Western Building Products, Inc.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Their solution of replacing the caulk would not resolve the damage to the door I have made numerous attempts to clean the leaking sealant (caulk) but it is faulty and there is no way to fix this problem without taking out the glass and putting in a sealant that does not leak down the doorI have contacted them several times and a repfrom Western Bld products did view the doors - well before the year installation I welcome a tech to come out and fix this, as I have always, but they refused to offer a solution upon each visitIf they will just fix the leaks, and clean off the adhesive that drips down the doors, then I will schedule this
Regards,
*** ***

Thank you for the note regarding one of our entry doors. Western Building Products is a step distributor of millwork products. We sell our products through retail dealers. In this case, it appears that our customer was Arrow Millwork in Milwaukee WI. We reached out to our
customer to uncover their knowledge of this claim. They are not familiar with the complaint nor the customer information you have supplied. Ownership of Arrow Millwork has changed since the purchase of the door unit by Miss Hogan. They have no records of the purchase. The unit description in the complaint is familiar to Western. It appears to be one of our door units. I have no information on the history of the complaint. The information supplied in the complaint is a little confusing. First contact 9-5-2012, second 5-15-and third 5-15-2008. Maybe the order is reversed. I can only assume the contact was made with Arrow Millwork. Our Common Sense Product Promise is as follows. “If you experience a problem, let us know right away. We will schedule an inspection to determine the cause and make arrangements to make the necessary repairs or adjustments needed with as little inconvenience as possible. We will also honor the Manufacturers’ Warranties on any of the component parts used in the Western Entry Door System”. Based on the information supplied, the glass component appears to be the problem. The glass used in this installation carried a year warranty. The sealant used to prevent water and air infiltration has changed consistency due to excessive heat and is running down the face of the door. As I stated earlier, we have no record of a visit to this site. As a show of good faith, we can send a service tech to inspect the door unit and attempt to a replace the caulk. Please let me know how you would like us to proceed. *** ***Sales ManagerEmployee-Owner414-258-3266http://www.western1.com

Western Building Products sent a service person to replace the leaking sealant from both entry doors' glass I am satisfied they at the work their employee, *** did on 2/24/
*** ***

We have been to site for an inspection of the door in question. The finish on the exterior side of the door is breaking down due to exposure to the sun. It is our opinion that the finish on the exterior of the door was not properly maintained. No finish will last without proper up
keep. Please feel free to contact me with questions. *** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I spoke with the manager of Western's Finishing Department yesterday regarding maintenance on a new door.  He has said all you need to do is "wash it with mild soap and water a couple times a year". (which was done)  I also spoke with territory manager for Western yesterday who told me " You were sold a bill of goods." (Which I agreed with)I now better understand their quality and customer service focus, sell inferior products and blame others when they fail.PS Feel free to publish this exchange.  I know I will.  
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.The company says it is my fault that their exterior door paint flakes off and fades in the sun in less than 5 years.1. The manufacturer never provided or mentioned any maintenance information with this door. 2. A technician (repairman) has been out to repair the door several times and has never mentioned any maintenance schedule. He gave me a bottle of touch-up paint. 3. the salesman from Pro-Build that looked at it said, "this shouldn't be happening in this amount of time". 4. The product is advertised with a warranty. 
Regards,
[redacted]

I am sorry to hear that [redacted] did not let you know that her complaint was rectified.  I would have hoped that she would have contacted you to let you know we resolved her concerns.  We sent our service tech to her residence to make the repairs.  The complaint is RESOLVED contrary to your letter.  [redacted]
Sales ManagerEmployee-Owner414-258-3266http://www.western1.com

I can appreciate the homeowners concern.  Western sold the door to Pro Build.  We rely on our customers to communicate the maintenance required on exterior products.  We were not part of the sales process.  I cannot speak to what transpired between Pro Build and the homeowner.  Our Territory Manager spoke with the Homeowner yesterday.  His main concern is with the paint fading on the exterior of the door.  Our paint supplier does not warrant against fade.  The Homeowner was going to speak with Sherman Williams. Please contact me with questions or concerns. [redacted]

Review: Company installed two entry doors and offered a lifetime warranty. The glue that holds the glass leaks down the door. I have tried to repair this when they refused to offer a solution, and I cannot. Both doors have defective seals and cannot be repaired. I have attempted to resolve this, and the company is not honoring their warranty or offering any solution to fix. Their Website, the gule leakage. This URL takes you to the claim: http://www.western1.com/promise.html "Your Western Entry Door System will give you a lifetime of superior performance when correctly installed, completely finished and properly maintained.Desired Settlement: Repair the damage this defective adhesive has caused on my doors or replace them.

Business

Response:

Thank you for the note regarding one of our entry doors. Western Building Products is a 2 step distributor of millwork products. We sell our products through retail dealers. In this case, it appears that our customer was Arrow Millwork in Milwaukee WI. We reached out to our customer to uncover their knowledge of this claim. They are not familiar with the complaint nor the customer information you have supplied. Ownership of Arrow Millwork has changed since the purchase of the door unit by Miss Hogan. They have no records of the purchase.