As to the complaint filed by Ms. [redacted], below I will address each complaint one by one, as well as our plan to resolve this issue.
1. In the first part of the complaint, Ms. [redacted] mentions that she was told the door would be Installed by Christmas. Please...
note that out contact clearly states that the product ordered will be installed approximately 6 —8 weeks from the date ordered. The door was re-measured (engineered for size) on 11-19-14. Upon ordering the door we were informed by our manufacturer that an option of "obscure glass" was not available on the door ordered. The Sales Representative had to go back and meet With Ms. [redacted] to correct the issue. The new paperwork was completed on 12-06-14. The Door order was confirmed on 12-09-14. We received the door into our warehouse from the manufacturer on 01-17-14 and we completed the installation on 01-20-14. The customer did complain that we did not deliver the install date by Christmas. Please note that nowhere In writing on the contract or any of our paperwork does it mention we would install the door by Christmas. It does specifically say that it will be approximately 6 to 8 weeks from the ordered date, and there are provisions on that, i.e. weather conditions, ability to secure materials, etc. Based on the theory "The customer is always right", I reduced her price by $202.00 for the delay. The original contract price was $3702.00 and the final invoice was $3500.00. (Please note this was more than an entry door. It is an entry door and two (2) sidelites.)
2. On 05-16-14, Ms. [redacted] called in for service. She was not happy with the look of the sealant used on the exterior of the door. On 05-27-14, our service technician came to Ms. [redacted]'s house to assess the issue. Upon inspection, the service technician made the determination that during the harsh winter we experienced this year that the exterior sealant had shrunk and formed gaps. He informed Ms. [redacted] that he would order the color matching sealant and return to re-seal the door.
3. Two days later the service technician returned to re-seal the exterior of the door. Upon working on the issue it was discovered that the door frame appeared to have some delamination issues, which is a manufacturing defect (also, more than likely caused by the harsh winter). Ms. [redacted] was informed that we would contact the manufacturer and go through the process of reordering a new frame due to this defect.
4. Due to the fact this is a manufacturing issue, there is a process that we must go through of sending pictures and proving the fault was a manufacturing issue. Unfortunately this process can take a few weeks. On 06-19-14, Paul Wilson, Installation manager, called and informed Ms. [redacted] the manufacturer had approved the reorder and the new frame should be in our warehouse in approximately 3 weeks.
S. On 07-11-14, the new frame arrived in our warehouse. We have scheduled the install of the
new frame for 07-22-14. Our installation manager, [redacted], is going to reinstall the frame himself to ensure that we do our best to eliminate any future issues
It is not our policy to refund money for a service issue unless the issue is not able to be resolved to our quality of acceptance and standards. However, I will assure you that we will complete the service and continue to stand behind the warranty for the product installed.
Sincerely,
[redacted]
President/Co-Owner
White Oak Construction
As to the complaint filed by Ms. [redacted], below I will address each complaint one by one, as well as our plan to resolve this issue.
1. In the first part of the complaint, Ms. [redacted] mentions that she was told the door would be Installed by Christmas. Please...
note that out contact clearly states that the product ordered will be installed approximately 6 —8 weeks from the date ordered. The door was re-measured (engineered for size) on 11-19-14. Upon ordering the door we were informed by our manufacturer that an option of "obscure glass" was not available on the door ordered. The Sales Representative had to go back and meet With Ms. [redacted] to correct the issue. The new paperwork was completed on 12-06-14. The Door order was confirmed on 12-09-14. We received the door into our warehouse from the manufacturer on 01-17-14 and we completed the installation on 01-20-14. The customer did complain that we did not deliver the install date by Christmas. Please note that nowhere In writing on the contract or any of our paperwork does it mention we would install the door by Christmas. It does specifically say that it will be approximately 6 to 8 weeks from the ordered date, and there are provisions on that, i.e. weather conditions, ability to secure materials, etc. Based on the theory "The customer is always right", I reduced her price by $202.00 for the delay. The original contract price was $3702.00 and the final invoice was $3500.00. (Please note this was more than an entry door. It is an entry door and two (2) sidelites.)
2. On 05-16-14, Ms. [redacted] called in for service. She was not happy with the look of the sealant used on the exterior of the door. On 05-27-14, our service technician came to Ms. [redacted]'s house to assess the issue. Upon inspection, the service technician made the determination that during the harsh winter we experienced this year that the exterior sealant had shrunk and formed gaps. He informed Ms. [redacted] that he would order the color matching sealant and return to re-seal the door.
3. Two days later the service technician returned to re-seal the exterior of the door. Upon working on the issue it was discovered that the door frame appeared to have some delamination issues, which is a manufacturing defect (also, more than likely caused by the harsh winter). Ms. [redacted] was informed that we would contact the manufacturer and go through the process of reordering a new frame due to this defect.
4. Due to the fact this is a manufacturing issue, there is a process that we must go through of sending pictures and proving the fault was a manufacturing issue. Unfortunately this process can take a few weeks. On 06-19-14, Paul Wilson, Installation manager, called and informed Ms. [redacted] the manufacturer had approved the reorder and the new frame should be in our warehouse in approximately 3 weeks.
S. On 07-11-14, the new frame arrived in our warehouse. We have scheduled the install of the
new frame for 07-22-14. Our installation manager, [redacted], is going to reinstall the frame himself to ensure that we do our best to eliminate any future issues
It is not our policy to refund money for a service issue unless the issue is not able to be resolved to our quality of acceptance and standards. However, I will assure you that we will complete the service and continue to stand behind the warranty for the product installed.
Sincerely,
[redacted]
President/Co-Owner
White Oak Construction