We will correct any issues with the door installation. All Mr. [redacted] needs to do is call and set an appointment with our service department. We have ordered parts and serve ready and willing to complete the service. We have placed several calls to Mr. [redacted] to set a time with no response.
I've read Mr. [redacted]'s complaint and I have a few comments. He claims that we "demanded" cash from him. Our contract is very clear. There is a payment due at the signing of the contact, a payment upon completion of the door and a payment on completion of the paint. Our painter, [redacted], is a...
subcontractor and this is spelled out in our initial letter to our customers. Apparently, Mr. [redacted] failed to read this important letter we emailed to him. [redacted] is maybe 5'-1" and a hundred pounds if soaking wet. I have a visual of [redacted] "demanding" cash from Mr. [redacted] who is twice her size. If Mr. [redacted] gave cash to [redacted], this was on his own behalf and not part of the payment terms of the contract. If there was a question regarding issuing a payment it would have been wise for Mr. [redacted] to call to discuss rather than issue a payment to [redacted] and then claim fraud. Yes, it was foolish for him to pay outside the terms of the contract without our authorization. Mr. [redacted] failed to mention that he demanded that [redacted] apply coat after coat of paint to his door. After the fourth coat I decided that was enough. This is the reason his job took an exorbitant time to complete. Mr. [redacted] was missing an astragal boot off the door. We ordered a new part and applied it upon receipt. There was a section of weather strip that was cut short. Not sure how that happened, however, we ordered a new piece and have called him several times to install with no return call from him. If Mr. [redacted] will return our call and schedule a time to install the weather strip section the project will come to a conclusion.
[redacted] Gravina
This is the second complaint received from [redacted]. We responded to all his concerns in complaint number two in our response number one. Please read response number one for answers to this complaint.
Initial Business Response /* (1000, 6, 2015/10/09) */
On 03/31/15 [redacted] entered into a contract with [redacted]'s and ordered white interior windows. He decided at the last minute to change to everwood pine interior which is to be stained and contracted for us to do the staining. The...
Everwood is an absorption layer fused to the fiberglass for staining purposes, not paint. After the windows were installed, he told my finisher to paint the interior of the windows instead of stain. The contract called for stain and he made this change without my authorization.
He was not satisfied with the work of our first finisher and demanded a different finisher complete the project. I scheduled [redacted] to complete the job. She worked several days at their house and came to the last two units which were in the daughter's bedroom. The daughter, a grown adult, refused to come out of the bedroom and give [redacted] access so she could complete the job. [redacted] had been at their house for several days prior so all knew she would need access to the daughter's bedroom. I told [redacted] that if [redacted] could not finish the daughter's bedroom windows that day, they would be put behind at least four jobs that were already scheduled and it would be several weeks before [redacted] could return. [redacted] said she understood and agreed to have [redacted] leave without completing their job. [redacted] has since injured her back and is not working currently. Bottom line, had the daughter come out of the bedroom and allowed us to work that day, the [redacted]'s job would be completed. I feel this was a very poor decision on the [redacted]'s part to not allow us to complete the job. Furthermore, [redacted] was not able to go to another job that day and basically drove from Littleton to Niwot without compensation for the trip or days wages.
Furthermore, since [redacted] decided to paint the interior without my authorization (which is a breach of the terms and conditions of the contract), our cost is considerably higher. It will now be necessary to charge extra to paint instead of stain.
The [redacted] decision to not allow us to complete the job was theirs and their alone. Unfortunately, they must now live with that decision. [redacted] has threatened us with a lawsuit and to subpoena ALL of [redacted]'s employees to testify in court. This is ridiculous. Their job will be completed as time permits.
[redacted]
Initial Consumer Rebuttal /* (3000, 8, 2015/10/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The manufacturers installations instructions clearly state the windows may be stained or painted. We used [redacted] finisher to paint rather than stain. He fired the painter because she performed poorly. Since then they have not finished the job and have pulled the window finisher off the job to work on other jobs. We called [redacted] (the factory) and they confirmed painting was acceptable and approved finish. And what about the damaged screens, razor blades left on daughters bed?
