Great Day Improvements, LLC

Please see the attached document. The message shown on the attached document was forwarded VIA
email to Mr. [redacted] which was then followed up with a subsequent site meeting
at his home. At that meeting, we reviewed the details of his project and
confirmed a start date of August 22nd with...

electrical and HVAC
meetings taking place on August 21, 2017. His project is in on schedule and
will continue through completion of his sunroom installation. As mentioned there were several iterations with the
[redacted] and securing a building permit that delayed the progress.  Sincerely, Thomas E[redacted]Regional General Manager  ------------------------------------------------------------------Fro...⇄ Tom E[redacted]Sent: Monday,
August 14, 2017 10:11 AMTo: [redacted]
[redacted]Subject: FW:
Sunroom Installation Dear Mr. [redacted], Allow me to first express our sincerest apologies for any
miscommunications or misunderstandings and confirm our commitment to you, our
customer. Our Company’s mission is to delight you, our customer, by delivering
exceptional quality sunrooms while offering exceptional levels of customer
service. We, myself and my team, understand that we have not lived up to this
level of customer service, at least to this point. We can only ask that you
allow us the opportunity to make up for it. As the Regional General Manager of the
Lorton office, I take full responsibility for the delays and lack of execution
on your project going forward. That being said, allow me to also remark that in
my 35 years with Patio Enclosures, most in a managerial position, I have never
lied to a customer. In that regard, I had promised you that installation would
begin 8/22 or sooner, which we are working diligently to honor.   The [redacted] email thread of Thursday, on which you were
copied, did not reference my emails to and phone conversation with [redacted]
[redacted] that occurred from July 25th up to and through August 8. Those
discussions included fees and “streamlining” details on what exactly was
needed, which I am happy to share with you. Our meeting with the County this
past week was to confirm exactly what remaining [redacted] items outside of
wind loading would be required for your project, and then forward that
information to [redacted]. That detailed list is why [redacted] mentioned in his
email about the fees, as he didn’t expect it be that complex.  Note: the
first correction list we received was drastically different than the most
recent. I would like to arrange a pre-construction meeting with you,
Rick C[redacted] our Installation Supervisor, and me this upcoming week. Preferably
Tuesday or Wednesday, at a time convenient for you. We can iron out any further
misunderstandings and work towards the aforementioned goals of our Company for
you sunroom project. Sincerely, Tom E[redacted]

Initial Business **sponse /* (1000, 8, 2015/05/13) */
May 13, 2015
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, 2015 I met with Mr. [redacted] to discuss his concerns and review the concrete situation. At that time I advised him I would speak with our concrete contractor and determine the best course of action. I was to speak with Mr. [redacted] again the week of May 4.
- 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 11 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 relationship. I further explained there is no timetable to complete the repair, but we would do our best to have it scheduled sometime this summer. He 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], [redacted]
Initial Consumer **buttal /* (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 with-in a couple of days and it has been a couple of weeks and no response as of yet.
Please keep this case open for 30 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 /* (4000, 17, 2015/06/05) */
June 4, 2015
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) days. Mr. [redacted] confirmed he was having difficulties with his phone. I also called Mr. [redacted] and could not get through on his phone until the third or fourth try. At 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 5 to look at the condition of the concrete.
- As explained to Mr. [redacted] on April 29 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 relationship. I further explained there is no timetable to complete the repair, but we would do our best to have it scheduled sometime this summer. He agreed and was fine with the results of our conversation.
- The deficiencies in the concrete as noted by Mr. [redacted] are cosmetic and not structural. He may continue the use of his driveway and garage with no issues.
- I will follow up with the concrete contractor the week of June 8 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]
[redacted], [redacted]

Initial Business Response /* (1000, 11, 2015/11/09) */
[redacted]
November 9, 2015
Alan K[redacted], GM
Great Day Improvements, LLC
224 8th Avenue, N.W.
Glen Burnie, MD 21061
Revdex.com...

