Sonoran Doors

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.Perhaps [redacted] from Sonoran Doors was not privy to all the promises that were made by her husband nor was she aware of all the under the table payments made to facilitate completionThe doors were not accompanied by frames that had to be ordered after the doors were deliveredThe frames were not the same thickness and my install man had to make do and install the best he couldThe finished result was not consistent with promises nor expectationsTo suggest that I was happy is laughableThe owner promised to supply doors for remainder of my house at cost and nothing ever came of these promisesAlso, I never ordered cutting boardsThey were a gift to make up for all the problems with the rest of the products.I hired an install man who has dealt with door manufacturers throughout the Valleyhe said he decided several years ago that he would never deal with Sonoran Doors again as he had several bad experiences as wellSD promised to install window frames for openings in my family room as well as wine rackI have had several neighbors ask about the doors as they quite nice but I made it very clear that they should never d business with themWith respect to frames, they were measured poorly and I was made to pick them up they are still very poor quality and not sized properlyThey will be replaced by another company that has taken the time to measure them and will stand behind their promisesThe last issue related to communication [redacted] never answered or called me back when I questions about delivery, etcOnly whenI threatened to file a complaint did they bother to finish the job.Not sure where she got the impression I was happyI spent a great deal of money to install their products and well as repairRegards, [redacted] ***

Dear Revdex.com,Following is our response to the previous issues addressed by *** ***.Regarding the "frames" that were not delivered with the doors, I believe Mr*** is referring to the casing that surrounds the door jambs If he reviews our original proposal, he will note that casing was not included This is totally independent from the doors and jambs and does not in any way interfere with the installation of the doors We rarely supply casing as this is not commonly used in the high quality, custom homes we work on After the doors were installed, we were advised that he wanted casing to match the doors We supplied sufficient material to complete the surrounds around the two prehung door units we built Mr*** paid for this material The individual who installed the casing, cut the material incorrectly, resulting in the need for additional material We did not charge him for the additional material If Mr*** wants to purchase additional doors for the remainder of his home, he is more than welcome to call us and make arrangements to visit our shop and view our current inventory Our offer to sell the doors, which we have in stock, at our cost still applies.Regarding the install man, I contacted the general contractor, for the name of the person who installed our doors I was told the installer was *** ***, a name which I did not recognize I spoke to *** *** on two occasions Based on Mr***'s comments, it was extremely important to find out why this individual had extreme negative feelings about our company Mr*** said it was the first time he installed our doors and the process went extremely smoothly He complimented me on the quality of our product Shortly after our initial conversation, he called me back He recalled that he had conversations with Mr*** about the exterior doors supplied by Weathershield, with whom we have no connection He said Mr*** was extremely dissatisfied with their product and Mr*** agreed that he has had numerous problems with Weathershield doors and prefers not to install them This is unrelated to the doors we supplied.Mr*** references that we promised to install window frames and a wine rack Our company does not do any installations We are not licensed nor bonded We are strictly a supplier, not a subcontractor We offered to recommend a licensed and bonded trim carpenter with whom we have done business for many years We measured and built the window frames, no differently than we have done on numerous occasions in the past If the highly skilled trim carpenter we recommended had installed the frames initially, there would not have been any issues The frames would have been installed precisely Since Mr*** contracted the installation independently, we have no control over the skill level of the individual with whom he contracted.As I mentioned in my previous response, our company has been in business for over years and we have never had a complaint from the Revdex.com We don't do any marketing, we don't have sales people, our business has grown strictly by "word of mouth" from our many satisfied customers I'm not sure what Mr*** wants from our company I suggest that he contacts us directly to resolve any issues he has.Please email or call if you need more information from us.Best regards,*** ***

