Spoke to Arnold with respect to completing the service at his home.
To replace one pc of interior wood casing trim. We always stand behind our products and service, sometimes it takes a little longer to get the service done because of certain reasons but, customer satisfaction is always crucial and important to our company. Our service department should have called our customer to provide him with a time frame of when we were going to get the service done.
With any product that is custom-made, there is always a chance for delays in manufacturing of that product. We have to rely on the manufacturer of the product and cannot install it until we receive it.
With respect to the installation, we have inspected it and there is no problem other then the bottom sweep being installed too low on the door. This caused the door to rub on the bottom sill, and eventually tore off 3 of the 5 sweeps. The sweep is adjustable, the bottom screws could have been loosened and this would have adjusted the sweep so that it would not rub and cause the sweep to tear. We have never said that we would not replace the sweep, we should have taken care of it sooner, but, sometimes we cannot take care of minor issues quickly, because of certain circumstances. With respect to our lifetime warranty, it must be understood that certain items require regular maintenance in order to make them last. We are not perfect, but, we take care of our customers and even though this customer is not satisfied, we will still take care of the door sweep.