Please see attachment for responseAs stated in my previous letter (dated November 3, 2017), H&W Door requires a deposit for all special order doorsThis policy ensures that the customer has a stake in the order processI offered to refund the deposit when the doors that were ordered had been sold to another customerSince then, one of the doors in question has been purchased by another customerI have issued a check for $to Mr [redacted] (sent Certified Mail)When the remaining door is sold, the balance of the deposit will be refunded
See attachment for response detailsBen M [redacted] Mr [redacted] (customer) received an estimate on 6-29-Mr [redacted] (partner of customer) ordered two doors and two operators on 7-18-The doors were a special color (Brown) and Mr [redacted] was charged $for a deposit ($2,total cost of job)Upon receiving the doors, attempts were made to contact Mr [redacted] / [redacted] to schedule the installationIt should be noted that it is not unusual for a customer to not respond for weeks if not months (death in family, vacation, emergency, etc.)At no point did Mr [redacted] / [redacted] try to initiate contact with H&W Door until 9-25-(months, days from time of order)On 9-25-2017, Mr [redacted] called H&W Door and spoke to Scott T [redacted] He requested a refund for the depositScott explained that he would need to look into the details of the orderOn 10-4-2017, Mr [redacted] called and explained to Scott that he and Mr [redacted] had forgotten about the purchase made at H&W Door and that they had also purchased doors from another supplier a few weeks afterwards Scott responded that they were special doors and the reasoning for a deposit Conclusion: Mr [redacted] and Mr [redacted] purchased special order doors from H&W Door Company and then repurchased additional doors from another supplierThis is the very situation that H&W Door is trying to avoid and why we collect a deposit (ernest money) for special ordersThe claim by Mr [redacted] that he waited months for installation is incorrect The doors from the other supplier were installed at some time in AugustThis would mean that up to three weeks had elapsed from time of order at H&W Door and time of order with another supplier (as stated by Mr [redacted] )Mr [redacted] also claimed that we had an incorrect phone number for himIn the event that H&W Door did call the incorrect phone number, would it not be a simple matter for Mr [redacted] to pithe phone and inquire about the status of his order? H&W Door has offered to sell the doors to Mr [redacted] minus the cost of labor for installation or to refund the $deposit in full, if and when another customer can be found to purchase these doors
Please see attachment for responseAs stated in my previous letter (dated November 3, 2017), H&W Door requires a deposit for all special order doorsThis policy ensures that the customer has a stake in the order processI offered to refund the deposit when the doors that were ordered had been sold to another customerSince then, one of the doors in question has been purchased by another customerI have issued a check for $to Mr [redacted] (sent Certified Mail)When the remaining door is sold, the balance of the deposit will be refunded
See attachment for response detailsBen M [redacted] Mr [redacted] (customer) received an estimate on 6-29-Mr [redacted] (partner of customer) ordered two doors and two operators on 7-18-The doors were a special color (Brown) and Mr [redacted] was charged $for a deposit ($2,total cost of job)Upon receiving the doors, attempts were made to contact Mr [redacted] / [redacted] to schedule the installationIt should be noted that it is not unusual for a customer to not respond for weeks if not months (death in family, vacation, emergency, etc.)At no point did Mr [redacted] / [redacted] try to initiate contact with H&W Door until 9-25-(months, days from time of order)On 9-25-2017, Mr [redacted] called H&W Door and spoke to Scott T [redacted] He requested a refund for the depositScott explained that he would need to look into the details of the orderOn 10-4-2017, Mr [redacted] called and explained to Scott that he and Mr [redacted] had forgotten about the purchase made at H&W Door and that they had also purchased doors from another supplier a few weeks afterwards Scott responded that they were special doors and the reasoning for a deposit Conclusion: Mr [redacted] and Mr [redacted] purchased special order doors from H&W Door Company and then repurchased additional doors from another supplierThis is the very situation that H&W Door is trying to avoid and why we collect a deposit (ernest money) for special ordersThe claim by Mr [redacted] that he waited months for installation is incorrect The doors from the other supplier were installed at some time in AugustThis would mean that up to three weeks had elapsed from time of order at H&W Door and time of order with another supplier (as stated by Mr [redacted] )Mr [redacted] also claimed that we had an incorrect phone number for himIn the event that H&W Door did call the incorrect phone number, would it not be a simple matter for Mr [redacted] to pithe phone and inquire about the status of his order? H&W Door has offered to sell the doors to Mr [redacted] minus the cost of labor for installation or to refund the $deposit in full, if and when another customer can be found to purchase these doors