Canyon Custom Doors

We received a complaint from one of our customers through you. The complaint ID # [redacted]. Regarding an order we did for [redacted]. 

[redacted]'s ordered 2 entry door units last year that were shipped out in July. When they received the product one of the units...

we had hung the door with the wrong swing on it. The customer called and we told them they we would fix it, but they would have to send the product back to be fixed. They never sent the door back to be fixed. So we consider use as acceptance. Where they installed the product didn't have an adequate overhang and now all the finish is coming of the doors and frames. Wood doors are susceptible to the elements rain and sun. We tell our customers that they need to have a proper overhang where they are installing our product. They can install it without the proper overhang but they need to pay close attention to the finish on the product. The finish will break down faster without proper overhang and the doors will have to be touched up and refinished on a regular basis. 

So since they used the product and didn't send it back to be fixed we feel that this complaint is unjustified. 

Sincerely, 

Canyon Custom

The terms and conditions of sales are clearly defined on the order acknowledgement and were agreed upon by signing and returning said acknowledgement. The cash term for this order were 50% deposit/balance prepaid as shown on the order acknowledgement. 

The warranty guideline that our doors need to have a proper overhang is also defined on the order acknowledgement. The overhang was found to be inadequate during the site visit with the customer and our sales representative on April 18th 2014. Due to the improper overhang the door finish has deteriorated. This has allowed water to penetrate into the material subsequently causing further damage.

The attached is a copy of the order acknowledgement for review of the cash terms and warranty guidelines. Additional details concerning proper overhang can be found on our website [redacted]. 

Kind regards, 

General Manager

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Regards,

To whom it may concern,

When we placed our order with Canyon Custom Doors they never discussed there warranty with us. When we placed our order we received a fax stating they require a 50% deposit, which we were ok with. I requested color samples which they followed up within a timely matter. Then we got notice that the doors were ready to be shipped and they want full payment before shipment (never discussed).   We called and said we would like to hold 10 percent until we received the doors to make sure everything was done correctly. They were not willing to do this so we paid the balance in order not to hold our project up. From here on out they never followed through!  When we received the doors one door way was damaged on the inside edge of the jamb and the other was the wrong swing. (Have signed copy of form)I called [redacted] and told him about the problem about the wrong swing and his remark was to flip the door around which that was not possible. I suggested maybe they can give our client a discount and maybe it would make things easier for the both of us.  I also requested a piece of trim stained and finished so I can field apply it to cover up the scratch.  I called several times in order for some help and they never responded. In the early fall the factory finish started beginning to fail.  January 2014 I got a call from the homeowner requesting that something is wrong with his doors.  I went out and inspected the doors and the finish is peeling off the doors. I called [redacted] left messages and on my fourth attempt I called his manager and spoke with him he transferred me over with [redacted]. He asked me about how much overhang we have and if we didn’t follow it the warranty would be voided (first I heard about it). I requested to have a rep from there company to come out and inspect the doorways. [redacted] said he would get back to me when he contacted [redacted] who is our local rep. It took a couple weeks for him to come out and inspect.  When he came out to inspect the doors, he agreed that there were defiantly problems with the doors (wrong finish applied, no sealant on the glass, cracks in the stiles on the surface veneer inside and outside and the finish failing on both sides of the doors. He suggested that they be sent back and re veneered and finished with a spar varnish not a lacquer finish.  He also said that the windows don’t have sealant cause there’s waters stains on the inside. Need to be fixed at factory due to damage to glass stops (first time I hear about shipping back to the factory). I spoke to the homeowner about removing the doors to ship back to be fixed. He wasn’t too happy about it but said let’s do it. I’ve made several calls to [redacted] about getting them repaired. He said that there’s  no warranty do to improper overhang(nobody has measured it and no response on the other issues)  Now that Canyon Custom Doors is not willing to help us with anything I and the home owner would like full replacement of both doorways at their expense .

Sincerely,