Complaint Case # [redacted] from Mrs. [redacted]
Dear [redacted]:
This job was an insurance claim for a new roof. The customer also had a new house roof done just prior to our installation that was also an insurance claim. The gutter on the home was cut off prior to our install. The roofing contractor was to install all new gutter on the house and patio room.
The original installation was not flashed properly which caused an initial leak during a heavy rain. We responded by sending out another installer to fix the flashing.
During a second heavy rain, no new gutter had been installed thus causing the tracks to overflow into the room. Also, the tracks were clogged with dirt blocking the weep holes that directs water to the exterior and indicates that the room had been leaking for a while prior to our roof replacement.
Because the first leak was our fault, a good faith offer of $1000 for material damage was made. In conversation with Mrs. [redacted] when the leak happened, she mentioned that she was going to go to "goodwill to replace some items" as they were not that expensive.
We do have floor photos that show mold was there long before our install. Pictures will be provided upon your request.
Sincerely,
Alan K[redacted]
General Manager
Initial Consumer Rebuttal /* (3000, 13, 2015/11/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
To Whom It May Concern:
I offer the following list of facts in chronological order for the sake of clarity to repudiate several false statements made by Mr. Alan K[redacted] of Great Day Improvements.
Facts: (Leaking occurred during heavy rains caused by Hurricane Joaquin)
07/21/15 A contract was executed between Great Day Improvements and myself to replace Sunroom roof.
07/29/15 A separate contract was executed with another company to replace the shingled roof of the main house. Their representative stipulated that the sunroom roof needed to be replaced prior to their company replacing the shingles on the main roof. Attempts were made by the Project Manager to contact Great Day Improvements to coordinate work dates. Phone calls were never returned.
09/14/15 - 09/15/15 - Great Day Improvements replaced the sunroom roof, ripping the existing gutter that was in the joint between the sunroom and main house. Photos taken by myself, the USAA adjuster and Project Manager from other roofing company document this.
09/22/15 - The first leak occurred because the sunroom flashing not done correctly. Great Day Improvements sent someone out to re-do the job. I also contacted the Project Manager from the main roofing company and informed him of the leak. He came out that evening to inspect the finished repairs so that his roofers could proceed with their job of replacing the main roof shingles. (Photos and statement available)
09/23/15 - The shingles were replaced on the main roof. (No work was done to any gutters and the ripped gutter was still in place.) (Photos and statement available)
09/30/15 - The sunroom flooded again, this time damaging the flooring. Great Day Improvements contends the flooding was caused by the tracks overflowing, so they drilled drainage holes. (Photos available). Pat, employee sent by Great Day Improvement pointed out the ripped gutter. I told him that was the way Great Day Improvements had left it. He made no offer to fix it permenantly or even temporarily. The Project Manager from the main roofing company was also called and came out to inspect. He documented that the flooding was not caused by the main roofing job. (Photos and statement available)
10/01/15 - I contacted the VP of Sales and Marketing, Mr. G[redacted], due to lack of customer service provided by local area manager. He asked for list of damaged items and photos. All documentation along with photos were provided. (All email correspondences available)
10/09/15 - Video taken during another heavy downpour shows that the ripped gutter was directly causing the tracks to flood. Video emailed to Mr. G[redacted].
10/22/15 - Per Great Day Improvements request via email and voice mail, I provided an invoice and written estimate to replace the sunroom floor and damaged contents to Mr. Alan K[redacted] and Mr. G[redacted]. (All email correspondences and saved voice mail available)
10/26/15 - Mr. K[redacted] called and offered me $1000 ( 1/5 of the estimate provided to him) and told me my invoice "was absurd." I verbally declined his offer.
I asked for a copy of the offer via email and refused the offer via email. I am holding the company liable for replacement of contents and flooring.
It is my hope that Great Day Improvements will take responsibility for the damage caused as a result of their poor workmanship on this particular contract. Otherwise, they may choose me to summon me for arbitration for which I am very well prepared.
Final Business Response /* (4000, 20, 2015/11/18) */
Our response is attached.
(Revdex.com - converted from original document. See file.)
________________
As previously stated we have made a fair offer of $1,000 for the content damage due to the leak from our initial installation. Please find attached photos of mold on Ms. [redacted]'s existing floor which would have not occurred due to the initial leak as we responded in a timely manner to correct the issue.
The old roof was removed on September 14, 2015, we installed the new one on September 15, 2015. The contract did not state to install new gutters as Mrs. [redacted] had contracted with a roofing company to do that work. Our portion of the work was completed on September 15, 2015. On September 22, 2015 Mrs. [redacted] called in after a severe rain storm in the area and reported a leak. We sent a crew out on September 23, 2015 to repair.
On September 23, 2015 we received the following e-mail from Mrs. [redacted]:
-----Original Message----- From: [redacted] (mailto:[redacted]) Sent: Wednesday, September 23, 2015 12:22 PM To: Ted N[redacted]; Hollie P[redacted] Subject: [redacted] Residence - [redacted]
Couple of comments regarding the water damage.
1. Unfortunately, the couch is not salvageable. It is still wet this morning and I think even if I could get it to dry - it will start to smell. It is not a new couch by any means, but I think it only fair that I be able to replace it with "new" used couch from the Goodwill/Salvation Army. 2. The desk does have some water damage - but it still useable. (Though I will be on the lookout for a "new" used one as well). 3. The home school materials I have been able to locate online and reprint and/or will be able to get copies from other families. (Cost-time, ink, and paper)
Also, I really need to know when they are planning to install the door since I will need to be home for that.
Thank you,
[redacted]
**Please copy [redacted] on all email correspondence as I am not in the office full-time. This will allow for any follow-up issues to be dealt with in a timely manner, THANK YOU."
_

