Banc One Mortgage Corp.

First I must say that the manufacturer was given all of the photos that the customer provided as well as all of the measurements that the customer providedBased on the measurements of the opening and the measurements of the door, it was made correctlyThe issue is that the brick overlaps the
frame of the metal firebox and did not allow enough room for the frame to fit in the confined spaceNumerous measurements should have been provided of the space between the brick facing as she insisted on an overlap doorAll of the information that a customer would need to order a door for their fireplace is on our web sitesThat particular door is built to overlap 3/8" on all sides but yet the customer's brick facing did not allow that amount of overlap on all sides.The customer was in contact with our customer service rep and they were exchanging emailsShe was given instructions on re-packing the door and that we needed a picture of the box when it was ready to be picked up, she was given an RMA# and told when the door would be picked upEven knowing that the door was going to be picked up and was scheduled, the customer filed a chargeback with the credit card company and we are charged an additional feeImagine our surprise to open our email and find that she file a complaint with the Revdex.com but also filed the chargeback - after she was advised that the door was being picked upI feel that the customer did that out of spite and no other reason. Thank you