Joyce Factory Direct

I am dissatisfied with the charges of $placed on my credit card by Steve’s Factory Direct on July 3,
The salesman from this company came out to give a estimate on soffit and fasciaI put a down payment of $, signed a contract for the work and was told I had days to cancel with full refund of the down payment
I decided I needed to get other bids and cancelled the contract within the specified time period per contract When I received my current statement I contacted the company to ask why the $was not credited to my account and was told they were not going to credit my account due to the administrative fees associated with providing the bid
I received no services from this company, other than their salesman coming out and giving me an estimate, something I have gotten at no charge from other companiesI believe I was lied to about the money being refunded and the cancellation of the contract
I would have never given them a non-refund

We needed projects completed and Joyce Factory Direct was able to finance and complete all for usWe finally have a patio so we can enjoy the backward have a place to bbq and entertainThey replaced our ancient sliding patio door with a state of the art easy to open patio doorOur older home required a little extra work, material and attention to detail to make it fit and blend inThe installer Rich completed the concrete patio and the patio doorHe added trim both inside and out so that the door became a seamless transition to our new beautiful patioHe was gentleman and even gave me a great idea for the landscaping for the patioThe 3rd project that needed completed was to replace our ageing non functioning garage doorDespite some challenges at first to have this completed in a timely manner by someone that does not regularly install garage doorsJoyce Factory made the correct decision to have the garage door replaced and installed with all new material and expert contractor at no extra cost to usOverall I am pleased with the final productThe best part was the ease of getting financed for all of it at once

Hi Diane! *** *** contacted your office about a deck repair on 6/I just received the complaint letter today, but it had already been scheduled &
is being worked on as I send thisI hope all is well! ***

Complaint: ***
I am rejecting this response because:
This was supposedly the plan in the first place and the clips sent were wrong per the installerAlso the business implies that there was nothing wrong with the first set of screensThe implication here is that our dissatisfaction is the problemThe screens bowed out and would not stay in placeThe installer thought they were unacceptable too.
This response confirms my fears that Joyce would stall and make it out that it was our fault and that somehow we were being unreasonablePlease be advised we have filed a complaint to the Attorney General of Missouri and are going to submit supporting documentation including photos of the screens that are too large, bow out and will not stay in place without packing tape
Sincerely,
*** ***

Joyce Factory Direct installed new windows one year agoA window part has broken on one window and it no longer stays open without propping it up with somethingMy husband and I both called on separate occasions, over the course of two weeks, to schedule a repair appointmentWe were told the production scheduler would return our call, but we were never contactedOur windows came with a lifetime warranty so the repair should be completed and without a fee

The entire time Joyce spent quoting my project was enjoyable Not once did I feel as if I was being pressured into a project as I have with other companies in the past When we finally had chosen all of the details regarding the project at hand, Joyce quickly stepped in an had it completed and cleaned up in a matter of days Almost half a year later and everything still looks great On top of that the lifetime warranty puts my mind to ease if anything were to happen All in all it was a great experience

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.Randy was sent out to the house and he went up in the attic and looked at one side of the chimney and saw no water.  He stated that chimney needs pointed and that is where the water is coming in.My husband went up on the roof and took pictures of the flashing that was installed and also discovered that there is water coming out from under the shingles.  He showed the pictures to a roofer and they advised the flashing was incorrectly installed which is causing all the water to come in on the lower side of the roof.We have a message into Joyce again.At this point I do not know what to do because we are not satisfied at all.  We spent a lot of money on this roof and if there is water draining underneath the shingles we are having additional damage done that is not acceptable.  I would like a new roof put on by certified installers and the air vent put back in.
Regards,
[redacted]

