ComplaintsforNGROUPART LLC

• Initial Complaint

  11/16/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I have ordered front entrance doors from NGROUPART last year. I started to initiate my order in March 2022 and the manager of the company ************************* assured me that the doors will be ready in 8 months. I told him I will give him extra 2 months and he agreed to make nice majestic doors entrance doors for me with 2 holes (one for lock and one for handle) in 10 months. He even verified via email that is is great to know that they have 10 months to complete the project. ******* also assured me via email that he will send me monthly updates and reports and he fail to sent me any reports or updates. After 1 year of our agreement, I started to get anxious because of not having the doors since the construction was getting close to end and we have started the interior remodeling and all the appliances and furniture were due to be delivered. I needed to have doors ASAP. I started to contact *******. To cut it shorter, he promised the doors will be delivered with 2 weeks and of course it did not happened. Then I really got worried and have been following up constantly with *******. ******* kept to tell me he can not find affordable shipping company to ship the doors to me. It had been indicated in the contract that NGROUPART has to provide the shipping and delivery of the doors. I was so desperate that I offered to take care of the shipping and found shipping method on my own way. I have paid out of my pocket $1,500 to person to deliver my doors ASAP. After I have received the doors, I discovered the doors have problems. They did not have holes for lock and handle and it is impossible to make holes without ruining design and violating CA building code (lock and handle should be placed between 36"-48" from the floor). I asked consultation with NGROUPART and they scheduled phone consultation based on the modified drawing (they changed the drawing after my complain). The company changed the drawing and modified the place of the lock. Till now they did not answer my concern.

  Customer response

  11/16/2023

  I have made 2 disputes with my Discover Credit Card and the disputes are currently in the process. I was told from my bank that it might take up to 90 days. However I did not dispute one of the charges that I have made to NGROUPART yet and I am not going to dispute that. I expect NGROUPART to return that charge of $5,900 that I did not dispute ASAP. I also have attached the receipt of the cash payment I made to *************************** to ship the doors to me because the manager of NGROUPART was very ignorant to my concerns and was not assuring me he will have the doors to ship to me. He kept to tell me he is still looking for affordable vendor and the quotes that he has from 3 vendors are expensive and he cannot proceed. 

  Business response

  11/23/2023

  lo BBB,
  
  This email is in response to the complaint filed by ********************************** 
  
  The snippets of conversation that text she provided are biased and incomplete. 
  
  Ngroupart offers custom fabrication products. As a result, all items are fabricated to exact style, dimensions and material as requested by the customer. The customer selects the design style from the website and then sends the dimensions to Ngroupart. Every effort is put into representing the products online to give the customer a complete idea of what they are ordering. The customer is welcomed to ask every possible question about the product.
  
  Our process is as follows:
  
  Customer finds a product they like.
  They reach out to us to ask for an estimate.
  We confirm the specifications of the product.
  They make a down payment.
  At the start of the fabrication, we design according to given dimensions, and prepare drawings to the customer for approval.
  After the drawing is approved and payment is received, the customer can cancel at that point and use the drawing to commission production/fabrication with another door maker. 
  At regular intervals, we can update the customer on progress. Progress update includes photos via text messages and emails or phone calls.
  As sometimes the case with custom work, some elements of the fabrication, painting or assembly may not be perfect. In such cases, we update the customer and ask about their timeframe and if we can be allowed to fix the issue.*
  Once the fabrication and assembly are completed, then shipping arrangements are made to ship the finished product to the customer. Given the size and weight of the doors, we solicited shipping quotes from multiple companies to get the most cost effective for the amount of the days and mode of transportation of the shipment to the customer.
   
  
  
  
  The documentation sent to BBB by the customer is incomplete and biased. Among the issues the customer is highlighting is that the product delivery time was off. Oftentimes when this happens we do offer a discount. 
  
  The customer is not being truthful.
  
           The customer does not mention that we offered $1000.00 off the final payment for them arranging the pick up and delivery of the product by their own driver.
           The customer did not mention that they did not raise any complaints about the doors when we sent images of the raw doors during the middle of production to them to show progress and to address any questions or concerns that they might have.
           The customer does not include emails that show that they approved the drawings.
           The customer does not show communication that shows that Ngroupart informed them that the company does not install the locks for security reasons, the locks are to be installed by the customer to make sure that there is only a single set of keys and that the keys have always been in the possession of the customer. The variety of types of locks from electronic to physical means that any number of bore holes are possible for the key/lock mechanism. These details are  left for the customer. We should add that this is not the first time this type of doors have been shipped to customers. Each time, the customer has been able to find a local contractor/door/lock expert to install and the locks and door handles.
           At each of these stages, the response from the customer has always been that everything looks good.
           The customer is not being truthful regarding the shipping. At no time did the company hesitate to ship the door with the professional shipping company. Ngroupart was prepared to ship the doors regardless of cost so the customer will get them by the end of August/first week in Sept which they agreed was fine to ship as the house was almost ready. The customer's request to use their driver (our assumption is because it was cheaper than $1000) was accepted because the doors will get to the customer in 2 - 3 days instead of 4-6 days with a professional shipping company we were working with to ship it. 
           The customer does not mention that the initial attempt to ship the doors via their selected driver failed because the driver arrived to pick up the doors in a refrigerated truck used to haul frozen food with not enough space left to fit the doors. Ngroupart was on the phone at the very same moment with the truck driver and the customer to explain the situation. At which time the customer said to abort the shipment for that day until the driver can return in another week+ to pick up the doors when he will have more space having seen the dimensions of the packaged door.
           The customer has not mentioned that the reason for not engaging in phone conversation has been due to verbal abuse and phone threats from the customer/husband
  
  
  Some screenshot of the communication with the customer are attached

   

  The customer has tried several other avenues to renege this obligation, but failed. Ngroupart is giving the customer till the end of November to make the final payment. At this point, from the images the customer has sent, they made changes/damages to the custom door that makes it unusable. 

