Syracuse Wawasee Chamber of Commerce

Complaint: [redacted] I am rejecting this response because: The issue of the overhang and warranty or the original door is irrelevant at this point and time, given that Steve & Sons DID HONOR the original door and sent out a BRAND NEW DOOR for installation with STEVE & SONS 3rd Party Contractor on May of To the issue of the original door and warranty, all I can say is that we did not get the warranty information [redacted] has mentioned at the time of purchase or at delivery of the doorIf we had known that Steve & Sons product was so poor performing that it mandated such bizarre and irregular requirements for use, we would never have purchased the door in the first placeWith that said, Steve & Sons is reliable for the 2ND (new door) they provided because they opted to warranty the orginal door purchased when sending out a new door with their contractor for replacementSteve & Sons used a 3rd party company to handle the delivery and installation of the new doorIn doing so Steve & Sons became liable and obligated to warranty both the new door and installation that took place starting on May 25, 2017, I was not sent any paperwork that legally removed them from this obligation when excepting the new door The new door was installed with completely different and more serious problems, causing water to come into my home when it rains, gaps located both at the top and bottom of the door closing that are so signigficant that I can see outside and air and bugs can get into the house; also making it so that the door is never fully shut and sealed While Steve & Sons did send out their same 3rd party contractor to apply a clear sealant to the sidelights to stop the leaking where rain comes in and installed a new rubber seal for the speakeasy, the contractor they hired took it upon himself to apply this sealant everywhere (leaving my new door to now look hideous)The only area mentioned both to Steve & Sons and to contractor that had leaks was the sidelites, yet I have this sealant all around the entire door and in huge globs The door does not fit properly and that again is at the liability of Steve & Sons because they hired the 3rd party contract to install the doorMy original door fit perfectly, the only issue was the delaminating part of the door on one sidelite (this did not call for an entire door and sidelights to be replaced) leading up to the problems I now face with my doorI am at the point that I do not have confidence in Steve & Sons door or contract to resolve the issues and demand a full refundI have attached a couple of pictures to show as example the poor workmanship completed-- I tried to add more but your site kept giving an error message Regards, [redacted]

Hello, My name is [redacted] I am the Steves and Sons Warranty ManagerThe first issue I would like to address on this claim is: This wood entry door never qualified for our warranty criteria and should have been deniedThere is not sufficient overhang above and extending past the sides of this unit Our warranty clearly stipulates: "This warranty does not cover the following circumstances and are not considered the responsibility of Steves & Sons.-Failure to provide a proper overhang; Damage caused by direct rain exposure, damage caused by extremetemperature, either from direct sunlight and orinstallation of a storm door.In most climate conditions you need to have an overhang that extends at least half the distance of the height ofyour entryway (For example if the measurement from the base of the door to bottom of the overhand is feet,the overhang should extend feet)" This is also illustrated in our catalog that we provide for Home Depot and the care manual that ships with doorWe do not warranty the performance of our wood entry door without a proper overhang [redacted] 's location is Abington, IL which is prone to inclement weatherThis door has no protectionWe advised [redacted] by email that a fiberglass unit would perform better however; she chose to stay with the wood unitIt is unfortunate that the [redacted] was not correctly pre qualified by the Home depot sales associate prior to purchaseThis being said we extended our services well beyond warranty which was site visits that included an inspection, removal and replacement of sidelites, and door unit, reglazing sidelites and adding extra seal to speak easy( small door in door) Though Mrs [redacted] feels we ignored her; I have had separate communications with her through emailOriginal door arrived 8-3-Our warranty is 1yr on finish, door and components replaced this has been serviced through 8-3-We feel at this time we have invested in our customer well beyond our warranty limits with the costs we have incurred in an attempt to rectify her situation including labor and materialsThough it originally never qualified and we can no longer continue to warrant this product or any of it's componentsSincerely, [redacted] Warranty/ Advanced Product Manager [redacted]

