Grand Entrances

Revdex.com:
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.  
I reject the explanation provided by [redacted] at Grand Entrances.  Our general contractor was aware of the problem with the fit of the door within the frame shortly after install.  He discussed the problem with me and decided to add shims behind the hinges in an attempt to correct the large gap. Unfortunately, his solution didn’t work and the gaps on all sides are uneven and unsightly. Given this, I can’t imagine why our general contractor would tell [redacted] that “everything looks good.”The “blemish” [redacted] refers to is not a minor imperfection.  The knot in the center panel of the door is an internal flaw that was obviously hidden by the factory with primer paint.  Please see photos.  If [redacted] recognized from the photos that the “touch-up was not acceptable,” why wouldn’t someone from Grand Entrances respond to my emails prior to my Revdex.com complaint.  [redacted] states that “unfortunately we did not make clear at the time that we intended to reimburse the customer for the cost of the painting.”  Given his history of ignoring my numerous efforts at contact, this statement is disingenuous.As a result, I’m left with a sub-standard door with warranty issues.  I’m asking Grand Entrances to stand by their product guarantee and replace the door or return my money. 
Regards,
[redacted]

We have not been previously notified that there was any kind of issue with the fit of the door. We did receive an email just after installation from the general contractor to say that "everything looks good" and the door was in.It was not clear whether the hardware turnpieces had come marred from...

Baldwin or scratched during installation but we ordered replacements and UPS'd them to the contractor at no charge.The door clearly developed some sort of blemish under the primecoat that was not visible when it arrived from the factory. We don't offer any of our doors pre-painted so do not have a professional painter-quality service capability.When our service tech repaired the blemished area of the door and re-primed it he did attempt as a courtesy to reapply some of the paint that was supplied by the customer.We recognized from the photographs emailed by the customer that the touch-up was not acceptable and recommended that it be re-done by the original painter. Unfortunately we did not make clear at that time that we intended to reimburse the customer for the cost of that painting.We have subsequently apologized for our less than clear communication and made clear that we would be happy to reimburse them and would they please forward the painting invoice to us.Grand Entrances

Review: Our new, custom, very large and expensive, solid wood entry door was delivered with all sorts of problems. The Baldwin hardware was scratched/marred, the door didn’t fit properly in the frame so it had to be shimmed at the hinges, and even then it still doesn’t sit squarely in the frame. There’s a large gap on all sides that’s only sealed with the weather stripping. Several edges are uneven and crooked. After install and professional painting the exterior center panel exhibited a large knot that had been hidden at the factory by primer paint prior to shipping. After weeks of calling and emails to the owner, [redacted], he finally responded and agreed to send someone to repair the flaw. The Grand Entrance handyman refused to apply paint by sprayer to match the rest of the door and applied it by roller. The finish cracked and is obvious to all who approach the door. Now [redacted] says I need to have my general contractor repaint the door because of [redacted]'s mistake. I've attempted to contact [redacted] at Grand Entrances several times by email to resolve the issue but have not received any reply.Desired Settlement: Replacement of the door

Business

Response:

We have not been previously notified that there was any kind of issue with the fit of the door. We did receive an email just after installation from the general contractor to say that "everything looks good" and the door was in.