Complaints

• Initial Complaint

  12/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On June 8, 2024, I entered into an agreement with Republic Windows and Doors (RW&D) for the purchase and installation of impact windows and doors for my property located at ***********************************. Installation commenced in September 2024. During the process, one of the installed windows was found to be defective. While RW&D proposed replacing the glass within the existing window frame, I declined, insisting on a replacement with a new, complete window panel, as I had purchased new windows.During the same installation, an issue arose with the French doors. The technician dropped a piece of hardware into the door panel, rendering it irretrievable. The technician informed *****, the project manager, who assured me that the part would be ordered and the door installation would be completed upon its ********** early November 2024, a technician replaced the defective window panel. However, the wrong part was delivered for the French door, delaying its completion. In early December 2024, a technician arrived with the correct part but informed me that installation would require disassembling the door. I declined, reiterating that I had purchased new doors and expected them to remain intact.From the outset, I communicated to ***** and RW&D that disassembly of the door would compromise its integrity. ***** initially assured me this would not be necessary. However, it was later confirmed that disassembly was required to install the part. I requested that the door be replaced with a new one, similar to how the defective window was addressed. ******** refused to honor this request.Despite multiple communications, including emails to the owner, ****** ****, ******** stated that the door manufacturer will not warranty the door. I reminded Mr. **** that my contract was with RW&D, not the manufacturer, and suggested RW&D replace the door to fulfill their obligation to me as the customer. They can then address the warranty issue with the manufacturer independently.

  

  Business response

  01/08/2025

  Hi ****, 
  The door you received is not damaged; it is a brand-new door that simply needs servicing. Id like to clarify the situation: a small plastic cap fell into the frame, and to address this, a single part of the door needs to be disassembled to remove the cap, after which it will be reassembled. This process is identical to what was done when the door was initially assembled at the ** plant in ******************* more, nothing less.

  
  If you refuse service and do not allow us to resolve the issue, we will have limited options. While you are entitled to pursue legal action, Id like to advise you that such a route can be very costly and is unlikely to yield the outcome you desire.

  
  We can remove the plastic cap without causing any damage to the door. Once serviced, the door will remain new, fully functional, and aesthetically intact. Please consider this carefully, and let us work together to resolve the matter efficiently.

   

  ****** ****

  Owner

  Customer response

  01/13/2025

   
  Complaint: 22751573
  
  I am rejecting this response because: There was damage done by the secondary ********* to the frame edge of the door. This will need to be replaced also. The following is my compromise to resolve the issue:

  In efforts to move forward and resolve the current issue with the door installation, I would like to propose the following compromise:
  I am willing to accept ES's intervention to retrieve and repair the striker receiver that fell into the door.
  I request the replacement of the frame edge, as the second ********* drilled unapproved holes into the frame, which I believe was unnecessary. (Please refer to the attached pictures for reference.)
  In your email dated January 6th, you mentioned: We are (Republic) not servicing this door; the servicing is being handled by ES and their certified techs, the same techs who assembled this door. Based on this, it seems clear that your ********* should not have drilled holes in the door, as it was not their responsibility.
  Ultimately, my goal remains the same as it has been from the start: to receive a "new, fully properly functional and aesthetically intact set of doors", as outlined in your previous email. Specifically, I expect the doors to:
  Open and close as designed, with the locking mechanism properly adjusted and functioning.
  Align correctly to allow the mechanical deadbolt to engage seamlessly without requiring me to pull on the door for proper alignment.
  I trust that you will consider this compromise reasonable and take the necessary steps to complete the installation as agreed. Please confirm how you would like to proceed.
  Thank you for your attention to this matter. I look forward to your response.
  

  
  
  Sincerely,
  
  **** *******

  

  Business response

  01/24/2025

  Hello

   

  This has since been resolved with the customer and we both have reached an agreement

  Customer response

  02/04/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** *******

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