Gramercy Park Cooperative of St. Paul

[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.]
RevDex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
Bob And Noelle ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint.? For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***

So last week there was a service appointment for the window sashes to be replace and the sill moved(11/1/17)Then we went back the next day (11/2/17) and closed up the whole with cedar siding like we said we would doI have attached a picture of the completed service workI would like to know if she is satisfied with the completed exterior work

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint.? For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]It is good to see that Window Depot finally made it out to my parents' house to address some of the issues I have been trying to get them to correct for over a month.? It's a shame that it took a Revdex.com complaint for them to make my parents' house a priority.The roof issue that was talked about with my father is not the same issue as the fascia.? The issue is that the fascia was bent incorrectly and when it was installed, parts of the existing wood fascia was exposed and not covered.? When I first brought up this issue, the subcontractor came back, and instead of fixing the problem correctly he slopped on a huge bead of caulk.? This is not the proper installation of fascia.? I tried to show *** the issue, but she wouldn't get on the roof to look at it.? ? As for the fascia being done out of "courtesy" is a lie.? The fascia was included in the original bid, but the slick, fast talking salesman conveniently left it out in the wordage in the contract.? When the issue arose, my father talked to *** and she told him not to worry about it, since the first crew was so horrible, (as in not showing up, or if they did, there were only or of them and it was usually late afternoon or early evening) she'll make sure that it gets done.? In my conversation with ***, she reiterated the same thing, saying that she didn't bother going to the salesman to see if it was correct that the fascia was included in the bid.? That she believed my parents and since the first crew was such an utter nightmare that she won't question it.? ? Although they addressed most of the issues, the improperly installed fascia needs to be removed and reinstalled correctly.? With caulk being attached to the underside of the shingles, it must be done with out damaging the roof.? My parents are eager to bring this to a close because they are worried about being sued or having damage done to their credit rating.? Why are they worried? Because within ten minutes of informing *** that I was going to contact the Revdex.com, at around 4:on Friday October 21, she threatened that unless the full balance was paid within hours she will be sending a lawyer after them.? ?
Regards,
*** ***

I will forward the pictures to the manufacturer and attempt to get new main frames. Should they agree to send them I will then send someone out there to replace the parts in question. I will do my best to work with the homeowners schedule so that there would be no need to take off of work. Perhaps a Saturday would work. I will forward these pictures tomorrow and update the homeowner on the out come. To make things as comfortable for the homeowner as possible I will send a different crew out there to reinstall the new frames and re-trim the openings. At that time I would like to collect the balance still owed. Yes I could send someone out there to buff out the scratches at a much lesser cost but my goal is to make sure that our homeowner is satisfied with their product and our service. I had 2 customers that this sales rep sold tilt and slide sliders to so I may have mistaken them with the other homeowner. I assure you it was not intentional.

[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.]
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. 
Call home phone ###-###-####. Because of forthcoming holiday, please call 11/26 or thereafter. However, do wantto get this resolved soon.regards
Timothy [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
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
First, I was told it would take about two weeks for that finance application to go throughA month and a half is a lot longer than two weeksMaybe you have no control over that, but no one bothered to call me to let me know what was going onIn fact, I called many times asking about the project, wondering if you forgot about me, and no one could tell me anything about the projectI was told a few times that the person in charge of my project was not available and would call me the next business dayEach time I said “no problem”, and each time no one called meI even tried calling the sales rep I had, and he never returned a phone call after I signed his papersI can be very understanding, except you never bothered to care enough to tell me what was happeningAnd now you are bringing up even more problems I had that I didn’t even bother with explaining before
As for the measure tech, you were not doing me any favorsOne, I was told they started at am and I made the appointment for amTwo, he did not have to show up BEFORE amI mentioned that I did not have to leave for work until 8:30, so anytime between 8:and 8:would have been fineHe was going to be about an hour lateThree, if you start work at 8:00, then you show up at 8:00, I don’t leave for work the time I am supposed to startFour, if it is such a problem for you to get out to Hartford, then you should not be servicing customers in Hartford
I am glad to see that you are trying to change things for your customers in the future, and I hope it does, but how is that supposed to help me? I have paid you a lot of money to make a LOT of mistakesFor over two months I have had to find elsewhere just to go take a showerDo you have any idea how difficult, inconvenient, and annoying that is? Ever since I signed those papers back in May, I have not felt like a customer to your business, but a nuisanceNobody seems to care
[redacted]

Per the Production Manager ([redacted]). This issue has been turned over to the Service department. This was something [redacted] spotted and their contract has been completed. [redacted] was waiting for Marks schedule to open up, but since Mr [redacted] does not want to wait, we will let the service department schedule it.

I am totally at a standstill here. Everything I respond to the homeowner says it is not correct. I gather information from the people that have had contact with her and her home and that is what I pass forward. Our respond remains the same. We would be more than happy to go out and re-install and re-trim and caulk her windows. Of course the sooner the better. If the homeowner is not agreeable to this the only thing left would be to take it to arbitration.

First, the agreement between Window depot and [redacted] and [redacted] was for removing old siding and wrapping the house and installing new siding. This work has been completed. We even put up fascia on the house that was not in the contract as a courtesy because of a delayed installation date....

We did no work to the vestibule. The wood showing is a roof issue not a siding issue and was there before we started. We caulked the windows and the corner post as he asked. Usually the tops of corner posts are not caulked, they have foam insulation but the son asked for it. Today we did a walk thru with the actual home owner and fixed what he wanted. Explained the roof issue and showed him his neighbors home and how the roof was none correctly and his was not. The homeowner understand the issue now with the Son saying we did that. And even that we did not touch the vestibule our tech screwed it into the siding per the home owners request. Anything the Homeowner asked about if we could do anything about it, our service tech did if we could. The Homeowner is satisfied.

