Brown Street Auto Sales LLC

On 10/19/16, we received a Customer concern regarding their coating on their cellar doorLater that same day our Office contacted the Customer to schedule a remedyThe Customer notified us they are not available between 10/and 11/which would restrict us from coming out to him immediatelyOn 11/the Customer contacted us that they had returned and were availableOn 10/the Director of Operations called the Customer and advised we could schedule a date shortly and had a plan of action for is doorIt is unfortunate that the Customer used the Revdex.com as a venue to voice his warranty concern when in fact during the week of this letter we had attempted to remedy the issueOur Powder Coating Company fully backs their warranty and is a leader in the industryThe fact is the Customer turned away our crew as the Customer had a previous commitmentThis schedule problem is in part our fault for a miscommunication to the Customer prior to our arrivalFor this we sincerely apologize and have placed this issue as a top priorityAt this writing, the Director of Operations is scheduled to make a phone call to the Customer Monday11/to re-schedule the remedy where will gladly correct any coating issueCoating issues are very rareOur coating procedure far exceeds that of any door manufacturer in the countryWe look forward to a positive outcome to this shortly

CT Cellar Doors takes great effort to provide excellent Customer service to all our Customers as is proven by the hundreds of doors we install each year. Perhaps there was a mis-communication during a staffing change regarding the Customers door for which we sincerely apologize Regardless, the Customer chose to paint the hatchway on their own, rather than choose to have the hatchway coated with our premium powder coating option. Each door we install has either powder coating (optional charge) or a red oxide primer the Customer may paint themselves. Unfortunately, this places the responsibility of painting the hatchway on the OwnerIn good faith, we will send out another warranty packet to the Customer

Upon installation the customer did indeed notice light at the bottom of the hatchwayIn this instance, the Owner went out personally to inspect the job. The Owner himself inspected the installation and approved the installLight at the bottom of a hatchway is and requiredThis space
creates an area for the cellar to ventilateThis was explained to the CustomerConvection takes place within the pit or foundation to expel moisture and therefore reduces the chances for metal doors to rustUnfortunately we are unable to help this Customer with a hatchway they painted on their ownEvery uncoated door has a red oxide primer which is put on by the manufacturerAs with all painting projects, proper preparation of the surface is crucial for paint to adhereIf the paint the customer applied didn’t cover the metal door 100% or wasn’t compatible and not prepared properly it is indeed possible rust might occurWe encourage Customers to paint their door upon installation to avoid this very issue We highly suggest the customer, prepare the door properly, use a reputable paint supplier and repaint the door as soon as possible

Complaint: ***
I am rejecting this response because: if this business had told me when I first complained that they were not going to help me with the problem I would have proceeded to solve the problemThey kept insisting that someone would call me and and then I did not hear from themThen they told me someone from Bilco Doors would come out and I did not hear from that personThen they gave me his name and number and I contacted him directlyHe did not know why they were asking him to come out since they had not sold me a Bilco door but some kind of Standard Custom door and that *** from CT Cellar Door would be coming outAgain I did not hear from anyone so I called again with a number they gave me for B*** * ***e answered the phone and then finally I was told by *** that it was not a problem that CT Cellar Doors is responsible for!! I then called *** *** and was told that although the paint I used was okay in order to correct the problem I should use an alkyd oil based DTM paint but now it is too cold. By this time the weather has gotten too cold for me to paint it to correct the problem I thought they put in a name brand door but they did notAlso the papers that I received upon completion of the installation does not tell me which warranty I haveThere is no product warranty listed for a CCD-R Cellar DoorI have never dealt with a company that kept telling me that over and over again that someone would return my call and someone would come out to view the doorEven the last time I contacted them on a Friday I was told that on Monday I would definitely receive a phone call from themI did notI would like you to make other people aware of the treatment I received from this company
Sincerely,
*** ***

Connecticut Cellar Doors has corrected Mr*** issues to his total satisfactionWe sincerely apologize for any lack of communicationand any delayCT Cellar Doors, strives to achieve total Customer satisfaction and we work diligently towards this goalWe recognize that we had a error in
our Incident Reporting process which we have since correctedWe again wish to thank Mr*** for his patience and commit to constantly improve our internal operation and our Customer Service proceduresThank you

From: [redacted] [mailto[redacted]] Sent: Wednesday, December 07, 2016 6:15 PM To: Revdex.com <[email protected]> Cc: Steve Wolff <[redacted]> Subject: Re: You have a New Message from Revdex.com Serving Connecticut Regarding Complaint #[redacted]   D[redacted] Because of your efforts, we now have a very beautiful and functional Bilco door that we will enjoy years to come. We are extremely happy with our purchase and now feel confident that we made the right decision in buying our Bilco door from Connecticut Cellar Doors and windows. I will take every opportunity to complement and praise your company to anyone looking for replacement Bilco doors and windows. Please let your worker know that his efforts did not go unnoticed. I know the start of my initial complaint started us on shaky grounds but through your and others attempts, provide a way of working through our differences.  Again, I want to thank you and others for working to get this project finished by making it a priority project. Best Regards,[redacted]

On 10/19/16, we received a Customer concern regarding their coating on their cellar door. Later that same day our Office contacted the Customer to schedule a remedy. The Customer notified us they are not available between 10/19 and 11/11 which would restrict us from coming out to him immediately. On...

11/4 the Customer contacted us that they had returned and were available. On 10/14 the Director of Operations called the Customer and advised we could schedule a date shortly and had a plan of action for is door. It is unfortunate that the Customer used the Revdex.com as a venue to voice his warranty concern when in fact during the week of this letter we had attempted to remedy the issue. Our Powder Coating Company fully backs their warranty and is a leader in the industry. The fact is the Customer turned away our crew as the Customer had a previous commitment. This schedule problem is in part our fault for a miscommunication to the Customer prior to our arrival. For this we sincerely apologize and have placed this issue as a top priority. At this writing, the Director of Operations is scheduled to make a phone call to the Customer Monday. 11/21 to re-schedule the remedy where will gladly correct any coating issue. Coating issues are very rare. Our coating procedure far exceeds that of any door manufacturer in the country. We look forward to a positive outcome to this shortly.