The company installed a glass barn door which has a big design defect. The company knows how to fix it, but refuses to do it unless I pay the cost. I complained to BBB. The company has refused to respond to BBB's query.
The company installed a glass barn door for my house. Upon the completion of the door installation, we noticed that its design has a serious defect: the two sliding doors of the barn door use sliding tracks of each other as bumpers to stop the sliding doors, which can cause the tracks being damaged easily because the doors are very heavy. We complained to the company about this issue immediately. They later installed an extra bumper and promised us it would work. However it turned out the bumper was damaged soon. When I visited their office about the issue last month, the guy who installed the bumper said he knew the bumper does not work, they should install a soft-close mechanism instead. A few days later, the agent who handled my complain, informed me that they would get it done. However they installed a similar bumper as the last one instead of the soft-close mechanism. To make it worse, the new bumper does not exactly match the last one, so they had to drill new holes right beside the original holes, making the new bumper more vulnerable to be broken. When I asked the agent to install the soft-close mechanisms, he asked me to pay for the soft-close mechanism claiming the design defect is from their vendor. They refused to tell me who the vendor is. Given that it is this company's decision to order this product from their vendor, they should be held responsible for the services they provided. I don't understand why I should pay for their poor judgement.