Gibson Cellar Door & Window

I am rejecting the business response because I had to make multiples calls to find other solutions to my problemI can't be waiting for months or be calling every time it rainsThe problem could had been assessed and taken care since the beginning

I regret that you feel this way Perhaps you should have mentioned your displeasure with the color while you watched the door get unpacked from it's crate, while it was being assembled in your presence, or while it was installed in your presenceYou were present at the installation from start to finish and saw the door and color being installedUpon completion of the installation you also had an opportunity to voice your concernsYou further had ample time to present your concerns prior to making the final paymentI must reiterate that at no time did you ever mention any misgivings about the color of the door during the entire process We will not be offering you a new door, nor will we be offering you a refund

Dennis and team were great to deal with before and during the projectUnfortunately the work performed almost immediately fell apart and Dennis has done nothing but avoid my calls for months It was very un-professional and disappointing to spend money for services and not have the craftsmanship or his word backed up

We are aware or [redacted] concernsWe have been out multiple times to address his concerns and repair the leak [redacted] has been extremely patient while we attempt to resolve his issueThe source of the leak was not fully determined during our inspections The door itself is not leaking, but water was coming in below the door itself, under the already existing concrete To my knowledge, the problem has been solved, and no water is leaking We recently had a heavy rain and we have not been informed of any leaksIf [redacted] continues to be dissatisfied, we will continue to search for solutions

[redacted] offers powder coated doors in four distinct colors; Sandstone, Light Grey, White and BrickNo color is similar to each other; they are all on different ends of the color spectrumThe customer chose Sandstone based on the color sample provided by BilcoThe color sample accurately depicts the color of the door The door was installed perfectly and according to best practicesUpon completion of the installation the customer, in our presence, inspected the door and approved, at which time final payment was madeThe following day we were contacted by the customer requesting a different color be installedWe explained the above, that ordered door was installed according to best practices, and approved by the customerWe further explained that we do not have any ability to alter the color of a powder coated door, as they are manufactured by and powder coated by Bilco Both the customer and [redacted] Cellar Door contacted [redacted] to relay the customer concernThe customer then spoke directly with [redacted] , the [redacted] factory representative, who also explained that the door selected by the customer was in fact the door that was installed, and that the color sample provided to her was accurate to the door selected.We regret that the customer was ultimately not happy with the color she chose, however neither [redacted] or [redacted] Cellar Door has the ability to alter the colors of powder coated doors

We are aware or *** *** concernsWe have been out multiple times to address his concerns and repair the leak. *** *** has been extremely patient while we attempt to resolve his issueThe source of the leak was not fully determined during our inspections The door itself is not
leaking, but water was coming in below the door itself, under the already existing concrete. To my knowledge, the problem has been solved, and no water is leaking We recently had a heavy rain and we have not been informed of any leaks.If *** *** continues to be dissatisfied, we will continue to search for solutions

We are very disappointed in the customer service we received with Gibson Cellar Door CompanyWe had bulk head doors installed and most recently have experienced a lot of water leakageEach time it rains we have several stairs and at the bottom of the hatchway with a couple of inches of waterWe tried putting extra caulking around the seams but this has not helpedThen we decided to call the company and Dennis came out a couple of weeks laterHe told us that cellar doors do leak and that it was because of the amount of rain we have been gettingHis attitude was very unprofessional and just talked over us as we tried to discuss the problemWe recommend you do not hire this company for cellar door replacementThey will be glad to take your money and then will leave you high and dry, or in this case wet

Complaint: ***
I am rejecting this response because:
Date Sent: 6/25/12:00:AM
Complaint: *** I am rejecting this response because:
Mr*** may have sent me the warranty papers twice but I did not receive them Possible they were sent to the wrong address or had the wrong zip code I was going to wait to reply but it takes up to days for certified mail to be received according to the ***
Sincerely,
*** ***

*** offers powder coated doors in four distinct colors; Sandstone, Light Grey, White and BrickNo color is similar to each other; they are all on different ends of the color spectrumThe customer chose Sandstone based on the color sample provided by BilcoThe color sample accurately depicts the
color of the door The door was installed perfectly and according to best practicesUpon completion of the installation the customer, in our presence, inspected the door and approved, at which time final payment was made.
The following day we were contacted by the customer requesting a different color be installedWe explained the above, that ordered door was installed according to best practices, and approved by the customerWe further explained that we do not have any ability to alter the color of a powder coated door, as they are manufactured by and powder coated by Bilco
Both the customer and *** Cellar Door contacted *** to relay the customer concernThe customer then spoke directly with *** ***, the *** factory representative, who also explained that the door selected by the customer was in fact the door that was installed, and that the color sample provided to her was accurate to the door selectedWe regret that the customer was ultimately not happy with the color she chose, however neither *** or *** Cellar Door has the ability to alter the colors of powder coated doors

