Zero Accountability, Zero Follow-Through:
-- HSS’s Incompetence --
After spending $5,600 on a custom door system, I have spent nearly a full year dealing with a door that severely binds and sticks, alongside management that avoids basic accountability.
11 Months of Ignored Issues & Dragged Feet: The initial slab was installed dented and replaced. The replacement slab installed in September 2025 was defective immediately upon installation. Over the past 11+ months, I made over a dozen outreach attempts via email and phone to get a concrete repair plan, status update, or timeline.
Non-Existent Follow-Up & Paperwork Dodging: Out of my dozens of attempts to reach them, HSS only responded a handful of times—almost exclusively after multi-week reminders or final ultimatums. Despite asking for written updates, they constantly insisted on phone calls (often calling the wrong number entirely) to avoid leaving a paper trail. They never proactively reached out with a real solution.
Vanishing Service Notes: On July 21, 2026, two HSS technicians spent an hour at my home, attempted hinge/shim adjustments, explicitly admitted on-site that they couldn't fix it, and took technical notes/photos for management. When asked later about this visit, management completely ignored the technicians' findings and claimed they "didn't know if a repair was needed."
Third-Party Expert Confirmations: I had independent third-party door professionals inspect the installation. They confirmed that the replacement slab is visibly warped, out of plumb, and misaligned—resulting in uneven frame clearances that cause severe binding. They unanimously confirmed that this level of operational failure is completely unacceptable for a new installation.
Arrogance from Management: Instead of addressing a binding door under lifetime warranty, their Vice President (Justin) surfaced only to lecture and deflect—claiming "spotty cell service" while typing out high-handed emails accusing me of bad tone for being frustrated. Rather than providing a basic 2-sentence scope of work or committing to fix the issue, he hid behind the excuse of "manufacturer tolerances" to avoid resolving a visibly warped/misaligned frame.
Surface-Level Responses: Every response from HSS was designed to stall. Despite me explicitly suggesting standard remedies (refitting the frame, re-slabbing, or full replacement), they repeatedly offered vague, open-ended "inspections" while refusing to put a single written technical repair plan or guarantee on paper.
HSS sold a defective product, botched the installation, ignored their own technicians' site notes, and sent their VP to posture on paper rather than fix a $5,600 door. To date, the door is still binding and painful to open. I am now forced to hire a third-party installer to fix their mess and file a Small Claims lawsuit to recover my $5,600. Save yourself the stress and take your business to a contractor who actually stands behind their work.