Complaints

• Initial Complaint

  07/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They put two new front doors and a screen door in, and replace a upstairs window. I asked them to match the inside door to the existing trim, So the sales person and I picked out a match. I went by his recommendation. because he's the expert with 39 years experience. The inside front door doesn't match the trim. The upstairs trim on the window doesn't match the trim on the window they installed five years earlier. He also said they would key the locks to match the existing locks in the house. Which they didn't.

  

  Business response

  07/05/2023

  Builders and Remodelers is saddened that the customer is disappointed with their door project. The customer admits to picking out what he deemed as a match to his trim from the standard color portfolio. This color choice was then reverified with physical samples upon the critical remeasure and contract review. That same color door was installed. The customer did not feel the color was correct so we corroborated that the color was indeed correct by comparing to the original sample he chose. The customer also chose his trim color from physical samples that were also reconfirmed. Our processes are designed to head off these types of issues by reviewing and reconfirming with physical samples. We cannot control whether the customer ultimately likes their own selections. In regards to the locks, we are not locksmiths. We can only have the supplied locks keyed the same as other locks from the same manufacturer. We did not agree to, or contract with customer do this as it is not one of our offered services.

  We are truly sorry the customer is unhappy but there is little we could have done differently to prevent it. Ultimately, we did a great job with the customers door project but he does not like his own color selections. We feel it unreasonable for a customer to expect replacement custom ordered products because they do not like the colors they chose that were confirmed correct. We prefer that all of our customers be thrilled with their home improvement projects and go out of our way to do so. If the customer would like to purchase different colors we are happy to help. If the customer has any issues with the use or installation of the doors, we are happy to help. 

   

  Customer response

  07/10/2023

   I am rejecting this response because:
  Their sales person help me pick out the color that matched the trim. He said this color was the closest. I took his expert opinion. Which was obviously. wrong. The sales person also said that they could match the door locks. The contract said, Key Alike and he circled the yes. I understood that means key alike to all the existing locks to the house. One key fits everything. The upstairs trim doesn't even match the trim you installed years earlier. As they said, I signed the contract. So I have no choice but to live with it. I paid them and will never do business with them again.  I just wish the sales person wasn't as colored blind as I'm. 

   

  
  

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