Final Business Response /* (4000, 14, 2015/10/28) */
I have no doubt your exhausted. After all that writing to the Revdex.com, I'd be exhausted as well. You seem intent on trying to ruin our reputation rather than own up that you are the cause of these problems. This job should be done! I'm frustrated, as well as [redacted] and I will tell you that she really does not want to go back to your job....and I don't blame her.
There will be an additional charge for the paint and the day you forced her off the job, which will need to be paid before we return to your job. [redacted] has returned to work, part time, from her back injury and I have not had time to discuss the additional charge with her for that reason. I'll contact you when I have the number.
Final Consumer Response /* (4200, 16, 2015/11/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
He wants to charge me more money for the job his firm has not yet completed.
Seven of the ten newly installed windows still are stuck closed, paint is still on some of the window glass, and four screens are still missing. So we either have a an initial install and workmanship issue or a warranty issue, neither of which he wants to address without collecting more money. He wants to blame it on the painting but the [redacted] factory manual clearly says paint is acceptable, and [redacted]'s staff has been the only firm to do the painting. After talking to the [redacted] factory, their sense is that the original painter ([redacted]'s employee, [redacted], [redacted] daughter) may have gotten paint on parts of the window that are causing the windows to stick. That is consistent with the comments [redacted] made when she came out to clean up and finish the job - that the paint job was not applied in a professional manner.
Bottom line - we want the windows to be made workable, the four screens his staff took to be repaired and returned and reinstalled on the windows from which they were removed, and the paint to be removed from the window glass.
have been out to [redacted]'s house several times to service his patio door. He complained that the door did not close properly. My son, [redacted], operated the door many times and told me that the door seemed within a normal operation. [redacted] suggested we swap out the door with a new [redacted] door as our [redacted] would not be satisfied with anything short of this. We did so and [redacted] continued to complain about the operation. [redacted] returned to his house several times and reported back to me there really was nothing wrong with the door. [redacted] insisted we replace the door with an Infinity from Marvin fiberglass door. He demanded we replace it within a certain time frame and I told him this was not possible. I suggested he purchase a door from another dealer, remove the [redacted] door and return it to us and we would return the door to [redacted] for a refund. He decided that was not good enough. He demanded a refund now and would return the door at a later date. Obviously, that is not how things work, however, I agreed to contact [redacted] and ask for a refund now. In the meantime, [redacted] intervened and called [redacted] several times attempting to circumvent my efforts and take over matters for himself. I received several calls from [redacted] reps letting me know how demanding and obnoxious [redacted] was over the phone. The [redacted] distributor, [redacted], also informed me of several calls from [redacted], received a credit from [redacted] and issued a check to us. We, in turn,sent a contract to [redacted] stating that he would return the door to us and he refused to sign the contract. We obviously need some assurance from [redacted] the door will be returned to us. Simply, he needs to sign off stating the door will be returned to us. To help put this matter to rest, we will forward a check to [redacted] today and put and endorsement on the back side of the check that he agrees to return the [redacted] door to us within 60 days. [redacted]
Complaint: [redacted]
I am rejecting this response because:In the interest of bringing this matter to a conclusion we are going to expedite replacement of the [redacted] door, although we do not yet know if it can be completed within 60 days.We cannot accept the business's response to our complaint, as it contains multiple misrepresentations about the circumstances. The lead installer on our job (a son of Mr. Gravina’s) signed a statement on the day of the install identifying problems with the [redacted] door and making commitments to fix them. After several months with no progress correcting operational problems, Gravina’s decided that the door needed to be replaced. The replacement door has its own operational problems, the more serious of which forced us to leave the door partially open and therefore unlocked overnight. We appreciate that [redacted] Gravina came the next day to attempt to fix the problem, and though he showed us a way to get the door closed when it occurs, he was not able to correct the problem. .Regarding claims of complaints from [redacted] and [redacted] about [redacted] being obnoxious and rude over the phone, [redacted] has never communicated with anyone at [redacted]. There has been exactly one phone conversation between him and anyone at [redacted], which was initiated by their Warranty Claims Manager and was entirely amicable. Replacing the door is going to cost us more than double the refund that we finally received three months after it was issued by the manufacturer.
Sincerely,
[redacted]
We forwarded a change order contract to [redacted] a few weeks back that stated that the [redacted] door must be returned to Gravina's. The email was returned to us as declined. We will issue a refund to [redacted] after the patio door is returned to Gravina's.