Dear Revdex.com,
I was very surprised to receive the complaint from *** ***
We were introduced to Mr*** by his contractor, an individual who we have known for several years and have an excellent working relationshipMr*** visited our showroom and
selected door styles to replace three doors in the home he was remodelingI promptly provided a proposal for the doors, which Mr*** acceptedThe doors were built to match the exact specifications and were delivered to his homeShortly after the doors were installed, Mr*** mentioned that he would consider replacing the other doors in his home as they looked inferior compared to the new doors we builtWe were told that the doors were the showpieces of his home. Mr*** selected hardware for the doorsI provided pricing which he approvedI explained that the manufacturer of the hardware had lengthy lead times, which he fully understoodThe hardware was delivered within the anticipated time frameWe were not advised that the hardware did not meet his expectation. While measuring his home for the doors, we noticed that the three art niches in his hallway would be enhanced if they were framed in mahoganyWe built mahogany boxes to inset in the openingsThe contracted trim carpenter had difficulty installing the boxesPlease note we are not a licensed contractor and do not install our own productsWe rebuilt the boxes three times in order to facilitate the installation process and assure a precise fit in the openingsWe assumed that Mr*** was pleased with the final product, as we did not hear otherwise.He also asked us to build a box to hold wine bottles in his kitchenWe built the product and did not receive any negative feedback from Mr***. Additionally, Mr*** purchased a bed from Indonesia which was not built for a king size mattressWe rebuilt the entire bed to accommodate the mattress. As a gift and token of appreciation, we gave Mr*** two custom bubinga cutting boards for his homeHe was overwhelmed by our generosity and fine craftsmanship and in a text message mentioned that it was the nicest gift he ever received. Mr*** has received every product he paid forThe products totaled $24,The sales were processed through our company and sales tax has been paid to the *** *** ** ***. I find it extremely disheartening that this individual can tarnish our pristine company reputationWe began our family business in and have developed excellent relationships with all of our customersOur constant goal is to build a quality product and exceed our customers’ expectationsThroughout our business dealings, Mr*** appeared to be very pleased with the quality and workmanship of our productIf he was dissatisfied in any way, I would have expected notification so the problem could be rectified, not a complaint through the Revdex.com.
If you have any questions, or would like to discuss this matter further, please feel free to contact me via phone 623-587-or my direct email, ***@sonorandoors.com.
Best regards,
*** ***
Sonoran Doors

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.Perhaps [redacted] from Sonoran Doors was not privy to all the promises that were made by her husband nor was she aware of all the under the table payments made to facilitate completion. The doors were not accompanied by frames that had to be ordered after the doors were delivered. The frames were not the same thickness and my install man had to make do and install the best he could. The finished result was not consistent with promises nor expectations. To suggest that I was happy is laughable. The owner promised to supply doors for remainder of my house at cost and nothing ever came of these promises. Also, I never ordered cutting boards. They were a gift to make up for all the problems with the rest of the products.I hired an install man who has dealt with door manufacturers throughout the Valley. he said he decided several years ago that he would never deal with Sonoran Doors again as he had several bad experiences as well. SD promised to install window frames for openings in my family room as well as wine rack. I have had several neighbors ask about the doors as they quite nice but I made it very clear that they should never d business with them. With respect to frames, they were measured poorly and I was made to pick them up they are still very poor quality and not sized properly. They will be replaced by another company that has taken the time to measure them and will stand behind their promises. The last issue related to communication. [redacted] never answered or called me back when I questions about delivery, etc. Only whenI threatened to file a complaint did they bother to finish the job.Not sure where she got the impression I was happy. I spent a great deal of money to install their products and well as repair.
Regards,[redacted]

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.Perhaps [redacted] from Sonoran Doors was not privy to all the promises that were made by her husband nor was she aware of all the under the table payments made to facilitate completion. The doors were not accompanied by frames that had to be ordered after the doors were delivered. The frames were not the same thickness and my install man had to make do and install the best he could. The finished result was not consistent with promises nor expectations. To suggest that I was happy is laughable. The owner promised to supply doors for remainder of my house at cost and nothing ever came of these promises. Also, I never ordered cutting boards. They were a gift to make up for all the problems with the rest of the products.I hired an install man who has dealt with door manufacturers throughout the Valley. he said he decided several years ago that he would never deal with Sonoran Doors again as he had several bad experiences as well. SD promised to install window frames for openings in my family room as well as wine rack. I have had several neighbors ask about the doors as they quite nice but I made it very clear that they should never d business with them. With respect to frames, they were measured poorly and I was made to pick them up they are still very poor quality and not sized properly. They will be replaced by another company that has taken the time to measure them and will stand behind their promises. The last issue related to communication. [redacted] never answered or called me back when I questions about delivery, etc. Only whenI threatened to file a complaint did they bother to finish the job.Not sure where she got the impression I was happy. I spent a great deal of money to install their products and well as repair.
Regards,[redacted]

Dear Revdex.com,

I was very surprised to receive the complaint from [redacted].

