Gateway Residential Remodeling

We must have our wires crossed with Mr [redacted] I received an email from him in August of last year with pictures of the cracked boards, which all looked within the rangeI sent a response to Mr [redacted] myself, but have received no further communication from him personallyWe typically don't do non-emergency services in the winter, so he has received the right communication from ***, but both she and I thought this had been properly addressedI'd be happy to come out and see Mr [redacted] 's deck myselfI agree with his statement that he shouldn't be unhappy with his project, so a personal visit is the right next stepI will have the office call Mr [redacted] immediately so I can determine whether we did in fact receive a few bad pieces of wood or his wood is within the range

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] Talked with office personnel and I now have an appointment on Tuesday January at 9:to 9:arrival to install my (two) windows I can't wait to have this off my plate after (eight) months of waiting Thanks for your help in this matter

I suppose that fairly frequent contact is up to interpretation, so I apologize if our definitions are not the samePlainly, both our office staff were so jarred and upset after speaking to Mr [redacted] that I had to handle communication from there forwardI explained to Mr [redacted] that I ordered a pet screen and a new door handle, which were in fact wrong, and I should have those items very soonThe slide on his original contract, measure and door receipt are all left to rightI offered to replace Mr [redacted] ’s door or give him a rebate if he actually wanted a right to left slide, which I thought of as an olive branchObviously, we did not pick up this door from [redacted] The products that we offer through our supplier are made special for us, with a premium glass package and special insulationThe stats (including the u-value, air infiltration and heat gain coefficient) are provided to all customers, making it easy to differentiate from builder’s grade productsWe have received nothing but rave reviews about the performance of our windows and doorsThough I am resistant to being bullied into a discount, I would be relieved and happy to find a solutionI will start by getting the right screen and handle along with again offering a make-good for the misunderstanding on the slideIf there is another opportunity to restore Mr [redacted] ’s faith in this product, I will gladly do so

As of late last week, I believe we have addressed all of the concerns with the porch and made all necessary repairsOur installer mentioned that our client was pleased with all of the repairs and said that it was what she had wanted all alongI certainly do not want my client to feel as though I am calling her anything, especially not a liarI was simply referring to the point at which I discovered she was unhappy with the original service and installation that was completed in SeptemberIt wasn’t until I received a phone call from a friend of hers in October that I realized she was still unhappy.I have reached out to our client to make sure we’ve addressed all concerns but have not heard backA full refund at this point is not possible, but I would be happy to meet her to discuss a discount on the original project considering how long it took to completeI’m sure we will be able to come to a fair agreement

Complaint: [redacted] I am rejecting this response because:Apparently wires do continue to be crossed Our original contract date was April 11, 2017, as per the contract copies we provided the Revdex.comWe were told by both the installer and business' office that the door had not been ordered, not that it was broken, or had ever been in the business' hands It is a standard patio door size, not custom, which makes us wonder why it has taken since June to get a replacement, when one can be acquired from any big box store at any time and installed, of similar quality We were very concerned at the time for the health of the subcontractor who broke the window We encouraged him multiple times to go to the emergency room, but he refusedWe were not entirely comfortable with his choice, but that was his decisionNo safety precautions were apparently taken by the company (ladder jacks?) which would have prevented accidents and possible injury We were told by their office that they "hoped" to have a truck by August 14, but there was no guarantee that our items would be in that deliveryAs of today, we are still open-ended with no firm delivery/installation date forthcomingOur position with the original complaint with the Revdex.com remains unchanged, as the status of our installation also remains unchanged Sincerely, *** & [redacted]

Complaint: [redacted] I am rejecting this response because:Yes at the beginning I did have a personal emergency in my family My mother was in the hospital for over days and then passed That was in September Since then I have contacted them numerous times to get this resolved The first time that they wanted to come out the weather was below freezing and I do not believe that is a good time to do outside concrete workSo I requested that they come back to me in March I did not get further contact from them until the summer of A gentleman did come out to look at the issue and said he would call to schedule He never called back I have tried to call their office and many times it appears that their listed number is disconnected Their response to my complaint is disappointing It sounds like I'm at fault that the work was never performed or completed Again I recently called their office number and it said it was disconnectedI was able to connect with them on [redacted] and they have called me numerous times to meet I have called them back and agreed to meet with them They have yet to call back to confirm and date and time Sincerely, [redacted]

I am very disappointed to hear about any customer having a bad experience with usFor this specific project, we have been through a lot of back and forth with our installers and our production departmentI can understand Mr***’s frustration as it has been equally frustrating for usOur roofer has been back to replace shingles, as Mr [redacted] s*d, and our gutter installer has been back a number of times to adjust and perfect, which is highly unusual for Kevin.We sent our roof installer to see Mr [redacted] again on July 14th to address all the issuesWhile it seems like some of the issues have been cleared up, like why we would have used pressed wood or the function the staples were serving, I’m still concerned about the overall look of this jobI have left Mr [redacted] a message to come see it myself and work through any remaining issuesI am completely confident that I’ll be able to produce a final product of which we both can be proud [redacted] President, Gateway Residential Remodeling

