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Complaint Details
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Initial Complaint
06/29/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
We paid Precision Door in two payments for a new garage door. Payment #1 was $4,070.96 on May 28th, 2021. Payment #2 was $4,104.56 on October 20th, 2021, which was paid to Precision after our new garage door was installed. In January of 2022, less than 6 months after the garage door was installed, one of the panes of glass shattered. We contacted Precision, who replaced the glass pane free of charge. In June of 2022, another pane of glass shattered, at which time we requested either a full refund for the door, which is obviously defective, or for Precision to replace the top panel of the garage door with a different type of glass, at no cost to us. Precision is ignoring us currently. I am attaching a picture of the second shattered window pane, along with the final invoice from Precision. Thank you.
Business response
06/30/2022
Hello,
We are aware of the problem and currently have the replacement section on order with the manufacturer. The manufacturere, NW Door and their **** ************************** met with the customers and our representive, ***********************, last eek. The manufacturer's rep said that we was going to review the issue with his glass manuf and woudl get back to us with the findings. We have not heard back yet, but are actively working on this issue. The replacement section is currenly in production. I believe that the manufacturer has some concerns about how the glass was shattered, but in an effort to resolve and take care of this customer, we are moving ahead with repalcing the section at no cost to the customer.
Our Door manager will reach out to NWD today and follow up with *******/*********.
Sincerely,
*********************
Customer response
06/30/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and what the business is recommending would be a satisfactory resolution to the problem. However, I am NOT going to consider this complaint resolved until the section is replaced with new glass, at no cost to us, or our entire payment is refunded in full. This complaint should remain open and active until either of those options are exercised.
Sincerely,
*************************
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Get a QuoteCustomer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.