  
  

  Customer response

  11/28/2023

  I don't agree with the response of NGROUPART. First of all my main concerns are related to not being able to drill holes and put lock and  handle to the front main doors. However, when I have been reading  NGROUPART respond, I did not see any explanation regarding to  my  concerns not being able to drill holes on the doors. This is a very good example of ignorance to my  complains. I have been trying to negotiate with NGROUPART since the end of August, 2023 and I have mentioned multiple times in my emails regarding our problems not being able to install lock and handle and they haven't given me explanation yet. All I heard from NGROUPART is that I have approved the design and other staff not even relevant to my concerns.  I have sent multiple emails that were never answered and all my call were ignored as well. Therefore, I still haven't heard anything from NGROUPART regarding my  concerns. I am going to attach copies of all my emails to NGRUOUPART showing that NGROUPART did not respond any of my emails. 

  Customer response

  11/28/2023

  NGROUPART has responded that I did not raise any complaints regarding the doors during  the middle of production when NGROUP has sent me images of raw doors. First of all I have to mention that the only time I have received a text regarding the fabrication of the doors was on December 29, 2022. ************************* has sent me text via phone and the text included 3 photos of the raw doors with the text saying "Door fabrication progress". ******* also have texted me information that included measurements of only doors' height, width and thickness. After that text I have received another text in March 1, 2023 saying "Hello *******,Just wanted to update to say that we are preparing the doors to go into painting and then final assembly of the brass pieces. I'll update once ready for shipping."  After *******' text on March 1, 2023 I haven't heard anything from him for almost 12 weeks. Since I haven't heard anything from *******, I emailed him in May 16, 2023. On May 17, 2023 ******* has responded me that "fabrication is almost complete and the final assembly of the metal pieces starting next week. We anticipate shipping in 2-3 weeks from this weekend. I'll be send photos of the final assembly of the doors and also the shipping details and arrival date." 2-3 weeks has passed and I haven't heard any update from ******* regarding the shipping as promised by *******. On June 5, 2023 I have emailed ******* again asking to sent me pictures and ******* did not respond to my  email. On June 29, 2023 I have sent another email to ******* asking to provide me any  updates. ******* did not respond to my email again. After my email on June 29, 2023 ******* has never emailed my any updates via email. In the whole month of June, 2023 I haven't received any texts or emails from ******* to give me any updates as promised.In the end of July, 2023 I started to get really worried about the doors and my husband found it very suspicious that NGROUPART and ************************* are not giving us any updates. My husband suspected that something is really wrong because we are not getting any answers and we are not getting any updates. I started to make calls to ******* in the end of July, 2023 and ******* has started to answer my calls. He as been telling me that final assembly is almost done and the shipment of the doors will be soon. Only  July 24, 2023 ******* at last texted me photos of painted doors and brass. Me and ******* has been communicating via text and and phone and all the time ******* was not assuring me that doors will be delivered timely. I have been saying that we need the doors ASAP and ******* kept to say he is still considering different quotes and haven't made decision yet. I have been providing this detailed information to  show that ******* has never imitated any communication with me to sent me any updates of pictures and if once in a while he has sent me any pictures it was respond to my email. Even the first raw pictures that I have received from *******, were respond to my email sent to ******* on December 28, 2022. I am going to attach all texts from ******* and emails showing that all the things I have wrote are not biased. I also would like to emphasize that my complain is not about the design. My complain is about NGROUPART failing to provide my regular updates, failing to timely complete the doors and failing to leave space to drill holes to put lock and handle. I have ordered Main Entrance doors from NGROUPART and therefore I expect my entrance doors to have lock and handle. If I would not be able to drill holes and install lock and handle, this means those doors are not functional and cannot serve as main entrance doors. I did not raise any concerns during the production because when I have received the pictures of the raw doors and when ******* has emailed me height, width  and thickness of the doors, he did not include the details or any measurements regarding the leaving spaces of lock and handle. I have assumed that as a professional company, NGROUPART knows the building code requirements and we would not face problems in the future. It is not customer's responsibility to worry about the holes of the lock and handle. I have purchased other doors from ********** and other vendors recently  and all the doors came with holes that were comparable with ********** building codes. Additionally, I need to emphasized that  I only chose and approved the design, all the technical details are company's responsibilities. Customers should not worry about the technical details. Based on the original drawing that I have approved, I was supposed to have 2 holes for lock and handle. NGROUPART and ******* keep to insist that the doors were build exactly according to the drawing. The fact is the doors were not build exactly according to the drawing. The original drawing that ******* has sent to me for my approval in August 2022 has 2 holes for lock and handle. If you take a look at the right side of the drawing, you will see the date and status saying "For Approval." The drawing that ******* have sent me in August, 2022 for my approval does not show any measurements. Therefore, when I have approved the drawing, how should I know that the 2 holes that ******* showed on the drawing and that are supposed to be for door lock and handle, are above 48 inches of floor which is not comparable with ********** building code.I have already emphasized multiple times that according to ********** Building Code, the door handles, pulls, latches, locks and other operating devices shall be installed 34 inches minimum and 48 inches maximum. If ******* had provided measurements and if he had indicated on the drawing the inches showing that the lock and handle would be above 48" I would definitely not approve the drawing.Again NGROUPART failed to inform me in advance  that I would not be able to install lock and handle between 34 inches and 48 inches. I only approved the design. Again It is not costumer's responsibility to worry about the right measurements of the holes for lock and handle. Company should know the regulation and fabricate the doors comparable to building codes. 
  Again I am emphasizing that I have approved only the design and I have never mentioned that I want my lock and the handle be above 48 inch. I assumed that as a professional and experienced door company, NGROUPART specialists know the regulatory requirements and will comply with them.
  
