Columbus door company, homeowner can’t resolve dispute

Columbus door company, homeowner can’t resolve dispute

Member complaint

I hired The Glass Guru of Central Ohio in Columbus to install a custom doggie door and install a new patio door. The company charged me $125 for a builder’s permit, but never provided me a copy of the permit.

The door will never work. The panel with the doggie door is not usable. My dogs are at risk of harming themselves if they have to jump a foot to get in the house. The only fair thing to do is replace the side that has the doggie door as it’s not usable. I want a $960 refund and the door replaced.

Janet Fannin, Galloway, Ohio

Provider Response

The member purchased a custom pet door for their patio door and for us to install a new patio door, as their current one had seal failures and the rollers were worn out and didn’t slide well. They were aware that this was a custom door and we brought a sample to their home, which they decided to purchase.

As to the pet door, I suggested they have a dog trainer come, as a few other customers let me know they had to do the same thing. They claim their dogs can’t use the door because the dropoff is to big. Their deck was built a few inches below the level of the house. This is not something we did; it was pre-existing. I mentioned that we could build a ramp for the dogs, but they wouldn’t consider it.

I offered to replace the pet door pane with the original glass, but won’t give a refund, as this is a custom product that is not usable elsewhere. I’ve mailed a copy of the permit. I’m willing to put the original glass back in, but will not offer a refund on the custom-made product.

David Garrison, business manager

Status

Stalemate

Have a complaint?

Our Angie’s List complaint resolution team attempts to mediate disputes between members and service providers. During this process, three outcomes can happen: Penalty Box, Resolved or Stalemate. Companies that don’t respond to a member’s complaint will be placed in the Penalty Box until they respond. A case becomes Resolved if a company addresses the complaint to the member’s satisfaction, or it becomes a Stalemate if the provider responds, but the company and the member can’t reach an agreement. Find out more about the Complaint Resolution Process.


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