Complaint: [redacted] I am rejecting this response because:I do appreciate the refund of $and does begin to show a good faith effort on the part of Gregory Door and Window to rectify this situation however it falls far short of my original complaintSince there obviously appears to be a lack of communication both written and verbally, written on the part of Gregory Door and Window and what they perceive to be verbally on my part a solution I would find acceptable is a refund of 50% of the overcharge Gregory Door and Window stated I owed them less $already sent which would be a further refund of $ Regards, [redacted]
Complaint: [redacted] I am rejecting this response because: I do not disagree with with the sequence of events as stated by Ms [redacted] or the fact that I told the [redacted] employees to do whatever it takes to properly install the door I spoke by phone with Ms[redacted] after receiving invoice # [redacted] and she is well aware that my complaint is not with the quality of work done Again the sequence of events seem an obfuscation of the core complaint My complaint is very simple- [redacted] of [redacted] (apparently no longer there) sent me two quotes regarding the purchase and installation of a patio door The second revised written quote was after an estimator had been to my home and examined the jobHe was shown wood rot and removed interior trim to evaluate the job The revised quote sent to me by e-mail included the cost of the door and miscellaneous hardware, labor and the understanding that if any additional materials were used I would be responsible for the cost Even though I thought the quote for installation was somewhat high I agreed because I had used this company in the past and there work was of very good qualityI told him to proceed When installation was underway rot was found under the door and plywood and blocking had to be replaced I do not disagree with with the description of the work done or my agreement to do the work necessary to properly install the door It was my understanding that because I had agreed to open-ended materials this was the installers letting me know there would be additional charges I do not know where Ms[redacted] got her information that I was told there would be a $per hour charge for additional labor-I was NEVER-EVER told this-period!!!!! This is absolutely false!!! I do not know how to more emphatically deny this!! When I get a written quote-especially one revised after inspection- I expect that to be the word of the company and for them to stand my it as is my word to agree to pay it Obviously with [redacted] that is not the case The first time I saw the fact there could be additional labor charges was when Ms [redacted] e-mailed me an estimate with the total charges including those in dispute AFTER the work was completed To further illustrate my point-she stated in her rebuttal that I was told additional labor would be $70/hour(again this was NEVER told to me!) but for the sake of illustration on the estimate given to me after the fact it states very clearly that any additional labor was $60/hour It seems the written word of this company simply cannot be trusted Regards, [redacted]
11/14/ Response to Complaint # [redacted] Summary of events: We went to the jobsite to take measurements and prepare an estimate for the customerThis service and consultation is a $feeWe waived it for this customer The day of installation: once the employees were into it and the old door was out completely that's when they saw the wet rot and mold on the subfloor (picture attached)The customer was there when it was discoveredThey immediately told him this was not on the estimate; it would be $70/hour to completeHe authorized that by saying "Do whatever it takes"Had he not told them to move forward and fix it he would've had to find someone else immediately - he had a gaping hole in his wallHe chose not to stop them but verbally authorized them to continue workingHe was very fortunate they had the capability, skills and knowledge, and only be charged an additional $1,The employees reiterated the $70/hrand the customer just kept saying "Do whatever it takes" This would have cost him considerably more, especially given the fact that there was mold, which leads to mold mitigationHere are some links explaining how it should be properly donehttp://vvww.epa.gov/mold/, http://www2.epa.golglaws-regulati,,„ https://www.fema.gov/9500-series-policv-pu.blicationslmold-remediation, htto://moldremediation101.com/tag/envi rortrnental-protectionTagency: The second picture attached is the cut out of the wet rot and mold and the floor reconstructionListed below is what had to take place prior to installing the sliding glass doorAgain all of this was verbally authorized by the customerHe was there and saw what it took to remedy the situation - Pulled back carpet and removed moldy carpet pad - Remove rotten subfloor - Remove moldy insulation - Treat all mold affected areas with bleach [redacted] (Note the customer was told empathetically to open the drywall below, pull out the insulation, bleach it more, and allow air to flow through to dry things out more) - Pick up materials at local lumber company: 3/subfloor, 2xhem fir boards, 2xhem fir boards, subfloor adhesive, fasteners, insulation, carpet pad — this added an additional minutes to the job - Work around electrical - Work around heater vent - Sistered a new x floor joist to existing rim joist because of the mold damage to add support - Install x blocking - Cut 'A subfloor plywood to fit around forced air vent - Apply subfloor adhesive to all floor joists - Install 3/sheeting - Dispose of all mold-covered plywood, insulation and carpet pad *Notation — the RO (rough opening) of the old door was so out of plumb there were a couple of extra hours into squaring it up, planing the existing jamb in order to make the new door fit well Both employees are shocked the customer wants reimbursementAll three men know how hard they worked to make this come together at a moments' notice and end up with an excellent productThe customer said "Do whatever it takes"And we did, for him The customer has paid in full, but at the expense of contacting Revdex.com and now my time to write this, to see if can be refundedWe performed extra work we were ASKED to do when he was told it would be an additional $70/hrWe were told numerous times "Do whatever it takes"Again, we were taking care of him and his situation on the spot, WITH HIS APPROVAL All the above added another day of work, two menThey worked very efficiently, they didn't want to add any more cost than what was necessary to the homeowner's bill; I have very conscientious employees If this is "late" it's because we are very busy, it takes time to organize and put together the sequence of events, type them and send to Revdex.com Respectfully submitted, [redacted] President, [redacted] PO Box Breckenridge, CO
