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    ComplaintsforTexas Door and Window

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    Complaint Details

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    • Complaint Type:
      Service or Repair Issues
      Status:
      Answered
      We purchased and paid in full for doors from Texas Door and Window. The installation on 5/4/21 was not good. Our Therma Tru doors were not the quality expected for $4,280.00. Owner *************************** agreed to replace the doors. 14 weeks later, his crew returned to our home, without new doors. The owner sent me 7 different untruthful texts in an effort to reinstall the same doors. Checking with ThermaTru, Texas Door and Window is not a certified dealer or certified installer for ThermaTru.The actions of the owner are fraudulent and unethical. When questioned about the new doors he promised to install, the owner, ***************************, went out of his way to cover up the fact that he wasn't installing new doors as promised. When we requested a refund, we have had no further communication from the owner of Texas Door and Window. We would like your help in recovering our $4280.00 investment and would like to warn others Texas Door and Window, ***********, ** this is not a reputable, honest business and the owner has attempted to cover up his dishonest practices.

      Business response

      11/05/2021

      OVERVIEW - In June 2020 ************** went to the home of Mr. and *************** and supplied a quote for the replacement of a twin door unit and single door unit.  In March 2021 a down payment was received to approve of the order to be placed.  On 5/4 Texas Door and Window did remove the homeowners' existing door unit and install new replacement doors for Mr. and ***************.  The door components were from ThermaTru  and the components were prehung at Huttig Building Products.  When the homeowner was unhappy with the ThermaTru door slab product, ************** did meet with the homeowners to discuss options (6/8/21.)  Texas Door and Window agreed to build out a frame to cover gaps in the brick and apply new weatherstrip.  As far as the doors themselves, one option was bondo the existing door slabs, the homeowner opted to wait for new door slabs.  Texas Door and Window ordered new door slabs to replace the ThermaTru door slabs.  Huttig informed Texas Door and Window that the door slabs in that size were not currently available and they were not sure when they would become available due to product shortages that  came with the pandemic.  ************** verbally informed the homeowner of this via telephone on 6/15 at 3:19pm.  At that point, Texas Door and Window started the process to attain door slabs from another manufacturer which included weekly check ins with all of our door vendors to see which will have the correct size door slabs in inventory to replace the door slabs that the homeowner was unhappy with.  The doors that became available first were not ThermaTru.  Texas Door and Window returned to the home 10/1 to fix the concerns of the homeowner after receiving the new door slabs.


      COVER-UP #1 - The first set of ThermaTru door slabs were new.  See attachments of invoices from Huttig.


      COVER-UP #2 - Our technicians were on the job site fixing some casing and other items that the homeowner was concerned with.  The technicians had the existing doors off to fix these items, but put the doors back on the unit before taking lunch so there was not a hole in the home.  The second set of new door slabs were not swapped out yet.


      COVER-UP #3 - The new doors were in the trailer when the technicians were fixing other items.  ************** did not know what component of the door unit the technicians were working on as he was not on site, so he did not know why the doors were off at that point as he stated.  The homeowner was texting ************** while the technicians were actively working on the door unit.


      COVER-UP #4 - The homeowner received new doors the first time and we were ready to install another set of new door slabs the second time.  See attachment for second set of new door slabs from ABS.


      COVER-UP #5 - The process at door hanging facilities is to attain door slabs and inserts and cut the door slab to fit the insert.  While ThermaTru does sell door slabs with cut outs and flush glazed doors, they also sell door slabs that prehanging shops cut for inserts.  Our technicians have backgrounds of working in door hanging facilities and have the skills and tools to build a door from components.  Since the homeowners were unhappy with the door slabs in their double doors, our resolution was to swap out the door slabs.  This is a common thing to do in the industry.  For example, if our door hanging facility delivers a damaged door to us with an insert, they will often just send a door slab and we will reuse the new insert into the new door slab.
      The doors in the trailer were PlastPro, not Masonite.  ************** did forget at this point that Masonites slabs were also unavailable and Texas Door and Window ended up purchasing from PlastPro, which is another reputable door company with a very similar warranty to both ThermaTru and Masonite.  ************** was driving to appointments and attempted to call the homeowner both about the process stated above and the fact that these doors were PlastPro, but the homeowner stated that she was too angry to talk to anyone.  This made it difficult to come to a resolution when the only form of communication is text.  The homeowner requested that we put back on the ThermaTru doors that they were not happy with in the first place, so we did.  Please see attached BBB Letter from our Huttig representative.


