Complaints

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• Initial Complaint

  Date:09/01/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  There is in accurate information. The company says that they did not build the original roof. The first day the salesperson Kevan came to my house he was very late. He told me the reason he was late was because he was researching my roof as my roof was one of the first roofs done by creative enclosure and he was intrigued to learn about its history. Whether or not creative enclosures built my original roof or not isn’t a problem, however, this seems to be another incident of untrustworthy employees as one employee is saying yes the company did build my roof and another employee is saying no. Not doing as good of a “broom up” job as you state is not the only clean up issue there was. Some of my glass panes are stained with silicone hand and boot prints. Those stains are not considered a broom up job and were not addressed until I reached out to the company 2 times to get the issue taken care of. You continue to mention a quote I was given that I was declined. I have asked to see evidence of where I declined this quote multiple times. No one has been able to show me where I was made aware of the deterioration and declined work to fix it. No one told me about any wood issue until after finally payment was collected as I told the project was complete. It wasn’t until the company came back two times to inspect the ongoing leak issue that anyone mentioned wood deterioration. This so why I said the company was in breach of contract.  According to the contract I was supposed to be made aware of any unforseen issues that would need to be fixed in order for the roof to be finished correctly. None of the men spoke to me the entire time they were working on my roof. The only things they said to me were things like “we are done for the day” or “a check for ____ amount is needed.” This project should have never been completed if there was underlying problems and I should have been notified of them quickly. Again, I would like to see where I declined additional service due to the unforseen issues that arose once the old glass was removed. I did not decline any additional work as creative enclosures states and I hope they fix the roof of my leaking issue without only putting band aids to cover up the issues. Thank you. 
  
  Sincerely,
  
  
  
  ***** ****** came out again on July 28th to install the 3rd attempt at the last 4 glass panes that were previously incorrect twice. On July 29th they requested and received final payment from me. Creative Enclosures breached the contract by not doing four things that were promised- 1) lubricate the sunrooms operable windows and doors 2) remove all debris daily 3) remove any residual silicone with solvent and 4) notify me of any wood rot found so it could be remedied. After they said the project was complete there have been many leaks on multiple occasions. They came back on 8/26/22 & said there were many problems, including wood rot that were not addressed by the workers while installing the panels & to expect a phone call early the week of 8/29/22 to resolve. I reached out on 8/31/22 and 9/1/22 with no response from the company. I have paid for the project in full, and am left w/ a leaky roof & wood rot that the workers did not tell me about so it could be remedied as promised in the contract.

  Business Response

  Date: 09/07/2022

  Ms. ******,

  
  We have worked tirelessly to solve the challenges that a 35
  year old sunroom can have. Not having built your sunroom, we were challenged
  with bringing it back to life with new glass, gaskets, sealant, and glazing
  tapes. We certainly did not anticipate an incorrect order of glass and supply
  chain issues, which just prolonged unnecessarily, your job. We reordered the
  correct glass. We did inform you it would be over a month for the replacement
  pieces to arrive. We are not in “breach of contract” as you have stated as we
  did replace all the glass panels and changed the sealant, glazing tape and gaskets
  on the entire glass roof. We also lubricated all the operable windows and doors
  and verified this with our technicians that were on site. Our technicians did
  remove debris daily, although we do recognize our guys didn’t do as good of a
  broom cleanup as they should have a couple of times. We addressed this with
  them and apologized to you immediately for this. During the initial
  consultation it was determined that the wood beams had some deterioration due
  to the ongoing leaks your unit had. We brought this to your attention and
  quoted it for repair, which you declined. We have worked tirelessly to solve
  the added issues raised on your job. We fully plan on solving the few remaining
  items you’re having with a room which we did not build. Our Production Manager
  spoke to you on September 1st letting you know the action plan we
  had set forth and we fully plan to execute this.

  Business Response

  Date: 09/14/2022

  *****,

  
  Once again we apologize that the job did not go as smoothly
  as it could have. We have stood behind our work and have provided you with all
  contracted items (All new glass replacement of the roof glass, full tune up).
  We are coming to your home on 9/16/2022 to address the final few leaks that persist
  in your sunroom. Our company has always stood behind our work and our
  workmanship warranty and we are doing that for you. Our goal here is to try and
  determine what the problem is and solve it for you on this 30 plus year old
  room.

  
  Finally, our company Creative Enclosures, LLC did not
  originally build this sunroom. Because we are a franchise for Four Seasons
  Sunrooms we are able to have corporate access the original sales order if it
  still exists. I believe that is what was done to do a little upfront homework.

  
  Again, the goal here is to solve the few small remaining
  items so you can enjoy the new highly efficient glass you have had installed.
  

  The additional quotes that we gave to you were during the
  initial consultation which we had offered three options verbally. All of these
  options are hand written down on our design consultants Project Profile/site
  evaluation form. The first being a complete room replacement, the second being
  all roof glass and vertical glass and then the one you chose, roof only repair.
  

  We are happy to discuss this with you via phone or at your
  home on 9/16. Again, our goal is to solve the problem so you can enjoy your
  space.