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Exterior Guru, LLC

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Reviews Exterior Guru, LLC

Exterior Guru, LLC Reviews (2)

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Thank you for contacting us regarding a complaint against the company. I take these serious as I value doing the right thing. Importantly, during the main timeframe of this project, there was a problem with our phones as we were in the process of moving offices. We resolved the phone issue, but it...

did impact our communication with this customer. Since we resolved the phone issue, we have been in constant communication with the customer and have resolved all her concerns to her satisfaction. As part of this, we reduced her contract by 12.3% due to the inconvenience, repair work she completed herself, and understandable frustrations. We have responded to each bulleted complaint in her statement below. For clarity, her unit is part of a large complex. We were doing a major remodel on the entire complex, and at the same time, we were replacing windows in many of the individual units per each homeowner’s request. ·        A 6-foot-long score in my hardwood floors. The score was a scuff on the surface layer wax, not a gouge in the wood.When discussing it with the homeowner, we offered to repair this. The customer said she would buff it out herself as it was so minor. We provided a reduction in contract price for this work. ·        Trash, broken wood, and springs all over the floors and heating vents (I sliced open my hand trying to get one of the springs out of my heating vent). That evening (the same day we installed the windows), our project manager visited after being contacted by the customer. When he arrived, everything had been cleaned. He apologized that she had to clean and that she had a small nick in her hand from having to fish out the spring. This was taken into consideration when we provided a reduction in contract price. ·        The kitchen and bathroom window had not been replaced. This was indeed missed when measuring the windows originally, but they have now been installed. ·        My windowsills on the interior had all been broken. This also applies to bullet eight. They were not broken, but the paint had been chipped off. The customer repaired this, and we provided a large reduction in her contract price. ·        One of the windows in my bedroom does not work. The next day I got a call from Exterior Guru saying that they forgot to measure the bathroom and kitchen window and would come back to do that. They also said they had installed the wrong windows on the first floor and need to come back to remove them and put in the different ones. The installer had two jobs that day in the same complex and accidentally called the wrong address (as mentioned before, this was part of a large renovation project and these two addresses were right next to each other). This was a mistake and has been corrected. ·        They never gave me a time or day to come back and did not return my calls regarding coming back. My neighbor let me know they showed up mid-day the next week and were trying to find a way onto my house, left upset that they could not get inside. This behavior is completely unacceptable. We have reprimanded the installer, pulled him from the job, and trained him on the proper process. ·        I called them several more times – they finally came back to remove the windows and install the kitchen and bathroom window. It has been very difficult for customers as lead times for windows have increased dramatically due to the volume of damage from this summers’ hail storm. These lead times are often unpredictable and change frequently. We were waiting on the window delivery, and we installed them promptly upon receipt. As mentioned previously, there were communication issues due to our phones being down. This has been resolved and a reduction in contract price was applied. ·        I had to plaster, sand and repaint all my windowsills that were broken during the initial install. This also applies to bullet four. As the customer fixed her damaged sills, we provided a large reduction in her contract price. ·        They left huge piles of trash, including food waste, empty water bottles, metal and vinyl scraps all over the front of my home. It was so much trash I filled my trash can 2 weeks in a row while cleaning up after them. Small amounts of trash over several weeks are common on such large renovation projects. The piles referred to by the customer were the building complex staging areas that were designated for completing the job. We thanked the customer for cleaning. ·       The window in my bedroom still does not work. The window came in from the manufacturer with a malfunctioning lock. It has been repaired and is now working properly.·        After the second installation on the 1st floor windows the blinds in the living room were installed backwards and are near impossible to open and close without crawling under the curtains. This was a unique situation. There were two adjacent windows, and the blinds were installed per industry standard (with the cords hanging on the outer edge). Due to personal preference, she wanted them on the inside edge. When we learned of this, we went back and installed them according to her preference.Thank you for your review of this. Please do not hesitate to contact me with any questions or clarifications.All the best,[redacted]

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Address: 5680 W. 129th Ave, Wheat Ridge, Colorado, United States, 80214

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