T'enola Inc

This customer purchased a Fiberglass entry door from us in late August.  They picked up their special order door the second week of October.  At some point after that customer called stating that the framing that surrounds the glass was warping.  It was discovered at that point that...

the customer has a south facing entry door.  It was explained at that point that when an opening faces south and is covered by a full glass storm door that heat build up issues can certainly happen especially when the door and storm door are painted black.   Parts were ordered under warranty to replace the damage but now appears that the entire door will have to be replaced.  The manufacturer has agreed to replace it and we fully agreed to perform the work to install the new unit.  It was explained to the customer that if she wanted the new unit to be black also that the manufacturer would not warranty the new replacement unit because of the special circumstances surrounding the direction that this door faces.  The customer was also told that if she picked a new color that our company would even replace her black storm door free of charge.  The customer told us that she was planning on having her home painted in the spring so we suggested waiting until spring to address the matter and picking out new colors.  She was agreeable to this and we even suggested (and sent) documentation of our intent to fully address the situation in the spring since the problem was only aesthetic and not a functional issue.  At the time she was agreeable to this.   She later called her credit card company to have all of the charges for both doors reversed even though we told her that we would correct the problem and even sent her documentation stating the same.   Whatever product she ends up choosing we will not warranty if she insists on painting it black because the lack of ventilation between the inner door and the storm door will eventually destroy whatever she chooses.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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.  I would like to pursue option A as offered by Lisbon Storm and Screen.  I attempted to contact [redacted] yesterday, he was not in.  I will attempt to contact him today to let him know my decision and to move forward with a new color choice for a new door.  I do want to reiterate, however, that the only option we were given was to have the window replaced, and the door REPAINTED a different color as an aftermarket fix, not to have the entire door replaced.  If that were the case, the Revdex.com would have never had to be involved.  Please see email attached from [redacted].  I believe he sent you the first half of the conversation.  After we spoke, I e-mailed him back over our concern regarding the quality of the aftermarket finish, which is what has been forwarded to you. Thank you very much for your assistance in this matter.
Regards,
 
[redacted]