Complaints

• Initial Complaint

  08/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased my new home from ******* Homes in August 2022 and moved in in January 2023. After approximately a year of using my master bedroom shower door, it stopped closing properly. I submitted a warranty request to Ravenna Homes, and they arranged for the manufacturer, Fashion Glass, and Mirror, to service the shower door. The technician from Fashion Glass and Mirror determined that the door was defective and ordered a complete replacement. The new door worked for a few months but then, had the same issue. Another service request was made, and the technician ordered another complete door assembly. After the new door was installed, it also failed to last. Yet another request was made about the shower door not closing, a technician came out and made adjustments to the shower door and replaced a part of the door, but the issue persisted. The technician said he was going to suggested to order a third shower door.After not hearing any updates for a few weeks, I contacted ****, my warranty representative at ******* Homes. **** informed me that no update had been received from Fashion Glass and Mirror. **** called and talked to the "main technician" at Fashion Glass and Mirror that came out. The technician mentioned to **** that the door had a snag and implied that we were using the door improperly by swinging the door to full swing, which I found offensive. I don't swing the door open as wide as it can go or put excessive weight on the handle, to enter the shower. Now Fashion Glass and Mirror/Ravenna Homes are telling me no further service will be rendered because I'm out of warranty. Really! The problem was never fixed, the technicians were putting a bandage on the shower door until I ran out of warranty.In my opinion, the shower door was not the problem in the first place. I suspect that the issue lies in the framing of the shower framework. It seems that others in my neighborhood are experiencing similar problems with their shower doors as well.

  Business response

  09/09/2024

  Thank you for reaching out and providing detailed feedback regarding the issues youve experienced with your shower door. I understand your frustration,especially given the extensive efforts that have been made to resolve this problem.

  
  Firstly,I want to emphasize that Ravenna Homes and Fashion Glass and Mirror have worked diligently to address your concerns. After the initial service request, the defective door was replaced with a new one, and when that also did not resolve the issue, a second replacement was arranged. Following that, our technician made adjustments and replaced parts to further attempt to rectify the situation.

  
  Despite these efforts, I understand that the issue persisted, and I regret that the solution was not achieved. As per our standard warranty terms, all products come with a one-year warranty, which in your case, unfortunately, expired in August 2023. As such, our ability to provide further service under warranty has concluded.

  
  To address your concern about other homes in the community, we have not received any similar complaints regarding shower doors from other residents. This supports the original assessment that the doors issue are due to incorrect usage and not a manufacturing defect.

  
  Once again, we apologize for the inconvenience and appreciate your understanding in this matter.

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