ComplaintsforSuperior Aluminum Installations, Inc.

• Initial Complaint

  09/17/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a screen door from Superior Aluminum doors thinking it would be good quality. I should have read their bad reviews on ****** first. After waiting 2 months to get the door, I called to cancel. They told me to give them 1 more week, because the door came in defective. A week passes and they sold me the defective door anyway. They never returned my phone calls. So 2 months after I filed a dispute on my credit card, the management responded to the dispute stating the door was not defective and it got damaged from my contractor. I don't do business with dishonest companies. I found a better quality door at Lowes and it was half the price.

  Business response

  10/07/2021

  Business Response /* (1000, 5, 2021/09/21) */ We did order the custom dog door for this customer at the time of purchase (6/11/21). Due to Covid, materials have been taking longer than normal to arrive to us. When she called asking about the door, we told her the door should be available to pick up a week later. The screen door with an extra large dog was ready for pick-up the first week of August. The person who picked up the door did not state any concerns with the door at time of pick-up, nor would we sell a knowingly damaged product. She later called our office complaining about the door to our warehouse manager, who offered to look it and make any needed adjustments if she brought it back in. She did not make a return call at that time, nor did she bring the door in for adjustment. She disputed the charge with her credit company and the credit card company found in favor of us, as we did fulfill our end of the sales agreement. When the dispute wasn't decided in her favor, she contacted out office very upset. Our vice president reminded her that it clearly states on her receipt all counter sales are final. There is nothing structurally wrong with this door. She hired someone else to install it, and we have no control over what happens to the door once it leaves our premises or the ability of the installers she hired. Attached is a photo of the signed receipt clearly stating sales are final. The case number listed is the case number assigned by the credit card company. Consumer Response /* (3000, 7, 2021/09/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) The business is still being dishonest the case is still open with my credit card company and I was never offered to bring the door in by the warehouse manager. "Mike" must have been pretending not to be the manager since I have been calling the business weekly and discussing this with "Mike" and NEVER received a return call back from the manager. There is no way for the door to be adjusted, it is a manufacturing defect and there are cracks in the dog door. Business Response /* (4000, 9, 2021/09/23) */ I again spoke with my warehouse manager to clarify details of the conversation he had with Ms. *****. Whomever picked up the door for her did not express any concerns about the door at that time. When she later called the warehouse, Mike immediately offered to make any needed adjustments to the door or even change the size of the kickplate that holds the doggie door to meet her satisfaction (to clarify, prior to ordering the door, Mike showed Ms. ***** a sample of the custom dog doors we use so she would know exactly what she was purchasing). After Mike offered her these two alternatives to her, she stated that she had already taken the door off the hinges and purchased a different door from a store. The customer clearly signed an agreement stating all sales are final, yet we still offered her an opportunity to make any changes to the door she requested in order to satisfy the customer. We are a family owned business and have been in business over 42 years. This customer has made a concerted effort to slander our name on every social media outlet. We have now sought legal counsel to address this. Consumer Response /* (4200, 11, 2021/09/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have provided honest feedback of your business from my experience. My calls were never returned. The agreement, I signed for was to be sold a flawless door, not one that was defective or needed adjusted. The defects were not noticed until the next morning and they were proven to be manufacturing defects. I trusted this company and was provided terrible service. Please correct this and refund me.

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