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Scottsdale Art Factory

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Scottsdale Art Factory Reviews (7)

Our dealer and consumer policy it is always the responsibility to inspect all shop drawings prior to having the custom made to order product made. In this case a door with a doggie door. We always guarantee that the customers door will be built exactly to these signed by customer and approved plans....

It is also clear we are not responsible for any ones measurements except our own since we are not contractors. We are the manufacturer only. In this case this customers doors were deliver exactly built to customers signed off plans. They were accepted by customer at point of delivery inspected and accepted as correct.  After his doors were installed by his contractor he discovers his dogs legs were to short to go through the door without rubbing his belly. He decides to make this our responsibility and get us to rebuild his door with a new doggie door entrance shorter at our expense.  This is clearly no responsibility of ours - see all policies he signed off on by this customer agreed he fully understands prior to us accepting his money and prior to being allowed to purchase factory direct .   http://www.artfactory.com/policies-and-terms-ezp-103.html?chapter=10In light of his chronic complaining we also offered to pay a local contractor of his choice to have his problem fixed locally and he take this generous offer we made only in an effort to keep this customer happy even though we had no responsibility for this in any way. He rewards us by filing this complaint to the Revdex.com. As far as I can see this has long been resolved and is  defiantly not deserved.

I ordered a door from this company and paid (about $10,000) for it up front. The original delivery date was to be early June. When I followed up near the June date, I was told it would be August, when I followed up again near August, I was told "mid to late October". No one there bothers to call, Once they have your money you are at their mercy. I am relieved to see on the Revdex.com site that they actually do ship products occasionally because I was starting to wonder if they were just running some internet scam in me. I buy a lot of stuff and this is far and away the worst experience I have ever had with any company-ever. It will be 9-10 months before we get our door (assuming we get it in November). Don't pay these people in advance.

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 business claims that we approved the dimensions. Yes, we were spot-on with our frame dimensions that we approved. However, the only, single copy of the doggie door dimensions were in the hands of the company. We had no way to verify this and, therefore, cannot approve something we can't verify. We could only hope that a skilled carpentry outfit would reference the literature containing instructions for where to place the dog door. Common sense would tell you not to CENTER a dog door in a panel. 

Regards,

Our dealer and consumer policy it is always the responsibility to inspect all shop drawings prior to having the custom made to order product made. In this case a door with a doggie door. We always guarantee that the customers door will be built exactly to these signed by customer and approved plans....

It is also clear we are not responsible for any ones measurements except our own since we are not contractors. We are the manufacturer only. In this case this customers doors were deliver exactly built to customers signed off plans. They were accepted by customer at point of delivery inspected and accepted as correct.  After his doors were installed by his contractor he discovers his dogs legs were to short to go through the door without rubbing his belly. He decides to make this our responsibility and get us to rebuild his door with a new doggie door entrance shorter at our expense.  This is clearly no responsibility of ours - see all policies he signed off on by this customer agreed he fully understands prior to us accepting his money and prior to being allowed to purchase factory direct .   http://www.artfactory.com/policies-and-terms-ezp-103.html?chapter=10In light of his chronic complaining we also offered to pay a local contractor of his choice to have his problem fixed locally and he take this generous offer we made only in an effort to keep this customer happy even though we had no responsibility for this in any way. He rewards us by filing this complaint to the Revdex.com. As far as I can see this has long been resolved and is  defiantly not deserved.

Here is the response to the above listed complaint.10/10/12 Mr. [redacted] placed order. (See attachment invoice) Notice no instructions to add a doggie door to side light on invoice. 10/19/12 Draftsman [redacted] contacted client to review rough frame opening in order to prepare drawings for approval. 10/24/12 Mr. [redacted]  sent e-mail requesting that he wanted to have a doggie door installed in the panel of the side light . The e-mail included a link for the dog door (see attachment P1) . Notice the space from the bottom of the doggie door to the platform below the door in the photo on the doggie site. The size and the style of the dog door was discussed as well as the placement. I also discussed the width restrictions based on the door width and the actual rough opening of the home. 10/25/12 drawings were e-mailed for approval. (see attachment Jamb) 11/26 /12 Received an e-mail with a link to a site for another dog door he was looking at. (see attachment P2 )11/26/12 Replied to e-mail (see attachment P3)1/16/13 Received signed approval drawings from Client. Sent blue prints to production for manufacturing. 3/11/13 second request for cut out template for doggie door from client. Door & jamb are completely built and order is placed on hold waiting on customers template to cut hole in right side light wood panel. Placement is as shown on the approved, signed drawings from client. “Right hand side light in lower panel above toe kick “ (see attachment P4 & P5)4/16/13 Received cut out line template for doggie door. (He had stated that we had this prior to manufacturing the door. That was a false statement)6/10/13 I requested that the client send the dog door to be dry fit prior to sanding and finish to ensure no additional modifications were needed. See Attachment P6) 7/7/13 Received dog door - parts missing and evidently the customers paint job was not dry when packaged and packing foam was stuck to finish. 7/14/13 doggie door dry fit and cut to fit Jamb depth. 7/24/13 Door unit sent to Sanding and Finish approximately 20 work days for sanding and 10 coat hand rubbed finish. 8/28/13 Door ready to ship. 10/1/13 Door shipped 12/6/13 Received e-mail from client his dog is having trouble getting thru dog door. I Have been a Design Engineer here at this factory for 23 years. As you can see from the timeline and e-mails, I addressed every one of Mr. [redacted]’s questions. Not One Time did he mention or address his concerns regarding the height or placement of this door. In fact, it was his request to install it into the panel above the toe kick on the jamb. His only issue was; will the door be large enough for his dog. It is the customer/dealer/contractors responsibility to verify all details on drawings for approval. We do not build any order until the client has signed off that this is exactly what they want. I have attached a link to the policy page. http://www.artfactory.com/dealer-design-policies-rules-ezp-27.html?chapte... Installation of the doggie door to his entry unit was completely complimentary and he was never charged for the hours of follow up, delays in production, having to take the order offline and put on hold waiting on the templates and doggie door to arrive to ensure it fit nor was he charged for the actual labor hours that it took to cut the panel in the side light and install the doggie door. Please contact me directly if you have any further questions or need clarification on any aspect of these notes. [redacted] Design Engineer###-###-####www.artfactory.com[redacted]@artfactory.com

I ordered a door from this company and paid (about $10,000) for it up front. The original delivery date was to be early June. When I followed up near the June date, I was told it would be August, when I followed up again near August, I was told "mid to late October". No one there bothers to call, Once they have your money you are at their mercy. I am relieved to see on the Revdex.com site that they actually do ship products occasionally because I was starting to wonder if they were just running some internet scam in me. I buy a lot of stuff and this is far and away the worst experience I have ever had with any company-ever. It will be 9-10 months before we get our door (assuming we get it in November). Don't pay these people in advance.

Response After a lot of back and forth with this customer and their contractor  it turns out the other doors and windows were mass production  and not custom statement doors.  The contractor finally admitted as well as this customer they did not allow the contractor to...

set the slide bolts in the floor and the top to secure these heavy duty double doors. So since the stationary door was not secure it was impossible for them to lock to it and to keep it structural since they live on the coast.

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Address: 7407 E Greenway Rd, Scottsdale, Arizona, United States, 85260-1605

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