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:07/03/2023

  Type:Product Issues
  Status:

  ResolvedMore 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.

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ***** *******

  

  Business Response

  Date: 07/11/2023

  Customer purchased Entry Doors from our company, installed 5/15/23.  We do not sell or service Alarm Systems - our installers will reconnect pre-existing alarm contacts to the new door the same way they were on the original door.  Most commonly, there are no problems with simple reconnections.  If there is an issue, it is known during installation and the customer is responsible for handling repair with their alarm company.  Our installers are carpenters, not alarm technicians.

  Mr. *******'s alarm worked for a few weeks after the installation.  He called 6/17/23 requesting we come out, attached work order notes "front entry door issues" and our office scheduled the warranty service for 6/19/23.  We do not have the training or expertise to assess problems with customer's alarm systems and the customer was advised to contact his alarm company.   Technician's notes "*(he wants to bill us) for ADT to fix".  6/20/23 Mr ******* emailed his Salesman attaching the ADT invoice advising the technician told him we would pay for the bill.  Sometime between 6/20 and the 7/3 (date of BBB Complaint) our Salesman did talk with Mr. *******, explained alarms are something we do not service and would not typically pay, but he would speak with management.  This was just before the holiday week when we had staff taking vacations which is why it wasn't addressed promptly. 

  7/11/23 - I spoke with Mr ******* this evening, apologized for our delayed reply to his request due to my being out of the office.  Explained the reasons we cannot be responsible for expenses related to customer's alarm systems.  HOWEVER, agreed to cover this $63.57 expense as a Customer Good Will gesture.  Our Office Manager will either cut a check or process a credit to his credit card by the last week in July.

  **** ****