      COVER-UP #6 - ThermaTru did not cut the hole in the door slab, in this case the door hanging facility Huttig did.  However this is something that we have the capability of doing.  This is something ************** was attempting to explain when calling the homeowner.  This is also noted in the attached letter from our Huttig representative.


      COVER-UP #7 - I believe that when the homeowner spoke to ******* (from ThermaTru) on 10/1/21, not all information was given.  Texas Door and Window is not listed on the ThermaTru website as we do not buy direct from ThermaTru.  We buy from Huttig, which is a very large building product distributor.


      In conclusion, we attempted to rectify any and all problems with this homeowner.  It is not our policy to lie or be deceitful.  All products were disclosed and were purchased new.  ************** feels that he made every attempt possible to take care of this homeowner.

      The homeowner stated that she was going to get new doors.  To resolve this entire situation, we would be happy to pick up our door units and reimburse the homeowner.  See 'JulieText' attachment.

      Customer response

      11/07/2021

      Complaint: 16079425

      I am rejecting this response because: *************************** is not being truthful in his response.  I have included documentation to substantiate my claim that ************** was not truthful about his intentions to use the existing glass in our ThermaTru doors and place it in another manufactures door, invalidating a warranty from either manufacturer.

      I am glad to accept ****************** offer to reimburse us for the doors and collect his doors as soon as we are able to install new ThermaTru doors.  We are requesting a refund immediately to ensure no opportunity for further miscommunication.  Please see the request attached to our response.

      Regards,

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

      Business response

      11/11/2021

      Good Afternoon,

      We are trying to come to a resolution as we do not want you to feel betrayed or taken advantage of.

      Currently your door slabs do have some damage near the sweep and mortise.  We can all agree to that.  Are there other issues that have not been addressed with the rest of the door unit or with the other single door unit?  I was not aware of any existing issues with the smaller door unit and you are requesting a refund on that as well.

      Huttig does have your size door slabs in stock as of today.  We can replace the current ThermaTru door slabs with new door slabs.  This keeps your entire door unit built with ThermaTru components and you have a full warranty from the manufacturer.  This is also a quicker installation that is less invasive on your home than installing an entire new unit again.

      The other option would be for us to pick up your door units and offer a reimbursement.  Unfortunately we cannot issue a refund before return of the product.

      Please let us know what you decide as the doors become backordered very quickly in today's market.  We would love to get this issue resolved with the Kabels.

       

      Customer response

      11/17/2021

      Complaint: 16079425

      I am rejecting this response because:  **************, in my most recent correspondence I provided a detailed spread sheet requesting a refund amount.  In your most recent response you didn't address the amount you are prepared to refund us for the doors and the labor which we will be required to pay a new vendor.  Will you please provide the amount you intend to refund and what guarantee you are offering to insure we will actually receive the refund.

      Regards,

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

      Business response

      11/19/2021

      It looks like ************** is concerned with the amount of her refund.

      If she is to return the twin door unit, we will refund her ******* for the cost of the door (******* + tax), ****** for the share of the labor, and the total delivery charge of ****** after we pick up the door unit.

      If the homeowner is trying to return both doors, we will refund the total amount of ******* that was paid.

      Both units would have to be in fair condition.

      OR

      The other option we offered was to replace the door slabs with new ThermaTru door slabs and we would absorb the cost of supplies and labor.

      Thank you

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