Tell us why here...
[redacted]
 
[redacted]
 
[redacted]
 
On Wednesday October 12, 2016 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 charge. Mr. [redacted] was satisfied with the service work that was performed. Our 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 Mr. R[redacted] our Installation Manager and will still recommend our company.
 
 
Sincerely,
Thomas E[redacted]
General Manager

Initial Business Response /* (1000, 5, 2016/06/17) */
June 16, 2016
[redacted]
Mr. [redacted] requested installation for a...

Saturday in order to work it into his schedule. As Saturdays are a busy installation day, we could not install his door until June 4, 2016, five (5) weeks after the sold date. His door was ordered as per the salesman's paperwork. Unfortunately the door style numbers were inverted from an 110DC to a 101DC, hence the wrong style door was manufactured and installed on Saturday, June 4th. A new door slab was ordered on June 6th through the manufacturer, ProVia. The new door slab is due to arrive to us on June 20, 2016. I have spoken to Mr. [redacted] and we are going out on Tuesday June 21, 2016 at 6:00 pm to switch out to the correct door slab and complete the contract. During 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

We have reviewed the customer’s concerns and have arrived at an agreement. Great Day Improvements is standing behind our warranty. All 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

[redacted]
[redacted]
 
The statement from Mr. Tim
[redacted] is generally accurate – GDI did experience delays in obtaining the CAD
drawings and building permit that led to the ultimate delay of the project.  After the original Revdex.com
complaint in Mid-August, Tom E[redacted] (Regional Manager), Rick C[redacted]
(Installation Supervisor), and Mark T[redacted] (Sales Representative) arranged a
site-visit and pre-construction meeting, which was held August 15th.
The meeting went well and the project appeared to be on track.  As Mr. [redacted] mentions,
September 5th was the target completion date – this was due to the
customer leaving for an out-of-town trip in Mid-September. GDI was aware of the
goal date and promised to work diligently to honor the deadline. The window of
time in order to install his room was quite narrow – GDI had to coordinate the
[redacted] revisions, the filing and obtaining of a building permit, the order
of the materials from its Manufacturing plant in Macedonia, OH and then await
shipment of the manufactured good. The customer was aware of these challenges.  The Washington branch put a
rush on the order and was able to receive the material in time to hit the
deadline. Site preparations at the [redacted] residence began on August 22nd,
which was the agreed upon start date. The permit was obtained on the 25th before
construction of the room began. Unfortunately, the progress was stopped as the units
were manufactured to the incorrect width, as Mr. [redacted] mentioned in his
response. The units will not be manufactured and shipped until September 19th,
when the customer will be out of town.  Regarding the financing and
payment terms, [redacted] is our third party lender and a staple lender in the
construction industry. They have “purchase windows” on all of their plans,
which allow the customer to draw upon their approved line of credit for 4
months (from the time of purchase). Although GDI completely understands the
customer’s frustration and wishes the room could have been installed sooner,
the reality is that the design, drawing, permitting, and building of a sunroom
is not a simple process, and it can take a number of months to complete the
project, especially in certain municipalities that operate under strict
building codes.  Mr. [redacted] has requested that
the project be completed no later than October 25th – GDI agrees
that the timeframe is reasonable and sees no issue in meeting this deadline,
barring any other unforeseen challenges and assuming reasonable weather. GDI
will also discuss/consider the possibility of a goodwill offer to Mr. [redacted] to
compensate him for any further lost time.   Drew
W[redacted]

