Initial Business Response /* (1000, 5, 2015/06/19) */
Contact Name and Title: *** ***
Contact Phone: ***
Contact Email: ***
I am sorry that my service technicians findings are not what you wanted to hear, I have also sent the same photo's over to
our door supplier and they too had advised that the damage also looked like it was caused by a possible forced entryWe are willing to work with you with a view to swapping out the damaged door frame and replacing it for a new one, We would be using the initial door slab and installing it back into the new frameWe would also be prepared to repair/adjust the front entry door and storm door that you have been having issues with as wellAs we cannot explain why and how the frame has split you have to be aware that all exposed wood has to be primed,painted and finished as per the *** *** warranty as per our last emailI am proposing that we carry out all the labor free of charge though we would need to re-coupe costs for the new door frame as it falls outside of the warranty supplied by ***, I would be willing to pass over our own costs with no mark upI await your response in the hope that this is a good enough resolve to the issues you have found
Initial Consumer Rebuttal /* (3000, 8, 2015/06/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As there was obviously no forced entry as seen by the outside pictures and when the door is closed on the inside and a service representative was out in ***, prior to one year warranty and glued the door frame, there is an obvious issue with the frame, ie dry rot, as it is cracked and splintered right through the frameI will not pay any more money towards this doorThe front entry door is too small for the frame and light comes through when shut and the storm door is brokenI feel I have spent enough money with this company to unsatisfactory results
***
Final Business Response /* (4000, 24, 2015/07/20) */
The customer emailed me on *** **th with a requested date of *** **th, The client had thought that a follow phone call should have been made to confirm the agreed install date of which I naturally took that the date of *** **th was suggested by the client it was scheduled in to go and which I have apologized for the confusionWe have since agreed to have the guys call back on *** **st at no charge to proceed with the repairs
Final Consumer Response /* (2000, 26, 2015/07/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)
When I suggested a date, I would expect a reply indicating that date was good for the companyIn this case, that was not done
The work has since been rescheduled and the workers on site have indicated the door frame is flawed
Initial Business Response /* (1000, 5, 2017/09/18) */
Contact Name and Title: *** ***
Contact Phone: ***
Contact Email: ***
Please find extracts from our Nova Warranty published at that time, Also I have added the ***(Slab Manufacturer)Warranty/Care
instructions which can be found via their website of which all relevant information would have been supplied after the completed install
"NOVA DOORS AND WINDOWS LTDfor a period of years warrants the steel and fibreglass door slabs used to manufacture its entry door systems will be free from manufacturing defects in accordance to the slab manufacturers terms, limitations and conditions."
*** Warranty published at that time
"The warranty excludes any defects in the coating on the door or any glass inserts or other accessoriesAlso excluded are defects resulting from (1) exposure to chemicals, acid or fumes; (2) improper use; (3) improper installation; (4) improper maintenance; (5) water-related damage; or (6) a failure to follow any applicable installation, care or maintenance instructionsInspection and Discovery of Defect."
Staining and finishing instructions at that time
"NOTE: To maintain product warranty, we require that all six sides (front and back plus all
four edges) be sealed to eliminate moistureStain or paint the door, frame, header, and
brick mould within days of installationRepainting or re-staining every to years will
be required, depending upon weather exposure."
I may add that *** are one of the most liberal in its claim to require recoat up to years as most wont even go that far out on a limbFiberglass doors have identical finishing and anticipated results as natural wood doors do
The problem here is not the doors but the customers expectations on the finish that everything should last a lifetimeAs most properties sit differently on lots and exposure to different weather conditions it is hard to say the timeline for the need to re-stain other than yearly inspectionsIf the product had failed within the first months we would probably have advised it could be a common issue going forward, we would have re-stained at no charge but cant be held responsible for repair to possible UV Damage over years after the initial installation as the issues raised are purely a general maintenance and up keep issueWe will not be offering re-imbursement, We will help source materials and methods required to have the door stained to a satisfactory standard
Initial Consumer Rebuttal /* (3000, 7, 2017/09/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We thank Revdex.com for forwarding Nova Doors and Windows responseWe also thank *** for providing his comments
Unforunately, ***'s comments are not relevant nor are his comments on point to our claimI believe he has misunderstood or misinterpreted our submissionOur claim under Warranty is not for the door slab and not with Door Manufacturer, *** Canada
Our claim under Warranty is with Nova Doors and Windows and with the"door entry system" which we advised at time of purchase was manufactured, from start to finish by Nova Doors and Windows "in-house."