We have an appointment with this home owner for Thursday the 30th to take a look at his windows and take some pictures. I show 1 call from him and that was in regards to his installation date because it had been three weeks since he ordered his windows and wanted to know what was going on. I did...

call and tell him that it had only been 3 weeks and it was during Christmas holiday. Other than that I don't know of any other complaints he has made to this office or any other phone call he made that wasn't returned. Hopefully Thursday when we are out there we will find out what the issues are and resolve them to his satisfactory. It it is a manufacturing defect it must be ordered of which we will do as soon as we know what is needed.

We are willing to take this matter to arbitration if the homeowner will agree to that. If so could you please direct me as to what my next step would be. Thank you

This job is complete and as promised we did credit his account $500.00 for the delay. We did speak to him and explained that the delay in starting his siding job is that the contractor that the job was assigned to fell off a 2nd story roof and was going to be off work for an undetermined...

time. I do have another crew that does the kind of work needed on his garage but they were totally booked. I and [redacted] have spoken to this homeowner and we have both apologized about the delay and explained that there are some things beyond our control and our installer falling off a roof was of that nature. I hope this clears this matter up.

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.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]The reason I did not like the material for the siding is because I was told that the siding would match my house. They wanted to install vertical aluminum siding. That does not match my house, and would look bad. I am the customer, and I hired window depot to do a project the way I asked them to. As for the window itself, I was told it would be received three weeks ago, and every time I call they keep telling me the following week it will be delivered. First of all, this window should have been installed correctly the first time. Second, I should not have to find out through the Revdex.com that the window is being shipped today and I have to wait for the fourth week now for my window to maybe arrive. Still no one has contacted me to keep me informed with what is going on with this project. Again, I am without a working shower since August 11th, and I would like this to be resolved quickly for it is very inconvenient for me. Also, there were many problems throughout this entire project. I have been patient with them, but still have no usable bathroom.
Regards,
[redacted]

I spoke with Mr when he called with his concerns about his drywall. I asked that he send pictures so I could see what he was talking about. He did send me the pictures and after viewing them I could see that this area on his wall had been repaired at least once before. I explained my concerns about...

that and that I was concerned that it was hollow behind that wall. I then told him I would like to use the same crew that did the work on my own home. He was satisfied with that. The crew that I want to do the work on his home is in the middle of a large siding job. As soon as they are done or should we get a rain day I will try and set it up then. I explained to them that the crews that normally work 10 to 12 hours a day are now only working 6 to 7 hours a day due to the heat. I spoke with Mrs today and explained this to her I also told her that if he had any questions to please call me on my direct line.

Business states everything has been taken care of.

The dent was taken care of and is satisfactory to the Customers. This was a service and the bathroom is completely installed.

We  would like to send  [redacted] out to have a professional look at the vent and make sure it gets hooked up properly.I have  [redacted] on stand by waiting to hear if it is ok to call the customer and set up an appointment.

I agree that there were some installation issues that need to be and were addressed as the homeowner themselves stated. The two things I do want to address is 1st off is the tilt and slide style windows. if I recall correctly I myself called the homeowner and told them that we do not recommend that...

particular style window as they are always in need of service due to the hardware. So before we even ordered the windows it was approved by the homeowner to go ahead with the standard slider style window. The 2nd item is yes the frames she has now has scratch in on them, but I question how those sash's got there. There is nothing we do during installation that would cause this type of scraping or scratches on the vinyl. The scrapings from the vinyl are on the wood casing of the window which also shows that this was done after installation. They look as though a dog was pawing at the windows in excitement. I do believe they have a dog. I do not mean to try and turn any of the blame onto the homeowner but the pictures she sent me tell me this. Not sure as to how to handle that I sent the pictures to our lawyer and asked for some advice on how to handle this without looking like I was trying to turn the table on to the homeowner. All of the other complaints they have said are correct. A disgruntle employee went out there and started things off on a very negative foot. What became of his notes and pictures are still a mystery so that did cause some delay in getting their service done. For that I do apologize and wish I could change. I can send the pictures they sent me but I am sure the manufacturer is going to come up with the same conclusion I did about the damage being done after installation, so therefore they will not over any kind of discount that I could pass forward to them. We are more than willing to go out and buff out the vinyl to make it look the way it should but I stand by my 25 years of experience and say this was not done at installation but after. I would be happy to send a copy of the pictures if need be. I can offer them lifetime service for as long as they own the home at no charge and $500.00 in store credit for them or a friend or family to use in the future. I apolagize in the delay in getting back to you on this but to be honest I was not sure just how to handle this without stirring muddy waters as they say.

The owner and our service tech went out Wens. to access the issues at hand and decided that we would remove the window, build a new buck frame and re-install and re-trim the opening and reimburse her for some paneling she purchased . Homeowner was satisfied with this decision. The major reason for...

the issue at hand is that the caulk around the outside of the window failed. Although caulk is not covered in the warranty we are more than willing to stand by our labor warranty and consider this issue part of that and do what needs to be done to correct the issue We were not able to do it on Wens. when we were there for a number of reasons. 1. They did not have needed materials with them. 2. Service tech that is going to be doing the work was already scheduled for the remainder of that day and all of this week. Our service scheduler will be calling homeowner today to schedule a time for us to go out and do the work described above. We will do our best to work around homeowners schedule.