ComplaintsforHixon Home Improvements Co., Inc.

• Initial Complaint

  05/04/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  DATE : contract date: 06/28/22. Completion 08/23/22 Total paid$7070.73 7/5/22 $4300.90. 8/29 2022 $2769.83.My door frame is sagging, the security door and the entrance door is coming off the frame. Hixon representative what me to pay for the repair of the door. The frame is coming out of the wall. That is a installation problem and it should be covered in the contract. My second door is not set in the wall completely and the threshold is not covering the inside floor. I only want the work done properly. I should not have to repay for the same work ,adding another contract.

  

  Business response

  05/10/2023

  We are attempting to resolve the issue with ****************, but were unable to on 5/10/23 as she was not available for us to come out.  Would like to ask for an extension on the time needed for ** to address the issue at a time that is convenient for both parties.  

  

  Business response

  05/17/2023

  We are sorry the customer feels that there are issues regarding her new doors and have attempted to resolve to her satisfaction, we believe that the install was done properly and have offered additional repairs without resolve.

  We sent a ********* out on 4/19/23 to check the doors and make any adjustments that might be needed to address a possible air-gap.  ********* advised that the side door closer was bent, and that there was a gap in the flooring.  He made a couple of small adjustments to the new door just to ensure everything was nice and snug. It is our understanding that the customer feels that the security door itself should block out the wind. We have advised that storm or security doors are not designed to keep air out as they dont seal that tightly nor are they insulated.  There appeared to be no air gaps coming from the new exterior doors. 

  Another ********* was sent on 5/12/23 to inspect again.  The doors are installed properly and working well. On the inside of the door in the kitchen, the interior wall itself is thicker on one side of the door than the other, possibly a 2nd layer of drywall on the walls were not sure why that would be, but that makes the door casing not level all the way around which would give the illusion that the door is not properly set, but it is mounted properly and working fine. Our contract included replacing the doors, repairs of the wall and/or trim were not accounted for; the thicker wall was unknown until the old door came out and the floor trim piece has nothing to do with the door.   The contract did not include replacing the security door.  That door is sagging a little and appears to be worn out and has a bent closer.  As a courtesy, we offered to replace the storm door closer at no charge, but she didn't want it replaced.  Our ********* noted at the initial installation that the storm door was missing the upper pin hinge.  He fashioned a pin with a steel rod to help secure the door better but its not a perfect fit. We simply did this as a courtesy to help the door function better.  A new pin of the correct size put in the upper hinge might help draw the door up and possibly reduce or remove the gap she is referring to.  We have researched trying to find a new hinge pin for her door, but are not able to locate without the make and model of that door.  We are not able to determine due to the age of the door.   *************** installed flooring in that room, but did not properly trim it out at the threshold of the door.  This was pointed out at the estimate, but was not part of our contract. Hixons has suggested that she really needed a new storm door and we understand her frustration, but there isnt much else that can be done with that older door or a replacement part. 

  It is also worth noting that our contract included blowing in insulation in the walls of her home.  She said it felt cold in the winter.  We brought out our equipment and insulation, but were unable to blow it in because the walls were already insulated.  This portion of the work was credited to her account as it wasnt needed. 

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