*updated below* I have been so frustrated working with Premier windows and doors. Initially the salesman was pleasant, but 9 months after paying our deposit, the job is still not finished to our satisfaction. After waiting months to get the door in from the manufacturer, Gentek, it did not fit correctly. It was installed as best they could- basically jammed in and scratched up in the process. After sending Gentek reps to our house they have ordered a new frame and door because the initial ones were faulty, however that was several months ago. Now I have a door that doesn't open and close properly and is damaged, but still no date to install the new one. We have followed up regularly and every time it was " still waiting on the door from the manufacturer". STILL NO DOOR and a LOT of aggravation! *Update: I have a new door now and it looks great. The supplier replaced the new door and door frame and the owners of Premier Windows and Doors, Leo and Helmut, were hands on in ensuring that the second install went smoothly. The Gentek product was still challenging for the installers and was not closing properly. The installers took their time and did not leave until they had everything fitting well and the door opening and closing properly. All in all, this process took a long time and communication wasn't always great early on as we waited and waited for the door to come in. Once we had a chance to discuss our concerns with Helmut and Leo they made sure to resolve our issues professionally and promptly. They went out of their way to make things right, which we really appreciated.
- Approximate cost of services:
- $3,700.00
- Company Response
Dear LS,
Thank you for your review.
We want to set the record straight.
1.)
Your entrance door was defective and as soon as we found out, we contacted our supplier and they needed to assess the door first before deciding what to do.
The supplier ordered a new door frame and by the time the new door frame arrived, your original door slab ended up having "Rub" marks because of the old door frame being bowed.
As soon as we found out that your door slab had these "Rub" marks, we immediately contacted the supplier again to get you a new door slab as well.
As soon as we get your NEW door slab, we will contact you for an installation date.2.)
We are NOT in a legal battle about "Overcharging" our customers.Notes:
We are competitively priced and if our customers find that our price is too high, it is the customer's decision if he/she wants to purchase our products and services.
We do not force anyone to purchase from us.We did win the HomeStars Award twice in a row (2016 & 2017) for supplying great products, excellent installations and after sales service.
PS:
We are still waiting to hear from our supplier (hopefully today) to find out about the arrival of your NEW door slab.We apologize for any inconvenience this has caused you and your family!
We are just as frustrated as you about what happened to you with your entrance door!
After we hear from our supplier about your door slab arrival, we WILL ask the supplier for a discount for you and whatever the discount we get, we WILL hand over the discount to you immediately.
Additional comments:
We are sorry, that it took so long to resolve the issues with your door!!The new replacement frame from our supplier still did NOT fit properly, but we were able to make the necessary adjustments to ensure a "Proper" fit and seal of the door slab.
Please do not hesitate to contact us, if you have any questions or concerns!
Thank you for your business and your patience with us!
Helmut & Leo