I am sharing my experience simply to inform customers so they can make an informed decision before using doorsoflosangeles.com.
The representative I initially worked with, KK, was extremely nice before and during much of the project. Unfortunately, everything changed once problems arose with the installation.
The installation team came out to measure my existing doors, took the measurements back, and had the doors made. However, the new doors ended up being larger than my original doors, which required the door opening to be widened in order for the installation to work.
I also paid extra for hidden hinges, but after installation we discovered that the hidden hinges were not compatible with my home because the doors needed to sit flush against the wall. As a result, I had to switch to regular hinges, which are less expensive than the hidden hinges I originally paid for.
The communication and customer service after the problems surfaced were extremely disappointing. An installation manager scheduled a follow-up appointment with me, and I rearranged my schedule and missed work for that appointment. He never showed up and never contacted me beforehand to let me know he would not be coming. I only found out later in the day after repeatedly reaching out myself.
When I spoke with management, the conversations became argumentative and dismissive instead of solution-oriented. We went back and forth several more times regarding what needed to be corrected. Eventually, there was a clear agreement about what the installation team would do when they returned -- specifically, moving the door over to properly address the issue. However, when the team came back out, they did not follow the agreed plan. Instead, they simply swapped out the hinges and asked if everything was okay.
At that point, I realized I was not going to get anywhere with the company. I no longer felt comfortable allowing them to continue opening walls, removing doors, or attempting additional major modifications because I did not want to risk creating even bigger problems.
I also reached out to KK requesting reimbursement for the difference in cost between the hidden hinges I paid for and the regular hinges that were ultimately used. In addition, because I had been told the door frame would need to be made smaller, I purchased additional molding ahead of time at a cost of $18.74. I sent the receipt and explanation by email and received no response. After several more days passed, I called KK directly, and her attitude had completely changed. Instead of addressing the issue professionally, she asked me, "What is it that you want?"
At this point, the company has refused to reimburse me for: * The price difference between the hidden hinges and regular hinges * The $18.74 I spent on molding that I only purchased because of the plan they communicated to me
The amount itself is not even the main issue. The issue is the lack of accountability, poor communication, failure to follow through on agreed repairs, and the drastic change in professionalism once problems arose -- even when those problems resulted from their own measurements and installation process.
Based on my experience, I would strongly encourage future customers to be very cautious when dealing with this company. In my experience, everything was pleasant until there was a problem. Once issues came up, getting fair treatment, communication, and accountability became extremely difficult. Unfortunately, I would not recommend them. read more
