Superior Door & Window

On September 23, 2105 I purchased a sliding glass door from Superior Door and Window. [redacted] from Superior door recommended [redacted] to install the door. [redacted] did arrive on October 23rd to install the door. I noticed the handle on the door was damaged and did not lock. There were also missing hole covers on the bottom of the door. [redacted] said he will talk to [redacted] about replacing the door handle.At least once a month I contacted [redacted] to see if the replacement handle had arrived. Finally in February of 2016 he said the handle did come in but he can't find it. I emailed him in March to see if he had found it and he said he did and will let [redacted] know he found it. [redacted] has never contacted me to say he would or would not finish the job. In my last email to [redacted] I asked him if he could get another contractor to finish the job. He said he will contact [redacted] again. It is just replacing a door handle not rocket science. They have jerked me around for almost a year with this door handle. I suspect it is because I am a woman and I am disabled. I don't appreciate their lack of service and I have to feel this doesn't happen to everyone. I have run out of patience with this situation.Almost a year has passed and to lock my NEW sliding door I have to use a stick in the door jam. I have found the [redacted] is not a licensed contractor, so guess what I will be doing next. Then I will be contacting my senior and disabilities lawyer if this situation isn't resolved quickly and to my satisfaction.Product_Or_Service: Sliding glass door - jeld wenOrder_Number: [redacted]Desired SettlementTo have my lock replaced by a licensed contractor. If you can't do that I would like a refund for my sliding door and the installation so I can have a licensed contractor replace the defective door.Business Response Contact Name and Title: [redacted], OwnerContact Phone: 775-884-1400Contact Email: [redacted]We appreciate the opportunity to resolve this issue. Unfortunately, it was not brought to my attention until now. However, I have spoken with the customer and have scheduled a time this week for the door handle to be replaced. The customer is pleased with our attempt to handle this situation, and we will be following up to assure her satisfaction.Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)The technician that was sent out from Superior's office was unable to resolve my problem. They received the wrong door handle from [redacted]. Superior has escalated my problem. On July 15th [redacted] Customer Care became involved and will be scheduling one of their technician to resolve my problem. I have not heard from [redacted] as of today.Final Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)On July 21, 2016 I received a call from [redacted] at Superior Door and window. She read out loud to me the statement I wrote to the Revdex.com on July 20, 2016. I asked her if that is not correct, she said it was, but I didn't mention the superior customer service that I was given. Yelling pretty much as loud as she could. I mentioned that she is misreading the statement. Again yelling, [redacted] said she went out of her way to satisfy me. She doesn't know what she is going to do now. She might cancel the order with [redacted] but she's not sure. She is going to have to think about all this. This would have all been prevented if I had contacted her first. I just said thank you and hung up. There was no talking with her she was just irate and ranting and raving. She was the one who escalated this to [redacted]!Where our opinions differ is, I think all this would have been prevented if she knew what her employee was doing for the past year. I never stated that I thought the salesman didn't have a boss. What I did say was "for all I knew he was the supervisor". I assure you this is a valid complaint far from erroneous.I just want a working handle for my sliding glass door. It has almost been a year since I first asked for a new handle. This seems like excessive drama for just a door handle. I will be Satisfied when I simply have a door handle that works.....On August 18th [redacted] will be here to take care of the problem and replace the handle in a professional and courteous manner.Please keep any further communication in writing through the Revdex.comFinal Business Response Although there was no "ranting and raving", simply confusion generated by the customers unreasonable actions, we are happy that [redacted] has responded to our request to service your issue.

AFTER 3 TRIPS @ 50 MILES EACH COMPANY REFUSED TO REFUNDMY MONEY FOR MIS-MATCHED & TARNISHED HINGES. THERE ISNO SIGN, OR STATEMENT ON RECEIPT WHEN WE REMOVED HINGES & TRIED NEW ONES WE CALLED ALEX& ASKED HIM TO RE-ORDER THE CORRECT ONES. HE SAID I WOULDHAVE TO RETURN THE WRONG ONES FIRST. I THOUGHT THIS WAS UNREASONABLE & WANTED A REFUND. HE WOULD NOT EVENAGREE TO HAVE THE CORRECT ONES SENT TO MY HOUSE. I BOUGHT ALL THE DOORS & MOULDINGS FOR MY HOUSE FROM THISCOMPANY & DID NOT EXPECT THE RUDE & HOSTILE TREATMENT IRECEIVED. HE THREW US OUT OF HIS STORE & WE ARE STUCK WITHHIDEOUS HINGES & A LOSS OF 30.00 + TAX. WE HAVE NEVER BEENTREATED SO POORLY FROM ANY BUSINESSDesired Settlement30.00 PLUS TAXBusiness Response Contact Name and Title: [redacted]s, ManagerContact Phone: [redacted]Contact Email: [redacted]@superiordoorandwindow.comIn late march I was contacted by this customer, and asked about some hinges. I looked into it and informed the customer that they were special order, and they would take about a week. When the hinges arrived, the customer picked them up and had no complaints when shown the product. The customer later called and had issues with the hinges. I was unable to determine exactly what the issue was, other than they were unhappy with the finish, and I informed them that I would need the material returned and that I could ABSOLUTELY get them replacement hinges. This process is not only our policy on special orders, but our supplier's policy as well. The customer was unhappy that I could not reorder special hinges without first personally identifying the problem. The customer informed me that they wanted a refund and then hung up on me. I called my supplier, pleaded my case, and was able to obtain a one-time exception to their return policy, and they agreed to ship new hinges. I called the customer, and left a voicemail detailing this exception and again apologized. Shortly after I left this message, the customer arrived at our store. They demanded a refund. I explained that these were special order, and that we could not issue a refund for special order material, but that replacement hinges were on their way. At this point they became aggressive. They began calling me names and cursing. He poked me in the chest, and advanced in a threatening manner towards a salesman from an outside vendor. I asked them at least five times to leave. They refused, and became even more hostile. Our secretary was forced to close the door to her office because she genuinely feared for her safety. We finally had to call the police to get them out of our store. In my 10 years at this company I have never had to ask someone to leave, and it is with great regret that I had to now. In order to ensure our employees safety, we have decided to send a full refund for the hinges when the customer's original check clears our bank.