Complaints

This profile includes complaints for Maclin Security Doors, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Maclin Security Doors, Inc.

  6671 Summer Ave Bartlett, TN 38134

  
• 

  Maclin Security Doors, Inc.

  5675 Summer Ave Ste 3 (former) Memphis, TN 38134-7209

  

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:04/19/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We contacted ***** Maclin of Maclin Security Doors **** in September of 2021 about doing a patio cover. He came to out home to measure and tell us the cost. We gave him the down payment of $2000.00 September 7, 2021.May 9, 2022 we paid ***** $7500.00 when the workers said they were finished. ***** never came out to check on their work or inspect to see if the job was correctly completed.***** assured us that if there were any leaks he would have the workers (*******, one other man and a woman) come back to correct/finish the job.When it rained, the cover leaked in 3 places. This went on through 4 more visits and 2 different men.Then last man left us with 1 larger leak instead of 3 smaller leaks. ***** never came out to during this long drawn out ordeal, to our knowledge.We believe from the very beginning, that ***** had good intentions p, but hired a crew of 3 people who had major problems and werent capable of doing the job,***** was always courteous and polite when we called but has not answered our latest calls and texts about following through with the job. We would really appreciate getting a resolution to this problem.Respectfully,**** and *********************************

  

  Business Response

  Date: 04/26/2023

  Mrs ******, unfortunately you have a roof leak that doesnt have anything to do with our patio we installed. Let me start by addressing a few things. I have been out there to inspect the cover and noticed it didnt have 3 down spouts. Code only required 2 but I added one to see if that would help the water getting off faster. You are correct about having 4 different crews out to get different opinions. You have been extremely sweet and understanding the entire process and I wanted to do everything I could to help you. The last crew after exhausting all other measures I instructed him to tear out all original flashing and sealant. I had ***** come out and use commercial flashing and reseal everything to make sure it wasnt our patio that was the issue. You can see in photos 1-3 how we left it. At some point it looks like you had some major hail damage as well as you can see in photos. ***** spoke with your husband at length and went over everything we did. ***** told your husband that if this doesnt fix you would need to get a roofer out there. When you called and said it still was leaking I called ***** and asked him to please go by there one last time and look. Once he got there he observed what either your husband or a roofer had done to the top of the roof. You can see on pictures 4-5. There was so much sealant you couldnt even see the flashing anymore. There wasnt anything we could do from there. ***** explained everything to your husband and advised him to get a roofer back out there to clean all that out. I think there was just a communication break down from what ***** and your husband spoke about. We always had good intentions and still do. I never stopped trying to help you and dont plan on it. You and your family are very nice and I will help in any way I can. You just need to get a roofer out there to clean all that out and see where the water could be coming from. I truly hope you have a good rest of your week. Call me anytime. 

  Customer Answer

  Date: 05/30/2023

   
  Complaint: 19957199
  
  I am rejecting this response because:

  I am writing in response to ***** Maclin's account of our complaint.  He stated, "that the leak doesn't have anything to do with our patio 'we' installed".  The patio covering leaked from the beginning(when it rains). We were not told that if there's a problem with it leaking, that we'd have to get a roofer to fix it!  ***** stated he, "instructed him (*****) to tear out all original flashing and sealant".  ***** told us the problem was that the original workers neglected to install any flashing, so there was no 'original flashing'.

  ***** Maclin also said, "You can see in photos 1-3 how we left it".  We don't know what photos he is referring to.  He also referred to pictures 4-5... again, we don't have any pictures 1 through 5.

  Then, ***** Maclin wrote, "at some point it looks like you had some major hail damage as well as you can see in photos".  We have not had any hail during this time frame and even asked our neighbors on both sides of our property if they could recall any hail that might have occured.  He again referred to photos we are not award of.
  

  Thank you for helping us resolve the problem with our patio covering.  

  Respectfully Yours,

  *********************************

  
  

  
  
  Sincerely,
  
  **** And *********************************

  

  Business Response

  Date: 05/30/2023

  Unfortunately Im not sure why you dont see the photos. They are in the response. Please reach out to BBB if you cant see them. I posted all them so you can see  what we did.

  As far as telling someone they have a roof leak no one would know that until the roof is attached and after all measures of sealing and flashing its still leaking from behind fascia which is before our attachment . When you have an open slab you would always have water on it when it rains then when we put patio cover up its always assumed because water is there its from the patio which is usually the case but in your case its not unfortunately. 
  We came out 5 times or more to try and exhaust all measures to fix. ***** explained to your husband whats going on. There is so much caulk and sealant up there now from whoever did that over our flashing that we cant even get to as you would see on the pictures provided. That was from someone other than our company. 
  
