S & S Glass & Door Inc

I have only just found this email today.  My husband and I were out of town from Friday through Monday.Complaint Detail / Problem Complaint Type: Delivery Issues Problem: My husband and I are building a house, we have worked on this project since 2013 when we first cleared...

the land. This last summer we added two additions to the original structure. We needed all new doors and windows for this part. In Sept. of last year 2017, my husband ([redacted] Koepp) and I ordered and paid half on doors and windows from S & S Glass &Door,Inc. These are extremely expensive doors and windows, $4,000 for just 4 doors. We were promised these doors and windows for the beginning of Oct. 2017. They did not arrive then. They did not arrive in late Oct. when it already began snowing. It was at this time I began stopping in at S & S, to inquire about the arrival of said doors and windows. I told [redacted] that it was imperative that we get the doors and windows installed as with the drop in temperature it was becoming crucial to keeping the house heated, as we do have a working furnace and some of the plumbing installed. Both my husband and I have either called or stopped in on a weekly basis since then, inquiring about the arrival. [redacted], owner of S & S whom we ordered from, keeps saying, "They should be here next week." This has now gone on for over 5 months since we first ordered the product. Over two weeks ago when I went in, I spoke to Ed and asked him if we were the only people who had ordered 5 months ago and not received our product. He admitted that one other person had also not received their product, but I have sat across the desk from him while he has had a pile of orders an inch thick, which he said he needed to "deal with" before he could call and see what was happening with our order. This is just poor business practice and infuriating. Over two weeks ago he also said he had an email from the manufacturer saying that the product would arrive "the next week". He claimed he would send this email to my husband [redacted]. I asked [redacted] 3 times that week if he had gotten it. He said he had not. I went in to S & S again on Feb. 2nd. Ed was not there. I asked for the phone number of the manufacturer. The women (the only employee, I believe) refused to give it to me, but said she would pass on the information to Ed. Many, many times when I have gone in to inquire, Ed is either "not in today" or "out on vacation". This one employee says she does not have access to our order, (which seems suspect) and that "I can't do anything about it." I am at the end of my rope. I have no more patience. I am angry. I want the product we have contracted for and paid half on up front. I want it now. If we do not receive our product within 2 weeks I want a cash settlement for 4 times the original value.  Desired Resolution / Outcome Desired Resolution: Delivery of Order Desired Outcome: I want this order completed now, within 2 weeks of this date and a great reduction in the cost of the product.   My husband had to build doors out of scrap wood in order to close up the additions. TIME< ENERGY< EFFORT and SUPPLY COST. He had to install temporary windows of plastic and foam which in no way seal the space. We have had temperatures down to 20 below zero and peaking at 0, since late Oct. We are basically paying to heat the great outdoors. A tank of heating fuel costs over $1,000. We both have continued to work in these cold, cold areas; building, framing, and installing insulation, but this only goes so far, as there are gaps and cs due to the fact that we don't have actual doors and windows. FIVE MONTHS IS WAYYYYYY TOO LONG TO WAIT FOR DELIVERY. Complaint Background Not all of these questions are required. Please provide as much information as you have. 1. Product/Service Purchased: 4 doors and 6 windows 2. Model Number:   3. Contract, Account, or Policy #:   4. Order #:   5. Purchase Date: 9/5/2017 6. Date Problem First Occurred: 10/15/2017 Dates you complained to the company/organization

Review: I ordered garage doors 10-11-13 Paid $7000 down[redacted] told me to allow 2 to 3 weeks for delivery. I called ** in early November and He said he was going to install them right after Thanksgiving. In early December he said they were having problems at the factory. The next story was that he was going to pick them up the Friday before Christmas and install them the day after Christmas. Thursday after Christmas ** said he was going to install them that day or the next day . On 1-9-14 I called the Rep from Raynor garage doors and he told me the doors have not yet been released for production but did not say why. I then talked to a competing Raynor door installer and the person said these problems with S and S are chronic and have asked the Raynor Rep repeatedly why they continue to do buisness with S and S.Desired Settlement: Because Raynor has known about S and S" buisness practice for a long time and allowed it to continue I believe Raynor should help.I paid $7000 down leaving a balance of $6925. I write a check to S and S and Raynor for $6925. Raynor then guarantees timely delivery and installation by a Raynor installer of their choice.

Business

Response:

[redacted] did place an order for doors with us in late October. I do agree with the amount of dollars that [redacted] put down as a deposit and the total contract amount. We have been quite busy this year and the cold weather has definitely had an effect on the amount of work we can do and what we can do. There were also delays in getting the material from Raynor in a timely fashion.

We have been in business since 1979 and although we may not keep every customer 100% happh we do our best to service each and every customer the best we can. During this time we do have a competitor that will blast us with as much negative publicity as they can. That is not our style—we want to promote what we and our suppliers do.

At this time the schedule for [redacted]’s doors is to be loaded on a Raynor semi the 30th of Jan, and delivered to his farm the week after, We will unload the doors from the semi and start installing them the next day—this will be the week of Feb. 3rd. I expect the installation do take from 3-4 days to complete. Raynor has informed [redacted] of the delivery time.

[redacted]s total bill will be what the orginial contract was and with no additional cost.