Ganser Company, Inc.

Review: The Ganser Company made unauthorized charges to our credit card.Desired Settlement: 1. An apology from the [redacted]) for not informing us that she forgot to charge tax at the point of the transaction, and what the correct amount that would be charged to our credit card.2. It should be noted on the service contract that taxes will be charged so that in cases like mine, it can be collected from the insurance company.

Business

Response:

Hello Mr. & Mrs. [redacted],We apologize for not informing you that your credit card was charged twice prior to the transaction being processed. Typically, the credit card would have been charged one time for $422.00 which would include the sales taxes. Instead, the transaction was split in two: $400.00 and $22.00 (service+ sales tax). We also apologize for any inconvenience that this may have caused you. Please let us know if you have further questions or we may be of further assistance to you.Thank you,[redacted]

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

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

I strongly recommend that you consider other companies. If you choose to purchase services from Ganser, you should get absolutely everything in writing in the contract and have a lawyer review it.
They were careless and disorganized
- We were promised all work would be completed 2 months after contract signing. Instead, it took 7 months.
- A subcontractor informed us that Ganser uses the same password for each key lockbox, which is how they access your house.
- We found an open razor blade next to our baby daughter’s bathtub
- They put drywall over a live plug socket
- They did not measure our mirrors correctly. As a result, they simply changed the plan without consulting us and put up 1 mirror instead of two
- They did not measure the cabinets correctly and had to reorder new custom cabinets
- Proper lead removal procedures were not followed exposing our entire house to lead dust
- They did not pull building permits with the city
- They never provided us with a schedule of work, so we had no idea when they were going to show up at our house.
- We had subcontractors contacting us after the project was complete looking for payment. Apparently, Ganser company never paid them.
- The wrong shower valve was installed. They had to break apart the drywall to replace it
- The shower door leaked for months after the project was complete
- Emails and calls went unanswered for weeks at a time
- The tile pattern in the bathroom was not what we designed
- Bathroom lighting was changed from what we designed without consulting us
They were dishonest and arrogant
- Their production manager yelled and swore at my wife and I repeatedly
- When presented with our struggles, the owner of the company told me that it was time for me to “be an adult.”
- Despite the fact that we had multiple promises and commitments from the production manager and salesperson in writing, the owner told us he would honor none of them.

Ganser Company is BY FAR the most despicable and dishonorable company I’ve ever had the misfortune of having to deal with. My disgust with their service and the way they've treated my wife and family is truly visceral.
We were duped by their brand and flashy showroom and their claims of quality service and accountability. Here is our experience.
We signed a contract for window replacements in August, 2014, and put $11,000 down on the project. Emails from Ganser state the project would be finished (“at maximum”) in November. We knew nearly immediately things were being mismanaged, as we emailed and emailed and heard nothing from Ganser about our project until late October, when we learned we got a new project manager (our first was fired), who started yelling at my wife when trying to find out when the project would even begin, or if they could prove they even placed our order.
That project manager was fired, too. The agreement we signed with Ganser states that they will start the project within 90 days. Our third project manager, reached out to us and asked us to sign a change order 92 days after we signed the contract to extend their window to work on the project. We did, hoping for a fresh start. They said then they’d likely get started in December. That month comes and goes. My wife’s fed up, she’s washed her hands of dealing with Ganser. She feels like they aren’t treating the project fairly because she’s a woman. She asks me to deal with them from now on.
Fast forward to January 20, 2015 -- 5 months after we signed the contract. Ganser finally shows up and we learn then that they ordered the wrong French doors, and two of the windows Ganser ordered the manufacturer doesn’t even make. We’ll need to wait longer. In addition, Ganser removed one of our windows before realizing the new one was broken, so we had a piece of wood over one of our windows for more than a week in the freezing temperatures of Wisconsin winter. I am told by my project manager they’ll do something about my experience on the final bill.
On March 20th Ganser finally completes the project. Our two and a half month project took seven painful months -- more than half of a year.
Here is one of the most shameful actions of this whole debacle that really disgusts me. I have two 9 year old girls and a dog, who frequently play together in our yard. Ganser, who claims to be a family-friendly business, took no responsibility or showed a single sign of concern for my family's safety as I picked up and filled a grocery bag full of rusted nails, dangerous screws, sharp glass and shards of plastic siding I found all over the yard, just waiting to slice or puncture a paw or child’s foot.
No accountability, no responsibility.
I asked for a price adjustment, in recognition Ganser didn’t deliver the quality customer service or experience that I was paying for. I then learned I have a new project manager (my 3rd one had left the company), a brand-new employee who had been with the company for two weeks to discuss my displeasure. The poor kid took copious notes as I shared this story, and gave him my bag of glass, nails and shards for him to share with owner [redacted] as physical proof of the type of service I received.
Three days later I received a notice by Certified Mail that [redacted] intends to file a Claim for Lein on my house.
A truly revolting experience from start to finish, from August to March. I strongly urge my neighbors, friends, and others to look anywhere else if they want a company who will respect and treat them fairly, care for their safety and one which they can trust.

Review: Contract to install new windows with in 90 days was not honored. Contract was signed on 8/22/2014 for work to be started before 11/20/2014. We put down $9876.50 on 8/22/2014 (50%). We were told our job would start in 5-6 weeks. I contacted Ganser Co at end of september to see when the job would start and was told that our sale rep did not work for them anymore and our new rep would contact us. [redacted], the new sales rep called us and told us our job was pushed back to november due to severe cold and wet spring. I stated that this was never mentioned when we signed the agreement, later found out it was due to installation crew had quit the company a long with our sales rep. He stated we needed to sign a change order due to the weather issues. I refused and stated he could just refund our money as we did not want windows installed in winter. I then received a call from his manager [redacted] who agreed to give us a $1100 refund for the delay. [redacted] came and brought a change order to me and I had [redacted] put on the change order "customer will need to reapply for [redacted] loan & be approved" as our loan expires if the job is not complete before December 24, 2014. I then signed the change order. [redacted] called back later stating [redacted] did not like this wording and if we wanted the $1100 refund after the job was complete I needed to sign a new change order without this statement. I then said I was not signing any other orders and they can refund my money I put down for the job as they were in default as the job has not started.Desired Settlement: Return our money to us and we will go with another company for our windows.

Business

Response:

The statement that was provided to the Revdex.com is accurate. Upon completion of the job, [redacted] would receive an $1,100.00 credit and indicated it would be alright to install the windows in the winter. The portion [redacted] is not okay with is that we cannot guarantee his approval on financing for his project if he has to reapply for it. What he is asking us to do is not feasible. We go through a 3rd party lender. We have no control over who they approve and who they do not. We have tried to contact [redacted] about this. We still would like to offer him the credit indicated above and a solution to his financing. He has not returned our calls.

Consumer

Response: