La Cantina

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to meI consider this complaint resolved Regards, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait for the business to perform this action and, if it does, will consider this complaint resolvedHello, Can you cancel this complaint?Your complaint was assigned ID [redacted] The company has resolved the issueThanks, [redacted] Regards, [redacted]

Mr [redacted] placed an order with LaCantina Doors for a folding door system on 20Sept Mr [redacted] requested this order be set for will call piat our facility Mr [redacted] stated it was his preference to employ a shipping company of his choice as he felt he could find a lower cost carrier During the quoting process, Mr [redacted] was made aware other freight cannot be stacked on top of our product and our product packaging would be labeled with stickers specifying this Mr [redacted] was also made aware LaCantina Doors will not be responsible for product damaged in transit if he coordinates shipping Mr [redacted] acknowledged that he understood and would assume the liability The order was will called 12Nov Upon receipt of the order, Mr [redacted] contacted LaCantina Doors to report white marks on the face of two panels LaCantina Doors’ service department informed Mr [redacted] that this happens when other freight is stacked on top of our crates This additional weight adds compression to our packaging and can mar the panels in transit Although LaCantina Doors was not liable for damaged product caused by the carrier Mr [redacted] employed, LaCantina Doors offered assistance LaCantina Doors advised rubbing alcohol may remedy the issue; however, per Mr [redacted] this was not successfulLaCantina Doors then offered to rebuild the panels and ship them to Mr [redacted] at no charge Mr [redacted] , however, would be responsible for the costs associated with removing the glass from the existing panels and glazing the new panels Mr [redacted] , not wanting to take any responsibility for this issue, refused to assist in this solution and declined this offer In an effort to satisfy Mr [redacted] , LaCantina Doors went a step further and offered to replace the panels, with glass, and ship them to the jobsite at no charge However, Mr [redacted] declined this offer as well While LaCantina Doors offered to provide these panels in approxhalf the standard manufacturing time, Mr [redacted] stated the lead time to manufacture and deliver new panels was not acceptable At that time, Mr [redacted] specified he wanted a cash reimbursement from LaCantina Doors LaCantina Doors’ objective was to ensure the customer received quality product and felt that offering to replace the damaged product at no charge, even after it was determined the issue was a manufacturing defect or warranty related, was a generous and fair solution Nonetheless, LaCantina Doors ultimately paid Mr [redacted] the $1, he requested LaCantina Doors is genuinely disappoint Mr [redacted] had a less than ideal experience and hopes he is satisfied with the final resolution

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint
resolved
Hello,Can you cancel this complaint?Your complaint was assigned ID ***.The company has resolved the issue.Thanks,*** Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint...

resolved.
Hello,
Can you cancel this complaint?Your complaint was assigned ID [redacted].
The company has resolved the issue.
Thanks,
[redacted]
 
 
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I consider this complaint resolved.
Regards,
[redacted]

Mr. [redacted] placed an order with LaCantina Doors for a
folding door system on 20Sept2013.  Mr. [redacted] requested this order be
set for will call pick-up at our facility.  Mr. [redacted] stated it was his
preference to employ a shipping company of his choice as he felt he could...

find
a lower cost carrier.  During the quoting process, Mr. [redacted] was made
aware other freight cannot be stacked on top of our product and our product
packaging would be labeled with stickers specifying this.  Mr. [redacted]
was also made aware LaCantina Doors will not be responsible for product damaged
in transit if he coordinates shipping.  Mr. [redacted] acknowledged that he
understood and would assume the liability.  The order was will called
12Nov2013.
 
Upon receipt of the order, Mr. [redacted] contacted LaCantina Doors
to report white marks on the face of two panels.  LaCantina Doors’ service
department informed Mr. [redacted] that this happens when other freight is stacked
on top of our crates.  This additional weight adds compression to our
packaging and can mar the panels in transit.  Although LaCantina Doors was
not liable for damaged product caused by the carrier Mr. [redacted] employed,
LaCantina Doors offered assistance.
 
LaCantina Doors advised rubbing alcohol may remedy the issue;
however, per Mr. [redacted] this was not successful. LaCantina Doors then offered
to rebuild the 2 panels and ship them to Mr. [redacted] at no charge.  Mr.
[redacted], however, would be responsible for the costs associated with removing
the glass from the existing panels and glazing the new panels.  Mr.
[redacted], not wanting to take any responsibility for this issue, refused to
assist in this solution and declined this offer.  In an effort to satisfy
Mr. [redacted], LaCantina Doors went a step further and offered to replace the
panels, with glass, and ship them to the jobsite at no charge.  However,
Mr. [redacted] declined this offer as well.  While LaCantina Doors offered
to provide these panels in approx. half the standard manufacturing time, Mr.
[redacted] stated the lead time to manufacture and deliver new panels was not
acceptable.   At that time, Mr. [redacted] specified he wanted a cash
reimbursement from LaCantina Doors.  LaCantina Doors’ objective was to
ensure the customer received quality product and felt that offering to replace
the damaged product at no charge, even after it was determined the issue was a
manufacturing defect or warranty related, was a generous and fair solution.
 Nonetheless, LaCantina Doors ultimately paid Mr. [redacted] the $1,000.00
he requested. 
 
