Dick's Sporting Goods, Inc

To start off with the dispute amount of $2750 is way off.  The labor rate of $100 is correct but typically takes about an hour and a half to do a window and two hours to do a normal door in three hours to do a door into brick and mortar. So even if we had to pay the labor on both...

doors that would only be $400 in labor and for sure there is nothing wrong with one door and my guys tell me there’s really nothing wrong with the other door either other then it came apart from the house and the doors were only $375 each. I had received a phone call in December right before Christmas that there was an issue with one of the doors and I did inform the salesman of the job that we would try to get out there that week but it was extremely cold negative windchill’s and if we cannot get to it that week for sure no one was working between Christmas and New Year’s we would have to get to it after New Year’s as soon as it was a little warmer out. The very first day after New Year’s that was above 20° was Sunday and I sent a guy out there to repair the door and the door was no longer on the frame they had removed it and set it somewhere else so I had him put extra screws in the frame as the homeowner requested. And we told the homeowner if they put the door install the door back on and complete the job. I am very willing to resolve this issue by sending my handyman out there to fix this job but the homeowner has notified me that she is not sure if she wants any  of our guys out there to fix the job. We have done everything from the beginning of this job to try to make this homeowner satisfied there are just some homeowners out there that you cannot satisfy that are not completely happy with everything. We have gone above and beyond and doing extra work at the house. After signing the contract we did the roof within two weeks after signing the contract which was in a timeframe we told the homeowners then we had told the homeowners that we would be there within two or four weeks to do the siding we did get backed up this summer we were busy like everyone else and it was I believe six weeks and it took us about a week to do the siding job then we ordered the gutters and those guys were out there within about two weeks which is in a time schedule we told them. This job did not take seven months. We did have to spend time negotiating with the insurance company and that took some time in the beginning and also we had to do extra work that was not on the contract to receive final payment. When we completed the job Janine had some complaints and I send my guys back right away to fix anything that she did not like. There was some very minor things that she wanted changed esthetically that we took care of. Or so we thought! Then she had a list of some more things I believe we had to go back one or two  more times. Hey sickly doing whatever we could to try to make the homeowner happy no matter what The extra time and expense to us. Also to get paid on this job their mortgage company came out and did an inspection and required more things done that were not on the contract to release their check. So as a favor just so we could get paid we did some extra siding on their shed and we power washed their metal shed building which I did not charge the homeowner for we just wanted to get paid and I had to leave at that time even if I asked for extra money I would be complicated and I just wanted to get done with the job and onto the next. So we have done everything to try to make this homeowner happy and they were happy for our year until this door issue. And like I had mentioned before I am willing to send a guy back there again to fix this door is a simple one hour project. Also this is not a warranty issue as one of my biggest arguments is this is not their normal Home it is a secondary home which makes me believe that door wasn’t blowing in the wind and was slamming in the wind and that’s what damaged the door. If this was their main residence they would have heard that instantly and went and close the door and there would be no issues. Also another issue is that’s how doors are installed is with nails there were approximately seven large finish nails just on that one side of the door and more nails on the other side. The homeowner wants them screwed in which we can do and will do and we did start doing that but we need the rest of the door so we can finish the job. Also this is how doors are installed is with nails all of your doors are just nailed to the frames of the house if you look at your doors. If you were to take the trim work off of any interior or exterior door what you would see his small pieces of wood in there called shims to square up the door and then they use a framing nail gun to nail the door into place and then Cover the nail holes with puddy and paint. Even large exterior doors are just nailed on the sides some exterior Doors do you have a spot where you can screw the bottoms of the doors now because 80% of the exterior doors are on top of concrete in the garage is or houses without basements on concrete pads or many entryways have tile flooring so there is a spot to put screws on the bottom of the door but still the sides of the door or just nailed on with finish nails or screws that you see on the hinges are very short screws they do not attached to anything except the frame. So this door was installed correctly and there has been many storms through the area since we install the door that can damage the door we have a workmanship warranty but we do not have a warranty against storm damage and the door has worked perfect for over year. I am currently in Florida working for hurricane Irma so I do not know the exact start dates and signing contract dates and exact dates when we did every portion of the job and when it was completed but I will be able to look that up when I’m back in Wisconsin. I can get one of my guys over there to work on that door again if the homeowner has the door out for us. Hopefully that has answered all your questions basically 4 or 5 key points in there that hopefully you understand customer renovations viewpoint on the project. Thank you and if you have any questions at all feel free to give me a call directly on my cell phone at ###-###-####Sent from my iPhone

