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Complaint Details
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Initial Complaint
07/02/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Cannot get anyone to respond to my door install situation!! Purchase transaction was done on 11/24/2023 and door was installed in mid-January 2024. Door and hardware were installed by subpar installer, door has gaps and in recent storm in Dallas door had whistling sound and made howling sound as the wind picked up speed. No response from Dallas manager *************************, came to find out person is no longer w/ organization. Was referred to regional manager ********************* and to this day no response from him either. This door supposed to have lifetime warranty but cannot get in contact w/ anyone!! At first, we were happy w/ the process of getting started and to know salesperson who also happened to be the local manager. The situation turned to "south" and became unpleasant experience on day of installation where (6) workers and (1) lead person in charge showed up to do install of just (1) entry door. The lead person spoke English, but he left after giving instructions in Spanish to the remaining (6) workers. Unsupervised they made a mockery of the situation, (2) workers started dismantling of existing entry door while the other (4) were cracking jokes and distracting the (2) workers. I became concerned w/ the mess and questioned the process, and they pulled "no habla ingles" and began laughing. The install process became a "circus", and they installed new door handle and lock w/ haste and left out hardware items that should have been part of the install process. Came to find out all the workers do speak English, they thought of having some fun at my expense...very unprofessional and disappointing experience w/ New South Window in Dallas. I need something done to rectify situation...it is supposed to be a lifetime warranty situation and it is only a few months since the install!!
Business response
07/03/2024
Tell us why here..Thank you for bringing this matter to our attention. We sincerely apologize for the inconvenience and frustration you have experienced with your door installation.
Please be assured that we will absolutely come and service the door to resolve all the issues you've encountered. We understand the importance of a properly installed and functioning door, and we are committed to rectifying the situation promptly.
We have noted that your purchase transaction was completed on November 24, 2023, and the door was installed in mid-January 2024. The issues you described, including gaps in the door and the howling sound during the recent storm in Dallas, are unacceptable and do not meet our standards of quality and service..
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Get a QuoteCustomer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.