Front Door and Extra Indoor Locks
Service was done on July 2013. Door looks nice and I've not noticed any issues with it yet, except that:
Lots of stressful moments during installation. After the installation was completed the installer said my lock wasn't standard size and he could not install it because the hole was too small for it. Well, myself and my wife were very clear to Jeff, the day he attended our house to sign the contract, that we would be keeping our 3 months old, $250.00, Schlage Electronic lock. It is actually written on the contract. The installer came a few days later to double check the door size and I also advised him that we would be keeping the new lock.
Fast forward to the installation day: After the door was replaced the installer says: "I cannot install this lock because it is too big for the hole in the door". After a few phone calls Jeff came over and partially agreed with the installer that the lock wasn't standard and it would be much easier if it had been fitted at the factory. Oh well, I'm not a door installer, so I don't think it was my job to tell them they were supposed to confirm the size of the lock. But, wow...apparently it was my fault!!!
To add insult to injury they didn't have the tools to change the size of the hole. Luckily I had the exactly "non standard" size saw, which they borrowed to complete the job. My lock was damaged during the installation - the handle bolt was bent and kept getting stuck. It got stuck so badly on the day after the installation that we were almost locked outside our home, if wasn't for my mother in law who stayed behind and opened the patio door from inside to allow us in, since the front door would not open. I then removed the handle and got it replaced by Home Depot. Yep, this "non standard electronic lock" was purchased at the Home Depot! A few months later I'm still trying to understand how the bolt got so badly bent since no force was necessary to insert it in place.
We had no issues with the extra locks we've purchased from them. However the problem with the "non standard" lock was enough for us to look elsewhere when time comes to replace our windows and patio door.
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Response to Pioneer
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After paying top dollar for this door I expected nothing more than to have it installed properly and on the same day. If the hole was not standard, as claimed, we should have been advised right away. In the worst case scenario I expected the installer would have told me that was case when he removed my new lock from my old door and before starting the replacement process. NOT after the new door was in place without a lock. I also feel that the installation was completed on the same day after the installer borrowed my tools to complete the job.
As for the the lock delivery it begs for further explanation: We purchased ten extra locks from Pionner, which were supposed to be delivered on the same day as the door installation. However on the installation day two locks were missing and one was the wrong type, thus the reason Jeff delivered them to us a few days later.
- Approximate cost of services:
- $3,600.00
- Company Response
Dear Mr. Ferreira. Pioneer Windows and Doors takes pride in its work and service. i thank you for taking your time in writing this review. You are correct we were using a lock that was purchased and used by you with your old door prior to us installing the new door, therefore we cannot warranty a lock that was purchased elsewhere. The lock was NOT a standard deadbolt and if you check with home depot you will see that 90% of lock sets have a smaller hole on top for the deadbolt, 1 3/4" diameter to be exact. Your Lock was previously installed by a locksmith and we had no control of its state once removing it. We feel that our crew and Jeff didn't turn their head away from the problem but actually resolved it in no time and job was completed that day. Also Your wife called and requested that she would require an extra handle for the interior doors and Jeff personally delivered it to your place, out of good gesture. Too bad you feel that you no longer require our services in the future. Feel free to contact Jeff if you require any further assistance. Thank you.