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. I remain dissatisfied and reject the company’s response. In terms of the dispute, I am asking for the amount to fully replace two storm doors (two @ $375/each = $750), the labor and material costs to reframe AND reside around the exterior of the storm frames, and rehang the doors so that they work property.  The additional materials include wood, screws, and aluminum siding.  The time associated with performing the door tasks is approximately 20 hours. The owner indicates that $100 per hour is an accruate hourly rate, so the ask of $2000 to support the labor (20 hours) and additional materials (i.e., wood, screens, and aluminum siding) is reasonable.  The owner also indicated that $375 for each door is correct, so the ask for this amount is also reasonable.   Please keep in mind that one storm door completely fell off and the other does not fully close properly and “wiggles” in the frame.  It is only a matter of time before the second comprised door is taken by the wind and/or falls off the frame.   Unfortunately, the owner’s statement about doing additional work is completely inaccurate. I have a signed contract that very clearly states the scope of work and anticipated disbursement schedule. Because this was an insurance company claim, the lender held the money in escrow.  Each time the owner asked for a payment and the lender (mortgage company) came out to verify work – the requests were often denied. This is because the company failed to perform the work they “claimed” they had done each time.  I have the paperwork from the mortgage company for each payment request,which documents that the work the company indicated had been completed was not fully completed. Thus, the company had to come back to the property and address the incomplete work before a payment would be made.     In terms of leaving me satisfied each time the company perform worked, this is also inaccurate. The project manager provided almost no oversight on this $20,000 job.  Every time I was at my second home, I called to complain and the project manager sent a contractor back out to fix the problems.  I have pictures to prove the shoddy work, including using caulk to connect gutters and downspouts, absence of caulk around windows and door frames, absence of nails to hold down siding around window and garage door trim, incomplete screen replacements, incorrect re-staining of the deck (the stain is coming off now due to completing the work late in the year when it could not dry) etc. The pictures are plentiful and convey a very clear story – that this company supports incomplete and poor work, fails to provide project management, and works with contractors who are not well-qualified to perform construction/remodeling to industry standards.   I appreciate the owners comment that the property is a “second home” and that my not being there full time may have negatively affected my ability to monitor the door for wind damage – suggesting that perhaps suggesting I could have avoided the door disaster. I think this statement is a reach and an attempt to abdicate his responsibility.  I spend about half my time at the second home and have neighbors monitor the home, and the door falling off the frame was bound to happen.   On a final note, I would be remiss if I did share my concern about this company’s lack of communication and brazen behavior.  I have worked diligently to resolve the door issues since December 2017. I called the project manager and he said he would take care of it “right away.” That did not happen and I have been shifted from him to the owner, and even received a call from a contractor. I never got a clear response as to when someone would fix the doors. I got shuffled back and forth and each person was unaware of what I shared with the other. The process was ridiculous!   In anticipation that something magical would happen and the doors would be fixed, I  requested that any work on the doors could only  be performed when I was available. I made this request  clear in my communication with the project manager and in a voicemail message to the owner.  To reduce the potential for any miscommunication about my need to be available when work was performed, I placed a note on the home doors that indicated “no work may be performed without the owner present.” I was at my second home for three straight weeks (Dec 30, 2017 – Jan 17, 2017), leaving only for weekend day trips and running errands, and had significant availability.  When I returned from day trip on Sunday, January 7th, I found that the door frame had been screwed to the house.  The storm door, which was lying next to the door – covered with a tarp, was not rehung.  I was not informed by the project manager nor owner that a contractor would be performing work at the house.  The craftsmanship of the work was poor!  The contractor placed screws on top of the new aluminum siding and the storm door was not rehung. The second door that does not close properly and wiggles was not touched.  Additionally, the contractor left  a mess  - there we unused screws strewn about the deck (I have pictures to prove this too).  While the shoddy work did not surprise me, the act of ignoring my request that any work performed must be done so in my presence shocks me. Essentially, the contractor trespassed and this behavior was supported by the project manager and owner.  I called the owner the next day, leaving a message indicating that we needed to talk and someone had trespassed on my property. I received return call from the owner 8 days later – yes, 8 days, indicating that he sent one of his guys out there to fix the door.  He further indicated that his guys don’t work in winter and all of them are laid off – and his sending a guy out to my place went above and beyond what I should expect.  I told the owner that I have had enough of the lack of communication, shoddy work, inability to clean up their messes, and poor craftsmanship. I informed him that I had filed a complaint with Revdex.com and asked that Revdex.com mediate this situation.I am hoping that filing this complaint with Revdex.com, the owner see that my complaint is valid and will reimburse me $2750. If the owner is unwilling to reimburse me the $2750, I am happy to move this to the next level by filing a small claims action. The company’s owner should know, however, that if this is the route pursued, I will also request an additional $1000 to re-stain the deck. I have been reasonable with this company and given them more than enough opportunities to fix their errors. They have continued to disappoint. Further, as the owner stated, they do not work in winter, so it is unlikely any work will be performed. The absence of work during winter also conflicts with language in the contract that clearly states all work, materials, and craftsmanship is covered for 2-years. If the company does not work in winter, then the contract is inaccurate. I look forward to receiving the reimbursement in the amount of $2750.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.It appears the owner failed to read my responses. I am dissatisfied with the craftsmanship of the work performed so having them "fix the problems" is no longer an option. I have given the owner ample changes to address the problems (note there are two doors that need fixing) and he failed. He ignored me for a month - and then trespassed my property, leaving a complete mess after trying [unsuccessfully] to address part of the issues. The owner demonstrated that he does not respect me, my time, or home by ignoring my request that I be home when they attempt to address the problems. Further, the owner clearly stated that he and his team do NOT work in winter, so even if his company's craftsmanship was acceptable - there is no opportunity to get this resolved in the near future.I need to hire a new contractor who demonstrates quality craftsmanship, cleans up after him/herself and does not leave materials strewn about my property. The has dragged on long enough - and I would respectfully request payment in the amount originally requested. If we cannot resolve this by 2/23/2017, I will file a small claims action.   
Regards,
[redacted]