Webb Home Remodeling

I am rejecting this response because:Monetary recovery is not the primary issue here As you can see from my screenshot, I texted [redacted] 9/10/and informed him that the door was hung upside downHe responded, "the door is not upside down." I also attached a photo of the handle with no latch as wellMr [redacted] said he would discuss the matter with his installers The owner of the company, Mr [redacted] was the installer! The door was unquestionably installed upside down I also sent a photo of the window installed over cable wiringAt this point my concern is that no other consumers are treated with the indifference and utter disrespect that was directed at me and my project Regards, [redacted]

To Whom It May Concern:
My name is *** *** co-owner of Webb Home Remodeling this letter is in regards to the complaint filed by *** *** ( homeowner)It is our statement and opinion that the homeowner over exagerated the issues at hand and contacted the Attorney General and the Revdex.com before any issues could be resolvedWebb Home Remodeling has a spotless record for performing outstanding work and having a great customer satisfaction ratingAs anyone in the remodeling or the construction field knows everything doesn’t go according to plan 100% of the time and this is one of those rare occasionsListed below are our explanations of the so called “shoddy” workmanship
These are in order according to the letter written by *** *** ( homeowner) to the Attorney General
1.(a) weathered composite decking was used, not new composite decking that I paid for
( this has been verified by the distributor the composite decking was purchased from)
Explanation:
Our supplier which is *** *** *** sent us out the material for the jobWe had already supported the roof system and had torn off the existing decking boardsIt wasn’t until we started laying the decking boards that we noticed some were aged, at this point it is not possible for us to leave the deck torn apart and the roof temporarily supported while new decking boards are orderedWe were on the phone immediately with *** *** *** to get this issue correctedThis can be verified by the managerHe apologized to us for sending outdated material and agreed to send us new decking boards ASAPThe reason that the homeowner verified that the decking was not new is the fact that we had the manager call her personally and explain what was going onThe homeowner felt we were trying to get away with something was her claim and we assure you that that is not the case
1.(b) Blocks under the porch posts were not returned after the porch was replaced
Explanation:
There is nothing in the estimate or contract about replacement of any post blocksWhen we removed the posts to temporarily support both top and bottom blocks were rotten and falling apartWe replaced the top blocks with our own material and the bottom blocks were to be replaced when we returned to replace the decking boardsAgain this wasn’t even part of the estimate, and homeowner wasn’t ever charged for extra work or material
2.(a) One window was not properly sealed
Explanation:
The window was sealed properly and to codeOur window installation and insulation procedure is inspected frequently by the local city building department and we have never had a problemWhen we were completed there was a little piece of insulation protruding from the top cap of the window ( not uncommon )The insulation only needed trimmed off and discardedIf anything this is proof that the window was insulated and sealed properly it is when you don’t see any insulation is when you have a problem
2.(b) One broken window was installed
Explanation:
This is correct, the window was installed with a cracked piece of glass in the sashWe pointed out the crack to the homeowner and explained to her that a new sash would be ordered immediately and when it came in we would return to change them outThe glass wasn’t compromised enough to let any weather into the houseThe homeowner was informed that again these are things that can happen in shippingThe homeowner was fine with this solution at that time
3.(a)Screws on the patio door were removed and the rollers are no longer on the door
Explanation:
Quoting the contract “ Install new sliding door unit that homeowner purchasedAssuming the door unit is the proper size, we figured standard installation.”
To begin the door in question was a door that was bought used and was stored in a barn out back of the propertyWe worded our contract accordingly due to the fact we hadn’t even seen the doorWhen we saw the door for the first time it had sat in the barn covered in leaves, dirt, cobwebs and who knows what elseWe installed the door per our contract that states standard installation, we install new doors on a regular basis and again never have a problemThe door in question was in worse working order than the doors we usually throw awayThe homeowner was informed that the door was not in proper working order and we cannot be responsible for the mechanics of the door, only installationIt is very unsettling that the homeowner would actually state that we would remove the rollers out of the door, if she understood the mechanics of the door ( which we tried to explain to her ) she might not make accusationsWe would have to remove the sliding panel from the door frame, turn it upside down, using a long screwdriver ( because screws are inset deep into the door molding ) unscrew the roller adjustment completely ( which is difficult to do, they make the screws so they won’t unscrew all the way so that when adjusting the door the screws won’t come completely out) remove the rollers and discardThere is no reason whatsoever for us to remove the rollers at any time during the installation processWe did re-install the wood trim that was on the existing door unit, as there wasn’t any new trim figured or stated anywhere in the contract
The homeowner was made aware of the conditions of the door unit and it was our recommendation that she buy a new door and we would install itShe said she didn’t have the money for a new door so we offered that if she could give us $down we would purchase the $door unit for her and she could pay the remaindering $when she was ableWe don’t know too many contractors willing to go over and beyond in helping a homeowner in a situation like this
3.(b) rotten trim was put down after the patio door was installed
Explanation:
As stated before the trim on the exterior was not part of the contract or the standard installationTrying to keep the homeowner happy we even said we would replace the exterior trim at no cost to her
The homeowner was satisfied when we left the job, we informed her we would let her know when the window sash and the decking would arriveIt wasn’t until two days later we received a call first from the homeowner demanding to know when the decking and sash would arrive, it was explained when we left the jobsite and again on the phone that the material had to be ordered through *** *** *** and then to their manufacturer and we couldn’t give an exact date at that timeShortly after talking to the homeowner, her daughter contacted us and again was demanding for a date when we could not produce a date that very second the daughter became louder and louder on the phoneAt that point things were going nowhere so we told the daughter that we were only talking to *** and we would let them know a date the second that we found out
At this time all the above issues have been resolved except the sliding door unit issueWe feel that we completed the job as was stated in the contract and the fact that she bought a used door that sat in a barn for who knows how long is not at all the responsibility of Webb Home RemodelingIt is unfortunate that some of the decking and a window sash was delivered unsatisfactory or cracked, but was not the doing of Webb Home Remodeling or the intention to leave an inferior productIt was known to the homeowner from day one that the issues would be taken care of
In closing we just want it to be known that Webb Home Remodeling is respected and well known in the community as being honest, trustworthy and a contractor that provides exceptional workOur business is not temporary, we are a company that plans on being around providing exceptional workmanship for generations and it is a shame to us to even have one blemish on our record
Thank you for your time,
*** ***/ *** ***, owners
Webb Home Remodeling
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Complaint #*** This refers to a complaint that I filed against Webb Home Remodeling in Sept of last yearI had to wait until after winter to have someone come and fix my patio doorWhat they found out was that Webb flipped the sliding door upside down when they installed it, leaving the rollers on the top of the door instead of the bottomIn addition they told me they had to change the door handles around because they were put on the wrong side of the doorThat would be because they had the door installed upside down which I do have video of with the door installed before it was flipped and afterAll winter I was getting water in the track because the lip that seals the door was facing towards the room instead of the doorCan I open a new complaint against them so I can at least try to recoup the $I paid to have the door installed?Thanks so much and look forward to hearing from you.Sincerely,*** ***

