as this.  Since the customer's contract is with *************** any further request or conversations regarding this situation must go through *************** as we are not authorized to speak on their behalf. 

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