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 measurements. We even request photographs of existing areas to be reconstructed to get a better feel for any given...
project. The project is fully discussed by both our rep and the customer to narrow down the possibility of a wrong measurement of one of our products. Since 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 measuring. Emailed 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 purchase. After 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 accurate. It is only after this is completed that our company moves forward with the project.All of these steps were performed and Mr. [redacted] agreed to the measurements that were presented to him for accuracy. We have enclosed copies of these documents for the Revdex.com to review. Mr. [redacted] 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 fit. Only 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 incurred. There was absolutely no contact about wrong measurements prior to the install. Our position is simple in this unfortunate occurrence. our 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 proceed. In 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 forward. Our company manufactured these products to the measurements that were authorized. No further action will be taken regarding this claim. Regards, Howard D.
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 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 measure. After much discussion with the customer service representative, she stated she was correct and I follow her advice on measurements. In follow up email the business admitted that they pushed their version of the measurements vs my version, the correct measurements. A review of page 2 of submitted business paperwork bears out my measurements whereas page 3 are the wrong measurements provided by the business. The 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,
[redacted]
Vintage Doors made a screen replacement for this client which had a small defect in it. We 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 disagreed. At 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 cost. We 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 it. We 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 terms. Offer made and rejected, case was closed. Howard D.
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 measurements. We even request photographs of existing areas to be reconstructed to get a better feel for any given...
project. The project is fully discussed by both our rep and the customer to narrow down the possibility of a wrong measurement of one of our products. Since 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 measuring. Emailed 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 purchase. After 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 accurate. It is only after this is completed that our company moves forward with the project.All of these steps were performed and Mr. [redacted] agreed to the measurements that were presented to him for accuracy. We have enclosed copies of these documents for the Revdex.com to review. Mr. [redacted] 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 fit. Only 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 incurred. There was absolutely no contact about wrong measurements prior to the install. Our position is simple in this unfortunate occurrence. our 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 proceed. In 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 forward. Our company manufactured these products to the measurements that were authorized. No further action will be taken regarding this claim. Regards, Howard D.
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 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 measure. After much discussion with the customer service representative, she stated she was correct and I follow her advice on measurements. In follow up email the business admitted that they pushed their version of the measurements vs my version, the correct measurements. A review of page 2 of submitted business paperwork bears out my measurements whereas page 3 are the wrong measurements provided by the business. The 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,
[redacted]
Vintage Doors made a screen replacement for this client which had a small defect in it. We 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 disagreed. At 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 cost. We 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 it. We 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 terms. Offer made and rejected, case was closed. Howard D.