Nova Doors and Windows also included as part of their "door entry system" the U.Sproduct ZAR Exterior Water -Based Polyurethane (clear satin)The ZAR Polyurethane was diligently applied per the recommended guidelines and per the instructions provided at time of installation We were advised by Nova Doors and Windows that this product provided superior UV protection and resists temperature extremes and harsh weather
Nova Doors and Windows represented themselves as manufacturing doors and windows in their facility in ***Therefore this was one of the facts that influenced our choice and subsequent purchase from Nova Doors and WindowsThe other influencer in choosing Nova Doors and Windows was the tour of the working facilityWe actually observed a employee applying ZAR finish/stain product to a doorIt was explained to us that each door was hand painted/stained, which resulted in a realistic appearance
I
The information as outline above is reflective of the sales and marketing that was sold to us as consumersIt is our position that Nova Doors and Window are not responding to their own Warranty in good faith
In fact the Entry Door Warranty provided by Nova Doors and Windows Ltd states:
"Nova Doors and Windows Ltdhas a broad and comprehensive warranty; although there are certain conditions and limitations
If any component of our door system is found to be defective during the warranty coverage period, Nova Doors and Windows LtdWill repair or provide a suitable replacement"In the event of product replacement under the terms of this warranty; the warranty of said product replacement would remain in effect for balance of warranty period from the date of purchase of the original product
It is our position that the failure of the staining and polyurethane on the door and panels is not excluded under limitations or conditions sections as noted by the wording of Entry Door Warranty programOur expectation is one that Nova Doors and Windows responses to the obligations and responsibilities under their "broad and comprehensive warranty."
It is our view that our expectations are realistic and we clearly have a strong understanding of the difference between wear and tear, maintenance and warranty periodsNova Doors and Windows comments that the problem in this situation is not the doors but the customer's expectation on the finish and that everything should last a lifetimeThis is not a helpful statement when looking for resolutionWe prefer to look at the facts and the warranty wording and make no assumptions or sarcastic accusations
Final Business Response /* (4000, 17, 2017/10/10) */
Thanks for the prompt replyThe final offer at this point would be to re-stain the kit surrounds at no charge of which I am prepared to do, Now because of the bleaching down of the slabs we could not promise an exact colour match to the existing slabs
Final Consumer Response /* (2000, 20, 2017/10/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)
We have reviewed ***'s comments of October 10/and acknowledge Nova Doors and Windows final offer to re-stain the kit surrounds at no chargeWe also understand that Nova Doors and Windows could not promise an exact colour match to existing slabsWe are prepared to accept this resolution in good faith as we see this is the appropriate response under the warranty
We look forward to the details from Nova Doors and Windows of time lines and where the remediation will take place, i.e., on site or at their facility
*** We appreciate and are pleased that the Revdex.com Conciliation process has been successful
Initial Business Response /* (1000, 5, 2016/10/26) */
Contact Name and Title: [redacted]
Contact Phone: [redacted]
Contact Email: [redacted]
We have the replacement glass unit scheduled to be installed with [redacted] tomorrow [redacted]. We are very sorry...
that our lack of communication has allowed this to escalate to this point.
There was some work going on behind the scenes with our supplier to try and mitigate some of the expenses to our client as our Warranty as well as theirs excludes breakage regardless of the cause. There are just too many things that can cause spontaneous glass breakage that are outside of our control.
Unfortunately we failed to keep the client in the loop along the path to a resolution.
I am hopeful that after tomorrow we will have a resolve that works for both parties.
