John's Body Shop

Dear [redacted], I would like to respond to case number [redacted]. On February 23, 2012, N.B. Goodwyn & Sons sold R.S.M. Builders, Inc. several exterior doors. All doors were fiberglass and manufactured by Therma-Tru brand. The front door with the issue is a fiberglass...

Classic Craft 1/Ox3/0x1 /Ox6/8 Right Hand Provincial Brass CC77-l A CC2040-LA 4 9/16" on guard jamb woodgrain with adjustable sill, solid brass hinges and dead bolt. The door was billed to R.S.M. Builders, with [redacted] as job address. Mr. [redacted] called me about the door problem approximately seven months ago. I sent a technician to the house to inspect the door. Mr. Hughes, the technician, returned and reported that the door was warped. Tt seems unlikely for that type of door, so before contacting Therma-Tru I wanted to inspect it for myself. Upon inspection I noticed that the vertical mull post were bowed about W'. This was causing the problem of not allowing the door to close tightly at the top. I then contacted [redacted], the wholesaler that we purchased door from who is one of Therma-Tru' s distributor of doors. I also contacted a door specialist by the name of Keith [redacted] because I wanted someone with expertise to solve this issue. Keith [redacted] Door & Window Services has been known to be one of the best in the industry. Reeb Mill work and Therma-Tru recommends him. I wanted to give Mr. & Mrs. [redacted] the best service possible as they were as nice as could be and I felt bad that they had this problem with the door. The reason I didn't tum it over to Therma•Tru was because they normally don't cover labor cost and wanted to solve this problem with as minimal expense as I could with the homeowner. [redacted] did supply the mull post at no charge and I delivered them to Mr. [redacted]. The problem is that I've called Mr. [redacted] fifty times over the course of 4 to 5 months and even left word that I would pay for the labor since [redacted] had declined to do so. I even tried to get Reeb, Therma-Tru and my company to each pay a third. I simply just haven't been able to get Mr. [redacted] to return my calls. The reason I did not switch to another technician/door specialist is because I've know Mr. [redacted] for years and he is truly the best. I did in fact start two weeks ago following Therma-Tru's advice. They instructed me to contact Reeb Mill work and get them more involved. I did just that and contacted our sales rep Bill [redacted]. I have spoken with him and he is working on it. I have tried to follow up with him 6 to 7 times but have not reached him. I believe he was working a limited schedule during the holidays. My interest is to get the [redacted]s door fixed as soon as possible and hopefully [redacted] can help. As far as returning the door, that would be determined by Therma-Tru. We sell the products and the manufacturer warrantees the products. The door was installed properly and well. We will have to see what [redacted] determines. Sincerely, [redacted] President

Please see attached response.

On February 16,2015  after hours our garage was contacted by S&S Trucking Services Inc. for a tractor trailer that was stuck into a snow bank. The weather conditions were extremely bitter and cold. The temperature outside was a negative 2 degrees with an extreme wind chill of...

negative 20 degrees plus. One operator with heavy duty truck and laborer were called In for the call. Due to the extreme cold and weather conditions our company policy is to send two laborer's on a heavy duty call. Said complaint states we charged this company for two hours but were only on the scene for 30 minutes. Heavy duty calls are like no other and require much more than what one may think due to time on scene. A heavy duty truck once started in extreme temperature is to have a warm up of no less than 20 minutes along with building the air to the truck. The scene was 14 miles away and had taken a time of 25 minutes to arrive on scene. The job was performed at a rate of 30 minutes of time. A return time back to shop of 25 minutes. On arrival back to our shop truck was refueled and returned to emergency response readiness this was an approximate time of 10 minutes. This is all of about 2 hours of time which is the amount billing time In question. Laborer was called after hours on a heavy duty this said rate for after hours in hard weather conditions. Heavy duty wrecker charge In question of $300.00 per hour Is for after hour's service. one operator who is highly qualified in heavy duty accidents if not highly qualified operations, that need to be performed can turn into a deadly situation almost instantaneously. Per comments made to driver from our operator, driver of truck involved in the scene was rude and made many obscene comments.  Driver claimed he was once a tow truck driver of a half ton truck which he operated 20 years ago. This act of rudeness and allegations was uncalled for.Our company provided an excellent service and charged a fair value for service performed.Thank You,John's Body Shop