  There was definitely hail damage as you can see in pictures but that has nothing to do with the leaking. 

  Once again we are willing to help but this is not a patio leak.  Its coming from somewhere else in behind the fascia board where we attach.  It could be coming from anywhere.  Call me. As I said you are extremely sweet and I have no problems continuing to help you resolve this issue but whoever put all that sealant and roofing stuff over our flashing would have to be removed.  Thanks again *****

   

  Customer Answer

  Date: 06/16/2023

   
  Complaint: 19957199
  
  I am rejecting this response because: see attached
  
  Sincerely,
  
  **** And *********************************

  

  Business Response

  Date: 06/29/2023

  This complaint has been closed. As stated before you and your husband have been very kind and I have no issues helping you. You would have to clean all that mess on the top of the roof that your husband put over it.  We couldnt even get to it to try and address any issues before that. There is 100 percent hail damage but I never stated that was the issue. I have sent multiple installers multiple times to try and help. You have a roof leak. The BBB has closed the complaint. Call me at the office and I can try and help you. 

  Customer Answer

  Date: 06/30/2023

   
  Complaint: 19957199
  
  I am rejecting this response because:
  
  Sincerely,
  
  **** And *********************************

• Initial Complaint

  Date:03/25/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contracted with Maclin 90 09/20/2022 to install a screen room at my house. I was told up front that it would be a six month wait until the screen room was installed. The installers came on 03/18/2023 to start the installation of the screen room. The installers arrived at 11:30 am and worked a total of three hours then left and said they would be back Monday on 03/20/2023and that they would be finished by Tuesday 03/21/2023.I noticed on Monday that one of the roof panels that were installed was a different color and called ***** Maclin and told him and he said no problem they will pick another one up at the warehouse and bring it when they come on Monday. The installers did not come Monday or Tuesday. The installers arrived on Wednesday 03/22/2023 at 5:30 pm and worked until 9:15 pm and left saying they would be back Thursday 03/23/2023 and would be there early. The installers arrived on Thursday at 6:50 pm and worked till 11 pm.The installers did not come Friday but really didn't expect them due to the weather. It is now Saturday about 1 pm and no one has shown up so I dont know if they are coming today or not. I called ***** Maclin but no answer and left a voice mail but no response yet. So, to sum it up this is day 8 on a job that was supposed to take 4 days.The service I have received is unacceptable.

  

  Business Response

  Date: 04/09/2023

  Let me start by saying the job is complete and to customers satisfaction. I have spoken to them personally. This is a first for me in the entire 50 years of business. Yes it took a few extra days for unforeseen circumstances. We had the manufacturer send a wrong color panel which my son ***** took care of immediately for them. Then we had some bad weather that no one could control. On Saturday March 25th the customer called my sons cell phone several times while he was out of town with his family at his sons baseball tournament and he wasnt able to answer immediately so they decided to make this complaint basically because she wasnt able to reach him and at no time did the customer ever call the office. There was no reason for this what so ever. This isnt the first time they have done this to our company as well but has decided since the first review in 2019 to do business with us on two more occasions. Unfortunately this was never called for. Once again the job is complete and customer is happy. We are truly sorry it took a few extra days that we couldnt control. I hope you enjoy your room. 

  Customer Answer

  Date: 04/10/2023

   
  Complaint: 19852411
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************

  The panel installed on 03/18 that was the wrong color wasnt replaced until 03/22. Wasnt immediately. Called salesman and left voicemail waited 3 hours to file complaint. Called salesperson because on his business card it lists him as owner which he is not. Salesperson called and was very disrespectful. The installer came on 03/18 and worked 4 hours. No work on 03/19,03/20,03/21. Installer returned on 03/22 at 5:30 pm till 8:30 pm. Installer returned on 03/23 at 7 pm to 11pm. No work on 03/24 or 03/25. Installer worked 8 hours on 03/26. 8. am to 3 pm. ********* returned on 03/27 worked 8 hours from 8 am to 3 pm and second installer came same day sometime after we left to go to funeral and was finishing up at 9 pm when we returned. Who has people working at night when it is dark? Maclin did complete the job and we were told by salesman (*********************************) to never call or text him or Maclins again.