Larson Home Improvement & Insulation Company, Inc.

Initial Business Response /* (1000, 8, 2016/02/02) */
I'm writing to you to address case #[redacted] for [redacted]. Please excuse my delay with this letter, I have been taking chemo therapy treatments and have not been in the office to deal with matters on a personal basis. Let me assure you that...

this case is being handled with the dignity and respect that any customer deserves.
I have reviewed letter presented by [redacted] and came to the conclusion that I did not understand the entire situation when initially addressing Mrs. [redacted]. Since then I have had detailed conversations with my employees; Ryan, Gary, and Kurt. In short, some of the issues presented by Mrs. [redacted] are valid and have been addressed. To briefly review the situation, Larson has already removed and reinstalled the patio door, raising it by 3/4" to account for the heaving exterior concrete patio slab. Larson has re-flashed, insulated, and sealed the door to prevent any future pooling of water and air/water intrusion as the concrete slab sits today. During re-installation of the patio door the president of the home owners' association addressed this problem (water leakage) has occurred with other residents. These residents were not Larson customers, nor did they have their patio doors replaced. Part of this problem is caused by negative pitch on the exterior concrete, not allowing proper drainage. In addition, the interior floor is lower than the exterior slab. I highly suggest the concrete slab should be addressed by a professional, and possibly repaired/ replaced. Unfortunately, any (extreme) future movement of the exterior concrete slab will void any future warranty.
Moving forward, Larson Siding and Windows will be contacting [redacted] to discuss a mutual agreement to the case presented. In addition to the work that was already performed, we'll discuss the replacement/repair of sheetrock, interior trim and other concerns once we are convinced that the leaking has stopped. I strongly believe we can come to a mutual agreement with Mrs. [redacted] as I value her business and truly want to re-earn her respect.
Thanks,
Bob [redacted]
Larson Siding and Windows
P.S. I would like to note that the door did not leak (to our knowledge) for the first 4 years after the installation.
Initial Consumer Rebuttal /* (3000, 14, 2016/02/16) */
Per a phone call from the customer, she stated that she has not received any follow up from the company and that her concerns have not been resolved. She mentioned that she will be pursuing other avenues for resolution, such as small claims court.