Initial Business Response / [redacted] (1000, 7, 2015/03/04) */ Mr [redacted] was unaware the we were already trying to find him a solution to install a mail slot in his storm door when he filed his claimEven though it was never in the contract to install one he said that he spoke to the salesman and wanted oneMr [redacted] understands that this claim should have never been filed and he is going to retract itWe have since installed a mail slot for him and he couldn't be happier This comes down to we do everything off the contract and with the mail slot not being on the contract we had no idea he wanted one You should be receiving a call from Mr [redacted] very soon Initial Consumer Rebuttal / [redacted] (3000, 14, 2015/03/11) */ I am satisfied and the case can be closed
Thank you for a job well done All though ours was a fairly small job, we were made to feel like we were just as important as a job much larger Had a new roof after the storms and everyone was great to work with Would highly recommend them and we will when we have the money saved to do our bathroom
Yes this customer had a leak after we installed the roof.? We were called on December 23rd 2015? that she had water coming in her bedroom ceiling on the first floor.? We responded within an hour to inspect it for her.? After inspecting everything we found where the water was getting in behind her siding around a window on the second floor above the said room that had a leak.? We resealed the window and the siding for her.? I called after we had days of rain and she said that? the fix worked and she didn't have anymore water coming in.? The next time we hear from her was through the Revdex.com complaint that she filed on 9/20/2016.? After receiving the complaint I called and talked to her and set up a time to go out on 9/22/to look at the leak again.? After we inspected the interior the water damage looked the same as it did back in December of 2015.? The stain was still there and it didn't appear to get any larger? and it was not wet.? We went ahead and took off? all the siding on the second? floor above this room and installed? it properly (wasn't done correctly the first time by another company).? We installed the proper siding flashings and sealed everything up.? We did all this work at no charge to the customer.? This leak was caused by her vinyl siding and not the roof.? This? should not be a complaint against us because we didn't do the siding work for this customer but in good faith we fixed it for her at no charge.?
This is an unfortunate situation.? A new product to our company was utilized in this underdecking installation.? Dalco has diligently approached resolving this customer’s issue.? As stated in the timeline below, our efforts lead us to a better manufactured product (please note other product will never be utilized by Dalco again).? All expenses were absorbed by our company with no cost to the customer for a complete new installation.? ? The property losses that were incurred by the customer have been turned over to our insurance company to resolve.? Dalco stands behind our reputation to be aggressive in customer service issues and sincerely feel we have responded to this customer’s needsOn 9/1/2014? ? ? ? Dumpster was delivered and project was started.? As stated in customers complaint the deck was NOT torn off for months before work began.? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? On 9/30/2014? ? ? ? Dalco completed a deck remodel and dryspace underdecking for customerOn 6/22/? ? ? Customer contacted us to report an issue with the dryspace underdecking system On 6/25/2015? ? ? Went to customers home to discuss issueOn 7/31/2015? ? Adjustments were made to the product to resolve issueOn 4/27/2016? ? Customer contacted us stating that she was having issues with the dryspace ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? underdecking again.? ? On 5/12/2016? ? Went to customers home to discuss issue? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? After weeks of talking with the manufacturer of the dryspace product (Timbertech), we got nowhere.? Another manufacturer’s product came highly recommended and we had the new product installed by Raintight at our expense with no cost to the customer.? ? On 9/23/2016? ? The new product was installed? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? At this point, Dalco advised the customer we would also help her recoup her losses that she incurred with damaged items that were under the deck.? ? On 9/26/2016? ? Dalco began several attempts to reach customer.? Contact was finally made 11/7/? On 11/10/Dalco filed a claim with our insurance company on the behalf of our customer for the losses that the customer has incurred.? Insurance company has been in contact with her to work on settling the claim
Complaint: [redacted] I am not rejecting or accepting this response because: this is NOT warranty work , it was never done right in the first placeI did talk to the owner and the are coming on 11/to try and fix the problemsWon`t know till then if it is done right and taken care of Sincerely, [redacted] ***
I signed a contract with Dalco for a "one-day" job to remove the tub in my master bath and put in a washowerThe workers came on the day plannedThey did the bulk of the work and stopped at about 3:The workers told me that they rarely, if ever, finish a job such as mine in one dayThat was ok with me...I had planned in advance for the workers to come back on the next work dayHowever on that day, no one showed up and no one called me I finally called the office and was told the two workers for my job had called in sick, but I was assured two men would come the next day to finish the job Those men did come the next day and worked for about hoursWhen they said they were finished, I looked at the work and found it to be improperly installed--when I asked why they had left the work like that, they said the company had sent the wrong parts for the job When I asked why they installed the wrong parts, they said they were told to finish the job that day! I asked them if they would want my shower in their house and they said NO! So new parts were ordered and days later