Complaints

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.

• Initial Complaint

  Date:10/05/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  OpenEnclosed has been the opposite of customer care and satisfaction.
  1. No call or update on product.
  2. Showed up unannounced.
  -Doors damaged on edges, groves and by metal strip.
  -Doors were not the color selected.
  -Weather stripping does not meet the threshold.
  -Brown striping between black doors.
  -Wood used for frame was warped. Corner cuts do not meet. Numerous nails were use to compensate the warped wood. The frame is riddled with with nails. Painted nail holes w/paper towel w/different finish of paint.
  -Gap between the double doors is to large, hardware is very visible, lock barely latches.
  -Have to push doors harder to close.
  -Many sticky patches on both doors to correct gap problems.
  -Plaster damage inside walls.
  -Concrete damage on threshold.
  -Marks all over the walls.
  -Light gaps between door.
  3. I had the supervisor Ralph Estrada and sales Austin Fox come out. It was agreed that the doors were installed poorly, the color was incorrect (finishing was done by OpenEnclose). It was decided that new doors would be ordered.
  4. I called numerous times and left messages after 4-5 months of waiting. No communication from OpenEnclose. I called and asked for a refund.
  5. Approximately 3 weeks later unannounced they show up at my house (just had a total hip replacement). Without contact or response they disregarded my request of a refund.
  6. Called to talk to the owner Colt Barrons, he refused. I no longer trust or want to deal with OpenEnclose company. I do not want further damage to my house, nor low quality doors or installation. They have refused to give me a refund. Options Ralph proposed: 1-they drop off the replacement doors for an additional $2,213 payment (makes no sense) no install. 2-Install the doors for remaining $2,487.68 (don’t trust). 3-leave the current doors and write off the balance, leaving me paying $2,487.68 to Open Enclose for doors that are the wrong color, installed poorly and need to be replaced.

  

  Business Response

  Date: 10/12/2022

  Open Enclose strives to provide the highest level of
  customer
  service and satisfaction. The double entry doors that were
  installed originally had some cosmetic issues and a few
  minor
  functional issues that we attempted to address following
  installation. Adjustments were made to the hinges to bring
  the
  door within proper alignment. The customer initially agreed
  to a
  black painted interior with a dark stained exterior. The
  exterior finish on the original replacement doors was not
  correct. Due to the dark finish, we could not refinish the
  existing doors and ended up ordering an entire new door unit
  for the customer. We did have to wait a couple months for
  the
  new doors to arrive and once ready we called customer to
  schedule the installation of the new door unit. On 8/5/2022,
  the customer stated that she was having surgery at the end
  of
  month and does not want installed while recovering from
  surgery. On 9/6/22, Ralph spoke with the customer who stated
  she was still recovering from surgery and to call back in
  two
  weeks. At that time, she asked for a refund, but we had
  agreed
  with customer to order the new door unit so we advised that
  no refund would be given at this time. Multiple messages
  were
  left to schedule installation following that conversation.
  On
  10/3, we presented the customer with 3 options to find
  resolution regarding these doors.
  1. Allow Open Enclose to install the new door unit with
  correct finishes and pay remaining balance.
  2. Open Enclose will deliver the new door unit and customer
  will need to find another installer to install the doors.
  Open Enclose would remove the installation charges from
  remaining balance.
  3. Customer can keep the currently installed doors and
  Open Enclose will write off remaining balance. Customer
  would not receive the new door unit.
  The customer stated she would not pay any more for the
  doors, so in our view she agreed to option #3. After that conversation, she
  filed a complaint with the BBB.
  
  As a company, we feel these are fair options to find a
  resolution
  for this situation. We have been more than willing to work
  with
  
  the customer to find a solution, yet now the customer is
  unwilling to let us uphold our end of the agreed upon
  solution to install the replacement door unit that we ordered for her.

