Native Sun Home Accents

Review: We had Native Sun come to our home on 8/12/2015 for a measurement and an estimate for have glass inserts installed in our security door that they installed last year.

They measured and said they could have the INSERTS installed in two weeks, the price was fine we gave them a 100 dollar deposit.

After fours weeks they showed up to install the glass, we were not watching them do the work seemed like it was taking forever, when the installer said he was finished I went our to look at the door .

What they did was place glass over the screen and drilled 12 holes in the door ,in a sense ruining it, we asked for inserts, they knew that, I told them that was not acceptable and wanted it corrected.

They agreed and after two weeks come back out and removed the entire door to fix the holes they drilled and have the inserts installed.

After many phone calls and two broken appointments, no shows, and many excuses to date we have no security door, actually today they were supposed to be here to install the door again.Desired Settlement: We want them to either finish the job within one week of today, or refund our entire amount for the door and deposit

and we will go buy a door elsewhere

Review: Attention: Revdex.com of Central/Northern Arizona,

On March 12, 2012, my wife and I ordered a security door from Native Sun Home Accents. The security door was ordered with a thumb turn lockset and re-key service. This door was installed on May 2, 2012. The bottom line is the thumb turn lockset does not function correctly despite several attempts by Native Sun to remedy the issue. The result is the cylinder continuously spins when trying to unlock the security door from the outside and we are unable to unlock the security door. On February 6, 2013, Native Sun inspected the lockset and replaced with a new lockset and the new lockset had this same issue after the re-key service. The Native Sun employee said he would check with the production manager and the manufacturer regarding the lockset issue. On April 18, 2013 a Native Sun employee again replaced the cylinder lockset as a temporarily solution. However, he stated this lockset could not be re-keyed because the cylinder would continue to spin as the previous locksets. In addition, he stated the manufacture did not have a solution to the problem (essentially the hardware was defective). The employee admitted this is sub-standard service and they would work to find a solution. On June 25, 2013 I called Native Sun to check on the status of the solution, however to my displeasure there was no progress. I requested a call back from the product manager. On June 26, 2013 I did receive a call back from the product manager and he confirmed the defective issue with the lockset when it is re-keyed. He stated he would call some other manufacturers and call me back. I received no call back to date.Desired Settlement: At this point, I’m exhausted with making phone call after phone call and leaving work early to meet Native Sun employees with no results. Native Sun has not been proactive with keeping me updated or finding a solution. Given the lengthy time, clearly my problem is not a priority for Native Sun to resolve. I would like to have this problem fixed correctly within the next 30 days or request to be fully refunded for $1434.80 and Native Sun have their security door back.

Business

Response:

Native Sun has re-placed the defective lock set several times. When the customer called we sent a service technician out to re place the lock the next day or when it was convenient for the customer to be there at that time. Unfortunately there is no other source of a better quality lock set for that type of door in the country that has a reasonable price to keep the customer cost down. No Company in Arizona carries the lock set so it takes time to receive, as it is a hard to find and expensive special order item. The Production Manager found a source and the Office Manager ordered the lock set. The Production Manager last spoke with customer on the 21st, called customer to notify we are waiting on a call back from the supplier and would return a call after more information was obtained. The Supplier did not call back so the Production Manager did not return a call to the customer because there was no new information. Native Sun could have had better communication and we apologize for any inconvenience. The lock set is due in any time, when received we will contact client for a re placement. We feel we have made every effort to satisfy client as we have warrantied the lock at no cost 2-3 times, sent service technician out at every request made. We hope to resolve this lock issue asap, We will attempt to contact the client as soon as the part is received.

Native Sun

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

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. Native Sun sent a technician to my house on 7-15-13 and replaced the lock set. The new lock set works and the issue has been resolved.

Regards,

ON JULY 30TH 2015 WE ORDERED 8 SUNSCREENS, TODAY SEPT. 26TH 2015 WE JUST GOT OUR LAST SCREEN AS THIS WAS MEASURED WRONG AND HAD TO BE REMADE. THAT TOOK 31/2 WEEKS FOR THAT ONE SCREEN TO BE COMPLETED. I WAS CONTACTED THE LAST WEEK THAT THEY WOULD BE HERE, NO SHOWS 3 TIMES!! NO CONSIDERATION FOR OUR TIME. NOT A REAL CONSUMER FREINDLY COMPANY TO DEAL WITH.THAIR REASON WAS WE ARE SO BUSY. I SRONGLY WOULD NOT RECOMMEND THIS CO.!!