Initial Business Response /* (1000, 5, 2015/06/19) */
Contact Name and Title: *** ***
Contact Phone: ***
Contact Email: ***
I am sorry that my service technicians findings are not what you wanted to hear, I have also sent the same photo's over to
our door supplier and they too had advised that the damage also looked like it was caused by a possible forced entryWe are willing to work with you with a view to swapping out the damaged door frame and replacing it for a new one, We would be using the initial door slab and installing it back into the new frameWe would also be prepared to repair/adjust the front entry door and storm door that you have been having issues with as wellAs we cannot explain why and how the frame has split you have to be aware that all exposed wood has to be primed,painted and finished as per the *** *** warranty as per our last emailI am proposing that we carry out all the labor free of charge though we would need to re-coupe costs for the new door frame as it falls outside of the warranty supplied by ***, I would be willing to pass over our own costs with no mark upI await your response in the hope that this is a good enough resolve to the issues you have found
Initial Consumer Rebuttal /* (3000, 8, 2015/06/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As there was obviously no forced entry as seen by the outside pictures and when the door is closed on the inside and a service representative was out in ***, prior to one year warranty and glued the door frame, there is an obvious issue with the frame, ie dry rot, as it is cracked and splintered right through the frameI will not pay any more money towards this doorThe front entry door is too small for the frame and light comes through when shut and the storm door is brokenI feel I have spent enough money with this company to unsatisfactory results
***
Final Business Response /* (4000, 24, 2015/07/20) */
The customer emailed me on *** **th with a requested date of *** **th, The client had thought that a follow phone call should have been made to confirm the agreed install date of which I naturally took that the date of *** **th was suggested by the client it was scheduled in to go and which I have apologized for the confusionWe have since agreed to have the guys call back on *** **st at no charge to proceed with the repairs
Final Consumer Response /* (2000, 26, 2015/07/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)
When I suggested a date, I would expect a reply indicating that date was good for the companyIn this case, that was not done
The work has since been rescheduled and the workers on site have indicated the door frame is flawed
Initial Business Response /* (1000, 5, 2017/09/18) */
Contact Name and Title: *** ***
Contact Phone: ***
Contact Email: ***
Please find extracts from our Nova Warranty published at that time, Also I have added the ***(Slab Manufacturer)Warranty/Care
instructions which can be found via their website of which all relevant information would have been supplied after the completed install
"NOVA DOORS AND WINDOWS LTDfor a period of years warrants the steel and fibreglass door slabs used to manufacture its entry door systems will be free from manufacturing defects in accordance to the slab manufacturers terms, limitations and conditions."
*** Warranty published at that time
"The warranty excludes any defects in the coating on the door or any glass inserts or other accessoriesAlso excluded are defects resulting from (1) exposure to chemicals, acid or fumes; (2) improper use; (3) improper installation; (4) improper maintenance; (5) water-related damage; or (6) a failure to follow any applicable installation, care or maintenance instructionsInspection and Discovery of Defect."
Staining and finishing instructions at that time
"NOTE: To maintain product warranty, we require that all six sides (front and back plus all
four edges) be sealed to eliminate moistureStain or paint the door, frame, header, and
brick mould within days of installationRepainting or re-staining every to years will
be required, depending upon weather exposure."
I may add that *** are one of the most liberal in its claim to require recoat up to years as most wont even go that far out on a limbFiberglass doors have identical finishing and anticipated results as natural wood doors do
The problem here is not the doors but the customers expectations on the finish that everything should last a lifetimeAs most properties sit differently on lots and exposure to different weather conditions it is hard to say the timeline for the need to re-stain other than yearly inspectionsIf the product had failed within the first months we would probably have advised it could be a common issue going forward, we would have re-stained at no charge but cant be held responsible for repair to possible UV Damage over years after the initial installation as the issues raised are purely a general maintenance and up keep issueWe will not be offering re-imbursement, We will help source materials and methods required to have the door stained to a satisfactory standard
Initial Consumer Rebuttal /* (3000, 7, 2017/09/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We thank Revdex.com for forwarding Nova Doors and Windows responseWe also thank *** for providing his comments
Unforunately, ***'s comments are not relevant nor are his comments on point to our claimI believe he has misunderstood or misinterpreted our submissionOur claim under Warranty is not for the door slab and not with Door Manufacturer, *** Canada
Our claim under Warranty is with Nova Doors and Windows and with the"door entry system" which we advised at time of purchase was manufactured, from start to finish by Nova Doors and Windows "in-house."