I have reviewed all our documents related to this order and attached pictures of the door taken a customer’s residenceI also attempted to add additional pictures of our pallet and inspection process but uploads are limited to fourThis door was inspected prior to loading in LTL carrier that delivered product to retailer where customer purchasedThe door was received at retailer and there was no note on BOL stating possible damage to doorDoor was then delivered to homeowner and we still was not notified of any damageAfter door was installed we received notification of door having manufacturer defectThe attached pictures show door to be damaged somewhere in shipping or installation and not a manufacturer defectThe labels on pallet ask customer to inspect door for damages before removing from pallet and contact us if items are missing or damaged within hoursFreight carriers require us to notify them within hours to file a freight claimThey also require pictures of damage to shipping crate The door we shipped does not have a manufactures defect related to warranty but are willing to help resolve issueWe will offer to ship a new door to the retailer where customer purchased the productThe door must be inspected before leaving retailerWe will not reimburse customer for any shipping and labor charges for removal and installationWe also require the damaged door be returned to retailer to return to Steves [redacted] General Manager Steves & Sons #

We will agree to deliver customer a new replacement patio door and hire an independent licensed and insured installer inher area to replace the doorWe will not agree to refund the door she purchased from Home Depot but will provide $Home Depot gift card for customers inconvenience [redacted] Steves & Sons [redacted] ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***

Hello, My name is [redacted].  I am the Steves and Sons Warranty Manager. The first issue I would like to address on this claim is: This wood entry door never qualified for our warranty criteria and should have been denied. There is not sufficient overhang above and extending past the...

sides of this unit.  Our warranty clearly stipulates: "This warranty does not cover the following circumstances and are not considered the responsibility of Steves & Sons.-Failure to provide a proper overhang; Damage caused by direct rain exposure, damage caused by extremetemperature, either from direct sunlight and orinstallation of a storm door.In most climate conditions you need to have an overhang that extends at least half the distance of the height ofyour entryway (For example if the measurement from the base of the door to bottom of the overhand is 10 feet,the overhang should extend 5 feet)"  This is also illustrated in our catalog that we provide for Home Depot and the care manual that ships with door. We do not warranty the performance of our wood entry door without a proper overhang. [redacted]'s location is Abington, IL 61410 which is prone to inclement weather. This door has no protection. We advised [redacted] by email that a fiberglass unit would perform better however; she chose to stay with the wood unit. It is unfortunate that the [redacted] was not correctly pre qualified by the Home depot sales associate prior to purchase. This being said we extended our services well beyond warranty which was 4 site visits that included  an inspection, removal and replacement of sidelites, and door unit, reglazing sidelites and adding extra seal to speak easy( small door in door) Though Mrs [redacted] feels we ignored her; I have had 12 separate communications with her through email. Original door arrived 8-3-15 Our warranty is 1yr on finish, door and components replaced this has been serviced through 8-3-17 We feel at this time we have invested in our customer well beyond our warranty limits with the costs we have incurred in an attempt to rectify her situation including labor and materials. Though it originally never qualified and we can no longer continue to warrant this product or any of it's components. Sincerely, [redacted]Warranty/ Advanced Product Manager[redacted]

I have reviewed all our documents related to this order and attached pictures of the door taken a customer’s residence. I also attempted to add additional pictures of our pallet and inspection process but uploads are limited to four. This door was inspected prior to loading in LTL carrier that...

delivered product to retailer where customer purchased. The door was received at retailer and there was no note  on BOL stating possible damage to door. Door was then delivered to homeowner and we still was not notified of any damage. After door was installed we received notification of door having manufacturer defect. The attached pictures show door to be damaged somewhere in shipping or installation and not a manufacturer defect. The labels on pallet ask customer to inspect door for damages before removing from pallet and contact us if items are missing or damaged within 72 hours. Freight carriers require us to notify them within 72 hours to file a freight claim. They also require pictures of damage to shipping crate.   The door we shipped does not have a manufactures defect related to warranty but are willing to help resolve issue. We will offer to ship a new door to the retailer where customer purchased the product. The door must be inspected before leaving retailer. We will not reimburse customer for any shipping and labor charges for removal and installation. We also require the damaged door be returned to retailer to return to Steves.   [redacted] General Manager Steves & Sons 800 617 8586 #109 214 763 0058

