Capital Millwork, LLC

"Once again we are sorry for any misunderstanding. All of the detailed specifications were presented multiple times. Written correspondence, formal quotes and shop drawings were provided via email before we received your approval and deposit payment to proceed with the custom door order. Unfortunately, we are unable to include those documents in this response. We brought in the materials as promised. They are awaiting your final payment and delivery approval. Then, you will be able to enjoy the quality product you requested. We look forward to hearing from you in person so that we can work toward an amicable resolution."

"Wow [Member Name Removed]! Thank you so much for the positive and amazing review. Your review and business is greatly appreciated! Please let us know if we can assist you in any future projects! Thank you, Capital Millwork"

"Hello [Member Name Removed], Thank you so much for taking the time to write to us. I wanted to let you know how sorry we are that you went through that difficult experience. We make it a point to be known for customer service, so this situation was immediately addressed by the owner and even personally met with you, your wife, and your "friend" the painter. We went above and beyond to address the problems you had and they were rectified on our end. Your issue was with the painting of the doors, which were not prepped by the painter friend you chose. Our licensed and insured installer you decided to go with went and above and beyond and pointed out the issue with the doors. Unfortunately, an unlicensed, underpaid, and inexperienced painter created a very difficult situation that we did our best to resolve and you are unwilling to take any responsibility. We did everything with integrity and even switched out some of your doors at our expense as a courtesy. Capital Millwork takes pride in our work and if you would like to discuss anything further, please reach out to us personally. Thank you, Capital Millwork"

"Thank you for the review. It was our pleasure to provide you with a beautiful door. It is true that textured fiberglass doors with full light decorative glass, Trisys frames with concealed fasteners, composite jambs and Stainless Steel hinges are more expensive than other options. We, at Capital Millwork, are serious about offering quality products and service at competitive prices. In this case, pricing was more than 30% off list price. As a special courtesy we sourced a strike plate, at no additional charge, so that the existing hardware would match the new units. In addition, we offered extended payment terms without penalty. We are deeply disappointed to hear about this pricing concern. We look forward to working with you on future home improvements and welcome the opportunity to discuss all the possible options."

"We were unaware of any concern on the behalf of the homeowners. In fact, we understood they were quite pleased with our willingness to accept the product return without issue. It is unfortunate that the home’s original hardware dimensions are not standard and that the homeowner did not determine that until after the purchase of the replacement hardware. Once notified of the situation, we immediately agreed that the hardware could be returned and discussed the options. First, the door hardware could be exchanged for a set that would work with the known dimensions. In that case, the vendor would not charge restocking fees and only the cost of return shipping of the unwanted product would be incurred. The second would be to return the set, but a 25% vendor restocking fee and return shipping charges would apply. He agreed to come in and discuss replacement options. Once in the showroom, there was no interest expressed in reviewing the alternatives. The customer decided not to exchange the product. The customer decided not to wait in the office while the shipping charges and final amount was calculated. Once determined, we applied the credit to his credit card as requested. We tried to make an unfortunate situation as painless as possible, and only conveyed the direct costs charged by the vendor."