Great Day Improvements, LLC

We have reviewed the customer’s concerns and have arrived at an agreementGreat Day Improvements is standing behind our warrantyAll future warranty issues must be discussed and approved with Great Day Improvements prior to any work being done Regards, Dan K [redacted] VP of Operations

Tell us why here [redacted] [redacted] [redacted] On Wednesday October 12, our Installation Manager met Mr [redacted] at this home and replaced the aluminum cladding that had deteriorated, and, as per our warranty was performed at no chargeMr [redacted] was satisfied with the service work that was performedOur company was tardy with the response time from the original call to the final service date I followed up with Mr [redacted] and apologized for our poor response time, he was pleased with the attitude and action by MrR [redacted] our Installation Manager and will still recommend our company Sincerely, Thomas E [redacted] General Manager

Tell us why here...Please see the attached response(Revdex.com - converted from original document See file.)I met with Ms [redacted] on Tuesday, November 22, at her residence to review her issuesI was first made aware of this problem on Monday, November 21, My Office Administrator told her I would be calling her Monday afternoonThe complaint was submitted the same dayAfter reviewing of the situation, I identified that the issues that she is having has nothing to do with the windowsAfter we opened the door to the room where she said the window was leaking, I gauged the temperature of the room at degreesAs I used my temperature gun on the window, no leaks were presentWe sat in the room several minutes with the door being openThe temperature rose to degreesThe window temperature also went upWith my background in home improvements, HVAC, & Electrical I asked, where is your air return in this room? I was not surprised to find there was not oneThis property is a condo and many construction projects such as this will do many things to keep costs downOne such common practice in HVAC is to use a stairway as the only air return used for heating & cooling air in the furnace, rather than cutting an air return into each roomThe only way to balance the air in the upstairs rooms is to leave the door openSo naturally when the door is closed there is no circulation, the room gets cold as hot air risesIt was only natural to blame the windowsI explained to our customer that this is an HVAC issue and not an issue with her windowsShe understood and agreedI am still sending a technician out there to double check the windows and give the customer peace of mind that we do stand behind our product Thank you, Chad M [redacted] Branch Manager

Tell us why here Great Day Improvements has come to a mutual agreement with the consumer to reimburse the cost of the ceiling fan as requested and pay the amount of $for customer satisfaction Please consider this matter closed

Initial Business Response / [redacted] (1000, 5, 2016/06/17) */ June 16, [redacted] Mr [redacted] requested installation for a Saturday in order to work it into his scheduleAs Saturdays are a busy installation day, we could not install his door until June 4, 2016, five (5) weeks after the sold dateHis door was ordered as per the salesman's paperworkUnfortunately the door style numbers were inverted from an 110DC to a 101DC, hence the wrong style door was manufactured and installed on Saturday, June 4thA new door slab was ordered on June 6th through the manufacturer, ProViaThe new door slab is due to arrive to us on June 20, I have spoken to Mr [redacted] and we are going out on Tuesday June 21, at 6:pm to switch out to the correct door slab and complete the contractDuring this process, the customer's sales representative also spoke with him and explained that we would make the door right without any additional compensation Thanking you in advance, Ken M [redacted] Operations Superintendent Stanek Windows By Great Day Improvements