  Please see the attached copies of the text communication between me and ******* showing that ******* really did not communicate with  me at a regular basis. In their respond email, NGROUPART mentioned "At regular intervals,we can update the customer on progress. Progress update includes photos via text messages and emails or phone calls." As you see in the screenshots of ******'s texts he did not communicate with me on regular basis, he did not email me also on regular basis, he did not even initiate one single call throughout the whole waiting time. It was me all the time making the calls to him. I would also like NGROUPART send any prove of emails or text messages if they believe my information is biased and incomplete and if they believe have communicated with me on regular basis and if for some reason I missed to see it their emails or text messages. 
  Claiming that documentation sent to BBB by me is incomplete and biased is not ethical. All the documentation I have sent is real and not falsified. I have based all my statements on the true facts which are emails and texts from NGROUPART. NGROUPART is claiming "Among the issues the customer is highlighting is that the product delivery time was off. Overtimes when this happens we do offer a discount. " I would like to emphasize that discount of $ ***** was offered for the shipping that was arranged by me. By the way  I have paid the driver $1,500 to deliver the doors; however,******* agreed to give me only $***** discount for shipping. So the discount of $***** was not for failing to finish my doors timely. The discount of $***** was for the shipping arranged on my own.  ******* has emphasized in his emails on 03/16/2022 "That is great to know we have 10 months for delivery."This statement came from ******* and he has emailed it to me. If he was not sure his team would not be able to finish the construction of the doors timely,he should not had made statements. The information provided by me regarding the timeline of finishing project is based on ******* email and I have already submitted prove of his email. I can resubmit the prove of *******' email again if there is a need. If NGROUPART thinks my information is biased, then I would like to see prove where they have communicated with me and informed me that they will not be able to finish and delivery the doors timely. The fact is that ******* has assured me via email that the doors will be delivered in 10 months and it did not happened. I have received the email from ******* in March and the contract between me and NGROUPART was signed in August, 2022. If we count 10 months form August, means I should have received the doors May. Also throughout the whole time, he never initiated a single email or text to give me any update. It was always me first trying to reach out to *******. Again there was not any discount given to me for passing the deadline for completing the doors and not delivering the doors timely as promised, I did not receive proper updates from ******* regarding  the progress and NGROUPART or ******* has never initiated any communication regarding not being able to finish the project timely. 
  NGROUPART has mentioned in the respond that "Customer did not include emails that show that they approved the drawings." As a matter of fact, the only drawing that I have received form ******* was on 08/16/2023 and I have approved that drawing over the phone. That's why there is no email showing that I have approved the drawings via email. I don't think approving the drawing via phone should become an issue. All I can say, is ************************* has sent only 1 drawing to me for my approval and that is the original drawing with 2 holes. If NGROUPART believes this information is incomplete and biased,I would like to see the prove of emails showing that NGROUPART has sent me other drawings for approval.  I would like NGROUPART provide me copy of email or text showing that they have sent me another drawing which has only 1 hole. I had not seen the drawing with 1 hole until I have raised an issue. Then NGROUPART has modified the drawing and sent me email with modified drawings after I have raised my concerns. If NGROUPART thinks they did everything right based on what we have been agreed, why NGROUPART has modified the drawing and sent me a different drawing with only 1 hole. I really would like to get an answer, why the drawing was modified. If NGROUPART claims they did everything right, then they should have based our phone consultation on the original drawings that had 2 holes. However, they based the phone consultation on a modified drawing and that is why the consultation was not productive. Yet NGROUPART blames my husband being abusive and claims that the "Reason for not engaging in phone  conversation has been due to verbal abuse and phone threat from the customer/husband." My husband was not abusive and he did not make any threats. My  husband only vented his feelings of frustration because NGROUPART was trying to fool him by insisting to continue the consultation on falsified drawing that has only one hole and that was not approved by me. Therefore the phone consultation was not productive because ************************* has emailed me the last minute a different/modified drawing. I am going to attach ******* email with the modified drawing. I have been asking ******* and NGROUPART via email multiple times, to give me explanation why and who has modified the drawing and ******* has never give me an answer. The person who has modified the drawing, knew very well that the doors are not functional as a main entrance doors and tried to fool us. This not ethical and legal to modify drawing after my raise issue. If NGROUPART believed they did not do any mistake, then why the phone consultation was not based on the original drawings? I think the answer is very simple. They could not conduct the phone conversation based on the Original Drawing because they would not be able to give us any  recommendation. There is no any way to put the lock and handle on the doors without infringing the regulatory requirements. 
  NGROUPART has mentioned in their respond about installing lock and handle. Based on our communication, customer was supposed to install the lock and handle. I have never expected NGROUPART to install locks and handles for me. I am certainly aware of the security reasons and I have bought my own lock and handle to install. I have never raised concern or issue about NGROUPART not providing or installing lock and handle. My concern is that NGROUPART was supposed to leave or drill 2 holes for lock and handle and they did not leave the holes. Moreover, my constructor was not able to drill holes also because NGROUPART team did not leave space to drill holes. I have showed the doors to multiple constructors and they all told me that it would be impossible to drill 2 holes without damaging or ruining the design. I have paid a lot of money for those 2 doors for design and I would not agree to ruin the design and make drills somewhere that was not agreed upon construction of the doors. I have purchased my own lock and handle and unfortunately, we could not install them because there were not space left for lock and handle. Finally in my opinion, NGROPUART knew it would be impossible to drill holes and that's why they did not drill holes. Based on our original drawings, the doors were supposed to come with holes. 
  NGROUPART has mentioned in their respond "Customer is not being truthful regarding  the shipping. At no time did the company hesitate to ship the doors with the professional shipping company." NGROUPART mentioned that they were going to ship the doors and they accepted because the doors will get to the customer in 2-3 days instead of 4-6 days with a professional shipping company. As I have mentioned before, I have been talking to ******* over the phone in July and August, 2023 and explaining him the hardship and difficulties that I would face if I don't get the doors timely and ******* has never assured me that he would be able to ship the doors timely. He did not sent me any emails or text messages regarding the shipment. All ******* could tell me over the phone was that he is still looking for affordable shipping company. The information provided by me is not biased or incomplete.If ******* had an shipping arrangements, NGROUPART would never agree with my offer to pick up the doors by a driver found by me. I think it is not difficult to understand that ******* did not have any intentions to rush my request to find shipping company. Why I would waste my time to find a driver and make all the arrangements on my own and pay out of my pocket, if ******* had a shipping company. I have been waiting all this time patiently, why I would not wait for another few days. I would even wait for a week. However, ******* keep to tell me that he still could not find affordable shipping company and the company is still reviewing quotes. 
  I have checked the attachments that NGROUPART has attached and seems none of those attachments are relevant to my concerns. They have included my respond emails made in March 2022. They also included attachment showing my payments and they have included the text messages with door pictures made to me in August, 2023. None of the attachments are relevant to my concerns. 
  Please see my attachments. I have attached screenshot of communication between me and ******* in December showing that ******* has texted me the measurements of the door height, weight and thickness and ******* did not include any information in his text regarding the height of the lock and handle. My other attachment shows ******* text on March 1, 2023 stating just wanted to updated to say that we are preparing the doors to go into painting and then final assembly of the brass pieces. Ill update once ready for sipping. After that text, I have not received any other texts or update pictures until July, 2023 thought the deadline of door delivery has passed. I have also attached ******* email that was sent to me before the phone consultation and I have attached the drawing ******* has included in that same email and indicated the call will be based on this image in the email. 

