Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
The Merchant has still not addressed the root problem that the doors installed (and invoiced/paid for) are not what was selected from the Merchant's showroom sample nor as promised by the Merchant herself. The Merchant clearly ordered and installed the wrong color of door (Walnut color) which is now an incorrect match to the existing building's mortar joints and trim boardsIt should be noted that the Merchant and a painting contractor selected by the Merchant met with me on-site to verify that the color, of the installed doors, was not the color we selected and indeed does not compliment the building's exterior. It should be further noted that the Merchant assured me that she would work to get to the bottom of this issue, but unfortunately weeks went by with no communication or sign of offering any resolution
Instead, when I finally did get through to talk to the Merchant she stated that there was no way that she was going to replace perfectly good doors just because the color wasn't rightI truly can appreciate the argument that the doors are good quality and perform as intended, but then why would anyone offer multiple color selections if in the end you will simply be at the mercy of whatever the Merchant decides to order? We intentionally selected above average quality doors, from an above average quality door manufacturer, to get the exact size, style, and color that we took the time to research and select from the information provided by the MerchantThe Merchant is well aware that the Walnut color installed is not the "Mahogany" color that we selected and it was her responsibility to insure that the order was placed as we verbally specified to her. Using the argument that the door was installed per an invoice that was per the Merchant's order does not address the issue that the door the Merchant ordered does not match what we selectedIt merely provides proof that the doors delivered and installed were not ordered by the Merchant correctlyFurthermore, I do not appreciate the fact that I had to take the time to consult with a different door contractor that supplies the same doors to verify that a "Mahogany" shade does indeed exist after being informed by the Merchant that the color we selected wasn't availableEven if this would have been the case and that color was not available, the Merchant should have contacted us prior to placing the order to verify that a substitution would be acceptable. I do find it hard to believe that if someone selected a brown door and the Merchant ordered and installed a white door that the Merchant would make the same argument that the door is installed and paid for as ordered so it must be all right
To date I have invested countless hours trying to resolve this issue in a positive manner, but unfortunately this Merchant refuses to offer any resolution or accept any responsibility for their mistakeAt no time have I ever implied that we should tear out these new doors nor demanded that they deliver and install the proper onesIt was the Merchant that offered to check with the door manufacturer to see if the panels could simply be exchangedTo be quite honest, all I was hoping for was a sincere in-person apology to explain that somehow the order got messed up and an offer to try to make the situation a little better by refunding some portion of the payment to offset changing the accent color of the trim boards to match more closely to the new door colorBut instead, I feel this Merchant will continue to say anything to avoid all responsibility; and therefore, given my core principles, I cannot accept the Merchant's response or agree to any satisfaction towards settling my previously filed complaint.
Respectfully Submitted,
*** ** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Well as can be seen by the merchant's latest round of comments and ever changing story, there is still no explanation as how we got to the point where we are; no apology for ordering the wrong color door; and no offer to resolve this in a business like mannerAlthough I have limited faith that my following responses will have any effect on this merchant to do the right thing, I will respond to each item as presented from the merchant's latest responsePlease refer to my comments interjected below the blue font taken directly from the merchant's response{It should be noted by your organization that Mr*** *** is not the individual I dealt with on this transaction Ms*** ***
was the person who made all approvals & selections of materials as specified in the signed contract and invoice.}
