Factory Direct Doors

Traumatizing experience with staff yelling at my contractor and hung of on me, plus poor workmanship. Only mistake I've made is I should've read these reviews before buying from these guys. I found this place from an online advertisement website as this company claim to have a moving sale couple weeks ago. I was looking for an exterior door before putting my house on sale, found one and paid 50% deposit as I needed to bring the current door to perform matching. I asked if we need to schedule an appointment in advance and Glen told me just called couple of days in advance. First he told me they are old on Sat so when I called last week I was told they are not open on Sat (first surprise), and was told I can come on Mon. Then on Mon morning, I got a call from Glen telling me something was wrong with the door so they need to send it back to fix (second surprise). I was a bit concerned but did not complain. I asked to schedule for an appointment on Wed (that's when my contractor is available) and Glen told me no need to make an appointment, just make sure to bring it in between 10am to 2pm. Confirmed it would take about ~1.5 hrs to get it down. My contractor brought the old door in for matching. Asked how long it will take, was told would take couple of hours, came back after and the door hasn't been worked on and told to wait. Only after the 3rd time he started asking one of the staff memebers how long it would take, they started yelling at him with profanity and kicked him out of the store. I called the store after I learned about the incident, a lady picked up the phone, claim my contractor was being rude at her staff. I told her that wasn't what I was told and it was unacceptable when my contractor has been waiting for 5 hrs without an estimate (it was supposed to take 1.5 hrs) and the lady hung up on me after giving me very rude attitude (my tone was stern but was very polite, no swearing). We finally got the door after almost 6 hours of waiting and the door is fully of flaws (chips at the corner and the worst part was it doesn't even fit despite we took the original door). We decided not to bring the door back given the hostile attitude we have received. Not only the delay and the problem with the door caused me more money to have the contractor to fix it (and waited for 5+ hours), I had to delay the listing of my house. It is absolutely terrifying.

I'm a senior contractor and needed 11 doors for a renovation project in Richmond. When I visited the shop Glen, the owner, told me if I was open to design he had a cancelled order from a contractor on a group of doors that were to go into a very expensive home in Kerrisdale and he'd give me a great price on them - $65 per door plus $70 for the jam and hole set. The sample I saw looked fine (their "showroom" is a massive sardine can of doors) and I paid a 50% deposit. I was told to write them around the 25th of January to get an update on the order. I did so with no answer. A week later I wrote again - still no answer. The next week I called and left a message. No returned call. Subsequent calls were sent to voicemail which responded that the users mailbox was full. Out of desperation I finally went to the factory in person and was told that my order would be ready for delivery in a few days. I paid the balance of the order and the doors were delivered. What I got though was half of the doors in appalling condition with glue leaking out of every joint and now hardened solid. Nowhere near "paint grade" In addition the holes for the handsets had been drilled without a backstop and there was significant tear out. You would think they were made by an 8th grader for his first school woodworking project. When I contacted Glen to say this would take my carpenter hours of sanding and scraping to get them to paint grade he basically told me tough luck and that they were "factory seconds" and you get what you pay for. They were NEVER sold as factory seconds. With that sort of product you have to look at every single one to find out what is wrong with it. Nothing like that was mentioned and the invoice says nothing about factory second. In fact it specifically states "paint grade". This is an appalling business that cares nothing about how it treats it's customers or the quality of its work. Avoid them like the plague.

If you dig a little bit, you will find that the owner of this company. Glen Creer, has scores of disgruntled customers in his wake. I have the same sad story as previous victims. I ordered 10 doors through Factory Direct Doors, LTD, (Creer also owns Door Express at the same Richmond, BC. location) for shipment to our new business in Seattle. We gave them 50 percent down (wire transfer required, presumably because it has fewer consumer safeguards against fraud than credit cards). Glen assured me a three-week turnaround was possible. When the date got close, he assured me they were just finishing up the order and he would load them in his Tahoe and deliver them himself to Seattle that weekend. Sounded good to me, but unfortunately, he did not show. Three weeks later, he said they were still working on one of the doors and he would deliver them that weekend. Again, no show, no follow up. By now, the absence of doors was delaying our final inspection and thus, our business opening. Four times over three months Glen said he was getting ready to load up my doors and deliver them. Four times he failed to deliver. Not wanting to risk my business' financial health on someone who was obviously being untruthful to me, I placed an order with a local shop in Seattle and received all of my doors in 7-10 days and had them installed. When I when I called Glen to request a refund, he assured me again that he had my doors ready for delivery. I told him I did not believe him and I was forced to make other plans. He said no refunds. I said bull. He said he would have to "check with the owner." (He IS the owner.) Section 49(1)(d) of the Business Practices and Consumer Act states that on contracts lacking a supply date (as mine did), companies are required to deliver goods within 30 days or the contract is cancelled. Still, Glen avoids me. I call him three times a week to keep bugging him. His work answering machine does not usually accept messages, but sometimes I speak with an employee who invariably tell me that he is not in, even though sometimes I can hear him in the background. I try to make sure they know what their boss is doing. Consumer Protection BC is of limited assistance. I hate wasting time on this guy, but I hate him getting away with ripping people off even more. And no, Michelina (other review), this was not an issue of not paying the balance. This was an issue of the doors not being built in a timely manner and not being delivered on the date they were scheduled to be delivered on four occasions.

Excellent, accurate and a little slow, but it was my fault. You can't build something custom without ALL the information. Overall a great supportive relationship. Obviously you have to pay before shipment. My doors were worth more than $ 10,000 and I would not expect release until paid. I suspect that was what happened with Hanron. I have ordered for my small reno company many times and always got perfect product when I let them help me with the details.

These guys are good. I have had tons of problems with sizing, specifications and quantities on major renovation projects. So far these guys are the only ones that get it right. Thank you!