Dubell Lumber

Review: My general contractor ordered a new [redacted] solid mahogany entry door system through the [redacted] for our newly constructed house. Upon delivery, we were unable to tell that the entry door system was not what we ordered. The delivered product contained veneer mahogany components, which cost less than the solid mahogany components. Nevertheless, [redacted] charged us for the higher priced solid mahogany entry door system, as ordered. The veneer product failed and was reported to DuBell on May 03, 2013. The veneer began to separate at the seams, which gave an appearance of finger joints pulling apart. I attempted to get an update from Dubell on my service request for several months. However, every time I called DuBell, the various employees stated that the person I needed to talk to was not in. The Sales Manager, [redacted], was the first DuBell employee to call me in reference to my service request. This phone conversation occurred on August 08, 2013. As a result of this long awaited conversation, a DuBell employee came out to my residence on September 13, 2013 to replace the defective mull posts. During the replacement of the mull posts, it became immediately obvious that the entry door system was not what we ordered. The mull posts were made out of a veneer mahogany product. If the veneer product had not failed, we would have never been able to determine that our entry door system was actually an inferior and cheaper product than what we had ordered and paid for. The DuBell employee took the veneer mull posts back to his shop. The integrity of the entry door system is now a concern. The mull posts are no longer secured by three fastening screws from the header and three from the sill. The mull posts were glued to the sidelight assemblies. These mull posts were left out of alignment from September 13, 2013 until September 30, 2013. As a result, the door and mull posts received damages from the misalignment and never were repaired.Desired Settlement: The DuBell Lumber Company must remove the partially reconditioned entry door system that was not what we ordered and the DuBell Lumber Company accepted payment for. The DuBell Lumber Company must provide us with a new factory pre-hung [redacted] solid mahogany entry door system, as ordered and paid for. Furthermore, because this situation is a result of an unauthorized and surreptitious change to our order, that the DuBell Lumber Company must take responsibility to install and finish the new entry door system and to fix any other damages associated to this replacement.

Business

Response:

' In response to complaint ID number [redacted], filed by Mr. [redacted], please be advised that the process to satisfy this complaint has begun and is moving toward resolution.The replacement door unit is on order and tentatively scheduled for installation in mid November. Mr. [redacted] is fully aware of this time frame and will be contacted with an exact date for installation when assembly and finishing of the door unit is complete.l have been personally involved with this complaint since August and DuBell has made every effort to resolve It to the customer’s satisfaction. This particular door unit is a type that we do not manufacture ourselves. The unit was ordered from a reputable wholesale supplier, Which is common industry practice. Unfortunately, this complicated the process of resolving the complaint.I believe if you Contact Mr. [redacted] he will verify that we are currently on track to resolving this issue to his satisfaction.Sincerely,[redacted]

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find their explanation to be accurate. The complication of a third party involvement did slow the resolution process down. However, DuBell and their sales manager, [redacted], are standing by the product they sold and are now aggressively moving forward to resolve this issue. The level of professionalism exhibited by both DuBell and Mr. [redacted] have giving me the confidence that this matter will be resolved satisfactorily and keep me as a repeat customer.

Sincerely,