Gunton Corporation

We have spoken with *** *** and we are scheduled to go out next Monday

I just called *** and left him a messageWe will send in a claim form to Pella to see if they are willing to cover a new unitWe are no longer able to get replacement glass for skylites from Tell us why here

Good Morning,We have a delivery set up for 3/14. We are delivering handles and grille out to the customer.

We are presently trying to work with the customer to resolve his issues but he is being very difficult to work with.

The issue is NOT resolved.  I still have a door that does not work correctly. [redacted] sent me a check for $1,000 for the manufacturing defects to the door (that I still have)....

 Gunton came to my home again on December 22, 2016 with yet another incorrectly sized door panel to fix the manufacturer's defect and to follow up on their last attempt when they had the wrong size panel - incorrect measurements on their part. They apparently did not put the order in correctly  - again.  The field supervisor stated that Gunton will build a new door, the correct size and install it for me at no charge in April.  I asked for this in writing and I have not seen anything yet.I just want the door to be manufactured correctly and something to compensate me for all ym time off work and headaches.  Regards,[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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.  BUT, I must wait until the parts arrive in mid-March for final determination of my complaint. 
Regards,
[redacted]

I just caalled and left a message that we can send service out to take a look at this door. Waiting for him to call back.

spoke with [redacted]- confirmed that he does indeed have [redacted] products and emailed him copy of executed contract. Also confirmed that we are scheduled to return to his home on 3/6 to replace a door panel.

[redacted]
 [redacted]
I am rejecting this response because:I respect the respondents tenacity to stick with their long-distance diagnosis of the problem and I respect the respondents predictive powers that their service offered will provide no improvement.  That said, the respondent seems unaware of the detailed phone conversation I had with an experienced [redacted] representative that did respond to my complaint.  This person that called me took the time to listen and reason.  Once that took place the concern was properly handled.
[redacted]
[redacted]

Service event #149386. I ordered a sliding screen door replacement back in May. As I could find no other manufacturer, Pella and Gunton were my only option. While I was aghast at the price (over $300.00) I had no choice. My sales rep was a woman named Angela. Pleasant and professional, Angela asked that I provide a serial number of the door to ensure the correct door was ordered. I did so and the transaction was completed. 3 weeks later a white door arrived but it was the wrong hand. (left vs right). I called Gunton spoke to a rep named Glenn. He too was professional and pleasant. He identified the problem as a miss-ship from the factory. Right door was ordered wrong door was shipped. Not the end of the world. New and correct door would arrive within 3 weeks. 3 weeks pass and I receive a box containing 3 screens (approximately 36" by 36" ) that were clearly not marked for me (marked for RUFO contracting) and clearly incorrect. I called Gunton again, and was told it was a seasonal driver. My door was found in the warehouse and would be delivered in a day or two. A few days later my door arrived. I opened it and it was a white door - but again the wrong hand, or the same incorrect door. I again called Gunton and spoke with Glenn again and we discovered that they had indeed ordered the wrong door (both times). They were ordering a screen door for a sliding french door and not a stationary one as I have. As my serial number (verified by the tech who was here today) indicated. I asked for free installation and after a consultation was granted. I then of course had to wait three weeks. I was told on the phone I would receive my door on August 18th at 9am. I took off of work, around 9:45 I called gunton to inquire about the whereabouts of my tech and door and was told he would be there between 1 and 3. Tech arrived with my door at around 12:15 ish. We opened the door and it was finally the right hand , but now the wrong color. they shipped a brown door. The tech called and spoke to someone named Nikki. She stated that I would receive my door september 13th. I really don't know what to say at this point . I understand mistakes happen. I doubt that anyone intentionally wishes to make this an unpleasant experience for me, but C'mon. I'm embarrassed for them.

dear [redacted]
I have included the signed contract and a detailed scope of the project - please note that the current scope includes two items unrelated to this complaint - replacement of a front door and construction of a porch.  I do not expect these to be covered by Gunton [redacted] as they are unrelated to the complaint.  Thus total cost estimated for job is 53,000 (less door - 2600 and porch - 11000) so the adjusted amount would equal 39,400 in addiiton there are costs for permits and drawings and any repairs identified once the windows are removed ( $55 and hour plus materials) and is estimated by builder to be $5000 but exact cost will not be known until project is underway.
It is also important to note that I am replacing existing stucco with vinyl siding as it cost less for  me out of pocket than to replace the stucco, however this also results in an estimated 6% decrease in the resale value of my home. 
The signed contracct is attached, please let me know if you need anything else
regards
[redacted]

There are many things wrong with [redacted]’s home that are contributing to her issues.  He stated the roof was not sufficiently drip edged.  If that is failing everything below it is going to fail.  Unless she gets her stucco taken off how is anyone to know if her home was house wrapped correctly?  There are cracks in her stucco that can contribute to the moisture especially if the house wrap was not done correctly.  [redacted] got her windows redone originally because of water issues and seems to be trying to find someone to redo the exterior of her house.  Again, if she would get the exterior redone we would be more than happy to get her the New Construction windows at no cost to help her out but she continues to be insistent that we pay to redo her home which is not a window installation issue.  In fact if she would redo the exterior I would send someone out to install the windows for her.  Let me know what you would like us to do but I feel we are being more than generous with her but it is not our responsibility to fix all the issues she is having with the exterior of her home.in the interest of working with [redacted] we will install the free windows at no charge.  Please do not take this as we are assuming any blame in this matter but that we are trying to work with [redacted] to resolve her bad stucco issue.    -   2 singles and 4 twins. 
ThanksBryan

[redacted]
I attempted to solve [redacted]...

