The manufacturer that Fortress uses does not do quality control before sending the items out. On the day of installation for my storm door and window I was informed that when the Fortress installers went to pick the two items up they discovered that the window frame was scratched. It would be repainted and be ready the next week. As the door installation progressed they discovered that they did not have all the hardware needed. They went to get it and returned that day to complete that part of the work. I noticed after they had left that the handle was scratched. I notified Fortress and when they came to install the window they put in a new handle. I paid them and later discovered that I could not open the storm door window. The owner of the company came the same day that I called and tried to fix it but it still was very difficult to open. He said that they would have to get a technician to look at it from the manufacturer. A week later I had not heard from anyone. I contacted the person who had come to check the problem who now told me that someone else was in charge of contacting the manufacturer. I waited two more days and contacted Fortress again. As soon as he heard my name he hung up. I left a message and have not heard back. The door and window look good they fixed my original problem and left me with another since they appear to have no intention of fixing it.
- Approximate cost of services:
- $3,000.00
- Company Response
Hi France,
thank you for expressing your frustration, this helps us to fill in any gaps that may be in the "chain of command". if someone hung up on you, I do apologize and can say that this was purely accidental.
We have reached out to the storm door manufacturer after I came by and found that the sliding glass panel in your storm door was too difficult when trying to slide it up and down. This will get remedied I assure you! our client satisfaction is paramount to us and again, I apologize for any inconvenience this has caused you.
It has come to my attention that the phone at the home of this client has not been working well at all. Our service department has called numerous times and the phone is not picked up. The service department from the storm door manufacturer has also called numerous times and the phone wasn't pick up. We've instructed the manufacturer to simply go and repair the door (apparently a simple fix) as the door itself is at the back of a carport and easily available at any time. We really have tried to communicate with France but have been unable to reach her. Steve and the Fortress Team