This is simply not an accurate statementI was the individual to make first contact with the merchantThe merchant mailed the original proposal with manufacturer's pamphlets to my attentionI selected the door make and price point levelI verified the door size opening that we wanted to maintain and I confirmed that we wanted the better door hardware and belt driven opener styleIt should also be noted that I made it clear to the merchant, up front, that I was not in the area and that my mother and my sister would be the ones who would be stopping by her business to select the specific finish options from her floor room samples, as I did not feel comfortable selecting these items from color palettes on a manufacturer's pamphletPlease note, regardless whomever I requested to select the finish options, the fact of the matter is that I specifically went above and beyond to arrange a proper review of the merchant's information and samples to make the selection that we wanted. Whether the contract was signed by my hand or my sister's hand is irrelevant. What is relevant is the fact that we selected specific color doors from the merchant's samples and the merchant chose to order and install substitute colored doors
{The painting contractor indicated the doors, Ms*** *** selected, matched the home and the current painted
openings and front door colors were what did not match with the homes color palette. Mr*** refused the offer of good will
to paint the openings a color that would match. As an effort of customer service, I checked with Clopay, they indicated
a 7’-3” door height is custom made to that order and they would not replace the sections as the customer requested.}
First, this merchant knows that the color doors that we selected was (as she labeled it) 'mahogany' and therefore, the walnut color doors that were ordered and installed are not as my sister selectedSecond, the painting contractor did not agree with the merchant that the walnut color doors (orange undertones) matched the rose colored mortar joints on the houseAs a matter of fact the painting contractor even consulted with his color charts and could not find anything that would work in the rose colored family and stated to the merchant that the orange undertones are too much of a contrast to the reddish mortar and maroon colored trimThe best the painting contractor could offer was to go with one of the more brownish colors from the brick in an effort to tie the walnut doors to the rest of the house in hopes that ones eye would be pulled away from the rose colored mortarThird, no such offer by the merchant to have the trim re-painted was madeIn fact, when I had not heard anything back from the merchant after she visited the site with her painter, I contacted the painter directly and inquired as to the approximate amount of money that it would take to do the repainting and how his schedule looked as to getting it done before the late fallMy hope was that the merchant would volunteer to reduce her fee accordingly so that I could get the painting done and put this behind me even though the doors were not rightFourth, as I have previously stated, I was merely looking for a resolution to this color ordering issue and I did not automatically assume, nor demand, that the sole solution was to replace the doorsOnce I made it known to the merchant that I contacted another Clopay representative (after the merchant tried to tell me that the 'mahogany' color that we selected was not available in the door size we needed), the merchant quickly offered to contact Clopay herself and simply request them to switch out the door panels for the proper ones because she believed they told her incorrect informationThis definitely would have been a great solutionUnfortunately, the only way Clopay would have sent the proper color door sections is, if they were reordered with the proper color request and someone would have had to pay for them, againAs this merchant already knows, I am aware that Clopay will produce any of their doors in 3" increments and the color has no bearing on the availability as once one decides to go with a wood tone color door, they are all custom orders
{You should also note that Mr*** and Ms***’s father was present the entire time during the two day installation
commenting to the technician on how much he liked the doors and how nice they looked on the home.}
This might be the only factually accurate statement that the merchant has offeredUnfortunately this is in no way relevant to resolving the merchant's ordering mistakeMy father is in his 80's and has been fighting glaucoma for the past several years which has left his eyesight challenged at bestI, nor my family, reside full-time at the property where the merchant installed the doors. Given the short notice that I received from the merchant to install the doors, I could not rearrange my schedule to be there, so I asked my mother if she would take and leave my dad at the house so that someone could be there to make sure that the technician could get inTo my dad's credit he was absolutely correct in saying how careful the technician was and how well the technician did installing the doorsMy dad was impressed that the technician did pretty much everything single handed and efficient at thatTo criticize my aging father because he complimented the technicians work and did not notice the color wasn't correct (nor would he have had knowledge of the true color because he did not select it) is simply distasteful, unprofessional, and intolerableInstead, maybe the merchant should be asking who was suppose to verify that the door being delivered to the jobsite, before it was installed, was correctly matched with the showroom floor color samples.
