Gregory Door and Window

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*** ***Dear Sirs:I just received an e-mail from you saying this complaint was closed if I didn't respond in days I called your number in Ft.Collins and was directed to write an e-mail stating this was not the case In a previous response from Gregory Door and Window dated 12/12/they stated they would be sending me a refund check that week which as of this date has not been received The entire issue I have had with this company is them standing behind their written word this being the latest example of how they don't.Thank You*** ***
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ID #***Regarding mailing a check to the customer, I was waiting to hear back if that was acceptableI hadn't heard back so mailed a check last Wednesday, 12/24/Respectfully Submitted,*** ** ***

I understand the customer is satisfied with our quality of work, that's not the argument. It's the quality the customer doesn't want to pay for.He was told about the $60.00/hour when the floor dry rot was discovered, we only proceeded because of his authorization "Do whatever it takes". In the construction world it's called TIME AND MATERIALS. Extra labor is not covered under extra materials. Labor at the time was $60/hour. My employees told me the customer was told upfront about $60.00/hour as soon as the dry rot in the floor was discovered. Two employees were there, they vouch for each other. Customer stated he was "NEVER EVER" told. Both empathetically state the customer completely understood there'd be additional labor cost (in addition to any needed materials) to finish. The employees know how Time and Materials work, they've been doing this many years. They know NOT to proceed without authorization of the extra labor charge. The customer's "do whatever it takes" was the authorization.We had a price change three months ago, from $60 to $70/hour. Initially the estimate was $60/hour, I'd forgotten this and we will honor the $60.After all this back and forth what I'm understanding is this: because the extra labor wasn't on the initial estimate there's no paper trail and the customer's using that as a scapegoat not to pay for the extras.The customer paid us in full prior to contacting the Revdex.com, I will mail the $170.00 reimbursement check this week (the $60 being honored vs. the price change of $70/hr., 17 additional hours equaling the $170).Respectfully Submitted,[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 job. He 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 quality. I 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 $70 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]

Complaint: [redacted]
I am rejecting this response because:I do appreciate the refund of $170 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 complaint. Since 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 $170 already sent which would be a further refund of $415. 
Regards,
[redacted]

11/14/14 
Response to Complaint #[redacted] Summary of events: 
We went to the jobsite to take measurements and prepare an estimate for the customer. This service and consultation is a $70 fee. We 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 discovered. They immediately told him this was not on the estimate; it would be $70/hour to complete. He 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 wall. He chose not to stop them but verbally authorized them to continue working. He was very fortunate they had the capability, skills and knowledge, and only be charged an additional $1,190.00. The employees reiterated the $70/hr. and 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 mitigation. Here are some links explaining how it should be 
properly done. http://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 
reconstruction. Listed below is what had to take place prior to installing the sliding glass door. Again all of this was verbally authorized by the customer. He 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 * (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: 3/4 subfloor, 2x12 hem fir boards, 2x8 hem fir boards, subfloor adhesive, fasteners, insulation, carpet pad — this added an additional 
50 minutes to the job 
- Work around electrical 
- Work around heater vent 
- Sistered a new 2 x 12 floor joist to existing rim joist because of the mold damage to add support 
- Install 2 x 8 blocking 
- Cut 'A subfloor plywood to fit around forced air vent 
- Apply subfloor adhesive to all floor joists 
- Install 3/4 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 reimbursement. All three men know 
how hard they worked to make this come together at a moments' notice and end up with an excellent product. The 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 refunded. We performed extra work we were ASKED to do when he was told it would be an additional $70/hr. We 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 men. They 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 290 
Breckenridge, CO 80424