Homecraft Inc.

RE: ID *** Responded to client immediately after credit card was run with wrong amountApprised client we would reimburse her for any charges that she incurredCredited back her card two minutes after mistake was realizedMonday morning immediately went to clients
bank and had bank person reinstate monies and call client to assure her that it was taken care ofHad bank person call her branch in Pennsylvania and explain circumstancesAll copies requested by client (copy of original contract, transaction receipts) mailed as requestedAny additional questions or concerns please contact me directly
***
*** ** *** *** ***
***

Re: Complaint "Hot Door" The products provided *** *** are installed properly and function wellThe door is in no danger of ignitingThe door color choice is commonly used and we have never had a complaintWe have offered two solutions at her expense to try to make *** *** less worried about the temperature of the doorAlso the door is not returnableBecause *** *** is a good client and has done work with us in the past we will offer to split the cost of the two options presentedAt no time do we admit that anything we have done or provided is in any way wrong or out of context to a typical door replacement
Regards
*** ** *** ***

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.
Attn: Revdex.com
Re: Reasons for rejection
I chose to reject the solutions offered by Homecraft mainly, because everything has to be done at "my expense." I already paid $1,for the door, and spent more money on other home improvements. I shouldn't have to pay them more money because the door I purchased from them is a safety/health hazard because it becomes dangerously hot in sunlight or when the temperature goes up. I want my money back so I can purchase another door with another company. I also plan to go as public with this issue as much as possible so this won't happen to other innocent victims. I live alone and work two jobs to make ends meet, so when I do home improvements, I expect honesty and for the work to be done right. I can't afford to keep paying for a home improvement to be done over again and do not plan on spending any more money with Homecraft. I'm requesting them to either put my old door back on (that never became hot) and refund my money or just refund my money and take their door

We had 12 double hung Anderson windows installed this week, and the installers did a wonderful job. They had all of the windows installed in 3 days and did not leave a speck of dirt. They even cleaned up outside so our mulch and flower beds looked as beautiful after they left as they did when they came. They were kind enough to put our window shades back up for us and also put our curtain rods back up. We could not have asked for a better team. The windows were perfectly clean with all stickers removed when they left (very important to me). We will request this same team when we purchase windows for the back of our house. I would rate them a "10" out of "10." They were perfect.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I had to personally go to my bank on Monday morning. My branch manager gave me a $715 credit into my account as a courtesy of TD Bank so as not to suffer any late fees and bank charges. I had been informed on Friday from TD Bank that any "refund" back into my account would not take place until Thursday of that week due to bank policies. It doesn't matter when Homecraft says they put the "refund" through - the time to actually have the money back in anyone's account depends on the credit card processing company THEY do business with (as per TD Bank). Homecraft did not resolve this matter for me - my branch manager at the bank did. I did receive a call way later in the morning AFTER I had spoken to my branch manager. The bank manager in Delaware called when he saw that my local branch manager was helping me out. The actual refund did not go through until a day or so later. I have the word "refund" in quotes because it was in fact an unauthorized charge - as I had VERIFIED BY PHONE THREE TIMES BEFORE getting off the phone that my balance was only in the amount of $200. I do have my money back that was taken out of my account without my approval. Homecraft went to the bank in Delaware - which was NOT as per the fax I sent to them with instructions from TD Bank  - they were supposed to send a Merchant Release letter from them to TD bank's office but they had never contacted me to get my full card number as per the instructions on the fax. They should have known to do this in the first place. They are not being honest in how I finally got my money back that was an unauthorized charge to my debit card / bank account. I do not need to contact them further - as I am sure they know they are not being honest in how the branch manager at  MY local bank resolved this for me. Homecraft never went to my local bank -they went to one near them in another state. Where I do have my money back - they were not honest in their reply to you as to this matter. But I guess that is just how they are.

