Paid for sliding glass door and double front doors. Within 3 weeks the post on the front door broke so now can't use double doors. For the first 3 days I couldn't even secure my front door...very stressful. Turns out it was installed improperly putting too much pressure on it. I've been chasing the company ever since (now almost 2 months) and still no repair and no one ever calls me, I have to do all the tracking down. Never an apology for the inconvenience. I can't use the double doors to bring furniture into the house. Every time I call I am told their "guys" are too busy with other jobs. Was planning to do all the windows in my house with this company but that won't be happening now. Not impressed at all with the quality of workmanship or customer service.
- Approximate cost of services:
- $5,000.00
- Company Response
Dear Michelle,
We truly appreciate your feedback and your patience while we worked towards discovering the source of your issues. As we now know due to your porch foundation shifting from this year’s colder than normal stretch, the pressure of this upward force caused the system to not work as designed. We can understand why this would not be obvious & thus we are sure this contributed to the excessive force being put on the center post when opening the door in order to move your furniture, causing it to crack. We understand that initially adjusting the latch to allow the system to continue to work for the period while waiting for the manufacturer to remake the necessary post structure would seem to the uninitiated to be a very simplistic fix. However some processes are just out of our control. We do however take responsibility for not keeping you informed regularly during the process and for this we sincerely apologize. Improved customer communication processes have been adopted to improve the customer experience. Now that everything has now been fixed to your satisfaction, please do not hesitate to contact us if you should have any other concerns. As you know repeat & referral business is what any business relies on, and we truly strive to be the best we can be.
Sincerely,
Robert Maslen
President