Complaints

• Initial Complaint

  12/31/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On July 1 2023, we entered into an agreement with Love That Door ***** for the design, construction and installation of a custom iron entry door. We paid down payment $7,250 (50% of the total cost).On Dec 30 2023, after all the frustrations dealing with Love That Doors incompetent CAD team for 5 months, we realized that if *** cannot design the door correctly, then we have zero confidence that they can construct and install a door that we want with quality. For this reason, we want a full refund of our deposit. *** owner ************************* refused.Timeline of our entry door project in 2023 is attached. Email records are on file and can be provided upon request.

  Business response

  01/11/2024

  We apologize for the negative experience youve had with Love That Door. We understand your frustrations and concerns regarding the *** design process and the lack of confidence in our ability to deliver the quality door youre expecting. However, we must acknowledge that despite the 5 months it has taken was due to a number of factors we did arrive on an approved *** which you signed and approved on December 15th which we then placed into production for you and then 7 days later you seemingly decided you wanted to cancel which goes against our company policy and contract which you also signed. These frustrations are equally shared when a customer consumes a lot of time, and design services only to suddenly change their mind and then write a one sided review. We do take customer satisfaction seriously and would like to address your concerns directly. Please contact us at ************** so that we can discuss your refund request and work towards a resolution. Thank you.

  Customer response

  01/12/2024

  I am rejecting this response because: 
  The issue has not been resolved.  We requested a refund because the final *** was different than the version I approved and not at all what we wanted.  ******* *** coordinator told me that it was redrawn by another *** designer, likely a different ***** factory.  The owner acknowledged that it was redrawn but did not disclose the reason.  I reached out to the owner and he promised that they will build the door to match the *** I approved.  I am still waiting for the revised final *** from *** to re-approve.  Until the door is built, inspected, installed and approved by us, this complaint is not resolved.     

  Customer response

  03/09/2024

  We are still waiting for the door to be delivered and installed.  Until the terms in the sales contact are fulfilled by Love That Door, the complaint is still in effect.   

  Customer response

  03/13/2024

  The next step is for Love That Door to complete construction and install the contracted door to our satisfaction. 

  Customer response

  03/15/2024

  Please do not close this complaint as the contracted door has not been installed after 8-months (contract signed 7/1/2023)

• Initial Complaint

  03/12/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Contract signed with Love That Door on 7/23/21 for the purchase and installation of a custom built door that required a specific step by step process in order to complete the project. $8330.37 total with 50% deposit put down and the remaining balance less 10% to be paid upon completion of door. The remainder to be paid after completion of touch up. We requested measurements of door to be done in person rather than via satellite. Install was completed 5-19-22 after the final CAD approved. This door did not fit and needed reordering. 12-8-22 Replacement door installed. Touch up crew scheduled 1-5-23 but never showed- called to confirm around 11 am but the store said there issues with scheduling so rescheduled for 1-19-23 at 9am- at 903am I was called by ***** and was told it would be no later than noon that day, however he called at 236pm to tell me he had not left ******* ** yet. 1-20-23 ***** was scheduled to do the install at 9am, but he arrived at approx 947am and left around 240pm without completing the job. After multiple phone calls and text messages, 1-21-23 ************************* returned my call and said he was ill but he would get back in touch with me to get this rectified. Since then, I have only received text messages requesting final $800 payment. The job is still incomplete: 1) Interior door has nicks and dings (photos sent to them prior to touch up) 2)Void underneath the door which was brought to their attention but I was told water needed a way to exit from the dwelling 3) exterior door frame looks nothing like their showroom display or represented in their brochure- the s**** holes (over 10 of them) are very visible. These guys were ready to leave when they got here. I spent 8K on this door and I want it to look like an 8K door.I have taken off work 5 days to get this single door completed. I have a 10% balance on the completion of this door and the door is NOT complete as ************************* was informed.

  Business response

  03/26/2023

  We do agree that this has taken a little longer than normal due to the scheduling conflicts with our staff and of course our client.  We have been reaching out to ******************** for weeks to try and get this resolved.  We are more than willing to meet and finish with ********************, but unfortunately, have not been able to reach him by phone or email. I am aware of a few times we were supposed to be out at ******************************** house which is 2 hours away from ******, we have ran late and due to the nature of ******************************** work, his schedule is very tight.  We have called & apologized when this has occurred but again, we do know it was an inconvenience to ******************************** schedule as well.  

  We would love to speak with ******************** to get us back out to finish and discuss a resolution for this.

  Thank you & we look forward to resolving any outstanding issues.

  **********************;

• Initial Complaint

  01/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I regret to this day going with this company. We signed with them in August. They over promised to us about having the doors installed by Dec 22nd. We had zero communication from them until we called to see what's going on with our order in December. They blamed the manufacturer for delay and then it was moved to Jan 12th 2023. They promised to have better communication moving forward and someone to talk with day of install and after with updates. We are now Jan 24th, our doors were installed but no communication AT ALL again despite our attempts to get answers. We got home on Jan 13th, the day after install, to find broken glass window on the door, broken marble floor and the frame inside the house also dramatically damaged. We called and emailed to try and get answers to our concerns but was only ever told "I'll have some contact you." Which never happened until we continued to push. No one knew in their company of all the issues that was left behind on day of install or that the glass door was completely shattered out. Now we have cold air coming into our house during the week of the cold storm. We don't recommend this company and wish we would have gone with another. See photos of their troubled door install.

  Business response

  02/08/2023

  Thank you for allowing us the opportunity to reply to this. Yes, there was a delay in the product as we are subject to may shipping world-wide crisis and as normal business practices we do send emails, text updates to let our customers know of the delays that are not due to Love That Door, but oustide 3rd party entities that we rely on.
  
  The door was installed and *** did go out to finish the entire job. There was a broken piece of glass and we have installed a temporary piece until the new piece arrives from our factory. We do still need to repair the damaged tile that was done for the installation of the door. Love That Door has assumed responsibility for this and have been working with the customer to get this resolved with the tile ***** of their choice.
  
  Everything was completed within 2-days and again we do apologize and were very expeditious on getting ************ taken care of since the install issues.
  
  We are here to make our customers know we value their concerns and always here to take care of them. We have been out to **************** home several times to complete and the only pending items are the one piece of glass (pending arrival) and the marble. I have attached a screen shot showing that the glass will ship with the next container.
  
  If you have any further questions or concersn please feel free to reach out directly to me at 469.46.8735
  
  Respectfully,
  
  ***********************
  See Attachment/File: Screen Shot 2023-02-08 at 8.45.27 AM.png

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