Complaints

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• Initial Complaint

  Date:10/09/2024

  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.

  I signed a contract with Taylors Window and Screen Inc. on 7/31/2024. As part of the contract they were to replace 17 windows and explicitly stated one damaged sill. Upon installation they refused to perform repair damage necessary for install or install as required by contract on 10/9/2024. Work has not been performed as required by contract. Additionally, Company implied in contract that there were no issues in working on house - upon installation they refused installation noting that they are not properly certified.

  

  Business Response

  Date: 10/16/2024

  Taylors Windows agrees to and
  will adhere to its contract. The contract was for 1 rotten sill to be replaced
  that was visible at the time of the sale. Upon removing old aluminum capping
  some amount of rotten wood was revealed. As is our standard practice, if any
  additional wood rot is found it is the customer’s decision if they would like
  to amend their contract and pay for us replace the wood, leave it, or hire a
  separate contractor to do the wood repair. The customer wanted to do none of
  these options, which has left us at an impasse. We are willing to fulfill our
  contract to a tee if that’s what the customer should desire.
  

  Customer Answer

  Date: 10/17/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint. 
  
  
  The business stated that "upon removing old aluminum capping some amount of rotten wood was revealed. As is our standard practice, if any additional wood rot is found it is the customer’s decision if they would like to amend their contract and pay for us replace the wood, leave it, or hire a separate contractor to do the wood repair." This would be a false claim as the business did give the option to replace the wood as stated. More specifically the business has rejected my (the customer's offer) to let them replace the wood at an additional cost as they claim were not properly certified to do so. 

  It should be noted that contractors are generally expected to conduct a reasonable inspection before providing a quote for work. Although Taylors may state that they quoted the project without removing or inspecting under the metal covering where the rot was hidden. However, this could be seen as a failure to conduct a proper inspection, especially if the condition of the property suggested that there might be hidden issues, such as rot or other structural problems. Taylors Window & Screen, Inc., as a professional contractor, is presumed to have the experience and expertise to recognize potential issues, including hidden problems like rot behind metal coverings. If there were any signs of potential rot (e.g. the quoting of a sill for replacement due to rot) or issues that should have triggered a more thorough inspection , they may be responsible for not taking reasonable steps to uncover the full scope of the project. This is particularly relevant if they had knowledge of the asbestos siding, as working on or near asbestos requires special care, and they should have ensured that their assessment was thorough enough to avoid disturbing hazardous materials. While latent defects are hidden issues that are not easily observable at the time of the inspection, as professionals they should have been aware of the potential for rot (e.g., knowledge of moisture issues, the presence of asbestos), and would therefore be responsible for failing to take further steps to inspect and inform me (the customer) about possible complications.

  While I have discussed an amendment to the contract with Taylor's Windows to deliver, but not install said windows, I would like to ensure that this complaint is accurate prior to a consideration of finalization. The claim as noted above was not offered and is therefore rejected as a response to this complaint based on the grounds of inaccurate representations.

  Best,