Panoramic Doors

Dear Mr***:In response to your unresolved complaint against our Company via the Revdex.com, we again would like to state that we are a door manufacturer, and we custom build our doors to fit the specs provided to us from either yourself (the customer) or your Independent Installer or General Contractor. It is the customer's responsibility to consult with their selected professional (third party installer or GC) to ensure the product you ordered fits your particular project needs. That's the reason you hire a professional to perform the job and submit the measurements. Our doors are made to order, so we can't issue a refund at this time. We do not offer refunds for third party issues. This is a 'specifications' problem and not a production issue.I apologize that you've had a bad experience with your installer. My only advice would be to follwith him with regards to having your money refunded.Warm Regards, *** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** *** I put in all the information from Panoramic Doors, address, URL, Business name, phone number, email and it appears the information has been attached to a company called Timonian Group rather than the company Panoramic DoorsI do not know how else to identify the company I am looking to file the complaint against other than this identifying informationI obviously want to file the complaint against the correct company but at this point I do not know how to do thisPlease advice on how else I can Identify the correct company and file the complaint

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear belowThe response given by *** is once again an example of how Panoramic Doors are not diligent when it comes to customer satisfaction and education on their own product to the customerAs shown in my original complaint, when speaking with ***, I had asked multiple times about structure around the door and what specifications would be neededNot once did he suggest speaking with our contractorI chose to talk with our contractor anyways, and he stated that the salesman would know much more about the door than he doesHe also stated that the salesman would be knowledgeable in how much weight the door frame could withstand, and if a header was necessaryThis leads back to the service and information *** provided, and by extension, the service *** and Panoramic Doors providedThis information or misinformation led us to purchase the incorrect product that was simply unusable in our homeSimply put, we would've just ordered a different door with different dimensions if we had been give proper informationPanoramic Doors could easily rectify this by giving a partial refund and shipping the door back to their warehouseThis door could absolutely be sold to another customerThe lack of knowledge on their own product is not only negligent, but unsafeWhen purchasing such as expensive, custom item, it should be expected that the company knows how structurally sound their doors are This not the case with Panoramic DoorsIt is shameful that *** has not taken any responsibility for this, and blames the custumerI am quite disappointed to have had the experience, because the product appears to be of great quality
Regards,
*** ***

Here is a copy of the signed order by the customerI clearly states that Panoramic Doors does not guarantee the size is appropriate for the applicationIt is the responsibility of the customer to provide the
measurementsWe suggest that the customer “ consult ( ) contractor or qualified professional for advice prior to ordering.”We are diligent when talking with customers to prevent any mis-ordersThe size of the door ordered is always according to what the customer requestsAll orders have to be signed off on each point prior to manufacturing of the doorAs you can see from the attached signed order, the customer did do so for this door system.Please feel free to call me if you have any further questions.Thank you,*** ***

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.  For your reference, details of the offer I reviewed appear below.The response given by [redacted] is once again an example of how Panoramic Doors are not diligent when it comes to customer satisfaction and education on their own product to the customer.As shown in my original complaint, when speaking with [redacted], I had asked multiple times about structure around the door and what  specifications would be needed. Not once did he suggest speaking with our contractor. I chose to talk with our contractor anyways, and he stated that the salesman would know much more about the door than he does. He also stated that the salesman would be knowledgeable in how much weight the door frame could withstand, and if a header was necessary. This leads back to the service and false information [redacted] provided, and by extension, the service [redacted] and Panoramic Doors provided. This false information or misinformation led us to purchase the incorrect product that was simply unusable in our home. Simply put, we would've just ordered a different door with different dimensions if we had been give proper information. Panoramic Doors could easily rectify this by giving a partial refund and shipping the door back to their warehouse. This door could absolutely be sold to another customer. The lack of knowledge on their own product is not only negligent, but unsafe. When purchasing such as expensive, custom item, it should be expected that the company knows how structurally sound their doors are.  This not the case with Panoramic Doors. It is shameful that [redacted] has not taken any responsibility for this, and blames the custumer. I am quite disappointed to have had the experience, because the product appears to be of great quality.  
Regards,
[redacted]

We are in communication with customer to resolve issue. I spoke with the customer via phone today and will be sending an email tomorrow outlining our suggested solution to the issues experienced by the customer.

This door was purchased from Panoramic Doors and not from Timonian Group.We used to own the dba "Panoramic Doors & Windows" and that could be the reason for the confusion.We have not used that for years now and this particular customer bought the door recently from Panoramic Doors and they...

should send the complaint to them.Please remove this complaint from our file...Always on the Level, [redacted]PresidentTimonian Group Inc.dba T Group Windows & Doors2780 la Mirada Drive Suite CVista, CA 92081 Phone:  (760) 806-6830              (760) 722-7252Fax:      (760) 806-6890 Cell:      (760) 801-[redacted]www.foldingdoorsandwindows.com

Here is a copy of the signed order by the customer. I clearly states that Panoramic Doors does not guarantee the size is appropriate for the application. It is the responsibility of the customer to provide the measurements. We suggest that the customer “ consult ( ) contractor or qualified professional for advice prior to ordering.”We are diligent when talking with customers to prevent any mis-orders. The size of the door ordered is always according to what the customer requests. All orders have to be signed off on each point prior to manufacturing of the door. As you can see from the attached signed order, the customer did do so for this door system.Please feel free to call me if you have any further questions.Thank you,[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 resolved.
Regards,
[redacted]