We will correct any issues with the door installation. All Mr. [redacted] needs to do is call and set an appointment with our service department. We have ordered parts and serve ready and willing to complete the service. We have placed several calls to Mr. [redacted] to set a time with no response.
I've read Mr. [redacted]'s complaint and I have a few comments. He claims that we "demanded" cash from him. Our contract is very clear. There is a payment due at the signing of the contact, a payment upon completion of the door and a payment on completion of the paint. Our painter, [redacted], is a...
subcontractor and this is spelled out in our initial letter to our customers. Apparently, Mr. [redacted] failed to read this important letter we emailed to him. [redacted] is maybe 5'-1" and a hundred pounds if soaking wet. I have a visual of [redacted] "demanding" cash from Mr. [redacted] who is twice her size. If Mr. [redacted] gave cash to [redacted], this was on his own behalf and not part of the payment terms of the contract. If there was a question regarding issuing a payment it would have been wise for Mr. [redacted] to call to discuss rather than issue a payment to [redacted] and then claim fraud. Yes, it was foolish for him to pay outside the terms of the contract without our authorization. Mr. [redacted] failed to mention that he demanded that [redacted] apply coat after coat of paint to his door. After the fourth coat I decided that was enough. This is the reason his job took an exorbitant time to complete. Mr. [redacted] was missing an astragal boot off the door. We ordered a new part and applied it upon receipt. There was a section of weather strip that was cut short. Not sure how that happened, however, we ordered a new piece and have called him several times to install with no return call from him. If Mr. [redacted] will return our call and schedule a time to install the weather strip section the project will come to a conclusion.
[redacted] Gravina
This is the second complaint received from [redacted]. We responded to all his concerns in complaint number two in our response number one. Please read response number one for answers to this complaint.
Initial Business Response /* (1000, 6, 2015/10/09) */
On 03/31/15 [redacted] entered into a contract with [redacted]'s and ordered white interior windows. He decided at the last minute to change to everwood pine interior which is to be stained and contracted for us to do the staining. The...
Everwood is an absorption layer fused to the fiberglass for staining purposes, not paint. After the windows were installed, he told my finisher to paint the interior of the windows instead of stain. The contract called for stain and he made this change without my authorization.
He was not satisfied with the work of our first finisher and demanded a different finisher complete the project. I scheduled [redacted] to complete the job. She worked several days at their house and came to the last two units which were in the daughter's bedroom. The daughter, a grown adult, refused to come out of the bedroom and give [redacted] access so she could complete the job. [redacted] had been at their house for several days prior so all knew she would need access to the daughter's bedroom. I told [redacted] that if [redacted] could not finish the daughter's bedroom windows that day, they would be put behind at least four jobs that were already scheduled and it would be several weeks before [redacted] could return. [redacted] said she understood and agreed to have [redacted] leave without completing their job. [redacted] has since injured her back and is not working currently. Bottom line, had the daughter come out of the bedroom and allowed us to work that day, the [redacted]'s job would be completed. I feel this was a very poor decision on the [redacted]'s part to not allow us to complete the job. Furthermore, [redacted] was not able to go to another job that day and basically drove from Littleton to Niwot without compensation for the trip or days wages.
Furthermore, since [redacted] decided to paint the interior without my authorization (which is a breach of the terms and conditions of the contract), our cost is considerably higher. It will now be necessary to charge extra to paint instead of stain.
The [redacted] decision to not allow us to complete the job was theirs and their alone. Unfortunately, they must now live with that decision. [redacted] has threatened us with a lawsuit and to subpoena ALL of [redacted]'s employees to testify in court. This is ridiculous. Their job will be completed as time permits.
[redacted]
Initial Consumer Rebuttal /* (3000, 8, 2015/10/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The manufacturers installations instructions clearly state the windows may be stained or painted. We used [redacted] finisher to paint rather than stain. He fired the painter because she performed poorly. Since then they have not finished the job and have pulled the window finisher off the job to work on other jobs. We called [redacted] (the factory) and they confirmed painting was acceptable and approved finish. And what about the damaged screens, razor blades left on daughters bed?
Final Business Response /* (4000, 14, 2015/10/28) */
I have no doubt your exhausted. After all that writing to the Revdex.com, I'd be exhausted as well. You seem intent on trying to ruin our reputation rather than own up that you are the cause of these problems. This job should be done! I'm frustrated, as well as [redacted] and I will tell you that she really does not want to go back to your job....and I don't blame her.
