PIONEER MILLWORK INC

"We tried very hard to please the member. It is true that a pocket frame we delivered to him was warped. This unfortunately happens on occasion and our supplier is very good about immediate replacement. The member did not report the defect to us until after the frame was installed (not typical) and he would not allow us to replace it. For good reason, our supplier does not give credit unless the defective product is returned. The member wanted to keep the defective pocket frame and receive full credit. Although against our return/defective policies and in the interest of good customer service, we did give full credit and supplied him with additional material to repair the warped frame. Basically, he got a free pocket frame. When he called us about the dirty glass (an unusual phone call because construction sites are dirty and glass always should be cleaned at the end of the project) we gave him instructions on what products to use in cleaning the glass and again to give good customer service, we offered to come out and clean the glass. He gave us no reply. Regarding his complaint on incorrect bores, door height and missing parts, he got exactly what he ordered. He did not give us information in a timely manner which made it very difficult to please him. At no point did he ever allow us to correct a problem, he only wanted money. He told us more than once that our company reputation was at stake if we didn’t give him money. After we found this negative review, we called him; he told us that if we sent him money, he will remove this negative review. Pioneer Millwork has built a 20 year reputation on good customer service and quality products. We will not take part in the practice of “paying” for the removal of an inaccurate bad review."