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]

We will agree to deliver customer a new replacement patio door and hire an independent licensed and insured installer inher area to replace the door. We will not agree to refund the door she purchased from Home Depot but will provide $100. Home Depot gift card for customers...

inconvenience.   [redacted] Steves & Sons [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and with conditions, find that this resolution is satisfactory to me. Please note, my acceptance of a new door is conditional on Home Depot agreeing to pay for all shipping, labor, and other related costs.  At no time did we, the purchasers, cause the door to be damaged.  We notified both Home Depot and the seller, Steves, as soon as the defects/damages were discovered.
Regards,
[redacted]

Good morning [redacted], I am the warranty manager for Steves and Sons Regarding complaint [redacted] I spoke To [redacted] 7-10-17 and we have come to an agreement. Steves and Sons is furnishing new door unit, Installing new door unit and compensating customer 850.00 by mailed check. If you have any other questions feel free to contact me.Sincerely,[redacted]Warranty/ Advanced Product ManagerOffice: [redacted]Cell: [redacted]Fax: [redacted]Email: [redacted]Steves and Sons

There is nothing further we can do on this matter. Sincerely, [redacted]Warranty/ Advanced Product Manager[redacted]Steves and Sons

Complaint: [redacted]
I am rejecting this response because: The issue of the overhang and warranty or the original door is irrelevant at this point and time, given that Steve & Sons DID HONOR the original door and sent out a BRAND NEW DOOR for installation with  STEVE & SONS 3rd Party Contractor on May 25 of 2017. To the issue of the original door and warranty, all I can say is that we did not get the warranty information [redacted] has mentioned  at the time of purchase or at delivery of the door. If we had known that Steve & Sons product was  so poor performing that it mandated such bizarre and irregular requirements for use, we would never have purchased the door in the first place. With that said, Steve & Sons is reliable for the 2ND (new door) they provided because they opted to warranty the orginal door purchased when sending out a new door with their contractor for replacement. Steve & Sons used a 3rd party company to handle the delivery and installation of the new door. In doing so Steve & Sons became liable and obligated to warranty both the new door and installation that took place starting on May 25, 2017, I was not sent any paperwork that legally removed them from this obligation when excepting the new door.  The new door was installed with completely different and more serious problems, causing water to come into my home when it rains, gaps located  both at the top and bottom of the door closing that are so signigficant that I can see outside and air and bugs can get into the house; also making it so that the door is never fully shut and sealed.  While Steve & Sons did send out their same 3rd party contractor to apply a clear sealant to the sidelights to stop the leaking where rain comes in and installed a new rubber seal for the speakeasy, the contractor they hired took it upon himself to apply this sealant everywhere (leaving my new door to now look hideous). The only area mentioned both to Steve & Sons and to contractor that had leaks was the sidelites, yet I have this sealant all around the entire door and in huge globs.  The door does not fit properly and that again is at the liability of Steve & Sons because they hired the 3rd party contract to install the door. My original door fit perfectly, the only issue was the delaminating part of the door on one sidelite (this did not call for an entire door and sidelights to be replaced) leading up to the problems I now face with my door. I am at the point that I do not have confidence in Steve & Sons door or contract to resolve the issues and demand a full refund. I have attached a couple of pictures to show as example the poor workmanship completed-- I tried to add more but your site kept giving an error message
Regards,
[redacted]

Hello [redacted], we do apologize for miscommunication you may have had with Home Depot but, we were made aware of your issue on 8-10-17. We responded on 8-11-17 through email to '[redacted]' As in the email we do need verification in the way of a purchase order #.  We need this not...

only for verification but, to get all specs on door and it also tells what production facility it was built. At this time we have not had the opportunity to evaluate and respond to your claim. Please contact me directlySincerely, [redacted]Warranty/ Advanced Product ManagerOffice [redacted] ext [redacted]Fax: [redacted]Email: [redacted]Steves and Sons