RE: complaint ID [redacted]
We have contacted [redacted] at a minimum three times in the last month. We have not been able to come out witness her concern due to  the extreme cold and also because [redacted] was away. I personally spoke with her when she originally...

called. I told her on original contact that the only remedy was to paint the door a different color or have the door blank replaced direct from the factory at her expense. Homecraft Inc would be happy to supervise either choice. However, the metal surface will still get hot to the touch. Ms Davis's door faces a southern exposure and with a black surface gets hot. All metal doors will get hot as do car surfaces. Upon touching the surface of the door it is not uncommon to feel some surprise or discomfort. Not under any circumstances will the door ignite or burn someone. I spoke with [redacted] in length on Thursday February 6th and re-established our previous discussion. I had advised [redacted] to visit her neighbors and to check their entry doors. My advise again at her expense 1. Paint door a lighter color (steel doors will still be hot to touch) cost approximately $300.00.  2. Replace steel blank with fiberglass blank from manufacturer cost $523.00, door will still be hot with exposure and storm door.  3. Ventilate storm door screen to prevent some heat build up. (due to exposure door surfaces will become hot as would car surfaces).  Hopefully we are moving towards amicably resolving this issue. I have asked [redacted] to direct all her correspondence directly to me to try and expedite this matter. If you have any additional questions or concerns please do not hesitate to contact me.

Review: I purchased a front entry door this past December, and about a week later, on a sunny 40 degree day I burned my hand while trying to enter my home. The door becomes so hot that its untouchable. I've had family members yell out and jump because they touched the door, not expecting a door to be hot. You can also actually feel the heat coming from the door. I have a lot of small kids in my family, and someone is going to get seriously burned and hurt. the company knew that this type of door (it's black on the exterior) could do this, but yet they don't tell the consumer and still continue to sell the door. It's a safety hazard, and I'm scared that's its going to catch fire and also that someone is going to get hurt. I've spoken with this company several times and now they're not returning my calls.Desired Settlement: I want either a solution to the problem or a new door. I also want the company to acknowledge the seriousness of the problem, and to address the safety issues with this type of door so it doesn't happen to anyone else. Someone is going to get burned from trying to enter my home, and that is something that should never happen.

Business

Response:

RE: complaint ID [redacted]

We have contacted [redacted] at a minimum three times in the last month. We have not been able to come out witness her concern due to the extreme cold and also because [redacted] was away. I personally spoke with her when she originally called. I told her on original contact that the only remedy was to paint the door a different color or have the door blank replaced direct from the factory at her expense. Homecraft Inc would be happy to supervise either choice. However, the metal surface will still get hot to the touch. Ms Davis's door faces a southern exposure and with a black surface gets hot. All metal doors will get hot as do car surfaces. Upon touching the surface of the door it is not uncommon to feel some surprise or discomfort. Not under any circumstances will the door ignite or burn someone. I spoke with [redacted] in length on Thursday February 6th and re-established our previous discussion. I had advised [redacted] to visit her neighbors and to check their entry doors. My advise again at her expense 1. Paint door a lighter color (steel doors will still be hot to touch) cost approximately $300.00. 2. Replace steel blank with fiberglass blank from manufacturer cost $523.00, door will still be hot with exposure and storm door. 3. Ventilate storm door screen to prevent some heat build up. (due to exposure door surfaces will become hot as would car surfaces). Hopefully we are moving towards amicably resolving this issue. I have asked [redacted] to direct all her correspondence directly to me to try and expedite this matter. If you have any additional questions or concerns please do not hesitate to contact me.

Consumer

Response:

