YesterYear's Vintage Doors

Vintage Doors made a screen replacement for this client which had a small defect in itWe asked the client to get this repaired locally due to the high cost of shipping, and all costs would be paid by our company, to which he disagreedAt this point, our company elected to fully reimburse the client his entire purchase price including freight costs and he could use this refund to have the replacement done locally due to the high freight costWe sent a refund business check for the total amount at which point he returned it to us claiming that we had some long time service agreement with him (which is not true)Vintage doors sent the refund check back to him a second time to which he returned it with the words "VOID" written across itWe did not want to send this check a third time and have the same scenario happen, so our company gave him a time frame where he could respond to receiving the refund or forfeit it under the pretense that he was satisfied with the previous screen frame that he still was in possession of (at no cost)We did not hear from him on a timely manner, so this case was closed and the assumption was that he accepted the termsOffer made and rejected, case was closedHoward D

I FAXED a response to this complaint in on 6/23/Please verify that you received our documentsThank youRegards, Howard D

Revdex.com spoke to Howard at business and the following was relayed: The customer purchased custom-made doors years agoThe doors came with a year warranty for joint failure or warpingThere is no extended warranty provided or offered on our productsRegarding his repair request for damage unrelated to our workmanship, he should be able to have any natural wood worker assist himRegarding the screen issue, we made attempts to refund the customer for the screenThe third time with specific instructions with a set time to let us know byThe customer did not respondThere was no issue with the frame, he needed it re-screenedThe customer did send an email stating he wanted another part for the screen door or would continue writing negative reviewsThere is no effective warranty on the products, the customer should contact a natural wood worker to assist him further

Our customer service representatives are trained to give specific details regarding a custom door purchase based on a description of what the customer is looking for and their specific measurementsWe even request photographs of existing areas to be reconstructed to get a better feel for any given
projectThe project is fully discussed by both our rep and the customer to narrow down the possibility of a wrong measurement of one of our productsSince our business is focused around phone conversations, it is of the utmost importance that the customer be very accurate with the knowledge of his /her project or it is advised to use contractual services to do any measuringEmailed documents regarding the projects are
passed back and forth with changing data until the customer is satisfied and completely sure of he accuracy of their project and purchaseAfter all the questions, drawings with dimensions and changes made and verified by the customer, they are required to sign our documents with all of our policies and specific notifications that it is, by their signature, true and accurateIt is only after this is completed that our company moves forward with the project.All of these steps were performed and Mr*** agreed to the measurements that were presented to him for accuracyWe have enclosed copies of these documents for the Revdex.com to review. Mr*** installed his door products in his home and informed our company that he had to pay an installer additional money to alter our product to fitOnly after the install and alterations had taken place did he start calling our company complaining about wrong measurements (that he authorized) and demanded reimbursement for additional installation costs incurredThere was absolutely no contact about wrong measurements prior to the installOur position is simple in this unfortunate occurrenceour company performed the construction of a custom door project set forth by an authorized signature after a full disclosure of all the documents that are required by vintage Doors to proceedIn our "Purchase Terms and Conditions" the first two sentences notify the client that it is "Incumbent upon them" to verify tot accuracy, what was discussed and by signing
these terms at the end of the disclosure, they are comfortable with the project moving forwardOur company manufactured these products to the measurements that were authorizedNo further action will be taken regarding this claimRegards, Howard D

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
After additional attempts at opening a dialogue with the business, it is apparent that the business chooses to refuse to provide assistance with its custom made productsIn fact, I contacted the business on 10/25/asking for their assistance in repairing damage to one of their custom made doors (I had asked to purchase a replacement part for the door), but the business has chosen not to reply to my requestI have also indicated to the business that, given their unwillingness to engage in a dialogue, I would accept their offer of full reimbursement for the product. In the past, the business failed to include an explanation with their payment, and only provided a day window for a response to an email, which I did not receive in a timely mannerAs it stands now, the product is still under warranty, the product was defective in its manufacture, and the business has offered to refund my payment for their defective product. As the business is not willing to consider other alternatives, I accept their offer of a refundHowever, I understand that the business may have concerns regarding the "costs" involved in reissuing a refund for their defective product. Therefore, as the business sent the prior attempts using first class mail, and only utilized envelopes and sheet of paper in their attempt to provide a refund, I would agree to a reduction of $(five dollars) in the amount of the refund to compensate the business for the costs associated with their prior attempts. Thus, the total refund amount would be $(rather than $195)
Regards,
*** ***

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
I was assured by the customer service rep that despite my measurements and my contractors measurements, we were wrong and this was not the right way to measureAfter much discussion with the customer service representative, she stated she was correct and I follow her advice on measurementsIn follow up email the business admitted that they pushed their version of the measurements vs my version, the correct measurementsA review of page of submitted business paperwork bears out my measurements whereas page are the wrong measurements provided by the businessThe business knows they made an error in their advice and they should simply pay for the additional cost or refund my payment See attached email from business customer service In addition, responsiveness was minimal to my complaint and follow up was appalling
Regards,
*** ***

Vintage Doors made a screen replacement for this client which had a small defect in itWe asked the client to get this repaired locally due to the high cost of shipping, and all costs would be paid by our company, to which he disagreedAt this point, our company elected to fully reimburse the
client his entire purchase price including freight costs and he could use this refund to have the replacement done locally due to the high freight costWe sent a refund business check for the total amount at which point he returned it to us claiming that we had some long time service agreement with him (which is not true)Vintage doors sent the refund check back to him a second time to which he returned it with the words "VOID" written across itWe did not want to send this check a third time and have the same scenario happen, so our company gave him a time frame where he could respond to receiving the refund or forfeit it under the pretense that he was satisfied with the previous screen frame that he still was in possession of (at no cost)We did not hear from him on a timely manner, so this case was closed and the assumption was that he accepted the termsOffer made and rejected, case was closedHoward D