ComplaintsforSliding Door & Window Repair Service, Inc.

• Initial Complaint

  05/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On September 24, 2021, two technicians from the business came to evaluate our homes sliding door and screen door repair. I paid a 50% deposit of $337.50 to have a new sliding door handle and a new sliding door screen installed. It was agreed that the installation would be scheduled when the parts were ordered and available.I called the office in early December and was informed that the sliding door handle came in but not the screen door. I called again in Mid-March, April 4 and April 5 of 2022. No one in the office answered my calls and I left multiple messages.I emailed the office on May 17, 2022 asking for a response as to when the repair will be scheduled. Again no one wrote or call back.

  

  Business response

  08/15/2022

  In regards to the complaint that was filed by *******************. 

  When we originally went to the appointment with ******** back in September of 2021 we had communicated to her that parts were taking longer than expected to arrive from suppliers post Covid as to set expectations. Per our system notes when we spoke with her in December, we had let her know that the sliding door handle had arrived but the screen door kits were still on backorder. We further explained that due to a national extruded aluminum shortage our supplier was not able to give us an ETA on when the kits would be shipped out, but that we were actively looking for other suppliers that *** have the kit in the appropriate size in stock. We offered her to split the job and come to install the handle and do the work on the door then return when the screen was in and built to complete that portion of the job, She didn't wish to proceed during the winter and wanted to wait for the screen. We did continue to actively look for screen suppliers for the extruded aluminum frames, we were waitlisted with multiple new suppliers as the kits were taking longer to come in and there were large orders placed by multiple companies ahead of us on the lists. Just this week a few kits arrived to us from one of the newer suppliers we had located and been wait listed with. After checking in the kits and logging them for size and color we immediately reached out to the customers who had been waiting the longest to let them know the kits were in. We left a message with ******** yesterday 8/10/22 and booked with her for 8/23/22 to complete the job. 
  
  We hope that this explains the situation at hand, As stated we do have an appointment with ******** booked for 8/23/22 at 9am to complete service.
  
  Please let me know if there is any additional information you *** need from us throughout this process. 
  
  
  Best Regards,
  
  ***********************
  Office Manager
  Sliding Door & Window Repair Service
  247 *************. ************ 60067
  Hours: Mon-Fri: 9AM-4PM
  Phone: **************

  Customer response

  08/15/2022

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

  First, no one explained to me in details the shortage of aluminum, no one described to me the process of securing and waiting for supplies as outlined in the business's response to BBB. I understood the general waiting time for supplies are longer, but the business did not update me on the estimated time of service and never responded to repeated attempts to contact them. They took two and a half months to respond to BBB. I had not heard from the business for eight months. How was I, the customer, able to tell whether the business will eventually contact me to complete the service or have taken my deposit without any intention to finish the job?

  Having made my points, I am interested in resolving this and have agreed to schedule the service for August 23, 2022. I reserve my rights to evaluate the service and if it is completed as agreed.

   

  
  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. ↩