I was told a worker would be out to finish the job at around 1:in the afternoon He arrived at 5, looked the job over and said he could not finish because he did not have the proper equipmentHe did work for two hours and did some of the work So another part had to be ordered and days later the same worker arrived on time and finished my jobHe was very thorough and was the only person from that company that seemed to care that my job was so poorly done and had taken so longSo on July 18, July 22, July and August 6, my ONE DAY bathroom was done! I called my salesman the day the workers did not show--I thought he might have an interest in my job I was wrong--he never called me once to inquire about the job or my satisfaction Seems once he had the signed contract, he was no longer interestedI would suggest to the company that they improve their customer service in that regard I do love my new shower It's just a shame a company like Dalco could not handle such a small job as mine in a more efficient and timely manner
I wish to express my appreciation and recommendation to the employees at Dalco Roofing We had them replace our roof eleven years agoWe noticed a leak about two feet up from the edge of sun porch roof I called the company and they sent out a man who could have easily persuaded us to pay for repairs He found that the gutter was clogged and cleaned at no cost I will recommended this company to all my friend
changed our windows and doorsJohn C came out and gave us a review and estimate, very professional They started the project in a few weeks., and was done in a clean professional mannerVery satisfied, highly recommend
This is an unfortunate situation A new product to our company was utilized in this underdecking installation Dalco has diligently approached resolving this customer’s issue As stated in the timeline below, our efforts lead us to a better manufactured product (please note other product will never be utilized by Dalco again) All expenses were absorbed by our company with no cost to the customer for a complete new installation The property losses that were incurred by the customer have been turned over to our insurance company to resolve Dalco stands behind our reputation to be aggressive in customer service issues and sincerely feel we have responded to this customer’s needsOn 9/1/ Dumpster was delivered and project was started As stated in customers complaint the deck was NOT torn off for months before work began On 9/30/ Dalco completed a deck remodel and dryspace underdecking for customerOn 6/22/ Customer contacted us to report an issue with the dryspace underdecking systemOn 6/25/ Went to customers home to discuss issueOn 7/31/ Adjustments were made to the product to resolve issueOn 4/27/ Customer contacted us stating that she was having issues with the dryspace underdecking again On 5/12/ Went to customers home to discuss issue After weeks of talking with the manufacturer of the dryspace product (Timbertech), we got nowhere Another manufacturer’s product came highly recommended and we had the new product installed by Raintight at our expense with no cost to the customer On 9/23/ The new product was installed At this point, Dalco advised the customer we would also help her recoup her losses that she incurred with damaged items that were under the deck On 9/26/ Dalco began several attempts to reach customer Contact was finally made 11/7/ On 11/10/Dalco filed a claim with our insurance company on the behalf of our customer for the losses that the customer has incurred Insurance company has been in contact with her to work on settling the claim
Mr. [redacted] has had a conversation with our company owner and they have reached an agreement to have us come in a complete the warranty repair as described in our letter of previous date. The material for this work is on the way in and we expect arrival anytime and Mr. [redacted] will be contacted to... set a time to have this work done.
On the recommendation of our daughter who had two very satisfactory experiences with Dalco, we ordered replacement windows from them in January of this year They were substantially less expensive than any of the other firms we talked with and the windows appeared to be very well constructed A visit from an installer followed to get the measurements and we were told that the windows would be built at their factory within the next weeks Everything went as expected until the installation, when it was discovered that one of the windows was measured incorrectly The installer immediately ordered a new window with the correct measurements on a rush basis and said we would be called to schedule the installation date of the remaining windowWe were NOT called So when days went by with no call we had to call them to check We had been given no timeline, but a week seemed like more than enough time to make one window to correct a problem that Dalco created We were then informed that the earliest it would arrive would be late the following week and we would be called then to set the installation date Again we were NOT calledThat time came and went and again we received no phone call, so we called again By this time three weeks had passed since the original installation During that call we were eventually informed that the window had arrived the previous Thursday, but we had not been notified We will finally get our window installed next week We felt we were owed some consideration for the inconvenience; not just the additional installation appointment that was needed due to their error, but for the poor communication and customer service after it occurredWhen asked by our salesman what it would take to make us happy, we said that a $discount from the bill seemed fair The reduction in the bill was refused and we were offered a $restaurant card instead A subsequent conversation with the owner, though pleasant and respectful, produced the same result Would we recommend Dalco? Probably, but with reservation because of the poor customer service Dalco’s product is everything they say it is, but the best way to measure a company is not just by the things they do right, but also by how they react when they do something wrong
