Just Talking Doors, Inc.

Dear Revdex.com,Just Talking Door has made numerous attempts, at considerable expense, to try to satisfy the [redacted]s.  While we do not challenge the fact that they are not satisfied, we don't know specifically why they are dissatisfied, or what we could do to change that.  We do have a very...

different story to tell about what happened in this transaction.First, we would like to reference the attached contract that Jenell [redacted] signed.  In that contract it was spelled out in writing that the door that the [redacted]s purchased was an AS IS door,  Further, the conditions surrounding the sale of an AS IS door were well spelled out.  "All purchases of an AS IS door carries NO WARRANTY whatsoever.  Make sure that you inspect these doors closely prior to making your purchase.  All sales of AS IS doors are FINAL - NO RETURNS ALLOWED".Further, the contract references installing the purchased AS IS door into the [redacted]'s existing door frame.  The original door frame allows for the use of metal weatherstripping ONLY to seal the door within the frame.  On our first trip to the [redacted] residence, we did exactly that.  Our installer, who is one our most experienced, contacted us after approximately 4 hours of working on what on average is a 2 hour job to let us know that Ms. [redacted] was not happy with the installation.  He stated that the installation was completed successfully, but that she could see daylight from around the new door and new metal weatherstrip.  Metal weatherstrip is widely known for causing this problem as it is the "old school" method of sealing a door that has been in use for decades.  This was explained to Ms. [redacted], and she insisted that the daylight be removed - though doing so would be outside of the limits of the weatherstrip.  She  then insisted on having the door frame replaced.  She was given a cost of an additional $600 to do that work, which she agreed to over the phone.  Our installer then removed the new door that had just been installed, and replaced it with the old door.  The new door was brought back to our shop, where it was placed into a new door frame.On our second trip to the [redacted], the new door and frame was installed.  The installation was completed, and Ms. [redacted] commented to our installers about how happy she was with the new door installation.  We began calling Ms. [redacted] to secure the final payment on the job, but got no response for over 24 hours. Once contacted, she was no longer satisfied with the installation.  As well, she began to send pictures of various parts of the installation.  Per the pictures she sent and the feedback from our installer, the [redacted]'s door was properly installed.  This was communicated to Ms. [redacted].  After she heard this, the conversation changed to concerns of us failing to inform her that she was purchasing an AS IS door, and the fact that a Knotty Alder door had knots in the wood.I personally communicated with Ms [redacted] to try to understand the specifics of her complaints about the door and the installation.  She repeatedly told me that the door "was not professionally installed".  I asked what that meant, and was told that "it just didn't fit" and "the door was defective".  I did explain that we could not take action, but it was because we had no idea what action to take to satisfy her.  We explained that we would only be charging her an additional $275 for adding a frame to the door and reinstalling it (not the $600 originally agreed to).  She agreed to pay the remaining balance on her original bill plus the $275.The next day Ms. [redacted] called and demanded that we come and properly install her door.  She stated that she had a "professional, reputable door company" look at her door, and that they informed her that is was not "professionally installed".  She was asked who that company was, and declined to provide that information.  She stated that she had hired that company to remove the door she had purchased from Just Talking Doors, and replace it with a new door.  She was asked if she thought the new company had any financial interest in providing the opinion about Just Talking Doors work, and she declined to answer.  Ms. [redacted] was told that unless and until there was specific information provided about the deficiencies in the door and / or the installation provided by Just Talking Doors, there was not anything that could be done.While Just Talking Doors strives to satisfy its customers, we accept the fact that some are more difficult to satisfy than others.  The most difficult situations are those where there is a complaint, but nothing specific that we can act upon.  We feel this is clearly the case with the [redacted]s.  As our contract states, it was the [redacted]'s responsibility to inspect the door they purchased.  We informed them of that in writing, which they acknowledged in writing.  Based on that, we will are not willing to take the door back from the [redacted]s.  We have now installed the [redacted]'s doors twice - using two different methods and at very minimal additional cost to the [redacted]s.  That work carries a one year warranty.  If the [redacted]s can provide a reasonable defect that needs correction, we will look at that request as we do with any other, render a decision on the warranty request, and act on that decision accordingly.

Mrs [redacted],Thank you for your response.We saved the original text that you sent to Ruth and it only contained the two pictures that I have attached to this correspondence.  I have also included pictures taken of Ruth's screen showing you the text sequence.  As you can see, there was no large gap present in the pictured portion of the door.  I'm sure that you just inadvertently left the intended picture out of the text.It is our business policy to ask for photographs prior to committing resources to a service call.  We do that so that we can keep costs down, and subsequently the price of your door is lower.  As soon as we were presented with the picture showing the wider gap, we were willing to initiate a service call.We have been very consistent in our approach to warranty issues with you, just as we are with all of our customers.  The offer remains open to schedule a service call based on the new information that has been made available through your communication with the Revdex.com.  Your workmanship warranty is still in full effect, and we stand ready to perform that warranty once you give us access to your home.  We are neither motivated nor deterred by reports to the Revdex.com, but we do take maintaining our reputation seriously.  We can only hope that we will be allowed to do that in this case.Regards,Kim...

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.  The exact photos previously attached were texted to Ruth C. and discussed with both Ruth and Kim with this Company on August 11th and 12th.  After viewing these exact same photos previously, they attempted to convince us that this was the expected installation and demanded payment.Regardless of the installation status, this was the point to offer to come back and review this installation for any Company with good customer service.Backtracking now is only a result of the Revdex.com investigation.Based on the conflicting reports being offered from this Company, these are not individuals we want back in our home or to deal with further.We are only looking for the Revdex.com to properly rate this Company based on our given experience, so others do not have to experience the same results.
Regards,
M. [redacted]