{At this time, the Credit Card company that awarded HC Incthe first dispute has a second dispute filed by Mr*** that is still waiting
a decision. The job has not been paid to dateServices were rendered and fulfilled as per the contract signed by Ms*** ***, therefore,
payment is due.}
Once again, the merchant needs to verify her own banking and account logs before making such factually inaccurate commentsAccording to my bankcard statement the entire amount originally charged by the merchant was settled months ago and has since been cleared from my accountIf the merchant has not received payment than the problem needs to be resolved between her and her bank and does not pertain to meThe job has indeed been paid in full and I have the statement to prove it, unfortunately the doors are not what we paid forWhen my sister authorized and paid for the proposed doors, we had no idea that this merchant was not trustworthyKnowing what we now know we would have never been so nice as to pay for everything upfront before the order was placed
In closing, the merchant has once again demonstrated no effort to resolve a mistake that she clearly madeThe merchant ordered an incorrect product, knowingly sent her technician out to install the incorrect product, and as can be noted in the merchant's final paragraph, demands full payment as if no one should ever question herThe saddest part of this entire saga is that the doors are of great quality, and as my dad pointed out the technician did a good job with the install; unfortunately, all of that is negated by the simple fact that these are not the doors that we orderedThe only reason I placed a hold on the credit card payment was because this merchant refused to contact me and get this worked outEven though she assured me that they would make it right, I never heard anything for weeks on endFinally, with literally hours to spare before the 90-day timeframe to place a hold with the credit card company expired, I was forced to place the payment on-hold in hopes that it would get the merchant interested in a resolutionI am growing more convinced that this merchant has no intention of resolving this dispute in a businesslike manner; thus the reason I have reached out to your agency so that maybe, just maybe, your agency can save the next individual willing to do business with this merchant a lot of unnecessary hassle
With Grateful Regards,
*** ***
In regard to the latest response by Mr. [redacted]. Please refer to my original email
explaining the job along with copies of the contract and invoice. My response
remains as stated.
It should be noted by your organization that Mr. [redacted] is not the individual I dealt with on this transaction. Ms. [redacted]
was the person who made all approvals & selections of materials as specified in the signed contract and invoice.
The painting contractor indicated the doors, Ms. [redacted] selected, matched the home and the current painted
openings and front door colors were what did not match with the homes color palette. Mr. [redacted] refused the offer of good will
to paint the openings a color that would match. As an effort of customer service, I checked with Clopay, they indicated
a 7’-3” door height is custom made to that order and they would not replace the sections as the customer requested.
You should also note that Mr. [redacted] and Ms. [redacted]’s father was present the entire time during the two day installation
commenting to the technician on how much he liked the doors and how nice they looked on the home.
At this time, the Credit Card company that awarded HC Inc. the first dispute has a second dispute filed by Mr. [redacted] that is still waiting
a decision. The job has not been paid to date. Services were rendered and fulfilled as per the contract signed by Ms. [redacted], therefore,
payment is due.
text-transfor*: none; white-space: nor*al; widows: auto; word-spacing: 0px; -webkit-text-stroke-width: 0px; background-color: rgb(255, 255, 255);">Please see the attached docu*entation. The job was co*pleted as specified according to the signed contract # 3113 signed by *s. [redacted]. [redacted] on 12/23/13.
Pay*ent was *ade via *s. [redacted]’s Credit Card on 1/14/14 and the invoice, see attached for details, was sent to *r. [redacted] at the request of *s. [redacted]. Installation of doors and operators was co*pleted on 2/17/14 &a*p; 2/18/14, five weeks after receipt of invoice.
Charge back for pay*ent was taken on 6/3/14. Pay*ent was awarded back on 8/15/14 via Credit Card co*pany for dispute. Full balance of $3370.00 is still outstanding to date for job co*pleted 2/18/14 pending 2nd dispute filed by custo*er after charge back was awarded by Credit Card co*pany.
TBD refers only to the Colonial Decra Inserts for the Top Section Glass as selected by *s. [redacted], as stated on the contract.