Initial Business Response / [redacted] (1000, 7, 2015/03/04) */ Mr [redacted] was unaware the we were already trying to find him a solution to install a mail slot in his storm door when he filed his claimEven though it was never in the contract to install one he said that he spoke to the salesman and wanted oneMr [redacted] understands that this claim should have never been filed and he is going to retract itWe have since installed a mail slot for him and he couldn't be happier This comes down to we do everything off the contract and with the mail slot not being on the contract we had no idea he wanted one You should be receiving a call from Mr [redacted] very soon Initial Consumer Rebuttal / [redacted] (3000, 14, 2015/03/11) */ I am satisfied and the case can be closed
Thank you for a job well done All though ours was a fairly small job, we were made to feel like we were just as important as a job much larger Had a new roof after the storms and everyone was great to work with Would highly recommend them and we will when we have the money saved to do our bathroom
Yes this customer had a leak after we installed the roof.? We were called on December 23rd 2015? that she had water coming in her bedroom ceiling on the first floor.? We responded within an hour to inspect it for her.? After inspecting everything we found where the water was getting in behind her siding around a window on the second floor above the said room that had a leak.? We resealed the window and the siding for her.? I called after we had days of rain and she said that? the fix worked and she didn't have anymore water coming in.? The next time we hear from her was through the Revdex.com complaint that she filed on 9/20/2016.? After receiving the complaint I called and talked to her and set up a time to go out on 9/22/to look at the leak again.? After we inspected the interior the water damage looked the same as it did back in December of 2015.? The stain was still there and it didn't appear to get any larger? and it was not wet.? We went ahead and took off? all the siding on the second? floor above this room and installed? it properly (wasn't done correctly the first time by another company).? We installed the proper siding flashings and sealed everything up.? We did all this work at no charge to the customer.? This leak was caused by her vinyl siding and not the roof.? This? should not be a complaint against us because we didn't do the siding work for this customer but in good faith we fixed it for her at no charge.?
This is an unfortunate situation.? A new product to our company was utilized in this underdecking installation.? Dalco has diligently approached resolving this customer’s issue.? As stated in the timeline below, our efforts lead us to a better manufactured product (please note other product will never be utilized by Dalco again).? All expenses were absorbed by our company with no cost to the customer for a complete new installation.? ? The property losses that were incurred by the customer have been turned over to our insurance company to resolve.? Dalco stands behind our reputation to be aggressive in customer service issues and sincerely feel we have responded to this customer’s needsOn 9/1/2014? ? ? ? Dumpster was delivered and project was started.? As stated in customers complaint the deck was NOT torn off for months before work began.? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? On 9/30/2014? ? ? ? Dalco completed a deck remodel and dryspace underdecking for customerOn 6/22/? ? ? Customer contacted us to report an issue with the dryspace underdecking system On 6/25/2015? ? ? Went to customers home to discuss issueOn 7/31/2015? ? Adjustments were made to the product to resolve issueOn 4/27/2016? ? Customer contacted us stating that she was having issues with the dryspace ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? underdecking again.? ? On 5/12/2016? ? Went to customers home to discuss issue? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? After weeks of talking with the manufacturer of the dryspace product (Timbertech), we got nowhere.? Another manufacturer’s product came highly recommended and we had the new product installed by Raintight at our expense with no cost to the customer.? ? On 9/23/2016? ? The new product was installed? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? At this point, Dalco advised the customer we would also help her recoup her losses that she incurred with damaged items that were under the deck.? ? On 9/26/2016? ? Dalco began several attempts to reach customer.? Contact was finally made 11/7/? On 11/10/Dalco filed a claim with our insurance company on the behalf of our customer for the losses that the customer has incurred.? Insurance company has been in contact with her to work on settling the claim
Complaint: [redacted] I am not rejecting or accepting this response because: this is NOT warranty work , it was never done right in the first placeI did talk to the owner and the are coming on 11/to try and fix the problemsWon`t know till then if it is done right and taken care of Sincerely, [redacted] ***
I signed a contract with Dalco for a "one-day" job to remove the tub in my master bath and put in a washowerThe workers came on the day plannedThey did the bulk of the work and stopped at about 3:The workers told me that they rarely, if ever, finish a job such as mine in one dayThat was ok with me...I had planned in advance for the workers to come back on the next work dayHowever on that day, no one showed up and no one called me I finally called the office and was told the two workers for my job had called in sick, but I was assured two men would come the next day to finish the job Those men did come the next day and worked for about hoursWhen they said they were finished, I looked at the work and found it to be improperly installed--when I asked why they had left the work like that, they said the company had sent the wrong parts for the job When I asked why they installed the wrong parts, they said they were told to finish the job that day! I asked them if they would want my shower in their house and they said NO! So new parts were ordered and days later