Initial Business Response /* (1000, 8, 2015/08/27) */
[redacted]
August 26, 2015
John F[redacted], GM
Stanek Windows
By Great Day Improvements, LLC
8000 Broadview Rd.
Broadview...

Heights, OH 44147
Revdex.com Complaint from Mrs. [redacted], Case # [redacted]
Dear [redacted]:
Mrs. [redacted]'s job was sold on 9/30/2014 and installed on 11/18/2014. The sales representative that sold the job was very honest about the lead time required by Stanek Windows to order, measure, manufacture and complete her window installation. Great Day Improvements installed the window within the timeframe provided to the customer. During the installation, a piece of glass was cracked, requiring that particular piece of glass to be re-ordered.
Great Day Improvements immediately ordered the failed glass, and in early December, our service technician went to the [redacted]'s residence to make the repair. Unfortunately, that piece of glass also broke. Stanek Window employees handle thousands of pieces of glass per year, and unfortunately, a very small number of these pieces randomly break. That same evening, I talked to [redacted] on the telephone, apologized for the random breakage of her replacement glass, assured her that the new replacement glass would be ordered immediately, and discounted the job by $300 upon her insistence.
Once again, Stanek Windows by Great Day Improvements re-ordered the failed piece of glass. Finally, on December 29, 2014, our service technician visited the [redacted] residence and replaced the failed piece of glass. At this point, [redacted] requested a formal letter from me assuring her that if anything went wrong with the window in the future, Great Day Improvements would stand behind its product. Although all GDI customers receive a Limited Lifetime Warranty upon purchase of a product, I granted [redacted]'s request and sent a formal letter to her home.
In the letter, I thanked [redacted] for her patience and I provided specific instructions for reaching the Stanek service department if she should ever experience any issues with the window in the future. Although [redacted] is now claiming that she has a performance issue with her window, she has yet to contact Stanek Windows to schedule a service call. The consumer's desired solution is to seek additional money back. We will be contacting the customer to schedule a service.
Sincerely,
John F[redacted], GM
Stanek Windows
By Great Day Improvements, LLC
8000 Broadview Rd.
Broadview Heights, OH 44147

Initial Business Response /* (1000, 5, 2015/12/09)...

*/
[redacted]
Mr. [redacted]'s window needed to be serviced due to a minor adjustment issue from the factory. Our service technician was sent to the [redacted]'s home and the window was repaired immediately. A problem report was created and sent to the corporate manufacturing office in an effort to prevent improper alignment of windows out of the factory in the future, and to continually drive improved quality.
I have personally spoken to Mr. [redacted] and I have apologized to him for the inconvenience of having to schedule service for his window immediately following the installation. Moving forward, I asked Mr. [redacted] to contact me personally with any requests for service or new windows. Stanek Windows by Great Day Improvements is committed to manufacturing, installing and servicing our customers in the most professional manner with a commitment to high quality windows that will last a lifetime.
Sincerely,
John F[redacted]

Initial Consumer Rebuttal /* (2000, 7, 2015/12/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I have received a gift card from them for my troubles and despite this being the second time that I have had an issue with installation of my new windows, I told John I accepted his apology. His apology was sincere and that meant more to me than his gift card. I appreciate him rectifying my issue but I will be apprehensive about using them again when we replace our six other windows come the spring time.