  I have already sent emails to NGROUPART regarding to my concern why the drawing of the door was modified after I have raised concern and why the modified drawing was sent to me before the phone consultation and why the phone consultation was based on modified drawing and who has modified the drawing; however, I did not receive any respond back from NGROUPART. I hope NGROUPART will give me a good explanation why the drawing has been modified. I have not seen that drawing before and I did not approve the modified drawing before. The original drawing that I have approved was supposed to have 2 holes for lock and handle. 

  Customer response

  11/28/2023

  On November 2, 2023 I have sent email to ************************* who has been representing NGROUPART regarding the completion of the door fabrication within 10 months. I have included in my email the copy of his email sent to me on March 16, 2022 and assuring me that "it's great to know we have-10 months for delivery." I have asked ************************* in my email to respond me via email why I did not get any updates on the door delivery status after 10 months has passed. However, ******* has never respond to my email. Till now I am waiting for ******* to respond me. I even tried to call him; however, he did not respond my calls either. 

  Customer response

  11/28/2023

  On November 2, 2023 I have sent an email to *************************. In my email I have mentioned my concerns that I was supposed to get regular updates on the progress of the door delivery and I have never gotten regular updates. In my email addressed to ************************* I have included the copy of  *******' email sent to me on August 3, 2022 and saying "I will be providing monthly progress report/updates until completion and shipping of the doors." I have never received any single progress report from *************************. I have mentioned in my email that the only time I would hear from ******* was when I have attempted several times to reach out to him. ************************* has never responded to my email. Till now I am waiting to hear from NGROPUART to give answer to my concerns. 

  Customer response

  11/28/2023

  On November 2, 2023 I have emailed to ************************* regarding my concern why the drawing of the door has been modified just before the phone consultation and why I haven't seen that drawing before approving the construction of the doors. I have mentioned in my email that consultation was waste of my husband's and our constructor's time because it was based on falsified and modified drawing. ************************* has never responded to my email. Till now I am waiting for NGROUPART to provide an answer why the drawing of the door has changed and why on the new door the place of the lock has changed and why instead of 2 holes there is only one hole in the modified drawing. 

  Customer response

  11/28/2023

  On November 2, 2023 I have sent another email to ************************* regarding my concern that I was not informed in advance that I would not be able to install door lock and handle on the doors. I have attached in my email copy of *******' email sent to me on March 25, 2022 where ******* has been offering me to think about the types of door handle that would fit the majestic doors for my home. According to modified drawing sent to my by *************************, there could be only 1 hole drilled. If ************************* has sent me an email back in March 25, ****************** to think of a type of handle to put on my door, means ******* knew very well that my doors are supposed to come with 2 holes-1 for the lock and 1 for the handle. If my door was supposed to have only 1 hole, I don't understand why ************************* has been suggesting me to think of door handle. I have not received any respond from ************************* as an answer to my email. Till now I am waiting for NGROUPART to respond to me. I find it very disrespectful that NGROUPART did not respond none of my emails sent to ************************* on November 2, 2023.  

