BMC West

I wish I had looked at Unilocal before ordering doors from BMC. Save yourself the hassle and frustration and run from Marvin doors as well as BMC in general. So far, I have received poor quality, yet expensive Marvin doors, downright rude service from Jesse, their in store Marvin door specialist, unresponsiveness from sales personnel, and no– call/​no-​show for service appointments. Basically they have total disregard for the customer, and try to blame you if you can’t operate doors that are beautifully installed, yet inoperable, due to the terrible quality of the hardware on the doors. I have a $ 12,000 investment in doors, not counting installation costs, that cannot be locked or unlocked without pliers in hand. Run away. I wish I had. It has been over a month, and I still don’t have working doors, and there is no end in sight!

Props to Bob Trapp for going above and beyond to try and help me figure out how to do what I wanted to do with a window, while another sales person said that what I wanted was impossible, wouldnt work, and that I should give up.

The prices are great.
This is the place for you if all you care about is price. For instance, if you want your salesperson to be… oh I don’t know. competent, you might want to go elsewhere. I ordered a new front door from Bob Trapp, including hardware. I showed him the exact set I wanted-​INCLUDING the deadbolt. This is important and will reappear later in my saga. He had no idea what the price was or how to find it. I really should have left at that point. I blame myself for expecting him not to be an utter fool. He did finally find the price, I paid and was told it would be with the door for my contractor to pick up.
When my installer picked up the door, there was no hardware. I tried three times to get Bob on his direct line over the course of 2.5 hours. I finally called the main number and asked to be transferred to him. He told me the hardware was «where I am». I happened to be in north Austin, so I picked it up. No apology for my inconvenience. Nothing.
When my contractor was about to install the hardware, I more closely checked the box and discovered there was no deadbolt. For my front door. The handle set doesn’t lock, so OBVIOUSLY I had to have the deadbolt I requested at the time I purchased.
I called Bob back and reported there was no deadbolt at which time he informed me I never paid for that but «we sell them.» I believe I told him he was insane if he thought I would come all the way back up there and give him another penny, but actually I was so furious I’m not sure exactly what I said. The idea that I would purchase a new front door to my home without purchasing a lock is beyond crazy. I relied upon his expertise to be sure I was purchasing the items I showed him. Of course, he was terribly hungover and still mad about his encounter with the police the night before (as he told me).
In summary: they stink. My contractor said the store on 1431 is much better and that the store on Metric should be avoided. Good to know.

Ordered a pre-​hung $ 1200 Marvin patio door in Spring of ’13 through our designer from BMC and it has been a nightmare dealing with them and the Marvin tech people since. Soon after installation, the door began to sag and scrape the top inside of the frame. BMC refers us to a Marvin tech, who comes out and makes minor adjustment to door. Couple weeks later, door is scraping frame again. After a few ignored calls to BMC, we are finally able to set up time with Marvin tech. He never shows. We make another appt. Again, tech never shows – designer waited all afternoon for him. Designer gets contractor to reframe the entire doorway, because Marvin claims it’s an installation problem. Door works fine for a few months, then starts to sag to the point where we can’t close it anymore. This is a door to the outside and we can’t close or lock it. The top hinge has popped. We call BMC again, who also had provided the hinges for this door, and they are, as usual, unresponsive. It’s been over 2 weeks, and we have no hinges. BMC tells us that only a few of these hinges exist (these were purchased last year). They had ordered them, but haven’t received them. They finally tell is they have put ONE hinge on a truck to overnight it to them. So at least we’ll have one? I never feel like BMC is being honest. I will NEVER use BMC again for any project. And our designer has taken BMC off her list of suppliers.
A previous reviewer stated that when you visit the BMC showroom, they couldn’t care less about you. They’re right. Their personal conversations and desk work are much more important to them than making a sale. Go figure.
BOO! to Marvin too.

The only saving grace of this company was that they had the door we wanted to order. Let me explain the tribulations of the last quarter-​year of my life so that you can revel in the schadenfreude that erupts when you try to go custom with this company and the fun of drafting an review as the ridiculousness escalates.
The first salesperson I dealt with refused to give me pricing on multiple types of wood for the door I was ordering (first red flag), quite literally saying «I’m not going to do that.». I felt intimidated and worked with my carpenter to understand basic needs for this project as well performing as a slew of internet research. When I came back to order later, that salesperson was busy and so I did not deal with him. LESSON: Do your research on potential prices for various woods and everything else beforehand, e.g. you have to do your own legwork and price estimation Good luck getting advice if you’re like me and this is your first door order ever.
When I finally went to order the door I worked with James, a salesperson able and willing to educate me on things like wood prices. For my second ordering visit, he told me to come by and sign the documents any time the next day after we confirmed measurements over email. Unfortunately he was at lunch (at 3:00?) and I had to come back another day. LESSON: Make an appointment consistently.
Finally, the unfinished door gets in and they prep it (this takes a week). It’s supposed to be delivered Monday.
Monday ¹¹⁄₁₉: Nary a call or email I get about the whereabouts of my door. I sent an email about 4:00 and got a call from James almost immediately, who said «I don’t know what happened» with a promsie to deliver the next morning as soon as possible. No excuses as well as no responsibility taken — it’s another team’s problem. LESSON: Plan to work from home multiple days to make sure you accommodate the delivery team’s schedule.
Tuesday: Day two of waiting. I have been promised I’ll have a door twice today –before lunch and before 3:30, and another call promising that the door will be delivered by the end of the evening. It finally is delivered at 4:40 — yeah, that’s ten minutes ago — after calling and a few escalations care of Richard, whoever he is. Once the door got here, the delivery guys showed me that the delivery date had been physically scratched out and modified on the order form to ¹¹⁄₂₀ (see attached picture for fun).
If you’re a homeowner, don’t deal with these clowns. If you have your contractor deal with them directly I bet you’ll have a great experience except for the whole door-​delivery thing.

Be very leery of ordering from these guys.
Well, they do have a nice selection, at slightly better prices than the big boxes. However, I don’t think waiting 3 months to get a door, due to 3 errors on their part, is reasonable. If your order is correct, then they’re fine, but woe unto those whose order is wrong. My door was first delivered without a stain (though ordered with one)(that was the first 3 weeks). Wait 4 weeks — called to find out where it was — oh no, it didn’t actually get re-​ordered/​returned. Wait 4 weeks. Called to find out where the door was — oh, here, but never prepped. Phone calls and emails not returned. Not even an apology offered by the manager when I finally called to say bring the door or give me a refund.

We bought several doors, door hardware and knobs/​pulls for our house renovation. Excellent selection, excellent prices (better than online and big box stores), excellent service. Lindsay Langford is a genius salesperson. Make an appointment (always best) with Lindsay if you need doors, etc.