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Gravina's Windows & Siding

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Gravina's Windows & Siding Reviews (14)

I am very sorry that our customer is dissatisfied with her chosen window.  When she called in and told [redacted] she needed a fixed picture window, that is exactly what she received.  There are hundreds of manufacturers that make picture windows.  Per terms and conditions of the contract,...

the customer is responsible for getting approval from their HOA.  When someone says the windows must match, and they give a style of window such as a picture window, in this case, we did what the customer wanted.  At no time did she convey that the frames must match, and she should have done her due diligence by making sure with her HOA that what she ordered was what they would approve.  Only after the fact, when we tried to install the widow, was Gravina's told it dd not match.  She could have come to the showroom with pictures or e-mailed to [redacted] what was acceptable to her HOA, but again we feel she was negligent in conferring this knowledge to our company.  All of our customer's that deal with an HOA usually will ask for a brochure to pass along to their HOA for approval.  She was negligent in procuring that information for her HOA.  Terms and conditions number 18 of the contract states "Homeowner understand if they reside in a covenant protected neighborhood or under a Homeowners Association it is the responsibility to receive approval from the HOA board."  She did not do this first, as if she had procured a brochure showing the drawings and pictures of this particular window, and the HOA approved it, she would not be in this position.  Gravina expended sums to build the window, and wasted time to send out our installer for install.  [redacted] wrote her an e-mail to which he gave her 125.00 credit for the install portion of the contract, and generously told her we could split the cost of the material cost (window).  I believe that was more than fair.  Now I am faced with having to place a lien on the property for the full amount, less labor for install, which I don't want to do.  She could accept [redacted]'s initial offer, and I would help her procure a different manufacturer's window at our cost, just to help her.  I will give her til Dec. 7th to accept or reject the offer, and then follow through with my legal rights.

[redacted], this is [redacted].  Just reviewed your message.  I'm totally apologetic it has taken this much time for us to receive this toelock.  The manufacturer did not send to us on a timely basis, which is no excuse.  I told my service manager to contact you immediately and...

get this installed for you next week.  Please accept our sincere apologies and I will contact the manufacturer to see if I can get you any credit.  Please feel free to contact me if any issues arise in the future.[redacted]

Complaint: [redacted]
We are rejecting this response for reasons outlined in our response below:
The information that Mr. [redacted] is providing in his response to the Revdex.com is misleading and not truthful.The following factual information lays foundation for our request to the Revdex.com, at the end of this response."[redacted]" or "Gravina’s" refers to Mr. [redacted] and his company in this complaint, unless otherwise noted.[redacted] states that the A-rating should be “The most important part of customer service”, however, this is not the only part of customer service.The rating [redacted] is referencing was given to the windows installer, who displayed high professionalism and great customer service.When the customer has been honest and kept the business owner fully informed of all the insurance company processing steps and has provided the contractor with information that the customer has requested expedited payment to the contractor, the customer should not be threatened repeatedly by the contractor.Total Cost of Insurance-covered windows + our upgraded remaining windows = $11,862.00Insurance-covered cost: $5,184.00Our upgraded non-damaged windows cost: $6,678.00We had 100% paid our purchased windows, in the amount of $6,678.00, on time, following the installation of one of Gravina’s mismeasured/re-ordered windows. (This number represents a downpayment of $2,150; another payment of $4,000 when all but one mismeasured window were installed; and withheld $528 pending the correct window install, which took 2 additional months to be received and installed.)We also paid for the insurance-covered windows, in the amount of $4,590.02 on time, following the installation of one of Gravina’s mismeasured/re-ordered window. The grand total paid to [redacted], on time, was $11,268.02The remaining insurance company balance owed to [redacted] was $593.98, representing 5% of the total cost. [redacted] was notified of the insurance company’s error and that they were expediting the $593.98 to him.Yet Mr. [redacted], Mr. [redacted] and Mr. [redacted] were unwilling to wait one week, for the insurance company to expedite this payment and harassed us and threatened us with a lien.[redacted] states:“They withheld just under $5,000.00 for 2 windows misbuilt for quite awhile which we were cordial enough to put up with.”Insurance withheld: $2,888.99 – per insurance procedures of not fully issuing payment until the job is complete. We withheld: $528.00, as we did not have our product received and installed. The $528.00 that we withheld represented a portion of the largest window in the home (a 3-lite slider window), not the entire cost of the window even.[redacted]’s estimate of what payment was withheld, is off by $1,583.01, which does not equate to “just under $5,000.”To state that [redacted]’s company was “cordial enough to put up with” is due to a two- month delay on his company’s delivery and install of our product. So [redacted] was “cordial enough to put up with” his own error and delay. [redacted] also states the windows were backordered, when in reality they were mismeasured and had to be re-ordered by his company.The customer’s only protection in a contractor exchange, is to withhold final payment until the project is complete to the customer’s satisfaction.The contractor is always protected by being able to place a lien on a property if final payment isn’t rendered after the work is satisfactorily completed, or insurance company makes final payout.[redacted]’s contract is designed to remove all protection from the customer.The close proximity of an adverse action against a customer to a protected customer activity, such as filing a Revdex.com complaint, is legally considered a retaliatory action.[redacted]’s company used the correct email address to communicate with us during the project, until we filed a Revdex.com complaint. Following our Revdex.com complaint, his company disseminated our personal information to 2 incorrect email addresses, and when this was brought to his attention, his company used the correct email address and copied the incorrect address.[redacted] states:“This world has too many problems to let some inconsequential gripes about payments due and the unfortunate mistake of a secretary.”This statement ignores the facts that:1. [redacted] is the one with the “inconsequential gripe” about a 5% payment error by the insurance company.2. [redacted] is the one threatening a lien due to this “inconsequential gripe” by himself.3. [redacted] ignores the highly consequential error by his company, in disseminating personal identifier information in a world of identity theft.4. A lien applied to a customer for 5% insurance company error, would result in highly consequential effects in credit rating impact.It is not an option for us to set an appointment and confer with [redacted] at his office, as he has proven on multiple occasions that he is willing to threaten us, has poor customer service, poor business ethics, and retaliates against us for protected actions, risking our identity theft.We will not subject ourselves to further abuse in his office setting.Our request to the Revdex.com is as follows: 1. [redacted] should be upfront and honest with their customers by placing a notice in a visible location on their website, that they do not handle insurance damage claims and that the customer is expected to pay fully for all insurance claims, any errors that [redacted]’s business makes and to fully pay for the project before it is completed.2. [redacted] should be upfront and honest with their customers by placing a notice in a visible location on their website, that indicates they are likely to change the terms of payment midway through the project.3. To the extent possible, the Revdex.com should enforce businesses such as Gravina, that when a business sends personal customer information to incorrect recipients, the company should compensate the customer by paying for 1-2 years of credit protection from identity theft. 4. [redacted]’s contracts should be examined for proper language to ensure that they are legal and accurate as their contracts attempt to remove any protection afforded to the customer. Very truly yours,[redacted]

