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Complaint Details
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Initial Complaint
02/12/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I started talking with ****** from WindowWorld- *********,Maine about a warranty issue concerning a side garage door that we purchased from their business It is defective and needs to be replaced they sent out a person to see the defective door .Did not hear from them in a while ****** told me that they needed correct measurements now another service technician was sent to measure the door for correct height and width mind you this is a common size door and not a special order I called ****** again and now she tells me that the company that made the original door is no longer in business and they have to order from another business and the color will be an off white not the painted door that we paid additional for at this point we are still waiting for the replacement door under lifetime warranty through Window World All we want is the complete door and doorframe to be replaced as the door is difficult to open and close Thank You for consideration on this matter ***** and ***************************
Business response
03/11/2024
Good morning,
The ******** called us about there door slab corner piece was paling up, we sent a tech out to look at the door and see what repairs were needed. Once we received the measurements we placed the order for the new slab, unfortunately the original manufacture sold the company off and the color would not be the same. I reached out the the ******** and went over this with the customer they agreed with the off white color and said move forward. As soon as we received the door slab in the warehouse I called the ******** to schedule a ************* for the slab to be installed. On 3/7/2024 our techs went to install the slab and they called the office right away to inform us that the hinge and 3 point locking points did not match. We asked our techs to send us the measurements and the specs with the differences. At that point we called the manufacture and we are working on a solution to correct this. The customer has been informed of each step, and we are working on a resolution to honor our Limited Life Time Warranty.
Thank you,
Lauren
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Customer Complaints Summary
2 total complaints in the last 3 years.
1 complaints closed in the last 12 months.
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