I regret that you feel this way. Perhaps you should have mentioned your displeasure with the color while you watched the door get unpacked from it's crate, while it was being assembled in your presence, or while it was installed in your presenceYou were present at the installation from start to finish and saw the door and color being installedUpon completion of the installation you also had an opportunity to voice your concernsYou further had ample time to present your concerns prior to making the final payment.I must reiterate that at no time did you ever mention any misgivings about the color of the door during the entire process We will not be offering you a new door, nor will we be offering you a refund

Great work! We had them pour a 6" concrete cap and put in a new door. The job was more entailed than we thought it would be, but the guys were great. They found hidden rot damage and didn't increase the price. I was expecting to pay significantly more based on what they found, but they just fixed it and carried on. The end result was top notch. I never thought a cellar door could be so attractive.
Mike and Dennis were great. Price was great. Workmanship great.

Complaint: [redacted]
I am rejecting this response because:Date Sent: 6/25/2015 12:00:00 AM  Complaint: [redacted] I am rejecting this response because:Mr. [redacted] may have sent me the warranty papers twice but I did not receive them.  Possible they were sent to the wrong address or had the wrong zip code.  I was going to wait to reply but it takes up to 15 days for certified mail to be received according to the [redacted].   
Sincerely,
[redacted]

I regret that you feel this way. 
Perhaps you should have mentioned your displeasure with the color while you watched the door get unpacked from it's crate, while it was being assembled in your presence, or while it was installed in your presence. You were present at the installation from start to finish and saw the door and color being installed. Upon completion of the installation you also had an opportunity to voice your concerns. You further had ample time to present your concerns prior to making the final payment.
I must reiterate that at no time did you ever mention any misgivings about the color of the door during the entire process.  
We will not be offering you a new door, nor will we be offering you a refund.

[redacted] offers powder coated doors in four distinct colors; Sandstone, Light Grey, White and Brick. No color is similar to each other; they are all on different ends of the color spectrum. The customer chose Sandstone based on the color sample provided by Bilco. The color sample accurately depicts the...

color of the door.  The door was installed perfectly and according to best practices. Upon completion of the installation the customer, in our presence, inspected the door and approved, at which time final payment was made. The following day we were contacted by the customer requesting a different color be installed. We explained the above, that ordered door was installed according to best practices, and approved by the customer. We further explained that we do not have any ability to alter the color of a powder coated door, as they are manufactured by and powder coated by Bilco.  Both the customer and [redacted] Cellar Door contacted [redacted] to relay the customer concern. The customer then spoke directly with [redacted], the [redacted] factory representative, who also explained that the door selected by the customer was in fact the door that was installed, and that the color sample provided to her was accurate to the door selected.We regret that the customer was ultimately not happy with the color she chose, however neither [redacted] or [redacted] Cellar Door has the ability to alter the colors of powder coated doors.

We are aware or [redacted] concerns. We have been out multiple times to address his concerns and repair the leak. 
[redacted] has been extremely patient while we attempt to resolve his issue. The source of the leak was not fully determined during our inspections.  The...

door itself is not leaking, but water was coming in below the door itself, under the already existing concrete. 
To my knowledge, the problem has been solved, and no water is leaking.  We recently had a heavy rain and we have not been informed of any leaks.
If [redacted] continues to be dissatisfied, we will continue to search for solutions.

Complaint: [redacted]
I am rejecting this response because:  the color Sandstone that I chose for the cellar door is not the color I received.  I did not request a different color, but that the color installed be the color of the sample shown to me.  When [redacted] called me I asked him to come and look at the door and bring the color sample with him.  He said there is nothing [redacted] can do and evaded my request.  He also said that if [redacted] has 3 orders for the same door and color they paint them all at the same time and the third door can turn out lighter than the first.  The door I received is more a cream color than the color sandstone.  I was not advised by the sales representative that the color could be that different from the one chosen or  I would have ordered another color or ordered another company's door that [redacted] Cellar door could provide.
Sincerely,
[redacted]

Dennis and team were great to deal with before and during the project. Unfortunately the work performed almost immediately fell apart and Dennis has done nothing but avoid my calls for months. It was very un-professional and disappointing to spend money for services and not have the craftsmanship or his word backed up.

We have received verification from the [redacted] that you have signed for the mailing we sent. This confirms you are in receipt of the warranty.

I am rejecting the business response because I had to make multiples calls to find other solutions to my problem. I can't be waiting for months or be calling every time it rains. The problem could had been assessed and taken care since the beginning.

Not very responsive to provide quote show very poor customer service. Called three times never a call back