ComplaintsforVienna Door Company

• Initial Complaint

  09/09/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  We ordered a door from the company on October 30, 2023 and placed a 50% deposit ($3,490) and were told installation would take place about 2-3 months later, weather depending. As it was winter, we waited until March to follow-up with Vienna Door Company and from March through May were given varying responses on when the door would be ready. On Friday, April 12, in a text message from the owner, ****, he indicated the installation date to be on May 8th, only for them to not show on the scheduled day. Afterwards, calls were made to their office where ***** responded to the door being ready "any day now". By early June, no calls were being answered by their main office nor were any calls returned from voicemails left with zero communication from the company on the status of the door.

  

  Business response

  09/10/2024

  We totally agree with this customer about how long he has been waiting for his Custom Patio Door. We have no problem refunding his deposit. We have been given so many broken promises from the Vendor's on Custom Doors that we have ceased selling them until the supply chain improves. As far as better communication, we can only give information that is given to us. We would reach out to the customer with potential installation opportunities' as we were getting them from the Vendor. We will be requesting a full refund for this customer from our Vendor and issuing a full refund to him with no dispute whatsoever. We do apologize on our end for this matter; however, we are just the middle people. Trying to supply our customers with a quality product. We will not source a lessor product just to fill an order. We would rather issue a refund. 

  Customer response

  09/11/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.
  
  Regards,
  
  ***************

• Initial Complaint

  08/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In August 2023, we hired Vienna Door Company to install 3 interior and 2 exterior doors, totaling $17,450. We paid them a deposit of $13,088 and were told they would follow up for scheduling within 2 weeks and will then install doors first week of November. November came and went and we were unable to reach them and received no call backs. Finally in March 2024 after demanding our deposit back, they sent out a team to install 1 of the interior doors (bi-folds), but had the wrong materials which led work not completed and not satisfactory: wall above doors was damaged and not repaired, the inside edges of doors have a total of six large screw holes where it should be smooth, and the doors are falling off the track causing them to wear the stain off where the top edges come in contact. **** says team will be out soon to fix bifold doors and install other interior/exterior doors.After months of scheduling appointments where they would no call/no show, were now in August 2024 with nothing beyond our broken bi-folds that still havent been fixed. The 1 year COA (certificate of appropriateness) for our exterior doors has expired and were trying to get our deposit back, but they refuse and keep making excuses and refusing to pay. We even offered to pay for the horribly installed bi-folds and just take the rest of the deposit ($10,778), but the owner, ********************* ******** continues to make excuses and refuse to pay. It has recently come to light that Vienna Door Company owner, ********************* ********, *** ********** **** ** *** ***** ** **** ** *** ********* ****** ***** ** ****** ****** ***** ** *** ***** ****** ** ********* **** ** ********** ****** *** *********** **** ** ********* ***** *** ******* ** ******* *** ***** *** ********* ******* **** ********* *** *** ******** ** **** *********** ***** *** ********* **** ** ********* *** ************ ******** *** ******* *** ***** *** ******* ** ******* ***** ***** *** *********

  

  Business response

  08/16/2024

  We do agree that the customer has been waiting a long time for their exterior doors. We take great pride in assuring that custom doors are made to the highest quality we expect therefore we have to wait for the product to come in because we won't sacrifice quality. The homeowner has been patient with our company. We have continued to ask for time to get them their products, however we keep getting broken promises from suppliers on delivery of custom doors. The only thing we disagree on in this matter is the fact that we have never refused to give back our customer their deposit. We have reached out to the customer and received the amount they want back. We agree on that amount. We have issued a refund by mail per the customers written request. We offered to hand deliver, but I know they are busy, so we just mailed it as requested.

  Customer response

  09/04/2024

  Thank you for following up, as I was away on vacation when the initial emails came through. Yes, after submitting the complaint the vendor agreed to pay us back our refund. We are satisfied with the outcome.
  Thank you again for helping us resolve the situation!
  
  **** *******
  
  

• Initial Complaint

  02/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  4/27/22 Vienna installed door. I reported the following issues supported by photos and videos. 5/10/22 Screen door bowing 6/28/22 Paint on door chipping, caulk separating from PVC, small gap at bottom of door letting air in. I followed up on, 8/16, 8/30, 10/5, 12/6. 12/15/22, I reported rain was penetrating the storm door and water was dripping from the top sill. 12/27/22, I reported frost on the inside of the side panel window dripping onto the wood inside the house. 1/19/23, I reported the blind on the inside of the side panel was messed up. My last response from Vienna Door was on 1/20/23 stating this was being turned into a trip report and someone would reach out to me. I got a similar response on 12/27/22. I was given a similar response 12/15/22. I purchased a brand new door from them and it looks like it is much older than it is. I have called, texted and supported every complaint with photos and videos and no one has fixed any issues. My first complaint was 5/10/22. I am at a loss on how to get my door fixed.

  

  Business response

  02/22/2023

  We visited the customer's home to look at his concerns and agreed that there were manufacturer defects.  We told him at that time that we would start the warranty claim through the manufacturer.  We have been working with the manufacturer warranty department since May of 2022 trying to get this resolved.  Due to excessive delays caused by the manufacturer and their warranty department, in December 2022, we discontinued the sale their products and had to pursue an alternate manufacturer so we can address the defective doors in this customer's home.  Due to the inclement weather, we were unable to repair his doors in December 2022 and January 2023.  We told him that we will be able to do the repair in March or April when the weather will allow for proper curing, drying and removal of the glass for replacement.  We still plan to address his concerns once the weather allows for the repairs.          

  Customer response

  02/26/2023

  The business did not tell me about filing a warranty claim with the door manufacturer and that there was a delay because of that, until after I filed the BBB complaint.  I did not know the business quit using this door manufacturer, until after I filed the BBB complaint.  I was not told they were waiting for warmer weather, until after I filed the BBB complaint.  

  I am happy to learn they are planning on coming out in March or April to take care of everything.  I was just not made aware of this until I filed the BBB complaint.  

  
  Regards,
  ***** *****

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