We were introduced to Mr. [redacted] by his contractor, an individual who we have known for several years and have an excellent working relationship. Mr. [redacted] visited our showroom and...

selected door styles to replace three doors in the home he was remodeling. I promptly provided a proposal for the doors, which Mr. [redacted] accepted. The doors were built to match the exact specifications and were delivered to his home. Shortly after the doors were installed, Mr. [redacted] mentioned that he would consider replacing the other doors in his home as they looked inferior compared to the new doors we built. We were told that the doors were the showpieces of his home. Mr. [redacted] selected hardware for the doors. I provided pricing which he approved. I explained that the manufacturer of the hardware had lengthy lead times, which he fully understood. The hardware was delivered within the anticipated  time frame. We were not advised that the hardware did not meet his expectation. While measuring his home for the doors, we noticed that the three art niches in his hallway would be enhanced if they were framed in mahogany. We built mahogany boxes to inset in the openings. The contracted trim carpenter had  difficulty installing the boxes. Please note we are not a licensed contractor and do not install our own products. We rebuilt the boxes three times in order to facilitate the installation process and assure a precise fit in the openings. We assumed that Mr. [redacted] was pleased with the final product, as we did not hear otherwise.He also asked us to build a box to hold wine bottles in his kitchen. We built the product and did not receive any negative feedback from Mr. [redacted]. Additionally, Mr. [redacted] purchased a bed from Indonesia which was not built for a king size mattress. We rebuilt the entire bed to accommodate the mattress. As a gift and token of appreciation, we gave Mr. [redacted] two custom bubinga cutting boards for his home. He was overwhelmed by our generosity and fine craftsmanship and in a text message mentioned that it was the nicest gift he ever received. Mr. [redacted] has received every product he paid for. The products totaled $24,893.52. The sales were processed through our company and sales tax has been paid to the [redacted]. I find it extremely disheartening that this individual can tarnish our pristine company reputation. We began our family  business in 2000 and have developed excellent relationships with all of our customers. Our constant goal is to build a quality product and exceed our customers’ expectations. Throughout our business dealings, Mr. [redacted] appeared to be very pleased with the quality and workmanship of our product. If he was dissatisfied in any way, I would have expected notification so the problem could be rectified, not a complaint through the Revdex.com. 

If you have any questions, or would like to discuss this matter further, please feel free to contact me via phone 623-587-8900 or my direct email, [redacted]@sonorandoors.com. 

Best regards,

[redacted] 

Sonoran Doors

Dear Revdex.com,Following is our response to the previous issues addressed by [redacted].Regarding the "frames" that were not delivered with the doors, I believe Mr. [redacted] is referring to the casing that surrounds the door jambs.  If he reviews our original proposal, he will note that casing was not included.  This is totally independent from the doors and jambs and does not in any way interfere with the installation of the doors.  We rarely supply casing as this is not commonly used in the high quality, custom homes we work on.  After the doors were installed, we were advised that he wanted casing to match the doors.  We supplied sufficient material to complete the surrounds around the two prehung door units we built.  Mr. [redacted] paid for this material.  The individual who installed the casing, cut the material incorrectly, resulting in the need for additional material.  We did not charge him for the additional material.  If Mr. [redacted] wants to purchase additional doors for the remainder of his home, he is more than welcome to call us and make arrangements to visit our shop and view our current inventory.  Our offer to sell the doors, which we have in stock, at our cost still applies.Regarding the install man, I contacted the general contractor, for the name of the person who installed our doors.  I was told the installer was [redacted], a name which I did not recognize.  I spoke to [redacted] on two occasions.  Based on Mr. [redacted]'s comments, it was extremely important to find out why this individual had extreme negative feelings about our company.  Mr. [redacted] said it was the first time he installed our doors and the process went extremely smoothly.  He complimented me on the quality of our product.  Shortly after our initial conversation, he called me back.  He recalled that he had conversations with Mr. [redacted] about the exterior doors supplied by Weathershield, with whom we have no connection.  He said Mr. [redacted] was extremely dissatisfied with their product and Mr. [redacted] agreed that he has had numerous problems with Weathershield doors and prefers not to install them.  This is unrelated to the doors we supplied.Mr. [redacted] references that we promised to install window frames and a wine rack.  Our company does not do any installations.  We are not licensed nor bonded.  We are strictly a supplier, not a subcontractor.  We offered to recommend a licensed and bonded trim carpenter with whom we have done business for many years.  We measured and built the window frames, no differently than we have done on numerous occasions in the past.  If the highly skilled trim carpenter we recommended had installed the frames initially, there would not have been any issues.  The frames would have been installed precisely.  Since Mr. [redacted] contracted the installation independently, we have no control over the skill level of the individual with whom he contracted.As I mentioned in my previous response, our company has been in business for over 14 years and we have never had a complaint from the Revdex.com.  We don't do any marketing, we don't have sales people, our business has grown strictly by "word of mouth" from our many satisfied customers.  I'm not sure what Mr. [redacted] wants from our company.  I suggest that he contacts us directly to resolve any issues he has.Please email or call if you need more information from us.Best regards,[redacted]