Wal-Mart

Complaint: [redacted] I am rejecting this response because: Sincerely, Erik M***

Complaint: [redacted]
I am rejecting this response because:
Sincerely,
Erik M[redacted]

[redacted] Construction is not responsible for and said so called damages to the front door. We we're very clearly instructed by the customer to sand the front door and pillars of all the existing stain/color from the door and pillars. It wasn't until after the sanding had occurred that they...

realized that the sanding would remove the texture from the door. The customers and myself had a very specific conversation about the process before any work began. Ms M[redacted] was very insistent that all the color be removed from the pillars and door. I went on to explain that the pillars were in very bad shape, almost the ruffness of railroad ties and that getting of the old color out would require sanding it down a great deal to get down into the all the crevices of it. I explained in detail that there would have to be some very heavy sanding done probaly even some power washing  on the pillars to get all of the color out of all the nooks and cranny's of the pillars and the door to get all the old stain off. I asked very clearly is that what you want done and there response was yes it is. Removing texture from composite material and metal doors is not out of the norm at all. We have texturing/graining tools used in conjunction with gel stain to create texture and grain identical to what was existing on the door. I was under the impression the homeowners had done they're homework and knew what they wanted to have done. We have done this process many times over for plenty of other very satisfied clients. We would never just put that much labor into removing all that texture for no reason. Its a lot of work vs doing a light sand and then staining over which also has good results. That's what I initially suggested they do especially in regards to the pillars. It isn't necessary to remove every drop of color from the surface. Any residual color left behind only goes on to blend with the new color. It shows up only by looking like darker grain marks which occur naturally again they insisted against that and wished to have all the color removed before the new color was to be applied. Our company had nothing to gain by doing this extra labor. It would defiantly only be something we would do by request.  The evening after the sanding had been done I received a text we had also spoke on the phone, Eric was expressing is concern about the door more so he was convening is wife's distress about the matter as an act of good faith I tried re assuring them that perhaps there had been a misunderstanding and that I apologize for that. I also began to explain to him what I thought they were after as far as having the texture removed and then applied again. I went over the process even sent him some videos on it, showing him that this is something that is professionally done. He agreed to have it done but also expressed that it was more a salvage job than anything despite that I said I'll do my best to get the results you were after. Mind you I had not billed them for any work that had been done thus far again as another attempt at showing good faith and sympathy. They we're upset and I truly never want any of my clients to feel that way so I was doing all I could to help the situation out. Eric and I went on to have some more conversations about the graining process. I even took a hour and a half drive out to Indiana to retrieve this very specific colored stain they wanted. I brought to the M[redacted] residents where Eric said he wanted to do some test with it. He told me once he was satisfied with those color tests that he would contact me and we could move forward with the project. Several weeks went by before I heard anything back when I finally did hear something back it was a Tuesday, Eric asked if it could be done by that weekend to which I replied I would do my best. There a good chance yes but that's not for certain. At that time as we do currently we have close to a two month lead time. When he said he was going to do some test I was really expecting to hear something back in a weeks time max. I did my best to try and leave some time open for them in that time span but two weeks later is pretty ruff. With that said I unfortunately did not make it over there that week. I reached out to him the following week, I did not receive a response. I did so also the following week, same thing. Again since the beginning of 2016 we have been absolutely swamped so I just went about business as usual. I figured if and when they we're ready they would contact us. Lastly I would like to sum all of this up by saying we do feel sorry for there unhappiness with the door but unless we are given a blue print or something in writing with very specifics of what you want done or not done we can only go off of what is requested. They requested it be sanded, we did so.