St. Louis Doors and Closets, LLC

To whom it may concern: I would like to respond to a complaint (ID: [redacted] ) that our company received via a letter in the mail. The gentleman who filed the complaint contacted us via phone call on 11/28/17 to schedule a free in-home estimate with our designer. Once appointments are scheduled, we... send out a confirmation e-mail to confirm the date and time of the appointment. The e-mail mentions to have any ads/coupons available for the designer to review during the appointment. The gentleman then responded asking if we could send him some coupons. We responded the next morning (11/29) by sending him a detailed explanation of our current specials. I will quote exactly what was sent to him in this e-mail, but you may also see it attached to this response. “Both of these are whole-home specials that apply to orders of 10 or more interior and closet doors. The first is our $159 per installed door special. This gets you any door slab from our Designer Raised Panel Collection and the installation for $159 per door. That price applies to just the door and the installation, so paint and hardware are sold separately. The second is a more all-inclusive deal for $249 per installed door. This one is a little more limited and only applies to the Veranda and Manhattan door styles (our most popular options) from our Designer Raised Panel Collection. This includes the door, installation, paint, and hinges for $249 per door” He was told that our $159 per installed door special comes with the door and the installation, with paint and hardware being sold separately. The second special mentioned was out $249 per installed door special which includes the door, installation, paint, and hinges. Our print advertisements make this very clear. We currently do not have the $159 ad in print, but I have attached the most recent one that was out. The $249 ad is currently in print and I have attached a copy of that as well. The complaint filed stated that our website “advertisement clearing stated doors were to be painted and hung for the $159.00 price per door when 10 or more were purchased”. The website is the distributor’s website and we do not have the ability to alter it in any way. The distributor’s website had a $159 per installed door ad up, with a note that said, “restrictions apply”. The website, does not currently have a $159 ad up, and only shows a small ad that says, “Now on sale, call for specials”. We did our best to clear up any miscommunication that may have occurred, but Mr. [redacted] cancelled his appointment and decided against doing business with us. We have never been unclear about what is and is not included in the special prices. Please let us know if there is anything else that is needed from us in response to this complaint. Sincerely, [redacted] St. Louis Doors and Closets, LLC. [redacted]

To whom it may concern: I would like to respond to a complaint (ID: [redacted]) that our company received via a letter in the mail. The gentleman who filed the complaint contacted us via phone call on 11/28/17 to schedule a free in-home estimate with our designer. Once appointments are scheduled, we...

send out a confirmation e-mail to confirm the date and time of the appointment. The e-mail mentions to have any ads/coupons available for the designer to review during the appointment. The gentleman then responded asking if we could send him some coupons. We responded the next morning (11/29) by sending him a detailed explanation of our current specials. I will quote exactly what was sent to him in this e-mail, but you may also see it attached to this response. “Both of these are whole-home specials that apply to orders of 10 or more interior and closet doors. The first is our $159 per installed door special. This gets you any door slab from our Designer Raised Panel Collection and the installation for $159 per door. That price applies to just the door and the installation, so paint and hardware are sold separately. The second is a more all-inclusive deal for $249 per installed door. This one is a little more limited and only applies to the Veranda and Manhattan door styles (our most popular options) from our Designer Raised Panel Collection. This includes the door, installation, paint, and hinges for $249 per door” He was told that our $159 per installed door special comes with the door and the installation, with paint and hardware being sold separately. The second special mentioned was out $249 per installed door special which includes the door, installation, paint, and hinges. Our print advertisements make this very clear. We currently do not have the $159 ad in print, but I have attached the most recent one that was out. The $249 ad is currently in print and I have attached a copy of that as well. The complaint filed stated that our website “advertisement clearing stated doors were to be painted and hung for the $159.00 price per door when 10 or more were purchased”.  The website is the distributor’s website and we do not have the ability to alter it in any way. The distributor’s website had a $159 per installed door ad up, with a note that said, “restrictions apply”. The website, does not currently have a $159 ad up, and only shows a small ad that says, “Now on sale, call for specials”. We did our best to clear up any miscommunication that may have occurred, but Mr. [redacted] cancelled his appointment and decided against doing business with us. We have never been unclear about what is and is not included in the special prices. Please let us know if there is anything else that is needed from us in response to this complaint. Sincerely, [redacted] St. Louis Doors and Closets, LLC. [redacted]