I am rejecting this response because:Tom E[redacted]'s message of Aug. 14 acknowledged the failure to live up to exceptional customer service and asked for the opportunity to make up for the failure to do so.   Since then there has been no change, however, and indeed things have gotten worse.Great Days Improvements/Patio Enclosures PEI) has now acknowledged it will not complete the project, including County final inspections, by September 5, 2017 -- the date promised by senior manager Tom E[redacted].  Also, the promise to "work through the weekend if necessary" was not followed through on.  Construction now has been stopped.  I discovered PEI had installed walls longer than agreed as reflected in both the approved plans and an addendum to my contract with PEI.  This necessitates going back to square one.  Part of project will have to be deconstructed and all County inspections will have to be re-done.  New custom window/door units have to be order and will not be ready until September 19.  Resumption of work will not begin until Oct 11 now.  I have asked for a new, firm completion date -- suggesting Oct. 25, which seems more than reasonable -- and a penalty of $500 a day, doubling every week thereafter.  I was offered and accepted the PEI promotional financing through [redacted] and was told that the loan window for the project was open for five months.  In fact, it is only four months, as followup information from [redacted] made clear -- all monies having to be expended by then.  Because of PEI's acknowledged delays and lack of execution on the project, the PEI payment schedule extended behind this window, meaning that if I didn't draw on the zero percent financing by August 27, I could not draw any of the unused financing line to make payments after that date.  Note: PEI finally started construction on August 22 and only got the required County permit on August 25.  In internet searches, I have found other complaints along these lines regarding PEI's zero-financing promotion.  If PEI completed construction work on a reasonable this would not be a problem.  Question: is this a cognizant PEI practice to force early payment before contract payment benchmarks keyed to the state of construction?  I have now paid the entire $46,000+ in contract and because of PEI construction errors we are back to the stage of needing to get new County inspections.  My contract was signed in later April.   I'm now asking that construction be completed NLT Oct. 25.

Initial Business Response /* (1000, 7, 2015/10/19) */
[redacted]
October 19, 2015
John F[redacted], GM
Patio Enclosures
By Great Day Improvements, LLC
8000 Broadview Rd.
Broadview...

Heights, OH 44147
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 approved. In our job folder notes, the branch documented a telephone call to the engineer within the City of [redacted] responsible for recording drainage information. Unfortunately, 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 met. The [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 expense. Even 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 deadline. As of this moment, a bannister on the stairs needs to be changed out and the job will be called completed.
Sincerely,
John F[redacted]

Initial Business Response /* (1000, 5, 2015/07/09) */
Ms. [redacted] is correct in the fact that she contracted with Patio Enclosures to construct a deck and a sunroom on the rear of her home. Patio Enclosures is a remodeling contractor not a landscaping or yard maintenance company. Over the past 38...

years of servicing Pittsburgh and surrounding areas we have learned from experience that we cannot guarantee weeds won't grow under a deck we construct nor would we ever expose ourselves to the liability of maintaining a weed free environment under any structure we build.
Mr. S[redacted] and the lead installer have 48 years of combined experience in the Installation of the products we build and have built throughout the area and what we can and cannot guarantee. The statement that both of these Patio Enclosures employees expressed that weeds would not grow under this deck is erroneous.
A deck has 1/4" gaps between the deck boards to accommodate expansion and contraction of the material. These gaps will allow some sunlight to shine through. Therefore, weed growth is definitely a possibility. Controlling weeds under the deck is not part of the work contracted and will require continued maintenance.
Dan G[redacted]
General Manager
Initial Consumer Rebuttal /* (3000, 7, 2015/07/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It is completely untrue that Patio Enclosure did not make the promises they did concerning weeds. Think about the name of the outfit: Patio Enclosure. We originally contracted with them to make a solarium enclosure to replace the existing one that was leaking. While Jason was there, we pointed to the problematic nature of our back yard, that it was overrun with weeds that had grown through the brick floor. Jason did say that the deck would solve the weed problem, and that was the premise for constructing the deck. It was highly surprising that when the construction actually took place, no effort was made to combat the weeds beforehand. We have weeds on the side and it is a well-known and common practice to put down a thin sheet of black tarp before dispersing bark or other mulch. I asked the construction person why there was no tarp, and again I was assured that there would be no weeds. We were expecting that at least some measures would be taken other than the mechanical construction of the deck itself. By the way, we had to call Patio Enclosure after the construction itself to get them to finish the mechanics of the job--the side of the deck was ugly unpainted wood that was an eyesore to our neighbors. After much discussion they finally closed up that hole. But the issue of the nascent weeds did not re-emerge until the spring. Sure enough, once spring arrived, so did the shoots of grass and weeds through the spaces of the weeds. The response we got from the company was so insulting. After spending so much money to deal with a problem, and to get such a callous response from them, is so frustrating. I would like customers to be very careful dealing with this company and if people decide to deal with them, they should have every detail of the contract written down on paper and signed by the company personnel otherwise they will tell you that things they actually assured you of are not part of the contract because it is not written in the contract.

