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Complaint Details
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Initial Complaint
02/29/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Purchased a door package from cdf they sent it with the wrong hinges on door System so when these double doors closed there is a 1" gap between these doors I have been going back and forth with them for the last few weeks on getting some new door rail sent but no one can give me a definite answer they keep say that they will be shipping out so and so date but when I call to check status no one has an answer or updates to the problem but they keep saying the same thing nothing getting resolved and keep in mind I purchased these doors in beginning of December 2023 and here we are the last day of February 2024
Business response
06/24/2024
This issue has been resolved directly with the consumer.Initial Complaint
07/19/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
On May the 4th I ordered a commercial fire rated exterior door package from CDF distributors. The door package upon installation had the wrong size header and would not allow for proper installation. The header once installed would not allow for the 2 doors they sent to be installed. I requested through repeated emails and phone calls to get them to send me the right doors but to date they have not sent me the correct doors to fit the header and jamb they sent in the package. Please help. Just want the doors to fit the jamb they sent. Door cost $2200 and the customer that is having me install the doors is threatening lawsuit because I had to use old doors in my new frame to secure the building.Business response
07/28/2022
Business Response /* (1000, 5, 2022/07/22) */ Contact Name and Title: **** ******* CS Manager Contact Phone: XXXXXXXXXX Contact Email: ************@cdfdoors.com We have contacted Mr. ****** and hopefully worked through his issues by sending another door. The door is being shipped today, 7/22/22 and should arrive at his destination on Monday the 25th. After reviewing Mr ******' pictures and listening to his complaint, we determined this would be the best avenue of resolution. CDF always goes Above and Beyond with our customer support and in this case will do the same. Mr. ****** expressed his thanks for resolving his issue and said he would give a positive review in this matter.Initial Complaint
04/12/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
Im been trying to return some doors since 2 months ago. they told me they will be sending the freight company, and did not happened yet. I got to the point, where the person who make the sale do not answer my calls, and send me to the voice mail, and is very hard to get some one else to answer the phone calls. I need to return this items and get the refund. ASAPBusiness response
04/25/2022
Business Response /* (1000, 5, 2022/04/19) */ We spoke with **** and determined he was reaching out to the trucking company and not CDF. Once we figured this out, we contacted **** and schedule a pickup of his order. Waiting on this to happen now. As soon as we take possession of the order and perform and inspection, we will close out he case.Initial Complaint
03/10/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
I need to talk with this company to facilitate a warranty replacement on panic hardware. The hardware manufacturer let me know there is a known manufacturing defect for our device and that they will gladly replace it. They said we need to contact the company we purchased from to facilitate the replacement. My colleague and I have called the CDF phone number six times and have been automatically routed to voicemail every time. We have left 2 voicemails and I have emailed them, all to no avail. It has been over a week since our first attempt at contact, and we have be unable to speak with anyone or receive any return communication from CDF. The irony is, their voicemail system praises their customer service repeatedly during the hold music.Business response
03/21/2022
Business Response /* (1000, 5, 2022/03/14) */ We spoke with ****** this morning a was able to resolve her warranty issue. It is our intention to provide great customer service and give our customer's the best customer experience possible. We appreciate your business and thank you for giving CDF honest feedback! Consumer Response /* (2000, 7, 2022/03/18) */ (The consumer indicated he/she ACCEPTED the response from the business.) The business owner contacted me first thing Monday morning after receiving this complaint. He promptly shipped out the replacement parts the same day. We have received and installed the parts. All parts are in good, working order. Thank you.Initial Complaint
01/26/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
On or about December 17th 2021 I ordered a door from CDF Distributors. QB-09099384 (See the attached quote) The door arrived undamaged on January 7th 2022. On January 10th I tried to install the door and discovered that it would not shut because it was "hinge bound" What this means is that the hinges are fully closed before the door is completely shut. Upon examination it was determined that the door was manufactured to swing from the other direction. I phoned and then emailed ***************@cdfdoors.com and explained the problem to her and sent pictures of the hinge area with the new door in place and a photo of the old door. She said that she would forward a notification to the claims department. On January 14th I sent ****** another email, the text of which follows: "Just an update to let you know I have not heard from you guys. Just to prove my point I installed the door upside down and it works perfectly. Unfortunately my customer is not happy and neither am I. I need for someone to contact me today so that we can resolve this issue. As it stands now my customer cannot lock up his building, and I have a $900 door that I have no use for." I also sent a picture of the door installed upside down and closed fully. (See attached photo) The reply from ****** was as follows: "I have forwarded this to our claims department and my manager. I am also going over there to tell them in person what is going on as well" On January 14th a disputed charge case was opened by me with my credit card company since I did not receive what I ordered. They gave me a case number and encouraged me to reach out to the merchant. On January 15th I sent ****** the following by email: "Would you please give me the contact info for the claims department so I can reach out to them myself." As of this morning, January 26 I have not received a reply nor have I been contacted by the claims department. I'm sure this could be solved with a five minute phone call.Business response
02/17/2022
Business Response /* (1000, 8, 2022/02/07) */ Contact Name and Title: ****** ******* Contact Phone: XXXXXXXXXX Contact Email: ****@cdfdistributors.com The replacement order has been shipped and is currently in transit to customer. The customer has been notified and updates with the tracking number from the LTL currier. I attempted a follow up call on 2/4/22 to make sure ***** received the replacement doors and that he is satisfied with the resolution. I am still waiting to hear back from *****. Consumer Response /* (3000, 10, 2022/02/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) As of right now, 02/07/22, I have yet to receive the replacement door. It is due to arrive on the 10th. I spoke with **** from CDF this morning and he apologized and offered to walk me through the installation if I have any trouble with the replacement door. I am hoping for the best and will return to this BBB case with what I hope is a positive outcome. Consumer Response /* (2000, 13, 2022/02/16) */ A replacement door arrived at my house on Feb. 11th. I installed it today and cut in the window kit from the previous door. Everything is now satisfactory thanks to the quick response to my BBB complaint. At this time I consider the matter closed.
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Get a QuoteCustomer Complaints Summary
8 total complaints in the last 3 years.
3 complaints closed in the last 12 months.