Initial Business Response / [redacted] (1000, 8, 2016/04/27) */ [redacted] , Dispute Resolution Consultant [redacted] April 26, John F [redacted] , GM Stanek Windows and Patio Enclosures By Great Day Improvements, LLC [redacted] Revdex.com Complaint Case # [redacted] Consumer: Mrs [redacted] Case Opened: 2016-04- Dear [redacted] : On January 9, (the "Effective Date") Great Day Improvements, LLC acquired the assets of Stanek, including the "Stanek" brand names and the trademarksOn March 27, 2013, Tom and [redacted] purchased windows and were given a complimentary document entitled, "Stanek Care and Maintenance Guide"This guide is used as a reference in keeping windows maintained properlyUnder no circumstances, was the guide intended to be used as a warrantyHowever, [redacted] 's statement is correct, the original Care and Maintenance Guide indicates that "Stanek Windows will re-screen your screens at our factory or showroom, free of charge, for a period of years"When Great Day Improvements, LLC took over the assets of Stanek Windows, the Care and Maintenance Guide was not updated immediatelyTherefore, the [redacted] 's "Care and Maintenance Guide" has this statement As a gesture of goodwill, Stanek Windows by Great Day Improvements will honor the statement that reads"Simply drop off your screen to us during business hoursUpon completion of the repair, our service department will contact you to arrange for pick-up"Moving forward, The [redacted] 's "New Limited Lifetime Warranty", as provided by the Stanek customer service department, takes precedence as the document for all warranty issuesStanek Windows looks forward to re-screening the [redacted] 's patio door screen at our offices located at [redacted] Sincerely, John F [redacted] General Manager Initial Consumer Rebuttal / [redacted] (3000, 10, 2016/05/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) The screen that needs to be replaced is from my patio doorThe screen door will not fit in my car for me to drop off in MacedoniaIf I was to have Great Day Improvements pick up my screen patio door it would cost me a $My local hardware store replaced the screen for $

Initial Business **sponse / [redacted] (1000, 8, 2015/05/13) */ May 13, Ms [redacted] Consultant Revdex.com [redacted] **: Case # [redacted] Mr [redacted] Dear Ms [redacted] : Please allow this correspondence to confirm the receipt of the above referenced Case #In response please allow me to offer the following: - On April 29, I met with Mr [redacted] to discuss his concerns and review the concrete situationAt that time I advised him I would speak with our concrete contractor and determine the best course of actionI was to speak with Mr [redacted] again the week of May - After speaking with our concrete contractor it was decided the best course of action would be to saw cut the existing concrete pad and pour a new pad with additional expansion joints and relief cuts - I spoke with Mr [redacted] on Monday May and advised him even though concrete is NOT covered under warranty, and that is clearly noted in the contract and other documentation, we would incur the expense of repairs as a good faith gesture to maintain a good business relationshipI further explained there is no timetable to complete the repair, but we would do our best to have it scheduled sometime this summerHe agreed and was fine with the results of our conversation Should you have any questions, please do not hesitate to contact [redacted] in our Corporate Office in [redacted] **gards, [redacted] , [redacted] Initial Consumer **buttal / [redacted] (3000, 15, 2015/05/27) */ I didn't respond because I didn't want to click on yes I am still waiting for the concrete contractor to call me and set up an appointment to come and look at the garage floor I was told he would contact me wia couple of days and it has been a couple of weeks and no response as of yet Please keep this case open for days, I will contact you as soon as I hear from the concrete contractor Thank you for your cooperation in this matter [redacted] Final Business **sponse / [redacted] (4000, 17, 2015/06/05) */ June 4, Ms [redacted] Consultant Revdex.com [redacted] **: Case # [redacted] Mr [redacted] Dear Ms [redacted] : Please allow this correspondence to confirm the receipt of the above referenced Case #In response, please allow me to offer the following: - Our concrete contractor made several attempts to contact Mr [redacted] over the last (10) daysMr [redacted] confirmed he was having difficulties with his phoneI also called Mr [redacted] and could not get through on his phone until the third or fourth tryAt that time I left a message for Mr [redacted] and he returned my phone call and text - I confirmed with Mr [redacted] our concrete contractor made contact with him and will meet with him on Friday June to look at the condition of the concrete - As explained to Mr [redacted] on April and May 11, I advised him even though concrete is NOT covered under warranty, and that is clearly noted in the contract and other documentation, we would incur the expense of repairs as a good faith gesture to maintain a good business relationshipI further explained there is no timetable to complete the repair, but we would do our best to have it scheduled sometime this summerHe agreed and was fine with the results of our conversation - The deficiencies in the concrete as noted by Mr [redacted] are cosmetic and not structuralHe may continue the use of his driveway and garage with no issues - I will follow up with the concrete contractor the week of June and follow up with Mr [redacted] at that time Should you have any questions, please do not hesitate to contact our Corporate Office in [redacted] [redacted] , [redacted]

