ComplaintsforScardino Doors, LLC

• Initial Complaint

  03/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  August,2021, I contracted with Scardino Doors to have them fabricate a French Steel Door for my home.Purchase price was $7200. Half at order onset,second half a few days prior to install. Owner measured the opening(preexisting wooden door present) ,wrote up a contract which I signed and then ordered new door to be fabricated.On March 3, 2022, after paying second install for purchase, installer brought new door to my home. After removing old door, installer advised me that door had been mismeasured and he was going to have to fill in large voids between brick and new door with more than brick mold and silicone.He advised jambs should have been 6 inches ,not 4.5 inches.After 8 and 1/2 hours the rigged up door was completed vs normal 2hour install time. At onset of new door tryin , I did immediately call Mrs *********************** the representative we had been dealing with.She advised it was normal to fill in voids as mine with extra raw wood, metal cuttings, brick mold and silicone.She advised that contract included measurement for door opening and it was my responsibility to measure after them for accuracy.Following this experience, my husband and I reached out to owner. He came to site and remeasured the door.We hoped he would show good faith, offering to replace the door. Instead he verified the wifes defense that it was my fault with mismeasurement.Please advise if you need photos or communication emails.As you can tell, we are very disheartened with this companys professionalism and lack of ethics.Thank you for your attention to this matter.Sincerely,******* G Press,DDS

  Business response

  04/21/2022

  We'd like to thank Dr ***** for her order of additional door(s) from our company. She had previously placed two prior orders of our doors for her home with excellent installation results, she told us.

  As with ********** door installations, our installers are third party subcontractors and are not familiar with the customer's original order requests or requirements. As such, we've found it is not fair 

  to them, for us to expect them to be familiar with all aspects of customer's order(s). The ******************** were indeed supplied to the customers requests. Please see attached photos of installation. We would be happy to visit with Dr ***** again to further explain the installation process and the concept of outswinging doors which operate differently and have a different appearance than the two previous inswing doors she purchased from us. Thank you

   

  Customer response

  04/24/2022

   
  Complaint: 16954595
  
  I am rejecting this response because:

  
  As one can see in photo, metal frame, bilaterally, does not extend to full opening and therefore threshold stops abruptly. Large gap filled in with raw wood, cut piece of aluminum metal, and brick mold. This rigging necessary to keep elements out. If I had purchased this door at *********** I would have expected to do measurements myself, and to sub contract installer. Instead, I contracted for $7200 for you to properly measure and install with someone familiar with your product. 
  
  
  What an unprofessional way to conduct a business. Instead of doing the ethical thing, and replacing, you blame the customer for improperly measuring. 
  
  
  Thank you for your attention to this matter.
  
  
  Sincerely,
  ******* Press
  

  Business response

  04/28/2022

  For Scardino Doors, I personally measured for the door replacement in question because this is an important customer to us.
  

  I explained to the customer how the door would appear once installed. I explained that it would appear differently than the other doors she ordered from our company and she understood that, since this would be an outswinging door vs  the others are inswing.
  

  As per our standard policy and as with her previous orders, we provided *** drawings for the customer to review and approve, which the customer did. 
  

  The ******************** that were installed match to the *** drawings the customer approved in writing.
  

  We arent sure what further explanation may be helpful but we are willing to engage as necessary. 
  

  Thank you 

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