Custo*er expressed their dislike of the color selected and approved by *s. [redacted] in the signed contract #3113 in *arch 2014 approxi*ately one *onth after installation was co*pleted.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
The Merchant has still not addressed the root problem that the doors installed (and invoiced/paid for) are not what was selected from the Merchant's showroom sample nor as promised by the Merchant herself. The Merchant clearly ordered and installed the wrong color of door (Walnut color) which is now an incorrect match to the existing building's mortar joints and trim boardsIt should be noted that the Merchant and a painting contractor selected by the Merchant met with me on-site to verify that the color, of the installed doors, was not the color we selected and indeed does not compliment the building's exterior. It should be further noted that the Merchant assured me that she would work to get to the bottom of this issue, but unfortunately weeks went by with no communication or sign of offering any resolution
Instead, when I finally did get through to talk to the Merchant she stated that there was no way that she was going to replace perfectly good doors just because the color wasn't rightI truly can appreciate the argument that the doors are good quality and perform as intended, but then why would anyone offer multiple color selections if in the end you will simply be at the mercy of whatever the Merchant decides to order? We intentionally selected above average quality doors, from an above average quality door manufacturer, to get the exact size, style, and color that we took the time to research and select from the information provided by the MerchantThe Merchant is well aware that the Walnut color installed is not the "Mahogany" color that we selected and it was her responsibility to insure that the order was placed as we verbally specified to her. Using the argument that the door was installed per an invoice that was per the Merchant's order does not address the issue that the door the Merchant ordered does not match what we selectedIt merely provides proof that the doors delivered and installed were not ordered by the Merchant correctlyFurthermore, I do not appreciate the fact that I had to take the time to consult with a different door contractor that supplies the same doors to verify that a "Mahogany" shade does indeed exist after being informed by the Merchant that the color we selected wasn't availableEven if this would have been the case and that color was not available, the Merchant should have contacted us prior to placing the order to verify that a substitution would be acceptable. I do find it hard to believe that if someone selected a brown door and the Merchant ordered and installed a white door that the Merchant would make the same argument that the door is installed and paid for as ordered so it must be all right
To date I have invested countless hours trying to resolve this issue in a positive manner, but unfortunately this Merchant refuses to offer any resolution or accept any responsibility for their mistakeAt no time have I ever implied that we should tear out these new doors nor demanded that they deliver and install the proper onesIt was the Merchant that offered to check with the door manufacturer to see if the panels could simply be exchangedTo be quite honest, all I was hoping for was a sincere in-person apology to explain that somehow the order got messed up and an offer to try to make the situation a little better by refunding some portion of the payment to offset changing the accent color of the trim boards to match more closely to the new door colorBut instead, I feel this Merchant will continue to say anything to avoid all responsibility; and therefore, given my core principles, I cannot accept the Merchant's response or agree to any satisfaction towards settling my previously filed complaint.
Respectfully Submitted,
*** ** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Well as can be seen by the merchant's latest round of comments and ever changing story, there is still no explanation as how we got to the point where we are; no apology for ordering the wrong color door; and no offer to resolve this in a business like mannerAlthough I have limited faith that my following responses will have any effect on this merchant to do the right thing, I will respond to each item as presented from the merchant's latest responsePlease refer to my comments interjected below the blue font taken directly from the merchant's response{It should be noted by your organization that Mr*** *** is not the individual I dealt with on this transaction Ms*** ***
was the person who made all approvals & selections of materials as specified in the signed contract and invoice.}
