We were looking to install a glass patio enclosure with a glass roll up door and Door Pros was…read morerecommended to us. We made our first contact in mid February, and they immediately came out to see the project and take measurements. A proposal was finalized (with the correct measurements) in a week and we put down the deposit, with the balance due upon delivery. We were told it would take approximately 7 weeks, and were expecting delivery in mid April.
We followed up mid April to confirm delivery, and that is when things went completely sour. The Project Manager, Karen, finally returned the call around 4/29, indicating 7 weeks was not a reasonable timeline to be quoted, and it would be another 6-7 weeks. The first week of May, we received a communication that the manufactuer told her to follow up in a few weeks as the plant was behind in production.
Around mid May, I was told the order was in transit and would arrive in Sacramento for delivery approximately 6/5 with the balance due upon delivery. We were doing the install ourselves. When the delivery driver arrived, we were having some discussion about the delay in delivery, and he told us this was timely, as another customer has been waiting 11 months for their order.
The panels arrived wrapped from the manufactuer, and we were doing the install ourselves. Mid June, I notified Karen that the panels were a half inch too big. The calculations / proposal was correct, but the product received was not. We provided photos that Door Pros sent to the manufactuer.
Around 6/19 we were told manufacturing received the photos and was trying to determine the best solution. On 6/23 I was told it would be an additional 6-7 weeks for replacement of a section of the panels. This was not an option because it would visually change a uniform look and we were concerned because initial delivery was already several weeks late. We proposed to keep the panels as is, and reframe, with reimbursement of costs. On 6/23 we communicated a cost, and began to reframe.
Late June, Door Pros responded that they felt this was the fault of the manufacturer, and were looking to them to reimburse costs for reframing. We expressed to them that we made the purchase through Door Pros, and we should not have to wait for their subcontractor to decide if and when they would reimburse . On 6/27 we were told the manufactuer woulc reimburse 50% of my costs, and we looked to Door Pros to reimburse the remaining. They would not. They continued to state it was not their error and they were not responsible for THEIR sub. From 6/18 to 7/19, we made 8 phone calls, 6 emails, and two texts to follow up. Karen said time after time she is waiting for a response from her manager Laura on the remaining 50% reimbursement. Finally on 7/31 we were told we would receive 100% from their manufacturer, and they were working on when we would receive a check.
On 8/18, I followed up again on the reimbursement check, and heard nothing until 8/31 indicating there was still no update. Through the first half of September, we continued to call, day after day, leaving message after message. We attempted to elevate the issue to their owners, but Door Pros will not give you any information on the name or contact information of their leadership team. We had to come to Yelp just to find out who owns this company. We left message after message for him, and never received a call back from anyone. At this point the Karen simply said she was not involved in any of these discussions on reimbursement.
The first week of September, we called day after day. We called again the morning of 9/21 and Laura was unavailable. Finally we said, what do we have to do to get a return phone call - post our experience on every social media outlet? We called back the afternoon of September 21, and our calls from two different phones went directly to voice mail during business hours. At this point we determined our phone numbers had been blocked from being answered, as we had called them time after time from those 2 numbers. Then within minutes, we receive a text stating that a check was sent out on 9/21. That was a lie, because the morning of 9/22 we received an email of a posted credit to the credit card used to make the purchase.
We spent 7 months dealing with these people, so proceed with caution if you use them. They're very fast to make the sale and will bait you with a shortened timeline, but you will be chasing them for months on delivery, or if there are issues.