(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 Charge. There was no hourly rate quoted to me. When 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 me. When I initially spoe with Teresa M[redacted], admin/permit control, she quoted me about 220.00 with a SERVICE FEE of 140.00. What is a service fee? It says nothing about that on the contract. I had to give them the money upfront on my credit card and then had to contact them in order to receive an invoice. The contract specifically says that there is a lifetime warranty on the materials and after 2 years, if there is a problem, then the consumer is responsible for the LABOR RATE.

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 $750 for customer satisfaction.
Please consider this matter closed.

I am rejecting this response because:
Great Day Improvements (GDI) stated in their advertisement that the initial consultation was free. Clearly, the legal obligation commences after the contract is signed and the down payment is made.The consultant covered design parameters (measure and engineering) in the meeting, and relayed the info  by phone to his support team while in our home.The hand "drawing" was made BEFORE the signing of the contract to illustrate the finished product.Second, there was no tangible performance by GDI: HOA did not receive the purported forms; my wife is a member of its board. The reason we could not proceed with obtaining the HOApermit was due to my wife's illness which required multiple surgeries and recovery.Third, initially GDI "refused" to settle and flatly stated that the monies would be kept in whole.Fourth, my repeated attempts to resolve this matter amicably with GDI, in writing, fell on deaf ears; ignored, discounted.I selected GDI in good faith based on their advertised literature and complied "in good faith" with my end of the commitment.

Initial Business Response /* (1000, 8, 2016/04/27) */
[redacted], Dispute Resolution Consultant
[redacted]
April 26, 2016
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: 2016-04-14
Dear [redacted]:
On January 9, 2013 (the "Effective Date") Great Day Improvements, LLC acquired the assets of Stanek, including the "Stanek" brand names and the trademarks. On 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 properly. Under no circumstances, was the guide intended to be used as a warranty. However, [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 10 years". When Great Day Improvements, LLC took over the assets of Stanek Windows, the Care and Maintenance Guide was not updated immediately. Therefore, 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 normal business hours. Upon 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 issues. Stanek 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 /* (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 door. The screen door will not fit in my car for me to drop off in Macedonia. If I was to have Great Day Improvements pick up my screen patio door it would cost me a $125.00. My local hardware store replaced the screen for $70.00.

[redacted]
The contract Mrs. [redacted] signed when she originally purchased the room states that after the...

first 2 years there will be a service charge for any repairs required. A service charge is variable due to the amount of time it takes to do the service.

Our service fee is $140.00 for the first half hour and an additional $90.00 for every half hour over for all customers that we service and are out of their two year labor warranty. Service payments are due upon the customer's acceptance of the service fees. Mrs. [redacted]'s service is expected to take 2 hours. Normal charge for a 2 hour service call would be $410.00 plus materials not covered under warranty. There is no cost for the warranted glass. Our service department erroneously quoted $320.00 for which we are quite willing honor.
We would be sending a crew of 2 men do the service, not 2 crews.
Regards,
Dan G[redacted]
General Manager

We stand by our original response. We could supply the glass free of charge for consumer pickup at our facility, delivery is not included. Mrs. [redacted] can then have it installed by a contractor of her choice. Dan G[redacted], GM