Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/01/2022

  Type:Billing 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.

  We had Mr. Build replace and install a new front door to our home. We spent close to $3000 for the door, installation, and inspection. The door was to be modified by the manufacturer to fit our home but wasn't. Instead, the installation person decided to make the modifications on site. After the installer created damage to our foundation, damage to our new flooring, multiple repeated issues with the quality of construction of the door, and continued problems of light/air coming through the outline of the door they finally agreed to have the original installer come evaluate the problem. They have now canceled that evaluation due to the bad reviews of their company and the work that I posted. I provide multiple photos in my reviews as well, some of which were taken on the last day they were here which left light and air still coming through. Not only is the work substandard, they now refuse to address the problem because I have shared our experiences with their company.

  

  Business Response

  Date: 08/12/2022

  Business Response /* (1000, 5, 2022/07/06) */ The ********* ordered a door on December 30th with Mr. Build. The door came in earlier than expected because the door manufacturer caught up with their backlog due to adding man power. Their door was installed on Feb 11th and since they were changing an outswing door to an inswing door, there is a height difference in the two door styles. *********'s were told by the sales person that the door would be cutdown by the manufacturer to accommodate the difference. The sales person is not the determining factor on how we measure and order products for our customers. They are sales professionals and not installers. When the installer went out to install the door, they needed additional height clarence to install the door. They cut about 3/4" of concrete from under the door (which is a normal procedure from time to time during a retrofit install). After the cut, the door fit perfectly in place and allowed enough room to properly shim the door to code. The door was inspected by Sarasota County and PASSED inspection. After installing the door, the installer noticed that the top of the door slab was not perfectly cut straight, from the factory. He sanded down the top edge to make it level. At no time did the installer "shave" down the top of the door. The installer did have to cut back the laminated wood floor a bit to install the new door and after the door was installed the gap between the tile and threshold of the door was about 1/4". The installer told the homeowner that he would install a thin threshold over the gap. The homeowner said he did not want that and the installer said that he could caulk the gap instead and that was what was agreed upon. The homeowner called and said he was not happy with the look of the caulk. I said we can install a thin piece of wood to cover up the gap. After installing the door, it was noted that there was a small flake of glass sticking out of the trim that holds the glass insert in place and there was a tear in the weather stripping that occurred during transportation from the factory. I assured Mr. ********* that we had a new glass insert on order along with a new piece of weather stripping. I informed him that when the parts came in from the factory we would come out and complete all the work at once. On March 7th, we installed a new glass insert, replaced a piece of weather stripping, installed the threshold, filled in some stucco patch and did some caulking. Between March and May we went out to the home once because of light coming through the weather stripping and Mr. Build sent a service person out the same week, even though we are 2-3 weeks out on service. The service technician corrected the problem and left. I received another call in early June stating that there was light shining through the upper corner of the door. I sent the technician out the same week and he installed "door corner seals" per the door manufacturer's instruction. When the service technician left the home, he could not see any light coming through the corner of the door. Mr. ********* called after the service technician left the home and said the corner seals looked ugly and that they should not have to have pads in a new door. I explained to him that the manufacturer recommends them if there is light coming from the corners. After the discussion, I told Mr. ********* that I would order all new weather stripping and once it was in, I would have service come out and install what was needed. On June 28th our service manager went to the home and installed one new piece of weather stripping on the handle side having the issue. He also replaced a couple of corner seals at the bottom and adjusted the corner seal at the top where the light was coming through. Mr. ********* said again that he should not need them on a new door and our service manager handed a copy of the manufacturer's instructions about using the corner seals for Mr. ********* to review. Our service manager opened and closed the door multiple times and did not see any light coming through. When the service technician left the home, he thanked my service technician. At 11:14 am Both Mr. and Mrs. ********* called separately and our office person was speaking with Mr. ********* who was looking to talk to Myself or My wife. At 11:15 am Mrs. ********* tried calling in again. At 11:25 am Mrs. ********* called in yet again and our office person answered the phone. Our office person tried to calm her down and told her that both of us were out of the office visiting a customer and that we would return their call. At 1:35 pm I called Mr. ********* and after discussing what his concerns were, I said; let me send the original install crew back out next Wednesday to take a look at the door to see if there are adjustments they can make in the hinges or closer. We both agreed on a date that best fit Mr. ********* schedule and everything would be taken care of. At 4:03pm Mrs. ********* called our office from her place of work and My wife picked up the phone. Mrs. ********* went off on my wife stating that it looked worse than before and was demanding what steps would be taken next. My wife explained several times to Mrs. ********* that I am in charge of the installs and she is the office side. Mrs. ********* kept pushing for a response about the next steps and that the door needs to be replaced. My wife kept saying that she did not know what steps would be next and that I would be the person making that decision. Mrs. ********* said; aren't you both the owners? My wife reiterated her previous comments. After 20 minutes on the phone My wife ended the conversation. Even after Mr. ********* and I set a date for the install crew to come back to their home, later that evening, Mrs. ********* posted a negative review on Angi's Ads posting old pictures of torn weather stripping. She posted an old picture on our Google page and she filed a complaint with the BBB. We have gone out of our way to accommodate their schedules to try and adjust the door so no light comes through the corner. Asking for a replacement door because the current door needs some adjustment is taking it to the extreme. We have tried to work with the *********'s but we feel no matter what we do will not be