Review: I owed a balance after work had been completed in the amount of $200.00. I gave my debit / VISA card number over the phone as I wanted to pay my balance (after I had issues which took another day to resolve). I was not happy with my installation and they offered to let me withhold $200 from my total balance due until the issues I had with the installation had been resolved. Which they were. So I CALLED THEM to pay my balance the following day after I had time to go home after work to see the adjustments made to my window installation. They at no time had to come after me to collect any money - I called them with payment. I verified twice with the "manager" John from Homecraft that my balance he was going to put through was in the amount of $200.00 - which he verified. Several hours later the woman who answers the phones called me at work and said there had been an error putting my payment through. I originally thought there was a daily limit on how much I could use my debit card as I had made several on line payments for bills that were due through my bank "bill pay" service. The woman told me that instead of putting just the $200 through - that she had put through a charge in the amount of $714.00 (which was my original balance due). I had paid $514.00 of that on Wednesday - leaving the balance of $200.00. The woman said she refunded me the $714.00 but then put though another payment of $200.00. (Instead of just refunding the $514.00 overcharge she made. SO now I had a total charge to my checking account through my debit card in the total amount of $914.00! I called my bank but they said that refunds do not show up for several days (sometimes 3 - 4 days for a debit card). As I had already made necessary bill payments that morning - with Homecraft's careless error - I now have no money in my bank account. My bank will charge me a fee for going below $100.00, as well as bank fees, late fees from being over drawn with the places I sent monthly bill payments too. I have good credit. I am in jeopardy of having bad marks against me now. I have been on the phone 3 times with my bank - and they have told me all times that there is no record on their end of any refunds being made to my account. I was not even able to do any grocery shopping tonight and now I will have to deal with the people I paid bills to calling me saying my check was no good or my electronic payment didn't go through due to no funds in my account. I'm sure they have some knowledge of how banks work - they might have issued me a check that I could deposit into my account instead of "refunding " their over charge through a credit card terminal. Any business knows refunds take way longer than a payment. My bank told me that the payment THEY put through will have to come out of my account first (which will clean out my checking account totally), then it will be posted to their account which will be another 2or 3 days, then the refund would have to be approved by them which will take another few days. So I will have no money for a week and my bills that I paid in good faith to the places I owed money will be contacting me with non payment complaints and bank or late fees. I have had good credit for years and never had anything like this happen before. I was not happy with my installation and am not pleased with the lack of quality in what they sell . That's bad enough but now they have cleaned out my bank account and just tell me "it was an honest mistake". I even told them that I wouldn't be able to go grocery shopping or get gas in my car - and this is a holiday Easter weekend - but they didn't care. VERY POOR CUSTOMER SERVICE. They have their money that was owed to them and MY MONEY THAT WAS MINE. I feel a victim and like I was robbed to have no money for food or necessary items for a whole week.Desired Settlement: I want Homecraft to pay all bank fees, all late fees, all penalties, to write letters stating that through their carelessness and poor accounting and stupidity, that they put my credit in jeopardy giving a full explanation of the carelessness, and admitting it was totally their fault that I had insufficient funds in my account because of what they did on their part to my bank, and to those that I had made on line bill payments to this morning (not realizing my checking account would be cleaned out by Homecraft, Inc). I had sufficient funds in my account remaining after I had approved the $200 payment - not knowing they would take an additional $714.00 out. I feel they should have contacted me to ask how I wanted them to handle their error. Being a business - they should have known full well the time it takes for a debit or credit card refund to show up in a person's account. I should have been offered the option of someone from their company to drive to where I work (knowing the direness of my situation) with a check that I could have deposited into my account that day after work. I called them back to let them know twice that my bank was not seeing any signs of a refund - but they didn't care. I also believe I should be compensated in some way for the stress and emotional upset that this has caused - especially on a holiday Easter weekend. A day that I was not able to make a nice dinner for my family on. One of the most important religious days for us and I could buy nothing special to celebrate with. My grocery bill usually comes to about $135 per week. I want to be compensated for not being able to purchase groceries this week. Not that that makes up for a spoiled holiday and I hope and pray my family understands when I tell them that Homecraft robbed me of all of my money and that's why we didn't have a special meal on a special day.

Business

Response:

RE: ID [redacted] Responded to client immediately after credit card was run with wrong amount. Apprised client we would reimburse her for any charges that she incurred. Credited back her card two minutes after mistake was realized. Monday morning immediately went to clients bank and had bank person reinstate monies and call client to assure her that it was taken care of. Had bank person call her branch in Pennsylvania and explain circumstances. All copies requested by client (copy of original contract, transaction receipts) mailed as requested. Any additional questions or concerns please contact me directly.

Consumer

Response: