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Business Profile

Door Installation

Nu-Steel Door Systems

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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  • Initial Complaint

    Date:19/09/2024

    Type:Billing Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    My original quote was ******* I paid *******. because of a measurement mistake. Springs are measured by total length, distance of 20 springs and double checked by, diameter of the wire times 20. My spring diameter is 5/16, times 20 is 6-1/4. the springs were made wrong regardless of questioning the mistake of 7-1/4. The workers brought the springs and looked at mine saying these are wrong, way to big. Yet they continued to install them with much difficulty tightening them complaining. when they let the door go it almost flew of the roof rails smashing to the stoppers and jumping the side cables. * *** ***** *** **** ****** *** **** **** **** They took my original springs as to measure them, which could have been done right here? a week Later returned with the new springs and returned mine. again I was upset because my original springs were stretched and unwound? *** * ***** **** *** * ******* ******* they installed them and tore chunks out of my wood door with their ladders, **** *** ******. Now I received a email saying I owe $******* I should never been charged double for the pros not seeing or questioning the mistake. ***** **** *** ****** *** ****** ********* **** *** ********** ***

    Business Response

    Date: 24/09/2024

    The total invoice are $******* and only paid $******* leaving a balance of $****** owing. 

    The first service call on May 24, 2024 - Broken Spring - Replaced both with customer supplied springs - door shot up: incorrect spring. Had to put winding end on shaft to bring door down, took winds off until we return.

    The second Call - May 31, 2024 - Replaced previous springs with proper springs (Customer Supplied ) checked over door - Good. 

    The Customer supplied the spring wire size, which was substantiated by another door company who also called us for pricing on the exact same spring for you. You had also ensured us you know what you are doing as you have a history with working on doors. Doubling of the spring size would mean your doors have .177 or .188 wire on your large wood doors, that wire size would have been much worse and would only work on a small 6x6 light door. We still have all the measurement on file to reference. 

    We could have came out and measured them ourselves, called them in and had them made up correctly while 1 guy returned to get them, as per our usual. But you didn't want to do this so we worked with you. 

    *** ****** ** ** ****** *** ****** ** ** ********** ******* *** ** *****. And all along we continued to help you out.

    When you came to the shop we worked with you again and I thought we came to an agreeable resolution to help you out 

    We even gave you a deal on the spring wire to help with your cost. 

     

    Customer Answer

    Date: 24/09/2024

     

    Complaint: ********



    I am rejecting this response because:  the issue is not how i did in fact install many doors and springs. in fact I installed the new doors in which these door springs came from and i did install them and the door we are talking about. Your brother explained how easy it is to measure them. your secretary sent me the list of  measurements needed, i have never measured springs in my life.

    SO when I admitted to holding the tape on the one inch mark and forgot to minus it. it became 7 and one quarter rather then 6 and one quarter. This is all I understand.  20 coils is equal to 6 and one quarter also. I do not care what your explaining about doubling anything this is YOU not me. you as a pro should have seen the 20 times five 16ths did not match 7 and one quarter. 

    AS YOU EXPLINED AGAIN your men could have measured my springs when they arrived and then left. RIGHT???? especially what they where saying ALLREADY, they said obviously they are wrong these are to big, **** ******* ******** ******** ****.. but no they ********* preceded to waste 5 hours.  

    it took 2 of them on one bar pulling the spring possibly damaging all the rest of the door components.

    THEN I was upset from what a happened, and the ladder damage  happened.

    WHY DID THEY CONTINUE TO INSTALL WRONG SPRINGS. * ******* *** *** **** **** ****** ******* ** *** ******* **** ******** 

    I said if you continue for the ****** dollars of headache and door damage I will  take you to small claims **** **** ** ********* ****** *** **** *** ******* *** **** ***** ** ******** 



    Sincerely,



    Raymond *******

    Business Response

    Date: 17/10/2024

    **** *** ** ***** ***** *** *** ** **** **** ***** ******* *** ****** ******** ******* **** we did everything that was asked of us, we worked with him and even Gave cost savings to help him out and were transparent all along the way **** ** *********** 

    RE:  SO when I admitted to holding the tape on the one inch mark and forgot to minus it. it became 7 and one quarter rather then 6 and one quarter. This is all i understand. 

    Answer: That’s fine, people make mistakes. Unfortunately, this was not brought to light until after we did the original spring installation and determined they were wrong.  And this was all we had to work with

    RE: 20 coils is equal to 6 and one quarter also. I do not care what your explaining about doubling anything this is YOU not me. you as a pro should have seen the 20 times five 16ths did not match 7 and one quarter. 

    Answer: I Don’t understand what your saying here about matching, but The 20 coils original measurement you gave us of 7.25” was checked by us and confirmed as an actual wire size that is used on larger doors.  

    RE: AS YOU EXPLINED AGAIN your men could have measured my springs when they arrived and then left. RIGHT???? especially what they where saying ALLREADY, they said obviously they are wrong these are to big, **** ******* ******** ******** ****.. but no they ********* preceded to waste 5 hours

    Answer: Initially there was no reason to doubt them being wrong.  They did not know anything until after they were installed and found them to be incorrect. Further you insisted the techs get the door working as you needed to get your door open to get your Boat out, so they stayed and did their best to help you out and get the door into a usable state for you as per your wishes.

    RE: WHY DID THEY CONTINUE TO INSTALL WRONG SPRINGS. * ******* *** *** **** **** ***** ,Answer: This is False, If they knew they were wrong they obviously wouldn’t have installed them or want to install them. Everyone involved here can attest to that. We have nothing to gain in doing this and in our 50 years in business have never done so. We simply would have made the correct springs- we have no shortage of them.

     

    RE: r pulling the spring possibly damaging all the rest of the door components.

    Answer: false accusation, cannot & did not happen.

     

    RE: WHY DID THEY CONTINUE TO INSTALL WRONG SPRINGS. * ******* *** *** **** **** *****, BECOUSE OF THE OBVIOUS MATH MISTAKE? 

    Answer: They did not know the springs were wrong until after the fact, when the door did not counter balance properly, they then unwound them. The math mistake was not identified until after this trip, when we had access to the old springs.  What you seem to believe is irrelevant, the fact is nobody knew until after the first trip. Again the wire size you gave us was substantiated to us by the other door company that called us looking for the exact same wire size we brought to site for you.

    Not sure why all this is being said now , this was all clarified and agreed upon at our shop in front of myself and 2 other people before we even returned the second time to do the new springs.

    If this ******* is all over the $*** left owing we have no desire it continuing and will credit the $****** to his account

     

    Thank you

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