Initial Business Response /* (1000, 6, 2015/11/09) */
We installed this door on 8/28/15. The screen came in damaged from the manufacturer which we reordered right away. She did not pay til a month later even though the contract specifies customer cannot withhold payment due to service or back...

ordered materials. As soon as we received the screen we put out a call to her to install the screen. No reply. Two more messages were left her--no reply. The screen is ready to go as long as we can install it during business hours prior to 4:30. We are awaiting her call to set a date. The ball has been in her court, and it is unfair to issue a complaint when she hasn't followed through.

The customer has been contacted and Gravina's are ordering a new sash for replacement of a broken part, which the customer broke when they slammed the window shut.  Under our warranty arrangement, the new sash will be provided at no charge to the customer, and she is aware that it will take...

about a month to receive the part necessary for repair from our manufacturer.

Complaint: [redacted]
I am rejecting this response because: It is the duty of the salesman to ask all the questions needed for the customer to get what they want.  I'm not willing to pay more.  Because I'm not willing to hurt our credit by having a lien put on our property I will pay the bill.  I'm still unhappy.  It will go in the mail today but it won't be there by the 9th.  Feel like I have been bullied.
Sincerely,
[redacted]

[redacted], we are sorry about the issue with the screen. Nick has spoken to you many times as well. The manufacture has tried to remake your screen multiple times and have failed. I have had the manufacture contact you directly several times to give you updates. I cannot control my manufacture...

and their processes. We will take care of it regardless. We are on your side to help resolve this issue.

Complaint: [redacted]
I am rejecting this response because: I still have not received a replacement screen.I realize this is a supplier issue but I believe the prime contractor has to be held accountable. [redacted] of Alside Supply delivered a screen yesterday. Unfortunately the screen did not have the center partition to match the other/similar window screen adjacent to it. It is now 11/29 and I still don't have the final product. My initial request was in late August. [redacted] said he would make another request to get the proper screen made.  i honestly don't know at this point what else to do.  i've contacted [redacted] many times and even reached out to the operations folks in Akron Ohio. There is obviously a communications failure somewhere. I'm starting to think it's [redacted].
Sincerely,
[redacted]

I am very sorry that [redacted] feels that way about our company.  We did mis-measure 2 windows, as we are not 100% perfect all the time.  I called and left her a message regarding the final payment due and asked that she please pay us, as well as [redacted].  We do make things right...

when we error, and there was sufficient funds withheld to cover our error by the customer.  The contract called for cash on completion, and the terms and conditions state that we have a right to collect funds based upon what was completed, even if some materials were reordered.  Our contract was with the [redacted], and not the insurance company.  The contract does not state we have to wait for the insurance company to pay the [redacted].  Her job was completed the first week in May, and they have, to date, paid in full.  We never put a lien on their property, and my secretary sent them a paid in full notice and a lien waiver.  We are very sorry about any misunderstandings.

