Melchior Windows and Doors

Review: June 2013 we had professionally installed our HURD patio doors. From the beginning we had an issue with the quality of the door. The screws that were sent with the storm door were the wrong color and size. As we waited for the new screws to come in and have them fix the door the storm door pulled away from the frame of the patio door and the plunger fell off. We again reached out to [redacted] at Melchior Windows and Doors and he came out w/ someone from HURD to fix it. Initially [redacted] agreed that they would fix the door. When they came out they ended up drilling extra holes to allow for the "correct" screws to be put in. I advised [redacted] that I wasnt happy w/ that solution and asked that he replace the door with one that would have all of the correct parts from the start. [redacted] said that per our contract it stated that he was allowed the opportunity to fix the situation rather than replace the door; I allowed them the opportunity to fix the door. They ended up coming out 2 different times to fix it and it was still not fixed. At one point the door handle fell off and the plunger fell off again. In addition to the issue w/ the quality of the door they miss-ordered and didnt order a storm door and when told about it they said that they would only charge me half, even though it was supposed to have been ordered and paid for in the beginning. I have been in continuous contact w/ [redacted] and he been telling me that he would be out to fix the door. [redacted] has said several times that he would be out to fix the door and has not shown up or called. This prompted another call to [redacted] who has now been very lax on returning my calls. It is now November and we are still dealing with it. I am trying to reach out to the CEO of HURD or the 2nd in command and they havent returned many calls either. The final piece now is that I received a call back from [redacted] telling me that from now on he would be charging me for labor every time he sends someone out. The original issue is still not resolved and the service and communication has been horrible.Desired Settlement: I would like the door to be fixed correctly and that they stand behind what they say.

Business

Response:

This door has been an ongoing project, which should have

been resolved some time ago !

The builder who installed the 3-wide patio door, proceeded

to run all fasteners for the screen door

through the outside of the aluminum frame .

(Probably should have checked the 1st to see if it protruded,

then proceeded) These were the screws that were sent with the

screen door from the factory . The

door handle that fell off the patio door , was again an installation

issue, as the split shaft the set screws

attaches to , was installed incorrectly,

which I fixed on my 2nd

trip back, (1st trip

was an inspection of screen door , I knew nothing of handle falling off).

The door that was ordered was a 3-wide swinging patio door,

which was ordered with a swinging screen door, (not a storm door), Quote

was sent by email on March 22 2013, which specifically states a swinging screen

door. A glass storm panel for this door

would have been an option & an upcharge on the door.

My company has been out to this job, 4 times since delivery

of the door & windows, 1 for

inspection of door, twice to replace metal astragals on door, & a 4th

time to reinstall a screen door & adjust the patio door. As of the first 3 times the patio door had

not been completely installed (was not shimmed at all), which caused the door

to move in the opening , as of the 4th time back, it had small

blocks on interior, no other fasteners .

Hurd is sending a storm panel for the door, & a screen

door plunger bracket, which has failed, directly to the homeowner.

As with any warranty issue, Hurd’s sole option is either

repair or provide replacement product, we have done both, this job is 1 hour 15 minutes each way from

my business, I generally try to schedule

more than 1 job or estimate, in an area due to the high cost of doing business

these days.