Complaint Purchased windows and doors to be installed within 90 days- Doors were not same as solicited in display room and were defective upon installation. Purchased windows and doors purchased on April 19, 2014 and installed the week of June 7th. The vendor was notified of defective doors upon installation and pictures were taken. Manufacturer service representative inspected door and indicated that doors were installed without being primed and window insert was not their product, of which, voided warranty. Vendor indicated he would replace doors and should have them in by labor day. The product was not the same product sold in display room and was defective upon installation.
Desired Settlement Replacement of doors with certified 5 year warranty by manufacturer as written in sales agreement or refund for product within 30 days.
Business Response This response was provided verbally to BBB:
This situation was already being resolved before the customer filed a complaint. We spoke with him on Friday September 19 and scheduled an appointment for the next day. We completed this on Saturday and the situation is completely resolved.
Consumer Response This response was provided verbally to BBB:
The situation is now resolved, after many months of communication issues with the company. The doors were delivered defective in May. They said they would replace the doors in June. I called twice since then and they were really bad about following up and they didn't meet the dates they promised to meet. They became upset with me when all I did was buy doors and windows from them that came defective. They did call me on Friday to say they had the doors and they were out to install them on Saturday.
Final Business Response Here is my response to the customer's complaint.
1) The original windows and doors were indeed installed within the original time frame given. One defective door did take longer to replace.
2) The doors are made of the door slab and the decorative glass insert that is installed within the door slab. These two components are made by two different manufacturers. The doors were exactly the same as shown in the showroom from the very same door manufacturer. The glass insert portion of the door was an older sample that had since been updated with minor improvements but was also from the same insert manufacturer as displayed in the showroom. One door slab was deemed to be defective upon installation but was left installed until a replacement could be obtained. A replacement decorative insert was ordered and brought to the customer to see if the insert was different or better. The insert was indeed the same and the customer accepted that the product had been updated and was acceptable.
3) The doors do need to be primed and painted in order for the warranty to be valid. However, the door was found to be defective upon installation. There is no point in painting a door that is going to be replaced. In addition, the painting of the door was never part of the contract which both parties knew. The decorative insert is not made by the door manufacturer, but this fact has nothing to do with the door warranty. These doors have decorative inserts installed in them from several different insert manufacturers in thousands of doors across the country.
4) The manufacturer's representative needed to see the door before he could authorize it to be replaced. Due to the customer's and the representative's schedules, this took five weeks to accomplish. The replacement door was ordered but was not received until (9/19/14) 8 weeks after the representatives visit. The door was installed the very following day (a Saturday) and the customer was notified of the install date prior to his complaint being processed and presented to Sentinel Storm Protection.
In hindsight, the supplier of the door performed poorly on replacing the defective door in a timely manor. Unfortunately, Sentinel Storm Protection as the contractor had no ability to speed up the process other than what was already done.
Thank you for your time. If you have any questions please do not hesitate to call.
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