This complaint is a little puzzling to me as the experience I had managing this project was much differentWe have been ready at several points to take care of this simple project for Mrs [redacted] , but she put us off for a year, possibly more, due to a personal issueSince we’re a family owned business, I am very understanding of family matters interrupting life and we agreed to wait until those issues had been resolvedWhen she was ready to be put back into production, we had many projects in our concrete queue but were happy to add her back inI have not heard from her personally in some time and since receiving this complaint we have tried to contact her many times with no successI am disappointed to hear she is unhappy and would like to fix it immediatelyI’d be happy to meet with Mrs [redacted] and work together to get her project done

It seems that we've had some trouble communicating with Mr [redacted] as wellOur production team was unable to reach him for more than a month for the initial measure, but we have now rescheduled him with a different team and are waiting for confirmation of the appointmentOur phone is in working order, but I will certainly reach out to Mr [redacted] with an alternate phone number, email and my contact information in case there is any more communication issuesGlad this is already on its way to being resolved

This is another situation that was exacerbated by our phone line problemWe have talked to Ms [redacted] and cleared up the miscommunicationWe have also let her know that her windows are expected to be here on our next deliveryShe is clear that we're moving forward and we are all looking forward to seeing the finished product!

It seems that there is some misinformation here that can be very easily cleared up by an in person meetingWe had one set with Ms*** to clear up her frustration, but she was unable to meetObviously as a fellow small business owner, we understand that things happen and are going to reset for mid next week

I am disappointed to hear of my client’s frustration, as we have been in very frequent contact, but am still just as dedicated to a resolutionWhen I learned of the dissatisfaction with the porch in October, our CEO and I visited the projectThe overall project was good, but there were some
areas of concernUnfortunately, the original craftsman for this project became very ill and, though we tried to have him return for weeks, we were unable to continue to trust him with our customer’s satisfactionNear the end of November, I decided to reassign the service to another craftsman, who is currently working on fixing all points of concernWe expect him to be finished within the next week.It is not unheard of to have to go back to completed projects and neaten up areas of concern, but it is unfortunate our original installer couldn’t follow throughWe have apologized to our client and have promised monetary consideration for the delay of installersWhen the project is complete, I’m sure our client will be satisfied

I am disappointed to hear about Ms***’s experience with our service departmentOur production assistant was new at the time we first learned of the broken windowShe was unsure whether the glass breakage warranty covered the incident described to us by our customer, which was her husband
falling through the windowOnce we figured out it was covered and got the warranty straight with the window company, it was ordered.Ms***’s window is supposed to be on our next truck, but we have not received a ship dateWe were completely backlogged with windows, as it is busy season, and didn’t receive a new shipment until our warehouse had been clearedIt is unfortunately sometimes for a custom piece of glass to take quite a few weeks to be deliveredI apologize that she felt our production assistant is rudeShe is often referred to as the sweetest member of our team, so I am surprised to hear thatI have also been in frequent email contact with Ms***’s husbandI certainly didn’t mean to give any impression that this wasn’t a priority to usAs soon as the delivery date is confirmed with Ms***’s glass on it, she will be the first person to be called

Luckily, my client and I want exactly the same thing! Our client’s project started off including a carport, siding and gutters, requiring us to have two different specialists to complete itOur project managers are often familiar with each other, but because they are specialists they do not work in
tandemThe common denominator for our two installers is me, so I kept in close contact with our client via text.The challenge we faced with this project was finding the right maintenance free option for a carport that also passed StLouis County and International Building CodeWe went back and forth for weeks trying to find a solution, but ultimately decided if we could not do it safely, we would have to explore other optionsWe presented the other options to our client and she was not interestedWe lowered the total price to reflect the removal of the carport.We have ordered the siding specifically for our client and it is in the warehouse waiting to be deliveredWe have been scheduled to install the siding and gutters for the week between Christmas and New Years since mid-DecemberI had communicated this to my client on the 19thI understand wanting a specific date and have asked our siding and gutter installer to call her directly so she knows when he is finished up with his current project and heading to hers.I can assure our client that we are going to do a great job with her siding and gutters and she is going to love the finished projectWe apologize for any frustration she may have felt with the timing and share in her frustration about the carportIf there is anything else we can do to make her feel more comfortable, I would be happy to do it