(The consumer indicated he/she DID NOT accept the response from the business.) When I Called about the glass replacement, they quoted me a price for labor with an additional Service ChargeThere was no hourly rate quoted to meWhen I inquired about the service charge, I was told that I lived out in [redacted] and that they due to the distance the price included paying for the gas to service meWhen I initially spoe with Teresa M***, admin/permit control, she quoted me about with a SERVICE FEE of What is a service fee? It says nothing about that on the contractI had to give them the money upfront on my credit card and then had to contact them in order to receive an invoiceThe contract specifically says that there is a lifetime warranty on the materials and after years, if there is a problem, then the consumer is responsible for the LABOR RATE

Initial Business Response / [redacted] (1000, 7, 2015/10/19) */ [redacted] October 19, John F [redacted] , GM Patio Enclosures By Great Day Improvements, LLC Broadview Rd Broadview Heights, OH Revdex.com Complaint from Mrs [redacted] Revdex.com Complaint Case# [redacted] Dear [redacted] : The Cleveland Branch of Patio Enclosures was well aware that the City of [redacted] was awaiting drainage information before the building permit was approvedIn our job folder notes, the branch documented a telephone call to the engineer within the City of [redacted] responsible for recording drainage informationUnfortunately, he was on vacation for a week and he did not leave a forwarding number within the City where Patio Enclosures could be assisted in the completion of the permit Once the permit was received, the building of the deck commenced immediately so that Mrs [redacted] request to use the new sunroom for her son's 13th birthday party would be metThe [redacted] 's were unaware that the deck actually extends past the opening of their sliding door, and is constructed in this manner to allow for proper movement upon walking in and out of a sunroom [redacted] insisted that the electrical outlets above the patio door be moved outside of the area where the room was to be constructed at Patio Enclosures expenseEven though Patio Enclosures did not have a contract for electrical work at the [redacted] 's home, the request was granted pro bono using the Patio Enclosures' electrician, and the work was completed quickly The room was completed in time and Patio Enclosures met the very important 13th birthday party deadlineAs of this moment, a bannister on the stairs needs to be changed out and the job will be called completed Sincerely, John F [redacted]

(See file for original document.)In response to Patio Enclosures letter that I first contracted to have this room constructed I was told that they would build this structure the most cost- effective and proper way possibleAll engineering was handled by Patio EnclosuresThere is a clause in the contract that states that after the engineers report if it disclosed additional problems, such as structural issues that would increase the costs that we could cancel the contract less the cost of the engineer billThere were no such issues brought to our attention.The project ran much longer than promisedI was assured that everything was properly done; I am not a carpenter and relied on the contractorWe were never told that the deck was in need of a major beam to move forward even at this point in construction.When Patio Enclosures came to look at our complaints of the sag in front of the sliding door and the nail that had completed come up through the new vinyl floor and the other nails that are already starting to pop through they admitted to me and a companion that was with me at the time that there was a problem and they would take care of it, including replacing the damaged flooring.Patio Enclosures returned with Techno Post Company that said that the piers they had put in had not shiftedPatio Enclosures determined that they would need to install a new beam to remedy the situation.At that point they told us it would cost us an additional $dollarsWe believe that this is something they should cover.When they finally sent their workman over we were expecting they were going to install a beamThe carpenters told me that had some X lumber in their truck not a beamThere was no beam to be installedI asked if this would solve this problem and was told hope so".This is not acceptableI paid $per square foot not including taping, paint and the electrical for this roomThe room has been paid in full and all inspections completed and passed; now there is this problemThis is not acceptable under any circumstance, as far as the bill for $they sent out with the workman and wanted payment in full before the work commenced I "X"'d it outI feel that the additional money they want to charge to fix something they did not correctly construct is not my responsibility but theirsFurthermore there is no guarantee that they were going to offer that this was the correct remedy for the situationThey said a beam and they sent workman with various X 4'sI had also asked for an engineer to sign off on the remedyAll I am asking is for this work to be done properly and in a Workman like manorWhat I have now is not what was stated by their own representative who told me they would take care of it.I am deeply upset about how I am being treated and being portrayedSincerely,*** ***