Nova Doors and Windows also included as part of their "door entry system" the U.Sproduct ZAR Exterior Water -Based Polyurethane (clear satin)The ZAR Polyurethane was diligently applied per the recommended guidelines and per the instructions provided at time of installation We were advised by Nova Doors and Windows that this product provided superior UV protection and resists temperature extremes and harsh weather
Nova Doors and Windows represented themselves as manufacturing doors and windows in their facility in ***Therefore this was one of the facts that influenced our choice and subsequent purchase from Nova Doors and WindowsThe other influencer in choosing Nova Doors and Windows was the tour of the working facilityWe actually observed a employee applying ZAR finish/stain product to a doorIt was explained to us that each door was hand painted/stained, which resulted in a realistic appearance
I
The information as outline above is reflective of the sales and marketing that was sold to us as consumersIt is our position that Nova Doors and Window are not responding to their own Warranty in good faith
In fact the Entry Door Warranty provided by Nova Doors and Windows Ltd states:
"Nova Doors and Windows Ltdhas a broad and comprehensive warranty; although there are certain conditions and limitations
If any component of our door system is found to be defective during the warranty coverage period, Nova Doors and Windows LtdWill repair or provide a suitable replacement"In the event of product replacement under the terms of this warranty; the warranty of said product replacement would remain in effect for balance of warranty period from the date of purchase of the original product
It is our position that the failure of the staining and polyurethane on the door and panels is not excluded under limitations or conditions sections as noted by the wording of Entry Door Warranty programOur expectation is one that Nova Doors and Windows responses to the obligations and responsibilities under their "broad and comprehensive warranty."
It is our view that our expectations are realistic and we clearly have a strong understanding of the difference between wear and tear, maintenance and warranty periodsNova Doors and Windows comments that the problem in this situation is not the doors but the customer's expectation on the finish and that everything should last a lifetimeThis is not a helpful statement when looking for resolutionWe prefer to look at the facts and the warranty wording and make no assumptions or sarcastic accusations
Final Business Response /* (4000, 17, 2017/10/10) */
Thanks for the prompt replyThe final offer at this point would be to re-stain the kit surrounds at no charge of which I am prepared to do, Now because of the bleaching down of the slabs we could not promise an exact colour match to the existing slabs
Final Consumer Response /* (2000, 20, 2017/10/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)
We have reviewed ***'s comments of October 10/and acknowledge Nova Doors and Windows final offer to re-stain the kit surrounds at no chargeWe also understand that Nova Doors and Windows could not promise an exact colour match to existing slabsWe are prepared to accept this resolution in good faith as we see this is the appropriate response under the warranty
We look forward to the details from Nova Doors and Windows of time lines and where the remediation will take place, i.e., on site or at their facility
*** We appreciate and are pleased that the Revdex.com Conciliation process has been successful
Initial Business Response /* (1000, 5, 2016/10/26) */
Contact Name and Title: [redacted]
Contact Phone: [redacted]
Contact Email: [redacted]
We have the replacement glass unit scheduled to be installed with [redacted] tomorrow [redacted]. We are very sorry...
that our lack of communication has allowed this to escalate to this point.
There was some work going on behind the scenes with our supplier to try and mitigate some of the expenses to our client as our Warranty as well as theirs excludes breakage regardless of the cause. There are just too many things that can cause spontaneous glass breakage that are outside of our control.
Unfortunately we failed to keep the client in the loop along the path to a resolution.
I am hopeful that after tomorrow we will have a resolve that works for both parties.