Complaint Bought a door, went to schillings told them we didn't know what we should get because of where we were putting it (garage to house) we said we needed to know what kind of door and all the specifications. they asked if we were getting permits I said no, so we picked out a door and left. when we picked up the door our neighbor asked us to call the town to find out if we needed anyone to come out and look. I called town and the inspector said it needed to be fire rated. which I have no paperwork that says that it is. when I called schillings the first time I talked to **** (X-XX-XX)who said ******* (manager) would call me back. NO call back. I called a second time X-XX-XX Brandon took my call. and informed me that the door was fire rated. when I asked how I could get paperwork saying that he told me I couldn't and it would cost ******** He said the only way was when we ordered the door it would of been added then. WE DIDNT have that option because we were never told about the fire rating or the extra cost of it. I then asked what are you going to do about this door that we paid almost ****** for and now can't use. He told me there was nothing he could do. we were never informed about things that we thought they should of told us, and gave us the option of buying or looking elsewhere. seems like they just wanted to make a sale. so now we have to pay for their mistake of not giving all information to us. a ******* mistake. Product_Or_Service: Fiber glass door 2-26-14 Order_Number: XXXXXX Account_Number: In cl XXXXXX
Desired Settlement we would like our money back, due to the lack of information on their part.
Business Response Contact Name and Title: ***** ******** / Manager Contact Phone: XXX-XXX-XXXX Contact Email: *********@schillings.com ****** **** came in to our retail store and requested a price on a new glass door to install between the garage and the house. Our sales rep says they said you can't use that between the garage and the house. Then I believe another sales rep took them over after that and ended up selling them a door that they thought was what they wanted. It turns out the door the customer ordered was not fire rated. The customer says that we didn't ask if they wanted fire rated and our sales rep says the customer didn't ask for the door to be fire rated. There was obviously some miscommunication or misunderstanding somewhere along the line of this door order. As we believe in being fair to every customer of ours we would like to just take the special order door back and issue the customer a full refund to resolve the issue and hope to earn their business again in the future. Craig Trenkamp (Manager) spoke with ****** at 5:00pm 4/23/14 and agreed to take the door back for a full refund. The customer agreed and was thankful. The customer will be in within the next 3 days to return the door for a full refund.
OFFER: Full refund in exchange for returned product (Customer already verbally agreed)
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