Scardino Doors Llc

We truly regret any frustration on the part of this customer. We realize that handling a major home remodel project like hers is very stressful, especially when it is managed totally by the home owner/customer without the help of an architect or general contractor. Getting to the truth and the detailed facts in the sequence of events of this order will help everyone. Professionalism on both sides is needed.

1. Our company works in large commercial construction projects as well as smaller residential projects, such as the customer's house.

2. As such, we have a proven, 12-year written business process we follow to ensure all our customers, large and small, receive the correct doors and windows which they have ordered. The heart of the process is a CAD drawing (pdf) that shows exactly what we plan to produce, and we MUST have the customer's written approval of that specific drawing before we proceed to production. In this case, we manufactured the exact custom designed door which the customer approved in writing - the appropriate forms and emails will be presented to prove this.

3. What the customer is not including in her comments is that she authorized design changes to her original door drawing. We presented her with new CAD drawings to verify her changes, she confirmed that the new CADs were correct, and we proceeded to make that specific door.
With those changes, the new door did not fit into her doorway opening as she wanted, at the end of all the remodeling construction that was being performed by others at her house. It is not the responsibility of our company to know what changes the customer is or is not making to their home that would render a door, which they had already approved and is in production, unsuitable to them several months later, on the day of installation.
As stated earlier, had an architect or general contractor been involved in the project, it is our professional opinion that he or she would have realized that the CAD changes that customer requested and approved on Oct. 31, 2017, would not have been suitable for the customer's home after remodeling.

4. Further, customer states that the door arrived late and was installed late. This is not true. The written promise and commitment we make to all customers, is that their custom door will be ready to install in 10-14 weeks from the date of their final CAD approval, not the date of their 50% deposit. This is simply because we do not know what to make UNTIL we receive their final drawing approval. Her door was installed on Jan 16, exactly 11 weeks from her final CAD approval date, and ahead of our promise date to install within 12-14 weeks. Respectfully, it's a wonder our crew was able to complete this installation in 9 degree weather during a 12 hour day.

Once again, we truly regret any frustration the customer experienced as a result of this order. However, we strongly believe the record clearly shows we did everything as we promised, and were fair, transparent and professional during the entire process. Naturally, we do sometimes make mistakes, but not what this customer has
claimed in their complaint.

Thank you,
Tom Scardino

PS - The customer was offered the chance to mediate this dispute with the American Arbitration Association, as provided in our company policies. We paid $250 to begin the process. Interestingly, they refused to participate. See email attached.