LaCantina Doors is genuinely disappoint Mr. [redacted] had a less
than ideal experience and hopes he is satisfied with the final resolution.

Review: We bought a set of 16'x8' door panels from LaCantina. The ordering process was smooth and they responded quickly to emails. That is until they had our money. The manufacturing process took an extra 2 weeks which delayed the project and with winter upon us we needed the door on time.When taking the panels out of the crate we noticed staining and discoloration on some of the doors. We were told that this sometimes happens and to try to use a few different products to remove the staining to no avail. We went back and forth wanting to send me the frame without the glass and that I would need to disassemble the panels or find someone locally to do it at my cost. After much negotiating they finally indicated that they were going to replace the panels. Fantastic I though. Not so much. The fabrication and transit would take another 4-6 weeks which was unfeasible. We decided to put a little water in our wine and pitched the idea of crediting use what it was going to cost them the manufacture the new panels and ship them to us. Seemed reasonable to us and we would settle with the fact that they weren't perfect. They came back to us, after many reminders, telling us that they were not responsible and they I would need to submit a claim with my freight comapny.Their lack of communication showed us that this issue was not being dealt with seriously and felt that their lack of ownership of the problem demonstrates that they do not stand behind their products. Seems like more and more of these negative reviews are popping up. The doors do look great minus the imperfections and if they had taken care of this properly we would have used these doors in other projects. If everything goes as planned you're ok but if something comes up, you're out of luck. I won't gamble like that.Desired Settlement: Refund cost of manufacturing process and freight or replace the 2 panels.

Business

Response:

Mr. [redacted] placed an order with LaCantina Doors for a

folding door system on 20Sept2013. Mr. [redacted] requested this order be

set for will call pick-up at our facility. Mr. [redacted] stated it was his

preference to employ a shipping company of his choice as he felt he could find

a lower cost carrier. During the quoting process, Mr. [redacted] was made

aware other freight cannot be stacked on top of our product and our product

packaging would be labeled with stickers specifying this. Mr. [redacted]

was also made aware LaCantina Doors will not be responsible for product damaged

in transit if he coordinates shipping. Mr. [redacted] acknowledged that he

understood and would assume the liability. The order was will called

12Nov2013.

Upon receipt of the order, Mr. [redacted] contacted LaCantina Doors

to report white marks on the face of two panels. LaCantina Doors’ service

department informed Mr. [redacted] that this happens when other freight is stacked

on top of our crates. This additional weight adds compression to our

packaging and can mar the panels in transit. Although LaCantina Doors was

not liable for damaged product caused by the carrier Mr. [redacted] employed,

LaCantina Doors offered assistance.

LaCantina Doors advised rubbing alcohol may remedy the issue;

however, per Mr. [redacted] this was not successful. LaCantina Doors then offered

to rebuild the 2 panels and ship them to Mr. [redacted] at no charge. Mr.

[redacted], however, would be responsible for the costs associated with removing

the glass from the existing panels and glazing the new panels. Mr.

[redacted], not wanting to take any responsibility for this issue, refused to

assist in this solution and declined this offer. In an effort to satisfy

Mr. [redacted], LaCantina Doors went a step further and offered to replace the

panels, with glass, and ship them to the jobsite at no charge. However,

Mr. [redacted] declined this offer as well. While LaCantina Doors offered

to provide these panels in approx. half the standard manufacturing time, Mr.

[redacted] stated the lead time to manufacture and deliver new panels was not

acceptable. At that time, Mr. [redacted] specified he wanted a cash

reimbursement from LaCantina Doors. LaCantina Doors’ objective was to

ensure the customer received quality product and felt that offering to replace

the damaged product at no charge, even after it was determined the issue was a

manufacturing defect or warranty related, was a generous and fair solution.

Nonetheless, LaCantina Doors ultimately paid Mr. [redacted] the $1,000.00

he requested.

LaCantina Doors is genuinely disappoint Mr. [redacted] had a less

than ideal experience and hopes he is satisfied with the final resolution.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I consider this complaint resolved.

Regards,