This is simply not an accurate statementI was the individual to make first contact with the merchantThe merchant mailed the original proposal with manufacturer's pamphlets to my attentionI selected the door make and price point levelI verified the door size opening that we wanted to maintain and I confirmed that we wanted the better door hardware and belt driven opener styleIt should also be noted that I made it clear to the merchant, up front, that I was not in the area and that my mother and my sister would be the ones who would be stopping by her business to select the specific finish options from her floor room samples, as I did not feel comfortable selecting these items from color palettes on a manufacturer's pamphletPlease note, regardless whomever I requested to select the finish options, the fact of the matter is that I specifically went above and beyond to arrange a proper review of the merchant's information and samples to make the selection that we wanted. Whether the contract was signed by my hand or my sister's hand is irrelevant. What is relevant is the fact that we selected specific color doors from the merchant's samples and the merchant chose to order and install substitute colored doors
{The painting contractor indicated the doors, Ms*** *** selected, matched the home and the current painted
openings and front door colors were what did not match with the homes color palette. Mr*** refused the offer of good will
to paint the openings a color that would match. As an effort of customer service, I checked with Clopay, they indicated
a 7’-3” door height is custom made to that order and they would not replace the sections as the customer requested.}
First, this merchant knows that the color doors that we selected was (as she labeled it) 'mahogany' and therefore, the walnut color doors that were ordered and installed are not as my sister selectedSecond, the painting contractor did not agree with the merchant that the walnut color doors (orange undertones) matched the rose colored mortar joints on the houseAs a matter of fact the painting contractor even consulted with his color charts and could not find anything that would work in the rose colored family and stated to the merchant that the orange undertones are too much of a contrast to the reddish mortar and maroon colored trimThe best the painting contractor could offer was to go with one of the more brownish colors from the brick in an effort to tie the walnut doors to the rest of the house in hopes that ones eye would be pulled away from the rose colored mortarThird, no such offer by the merchant to have the trim re-painted was madeIn fact, when I had not heard anything back from the merchant after she visited the site with her painter, I contacted the painter directly and inquired as to the approximate amount of money that it would take to do the repainting and how his schedule looked as to getting it done before the late fallMy hope was that the merchant would volunteer to reduce her fee accordingly so that I could get the painting done and put this behind me even though the doors were not rightFourth, as I have previously stated, I was merely looking for a resolution to this color ordering issue and I did not automatically assume, nor demand, that the sole solution was to replace the doorsOnce I made it known to the merchant that I contacted another Clopay representative (after the merchant tried to tell me that the 'mahogany' color that we selected was not available in the door size we needed), the merchant quickly offered to contact Clopay herself and simply request them to switch out the door panels for the proper ones because she believed they told her incorrect informationThis definitely would have been a great solutionUnfortunately, the only way Clopay would have sent the proper color door sections is, if they were reordered with the proper color request and someone would have had to pay for them, againAs this merchant already knows, I am aware that Clopay will produce any of their doors in 3" increments and the color has no bearing on the availability as once one decides to go with a wood tone color door, they are all custom orders
{You should also note that Mr*** and Ms***’s father was present the entire time during the two day installation
commenting to the technician on how much he liked the doors and how nice they looked on the home.}
This might be the only factually accurate statement that the merchant has offeredUnfortunately this is in no way relevant to resolving the merchant's ordering mistakeMy father is in his 80's and has been fighting glaucoma for the past several years which has left his eyesight challenged at bestI, nor my family, reside full-time at the property where the merchant installed the doors. Given the short notice that I received from the merchant to install the doors, I could not rearrange my schedule to be there, so I asked my mother if she would take and leave my dad at the house so that someone could be there to make sure that the technician could get inTo my dad's credit he was absolutely correct in saying how careful the technician was and how well the technician did installing the doorsMy dad was impressed that the technician did pretty much everything single handed and efficient at thatTo criticize my aging father because he complimented the technicians work and did not notice the color wasn't correct (nor would he have had knowledge of the true color because he did not select it) is simply distasteful, unprofessional, and intolerableInstead, maybe the merchant should be asking who was suppose to verify that the door being delivered to the jobsite, before it was installed, was correctly matched with the showroom floor color samples.
