Defender Steel Door

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
I wish to update Complaint #*** Yesterday, I received a refund check, from Defender Steel DoorThe check was dated 6/6/and mailed 7/16/ Thank you, for your assistance Richard ***

WHEN MS*** CALLED, WE LET HER KNOW THAT WE WOULD GET TO HER ISSUE JUST AS SOON AS POSSIBLE AND THAT DUE TO THE LABOR DAY HOLIDAY AND ONE OF OUR SERVICERS BEING OUT THAT IT MAY BE A WEEK OR SO BEFORE WE COULD GET TO HER BUT THAT WE WOULD BE TAKING CARE OF HER AT NO CHARGE AS SHE IS UNDER
WARRANTYWE HAVE AN APPOINTMENT TO SERVICE HER DOOR FRIDAY JUNE 9TH AND APOLOGIZE, BUT THAT IS THE SOONEST AVAILABLE APPOINTMENT AS OTHER INSTALLS AND SERVICES WERE SCHEDULED PRIOR TO HER CALL

We have the customer's door, she no longer wants the item and so we gave her a full refund

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely, The company told me
twice that they did not have the door, then that they had the door in the wrong color(on Saturday and following Monday) When I cancelled the order, the door miraculously appeared !
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** *** I am suppose to be serviced today 6/9/17, but I've not heard from them regarding what time I should expect them

Initial Business Response /* (1000, 5, 2015/08/17) */
Contact Name and Title: Pam ***
Contact Phone: ***
Contact Email: ***
We apologize for the delay in the customer's orderWe had experienced some unseasonal rain and then the special color she wanted was on back
orderI understand her being upset and certainly did not mean to come across as rude to herI merely tried to explain the situation and she was not receptive to letting me explain
The product has already gone into production and once complete we will be getting in touch with her to set up an installation dateSince the product is custom to her home and has already gone into production, we would appreciate the opportunity to install the speical order product that we have made specifiacally for herWe do not anticipate that this should be more than 2-weeks from today
Initial Consumer Rebuttal /* (3000, 13, 2015/08/27) */
I haven't heard from the company at all
Final Consumer Response /* (2000, 19, 2015/09/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)
We will be contacting customer later today or tomorrow to see if Wednesday 09/30/or Thursday 10/01/will be better for her to do the installation

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11092280, and find that this resolution is satisfactory to me
Sincerely,
Sherry *** I received the run-around for months until I challenged Pam on her customer service
Based on the service I received from Defender Door, Iwould not be able to refer them to anyone in the market for doors or windows

On past services, we believed the problem to be coming from the roof, but we did reseal the windows at that timeI will be sending out a service technician today per my conversation with Mrs***

In regard to Defender Steel Door Co/ Barbara *** ***, the customer was issued a refund check which has been mailedIt was check number *** in the amount of $and was mailed to her home at *** WinchesterPlease let me know if you need anything further
Thank you - Pam *** -- Pam *** Defender Steel Door CoW35TH STCIcero, IL phone: ###-###-#### fax: ###-###-####

This is a job that requires ideal weather conditions and we have had some rain etc..  We have reached out to Ms. Hodge to let her know that we will be coming out this Saturday to install the posts and will be hanging the fence once they have settled.

We sent a refund check in the mail to the customer. Having not heard back, we assumed that the refund was received. Had the customer called, we would have reissued another check. We will send the customer the $35 and put it in Monday's outgoing mail.

We never heard anything from Mr. [redacted] and assumed that the check sent to [redacted] E [redacted] St, Chicago, Il 60617 had been received as we had not heard otherwise. We will reissue and resend his check for $35.00 and put in the mail ASAP.

In response to Complaint ID [redacted] for [redacted], I am aware of the customer's order and have been informed that this is a custom door with a mailslot and there were some issues with getting it to specifications. We did receive the door, but not as ordered and are expecting the corrected door...

shortly. The owner is aware of the situation and will be reaching out to resolve the matter with the customer directly.

We had an agreed upon date to install the windows and customer's wife called and asked to change date to Friday October 14th. We will be out to install as agreed.

When I first spoke with the customer he mentioned that he came home to find the glass broken and washn't sure how it got broken - maybe a rock hit it when someone was mowing the lawn or something along those lines. I told him I was sorry that this was the case and I did inform him that broken glass...

is NOT covered under our warranty (or any other companies warranty in the window industry).  I also let him know that we could replace the glass and would be happy to do so, but there would be a charge. The customer felt it should be covered and I explained to him that it isn't. He insisted that I send someone out, I said that I would send somebody by to take a look at it if it made him feel better and would call him if there was any change. I sent somebody around to look at it and it is just that - a broken glass which is NOT covered under warranty. Again, we will gladly replace the glass for him, but there would be a cost involved.

Revdex.com:
Because Defender Steel Door Company has finally sent a valid refund check that was cashed successfully, I now consider complaint ID [redacted] satisfactorily resolved. It is unfortunate that it took Revdex.com involvement to seek a sufficient response from Defender, especially considering this company’s history of complaints, past [redacted]suit (Dissolved by the Secretary of State? Not sure how they’re still in business.), and an “F” rating with the Revdex.com.Thank you, Revdex.com, for protecting the customer and for helping to keep unscrupulous business practices in check.  
Sincerely,
William [redacted]

Fannie [redacted] is entitled to a refund. We received her cancellation within the recision period and this has never been disputed. We did not issue the refund directly as she did a chargeback through her [redacted] credit card. We received the chargeback and elected NOT to dispute the chargeback so that...

Ms. [redacted] would get her funds returned to her. The funds were taken out of our merchant account and we did not hear anything further for quite some time. Several weeks later the monies mysteriously appeared in our account.When I called [redacted], our merchant service provider we were told that [redacted] returned the funds - no explanation given as to why. We specificall DID NOT DISPUTE this chargeback. The process to do so would require that we submit copies of Ms. [redacted]s contrtact and any other supporting documentation along with a letter detailing why we feel entitled to keep the funds. NONE of this was ever submitted to [redacted] or [redacted] as we specifically opted NOT to dispute the matter. I should point out that during the recorded conferene call with [redacted] I inquired as to why the monies that came out of our account immediately were never given to the customer and I was never given an answer.In light of the mishap with the card companies, the decision was made to send a refund by check. We had sent a check to Ms. [redacted] at an address in Texas, which never was never received and was never cashed. I asked that another check be sent. I do not issue refunds personally, I am merely a go between for various departments and outside representatives, but I did let Mr. [redacted] know that I would make sure to follow up with him the following week once I had a tracking number. This would have been last week and I have only just now received the tracking number. It was sent by US Post and the tracking number is [redacted]. I hope this clears the matter up for all involved.Thank you. - Pam [redacted]

In response to the complaint for Margaret [redacted], we have spoken with the customer and we have a target of the end of next week for installation of product. We will be in discussion with Ms. Harris as to the best date for her. I hope this concludes the matter and I will look forward to closing the...

complaint. Please let me know if there is anything further I can provide.

We have an agreed upon installation date of the 15th and will honor our commitment to install on this date.