[redacted]'s issue even though it is a stucco issue not a window issue. I offered to give her 5 new windows. She stormed out. There is nothing more I can do for her if she is unwilling to compromise. 
Thanks

We will not be doing anything further for the customer.  The order was placed based on the measurements he gave.  The sash was a custom order.  We already credited all we can.

Complaint: [redacted]
Dear
[redacted]
I am writing to formally reject the
business response dated December 23 2014 regarding complaint ID [redacted].
The issues surrounding my complaint are
related to the improper installation of the [redacted] windows by Gunton Corporation
and not related to a “stucco issue” as implied by Gunton.   I have documentation that the stucco
exterior of my home was in good condition with no evidence of water penetration
prior to the 2010  window installation. I
also have documentation which demonstrates
that the window installation itself is faulty and has resulted in continued
water penetration into my home since the 2010 installation of windows by Gunton.
I have worked diligently to communicate
with Gunton [redacted] to resolve the issue of my improperly installed windows for
the past four years.   Most recently I
have had close communication with my installation manager Ryan.  Ryan in e-mail communications and during
phone conversations  assured me that Gunton will “take care of the
problem”.  Ryan obtained multiple
estimates from stonemasons regarding the replacement of the stucco on my home.
In order finalize the details regarding the resolution of the issues as agreed upon by Ryan and myself, I met with Ryan’s direct manager,
Mr A[redacted], on October 23, 2014.  Mr A[redacted] refused to acknowledge any agreements or discussions between myself and Ryan, the installation manager, and   later reluctantly offered to provide five windows but with no correction of
the installation problems or replacement of the damaged stucco exterior. I declined this offer because it inadequately addresses the problems related to the improper installation of the windows.  
I am requesting a refund of the original cost of the
windows and installation ($6864) and payment of $40,000 so that I may hire an
independent licensed contractor to complete all repairs.
Regards,
Laura V[redacted]

Please forward further communication to...

[redacted]
On 5/6/14 customer entered into an agreement with Gunton Corporation D/B/A Pella Window & Door Company to have 2 doors furnished and installed. He then contacted sales and requested a change to the contract.
I have attached the following:
1) copy of original contract/initialed, signed & dated 5/6/14 - total price $ 5191.35
2) copy of change order agreement - showing a change of height (no charge) and adding the purchase of an additional storm door and the labor to install. an additional cost of $879.73 - bringing new contract total to $6071.08
3) Gunton corp. invoice showing line item pricing see line 65 $230 for install labor and line 70 entry system storm door $649.73 = $879.73
4) copies of email communications from Mary S[redacted] to customer regarding outstanding balance that have gone unanswered.
copies of both contracts were left with the homeowner by sales on dates they were executed - all paperwork provided is standard contract paperwork.
We are asking for our final payment as agreed upon by Mr. [redacted]. We are willing to adjust off all finance charges upon final payment.

Review: We contacted them to send someone out to fix our sliding glass door lock. We had to pay ahead of time before the contractor came out - and they billed us for the service prior to any work being done. Two days prior to the contractor coming out they left a message that they would be out between 10:30-12:30pm. The day of the service, 10/30/13 the contractor called and said he had an emergency call and would be there by 1pm. The contractor actually arrived at 1:53pm and he had the lock fixed and was done by 2:03pm. I am objecting to the labor charge of $150 for only 10 minutes of labor time. I called and spoke to [redacted] at Gunton Corp shortly after the contractor left. She was extremely nasty and said she was the customer service manager and there was no way I would get any type of refund. After speaking with her, I was able to get her manager's name - [redacted]. She did tell me if I leave him a message it will just be forwarded back to her and her answer is no refund of any kind. I am not asking for a full refund. However I believe that the $150 charge is unfair for such short time of service. So I am asking for a fair refund based on the time spent, as well as due to me having to wait around so long for the contractor to arrive. I also tried emailing gunton corporation directly and have gotten no answer. I am extremely upset by the way this company handles customers.Desired Settlement: I am asking for a fair refund to my credit card based on the amount of actual time the contractor was here. $150 charge is not fair for 10 minutes of actual time here.

Business

Response:

As a goodwill gesture we are crediting the customer all costs for this visit.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

I chose Pella door/window products for their wonderful reputation, since the investment was important ($ 11,000+) for three replacement items, including installation. When, seven years after installation, a patio-door lock failed, my locksmith assured me that Pella would guarantee its work. But Pella's sub-contracted service team charges $150 for this work.
This is not what I expect from a quality product, to last only seven years then be replaced at my own expense. In future, I will not pay a premium for Pella - and I am building a house in Mt Pleasant, SC next year.
I also find that contacting the management of Pella with this complaint is near-impossible, with management hidden from the public. Even when I phoned my original Berwyn sales office, the rep answering the phone was the only interface, and he was able only to give me the general number reserved for customers. The Revdex.com was thus my only source, and for that I am grateful.