I was told a worker would be out to finish the job at around 1:in the afternoon He arrived at 5, looked the job over and said he could not finish because he did not have the proper equipmentHe did work for two hours and did some of the work So another part had to be ordered and days later the same worker arrived on time and finished my jobHe was very thorough and was the only person from that company that seemed to care that my job was so poorly done and had taken so longSo on July 18, July 22, July and August 6, my ONE DAY bathroom was done! I called my salesman the day the workers did not show--I thought he might have an interest in my job I was wrong--he never called me once to inquire about the job or my satisfaction Seems once he had the signed contract, he was no longer interestedI would suggest to the company that they improve their customer service in that regard I do love my new shower It's just a shame a company like Dalco could not handle such a small job as mine in a more efficient and timely manner
I wish to express my appreciation and recommendation to the employees at Dalco Roofing We had them replace our roof eleven years agoWe noticed a leak about two feet up from the edge of sun porch roof I called the company and they sent out a man who could have easily persuaded us to pay for repairs He found that the gutter was clogged and cleaned at no cost I will recommended this company to all my friend
changed our windows and doorsJohn C came out and gave us a review and estimate, very professional They started the project in a few weeks., and was done in a clean professional mannerVery satisfied, highly recommend
This is an unfortunate situation A new product to our company was utilized in this underdecking installation Dalco has diligently approached resolving this customer’s issue As stated in the timeline below, our efforts lead us to a better manufactured product (please note other product will never be utilized by Dalco again) All expenses were absorbed by our company with no cost to the customer for a complete new installation The property losses that were incurred by the customer have been turned over to our insurance company to resolve Dalco stands behind our reputation to be aggressive in customer service issues and sincerely feel we have responded to this customer’s needsOn 9/1/ Dumpster was delivered and project was started As stated in customers complaint the deck was NOT torn off for months before work began On 9/30/ Dalco completed a deck remodel and dryspace underdecking for customerOn 6/22/ Customer contacted us to report an issue with the dryspace underdecking systemOn 6/25/ Went to customers home to discuss issueOn 7/31/ Adjustments were made to the product to resolve issueOn 4/27/ Customer contacted us stating that she was having issues with the dryspace underdecking again On 5/12/ Went to customers home to discuss issue After weeks of talking with the manufacturer of the dryspace product (Timbertech), we got nowhere Another manufacturer’s product came highly recommended and we had the new product installed by Raintight at our expense with no cost to the customer On 9/23/ The new product was installed At this point, Dalco advised the customer we would also help her recoup her losses that she incurred with damaged items that were under the deck On 9/26/ Dalco began several attempts to reach customer Contact was finally made 11/7/ On 11/10/Dalco filed a claim with our insurance company on the behalf of our customer for the losses that the customer has incurred Insurance company has been in contact with her to work on settling the claim
Mr. [redacted] has had a conversation with our company owner and they have reached an agreement to have us come in a complete the warranty repair as described in our letter of previous date. The material for this work is on the way in and we expect arrival anytime and Mr. [redacted] will be contacted to... set a time to have this work done.
On the recommendation of our daughter who had two very satisfactory experiences with Dalco, we ordered replacement windows from them in January of this year They were substantially less expensive than any of the other firms we talked with and the windows appeared to be very well constructed A visit from an installer followed to get the measurements and we were told that the windows would be built at their factory within the next weeks Everything went as expected until the installation, when it was discovered that one of the windows was measured incorrectly The installer immediately ordered a new window with the correct measurements on a rush basis and said we would be called to schedule the installation date of the remaining windowWe were NOT called So when days went by with no call we had to call them to check We had been given no timeline, but a week seemed like more than enough time to make one window to correct a problem that Dalco created We were then informed that the earliest it would arrive would be late the following week and we would be called then to set the installation date Again we were NOT calledThat time came and went and again we received no phone call, so we called again By this time three weeks had passed since the original installation During that call we were eventually informed that the window had arrived the previous Thursday, but we had not been notified We will finally get our window installed next week We felt we were owed some consideration for the inconvenience; not just the additional installation appointment that was needed due to their error, but for the poor communication and customer service after it occurredWhen asked by our salesman what it would take to make us happy, we said that a $discount from the bill seemed fair The reduction in the bill was refused and we were offered a $restaurant card instead A subsequent conversation with the owner, though pleasant and respectful, produced the same result Would we recommend Dalco? Probably, but with reservation because of the poor customer service Dalco’s product is everything they say it is, but the best way to measure a company is not just by the things they do right, but also by how they react when they do something wrong