MARS Restoration

Date: Tue, Nov 21, at 10:AMSubject: Complaint ID# [redacted] - ResponseTo: [redacted] @myRevdex.com.comPlease see the response below to the complaint [redacted] I thought this message was already uploaded and did not realize that it had not beenI appreciate your help on thisThank you again.-Sal P [redacted] [redacted] Response: [redacted] ***,I completely understand your frustration and we would like to figure out a way to get you what you want for your home What I recommend, and suggest that we do is upgrade the storm door that you currently have to the [redacted] storm door Decorator Series, which is considered to be the best storm door on the market today I am extremely confident, and can say without any doubt that you will be satisfied with the quality of this door system [redacted] storm doors are not a stock item that sits on a shelf so we will have to have a factory rep from [redacted] stop by and measure the unit as these are custom manufactured specifically for your home Once the door is manufactured Mars will then have a factory trained rep perform the installation to ensure that there will be no issues with the install Although this is a upgraded door that comes with a lifetime warranty Mars will install this door system at no additional charge to you As I stated before I can reattach the shutters like you asked and change out the back plate that your railing is attached to as well Please let us know the earliest you would be available for Mars to have the rep come out and measure the unit as well as send the crew to finish the other repairs We would like to thank you again for allowing Mars to restore your home, and we look forward to meeting with you soon Sincerely,Salvatore P [redacted] &Eric F*

*** *** entered into a contract with mars on 4/1/for roof replacement, replacement of one dryer vent, painting of two front columns, replacement of vinyl railing on portico and re-installation of storm door that had blown off from the windThe contract was the result of an insurance claim
that was approved and paid by his insurance companyThe roof was installed on 5/9/The remaining items were set for install for the week of 5/22-5/It was at this time that the front columns were painted and an attempt to re-install the front storm door was completedIt was found that the storm door was too far damaged from being blown off the home in a storm to be re-installedMars then went back to the insurance company to whom we sent an estimate stating that the door was not going to be able to be re-installed and requested additional funds to be paidAfter a week or so they came back and stated they were not going to pay additional funds beyond the $and a $labor minimum, that they already paid for the door It was at this time we told me Young we would help and just install the door at our cost and not charge him anything additional so that he wouldn’t be left without a doorWe told him we would order what he had on the homeThe initial door was order we were set to install it about a week later, upon confirmation for install with *** *** that we were coming to install the door he informed us he wanted a green door this was not initially noted so we ordered a green door which took about three weeks to come inWe went to install the door July 18th After the installation *** *** signed off on a completion letterIt was at this time that he stated the lock on the door did not work well and was noted that it need to be fixed Mars installed the exact door that he had on his home previously which was a *** storm door with the same type of frame as he had beforeHe later stated that the frame doesn’t sit correctly on the door. The storm door was installed on a front entry door and two skylights with a transom above, this his door system did not have a standard brickmold around the exterior frame like most doorsThis was now causing an issue with the storm door frame because a standard storm door has what is called z-bar frame which is made to sit on a brickmold frameThe only way to install the door perfectly with this type of frame( no brickmold) is to use what is called an expander frame, the downside to an expander frame is for one *** doesn’t make an expander frame for their doors and as I was contracted to install what was there previously which was the *** door that would have been an issueThe other issue is that with an expander frame you can only use flush mounted hardware and not mortised hardwareA flush mounted hardware is sometimes looked at as cheap but in the case of an expander frame it is your only optionIn the case of *** *** the insurance company only allowed for $for the material and for installation of the door unit, our cost of the door was prior to tax for just the door (This is the link for the storm door that he had on the home and what we purchased for him *** )He as since brought up his shutters which are neither on a contract with Mars or insurance estimateIt sounds like he just wants them to be re-attached which is fine and we can re-attach the shutters that are loose but with the understanding that the shutter locks will not match due to fading of the shutter over time We would like to do what is needed to complete *** ***s contractIf *** *** isn’t happy with the quality of the door that is fine but I would want to know what door he would want to install and request that if it is more than what was allowed by the insurance company he would pay the difference out of pocketMars would also request that the door be available in an expander frame, as to prevent frame issues with the new doors installationMars can also as another option install a door with a z-bar frame but Mars would have to build out *** ***'s existing door frame to create the brickmold trim edge to allow proper installationthis would be at an additional chargeAs far as the shutters, Mars can re-attach the loose shutters with mutual understanding the shutter plugs will be a different color due to fading

[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 ***, and find that this resolution is satisfactory to me. Please contact me at ###-###-#### in order to set up an appointmentI am available this week or next week
Regards,
*** ***

Date: Tue, Nov 21, 2017 at 10:54 AMSubject: Complaint ID# [redacted] - ResponseTo: [redacted]@myRevdex.com.comPlease see the response below to the complaint [redacted]. I thought this message was already uploaded and did not realize that it had not been. I appreciate your help on this. Thank you again.-Sal P[redacted] 
[redacted]Response:[redacted],I completely understand your frustration and we would like to figure out a way to get you what you want for your home.  What I recommend, and suggest that we do is upgrade the storm door that you currently have to the [redacted] storm door Decorator Series, which is considered to be the best storm door on the market today.  I am extremely confident, and can say without any doubt that you will be satisfied with the quality of this door system.  [redacted] storm doors are not a stock item that sits on a shelf so we will have to have a factory rep from [redacted] stop by and measure the unit as these are custom manufactured specifically for your home.  Once the door is manufactured Mars will then have a factory trained rep perform the installation to ensure that there will be no issues with the install.  Although this is a upgraded door that comes with a lifetime warranty Mars will install this door system at no additional charge to you.  As I stated before I can reattach the shutters like you asked and change out the back plate that your railing is attached to as well.  Please let us know the earliest you would be available for Mars to have the rep come out and measure the unit as well as send the crew to finish the other repairs.  We would like to thank you again for allowing Mars to restore your home, and we look forward to meeting with you soon.  Sincerely,Salvatore P[redacted] &Eric F[redacted]