We understand your frustration that the new roof installed May 2017, did not correct all of your issues.  When our national production manager inspected the roof last month, he inspected everything outside and inside the roof, including the attic. He has installed hundreds of roofs and assessed that the chimney flashing and shingles were done very well.  Unfortunately the existing chimney is very poor condition and has not been maintained.  It currently does not have a chimney cover, so the chimney flue and related openings are allowing water into your home with every rainfall. The chimney also should be inspected by a mason or chimney specialist, the masonry joints appeared to have failed in a few areas which could also be related to the problems.  We apologize that our previous project manager did not bring this up to you, nor the installer last year.  In the new age of technology, many of our project managers do not climb every roof as technology allows for quicker, more accurate measurements from satellite camera software. The software does not provide up close details of every facet including chimneys. The installation foreman is supposed to present any existing conditions to the customer on site, if he/she feels that they may be an issue in the future.  The foreman did not specifically recall this chimney from last fall when asked.  We would like to help but do not service chimneys or do masonry tuck work.  We strongly recommend that your chimney be inspected and properly serviced and sealed.  If the roof is still an issue in the future, please feel free to contact us and we can review it with you.

There was some miscommunication on the service date, everything in our system and call recordings showed the service appointment to be on February 27th.  We apologize for the inconvenience.   Our service technician has remedied the service for the time being but we are planning to...

review the area again once the weather warms up and it can be safely reviewed, inspected and resealed as needed to prevent any future issues or leaks.  We apologize for the service inconvenience and plan on thoroughly inspecting and addressing the situation in the near future.

We believe this is now resolved as on May 11, our service technician replaced the screen and did what he could to service the pre-existing bay window roof.  If this is not the case, we want to make sure everything is addressed and ask that the customer contact us to let us know of anything else...

outstanding so she can enjoy her windows for many years to come. In response to some of the items previously mentioned, both the service technician and the production manager made numerous attempts to update Mrs. [redacted] on the status of her service call but both stated the phone would just ring with no answer and no way to leave a message. This added to the delay in scheduling and finishing the service items. With regard to the bay window, some bays are designed to have the windows within them easily replaced, others are not. This particular bay was constructed a little different than most and the original installer did not feel comfortable pulling the windows out of it as he was unsure if he would be able to get the new windows reinstalled. He discussed it with our National Production Manager and the decision was made to err on the side of caution. The production manager then reviewed photos and information brought back by the original installer. He then re-assigned the final three windows to a more specialized install crew familiar with this type of existing bay unit. Due to the Christmas holiday and inclement weather there was some delay in getting the project rescheduled. On 2/15/18 a service was logged into our computer system for a damaged screen. We have no record of anything being reported with regard to a leak at that time. Our service tech went to the customer’s home and picked up the screen so that he could repair it. At this time the customer stated she was in no hurry and whenever he was back in the area would be fine. We were notified on March 23rd in regards to a leak. My office spoke with the installer who said there was considerable evidence of an ongoing leak in the roof above the bay. The pre-existing roofing was not installed properly and not up to code (installed with drywall screws) and was missing flashing, also the seat board had pre-existing water damage, see attached photos from original installation. Per the work agreement, we only replaced the windows and not the entire bay unit. The production manager informed the installer to see what he could do to fix the roof leak as a courtesy to the customer. However, the installer now needed dry conditions to go out and complete the service call. It was difficult to schedule this type of weather permitting services during the rainy season. On May 11th, the service tech did replace the screen and addressed the roof leak.  Please see attachments for details on the pre-existing roof and bay frame.  It is recommended that the customer add proper flashing and roof shingles installed to code to prevent additional future leaks.  It may not actively leak during certain rain but depending on weather conditions and temperatures it could leak under other conditions and do not want to see additional damage occur. Thank you.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
The national production manager did come up and said that he would have a crew come out and redo the flashing and put ice and water guard around the chimney and replace the shingles with what was left over from the job.  Until this is completed, we will not be satisfied.  When we had the estimate on the roof we were advised that replacing the roof would stop the water from coming in but it has made it worse.  If they knew that we did not need a roof but chimney work then why did they advise a new roof would stop the water from coming in.  This is so frustrating and I feel like we were taken advantage of.
Regards,
[redacted]

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. 
Dear Revdex.com:I am responding to my complaint from 5/2/18 against Joyce Factory Direct.  The account written by Joyce Direct Factory is pretty much in accordance to my summary.  The problem has been resolved.Thank you,[redacted]

Everything was handled very professionally. The installers respected my home and my wishes. The installation was handled quickly while being done properly. I would use them again.