I think I can easily clear up any remaining confusion and get you the rest of your items quicklyI know patio doors can seem like they are all created equal from the outside looking in, but they really aren’tI imagine you’ll be much happier with your premium patio door and accompanying warrantyOur production manager assured me that the only thing wrong with the original door was that it slid the wrong wayI didn’t communicate with you directly on this, so I can only move on and make sure we install the right doorHolding up production is really counterproductive to my business, so I surely hope she did not do it on purpose!Thank you for your concern about ***.Your window and door did in fact come in our delivery as promisedWe don’t like to set installations in stone until we lay eyes on the product -- especially if there is some existing irritationI believe production was simply trying to be cautious about setting expectations for arrivalWe left you a message yesterday early afternoon and are awaiting a call back.I’m not sure why there is such seething anger due to my installer’s accident, but I hope you can see that we had nothing but good intentions for the outcome of your jobWe continue to work diligently and communicate our plans for a solutionWe really appreciate your business and will surely leave a better last impression

I have been in fairly frequent contact myself with Mr***, as his door did take some time to get inHe has my personal cell phoneMr*** is right in saying that we have been very busyWe have nearly doubled in size, which is great for the business but temporarily put us behind in
deliveries of some specific products.The door is the correct door, but it is missing a pet screen and they sent the wrong handle (both manufacturing errors) When manufacturing errors happen, we are very apologetic, and I have even offered Mr*** a discount for the errorWe have ordered the pet screen and correct handle and they are on track to be delivered on Friday, November 17thOf course, we don’t schedule delivery with our customers until we get the final confirmation, which comes a few days before the truck arrives.Mr*** had told me that the slide of the door was incorrect, but after looking at the contract and the measurement from our installer, it looks like what was delivered was exactly what was ordered in that respectHe called me an hour or two before I received his complaint, but after reading his response I decided this was the best way to address his issuesI’ve agreed to let Mr*** retain final payment until this job is finished and I said that I would come out at the final installation and make sure that everything was up to company standardI’m not sure why Mr*** is so frustrated, but I will continue to operate to the best of my abilities to make sure his door is installed and correct

It seems that we have our wires crossed on a few important pieces of information that I think we should clear upWhile weeks is a little longer than our 6-expectation, it is definitely in the range for our busy season with windowsI apologize that this wasn’t properly
communicated to youWe do not include time constraints like that in our contract because of the natural ebb and flow of businessThe average turnaround for our projects is usually about days, so you were a little higher than the norm! Many customers take a “busy season” as a good sign -- especially when it comes to contractors these days.It is my understanding that during our installation, our window installer fell and broke one of your windows, which was obviously a mistakeI was very impressed that *** and *** finished what they could despite being injured on the jobThe installer who fell seems to be ok and does not need any further medical attention, so no need to worry.It also sounds like we had a door ready for your job, but when we opened the box it slid the wrong wayMy apologies for that mistake -- it happens every once in awhile but we always hate when it does.***, our production manager, let me know that she’s been in fairly frequent communication with you, the last communication being this past Friday where she let you know the expected delivery date of your broken window that we’re replacing and your doorAs far as I can tell, we’re operating to the best of our abilities to bring your installation to a quick conclusionAlas, there is always opportunities to improvePlease let me know if there is something you believe we could do that we are not currently doing for youThanks!Tell us why here

Gateway Residential Remodeling have contacted me on Thursday PM and let me know that my windows should have been in the shipment to delivery point this pastFriday or next Friday. No call to me as of yet. I guess that means mine will be nextFriday. I hope to receive a call next
week/Friday to inform me that mine are there finally. They need to communicate more frequently in a timely fashion. Thanks foryour help

Complaint: ***
I am rejecting this response because:As of this writing, we have a scheduled installation date of 8/22/from this companyUntil that date, and the installation/repair actually occurs, we reserve any opinions until conclusion.As for "seething" anger, that is incorrect. We were very concerned for the health of the man, and his refusal to seek treatment. Also, the installer's told us they were insured, but our Homeowner's insurance policy possibly could have been called upon in addition to theirs. The lack of safety procedures by the workmen caused this incident, and we did not want to be held responsible for their working practices, or lack thereofWe are not "seething" in any way--we merely want the repairs completed on our home quickly. We have had plywood over our window for weeks, and believe we have been patient enough with this company to fix this. We do not believe it should take from a contract date in April to almost the end of August to get a door and windows installed.The company has been polite, but ineffective, as the timeline and circumstances attest.
Sincerely,
*** & *** ***

Complaint: ***
I am rejecting this response because: I'm rejecting this because we have been going thru this since the end of August by phoneMy first text message was sent September 5thNow I do not like being called a liar as wellI would like them to come get there supplies and give me a full refundThey have done nothing that we asked forThis has gone on to long!
Sincerely,
*** ***