Durabuilt Windows & Doors

Here is a small story about Durabuilt.

We bought our home almost a year ago today. As of the first install of a sliding patio door, the sash, was cracked in the lower corner which slides to meet the house . Durabuilt sent a tech as part of our 1 year walkthrough who attempted to glue the the casing back together... wait, didn't I pay for a NEW home with NEW materials?

when the glue cracked again no less than 48 hours later, I called durabuilt back to have the door replaced - they agreed to a morning appointment a few weeks later. I was given 10am as a reference. When the tech didnt show at 10am, I waited and called at them at 11. I was told that I wasn't actually slotted in until the afternoon, which is funny, because moments after hanging up with their warehouse, the tech called and said he would be there in 30minutes (making it roughly 11:30am). I then said a 3pm appointment would work as my wife would be home by then. she arrived before 3, and waited until 4:30 to hear from the tech, who was late due to traffic. He didnt show up until sometime between 5:30 and 5:45. when he did arrive, he brought a door that was supposed to fit, but didnt, and got back in his vehicle and left with no explanation.
WE, not them, then had to call them to reschedule, at which point i was blatantly mislead, that our door needed to be special ordered because it was a "custom size." Are you kidding me? the patio door installed in a spec home in which thousands were built last year is a "special size." That is truely laughable. nice work durabuilt.

I was given tomorrow morning (verbally promised the first slot of the day by Gurpreet who was managing the department, and the same guy who said our door is "custom") to which I received a call today saying we were double booked and now needed to be bumped to yet another slot. It has been close to 6 weeks to get a pre-made sliding patio door installed. We dealt with Nicole who must be working alongside or replace Gurpreet. We explained what has happened and questioned why we, not the other customer were being bumped based on this drawn our process. She said "they were booked first." Sorry, weren't we booked first over a month ago?

Is this how you conduct your business? Im sure your partners and future clients will be interested to know just how well you manage your customers relations and the lengths you will go to correct the issues that you have created.

I look forward to how you plan on fixing this. As it stands now, us, our friends, family, and everyone I can talk sense into will stay as far as possible from a company who cannot commit to, and follow through on, promises to fix work that was done improperly the first time. I hope in the future, people who walk through you doors will have the full picture in mind and be prepared to be mislead and treated as though they are second priority.

quick update: we spoke with JD who is Nicole's manager. They agreed that we would now take priority and would be placed first on tomorrow's install schedule. Oh wait, just kidding, the sash for our door is now delayed until june 9th as it is outsourced and delivery is delayed. of course it is, durabuilt, I expect nothing less by now.

great business!