{At this time, the Credit Card company that awarded HC Incthe first dispute has a second dispute filed by Mr*** that is still waiting
a decision. The job has not been paid to dateServices were rendered and fulfilled as per the contract signed by Ms*** ***, therefore,
payment is due.}
Once again, the merchant needs to verify her own banking and account logs before making such factually inaccurate commentsAccording to my bankcard statement the entire amount originally charged by the merchant was settled months ago and has since been cleared from my accountIf the merchant has not received payment than the problem needs to be resolved between her and her bank and does not pertain to meThe job has indeed been paid in full and I have the statement to prove it, unfortunately the doors are not what we paid forWhen my sister authorized and paid for the proposed doors, we had no idea that this merchant was not trustworthyKnowing what we now know we would have never been so nice as to pay for everything upfront before the order was placed
In closing, the merchant has once again demonstrated no effort to resolve a mistake that she clearly madeThe merchant ordered an incorrect product, knowingly sent her technician out to install the incorrect product, and as can be noted in the merchant's final paragraph, demands full payment as if no one should ever question herThe saddest part of this entire saga is that the doors are of great quality, and as my dad pointed out the technician did a good job with the install; unfortunately, all of that is negated by the simple fact that these are not the doors that we orderedThe only reason I placed a hold on the credit card payment was because this merchant refused to contact me and get this worked outEven though she assured me that they would make it right, I never heard anything for weeks on endFinally, with literally hours to spare before the 90-day timeframe to place a hold with the credit card company expired, I was forced to place the payment on-hold in hopes that it would get the merchant interested in a resolutionI am growing more convinced that this merchant has no intention of resolving this dispute in a businesslike manner; thus the reason I have reached out to your agency so that maybe, just maybe, your agency can save the next individual willing to do business with this merchant a lot of unnecessary hassle
With Grateful Regards,
*** ***
In regard to the latest response by Mr. [redacted]. Please refer to my original email
explaining the job along with copies of the contract and invoice. My response
remains as stated.
It should be noted by your organization that Mr. [redacted] is not the individual I dealt with on this transaction. Ms. [redacted]
was the person who made all approvals & selections of materials as specified in the signed contract and invoice.
The painting contractor indicated the doors, Ms. [redacted] selected, matched the home and the current painted
openings and front door colors were what did not match with the homes color palette. Mr. [redacted] refused the offer of good will
to paint the openings a color that would match. As an effort of customer service, I checked with Clopay, they indicated
a 7’-3” door height is custom made to that order and they would not replace the sections as the customer requested.
You should also note that Mr. [redacted] and Ms. [redacted]’s father was present the entire time during the two day installation
commenting to the technician on how much he liked the doors and how nice they looked on the home.
At this time, the Credit Card company that awarded HC Inc. the first dispute has a second dispute filed by Mr. [redacted] that is still waiting
a decision. The job has not been paid to date. Services were rendered and fulfilled as per the contract signed by Ms. [redacted], therefore,
payment is due.
Respectfully,
text-transfor*: none; white-space: nor*al; widows: auto; word-spacing: 0px; -webkit-text-stroke-width: 0px; background-color: rgb(255, 255, 255);">Please see the attached docu*entation. The job was co*pleted as specified according to the signed contract # 3113 signed by *s. [redacted]. [redacted] on 12/23/13.
Pay*ent was *ade via *s. [redacted]’s Credit Card on 1/14/14 and the invoice, see attached for details, was sent to *r. [redacted] at the request of *s. [redacted]. Installation of doors and operators was co*pleted on 2/17/14 &a*p; 2/18/14, five weeks after receipt of invoice.
Charge back for pay*ent was taken on 6/3/14. Pay*ent was awarded back on 8/15/14 via Credit Card co*pany for dispute. Full balance of $3370.00 is still outstanding to date for job co*pleted 2/18/14 pending 2nd dispute filed by custo*er after charge back was awarded by Credit Card co*pany.
TBD refers only to the Colonial Decra Inserts for the Top Section Glass as selected by *s. [redacted], as stated on the contract.
Custo*er expressed their dislike of the color selected and approved by *s. [redacted] in the signed contract #3113 in *arch 2014 approxi*ately one *onth after installation was co*pleted.
Respectfully,