Store's service disappoints couple

By NANCY PARADIS

© St. Petersburg Times, published July 3, 2000

On Dec. 15, we ordered six sliding doors from Stanek Windows in Clearwater. After three months the doors arrived and were installed on March 13. When two doors were installed, I noticed that the shipment and installation were wrong. The center door opened, and the two outer doors didn't. Stanek offered to order and install the old-style door, but we didn't want to wait three more months, so we went with the ones they had.

We also had ordered metal screens, but the ones that were installed were vinyl. The installers chipped the floor in five places with their tools. The grout was never replaced. There were other chips outside, and the frame was also chipped and broken. The installer came out to adjust the doors and screen. I can hardly close the doors now.

My wife and I are arthritic. She uses a three-wheeled walker. I am a combat vet on 100 percent disability, and I'm scheduled for major surgery in August. Before purchasing the doors, my wife and I had visited the showroom to see the display. The doors closed with one finger and they glided. This was what we wanted, and we signed the order.

The last time the installer was out was May 5. He said he would call the following Tuesday. I'm still waiting. I called and asked for the operations manager. He wasn't at his desk so I left two messages. He never called us back. If Stanek is not going to honor its warranty, it should let us know so we can decide what action to take. Harold Helfrich

Response: Ken Patrick, Tampa general manager for Stanek Vinyl Windows, said Stanek products are not stock items pulled from inventory. They must be custom made on an individual basis, and all of the products are tested and certified to meet structural wind load and water penetration standards.

Stanek's doors are different from aluminum replacement doors, he said. Unlike the door on display in the showroom, all of the panels do not slide or stack. Only the center panel is operable. He said metal screening mesh is no longer used because it is outdated and not as strong and durable as the screen mesh Stanek uses. Metal screening mesh will also rust and discolor and would therefore violate the lifetime warranty that comes with Stanek's products.

Patrick said that the pre-installation notes indicate the chips were already present when the sales order was signed prior to installation. Grouting is done as a courtesy if the customer has the matching grout color. He said arrangements have been made to regrout your floor in the door areas. The rollers on the door panel will be adjusted at the same time.

The service technician separated from Stanek for failure to communicate, he said, and the company is re-evaluating its service reporting and follow-up system as well as retraining its service personnel. Patrick said Stanek intends to fulfill its obligations to you, and he will monitor the progress.

Phone contract problem

I signed a two-year contract with a cell-phone company in November. I have used the cell phone perhaps three times, for emergencies. On June 15, I called to see if a new number could be issued for the Daytona Beach area where I will move in July. The company does not have service there, but I will have to continue to pay $23.65 until November 2001.

I wanted to continue this service, but it is unable to give me any. I feel I should not be obligated to pay for what it cannot give me. Helen Biro

Response: Without a copy of your contract, there is no way for us to determine whether you can cancel it without a penalty. You can send us a copy if you find it after you move and it does allow cancellation.

Action solves problems and gets answers for you. If you have a question, or your own attempts to resolve a consumer complaint have failed, write Times Action, P.O. Box 1121, St. Petersburg, FL 33731, or call your Action number, 893-8171, or, outside of Pinellas, (800) 333-7505, ext. 8171, to leave a recorded request.

We may require additional information or prefer to reply by mail; therefore, readers must provide a full mailing address, including ZIP code. Names of letter writers will not be omitted except in unusual circumstances. Letters may be edited for length and clarity.

© St. Petersburg Times. All rights reserved.