ComplaintsforGrand Openings of Dallas

• Initial Complaint

  03/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In Aug 2021 when their sales rep - Craig and one of their installers - Jake asked me to take off my casing (trim) around the door) so they can see where's the studs when they came to my house for the measuring, I didn't want to because the trim was just installed and it's new, and then Craig said everything will be reinstalled and everything will look finished when they do the installation of new door, so I cut a small piece of the trim. After measurement I was told the lead time will be 10-12 weeks and I made 50% deposit on Aug 13th 2021. NO update after 3 months from Craig, the company was also helpless, I was told the sales rep takes care of everything and the company only does the delivery. I had to call and text Craig over and over again, barely getting a reply or return phone call from him, after all, I actually waited a total of 6 months even though they had the door in their possession on Nov 22nd, it was because they were not willing to install a door ramp separately. The door ramp was installed with double-sided tape and my black aquarium silicone (they did not have black caulk or silicon). Finally, the door arrived on Feb-12-2022, I made another 50% payment plus installation fee as Grand openings' requirement. They failed to inspect the door before they delivered it to me, the door was full of scratches, dents, bent metal, cracking paint, etc... Also, very unfortunately their installers were unable to install the door on the day because they found out the door is much bigger than my original opening after they removed the outdoor trim, they will have to remove both sides of studs and headboards and it will take them all day to remove the studs and they were unsure if they could even do that because it is dangerous. So they left and came back the next day, they removed 2 of 2" by 4" headboards and 3 pieces of studs on both sides from my house and cut off the fin on the frame of the new door's to make the door barely fit the NEW opening they made. The

  Business response

  06/02/2022

  Business Response /* (1000, 5, 2022/03/29) */ Contact Name and Title: Jeff ****/General Manager Contact Phone: XXXXXXXXXX Contact Email: *****@grandopenings.com I visited with Ms. XXXX the morning of 3/14/2022. Along on this visit was the Grand Openings sales representative, Grand Openings service manager and the door manufacturers field service representative. Ms. XXXX showed us her areas of concern on the door unit and those related to the installation. @ Shipping damage on outside view left door panel, door astragal has tape glue on it, air leakage from missing sill weatherstrip and along glass area on left side outside view door panel, screws missing on the sill, sill ramp caulk joint, small finish crack in the sill paint, the exterior was not completely trimmed and caulked and the interior was not properly finished out showing very poor quality finish work. I feel that all of these items I viewed are totally unacceptable and will be corrected. I'm highly disappointed that our installer and sales representative would even remotely think that should have been a finished product for Ms. XXX, she was being patient and professional before and during our visit and deserves to have a quality finished product in her beautiful home. The new replacement parts for Ms. XXXX's door unit are on order and immediately upon arrival will be installed. We are having a new contractor repair any installation issues and will properly finish out the interior as requested and expected. While most window and door manufacturers lead times due to allocations and unavailability of components has been running between 20-34 weeks, we have been told that these replacement parts are being fast tracked and we are hoping to see them within 30 days, this cannot be guaranteed, but we are doing everything possible to speed up the process. In Ms. XXX's original complaint she mentions the removal of 2x4's on the sides and head. On that previous door unit replacement (this is the third door in that opening), in that opening, that installer for some reason down sized the door (probably to use a standard sized door thus not matching the brick to brick opening), in doing so they added 2x4's and covered them with coil stock material to aesthetically fill in the gap between the door and brick, that material was removed to allow the proper installation of the new door unit which does fill the brick to brick opening properly, unfortunately we let Ms. XXXX down and finished it very poorly. I'm sorry Ms. XXXX for the inconvenience in not getting this matter taken care of sooner. Consumer Response /* (3000, 7, 2022/04/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) Please check from attached image 4, that I emailed to Alexis B*****(at Grand openings) and showed it to Craig W*** (at Grand openings) in person that my original rough opening was 189.3" and the actual size of my first door was 188.5", After Grand openings installer removed studs of the opening now the opening is 195.5" outside and 198" indoor( before drywall repair). As you can see on image 1, there were hand writing on 2x4 stud and it was removed by grand openings installer: see image 3, all of the studs in image 3 and headboard appeared in image 2 were all gone even including waterproof zip system sheathing. 2nd door company only add plywood witch shown in image 3 right side of one your installer.

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