  Business response

  12/14/2023

  Initially, all the questions and concerns were direct communication over the phone call, message and email. From the very beginning we couldn't understand what was the reason for trying to return the door, which has a very special design and style. The primary concern then was the design of the door. The very design that they selected , confirmed and approved the drawings. They became verbally abusive and threatening over the phone which is unacceptable. So we notified them that we can only continue to offer support by email only to avoid the verbal abuse & threats.
  
  Several emails were exchanged with the customer to answer their questions. Each subsequent email from the customer was a restatement and rehashing of all the questions that were asked and answered. Then they expanded the complaint from design to include installation of the door handles and locks. We responded by sending a design drawing of the lock position that was in compliance with the local code. Also scheduled a video call to walk them through the installation of the lock and handles. But the call was audio only so they can continue to complain and verbally abuse our team after we explained the installation steps. This is when we discovered that they had damaged the door by cutting into it and removing some of the paint finish.

  
  When all these efforts didnt work, we offered the customer a refund of 60% of the amount they paid for the production fabrication. They didnt confirm or reject the offer for the 60% refund but continue to request that they return the door for full refund.
  
  Our assumption is that the customers doorway was constructed wrongly from the dimensions they had sent and confirmed for us months prior. They had claimed that the door had been installed in the doorway opening but would not lock because they could not install the lock. Multiple times, we requested photos of the installed door so we could see and offer support to install the door handles and locks. Each time, they responded by sending photos of the door lying flat on the floor.
  After all the effort and time that has elapsed, we are thinking that the best way to find out the reason will be if we will send someone to site to go and measure and verify that the doorway opening is the same as the dimensions that they had given us (ordered). That way, we can confirm the reason for their insistence on returning the door. If, upon inspection, it is confirmed that the doorway opening is the same as what the customer supplied to us at the start of the project, then we will review all the issues again and make a decision about the refund.
  
  

  
  

  Customer response

  12/19/2023

  To: NGROUPART 

  NGROUPART has responded that "initially they could not understand what was the reason for trying to return the door, which has a very special design and style. The primary concern then was the design of the door. The very design that they selected, confirmed and approved the drawings." I don't agree what NGROUPART has stated. From the very beginning I have been very clearly  stating that we have a concern drilling 2 holes for the door lock and the door handle. I have never said I have an concern related to design. And if NGROUPART staff could not understand my emails, they could simply call me and talk to me over the phone. However, they have never initiated any phone calls to clarify what was my concern. Moreover, I have attempted to call  *******-NGROUPART manager multiple times and he never responded my phone calls. In one of his emails, ******* has mentioned that he had been preferring to communicate via email and I have been sending him multiple emails with my concerns requesting to provide answer to my concerns. Till today, ******* or anybody else did not respond to my emails to address my concerns. So again I would like to emphasize if NGROUPART could not understand what was the reason for trying to return the door, they should have simply call me on my cell or respond to my emails. Moreover, my emails to them were very clear and I have mentioned multiple times that according to CA building code, the door lock and the handle should be between 34" to 42" from the floor. I am glad NGROUPART has mentioned "the very design that they selected, confirmed and approved the drawings." I would like to emphasize again I have selected that design, the very special design and I have approved the drawing. That is absolutely true. The design that I have selected and approved was supposed to have 2 holes for lock and handle. The design that I have selected and approved was supposed to have brass parts and very special design. However, based on the modified and falsified drawing that NGROUPART has emailed my  after I have raised my concern, I have to remove one of the brass circles that is a part of the very special design (that I have selected and approved),  drill 1 hole instead of the metal brass design and try to squeeze  a lock. Moreover, based on the design that I have selected and approved like NGROUPART has mentioned I was supposed to have 2 holes-for door lock and door handle. If my door installer have drilled 2 holes for the lock and the door handle according to CA building code (the lock and the handle should be 34"-48" above the floor), he would completely destroy the very special design that I have selected and approved. Of course I would never agree and I would never allow the door installer to ruin the very special design. After agreeing to pay $ ********* for a very special design, why would I agree to ruin it. I have been reading NGROUPART respond and I still did not see any answer to my concern who from their company  has changed the drawing. I have been emailing NGROUPART multiple times to provide me information who and what purpose the drawing was changed and falsified after  I have raised concern. I think the answer is very clear. NGROUPART knew from the very beginning what is the true reason why I want to return the doors, but they choose to be ignorant to my concerns and someone from NGROUPART has modified the drawing trying to squeeze a hole for lock. However, that person whoever has modified the drawing, did not realize that I have proving emails that I was sent initially only one drawing for approval and that only one drawing that was sent to my by ******* had 2 holes for lock and handle and they holes are supposed to be in the different place. That person whoever has modified the drawing did not probably know that I have emails from ******* suggesting me to look very special handle for my majestic door. That person whoever has modified the drawing probably did not know that I have selected and approved a very special design with brass parts and I am not going to remove the brass part and drill a hole for the lock. How about the handle? I can't imagine paying $********* for a very special door and not installing a handle. If you look at the dimensions of the doors, those doors are pretty big/tall doors. How those doors can serve as mail entrance door without handle? Therefore, logically that modified drawing does not make any sense to me. Modifying the drawing was a very bad idea and decision. 

