Consumer accepts refund in refinished door dispute

Consumer accepts refund in refinished door dispute

Member complaint

I hired Rick’s Front Door Refinishing of Houston to refinish my front door and put weatherstripping on the bottom of the front and rear door. I chose one of the colors offered by the refinisher. I told him I wanted both sides to match, and it didn’t after he was done. He told me to wait a week for the color to settle, and it would match.

A supervisor came to look at the finish and agreed it didn’t match. She said they would send a different person to redo the work. They called two more times to reschedule because the refinisher was running late. The supervisor called again to reschedule the appointment.

They kept giving excuses about why they couldn’t come, and I replied, “What’s that got to do with me?” Then the owner screamed at me over the phone and told me he didn’t appreciate my attitude.

I want a $140 refund.

Zain Baquer, Humble, Texas

Provider response

I was thoroughly shocked and disappointed at the manner at which the member talked to my scheduler (while on speaker phone), who was trying to get the member’s permission to move your appointment two hours later because of a glitch the craftsman encountered at his first appointment.

The member seemed to love the color he picked, because he signed off on it on the receipt saying he was 100 percent satisfied. If he wanted the color to match the same as the inside of the door, he should have said as much. Instead, he opted to pick from the color sample board. I sent my field supervisor to the member’s house to find out what the problem was, and his wife stated she didn’t like the color he chose. We offered to completely strip your door at our cost to keep the peace. We weren’t trying to cancel the member’s appointment, only to move it back a few hours.

Jessica Davis, office manager

Status

Resolved

Have a complaint?

Our Angie’s List complaint resolution team attempts to resolve 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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