I am sorry [redacted] is unhappy that she has to pay extra for grids in her sliding glass door.  The contract was read and gone over with the customer by my sales rep.  Grids are not standard items in any patio door, they are an option.  [redacted] says she was looking at a brochure that my...

rep left with her, that shows different pictures of the door styles.  The picture she was looking at had a woodgrain finish (whiich is an option), it also shows brass handles (which is an option), and her door was all white with a standard white handle.  The contract is clear that no grids were purchased, there is even a box that shows if particular options are chosen on the contract, which was not checked.  People can't just assume they are  getting something from pictures in a brochure.  She did not complain about getting a woodgrain finish, nor brass handles even though they are pictured in the brochure along with grids an options.  At any rate, she was not charged for grids in the first place, so it is only reasonable to assume that if she would like to have grids, she must pay for them.  We certainly are willing to accomodate whatever preferences she would like, but not for free.  That is why my contract states in big, black, bold letters "DO NOT SIGN THIS AGREEMENT BEFORE YOU READ IT, OR IF IT CONTAINS ANY BLANK SPACES, YOU ARE ENTITLED TO A COMPLETELY FILLED IN COPY OF THIS AGREEMENT."  If [redacted] assumed she was getting grids, she should have done her due diligence by either asking or reading the contract, which gave her a 3 day right to rescind or add them to the initial order.  I am so sorry, and will order the grids immediately if she wishes to entertain an addendum to her contract.

I will accept your offer to send in 280.50 as a resolution to this matter.  Sorry you didn't want to take me up on the offer I made.  We did order a like/kind which is a fixed window.  I believe your HOA does not make things clear by mentioning the profile of the window must be close to the original, as there are hundreds of fixed windows out there all with different profiles.  If you can please mail a check in to my office at [redacted] before Dec. 7th, I will consider this issue resolved and once your check clears my bank, we will e-mail you that your obligation to Gravina's has been satisfied.  Thank you, and have happy holidays.

[redacted] we are sorry for the issue with your gutter. I do know [redacted] and [redacted] were out to address and hopefully fix the issue for you awhile back. [redacted] told me he had followed up with you about the leak after he fixed it and we had not had any wet weather to gauge this against. Since we have...

not heard from you in awhile I would hope everything is good for you know. We are here if you need any further assistance. [redacted] told you to contact him directly if you have nay other issues. We will come out again if you need any further assistance.

Initial Business Response /* (1000, 9, 2015/07/08) */
Customer states that we would fix the window trim so they are all uniform. No promise from this company was made. Contract called for new windows to be installed and customer would furnish any necessary wood trim 1 x material for any windows...

they wanted new trim for. We used what they supplied, which they were short on material. They also wanted us to replace some boards around a window that had wrought iron burglar guards installed, and my installer told them it needed removed because the lag screws were holding the trim, and needed removed. My installer told them when this was accomplished he would return for free and install new boards. They say there was no communication on our part, but the customer was never around, so we couldn't communicate due to their negligence. I know this because I left several calls that went unheeded. They state the workmanship is poor, however, the customer specifically told me how much she liked the windows and what a great job the installers did for them. Now, it's sour grapes because after 3 free trips to accomodate their lack of providing enough trim material, I told them we couldn't keep coming back for free. We will be more than happy to provide whatever they would like, as long as they are willing to pay for it. Their lack of being home, and communication skills with regards to our company was horrendous. My installer's tried their best to accomodate their needs, but we can't keep coming back and performing work not included on the contract. If they would like additional services, we can come to an agreement about a bid for whatever they like. Her boyfriend keeps butting into this deal and threatened my brother about blogging about us, which he did. They sure loved everything til we shut off the freebies. Enough is enough.The nails they are talking about are 8 penny ring shank w/ heads, when painted over will blend in with the trim. Any necessary caulking to be done will be accomplished, as my installer was waiting for the customer to call him regarding some trim she wanted to pre-paint. Of course, she didn't do so. The flashing is installed correctly. My installer's will return and finish the caulking now, whether they are ready or not. They need to have a bit more communicative skills, besides threats. They were told by my installer that the windows on the addition were different than the rest of the house, and that we have thousands of windows we have trimmed accordingly. I can send [redacted] a copy of the contract whereby they were to furnish any necessary material. I don't want her to be mad, but she can't expect me to keep coming over 3-4 times when the material was supposed to be on the job when we initially installed the windows. Sorry it had to come to this.

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]

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Address: 950 W. Evans Ave, Harper Woods, Michigan, United States, 80223

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