Thank you for taking the time to communicate to us why our patio room did not meet our customer’s expectations. We have every desire to address their needs and provide the best solution available to resolve their issue indicated in this complaint
As indicated with this complaint, the
timelines from the initial contract signing to the start of complainant’s project took longer than due to provisions necessary with the municipality’s approvalWith multiple phone calls with *** *** during the pre-construction period and through the construction period, Great Day Improvements made attempts to place timelines providing a service that would serve for years to come with the complainant’s new patio room
Further, Great Day Improvements addressed the complainant’s concerns with an in home visit to help better understand the complaints, concerns, and plans, helping to provide solutions for both homeownersDuring this visit, the issues tabled were identified and Great Day Improvements performed work as solutions for the complainant’s as true remedies and compensation as timelines unfolded
Additionally, Great Day Improvements, through phone conversations with *** ***, presented two options as solutions regarding the deadlines involved with the lenderAs proposed to *** *** option one would involve a requalification as it relates to financing due to the approval having a set term by the lender (09/01/2016)The second option offered as compensation to the complainant’s as compensation for time, effort, and customer goodwill regarding their patio roomAs offered to *** ***, Great Day Improvements stated that we are approximately days behind with the project and offered $(seven hundred fifty) dollars based on $(seventy five dollars) per day for those daysWith the two offers tabled to *** *** Great Day Improvements offer of option number two was accepted
Great Day Improvements records indicate project completion on 09/08/
Through further discussion with the complainant’s, adjustments to the patio room were needed as a ceiling fan would be installed by Great Day Improvements with additions accepted by Great Day Improvements as compensation to the complainant’s to help customer “goodwill” as their project expectations were not metAs this process was outlined to the complainants regarding the removal of ceiling board and full removal of the finished exterior wall of their home were needed to add all new electrical to the structure as changes were made to switches to operate the unitAll of these conditions were accepted by Great Day Improvements to help further understand on how we can be better and offer a service to our customers identifying their needs
The secondary project to the patio room would be approximately five working days from start to finish as Great Day Improvements would need to schedule two separate trades for this resolution
Inspection of all work is done with the municipalities regarding patio room projects and unfortunately have little or no time qualifiers for our customers
Please accept our sincerest apology for any trouble or inconvenience we have caused. Again, we highly appreciate feedback as it will assist us in becoming better at what we do. As with any business like ours, the greatest advertising we can have is word of mouth from a satisfied customer. It’s our goal to retain them as a satisfied customer and will hope to serve *** and *** *** again in the future.
Thank you,
David P***
General Manager

Initial Business Response /* (1000, 10, 2016/04/15) */
April 15,
*** ***, Dispute Resolution Consultant
Revdex.com of Akron
***
RE: Revdex.com Complaint Case# *** (Ref#110-161542617-***-9-300)
Dear ***,
Mr***
purchased a 6" Super Foam Roof in October of As per the attached copy of their warranty, labor is covered for a period of two years and products not manufactured by Great Day Improvements, LLC will be covered only to the extent of the manufacturer's warranty
Mr*** contacted us on March 24, requesting that a technician come to look at his flashing as the paint is peelingWhen asked, he told us that he does not have a leakWe was advised him that he is out of his two year labor warranty, that the location that did his installation is no longer in operation and we would not be able to send out a technicianWe requested pictures to determine exactly what was peeling and to verify that it was a product that we manufacturedThe pictures were received upon our return on Monday, March 28thThe pictures were reviewedOn March 29th, we called Mr*** back and explained that the flashing is not a product manufactured by Great Day Improvements, LLC and was covered only to the extent of the manufacturer's warrantyWe further explained that that product would have been purchased from a local supply house and there is no way for us to substantiate who the manufacturer wasWe suggested that he contact a local contractor or handyman
Regards,
Dan K***
VP of Operations