  Customer Answer

  Date: 10/15/2022

  In response to OpenEnclosed letter addressing my complaint with BBB. 
  1. Called numerous time starting end of May, June and July no response. In July I requested a refund and cancelling of the doors.
  2. No one responded to my request to cancel the doors and receive a refund. 
  3. It was only AFTER I requested a refund that I got ANY response. Which was the installer showing up at my house unannounced with no appointment and no call from OpenEnclosed. Quote from installer was “OpenEnclose does this all the time, that it’s been a real problem.”  Ralph also stated that had been a problem. I just had surgery and did not accept installation. 
  4. It was only after I requested cancellation and refund that I received any calls and responses from OpenEnclose, specifically Ralph. It was clear after talking with Ralph that OpenEnclose would not take responsibility for their service, customer care, product quality and installation quality seriously. I asked to speak to the owner, also left a message for the owner to call and basically Ralph said I’d only be talking with him. The owner refused to deal with his customer regarding unsatisfactory work and product. 
  5. The response and options from OpenEnclosed did not in any no way built confidence that the door would be better quality or they would do a better installation. I was unwilling to have further damage done to my house. My time and effort was already way to extensive and I was unwilling to give more to receive the same unprofessional service. 
  
  
  Statement from Open Enclosed in response to BBB said doors and installation had “minor”aesthetics issues is very much an understatement. They were major. Also stated that they repaired and adjusted the doors to bring them closer together is false, this did not take place. No one has done any adjustments after the initial installation. 
  
  
  The quality of the doors, damage to doors, poor painting, wrong color, wrong trim, warped trim, customer care and bad installation demands a refund, not more of the same. 
  
  
  Thank you for your help. 
  

  

  Business Response

  Date: 10/18/2022

  It was stated in the customer's original complaint that she
  had been calling and leaving messages for 4-5 months, and approximately 3 weeks
  later Open Enclose installers showed up unannounced.   However,
  this was contradicted in the customers response letter where she states that
  she had tried calling at the end of May, June, and July with no response.  This is also inaccurate as you will see in the
  detailed call log below.

  
  The door was installed on Friday April 1st 2022, on
  Monday April 4th 2022 Open Enclose was notified by the customer that
  she was unhappy with the new door, on April 12th 2022 an Open
  Enclose representative met the homeowner onsite to go over the complaints regarding
  the door, at which time the agreement to order a new door was made between the
  customer and Open Enclose.  The customer
  was also informed at this time that the lead time on the new door was approximately
  14-16 weeks (3-1/2 to 4 months).  On
  April 20th 2022, the customer was contacted to let her know that a manufacturer
  rep would be going by on April 22nd to verify measurements to ensure
  that there would not be any issues with the replacement door.  At this time the customer requested that
  there be changes made to the new door, a door pull and deadbolt instead of a handleset.  The Open Enclose representative that was on
  the call stated that they would look into it and give her a call back.  The next day, April 21st, 2022 the return
  call was made to the customer to inform her that the changes she wanted to make
  could be made, but there would be an additional charge for the door pull that
  she wanted.  She made the decision during
  that call to keep the hardware that she had originally picked.  The next call to the customer was made on May 31st 2022 to inform
  the customer that the manufacturer had given a delivery date and that we would tentatively
  set her installation date for Aug. 5th.  Another call was made on June 7th 2022 leaving a voicemail with the same message.  Then there was another call made on June 28th with another voicemail left stating that the doors had arrived, they needed to
  be checked in and prefinished and the installation was set for August 5th.  On Aug. 4th another call was made with
  another voicemail left to confirm the August 5th installation date.  On August 5th an Open Enclose crew
  was dispatched to install the replacement door where the customer turned them
  away and stated that she just had surgery and was going to have another surgery
  at the end of the month and that she would call to get rescheduled.  The Open Enclose installation manager called the customer on
  9-6-2022 to attempt to schedule an installation date that worked for the
  customer and at this time she stated to call back in two weeks because she was
  still recovering from surgery and that she would like a full refund.  This was the first request that Open Enclose received
  for a full refund.  Open Enclose stated
  that they would call her back on 9/19/22.  There was a call made on 9/19/22 with no answer and a voicemail left and
  the same on 9/23/22 and 9/28/22.  On October 3rd 2022 contact was finally made with
  the customer where Open Enclose presented her with three options, those were
  stated in the Open Enclose response letter.

  
  As you can see with the call log above, there was no lack of
  communication or attempt to communicate from Open Enclose.  Open Enclose was upfront with the length of
  time it would take to get a replacement door when it was agreed upon to move
  forward with the replacement door and would have completed the replacement of
  the door within the aforementioned timeline had the customer been willing.  Open Enclose would like the opportunity to
  complete the door replacement and fulfill the contract that was agreed upon, but if the customer is unwilling to allow Open Enclose to perform any further
  work then Open Enclose has given two other very reasonable options.