Tracy Becker Construction, Inc.

To Whom It May Concern:I am very sorry for all the trouble you have had with your door and my companyI personally take full responsiblyI have addressed all of your issues with the installer and my District Manager and the way they handled your jobIt was unacceptable behavior on their part
This never should have taken the amount of time it took to resolve.On July 16, I sent a new crew to complete your door install and I believe you are satisfied with the completion and final outcomeIf not, please feel free to contact me.We have also refunded the labor charges so you will be getting a credit on your credit card as per your request.Please accept my deepest apologies for this unacceptable behavior.Best regards,

First of all I would like to give praise to the guy who came out,worked hard shimming the door properly.The air is not coming in the side of door anymore but still comes thru the bottom.The pics attached show caulk applied to bottom.I don't think the bottom of door is seated firmly on the bottom plate.Thank you

First of all my windows have nothing to do with drafts coming from my door.2)[redacted] is not unbiased as you have been doing work for them for 19 years,3)the 1st time they came out was because storm door wouldn't lock,nothing to do with entry door 4)door is not plumb,thus requiring me to put 1/2 inch foam to stop draft between door & jamb,weatherseal should not be required on a new install.Last of all [redacted] people who came here were 2 feet in from door so cant say whether a house is drafty.Irregardless of whether a house is drafty,which is irrevelant to this issue,a new door should block air unlike this poorly installed door.As far as Julio is concerned I never want to speak again with such an arrogant guy.

An issue was discovered where two outlets would interfere with the layout of the kitchen. The carpenters were not 100% comfortable with moving the outlet as the home is very old and the wiring was out dated. This was unforeseen at the time of the site visit.
We returned the following week...

and finished installing the cabinetry around the stove area on 6/30.This was the heavy season and it was difficult to get an opening in the electrician's schedule. A project manager spoke to the customer and informed him that the install had this issue; he acknowledged the fact that his large metal cabinetry was placed over the outlet and this was why it was missed. I made it clear to him that I needed to get an electrician out to the home to handle the wiring due to the age of the house. (This was all done at no charge to the customer even though the contract he signed states): On rare occasions, additional work is discovered after a project has started, the customer agrees that this estimate is valid only for the work listed and that any additional work that is discovered after the project has begun that was either missed on the original bid or arises due to the unforeseen circumstances will result in additional charges that must be paid for before the work can be completed.
Our electrician returned 7/8, along with our Project Managers to wrap up the cabinetry install. The outlets were relocated and the cabinetry was installed.
As noted on the waiver, we needed to return to finish the drywall patching around the counter top outlet that was relocated and to install scribe molding after the customer had painted part of the molding that was not cabinet finish. The cabinets were stock and no molding was available to match, so stock items were sold and they needed painting.
We rough patched around the outlet on 7/8 (you can see in the pictures), with the understanding that we would need to return to skim coat it, and then to finish it.
We had an appointment made for the 14th, which our installer ran late to due to another install going long. The installer did make it to the location, but only after the customer left. We offered to stay in the area late that evening in order to do the drywall patching, but the customer declined.
A Project Manager returned to the home on the 29th, and did the second coat of patching around the outlet.
No final appointment was set with the customer, who has late hours due to his job, which made it difficult to make an appointment. No appointment was made for the 31st. The customer still had not painted the trim at this point, so we could not hang the scribe.
As noted in the letter, the customer called us on August 12th, and requested a return date to finish the install. This was the first contact we had from the customer since the 7/29 appointment.
There was an error on our part in our office that left the customer without a return call to finish his molding/skim coat of drywall.
The customer then waited approximately 3 weeks to attempt any type of follow up with our company. His last contact with us as noted was the 12th of August. He reached out to the Box store and our company on the 29th of August, three weeks later. He wrote the letter on the 26th.
Please note that the dates in the Complaint Background are incorrect. He notes that he first talked to the company about his complaint on 6/23. His second time he spoke to the company was 7/8. We did not have any final confirmation from the customer about the room being painted and ready until August 12th.
My company is at fault for allowing three weeks to pass without scheduling him for his final install, and running late and ultimately missing the original drywall patching appointment on 7/14. We have already compensated the customer approximately $400.00 in electrical costs that were needed for his install.
We have reached out to the customer immediately on 8/29/14 when he contacted The Box store. He responded that evening saying he would wait to hear back from the Revdex.com before he wished to proceed. We have also made attempts to reach him as well.
Our desired outcome would be to return to the home and finish the installation as noted previously on the original waiver. The outlet does not need to be redone; it just needs a slightly larger spacer to be installed behind it, which we will do. We will also offer a $200 gift card (10% of the Labor Retail) as further compensation for our mistake and delay.
Please also note that this install did not affect the entire workings of his kitchen, only part of the kitchen was remodeled. The sink area was left untouched, only cabinets around the stove and refrigerator were added. There was only the time between the original dates of 6/23 to 7/8 that the customer did not have counter space around the stove.
We will attach the signed waiver that customer signed as referenced above and photos of the project as completed on 7/8 by mail. Please let me know if I can be of further assistance in closing this matter.