enough for them. We would like to remedy the situation but I feel they are taking alternate steps because they are not happy with the door style they chose. Consumer Response /* (3000, 7, 2022/07/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) Unfortunately, Mr. Build is still refusing to take accountability for the issues related to the work they have done at our home. They are also being dishonest with their version of facts and assumptions. Anyone in our position would be equally frustrated with the multiple visits to our home with no resolution. The owner Joe never addressed the fact that the door should have been cut at the manufacturer instead of on on-site and while their office person was very helpful, my calls were never returned which is why I had to make the final call and spoke with Melanie, who was immediately defensive, argumentative, and rude. They're claim that the photos I included in my reviews are old is also completely false. For context, I have included several of those photos that show they were taken the last time their technician Tim was at our home. They include date stamps and text messages between me and my husband. We also love the design of our door, we just want the fit to be correct, which we still need to have fixed. We also feel the damage they created to our foundation and flooring due to the modification on-site instead of at the manufacturer should be addressed. For all these reasons, we feel a refund would be appropriate. Business Response /* (4000, 9, 2022/07/12) */ Hello, Mr. Build is not refusing to adjust the doors weather stripping to prevent light from coming in. I will even send out the product rep to look at it himself if need be. Each time my service technicians left, there was no light coming through the door. We are following the manufacturers installation instructions to work through the problem. We have not missed a single appointment we set with you, to have a service technician out there. We accommodated you and your husbands' schedules and moved other appointments around to make sure we were there when we said we would be. The only person that said the door may be cut down was the sales person. Cutting the door down is not the optimal way to install a door. When our service manager takes the final measurements, he will note if there is no dap (lip) in the sill area of the door. We like to cut out the dap, which prevents water intrusion into the home. All new construction homes require daps (lips). I attached some images of the installer that installed your door. He is cutting the dap for sliding glass doors we installed in a new construction home. We could take the easy way and cut the height of the door down, but then you will always have a custom size door, which we try to avoid. In terms of the pictures you posted, I have to assume they are old because we replaced the weather stripping so there should be no tears in the weather-stripping material. You also sent us a copy of the same pictures before my service technician went out there the last time to replace the weather stripping. Some doors are finicky than others to adjust. I had the original installer already scheduled to come out and do a once over of the entire door. But on the same day, you decided to file a complaint with the BBB and leave a negative review on another site. How is writing negative reviews helping the situation, when all we have done it try to correct the problem. Consumer Response /* (3000, 11, 2022/07/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) Again, unfortunately Mr. Build's response does not match their actions. If they were willing to fix the problem they wouldn't have cancelled our appointment after I shared our experience with their company, which is my right to do. We would welcome the manufacturer to view the installation, we would also welcome the installer to come as was originally scheduled before Mr. Build cancelled. This incidentally, was the person who cut down the door on site and our foundation. I completely agree that cutting down a door is not the optimal way to install but that is exactly what you did the day of the installation. If your service manager had incorrectly measured then that should have been addressed prior to trying to fit the door by cutting it on site along with cutting our floor and foundation. A new finding since my last post is that water comes SHOOTING through the ENTIRE seal of the door which we found out when the exterior of our home was professionally cleaned. So much so that water was found up to six feet inside our home. If the BBB has a recommendation on how to request an additional inspection of the work that was done I would greatly appreciate the assistance. Business Response /* (4000, 13, 2022/07/13) */ Mr. Build cancelled the appointment because you posted negative comments in multiple sites about our business. Why should a company work with a customer when they are making false statements, when we are trying to remedy the situation? I can tell you that when we received your messages, we responded in the order that all our customer calls came in to our office. We are not sitting in our office relaxing. We are a small company multi-tasking positions and working long hours. We get back to all our customers in a timely manner. The installer did NOT cut down the door. To cut down a door, you also have to remove the threshold from the frame and cut down the legs of the frame and re-attach the threshold. He did no such thing. After installing the door, he noticed that the top of the door slab was not 100% even from the factory. He sanded the corner of the door flat. He placed a level on the top of the door to ensure it was completely flat. Your door height measures 82" from the bottom of the threshold to the top of the frame. You can measure it and see that the door was never cut down. Who ever powered washed your house is using a machine that sprays water between 2,500-5,000 PSI. if you spray a power washer at a door or even a hurricane impact window at that pressure and the right angles you will have water intrusion. You had us install an inswing door, where an outswing door provides more protection from the weather. Outswing doors seal, by the slab pressing from the outside against the frame. The door sits below the top of the threshold, allowing the threshold to hold back water just like a dap. Where an inswing door has the seal to the outside and the door to the inside. Inswing doors only have a rubber sweep at the bottom of the door that rubs up against the top of the threshold. Driving rain can still force its way past that rubber sweep. Customers choose inswing doors because they feel they are inviting people into the homes when they open the door, as opposed to pushing the door open seems less inviting. Back to the issue of light coming through, it is a matter of adjusting the door. I can have the installer at your home Thursday, July 14th around 9am to adjust the door. In exchange, once the door is correctly adjusted that you remove the negative reviews you posted about Mr. Build. Please call the office and ask for me to set up the appointment. Consumer Response /* (3000, 17, 2022/07/25) */ This response was provided verbally to BBB: The business came out on Friday to look at what the issues were. They said that it looks like the frame is bowed. They scheduled an appointment to come out this Friday to reinstall.