  NGROUPART has been stating that "They became verbally abusive and threatening over the phone which is unacceptable." This information is not true. I can't imagine any other customer being more patient and nice than I was throughout the whole time, starting from the very beginning to the end. Even when NGROUPART was not providing me any updates about the process of construction of my doors, even when NGROUPART was not compliant with the timeframe of finishing the doors and delivering the doors, I still was extremely nice and patient. All the time I have been communicated with *******, I have never raised my voice or use any inappropriate words. After I have raised my concerns, ******* or anybody else from NGROUPART has never responded my phone calls and my only way of communication was email and I have saved all my emails. None of my emails has any inappropriate or threatening language. I would suggest NGROUPART go back and check all my emails, if they don't have access to my emails, it is not problem, I can forward to them all my communication email. I assure that I have never used any inappropriate or threatening language. On NGROUPART team making statement "they" became verbally abusive, I would like to know who are they. The other person from my family who has communicated with NGROUPART several times via phone was my hatband. My husband has never been abusive, he had been always very nice and patient. During the phone consultation, that we have requested, NGROUPART tried to fool us, sending us modified and falsified drawing that was not approved by us, and during the phone conversation NGROUPART team has been insisting that the consultation should be based on that modified and falsified drawing. During the phone consultation, NGROUPART team was completely ignorant to our concern and problems; that's why my husband vented his feelings of frustration and hopelessness. Constructor was present during the phone consultation and he can verify that my husband was not abusive or threatening. Anybody could verbalize feelings of frustration and hopelessness if facing such a situation when you keep to verbalize valid concern and the company is completely ignorant to your concerns. So stating that "they have become abusive and threatening" is biased. If NGROUPART has completely ignored my phone calls and did not answer, how they could assume that I have been abusive and threatening?

  NGROUPART has stated "several emails were exchanged with the customer to answer their questions. Each subsequent email from the customer was a restatement and rehashing of all the questions." The truth is all the email responds form NGROUPART were general information about how their company constructs the doors. All specific questions and concerns that I have emailed to them were not answered. That is the reason why I have been sending emails with restatements. Till now NGROUPART has not responded to my emails with restatements. 

  NGROUPART has stated "we responded by sending a design drawing of the lock position that was in compliance with the local code." Yes NGROUPART has responded by sending us modified and falsified drawing in compliance with the local code. I am very sorry that I have to repeat and restate again that that modified drawing had only one hole that I don't know is supposed to be for lock or for handle and based on that modified drawing I have to ruin my special design to squeeze only 1 hole. 

  NGROUPART has mentioned that they have offered me refund of 60 % of the amount they paid for the production fabrication. This information is biased. I am going to include an attachment which is the ******* email to me offering me refund of $ *****. I am not an expert in math but I can do basic calculation and 60 % of 23, 561. 40 is not $ *****. In reality the 60 % of $23,561. 40 is $14,136.84. There is unpaid balance of $ *****. If I didact $ ***** from $14,136.84, the remaining amount would be *********. In the ******* email, I did not see any offer refunding me 60 %, he just offered me a refund of $ ***** with conditions. One of the condition is that I have to return the doors to them and the shipping cost for the doors back to NGROUPART would not be paid by them. This email from ******* offering me only  $ ***** and stating that I should take care of shipping cost is very disrespectful. After all the things, me and my family went through because of NGROUPART not constructing our doors timely, not finding delivery/shipping company and finally providing us wrongfully fabricated doors, I would never agree to ship the doors back to them on my expense and accept $ *****. I was supposed to move to my house on August, 2023. However, because of NGROUPART till now I did not move my house, I have been paying rent and my family has been going through a lot of hardship and challenges, because of not having main entrance doors. NGROUPART has been ignorant to all my concerns. I decided to order a new door from a local company. Ordering new door was not an easy process. I had to wait 2 months for my  new door to arrive. My new door has arrived recently, we installed it and then we started to bring our appliances and furniture from the storages. 4 months I have to pay rent for the temporary housing and the storages where I have kept my furniture.

  NGROUPART ahs stated "our assumption is that the customer's doorway was constructed wrongly from the dimensions they had sent and confirmed for us months prior." I have to emphasize that my doorway was constructed in a right way and my concerns does not have anything to do with the doorway or the dimensions of the door. I am again very sorry that I have to repeat and restate my concerns. My concerns are related to not being able to install door lock and handle. My concerns are related to NGROUPART not constructing my doors in the timeframe as promised and agreed and not delivering my doors timely. My concerns also are related to NGROUPART being ignorant to me and not responding to my calls and my emails, not providing answers to my questions. I have sent multiple photos to NGROUPART. And if NGROUPART did not like for some reasons the photos that I have been sending to them, they could ****************** with me and ask for another photo. So I don't understand NGROUPART stating "Each time, they responded by sending photos of the door lying flat on the floor." I would like to know what was wrong with sending pictures of doors lying flat on the floor. What is the difference if the door is on the floor or other position. The problem remains the same. The door is constructed in a way that is not possible to put lock and handle without damaging or ruining the special design.

