Complaints

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• Initial Complaint

  Date:08/25/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Contracted Sheps Construction to have 22 new windows installed with J Channel because of vinyl siding when company came out to install windows , they did not do J channel the first day they installed 8 of the windows and I was not home because had to work, wife was home but they never informed her that they had a problem and could not j channel the windows. The next day when I was home I was informed that they couldn't j channel windows because of nails holding siding. Said siding would fall down if removed. I keep telling owner of business I didn't like trim he was putting up. I informed him also that when he removed 2 of the old windows that he cracked the siding and I wanted siding replaced. After installing 21 windows they were not able to install last window because of wrong size. Three months later when company came back to install last window I informed owner I didn't like the trim and I wanted it j channeled like original agreement. I was told the only way he could j channel was to cut 2 inches of siding back add brick molding and that I would have to pay for molding. had bad wind storm and found curtains all moving in house and told the company about that, the owner was supposed to have installed all windows personally per contract but because of family issues was not able to be there over half time windows installed. After installation he never check on his employees job. When I talked to him he said it was just an adjustment problem. I told him I was not happy with his job performance and he proceeded to tell me if I didn't like his job to get another contractor. When I had another contractor come out he advised me of all the bad issues of the install job and told me windows with vinyl siding had to be j channeled and why. I gave **** the bid other contractor gave me and then he accused me of black mailing him. Other contractor removed all 21 window found 18 with 1 to 3 sides of windows not sprayed foamed and 3 with no caulking on out side. other problems

  

  Business Response

  Date: 08/29/2022

  At Sheps Construction we strive for perfection on all of our jobs. We put great effort into our customer service and frequently go above and beyond to ensure our customers are happy with the outcomes of their jobs.  Unfortunately, mistakes do happen and service issues do sometimes arise. We apologize and will always attempt to make it right. We pride ourselves for being a small, family-owned company with honest business practices. 
  
  In this case, we went out to install ************** job from January *****, 2022.  We began installing his windows in the same fashion we have done installs for 20+ years.  Our contract did not state that the owner would be there personally at install, although the owner was indeed present for a large portion of the install.  The contract also did not call for j-channeling. 
  
  ************** came outside after we had installed approximately 8 windows and stated he did not like the way the outside finish work looked. In order to ensure his satisfaction, we redid those 8 windows at our sole cost and finished the remainder of the windows in the fashion he requested.  As the owner does with all customers, he personally walked through the job with ************** at completion to ensure everything was completed to his satisfaction. ************** expressed his satisfaction and paid the balance due on his contract (minus one window, which we had mis-measured and needed to reorder).
  
  A couple weeks later, ************** began to express that he was no longer happy with the finish work. We expressed several times that we would fix the issues he felt were present.  We did acknowledge that there were a few windows that needed caulking touch **** some spray foam touch **** and that some windows needed to be adjusted to eliminate any air leakage. We scheduled a time on March 24, 2022 to go out to ************** home to install the one mis-measured window and fix all service-related issued.  Upon arrival on March 24th, ************** would not allow us to fix any issues nor would he allow us to install the final window.
  
  Ultimately, the owner met ************** on April 28, 2022 to give him the final window. We agreed to forgive the remainder balance due on his contract for the final window.  We continued to offer to fix any service-related issues, although ************** refused to allow us this opportunity. As we suspected some issues related to improperly installed siding (an issue unrelated to our install), we also offered to send a siding contractor out to assess the situation at our sole cost.  ************** also refused us this opportunity.
  
  Instead of allowing us out to assess and fix any service issues related to our install, ************** stated that he was going to have all windows uninstalled and re-installed.  We informed ************** on several occasions that this was unnecessary and that we would personally fix any service issues related to our install.  ************** instead sent us a copy of an uncashed check purported to be paid to an unverifiable contractor and for an amount that is not reasonable in this field. Unfortunately, as a business practice we cannot pay unverifiable or outside contractors to perform our service work when we are always ready and able to warranty our own installs.    
  
  We are deeply sorry that ************** continues to be unhappy with his install and apologize that he experienced service issues related to our install.  We continue to be willing to fix any and all install-related issues. Our Anlin products come with true double-lifetime warranties and we warranty any install-related issues for 2 years. We are happy to come fix any issues ************** has with our install or our product if he will allow us to do so.

  Customer Answer

  Date: 09/01/2022

  I rejected offer, but didnt know how to add to complaint. IN regards to Coles response. I did unfortunately take ***** verbal contract. His contract was for windows and cost. He never put on that sheet how he would install or anything else. His verbal contract with me was that he would j channel all windows because that is what I told him I wanted because of vinyl siding. He said he would j channel all windows, that he personally would install all the windows. He also said he would retrim the aluminum facing on the 3 garage doors while he was here. Unfortunately I took his word because he recommended by a friend, my mistake. Going back to install I never finished all problems because ran out of room. **** was aware that I was unhappy with the way job was going and told me several times he couldnt j channel because of nails in way then changed his story to siding being off over 1 inch in places. The master bath window had j channel around it and I told **** that if he could do that one, why couldnt rest be done, after a month he finial told me that that window was already replaced before him and that they j channeled it. I also informed him that his crew damaged our kitchen cabinets when they installed the kitchen window, said hed look at it when he came to install last window.  We keep disagreeing over text messages, I still have the texts with his response. He said he would not j channel because he wasnt going to take out already installed windows and thats the way it would have to be to j channel. Thats when he told me if I didnt like his work to get another installer. When I texted him the installers price to redo everything the correct way, he said it was to high he wouldnt pay that much. Other company is a licensed siding company and told me the way **** installed windows I would have siding buckling because not able to move because siding being caulked to frame. I showed **** how I could stick my fingers in-between the window frame and house frame because of no caulking. That was 3 months after the original install and how the wind moved the inside curtains. Said he would  readjust windows when he came to install last window. Told him then that I wanted windows j channeled and cracked siding fixed.  I asked him for his siding guys name and he would not give to me said hed bring him out when he installed last window. Hows siding person going to replace cracked siding without looking at siding first to see what he needed. Thats when I went with other company to fix windows. They found all windows out of adjustment, 18 windows of 21 that didnt have foam sealant sprayed all the way around the four sides, paper towels stuck in where spray foam should have been. They were able to remove all windows and j channel without any nails in way and siding was not off anywhere on house to prevent other company from being able to j channel. They adjusted all windows when reinstalling them. They had to buy siding to replaced broken siding that **** was not going to replaced he just caulked it. Anlin windows had come out and inspected **** job and said it was ***** bad install job why windows leaked so bad. They were happy with the reinspection job that was done. **** never looked at the damaged cabinets, never walked me through and asked if the job was done to my satisfaction, **** never inspected his crews installation job to see if windows were adjusted or if outside work done correctly. Other company would give statement on job if requested, they couldnt believe someone in business for 20 years would do that kind of job for a customer. I Have a lot of pictures and I have a lot of texts from **** on all of our conversations where he didnt respond to this complaint with all facts. Yes j channel wasnt written on contract, but by his texts you would know that he was suppose to j channel. He would get upset with my wife and me when we would bring up our disappointment of job. Also have a contractor that was redoing our master bathroom that was present at time **** came back in April that heard all **** had to say and could not believe he would talk that way to his customers and make it sound like it was there fault. This email is in response to Complaint ID ******** Thank You ***************

  Customer Answer

  Date: 09/01/2022

   
  Complaint: 17767835
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************