We were told 6 to 8 weeks to get new doors installed that took 13 or 14 weeks and still are not installed properly. We had to contact Victor (owner) for everything as he did not contact us to say was going to be late. We ordered 3 doors from this company and there were defects in all three doors to start with. 2 Dorplex Doors and 1 Vinylbuilt door. No drop cloths used and cleanup was very poor. While the one and only installer was removing trim from Patio door it came crashing into living room. Caulking job on that door was not very good as he still has to come back and fix. Our side door came and window was installed crooked in it so have to wait over a month for a technician to come from manufacturer. It does not close properly so they need to come and remount door apparently. We also told them to install so if we wanted a screen door later. This was finally done second time around. When side door was installed first time a sharp piece of metal was left sticking straight out right beside a doorbell. It was eventually fixed. Now the front door has which looks like part of the seal from glass hanging from trim
- Approximate cost of services:
- $4,000.00
- Company Response
I understand the frustration that has occurred however some clarification is necessary. Customer was first visited at home for a quote weekend of Jan 9th and subsequently a contract was written on Jan 20th. Doors were ordered after contract was signed and doors were installed starting April 3rd. This is a time frame of approx. 10 weeks, not 13 to 14 weeks as claimed. Yes we have come back to fix some issues but initial delivery/install time was approx.10 weeks. With regards to certain door quality issues these are due to the manufacturer and not the fault of our installer/company. The entry door manufacturer (Dorplex) was contacted the same day that the 'crooked' screen glass frame (approx. 3/16" difference from left to right) was pointed out by customer and Dorplex arranged to have a factory service technician visit the customer in May to resolve issue. I understand customer expects warranty service to be done quicker but we cannot control or schedule Dorplex warranty service. The patio door came from the factory with the secondary security lock misaligned. The installer fixed the problem during initial install. The front door was missing the brickmold from the factory to accommodate a screen door in the future and was shipped with a 6 inch sill plate when an 8 inch sill plate was ordered. The installer attached brickmold to the front door frame a little over a week later at the same time when the 8" sill plate extension was installed the day after we received the sill extension from Dorplex. Our installer knew he would need to uninstall the door to replace the sill extension with a new 8" plate, so he did not finish the exterior/interior trim when the door was originally installed. The customer was unhappy about the look of the unfinished door trimming but it was explained to the customer that it did not make sense to finish trimming and rip it off a week later to fix the sill. In addition the front door glass frame has some gasket seal/trim showing along the edge (again a manufacture issue) and when advised by customer about a week later I contacted Dorplex immediately to add that corrective issue to their scheduled visit with the customer in May. Yes there were some valid remarks regarding using a drop cloth and pieces of trim fell during the removal of the patio door (which can happen during an installation). The customer was also given a $300.00 discount from their invoice after asking for a discount for their troubles.