Gateway Residential Remodeling

12/11/2017 [mediator spoke with ***] Yes, they finally, after a very long wait, did show up and get the patio door and windows installed. I would say the job they finally did was just "adequate." We are not happy with them and would not recommend them to anyoneThis took such a long time and after we paid them, we asked that a receipt be sent to usWe had to ask over and over again for one and finally got itDo I need to email something to the Revdex.com indicating the job was finally done but we are not pleased with the company? O.K, understand I will get a letter from the Revdex.com indicating our complaint is closedThank you

I went out to visit Ms. [redacted] personally to clear up any misgivings associated with her windows. After discussing the situation with her at length, we both concluded that the delay in her windows was really a misunderstanding on our office's part about the timeline she wanted to work within. The...

issue with our phone, which has since been resolved, caused her and a few other customers some rightful concern. I have been in contact with all these customers personally to explain what happened with our phone line and provided them with many avenues for contacting us along with fixing our phone line. Thankfully all concerns have been cleared up and we are back on track to install Ms. [redacted] windows. Both she and I are looking forward to a beautiful finished product!

I suppose that fairly frequent contact is up to interpretation, so I apologize if our definitions are not the same. Plainly, both our office staff were so jarred and upset after speaking to Mr. [redacted] that I had to handle communication from there forward. I 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 soon. The slide on his original contract, measure and door receipt are all left to right. I 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 branch. Obviously, 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 insulation. The 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 products. We have received nothing but rave reviews about the performance of our windows and doors. Though I am resistant to being bullied into a discount, I would be relieved and happy to find a solution. I will start by getting the right screen and handle along with again offering a make-good for the misunderstanding on the slide. If 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 repairs. Our installer mentioned that our client was pleased with all of the repairs and said that it was what she had wanted all along. I certainly do not want my client to feel as though I am calling her anything, especially not a liar. I was simply referring to the point at which I discovered she was unhappy with the original service and installation that was completed in September. It 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 back. A 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 complete. I’m sure we will be able to come to a fair agreement.

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 30 at 9:00 to 9:30 arrival to install my 2 (two) windows.  I can't wait to have this off my  plate after 8 (eight) months of waiting.  Thanks for your help in this matter.

In line with complaint #[redacted]. The company states in their response that they have been in fairly frequent contact with myself, that is not the truth. Up until the middle of August I would have to call the office multiple days in a row to get a hold of anything more than an answering machine, with which leaving a message was futile. At which point when I had actually gotten a hold of someone I chewed them out for it, and was eventually connected with the owner, who has done very little as far as getting anything done. It has her 5 1/2 months since we placed this order, which we were told would take 6-8 weeks. Saying that you have no idea why I'm so frustrated shows a level of naivety or ignorance that I have no possible way of comprehending. It is not the right door, it's taken 5 months to get it in, and on top of everything everyone at the company is acting as though nothing was ever done wrong. As if they've fulfilled their end to it's fullest possible potential. It goes without saying that GRR has not shown itself a company that cares in any shape or form. As well, just to be clear, you denied me a discount for the amount of time this has taken (which you verbally stated agreement that it was far too long) until the door installed slides the wrong direction, saying that we would find a solution that would make us both proud. That's difficult when I'm working with a company that will not keep their side of a deal, down to the line of saying that the person that puts in our door would be one of their "door guys that only puts in doors" that openly says he is a 3rd party contractor. I promise you, this is the same product that we had gotten from [redacted], for a fraction of the price in a fraction of the time.

It seems that we've had some trouble communicating with Mr. [redacted] as well. Our 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 appointment. Our 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 issues. Glad this is already on its way to being resolved.

