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Complaint Details
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Initial Complaint
08/03/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
They installed our new door with a broken window 7 months ago. We still don't have our wireless door opener. This was a new home build. The door was ordered in May of 2021. It showed up in January of 2022 with a broken window. Area manager said we were a priority. 7 months later we still don't have a new window or wireless openerBusiness response
09/28/2022
Business Response /* (1000, 6, 2022/08/11) */ Our Residential Sales Manager spoke to the homeowner on August 4th after receiving an email that went through to the company general email off our website. He did speak to the homeowner and explained that the special order glass that they got with their door was not one that we can source locally. We did call 3 places with no luck and it had to be ordered directly from our factory. The order was placed, however, the glass is on backorder due to material shortages which was explained. Our Sales Manager did offer to the homeowner that we can order a close (but not exact match) locally but it would not be the 1/2" insulated glass and may not fit the exact thickness in the window frames, therefore may move slightly. The homeowner said they were fine with waiting for the correct glass to come in from the factory. We also offered to go out and install the wireless wall control now for their operator and the homeowner said not to and he was fine with waiting for the glass to come in and have everything done at once. As soon as all materials are received the work will be complete 100%. We have also not contacted the builder that the work was done through for any of the remaining balance due until work is complete. Consumer Response /* (2000, 8, 2022/08/12) */ (The consumer indicated he/she ACCEPTED the response from the business.)
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Contact Information
Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.