Complaints

• Initial Complaint

  03/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 4/30/2022 we put down a deposit in the amount of $18,277 for two steel sliding doors and one steel single entry door. Our order was placed on 7/1/2022. The paperwork states ***** week lead time. It took 27 weeks to receive the first door. The paperwork also states installation shall take 1-2 days. Our installation began 2/6/2023 and is still incomplete. Upon installation arrival, they require the remaining amount due for that specific door prior to installation work beginning. I did as such until they arrived with the third and finally door and requested the final balance be paid prior to install. At this time they were paid in full for the first two doors in which installation was incomplete for both. Over the next several weeks, we endured multiple reschedules and countless excuses and stories. We are currently left with our single entry door sporadically unlatching causing our alarm to disarm. All panes of glass in the sliders are defective with one or more of the following: fish eye, greater than 12 smudge line between panes of glass, blue drip lines between panes of glass. There is an unacceptable amount of outside air entering the home where the slider panels meet/overlap. There are several areas on both sliders in which daylight can be seen. One of the sliding doors has undergone so many adjustments and repairs that it doesnt function properly. At this time, we are asking for a full replacement of one sliding door, all glass panels on other slider be replaced, and all necessary actions taken to ensure our alarm is functional and doors properly sealed against outside elements. All work to be completed by April 30, 2023 We have reached out to the owner via email and phone and have not received a response.

  

  Business response

  06/26/2023

  Good afternoon, ****
  On behalf of Steel Entry, I would like to apologize for the inconvenience that we have caused. 
  Since the beginning of the contract, we have had constant communication with you. Unfortunately, we have been through circumstances that are beyond our control. 
  As of todays date, (6/26/2023) the door has been replaced under warranty at no additional cost and have maintained our communication responsibility, 
  Again, please accept our sincerest apology for any trouble or inconvenience we have caused you. We highly appreciate your feedback as it will assist us in becoming better at what we do. 

  
  Sincerely,

  President | CEO

  ******************

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