Complaint: [redacted]
I am rejecting this response because:
In line with complaint #[redacted]. The company states in their response that they have been in fairly frequent contact with myself, that is not the truth. Up until the middle of August I would have to call the office multiple days in a row to get a hold of anything more than an answering machine, with which leaving a message was futile. At which point when I had actually gotten a hold of someone I chewed them out for it, and was eventually connected with the owner, who has done very little as far as getting anything done. It has her 5 1/2 months since we placed this order, which we were told would take 6-8 weeks. Saying that you have no idea why I'm so frustrated shows a level of naivety or ignorance that I have no possible way of comprehending. It is not the right door, it's taken 5 months to get it in, and on top of everything everyone at the company is acting as though nothing was ever done wrong. As if they've fulfilled their end to it's fullest possible potential. It goes without saying that GRR has not shown itself a company that cares in any shape or form. As well, just to be clear, you denied me a discount for the amount of time this has taken (which you verbally stated agreement that it was far too long) until the door installed slides the wrong direction, saying that we would find a solution that would make us both proud. That's difficult when I'm working with a company that will not keep their side of a deal, down to the line of saying that the person that puts in our door would be one of their "door guys that only puts in doors" that openly says he is a 3rd party contractor. I promise you, this is the same product that we had gotten from [redacted], for a fraction of the price in a fraction of the time.
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 60 days and then passed.  That was in September 2016.  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 work. So I requested that they come back to me in March 2017.   I did not get further contact from them until the summer of 2017.  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 disconnected. I 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]

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]

I am very disappointed to hear about any customer having a bad experience with us. For this specific project, we have been through a lot of back and forth with our installers and our production department. I can understand Mr. [redacted]’s frustration as it has been equally frustrating for us. Our roofer...

has been back to replace shingles, as Mr. [redacted] s[redacted]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 issues. While 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 job. I have left Mr. [redacted] a message to come see it myself and work through any remaining issues. I 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 is another situation that was exacerbated by our phone line problem. We have talked to Ms. [redacted] and cleared up the miscommunication. We have also let her know that her windows are expected to be here on our next delivery. She is clear that we're moving forward and we are all looking forward to seeing the finished product!

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 normal range. I sent a response to Mr. [redacted] myself, but have received no further communication from him personally. We typically...

don't do non-emergency services in the winter, so he has received the right communication from [redacted], but both she and I thought this had been properly addressed. I'd be happy to come out and see Mr. [redacted]'s deck myself. I agree with his statement that he shouldn't be unhappy with his project, so a personal visit is the right next step. I 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 normal range.

Complaint: [redacted]
I am rejecting this response because: Now that the carport has been cancelled, the new challenge is getting someone to install the siding.  I keep getting postponed (or a run around). First the weather was bad, then his trailer broke.  My next promise date is Monday Jan 02, 2017 of course that is if the weather holds out. When I initially signed the contract, I was told the week of Thanksgiving or the week after. No it wasn't in print. My lessons have been learnt.  To all: Stay away from Gateway remolding.  Thank you for your time.
Sincerely,
[redacted]

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.com. We 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 28 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 refused. We were not entirely comfortable with his choice, but that was his decision. No 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 delivery. As of today, we are still open-ended with no firm delivery/installation date forthcoming. Our position with the original complaint with the Revdex.com remains unchanged, as the status of our installation also remains unchanged.  
Sincerely,
[redacted] & [redacted]

This complaint is a little puzzling to me as the experience I had managing this project was much different. We 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 issue. Since 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 resolved. When she was ready to be put back into production, we had many projects in our concrete queue but were happy to add her back in. I have not heard from her personally in some time and since receiving this complaint we have tried to contact her many times with no success. I am disappointed to hear she is unhappy and would like to fix it immediately. I’d be happy to meet with Mrs. [redacted] and work together to get her project done.

This was a very simple misunderstanding that has been cleared up. We had a problem with service to our phone line, which alarmed a few customers (understandably so). We have fixed that problem with our phone company and been in contact with Mr. [redacted]. I have shared my personal cell phone to make...

sure he has multiple avenues for contacting us should he have any future concerns. We are looking forward to finishing his project!