I have reviewed Mrs*** concerns and have refunded her money due to the circumstances and delays of completing her service
Sincerely,
Steve B*** Regional Manager

Tell us why here
Great Day Improvements entered into an agreement on 9/14/with *** and *** ***I have attached a copy of the agreement (Document #1) which shows there were stipulations for any additional costs the customer could opt out of the agreementIt also states “no
guarantee on preexisting conditions”This job was permitted with architectural drawings and all inspections were done per building dept
At the re-measure it was noted of the existing deck construction and sent off for drawingsThe drawings were followed exactlySee document
Once we started the project and removed the top deck boards we could see better how the deck was constructed due to the closeness to the groundWe showed the owner and explained how the first 8’ of floor joist had to be removed and replaced as they were not attached and some were rottenIt also was stated to Mr*** that the deck needed to be bolted to the house and the existing deck did not have joist hangersSee document #(pictures)We explained to Mr*** there is a charge of $for thisHe did not want to pay anythingWe explained this needed to be done for the inspection to pass and he then stated verbally “fine do it” to the installers as well as the salesman whom wrote the ATC and sent to Mr*** to be signedHe never signed nor paid for the extra workSee document #
We completed this job 12/30/Mr*** contacted us on 3/20/in regards to nails popping on his floor of his sunroomWe went out and inspected and brought Techno post with us (They installed the footings) to see if the footings had movedThey had not movedUpon further inspection you could observe Mr***s existing floor joist deflecting causing the nails to pop on his floorWe then spoke with the Architect/ Engineer and sent him picturesHe stated a drop beam would need to be installed even though he stated his original design would work under conditions and questioned what was on the deckWe informed Mr*** if the Architect had specified the beam earlier in the process it would have been an extra charge back then as well as nowThe salesman provided the price to Mr*** while the installers were there as they were going to get the materials to start installing the drop beamMr*** after much discussion stated he would sign the ATC for the additional fundsHe proceeded into his home and returned with the ATC in an envelopeThe installers were instructed to open the envelope to ensure the signature and what was inside was not signedSee document #
The installation of the beam now being requested would have been an additional charge prior to installing the room as it is nowThe price for the beam is the same as it would have been if it was required previouslyUpon installing the beam the Engineer will provide new drawings for Mr*** as requested
Ron D***
Northeast Regional Manager

Initial Business Response /* (1000, 5, 2015/09/18) */
September 17,
Revdex.com of Akron
RE: Case # ***
Dear Revdex.com,
In regards to case #***, be advised that Mrs*** did contact our Corporate Office on September 3rd to schedule a service appointment (see
attached email)This was the day after the Revdex.com complaint was filed on September 2ndThe Bensalem PA Branch of Great Day Improvements covers that area and contacted the homeowners to confirm the service issue and inform them of the costThis occurred on or around September 8thMrs*** informed our office that the fee was entirely too much and they would hire a local handyman to repair
I personally spoke with Mrs*** yesterday, September 16, 2015, to follow up and offered to stop at her home the next time we were in her areaShe told us she would speak with her husband and call back if they changed their mind
Kindly advise if any further information is needed to resolve this matter
Sincerely,
Thomas E***
General Manager
Initial Consumer Rebuttal /* (3000, 7, 2015/09/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I did not call them after the BBC com0laint.I had called several times and left messages with no response the weeks before.That is why I made the complaint.I spoke with Tom E*** on Sept and he was supposed to email me his info so I could let him know when we could schedule the repair since he said he would waive the exorbitant fee of $per half hour.I never received an email from him but I called him on Friday September and left a message that we would like someone to come and repair the door asap since the fee was being waived
Final Business Response /* (4000, 9, 2015/10/05) */
October 5,
Revdex.com of Akron
Re: Case # ***
To Whom It May Concern:
Be advised that on September 23rd, 2015, Mrs*** and I exchanged emails concerning our service fee and the scheduling of the sameFurthermore, a service call is tentatively scheduled for this week, the actual day is to be determined
Sincerely,
Thomas E***
General Manager
Final Consumer Response /* (2000, 11, 2015/10/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Door was repaired today