  Finally, since it took so long form NGROUPART to respond us, we have packed the doors. We could not leave the doors to continue to lay on the floor flat. As I mentioned before, we needed to move our furniture to our house and the doors were occupying a lot of space. Besides it was hazard for the people who were working in our house, they could trip over and sustain injuries. Therefore, we have packed the doors. If NGROUPART wants to send someone to sit to check, measure and verify, we don't have any issues. That person who comes on the site, should be responsible to unpacking the doors and then packing them back, because we don't have space to lay the doors flat. We would be very happy if someone from NGROUPART would visit on site and check the doors and verify  that all the concerns that we had were very valid and the concerns were not biased. Again let me mention that there is nothing wrong with our doorway opening and the person from NGROUPART who will visit on  site to to conduct inspection, should check our concerns related to not being able to drill holes and install door lock and handle. I don't know why NGROUPART started to talk about doorway and the dimensions of the doors. Again let me restate, my concerns are not related to doorway and dimensions of the doors. Sorry to restate my concern is related to not being able to drill holes to install lock and handle. 

  I also have to mentioned that I have already install a new door and NGROUPART should have send someone to come and conduct inspection on site long time ago. Almost 4 months has passed since I  have raised concerns. I could not just continue to leave my house without door and wait until NGROUPART will respond me.  My house right now has a entrance door. However, it is a very good idea to send someone to conduct site visit and inspection. I don't have anything to hide and all my concerns have been valid concerns. I would love to share my concerns and show all the problems the doors had in person to someone from NGROUPART. 

  Customer response

  01/25/2024

  Hello 

  No one from NGROUPART has called me to schedule an appointment to come and inspect the doors.

  Since I did not receive any calls from NGROUPART, I am going to communicate with them. I will email ******* to see if it could be done ASAP. 

  Business response

  02/09/2024

  We received the letter from BBB that the case was closed in the middle of December and so we had no further reason to check our BBB account since then.
  Unfortunately, we also did not receive any letter via mail and we were unaware of the new message that was sent at the end of December. 
  
  Now, since the customer has agreed for an independent person to visit and check the doorway, we are happy to schedule the inspection. We will send a list of possible times for the visit by the middle of next week and we will plan accordingly.

  Customer response

  02/16/2024

  Based on the last message received from NGROUPART, they are willing to send someone to come and check the doors. I would like to do it ASAP. I would prefer if NGROUPART emails me the details of the date, time and information of the person who will conduct the visit. I also want to remind NGROUPART that whoever conducts the visit, has to address my main concern which is inability to drill 2 holes and install lock and handle without ruining the design and without violating CA building and safety code regarding installing door lock and handle (Door lock and handle need to be 34" to 48" above the floor). I also would like to emphasize that I am strongly recommending to record the whole process while NGROUPART representative will check the doors. Based on our past experience, NGROUPART has been accusing us (meaning me and my husband being abusive). In order to avoid such accusation later, me and my husband would like to record the whole process so we will have prove to protect us from wrong accusations. I have mentioned in the past that the doors have been packaged because I did not have space to store and could not leave them outside. I would like NGROUPART to know in advance that the doors are packaged and their representative has to unpackage them to do the examination. Since we did not heard from NGROUPART for a very long time what to do with the doors, we did not have any other choice than to package them. I hope I will hear from NGROUPART soon what date and time their representative will visit us. 

  Business response

  03/14/2024

  We spoke with the person who will be doing the inspection for us and he is available on the following dates:
  
  03/16 between 12 - 2 Pm
  03/23 between 12 - 2 Pm
  
  
  We  would like to mention important information. This (person) inspector who will conduct the visit for us has no relationship with and is not an employee of Ngroupart LLC. He has no information regarding the door and will not be able to answer any questions regarding the door, door lock, quality, packing, shipping or code requirements.  
  
  
  He is only going to perform some measurements for us according to the information we provided him and check the condition of the door. He is going to record all the steps and all the communication during the visit since we've had previous unpleasant experiences during this engagement. We are trying to make the process safe and clear for everyone.
  
  Please let us know if this time works for you. 

  Customer response

  03/15/2024

  I would like to proceed with the appointment on 03/16/24 from 12PM to 2PM

  I am still insisting that the inspector has to conduct inspection to address my concerns regarding the issue to install door lack and handle according to CA building code. If the inspector is cling not to address my concerns then I dont see any reason for this appointment. 
  I am ok to proceed with appointment and please tell the inspector to conduct his inspector to address only my concerns regarding the door lock and handle 

  also the doors are all packed. Please inform the inspector that he has to unpacked the doors. Since it took very long from NGROUPART to respond me, I did not have any other choice than to pack the doors and stir in my garage. 

  Business response

  03/16/2024

  Unfortunately we need to postpone our representative today's visit as you are still insisting to answer your questions by the person who is not working in our company. As we mentioned already several times this inspection is made to understand and answer only our own questions and only after that we can communicate the rest. 

  
  

  To continue to schedule our visit you need agree to our terms and not to open a conversation related to the questions you mentioned to the person conducting the measurements for us, as he is not aware of the situation and not related anyhow to the production of this door.

  
  

  Moreover we would like to mention that if you will still proceed with the questioning and brake our agreement the inspection will stop immediately and the person will leave your house.

  
  

  We would like to mention one more time and make sure that you agree that this visit will be recorded.

  
  

  
  

  We will be waiting for your response, to make sure you agree with the term of this visit.

  
  

  As we proposed we can make this visit on 23rd of the month which is next Saturday.