Complaint: [redacted] I am rejecting this response because:I do appreciate the refund of $and does begin to show a good faith effort on the part of Gregory Door and Window to rectify this situation however it falls far short of my original complaintSince there obviously appears to be a lack of communication both written and verbally, written on the part of Gregory Door and Window and what they perceive to be verbally on my part a solution I would find acceptable is a refund of 50% of the overcharge Gregory Door and Window stated I owed them less $already sent which would be a further refund of $ Regards, [redacted]
Complaint: [redacted] I am rejecting this response because: I do not disagree with with the sequence of events as stated by Ms [redacted] or the fact that I told the [redacted] employees to do whatever it takes to properly install the door I spoke by phone with Ms[redacted] after receiving invoice # [redacted] and she is well aware that my complaint is not with the quality of work done Again the sequence of events seem an obfuscation of the core complaint My complaint is very simple- [redacted] of [redacted] (apparently no longer there) sent me two quotes regarding the purchase and installation of a patio door The second revised written quote was after an estimator had been to my home and examined the jobHe was shown wood rot and removed interior trim to evaluate the job The revised quote sent to me by e-mail included the cost of the door and miscellaneous hardware, labor and the understanding that if any additional materials were used I would be responsible for the cost Even though I thought the quote for installation was somewhat high I agreed because I had used this company in the past and there work was of very good qualityI told him to proceed When installation was underway rot was found under the door and plywood and blocking had to be replaced I do not disagree with with the description of the work done or my agreement to do the work necessary to properly install the door It was my understanding that because I had agreed to open-ended materials this was the installers letting me know there would be additional charges I do not know where Ms[redacted] got her information that I was told there would be a $per hour charge for additional labor-I was NEVER-EVER told this-period!!!!! This is absolutely false!!! I do not know how to more emphatically deny this!! When I get a written quote-especially one revised after inspection- I expect that to be the word of the company and for them to stand my it as is my word to agree to pay it Obviously with [redacted] that is not the case The first time I saw the fact there could be additional labor charges was when Ms [redacted] e-mailed me an estimate with the total charges including those in dispute AFTER the work was completed To further illustrate my point-she stated in her rebuttal that I was told additional labor would be $70/hour(again this was NEVER told to me!) but for the sake of illustration on the estimate given to me after the fact it states very clearly that any additional labor was $60/hour It seems the written word of this company simply cannot be trusted Regards, [redacted]
11/14/ Response to Complaint # [redacted] Summary of events: We went to the jobsite to take measurements and prepare an estimate for the customerThis service and consultation is a $feeWe waived it for this customer The day of installation: once the employees were into it and the old door was out completely that's when they saw the wet rot and mold on the subfloor (picture attached)The customer was there when it was discoveredThey immediately told him this was not on the estimate; it would be $70/hour to completeHe authorized that by saying "Do whatever it takes"Had he not told them to move forward and fix it he would've had to find someone else immediately - he had a gaping hole in his wallHe chose not to stop them but verbally authorized them to continue workingHe was very fortunate they had the capability, skills and knowledge, and only be charged an additional $1,The employees reiterated the $70/hrand the customer just kept saying "Do whatever it takes" This would have cost him considerably more, especially given the fact that there was mold, which leads to mold mitigationHere are some links explaining how it should be properly donehttp://vvww.epa.gov/mold/, http://www2.epa.golglaws-regulati,,„ https://www.fema.gov/9500-series-policv-pu.blicationslmold-remediation, htto://moldremediation101.com/tag/envi rortrnental-protectionTagency: The second picture attached is the cut out of the wet rot and mold and the floor reconstructionListed below is what had to take place prior to installing the sliding glass doorAgain all of this was verbally authorized by the customerHe was there and saw what it took to remedy the situation - Pulled back carpet and removed moldy carpet pad - Remove rotten subfloor - Remove moldy insulation - Treat all mold affected areas with bleach [redacted] (Note the customer was told empathetically to open the drywall below, pull out the insulation, bleach it more, and allow air to flow through to dry things out more) - Pick up materials at local lumber company: 3/subfloor, 2xhem fir boards, 2xhem fir boards, subfloor adhesive, fasteners, insulation, carpet pad — this added an additional minutes to the job - Work around electrical - Work around heater vent - Sistered a new x floor joist to existing rim joist because of the mold damage to add support - Install x blocking - Cut 'A subfloor plywood to fit around forced air vent - Apply subfloor adhesive to all floor joists - Install 3/sheeting - Dispose of all mold-covered plywood, insulation and carpet pad *Notation — the RO (rough opening) of the old door was so out of plumb there were a couple of extra hours into squaring it up, planing the existing jamb in order to make the new door fit well Both employees are shocked the customer wants reimbursementAll three men know how hard they worked to make this come together at a moments' notice and end up with an excellent productThe customer said "Do whatever it takes"And we did, for him The customer has paid in full, but at the expense of contacting Revdex.com and now my time to write this, to see if can be refundedWe performed extra work we were ASKED to do when he was told it would be an additional $70/hrWe were told numerous times "Do whatever it takes"Again, we were taking care of him and his situation on the spot, WITH HIS APPROVAL All the above added another day of work, two menThey worked very efficiently, they didn't want to add any more cost than what was necessary to the homeowner's bill; I have very conscientious employees If this is "late" it's because we are very busy, it takes time to organize and put together the sequence of events, type them and send to Revdex.com Respectfully submitted, [redacted] President, [redacted] PO Box Breckenridge, CO