Revdex.com staff had phone conversation with consumer Although he is still dissatisfied with his experience with the business, he is pleased they are refunding his full downpayment

Tell us why here
Great Day Improvements has honored our contract with Mr***. The contract states that Mr*** had days to rescind the contract and was given the “Notice of Cancellation” form to sign at the same time he signed the contract with us for this project
Mr*** was
to obtain his Home Owners Association approval for the addition of the Sunroom on his home as is also stated in the contract. The drawings (prepared by Great Day Improvements) and forms were submitted and the HOA turned down the requestGreat Day Improvements' Design Consultant then assisted Mr*** in resubmitting the information to the HOAAfter a period of time, Mr*** was contacted to see if the last submittal had been approved by the HOAMr*** would not tell us if it had or hadn’t
Mr*** is correct in the fact that that he can cancel at any timeHowever, the contract terms and conditions applyWe explained in writing that Great Day Improvements had incurred expenses and those expenses would be deducted from the down payment money for the project as is stated in the project
As a gesture of customer good will, we are willing to refund all down payment funds less $to cover Administrative, Engineering, Measure and our Design Consultants time and efforts toward this project

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.  The business did call and they have come to an agreement.

Mr.  [redacted] is correct in the fact the estimate is free.
 
The Design Consultant did a preliminary measure and provided a hand drawn sketch only of the proposed room at the time of the contract signing. This is required so the Design Consultant can give the customer a firm quote for their project during the site visit with the customer.
 
Again, after the 3 day rescission period, as required by law, the Terms and Conditions of the contract apply. The terms of the contract explicitly state that the Customer is to obtain the HOA approval and provide it to us. Therefore, the customer is in breach of the legally binding contract he signed.
 
However, as a gesture of good will and in light of the [redacted]’s medical issues, Great Day Improvements, LLC, dba Patio Enclosures has decided to absorb the Administrative, Operational and Sales costs we incurred and return Mr. [redacted]’s full down payment.

Tell us why here...Please see the attached response. (Revdex.com - converted from original document.  See file.)I met
with Ms. [redacted] on Tuesday, November 22, 2016 at her residence to review her
issues. I was first made aware of this problem on Monday, November 21, 2016. My
Office...

Administrator told her I would be calling her Monday afternoon. The
complaint was submitted the same day. After
reviewing of the situation, I identified that the issues that she is having has
nothing to do with the windows. After we opened the door to the room where she
said the window was leaking, I gauged the temperature of the room at 60
degrees. As I used my temperature gun on the window, no leaks were present. We
sat in the room several minutes with the door being open. The temperature rose
to 64 degrees. The window temperature also went up. With my background in home
improvements, HVAC, & Electrical I asked, where is your air return in this
room? I was not surprised to find there was not one. This property is a condo
and many construction projects such as this will do many things to keep costs
down. One such common practice in HVAC is to use a stairway as the only air
return used for heating & cooling air in the furnace, rather than cutting an
air return into each room. The only way to balance the air in the upstairs
rooms is to leave the door open. So naturally when the door is closed there is
no circulation, the room gets cold as hot air rises. It was only natural to
blame the windows. I
explained to our customer that this is an HVAC issue and not an issue with her
windows. She understood and agreed. I am still sending a technician out there
to double check the windows and give the customer peace of mind that we do
stand behind our product.  Thank you,  Chad M[redacted]Branch Manager