ComplaintsforMaster Seal, Inc.

• Initial Complaint

  05/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 10.18.2019, I purchased [2] Front Security Doors from ****** ****, which were installed on 1.7.2020. They are now rusting at the bottom seams and around the mail box. On 5.10.2023, this fact was reported to and observed by Marty. He took pictures of the doors and later Alicia called and said they could fix the rust with paint and replace the rusted screws. She indicated that she thinks that they no longer do business with the company that manufactured the doors. It alleges that the doors are of an inferior quality compared to others purchased and requested that they be replaced. Alicia alluded to a fact that the rusting could be the result of me not keeping the doors clean. These Doors are affixed to the main entry point of my home and are cleaned quite often. And moreover, the older model Security Storm Doors purchased from their company [****** ****] and installed in the back of my home, are not rusting. I contended that these security doors are less then 3-years-old and based upon the sales warranty information provided, [should not be rusting]. Therefore, I requested that both doors be replaced. On 5.11.2023, Alicia said the doors are only warranted against rust for “1 year”. And that she will schedule Marty to come out and sand out the rust and repaint the door and replaced the mail box screws. I told her I was not pleased with their decision. The warranty information provided when purchasing these doors on October 18, 2019, for $4040, was years against rusting, not [1-year]. Stephen and Pat, whom have been my ****** **** representatives for years, sold these door based upon their durability, quality, lasting beauty and warranties and even stated that insurance companies would pay the full value of these doors if the need arises. It is very disappointing to learn that a company that I have had a business relationship with for years, sold me an alleged inferior product. Thanks in advance for any assistance that you may provided.

  Business response

  06/08/2023

  Master Seal received a call from Ms. ******** ******* on May 2nd, 2023. She advised us that we needed to install a Wind chain on a basement door that we installed on 04/18/23. Secondly, she also asked if we could look at her basement door opening and give her a price to cladd this existing wood door frame in white aluminum to make it maintenance free. The third thing she asked was to look at her locks on a set of double front entry doors we sold her in June of 2014. The handles were coming loose of the door and falling off. 

        We scheduled an appointment for May 9th, 2023 for our technician to come out. He installed the wind chain on the basement door as per customer request. He looked at the wood door frame for pricing to Clad opening in maintenance free aluminum. The price would be $295. We looked at the front double entry door handles and determined that they work fine but needed new set screws to hold the handles on. These doors are 9 years old, and the set screws just wore out and got stripped. Our technician told her he would order the set screws and come back out to install them. This door was out of warranty, but we told her we would do this at no charge. We appreciate the business Mrs. ******* has given our company over the years and we happy to work with our long-term customers. As our technician was leaving, she asked for him to look at one rust spot on the bottom right-hand corner of the Front Double security storms and at check the screws at the mail slot area. We had sold her these Double Security storm doors on October 18th,2019. He observed the rust and told her he would come back out with a Metal treatment Rust solution inhibitor and Black touch up paint to fix this 1 area. Master Seal has always had all our Security storms made the same, with Zinc coating and Powder coat paint finishes. Secuity storms are a iron door that is welded together for strength. With Welded products, there is no guarantee on rust. Where welds are on the door the carbon makeup and imperfections at weld points can sometimes break down and if not touched up with the black touch up paint that we give our customers, rust can form if metal is showing. We are happy to come out and do service for no charge. Let us know what Ms. ******** ******* would like us to do. John ******

   

  Customer response

  06/15/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  Good Morning
  
  Yes, I do need them to come back out to resolve the issues with the doors.
  
  However, I reviewed their response alleging that  [rust]  is not a warranty issue. And as such , it is still my contention that the written and verbal warranties received when these doors were purchased stated that they were protected against corrosion.  Moreover, I have other security doors purchased from Master Seal well over 14-years-old and they have not rusted.  When I spoke to Alicia, the office manager about the problem, she stated that they no longer do business with the company that manufactured my doors that are corroded.
  
  Waiting to hear when they will be coming out to fix the issues with the doors.
  
  Sincerely,
  
  ******** *******

  Business response

  06/15/2023

  ******** ******* called our office today and agreed to schedule the svc work we suggested. We're waiting on one more part to come in and will schedule the service.

  Customer response

  06/15/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that the resolution offer are satisfactory to me, as of this writing. 
  

  
  Thanks for your assistance!
  ******** *******

• Initial Complaint

  12/21/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On May 16th, 2022. We ordered 2 patio sliding glass doors; for both our kitchen patio door and our basement patio door. I paid a deposit of $3,500 on this date. We were told that it would take **** business weeks *** to receive our doors. We have received no updated phone calls on the status of our doors to date. We have called multiple times and are always given a date it "should' arrive, but it never does, with no follow up. I spoke with the company on August 10th and November28th and we most recently were told our doors should arrive December 5th and they did not.This has caused a major inconvenience for us, as we were not able to safely use our doors to go in and out of our home through the deck door and our basement door. We need a solid update from this company via phone call and for the delivery of our doors to be expedited or we will have to take legal action to receive a full refund. Pretty soon the inclement weather will prevent proper installation, so we need to hear from Master Seal immediately.******************************** is the manager we communicated with, along with the ********* office in attempt to get updates to no avail. Phone number ************

  Business response

  02/14/2023

  WE DID NOT SEE THIS ORIGINAL COMPLAINT. NOT SURE WHY. ANY WAY WE INSTALLED THESE 2 SLIDING GLASS DOORS ON 03/12/2022. THE CUSTOMER TOOK DELIVERY AND SIGNED A COMPLETION CERTIFICATE THAT THEY ACCEPTED THE SLIDING DOORS. 

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