John H Myers and Sons

We installed a *** exterior door for this consumer in The exterior door with a wood edge has experienced weather damageAccording to ***'s Website, exterior doors with wood edge are warrantied up to yearsMyers attempted to patch the slab in and made other minor repairs
earlier this year to this Consumer's door to extend its life at no charge.The warranty that the customer reflects in the Complaint is for "***' Windows & DoorsThe customer purchased a *** door, which is covered under ***'s warranty provisionsWe attempted to file awarranty claim with *** on behalf of this consumerWe were informed that thisdoor is no longer towered by *** Warranty provisions.Sincerely,Jared R*** *** *** ***

We installed a *** exterior door for this consumer in The exterior door with a wood edge has experienced weather damageAccording to ***'s Website, exterior doors with wood edge are warrantied up to yearsMyers attempted to patch the slab in and made other minor repairs
earlier this year to this Consumer's door to extend its life at no charge.The warranty that the customer reflects in the Complaint is for "***' Windows & DoorsThe customer purchased a *** door, which is covered under ***'s warranty provisionsWe attempted to file awarranty claim with *** on behalf of this consumerWe were informed that thisdoor is no longer towered by *** Warranty provisions.Sincerely,Jared R*** *** *** ***

*** *** *** ***
*** *** *** ** *** ** *** **
*** *** *** *** *** ***
*** ***
Attached is the info requested regarding my complaint with JH Myers:Contract - scanned copy attachedWarranty - actually yearsThe manufacturer was contacted by JH Myers and then by *** *** for a replacement doorBoth were told that since the door was not installed correctly, the *** *** *** was void.*** ***

[redacted]
[redacted]
[redacted]
[redacted]
Attached is the info requested regarding my complaint with JH Myers:Contract - scanned copy attachedWarranty - actually 25 yearsThe manufacturer was contacted by JH Myers and then by [redacted] for a replacement door. Both were told that since the door was not installed correctly, the [redacted] was void.[redacted]

Review: We first expressed concerns about our master shower leaking and causing water damage to the garage ceiling on 4/20/14. It is now 7/25/14 and only the demolition has taken place. The demolition that has occurred is not what was agreed upon.The worker now refuses to come to our home to finish the job after we allowed him to have a key to our home to ensure he could work on this repair with out having to work around our schedules. We were told on 5/14/14 that work would begin on our shower that week. On 6/16 we were assured they would be out to the house to begin work at 8 am which we advised would be great because we had to leave for work by 830 at the latest. They did not come until after we had left for work and then claimed they were there on time and had no idea why no one was home. They then claimed they called us to let us know they were there which did not actually happen. The behavior of this company has become antagonistic and unprofessional.Desired Settlement: We would like our issue to be handled with a high level of urgency, along with consistent proactive communication.

Business

Response:

August 08, 2014Dear [redacted],The installer worked on this repair Wednesday July 23, 2014, Friday July 25, Saturday July 26, Sunday July 27, Monday July 28, and finished the caulking Tuesday July 29. It is true that there was more demolition needed than previously thought. Upon removing the first course of tile and discovering that the walls were not waterproofed to our standards, the installer gutted the entire shower replacing the originally specified mud-set shower pan and cement board walls with an upgraded [redacted] shower base and [redacted] waterproofing membrane system. No expense was spared in replacing this ceramic tile shower unit.The builder and our [redacted] store manager will confirm the need for the extra preparation work. The customer seemed upset because of the additional time required to complete the extra work. We didn't want to trap moisture in the Substrate, causing future issues which were explained to the customer. It is a testimony to the relationship the installer has developed with our company that he would put his personal reservations aside to complete this repair.My sales professional agreed to meet the homeowners at their house to get the key so that the installer could start the demolition, The installer hoped to start early in case more work was required than expected, and out of consideration for the glass door company's schedule. He was told to meet the customer at the house at 8:30 am (not 8:00 am as stated in the complaint.) My sales person arrived on site at 8:20 am, but the homeowners were not present.We completed our portion of the work on Tuesday July 29, 2014. When we left the glass door needed to be reinstalled by the glass door company, touch up painting needed to be done and the garage ceiling needed to be patched and spot painted. The builder was in charge of scheduling that work and I can't confirm where this stands. According to the customer's stated desired outcome in the complaint, we have finished our portion of the job. This information is based on conversations with all parties' names above and my personal testing of the shower unit which originally authorized the repair.In dealing with construction projects, you can't always know what you will find until the demolition begins. Yes, this project took longer than originally planned, but the customer has a shower unit with one of the most advanced waterproofing system on the market and we believe the upgraded material and additional time invested will produce many years of satisfaction at no additional cost to the customer.Sincerely,