   

   

  Customer response

  03/20/2024

  Before we move forward scheduling the inspector's visit, I would like to clarify with Ngroupart why are they sending an inspector to my house who is not aware of the situation and who is not related anyhow to production of this door. I have been voicing my concerns regarding inability to drill holes  to install lock and handle on the front door custom made by Ngroupart. I don't understand why Ngroupart is sending an inspector to do measurements for the door not related to my concerns. I want Ngroupart to be more clear since I don't understand the reason of this inspector visit and explain me how that inspector's visit and his measurement can be beneficial to me to resolve my concerns related to inability to install the door lock and handle. I have been repeating my concerns for several months and Ngroupart keeps to stay ignorant to my concerns. This door was ordered to serve as a main door to protect my house from outside and the main door can not be without a door lock and handle. I have lived in multiple countries and I have never seen a house without door lock and handle. I need Ngroupart to address my concerns and questions. I want Ngroupart to clearly show where and how can we drill holes to install door lock and handle based. Am I asking really something impossible or unreal? I think as a customer, I really have a right to get answer to my questions. Is it really that hard just to answer me where exactly to drill the 2 holes to install the door lock and handle? I don't deserve this kind of treatment. This is what Ngroupart wrote in their response "To continue to schedule our visit you need to agree to our terms and not to open a conversation related to the questions you mentioned to the person conducting the measurements for us."  What does this mean? First of all what terms is Ngroupart talking about? Does inspection has terms? Also mentioning that I should not open any conversation related to my questions, this sounds very rude. How do you imagine this whole process?  Sounds like a threat. This is how in interpret Nroupart statement. If I as a customer I don't agree that I should not talk, then Ngroupart will not schedule inspector visit. Seems like Ngroupart is not taking my concerns seriously and trying just to buy time. This is my first time, I hear there are terms for inspection. When Ngroupart suggested to send an inspector, they did not mention any terms. Now all of the sadden, when I agreed to have inspector visit, there are terms that I have to agree. If inspection is going to be based on terms, then I will come up with my own terms too. In this case, before we agree to inspector's visit, I have to verbalize my terms too.

  I will prepare my terms and share them before we schedule the inspector's visit. Also I hope Ngroupart will answer my question why they are sending an inspector who is not familiar with situation. I need to know the reason of the inspector visit. There is a big misunderstanding. Initially I thought, Ngroupart is sending an inspector to address my concern. If this inspector is not familiar to my concerns, please provide me explanation how his or her visit could be beneficial to my concern. Only after I hear response from Ngroupart how this inspector visit will be beneficial to my concerns, I am willing to move forward and schedule the visit.  

  Business response

  04/04/2024

  It seems like we're going over the same details again. In our previous message, we mentioned that the person would inspect the doorway, frame, and door according to our procedure. After the inspection, they'll inform us about the situation. From the start, we made it clear that this person isn't our employee and isn't aware of the project's details.
  
  Before, you didn't mention that this approach wouldn't work for you, so we proceeded with the scheduling. Now you're saying that whoever comes to the place must answer your questions, or else you don't see the point of the inspection.
  
  We've tried various ways to communicate and offered all options available. We even considered hiring someone to come and help us understand the situation better. However, you keep insisting that this person must answer your questions, which we've already discussed many times. It feels like we're not making progress, and we suspect that the main reason for the return might not be our door but rather an issue with the wrongly built doorway or other factors.
  
  Despite this being a fully custom door that can't be returned, we're offering one final option: if you ship the door back to us (shipping costs won't be covered by us), we'll unpack it on video to ensure it's undamaged. If it's in good condition, we'll proceed with a refund of the production cost, which will take ***** business days.
  
  Please let us know the next step.

  Customer response

  04/12/2024

  NGROUPART keeps to accuse me in things that I haven't said and I haven't done. In their response NGROUPART mentioned " Before, you didn't mention that this approach wouldn't work for you, so we proceeded with the scheduling. Now you're saying that whoever comes to the place must answer your questions, or else you don't see the point of the inspection." I need to do clarification. This is a very wrong accusation. I have not made such a statement. In their prior response made on March 18, 2024 NGROUPART has stated " To continue to schedule our visit you need agree to our terms and not to open a conversation related to the questions you mentioned to the person conducting the measurements for us." I think in the *** there is a freedom of speech and no any business has a right to ban a customer from asking questions regarding her concerns. I don't see anything wrong if I as a questions to inspector in a very normal way and if inspector can't answer my questions that is fine; however, on NGROUPART stating that I have to agree not to open any conversation is very rude and against my rights as a legal resident of this country. All I wanted was to clarify why I should not open  any conversation and I also wanted to know how this inspection will be beneficial to address my concerns. NGROUPART should stop accusing me in wrong statements and just simply answer how the inspection will be beneficial to address my concerns. This is very simple. However, if NGROUPART does not want to answer to my questions,  then the last thing left is to return the doors. 

  NGROUPART has mentioned that the shipping costs wont be covered by them. They did the same thing when they were supposed to delivered the doors to me. Even though it was mentioned in their contract the shipping will be on the business; however, their manager, ************************* was playing games with me all the time and coming up if different excuses not to ship the doors. I ended up paying out of my packet. I don't think this company has a system in place to ship their merchandise to other states. This is what I have been going through with them. So means if I did not take care of shipping, I probably would never receive the doors. 

  I need the doors out of my property ASAP. I have already suffered enough. I have done all my payments timely and was very patient with NROUPART and in response I have received very wrong doors that cannot be functional and they cannot serve as a main front doors. This is not my fault that NROUPART specialists failed to do their job and constructed doors that could not have lock and handle. They clearly knew about the problem and yet they were not honest with me and continued to play games with me. They have been postponing the delivery of the doors. Even though this is a custom door; however, I cannot accept those doors because they are not constructed the way I agreed and they cannot serve as a main door. 

   

   

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