In January 2021, we celebrated our 3rd anniversary as residents of Cresswind Charlotte.  (We were the 5th to close in the brand new Cresswind development.)  Three years, and the story continues...

In mid 2019, we opened our garage door one morning and found a large piece of trim laying in the driveway.  The entire bottom piece of door trim fell completely off.  In addition, there were other pieces that were beginning to separate from the door.  We reported this to Kolter, and were told they would have the "garage door man" come out and repair the door.

A few weeks later, the garage door man came out to fix the trim.  He told me that the manufacturer of the door found that the trim, which they were simply glueing onto the outside face of the door, was separating and falling off frequently and they made the decision to screw the trim to the door panels rather than glue them.  This change by the manufacturer was made soon after our section of Cresswind was completed so that all subsequent new homes in Cresswind would have doors with trim screwed, not glued, to the door panels.

The garage door man took the bottom panels off the door and screwed the piece of trim from inside the door panel, thus no screws are seen from the outside.  He explained to me that he could not do the same with the rest of the door trim because it was not on his work order.  But he did chaulk the panels that were separating to keep moisture from getting between the trim and door panel, which contributes to the glue failing.  He also told me to have Kolter put in a new work order so he could come back out, take the inside door panels off and screw the rest of the exterior trim for us.  So I filed a request for said work order and it seemed to go into the void of Kolter's portal.

Weeks later, I received a call from Erika Denham from Kolter.  She was following up to see if this issue was resolved.  When I told her it had not been completed, she told me she would get it done.  And then nothing.  I had some serious medical issues consume the rest of my 2019 and early 2020 (including two surgeries)  and then CoVid-19 hit and so my follow-up was put on the back burner.  Fast forward to January 2021.

I tried to contact Erika Dunham and apparently she was no longer assigned to Cresswind Charlotte, so she forwarded my email to Sharon Kendall, who apparently took her place within Kolter.  Sharon called me on 14 January 2021 to follow-up.  I explained to her about the manufacture's defect in production of the door so she understood the problem, and she told me she would get the issue resolved.  A few days later I received an email from Jamie Chapman who said "we [Kolter] are unable to secure trim as you’ve requested per our warranty guidelines" and "we [Kolter] have installed the door to manufacturers recommendations".   This issue has absolutely nothing to do with Kolter's installation of the doors, but rather is a design flaw in manufacturing the door.   The manufacturer (not the installer, Kolter) should pick up the cost of correcting their manufacturing/design flaw.

Kolter told us they were going to get the issue resolved twice and then reneged on those promises.

Yes another example of what we personally experienced, but it is not a one-off occurrence.  And from the feedback we have gotten from our Cresswind neighbors, our experiences are not unique.