Pioneer Body Paint & Glass, Inc

To whom it may concern:I am writing in response to the complaint made against Slide Right LLC.Mr. [redacted] called our company to have a city code compliant closer and latch installed on his door. Over the phone he scheduled an appointment. A few days later, our technician arrived at his property to do...

the work. Mr. [redacted] was not home for the installation, but someone was present. We installed the system and received approval, payment, and also a signature agreeing to the work completed. I enclosed a copy of the work order in this correspondence. The next day, we received a phone call from Mr. [redacted] expressing his opinion on the latch we installed. He stated that it did not look like the one pictured on his website. Prior to making the phone call to schedule the appointment, he had visited our website and saw our photos, which have a different style latch. Recently, we updated our latching system. It has the same exact function as the previous style latch, with an improved design.Since Mr. [redacted] was not home at the time of installation, our technician followed standard procedure and and the new latch was installed. Over the phone we attempted to resolve his complaint and let him know that we would send out another technician to his property to let him know what can be done to accommodate him. Again, he was not home to discuss his options. Therefore, no work was done.He called the next day, unhappy that nothing was done. Again, over the phone we gave him options to resolve his issue. However, he did not want to proceed with any option. We let him know that if he would like the old style handle, we would come back out and install it. However, since the size is somewhat different, there would be exposed holes left over on the side of the door frame from the previous latch. We offered to place a small cover plate over the area. He did not wan't that, either. He will not be satisfied unless he receives an entire new door replacement with the old style latch installed. Unfortunately, his complaint does not warrant an entire new door. There is absolutely nothing wrong with the product that we installed. It is fully functional and he passed his pool code inspection. We attempted to resolve his complaint. In addition, we did not send out any advertising to him or answer any of his questions falsely. Slide Right did its due diligence to install an self closer and latch, and received approval from the party left responsible at the property. Please feel free to contact our office for any further questions or details. Thank you,PaigeSlide Right###-###-####