Complaint: [redacted]
I am rejecting this response because:This response is the same response that Joyce Factory Direct has been giving me and...

there has been no progress. Like I said before this deck has be completed since the end of August or beginning of September and they have failed to pull permits when it was being built or even since the deck has been built.
Sincerely,
[redacted]

Initial Business Response /* (1000, 10, 2015/01/14) */
Mr. [redacted]'s agreement states "Joyce to furnish and install new 4' vinyl fence Stanford style, +/- 140'
Including all fencing, posts, concrete, steel reinforcement 4' gate, with standard hardware w/standard warranty"
We do not sell...

fencing with steel reinforced posts. Steel posts for fencing would be normally be reserved for commercial applications. Mr. [redacted]'s gate is steel reinforced as contracted. (We will forward a copy of the agreement if needed)
We do not have a manager named [redacted]. Pehaps Mr. [redacted] may have spoken with [redacted] who has not been with our firm for some time. There is a check receipt in the [redacted] file for a "$200 rebate" which was accepted and cashed.
Joyce Factory Direct did not put a lien on the [redacted]'s home. Mr. [redacted] financed his project through [redacted] Joyce Factory Direct does not determine our clients credit worthiness, interest rates or terms for financing. Our only connection is that we introduce clients to lenders and let the customer decide what meets their needs. There is a copy of Mr. [redacted]'s "Truth in Lending" from [redacted] in his file. It clearly states in the documents Mr. [redacted] signed that there is a security interest for the property being purchased listing "Fence" as "the Property". (We will forward a copy of the Truth in Lending" if needed)
On January 13th, 2015 I asked one of our most experienced installers to contact Mr. [redacted]. Our intention was to inspect the project and make sure it still meets our standards. Mr. [redacted] would not schedule an inspection.

Initial Business Response /* (1000, 12, 2015/01/07) */
The [redacted] contract is dated May 13, 2013 and a completion certificate was signed June 26, 2013. The deck was built and stained to contract specifications. I found no service records in the [redacted] file until July 3, 2014 when we were...

contacted by Mrs. [redacted]. The workmanship warranty for construction of a deck project is 1 year. Due to unpredictable conditions, outdoor/weather based stain and paint manufacturers do not warrant the length their product will last/adhere. We can't be asked to do the same. Many home owners find the need to power wash and stain their deck annually. Perhaps we can help her with the cost of staining her deck. We would prefer an independent contractor handle that task going forward.

Complaint: [redacted]
I am rejecting this response because: They kept on telling me the same that someone would reach out to me but no one has...

addressed it till date. This case will be kept open until  a resolution is found.
Sincerely,
[redacted]

Initial Consumer Rebuttal /* (3000, 16, 2014/09/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have answered no, because I am not entirely sure that I do accept this resolution. No one has been able to tell me exactly what 1/2 of the door amount is...

and since my initial quote was not detailed out for me, I am unable to check. I think after 5-1/2 month, there should be a little more compensation, especially since I am the one making most of the calls to get this resolved. Once I see the credit amount, I will know more. I find it interesting that when it was a new order, manufacturing and delivery was rather quick, but now that there are issues - it takes quite a bit longer
Final Consumer Response /* (3000, 21, 2014/10/03) */
10/3/14 - The new door has been installed correctly. I have accepted the offer of $1,518 and I am waiting for the check.
Final Business Response /* (1000, 22, 2014/10/03) */
10/3/14- We installed new door two days ago, and it has been installed correctly. Blinds work now. We offered half off the door, $1,518, which the consumer accepted. We have drafted the check and are placing it in the mail now.

Our client has already picked up her complimentary screen repair.

Initial Business Response /* (1000, 7, 2015/07/17) */
Our client lives in a beautiful home that is over 100 years old. Because of its age, all the openings in the residence are out of "square" and are unlevel. We have removed and replaced the door in question more than once in an effort to...

get it to operate properly. We will do that once again upon receipt of materials we have on order. The unseasonal rain this summer has everyone in our industry behind on installations/repairs. We have been forthright with our client about our intentions and the predicament in scheduling. We are confident we will get this resolved to her satisfaction.