Custom Exterior Doors, Custom Folding Doors, Custom Interior Doors, Door Sales, Custom Doors
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Doors are DP-50 rated.
The short answer we did sell Mr. and Mrs. Vincent Ponsoda a door and they did have a panel that separated slightly. We did build a new panel for them immediately upon finding the failure instead of suggesting they do a small fill. We did forget to send the panel to them for many months, almost a year. We wanted to not just send a panel but have one of our techs install the panel.
When the replacement panel was installed, it was clear the door unit, which was now two years old, one year old at the time the panel failed, was not getting maintenance despite sun exposure and that the door was located one block off the Atlantic Ocean. The door needed a maintenance coat of polyurethane. We do emphasize to our clients that in the first 12 to 18 months, you should expect to do a maintenance top coat on your doors exterior and then, on an as needed basis over the life of the door. Secondly, the house remained under construction for nearly the doors entire first year meaning the door may not have full climate control for much of its first year.
Still, our panel in the door should not fail and, we certainly stood behind it. But the door needed a refresh on the exterior. The stress arose from our client not asking but demanding that we refinish their door onsite. Our position was the door needed maintenance which we do not provide. We did immediately offer to provide the client with the correct finish product at our expense. We were told in a demeaning tone that “this client” does not do maintenance and they had no one to do the work. This same client had visited us a year prior to negotiate their door price because they claimed to be an accomplished builder and that in turn for a favorable discount, they would be providing us with considerable business. We have since realized that the client was telling us untruths and we felt quite betrayed. After this entire debacle, we became aware the client was not only unusually demeaning to our associates and demanding to us, they were also people that brandish non-truths as a means of forceful persuasion. As a business owner, I felt I had to draw a hard line and terminate anymore service to this client while still extending an offer of no charge product to maintain their door.
The client pursued me personally by having a demeaning child of theirs call on their behalf with a bullying, lecturing diatribe. I chose as the owner of our company to not tolerate any further dialogue because our conversations had become circular. When told I was not to talk but to listen, I did in fact abruptly end our conversation.
We feel badly whenever we might let a client down. But, we must not only respect our clients but ourselves. We manufacture wonderful doors and, we do stand behind them, but sometimes we must say no and for that, I hope a reader might respect our position. This client too has some truly sad things posted about them online found in news journal criminal reports, but they are entitled to their privacy. We regret this issue could not have met a cooperative solution, but all or nothings are not good alternatives for any party.