ComplaintsforThe Window and Door Shop - Sacramento, Inc.

• Initial Complaint

  02/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was replacing 2 sets of double French Doors. I had a contractor place the order for custom these to be custom. On 8/11/23 and a check was paid for $8,433.08. The doors were delivered on 9/26/23. I hired a contractor to install the doors for an additional $2K. When my contractor came to install it was discovered that the doors were over 2 inches off so the house stucco had to be ripped out in the door jam to create room for these doors because the measurement of the custom doors was off. When I reached out to ********************* about this issue she sent me the measurements of what was ordered but the contractor had already started cutting the stucco so we had to stay with what we had and so it ended up costing us $4,500 to install. It is unknown if the doors were ordered wrong or the contractor mis measured so I let this one go because there was no way to determine who was at fault. Once the doors were installed we discovered that all 4 sidelights and 3 of the 4 doors had a blue tint to the glass. So they were ordered improperly. I reached out to **** and she sent someone out to look at the issue and they determined the best solution was to replace all the blue glass. The glass was measured and I was told it would take 3 weeks to get it in. This was in Oct. I constantly reached out for the status but it had not arrived. Finally on Feb 7th i was told the glass arrived so they came out to install. Only to realize that only 1 piece of glass was ordered and it wasn't even the right size. They offered to replace the doors all together but I would have to pay AGAIN to have them sealed and I told them they would need to pay for that and they came back and said they wouldn't and they would just replace the glass. So now I am waiting again for more glass to arrive with no guarantee the measurement is accurate. I have waited 6 months already and it will be at least 2 more months with no guarantee that it will be right because no one is measuring correctly.

  Business response

  02/22/2024

  The Clients first contractor provided measurements for two sets of wood Double French Doors with Sidelites.  The order forms containing the details,measurements, and Terms and Conditions were provided for the client and the first contractor to review.  The client signed off on the order forms and the accompanying terms and the doors were ordered.  The client fired her first contractor and hired another one.  After she received the doors, she emailed to inform us that the doors were too big for her opening. However, the doors were ordered and built to the measurements that were provided by the first contractor and noted on the order forms.  The new contractor charged her more to install the doors.
  
  On October 21, 2023, the client contacted us to report that one door panel and one sidelite had glass that didnt match the rest.  The doors and sidelites were ordered with **** Glass, which has a hue to it.  Again,the client signed off on that type of glass.  We submitted a warranty/service claim right away and in early November the distributor went out to the jobsite to look at the issue.  They confirmed that all pieces of glass were ****, but one door and one sidelite varied in hue from the rest. As a courtesy, the distributor agreed to order replacement glass for all doors and sidelites (8 pieces), so they would all have a uniform hue. Unfortunately, there have been multiple delays from the glass supplier.
  
  The Client is correct that the distributors technicians went out on February 7th; unfortunately, with the wrong glass order.  The technicians reported that while they were there, they noticed that the doors were not properly painted/sealed by her painter and were taking on moisture from the rain wed been getting.  As a courtesy, the distributor offered to replace one full door and sidelite panel.  However, the client demanded that the distributor replace all doors and sidelites, as well as paint/seal all of them and/or pay to have it done.  The distributor decided to rescind that offer and proceed with the original plan of glass replacement only.
  
  The Client noted that its been 6 months.  However, its been 4 months,which we agree is long and not ideal.  We have been diligently following up and staying in contact with the client.  We have communicated with the client every step of the way, letting her know the information that was given to us as soon as it was received.  We understand and empathize with the Clients frustration and we offered her a $500 credit for the inconvenience of the delays.  She did not accept the credit and insists on a full refund for doors that have already been installed in her home and have had no functionality issues.  Unfortunately, we do not have any control over material delays.  Our Terms and Conditions, which she agreed to when she signed off on them, state that we do not accept chargebacks for delays that are out of our direct control.   

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