Guida Door & Window

Review: In 2011, I attempted to purchase a security screen door from GuidaI gave them a $depositdays later they (Guida) arrived to my home with the wrong doori specifically told them because of safety issues I really needed to purchase this door this was stated to Guida @ the beginning of the saleAfter realizing that the door was measure wrongly by one of the Guida workers they decided to order another doori haven't heard anything from Guide since that last contactdays later I attempted to call them and leave voicemail messages for someone to give me a call concerning thisand I was unsuccessful with doing sobeing that I had to secure me and my family I since then found another way to get a security door installedi then called Guida every day attempting to collect my moneyyear later I spoke to someone and they stated that they have the door and it's ready to be installedi then told this person that I wasn't in need of the door and I will like to have my money return to methe spokes person for Guida told me that they don't give money back and if I am ready for the door to give them a call back so that they can deliver the doori just want my money return to me in fullthis is nearly years later and I am unsucessful with Guida in resolving this issuePlease adviseThanksDesired Settlement: I will like for Guida to give me back my money as soon as possible
Business
Response:
Please see attached response
Consumer
Response:
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Review: [redacted]
I am rejecting this response because:
I have not received the company’s responseI have contacted Revdex.com and they have resent itI am rejecting the company’s offerGuida did not adhere to the company’s contract which indicated a promise to have my door installed within a timely fashionBecause of their unprofessionalism and unskillful measurements in addition to their lack of communication the door was not installed after they received my promised depositI have not heard from Guida until I contacted them requesting my refundAt that time a manager said to me that he was going to talk to his supervisor about my request of my refund and then he was going to call me backI have yet heard from himGuida knew that I didn’t feel safe without the door this is my reason for calling them for the door and they also knew that it was very important for them to adhere to the promised time frame because of that reasonGuida needs to know that it serves me know benefit to adhere to a contract only not be extended the same loyaltyI too have a strong reputation for satisfying contracts for over years and it disturbs me that Guida wants to keep my $deposit when they are at faultI do not accept their offerI just want/need my refund in full
Regards,
Business
Response:
We, Guida Door
& Window, stand behind our initial stance and response regarding our
customer’s ([redacted])
complaintAccording to our written and
signed contract, it is the customer who has defaulted on the contract, not
Guida
Our security storm
doors are custom, made-to-order, and Guida’s initial attempt to install the
security door was within the approximated timeframe we suggested it would take
(approximately 4-weeks on average)There
is no indication on the contract of a “promised” completion date as the
customer has mentioned (see attached copy of contract)Since all of
our products are custom, made-to-order, we cannot write promised installation
dates on our contracts
At no fault to the
customer, our installer accidentally measured the incorrect door during the
pre-measure prior to manufacturing, which prevented us from installing the door
on the initial date scheduled with the customerDue to the inconvenience of not being able to
install the door that day, the customer AGREED with Guida to accept a courtesy $
credit on the order while we attempted to remake a new doorThe customer accepted this courtesy credit
and understood of our intentions to remake the door**[redacted] did not give Guida any indication
at that time, or at any time afterwards, that she would not be willing to
accept a new door, nor did she request a refund of her deposit on the doorInstead, she knowingly allowed Guida to
remake a new door
Upon completion in
our factory (less than two weeks later), our installer was notified to contact
the customer to schedule the installation of the new doorAfter several unsuccessful attempts to reach
her, our office staff made further unsuccessful attempts to contact the
customer to schedule the installation
At no point before,
during, or soon after the process of remaking her security door did the
customer give our company any indication that she wanted to be refunded or
wouldn’t be willing to accept the door, nor did she ever notify us of her
intent to buy a door elsewhere or move to a new houseThe customer’s unresponsiveness to our
attempts to schedule the installation is an indication to us that she did not
intend on accepting delivery of the product
It wasn’t until earlier this year of (over a year later), that the
customer finally reached out to our company requesting a refund of her
moneyOur intentions were never to
collect a deposit from the customer without providing the service and product
we had contracted, and therefore we attempted again to fulfill the order by
installing the door, however the customer refused stating that she no longer
lived at the house the door was made for
The fact that the
customer has moved to a new house and is not in need of the door is not our fault,
nor does it have any bearing on our legal rights to the contractUnfortunately, the initial $deposit
provided by the customer (not $as the customer keeps indicating - see attached copy of contract), does not
cover the cost we’ve incurred to fabricate the custom sized security door on
her orderAnd due to the door being a
custom size, we are unable to re-use this door on any other customer’s
house
Our Stance: The customer is in default of her contract
with Guida to install a new security storm door due to her unresponsiveness to
our previous attempts to schedule installation and unwillingness to accept the
product, and therefore has forfeited her deposit and is not entitled to a
refund
Our Final Resolution Offer: Although the initial $deposit does not
cover the cost that we’ve incurred on this project as indicated, we are willing
to restock the only salvageable parts on the door, which is the hardware, allowing
us to provide a credit only (not a refund)
for the customer valued at the amount of $180,
which can be applied towards any future purchases with our company
Thank you for your
assistance on this matter
Sincerely,
Director of Sales &
Marketing
Consumer
Response:
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Review: [redacted]
I am rejecting this response because:
Guida mentioned that their "security storm doors are custom made to order" in response to that statement why was Guida trying to sell me a door that wasn't custom made for my door frame? Which leads me to state that is one more statement that Guida continues to quoteThe representative stated to me that I would have my door made and installed within weeksThat was a statementThe courtesy $that Guida mentioned was accepted by me only because Guida stated that my door would be installed within a week's timeYet again Guida did not adhere to that agreement
Guida knowingly my need for safety did not adhere to my need for a security door to be installed in a timely fashion nor did Guida contact me to let me know yet again they estimated wrongly on the delivery of my door
Guida mentions that they contacted their installer and told them that my door was ready-- but no one contacted me to let me know of thisAlso, weeks was not the deadline that was stated to me at the time of the verbal agreement that was made once I accepted the $courtesy amount
I relocated because of safety issues and because of the emergency of moving me and my family that was my first priorityI did not blame Guida for my relocatingI thought Guida understood the need for families to feel safe in their homesWhen I did speak to the installer I did inform him months later that I had relocated and wasn't needing the door any longerI got the installer's number from the receptionist @ GuidaAt that time the installer suggested that I contact Guida in which I did leave several messages within a year's time asking for a return call in regards to thisI have not received a call from GuidaA contact was made by me to Guida and then I was told that they were going to get back to me in reference to this concern and they yet again failed to do so
Guida states that it wasn't their intentions to collect a deposit from me without providing a door yet and still that is exactly what happenedGuida's excuses does not cover the cost of me having to endure the loss financiallyI DO NOT wish to do business with Guda ever again therefore their stance is not acceptable and it's useless so is their excuses
As stated before I need for Guida to refund me my money and in the future hire skilled workers so that they would not have to mislead customers again in addition to refunding me my money
Regards,
Business
Response:
We at Guida Door
& Window stand behind our latest stance and response regarding our
customer’s ([redacted])
complaintAccording to our written and
signed contract, it is the customer who has defaulted on the contract, not
Guida
In response to the
customer’s latest statements: