Complaints

• Initial Complaint

  03/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased two doors, front and back, which took 7 months to arrive. They were installed August 9, 2022. We have a warranty on both doors that has not been honored. The front door has a glass panel that opens for cleaning. It has 4 locking levers when closed. The upper lever does not close. The back door has two large glass panels. The one panel has a "palm" print inside the glass. As requested by San Marcos Doors, I emailed pictures of the faults. No response from them after four calls. Not even a confirmation that pictures were received. I would like someone to come out to our house to at least look at our problems and honor their warranty.

  Business response

  03/08/2023

  It looks like he sent an email to the wrong department but we have reach out to client over the phone but had no response, we left a voicemail and sent an email as well. Awaiting his response in order to schedule an appointment as soon as possible.

  Customer response

  03/10/2023

  Better Business Bureau:
  
  I've had contact with San Marcos Iron Doors.  They have fixed the front door and have advised me they are ordering a new glass panel for the rear door, which should take about three weeks to arrive.  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  *******************************

• Initial Complaint

  10/26/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  San Marcos doors installed $50,000 dollars worth of doors at my house. I recently had them install sliding doors and they refused to finish the job until I paid the last 10%. The contract states that they will complete the job prior to collecting the last payment. They never came back out to finish the outside trim and paint the existing doors.The glass is also fogging and I have multiple issues with the glass they use. I cannot get a hold of any managers. The installers are from ******** and cannot provide any type of communication. I have started a federal report with the department of labor for investigation. I would like for all glass that is fogging to be replaced, all the measurements that were incorrect to be fixed and for all the imperfections to be replaced.

  Business response

  10/31/2022

  We met with client on Friday, October 28th. As of right now we are reviewing his project to come up with a favorable solution suitable for both ends today. We'll contact client to go over this solution as soon as we have it.

  Customer response

  11/08/2022

  Complaint: 18309178
  
  I am rejecting this response because:

  I am still waiting to make sure the resolution is confirmed. I met with ******* and I was told that they will replace the existing sliding door with a new sliding door. Also I was told that replacement glass was ordered and will be replaced and any balance will be reduced because of all the inconveniences. I am waiting to confirm the measurements for the replacement sliding door so I can approve and it can be ordered. Thank you 

  
  
  Regards,
  
  *******************

  Business response

  11/15/2022

  We are waiting for the replacement glass to arrive (we do not fabricate the glass so we depend on our supplier, the glass was under warranty so we were able to request the replacement) it will be installed as soon as we receive it by then we hope to get into an agreement with customer regarding his balance.

  Customer response

  11/22/2022

  Complaint: 18309178
  
  I am rejecting this response because:
  

  I have paid in full for the sliding doors for invoice ***** and we agreed that new sliding doors will be ordered. I am waiting to approve measurements from my rep and then I will accept and be able to close this complaint. 

  
  Regards,
  
  *******************

• Initial Complaint

  09/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  purchased iron doors from the company, front door and back fold glass doors for our new custom home in ***********. The back folding door was not installed correctly, is has large gaps around the frame of the house and does not lock properly into the frame of the door itself. Its so bad someone could actually push their way into our home. We have called numerous times and were even told there are notes from their lead installer in the computer that state something is wrong with the door and he is unable to fix. They ignore our request for help getting the issue resolved but instead are harassing us for final payment owed, even though the written agreement states final payment is owed once doors are installed properly and painted, both have not been done. We have been dealing with them for over a year and just want to move into our home with doors that work properly.

  Business response

  11/11/2022

   Per clients request we sent a service team on Friday, November 4th, all the issues addressed by client were fixed and completed. 

   

   

   

*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. ↩