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Consumer Complaints

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Premier Door Services, Inc.

Phone: (408) 281-3219Fax: (408) 281-4596

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Customer Complaints Summary

2 complaints closed with BBB in last 3 years | 1 closed in last 12 months
Complaint TypeTotal Closed Complaints
Guarantee / Warranty Issues1
Problems with Product / Service1
Advertising / Sales Issues0
Billing / Collection Issues0
Delivery Issues0
Total Closed Complaints2

Complaint Breakdown by Resolution

Complaint Resolution Log (2)
04/22/2016Problems with Product / Service | Read Complaint Details

This has been one of my worst customer service experiences in a very long time. I worked with two different people at the store (***** and ****). Sadly, they were not on the same page as one another and I was given quite a bit of misinformation. I should have known better and walked away. Instead I ordered a door through them. When I finally received my door, it was the wrong one. Somewhere along the way the folks at Premier Doors screwed up. By the time, I realized that I had received the wrong door, the installation guy had already taken off my old door. So instead of putting it back on, he just decided to put the incorrect door on until my correct door came in. Unfortunately, this incorrect door came damaged. And now, 8 weeks later, the paint has started to peel, too. (Shows how poor the workmanship is!)I've had to call and send email messages a number of times about the correct door that was supposedly ordered for me. I either get no response or responses from ***** that he'll look into it and then he never gets back to me. It's now been 12 weeks since I placed my original order, and I still have no update on my door. I have now decided to contact my credit card company to dispute the charges.
Product_Or_Service: Door

Desired Settlement
I request two things: First, I want to know what happened to my order? The correct door was supposed to come in on Sept 29. I want to know the truth. Did you even order it or did you give it to someone else or did you screw up on the order again?Second, I want you to rectify this situation. I waited 3 months for the right door. I never got it. You charged me a $600 deposit. The least you can do is credit me that as compensation for your poor service and the very long wait time.

Business Response
Contact Name and Title: ***** ****** / Pres.
Contact Phone: XXX-XXX-XXXX
Contact Email: ********
Sadly to say **** ***** ordered the wrong door or in her words screwed up. She designated the profile and once received she didn't like it. She also doesn't like the tempered stamps in the glass(required by law)and coincidentally wants to change the colors now. She was told 5 -6 weeks to get a replacement for the one "she" ordered wrong. She wants her money back which I have stated to her she will get when she gets a new door by someone else("she cancelled it")to replace ours and we'll pick ours up and give her the credit. I can forward her emails if you would like. Of course with most con artists they want the product and their money. Unfortunately we do not adhere to the customer is always right policy because allot of times they are not. It is best that we part ways and adhere to what was stated to us and not the lie printed above(again I'll forward emails). Blasting us on social media is okay by her, but 17k customers later, we are doing something right. Being in this business for 29 years now,I cannot and will not work for her again. There can be no resolution at this point!! Nobody is held accountable nowadays as a consumer and I just don't abide by that. Arrogant people think they can say and do what they want, unfortunately not with me. She will get her $600 refund when she gets a new door supplied and installed by someone else(simple). There is no issue with that. If were so bad, she should be happy to work with someone else!! Let me know if you need more information and I'll gladly forward the emails.

Consumer Response
(The consumer indicated he/she DID NOT accept the response from the business.)
This response is completely laughable. ***** was too busy attacking me that he never answered the question as to what happened to the order of my correct door.

***** is not only unprofessional but a complete liar. I did not order the wrong door. He and his incompetent nephew **** screwed up on the order. He even acknowledged it in a conversation we had and now he is completely denying it. I have emails of all documentation.

I don't appreciate being called a con artist, especially when I am the one receiving extremely poor service and not receiving the agreed upon product.

Where we stand now is that I have a damaged and incorrect door. Joel damaged it in transport and now the paint is peeling. It's **** workmanship! It's not even worth the $600 I paid in the deposit. Plus, all time and effort and my putting up with their incompetencies should warrant some kind of compensation.

***** may have been in the business for 29 years but he knows absolutely nothing about excellent or even decent customer service. To insult me and make false accusations only goes to show how lucky he is to still be in business!

I posted a complaint on my neighborhood website called Nextdoor. Interestingly enough, I received somewhere around 20 comments from neighbors stating that ***** did similar things to them.

I am happy to give ***** back his faulty door when I get around to getting a new door. The problem is that I don't have any extra time to search for a new door. I spent so much time ordering my door and dealing with ***** that I don't have the time to start all over again. Plus, I don't feel safe having ***** or his cohorts coming to my house to pick up the door at this point.

At this point, I expect nothing from ***** because he seems like a deplorable person. I hope he goes bankrupt!

01/20/2015Guarantee / Warranty Issues | Read Complaint Details

Vendor has responded to our inquiries with misinformation, delaying tactics,("we'll get back to you" - never happens),and anger
Product_Or_Service: double-pane replacement unit with a 10-yr warranty
Order_Number: ****

Desired Settlement
Replace the sealed glass (which has failed) with a new one. recaulk the new unit, indoors and outside,by a specified date and provide reliable information.

Business Response
Fortunately there warranty issue is with Milgard MFG, Inc. and not Premier Door Service Inc. We have allready sent the necessary paperwork to Milgard and they should have responded to them by now. They can contact the warranty department of Milgard direct at XXX-XXX-XXXX. Unfortunately with ******* trying to sidestep the process and threaten us, we are no longer dealing with the ****'s. As for delay tactics, I'm assuming the ****'s think they are more important that Milgards other clients and they need to be taken care of immediately which I get a kick out of. First client in 16 years and sixteen thousand invoices to be kicked out of our showroom. It is directly in the hands of Milgard. The original invoice number is XXXXXX XX/08/05 which has allready been submitted to Milgard. Premier will not be addressing this.

***** ******

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