ComplaintsforAnchor Door Services (Kelowna) Ltd

• Initial Complaint

  10/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We received our initial quote from anchor door Feb 17/21 before we began const. of our new home. Construction began June 2/21 and we obtained occupancy Dec 2/21, during this time there were two price increases on June 14 and July 21 from overhead door suppliers totaling 40% increase over original quote to supply and install 5 overhead garage doors. Anchor door would not allow us to order the doors in advance of the increases as they stipulated that the doors must be installed within 30 days of arrival to claim any warranty issues to their supplier. We accepted the increase and paid a 50% deposit of $10,805.00 on July 23/21 the same day the order was placed with a 15-16 week lead time for door arrival/ install. No contact was made during the 16 week period by Anchor door regarding door delivery, I tried to contact my sales rep Ken W***** on October 8th, When I called the office I was simply told he was not in, when I called him on his cell phone I found out he was retired and my file was passed onto someone else in the office. It took two more calls to the office to finally get in contact with Les who told me he would look into schedule of arrival and install. From the week of November 15 when the doors were to arrive onsite Les has never followed up with myself despite multiple phone calls seeking updates on progress. We are now 12weeks past the expected delivery and Les has admitted that the doors have been in stock in their warehouse for the last couple months, but missing opener springs. Three weeks ago he agreed to book the door install as we are incurring significant energy costs and security issues having temporary plywood in place of the doors. How can the doors can sit in their warehouse past the 30 day warranty window when it is convenient for them after we pay a 40% increase I again have not had a returned call from Les or this company. The blatant disregard for this situation is very frustrating and the lack of customer follow up/ service is disgusting

  Business response

  23/02/2022

  Dear Mr* ******,

  My name is Don M******** and I am the new General Manager of Anchor Door.  Our ownership group added Anchor Door to our portfolio on January 11, 2022.

  Unfortunately, the first I heard of your complaint was via the BBB website, and I immediately called a staff meeting to understand your situation completely.  I then called you directly to discuss the matter and hear from you *** **** *** ******.

  As it turned out, we had just received the final components to complete your installation of ALL of the doors on your order. We had then scheduled with you to install the doors last week, on Thursday, February 17 and Friday, February 18.

  As I understand, we still failed to communicate that your final parts had arrived and that we would require your lift on site. Our technician worked with you to resolve the issue and you were kind enough to arrange for the lift immediately.

  During our conversation, you were very understanding of the fact that the world's supply chain is in turmoil, and that there is not much that any of us can do about backordered products and delayed deliveries.

  This does not excuse us from our lack of communication with you, or coming up with alternate solutions to help you until the products finally arrived.  For this I humbly apologize. 

  I, along with the entire new management team at Anchor Door are dedicated to improvements in our systems and processes that will limit the amount of these errors.  Although we understand that perfection is unattainable, our goal is excellence through constant improvement.

  We hope that you enjoy your new doors, and if you ever have any concerns please call me directly any time.  I can be reached through the Anchor Door office, or on my personal cellular, which you now have.

  Sincerely, Don M******** - GM

   

  Customer response

  23/02/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** ******

*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. ↩