ComplaintsforBest Door & Window

• Initial Complaint

  11/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We closed on the purchase of our new home on 6/30/2023 and we have had several problems with our garage door functioning before our closing date and after. Everyone at **** ****** ******** and Best Door and Window assured us that everything was under warranty for one year and not to worry. Well it has been a total of 5 times now that our overhead door has been off track and we were unable to close it. They have come and put it back on track but really have not repaired the door to a point that we can depend on it. Now they will not return my text messages to give me the status of replacing parts that have been damaged and a plan to actually correct different aspects of the installation that must be incorrect, I have contacted the manufacturer of both the door and of the operator to get installation details that may need corrected. The manufacturers have alerted me to two different items they had me check and believe they are the reasons we are having trouble with the operation of our door. I would be happy to provide further details. This installation was handled by Best Door and Window with the direction from **** ****** ******** whom we have paid a total amount of approximately $390k.

  Business response

  11/17/2023

  **** ****** ******** hired Best Door & Window to install two garage doors at Mr. ******’s house, which was built by **** ****** ********.  Best Door & Window installed the product ordered by **** ****** ******** and had no influence on what product was ordered or installed.  Best Door & Window has been to Mr. ******’s home at least six times to either install product or address issues with the installed product.  These follow-up service visits were solely related to the larger of the two garage doors we installed.
  
  Best Door & Window has consistently addressed the issues raised by Mr. ****** each and every time and at no charge to him.  In fact, on most occasions service technicians were sent to Mr. ******’s home the same day, within hours of receiving a call, which is extraordinary.  During the last visit on Friday October 27th, Best Door & Window installed pusher springs purchased by Mr. ****** to help address the problem and we reset the mechanical functionality of the door.  Mr. ****** also pointed out areas in the vertical garage door track where there was a slight deformation.
  
  These areas did not affect the functioning of the door and the door was working well when our service technicians left.  Before leaving, the service technicians told Mr. ****** that we would order new replacement vertical track (at Best Door & Window’s expense) to replace the existing track because of the concern raised by Mr. ******.  The new track was ordered, but it has not arrived from the manufacturer as of today’s date. 
  
  There has been no change in the status of this plan of action, as far as we are aware.  Accordingly, there was no need to reach out to Mr. ****** repeatedly because there is no update to provide.  Furthermore, Mr. ****** is **** ****** ********' customer and they have instructed us in the past to communicate through them for many issues.  Our normal process is to wait until ordered product arrives, and then reach out to the customer to schedule time to perform the work.  The manufacturer of the replacement track is showing an estimated arrival date of December 7th at their ***** distribution center.
  
  Best Door & Window has without fail addressed the issues raised by Mr. ****** in a very timely and professional manner.  We have communicated with Mr. ****** during each visit about our assessment of the issues presented at that time and the planned course of action.  If Mr. ****** wishes to have another contractor address additional issues he believes need addressed, he can certainly do that, but that will be at his expense.

  Customer response

  11/26/2023

  I accept the business's response to resolve this complaint.
  Regards,
  
  ****** ******

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