Complaints

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• Initial Complaint

  Date:11/22/2024

  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.

  Michael ****** was hired to install french doors and a small window inside the residence on 07/19/2024. The installation, as shown, cane with a one year warranty on the installation of the door. He ordered the window and we were waiting for it to come in. He installed the french doors.
  After waiting a month, and talking and texting in regards to the window, which he repeatedly stated he had to check to see if it came in and would get back to us, Mrs. ****** sent him a text asking if he was going to install it or does she need to get her money back. Me. ****** got angry and said he would bring the window by and that we could find someone else to install it.
  In the meantime, the french doors stopped closing shut and we can’t lock them. Mr. ****** called and left a voicemail advising him of this, but he’s not returning the call.
  We have paid him a great amount to get this job done, and he needs to honor his warranty. Plus he was over paid and we want our money back.

  Business Response

  Date: 12/12/2024

  In response….

  7/11 I met with the ******** to estimate the details of the French door installation.

  7/12 I sent Mrs ****** a text of price details of the cost of the special order door that she stated that she would like installed and she responded with the go ahead for the installation 

  7-13 Door was ordered 

  7-15 I got confirmation of the correct order details at lumberyard ( *********)

  7-19 I met with Mrs ****** to sign a contract on said installation and explained that the door is special ordered due to the build of the slabs of French door and the built in blinds on said door and require payment for the Materials of the door and installation. Also explained that due to the faulty brick exterior, I would have to cut and remove the bottom course of brick off to properly install the door. In the contract provided, it explains that any unforeseen issues of said project, the homeowner is responsible for such material and additional service cost. After the contract was signed, she asked me if I could install a window in place of a wall unit A/C. I told her yes I could. And explained that it’s also a special order window due to size and that I would have to get a price and order it. She was very adamant and said “ just order it, I want that A/C out and window in it’s place” I received no money toward this window nor did I have a signed addendum to current contract of the door. Also on this day, she asked me to replace a steel post to front porch with something different. I suggested a wood post and possibly wrapping the post with lumber and painted. She stated, just do it, “ it’s and eye sore “

  8/6 Mrs ****** was sent the receipt due to her request of wanting to know when the door would be in at said lumberyard. On this day, she was aggravated with me of the lengthy time to get the door in, and on this day, through text message, she was looking for other “ ideas” insinuating that she may not want this special order door… after it has the order had bern placed. Possibly leaving me with a $1625.12 French door if I refunded her payment. In a professional manner just suggested that we need to be patient. And that the receipt says that the estimated date of delivery to lumber yard is 8/26

  8/27 Myself and 2 of my employees, met at ********* in Shamrock, and asked for the door to be delivered by *********. Myself and 2 employees along with 2 delivery employees of ********* delivered said door.

  9/2 and 9/3 Door was installed and discovered during the removal of old sliding glass door that the structural band board had rotted due to old door leaking and had to gather material to fix this issue to further complete the door. Also pointed out that the brick was not tied to house and that the brick was also not square to door opening and would require additional time and material..  all while both Mr and Mrs ****** were present, I also explained to them both that I was getting the window out of my shop that she wanted installed and while loading it, I dropped the window cracking the vinyl and would have to order another, at my cost. Mrs ****** paid me the additional cost of door installation that I stated to her and additional service cost of installing window would be due when we install it. On this day she paid the contracted service cost, additional material cost and the cost of the window 

  9/5 Mrs ****** text me with a personal complaint. Stating that during our time of installing the door, we had made fun of her terminally ill husband, by laughing at him. I addressed this complaint with her and stated that during installation of the French door, we were laughing with him, not at him, due to her opening the door we were installing and screaming at him “ ******, bring me your phone NOW!!!!” And that in no way would we be unprofessional and laugh at a customer 

  9/10 I got a text from Mrs ****** asking about the second window delivery date 

  9/20 I got a text from Mrs ****** asking for the money back on the window. And in a text message I told her that I could bring her the money for the window or I could drop it off and she can find another contractor to install it. She got very rude, and I just text her back and stated that I would have to delivered to her residence 

  after this experience with this homeowner and the brigade of text and in person conversations, I just do not feel as if I should enter this property of Mrs ****** due to liability of myself or my employees, due to the lack of trust that this homeowner has given me or to my employee on and after the installation of the door. Things said by Mrs ****** on the installation of this door made the situation very uncomfortable about how she had complained about many other contractors and one of them being local and how she wanted her money back from them. 
  
  I did not receive a phone from her or a text from her, nor a text from her husband ****** or a phone call about said door.

  Break down of cost for Door

  french door $1625.12 with estimated materials needed totaling $1816.57

  service cost of installation $800

  Additional material needed for installation due to unforeseen damage under sliding glass door and addition sealants and exterior trim $221.76

  Did not charge for the wood post at front porch simply because I had one in my garage 

  Window Cost $231.31

  Didn't even charge her the full amount for additional service cost over the $800 I. Which would have totaled $525.00 due to the constant pressure of verbally complaining about her husband having terminal cancer.

  She is asking for a full refund, and my services to her has been very professional and direct and I fulfilled my contract. And due to the faulty brick exterior, she was made aware that there could be a potential problem with the door installation and that I can not give a warranty on the installation that only the manufacturer would honor a warranty on the door itself 

  I will not refund any amount of money to this customer for the reason of the contract have been honored and my services were professional 

  please note that this complaint by ****** ****** is not from him, by in his name from his wife because she has been the main contact in the whole duration 

  Customer Answer

  Date: 12/13/2024

  I am rejecting this response because:Well, Mr. ****** told a lot of lies obviously.  I don’t know where he gets the information that mr, ****** has terminal cancer.  He doesn’t have cancer at all. 
  He did in fact have a one year installation warranty written on his paper that I sent to you along with the payments. 
  I didn’t ask for a refund through you. I asked for this terrible job to be fixed. 
  I treated him with respect.  We’re done with this person. 
  For anyone reading this, my advice is don’t hire this person.