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Complaint Details
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Initial Complaint
10/07/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
APCO installed my entry door on September 24, 2024. I complained about problems with the door installation on September 25. It is now October 7 and I am still waiting for APCO to contact me regarding the problems.The problems are:1) The keypad only unlocks the latch but not the deadbolt. This is not the configuration I purchased. I need the keypad to unlock both the latch and the deadbolt.2) The latch set is obviously crooked.3) The deadbolt is misaligned and the door must be physically leaned on to get the deadbolt to lock.4) There is a loose board on the outside.5) The installer stated he didnt know how to set up the keypad and I should just read the instructions and set it up myself. When the installer left my home, I had no idea if the keypad would work.
Business response
10/22/2024
***** *., APCO's project manager, has contacted Ms. ******** and he is actively working on addressing her concerns. The lock she signed a contract for is not what she wanted, and our supplier, ******, does not offer the lock she would like. Therefore, we found a source for the lock she would like and will supply it at our cost. We greatly apologize for the delay in responding to this complaint. I did not receive a notification from the BBB. I will be working on this tomorrow to see where the breakdown in communication occurred.Customer response
11/03/2024
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]
Complaint: 22389097
I am rejecting this response because:The situation has not been resolved. APCO indicates there is a 6 to 8 week delay in receiving the new lock set. I would prefer this complaint be left open until the situation has been resolved. I need to have the lock set installed and the errors with the previous lock set installation corrected. It's not just the new lock set. The current lock set is crooked and misaligned. I have to shove the door to get the deadbolt to move. It should be aligned correctly.
Regards,
******* *******Business response
11/05/2024
We contacted the vendor of the lock set today just to make sure their lead-time has not changed. They confirmed that we are still on track for a delivery in late December which is roughly 8 weeks from when made the commitment to the homeowner.
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Customer Complaints Summary
2 total complaints in the last 3 years.
1 complaints closed in the last 12 months.