There will be an additional charge for the paint and the day you forced her off the job, which will need to be paid before we return to your job. [redacted] has returned to work, part time, from her back injury and I have not had time to discuss the additional charge with her for that reason. I'll contact you when I have the number.
Final Consumer Response /* (4200, 16, 2015/11/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
He wants to charge me more money for the job his firm has not yet completed.
Seven of the ten newly installed windows still are stuck closed, paint is still on some of the window glass, and four screens are still missing. So we either have a an initial install and workmanship issue or a warranty issue, neither of which he wants to address without collecting more money. He wants to blame it on the painting but the [redacted] factory manual clearly says paint is acceptable, and [redacted]'s staff has been the only firm to do the painting. After talking to the [redacted] factory, their sense is that the original painter ([redacted]'s employee, [redacted], [redacted] daughter) may have gotten paint on parts of the window that are causing the windows to stick. That is consistent with the comments [redacted] made when she came out to clean up and finish the job - that the paint job was not applied in a professional manner.
Bottom line - we want the windows to be made workable, the four screens his staff took to be repaired and returned and reinstalled on the windows from which they were removed, and the paint to be removed from the window glass.
To whom it may concern,We...
have been out to [redacted]'s house several times to service his patio door. He complained that the door did not close properly. My son, [redacted], operated the door many times and told me that the door seemed within a normal operation. [redacted] suggested we swap out the door with a new [redacted] door as our [redacted] would not be satisfied with anything short of this. We did so and [redacted] continued to complain about the operation. [redacted] returned to his house several times and reported back to me there really was nothing wrong with the door. [redacted] insisted we replace the door with an Infinity from Marvin fiberglass door. He demanded we replace it within a certain time frame and I told him this was not possible. I suggested he purchase a door from another dealer, remove the [redacted] door and return it to us and we would return the door to [redacted] for a refund. He decided that was not good enough. He demanded a refund now and would return the door at a later date. Obviously, that is not how things work, however, I agreed to contact [redacted] and ask for a refund now. In the meantime, [redacted] intervened and called [redacted] several times attempting to circumvent my efforts and take over matters for himself. I received several calls from [redacted] reps letting me know how demanding and obnoxious [redacted] was over the phone. The [redacted] distributor, [redacted], also informed me of several calls from [redacted], received a credit from [redacted] and issued a check to us. We, in turn,sent a contract to [redacted] stating that he would return the door to us and he refused to sign the contract. We obviously need some assurance from [redacted] the door will be returned to us. Simply, he needs to sign off stating the door will be returned to us. To help put this matter to rest, we will forward a check to [redacted] today and put and endorsement on the back side of the check that he agrees to return the [redacted] door to us within 60 days. [redacted]
Complaint: [redacted]
I am rejecting this response because:In the interest of bringing this matter to a conclusion we are going to expedite replacement of the [redacted] door, although we do not yet know if it can be completed within 60 days.We cannot accept the business's response to our complaint, as it contains multiple misrepresentations about the circumstances. The lead installer on our job (a son of Mr. Gravina’s) signed a statement on the day of the install identifying problems with the [redacted] door and making commitments to fix them. After several months with no progress correcting operational problems, Gravina’s decided that the door needed to be replaced. The replacement door has its own operational problems, the more serious of which forced us to leave the door partially open and therefore unlocked overnight. We appreciate that [redacted] Gravina came the next day to attempt to fix the problem, and though he showed us a way to get the door closed when it occurs, he was not able to correct the problem. .Regarding claims of complaints from [redacted] and [redacted] about [redacted] being obnoxious and rude over the phone, [redacted] has never communicated with anyone at [redacted]. There has been exactly one phone conversation between him and anyone at [redacted], which was initiated by their Warranty Claims Manager and was entirely amicable. Replacing the door is going to cost us more than double the refund that we finally received three months after it was issued by the manufacturer.
Sincerely,
[redacted]
We forwarded a change order contract to [redacted] a few weeks back that stated that the [redacted] door must be returned to Gravina's. The email was returned to us as declined. We will issue a refund to [redacted] after the patio door is returned to Gravina's.