ComplaintsforSheds Unlimited

• Initial Complaint

  05/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  1) The Date of the transaction was April 16, 2022. 2) I paid $26,834.06 to have a garage built. 3) I well-built functioning garage.4) My garage was built. However, they took a left handed door and put the garage when it should have been a right handed door based on how the garage was built. Because they force a left handed door on it left the hinges on the outside of the garage instead of on the inside. Also, because they flipped the door when you close it the look would not properly catch to secure the door shut. In result the garage was broken into multiple time because all they had to do was pluck it open since it didn't latch properly. We have police reports if needed in regards to the break ins. 5) I reached out to them on numerous occasions. First ************************* stated that it didn't matter if the hinges was on the outside because they were secure hinges. I sent him pictures and he acknowledge that it was wrong and he asked what I wanted him to do about it? I asked him to replace the door instead of me paying someone else to do the job he was paid to do. He refused to answer anymore of my phone calls.6) Sales Order Number ***** 7) I would like a refund for the door

  Business response

  06/14/2022

  Hey *******, 
  We have received a complaint from a recent client of ours ( Complaint ID ********). 
  While We understand that what the customer has experienced can be frustrating, We do feel that that the issue is not warranting of a complaint to the BBB. The customer was provided exactly what he purchased. What was provided was clearly labeled and shown on a set of drawings he received prior to the construction of the building. There is a bit of either misinformation or misunderstanding on the customer's end regarding what types of doors exist. There are out-swing and in-swing doors. There was a also mention that we incorrectly misused a door by flipping it around, and that is incorrect. The customer requested a door that swings out from their building rather than into the building and the construction of the two is different. The outswing doors have a pin on the inside of the hinges to help with security (as shown below) While there seems to have been some break-ins with his garage, Neither Sheds Unlimited nor the door is at fault. While prehung doors are a better security option than a barn-style door, they are not immune to break-ins, as even door manufacturers have created additional deadbolts that can be added to doors for an extra safety measure. It feels a bit unfair to blame a thief’s work on a company that properly provided and installed a door onto a customer building as was asked. This customer could have either requested an inswing door or a deadbolt prior to construction to help with security concerns and sheds unlimited would have gladly made accommodations. 
  The customer also only reached out to us after he already removed the door from the building and replaced it himself. This is also an issue as this dilutes information as to what was really happening with the door and hinges as we were not able to reference a photo of what the customer was complaining about. There was just a photo sent in of him pointing at a hinge on the outside of the door. As is common for an out-swing prehung door. This customer also didn't allow Sheds Unlimited to “fix” the “issue” that they had. 
  Unlike what the customer said, Gideon did not acknowledge that the hinges were wrong, but indeed stated that they are correct and made by the manufacturers as was on his building. The customer also did not ask for us to replace the door, as it was already replaced by him before he reached out to us. Gideon was in communication with the customer and stated to the customer that the door was hung correctly and there was then no response from the customer after that. (Text shown below) Was that information not passed along to the BBB? 
  Though the customer's complaint contains many issues and misleading information and with Sheds Unlimited not being at fault. Sheds Unlimited will still with goodwill refund the customer as asked in their complaint. The refund will be mailed out to the customer in a check of $380 and will be sent out tomorrow 6-9-22. The customer will also be emailed a notification today that a refund of $380 is being mailed out on 6-9-22. 
  Sincerely, 
  Sergey M****** 
  Sales manager 
  
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