12/29/2014We returned to the customer’s home today, December 29, 2014 to service all areas of concerns the customer had. We had a representative, the District Service Manager from the company he purchased the door from present at the job site as well. I am including pictures of the completed job for your review. The customer declined signing the completion wavier. We completed all of his requests and now he wants to wait to see if feels cold air when it gets colder out.Please let me know if you need further informationThank you.
Tracy B
President

[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.  Regards, [redacted]

1/18/2014I am responding to the claim listed above. We did in fact install a door on 9/4/14. On 10/21/14 we were notified from the store that a service call was needed. The note sent to us stated the following “Customer’s doorjamb is 1/2" too wide for wall and customer has air coming in....

He has stuffed 1/2" foam insulation behind molding and it looks terrible. I am calling TBC office to apprise of this situation.”Our installer went out 2 times after the install. He stated there is no drywall on the interior walls only paneling. The switches by the doors were also drafty so we applied caulking around there too.
I am very sorry you felt installer talked down to you and I apologize for that. I will address that with our installer.
On the second trip out installer took the interior trim off to show the insulation that was put in around the door. The customer asked our installer to caulk around the windows but he had to decline that service because it was not on his scope of work.After that visit we had the store send 2 associates out to also see the job site that were unbiased towards our company. They stated that there are draft issues throughout the home, and there is no exterior insulation. The light fixture is not installed properly (That will allow a cold draft in the wall) and the windows have plastic on them as well to help with drafts.
We stand behind our installs and it appears the install is done properly. The only solution I can suggest about the trim not touching the wall in some spots is to fill the voids with plaster. Please let us know how you would like to proceed.
Thank you.
Tracy B
President

[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:
To clarify some issues with the appointment on the 14th, we were told by Ari that the installer would be here between 9AM and 12PM. Approx. 1:45PM on the 14th, I contacted TBC  and told them the installer never showed up and never called to say he would be late. I told them my daughter had to run errands and had to leave which in fact she cancelled her errand run without my knowledge but said no one ever showed up. As for later that evening, I had other commitments already made so I would not have been available at night.While the Project Manager Neven, was at my house on the 29th to do the second coat, He mentioned that he would have to return to do the final coat. I said fine and he stood in my kitchen and checked his phone for his appointments. Neven said he could come back on Thursday, July 31st in the afternoon because he would be in New Jersey in the morning but was leaving down there around noon and would be at my house around 2PM. I said fine and waited all afternoon and again received no phone call saying he would be late or not showing up at all.As for me painting the trim before the scribe went up, then why would you install some scribe at all? 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,
[redacted]

To Whom It May...

Concern:
I am very sorry for all the trouble you have had with your door and my company. I personally take full responsibly. I have addressed all of your issues with the installer and my District Manager and the way they handled your job. It was unacceptable behavior on their part. This never should have taken the amount of time it took to resolve.
On July 16, 2015 I sent a new crew to complete your door install and I believe you are satisfied with the completion and final outcome. If not, please feel free to contact me.
We have also refunded the labor charges so you will be getting a credit on your credit card as per your request.
Please accept my deepest apologies for this unacceptable behavior.
Best regards,