An issue was discovered where two outlets would interfere with the layout of the kitchenThe carpenters were not 100% comfortable with moving the outlet as the home is very old and the wiring was out datedThis was unforeseen at the time of the site visitWe 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 scheduleA 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 missedI 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 completedOur electrician returned 7/8, along with our Project Managers to wrap up the cabinetry installThe outlets were relocated and the cabinetry was installedAs 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 finishThe cabinets were stock and no molding was available to match, so stock items were sold and they needed paintingWe rough patched around the outlet on 7/(you can see in the pictures), with the understanding that we would need to return to skim coat it, and then to finish itWe had an appointment made for the 14th, which our installer ran late to due to another install going longThe installer did make it to the location, but only after the customer leftWe offered to stay in the area late that evening in order to do the drywall patching, but the customer declinedA Project Manager returned to the home on the 29th, and did the second coat of patching around the outletNo final appointment was set with the customer, who has late hours due to his job, which made it difficult to make an appointmentNo appointment was made for the 31stThe customer still had not painted the trim at this point, so we could not hang the scribeAs noted in the letter, the customer called us on August 12th, and requested a return date to finish the installThis was the first contact we had from the customer since the 7/appointmentThere was an error on our part in our office that left the customer without a return call to finish his molding/skim coat of drywallThe customer then waited approximately weeks to attempt any type of follow up with our companyHis last contact with us as noted was the 12th of AugustHe reached out to the Box store and our company on the 29th of August, three weeks laterHe wrote the letter on the 26thPlease note that the dates in the Complaint Background are incorrectHe notes that he first talked to the company about his complaint on 6/His second time he spoke to the company was 7/We did not have any final confirmation from the customer about the room being painted and ready until August 12thMy 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/We have already compensated the customer approximately $in electrical costs that were needed for his installWe have reached out to the customer immediately on 8/29/when he contacted The Box storeHe responded that evening saying he would wait to hear back from the Revdex.com before he wished to proceedWe have also made attempts to reach him as wellOur desired outcome would be to return to the home and finish the installation as noted previously on the original waiverThe outlet does not need to be redone; it just needs a slightly larger spacer to be installed behind it, which we will doWe will also offer a $gift card (10% of the Labor Retail) as further compensation for our mistake and delayPlease also note that this install did not affect the entire workings of his kitchen, only part of the kitchen was remodeledThe sink area was left untouched, only cabinets around the stove and refrigerator were addedThere was only the time between the original dates of 6/to 7/that the customer did not have counter space around the stoveWe will attach the signed waiver that customer signed as referenced above and photos of the project as completed on 7/by mailPlease let me know if I can be of further assistance in closing this matter
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 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/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 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
[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] ***
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
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 partThis never should have taken the amount of time it took to resolveOn 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 meWe have also refunded the labor charges so you will be getting a credit on your credit card as per your requestPlease accept my deepest apologies for this unacceptable behaviorBest regards,
1/18/2014I am responding to the claim listed aboveWe did in fact install a door on 9/4/On 10/21/we were notified from the store that a service call was neededThe 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 terribleI am calling TBC office to apprise of this situation.”Our installer went out times after the installHe stated there is no drywall on the interior walls only panelingThe switches by the doors were also drafty so we applied caulking around there tooI am very sorry you felt installer talked down to you and I apologize for thatI will address that with our installerOn the second trip out installer took the interior trim off to show the insulation that was put in around the doorThe 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 associates out to also see the job site that were unbiased towards our companyThey stated that there are draft issues throughout the home, and there is no exterior insulationThe 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 draftsWe stand behind our installs and it appears the install is done properlyThe only solution I can suggest about the trim not touching the wall in some spots is to fill the voids with plasterPlease let us know how you would like to proceedThank youTracy B President
An issue was discovered where two outlets would interfere with the layout of the kitchenThe carpenters were not 100% comfortable with moving the outlet as the home is very old and the wiring was out datedThis was unforeseen at the time of the site visitWe 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 scheduleA 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 missedI 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 completedOur electrician returned 7/8, along with our Project Managers to wrap up the cabinetry installThe outlets were relocated and the cabinetry was installedAs 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 finishThe cabinets were stock and no molding was available to match, so stock items were sold and they needed paintingWe rough patched around the outlet on 7/(you can see in the pictures), with the understanding that we would need to return to skim coat it, and then to finish itWe had an appointment made for the 14th, which our installer ran late to due to another install going longThe installer did make it to the location, but only after the customer leftWe offered to stay in the area late that evening in order to do the drywall patching, but the customer declinedA Project Manager returned to the home on the 29th, and did the second coat of patching around the outletNo final appointment was set with the customer, who has late hours due to his job, which made it difficult to make an appointmentNo appointment was made for the 31stThe customer still had not painted the trim at this point, so we could not hang the scribeAs noted in the letter, the customer called us on August 12th, and requested a return date to finish the installThis was the first contact we had from the customer since the 7/appointmentThere was an error on our part in our office that left the customer without a return call to finish his molding/skim coat of drywallThe customer then waited approximately weeks to attempt any type of follow up with our companyHis last contact with us as noted was the 12th of AugustHe reached out to the Box store and our company on the 29th of August, three weeks laterHe wrote the letter on the 26thPlease note that the dates in the Complaint Background are incorrectHe notes that he first talked to the company about his complaint on 6/His second time he spoke to the company was 7/We did not have any final confirmation from the customer about the room being painted and ready until August 12thMy 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/We have already compensated the customer approximately $in electrical costs that were needed for his installWe have reached out to the customer immediately on 8/29/when he contacted The Box storeHe responded that evening saying he would wait to hear back from the Revdex.com before he wished to proceedWe have also made attempts to reach him as wellOur desired outcome would be to return to the home and finish the installation as noted previously on the original waiverThe outlet does not need to be redone; it just needs a slightly larger spacer to be installed behind it, which we will doWe will also offer a $gift card (10% of the Labor Retail) as further compensation for our mistake and delayPlease also note that this install did not affect the entire workings of his kitchen, only part of the kitchen was remodeledThe sink area was left untouched, only cabinets around the stove and refrigerator were addedThere was only the time between the original dates of 6/to 7/that the customer did not have counter space around the stoveWe will attach the signed waiver that customer signed as referenced above and photos of the project as completed on 7/by mailPlease let me know if I can be of further assistance in closing this matter
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 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/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 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
[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] ***
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
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 partThis never should have taken the amount of time it took to resolveOn 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 meWe have also refunded the labor charges so you will be getting a credit on your credit card as per your requestPlease accept my deepest apologies for this unacceptable behaviorBest regards,
1/18/2014I am responding to the claim listed aboveWe did in fact install a door on 9/4/On 10/21/we were notified from the store that a service call was neededThe 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 terribleI am calling TBC office to apprise of this situation.”Our installer went out times after the installHe stated there is no drywall on the interior walls only panelingThe switches by the doors were also drafty so we applied caulking around there tooI am very sorry you felt installer talked down to you and I apologize for thatI will address that with our installerOn the second trip out installer took the interior trim off to show the insulation that was put in around the doorThe 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 associates out to also see the job site that were unbiased towards our companyThey stated that there are draft issues throughout the home, and there is no exterior insulationThe 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 draftsWe stand behind our installs and it appears the install is done properlyThe only solution I can suggest about the trim not touching the wall in some spots is to fill the voids with plasterPlease let us know how you would like to proceedThank youTracy B President