Business ProfileforThe Window & Door Store

My patio door which I bought from this company was not sliding open or shut very smoothly; it was sticking all the time. The company said that a service call would be $150 (if I remember correctly) and parts if needed, would be extra. Since it is our back door, I agreed thinking that the door would be "fixed." Service person took the door out, said the wheels were rusted but the screws were rusted also and they couldn't get them out with a screw driver, sprayed lubricant on the wheels, put the door back in, and left. A week later we had the same problem. So we (a 70+ couple) took the very heavy door out, drilled out the screws, tried to find replacement wheels at our local box stores, failed, put new screws in the wheels, and put the door back in. Ordered the parts from this company and when they finally came, took the door back out and replaced the wheels. So we paid a bunch of money to learn how to take the very heavy door out!

After reviewing your account and discussing your door with our service department the product was out of warranty and the mention of the $150 standard service charge was mentioned then. We scheduled the service and our tech came out and serviced the door which did not fix the problem as i understand. Your husband came in and ordered new rollers which were billed at a total of $33.92. He said he would install the rollers himself. So the total paid to us was $33.92. We did not bill $150 for our service tech coming out and all that was paid on your account was $33.92 for the new rollers. I apologize that the experience was less than you desired.

I just received a slightly patronizing letter from Mr. Mike *****. In the letter he states that he did not charge us the up front charge (that he told me about when I originally phoned for a door repair appointment) for a home repair visit. This is true. We could not find a charge in our bank account so obviously the repair man, Mark (when I asked about payment, said we would be billed) went back and wrote off the charge for coming to our house supposedly to fix the door by removing the very rusty wheels and replacing/ordering the wheels. Yes, Mike was a gentleman, but a other than lubricating the very rusty wheels while they were in the door, did nothing to FIX my door. My husband and I tried to find replacement wheels in Omaha and failed after my son-in-law spent 5 minutes drilling out the corroded screws. Yes, we than contacted this company to order new brand specific wheels and payed them $33.92. When my husband went to pick up the new wheels he told the seller that we did not need installation BECAUSE we knew how to get the door out, the screws were new, and the new wheels fit.
SO I THANK THE COMPANY FOR NOT CHARGING ME TO SHOW ME HOW TO TAKE THE DOOR OUT, NOTHING MORE.
THE COMPANY REPAIRMAN DID NOT REPAIR MY SLIDING DOOR.