I am sorry for the delay in replying as I have just read the e-mail that was sentI will discuss this matter with my installers and get back to you as soon as possibleIf the door was installed incorrectly I will be happy to refund the homeowner her moneyI am sorry for the inconvenience and the mix upIt is always our first priority to ensure that each and every homeowner is completely satisfiedWe have an outstanding customer review and would never want to tarnish our good name.Sincerely,*** ***Webb Home Remodeling

Attached please find the contract, as well as pictures of the work after the job was completed The pictures are of the broken window they installed, the weathered decking they installed, the missing blocks from under the porch posts after the porch was replaced, and the rotten trim they put
down after the porch door was installed I will also forward you a video of the new patio door they installed that is missing the rollers that were attached to the door when it was purchased

I am rejecting this response because: The patio door they installed had rollers on the bottom of it when I left the house that morning for workUpon coming home, the door was already installed and they told me there were no rollers on the door and I needed a new one that they would provide and install for an additional $I am not paying for anything else, I have already paid them $to install the one that is there now and they refuse to take accountability and fix the rollersIt makes no sense that I would pay $to have a non working patio door installedI believe it is possible they were trying to adjust the rollers and took the screws out too far and now don't want to admit it*** gave several different reasons for everything that went wrong, *** first told me the reason he didn't put the blocks back under my porch posts was that he thought it looked better, then he said he forgot, this is the way everything wentThe final reason he gave for the botched job was that he was under so much stress because he had had knee replacement surgery.No, I am not satisfied!!
Regards,
*** ***

Revdex.com called business to follow up on this complaint and spoke to [redacted], who responded verbally. He said this was just a misunderstanding, the customer has been taken care of and is happy.

I am rejecting this response because:Monetary recovery is not the primary issue here.  As you can see from my screenshot, I texted [redacted] 9/10/14 and informed him that the door was hung upside down. He responded, "the door is not upside down."  I also attached a photo of the handle with no latch as well. Mr. [redacted] said he would discuss the matter with his installers.  The owner of the company, Mr. [redacted] was the installer!  The door was unquestionably installed upside down.  I also sent a photo of the window installed over cable wiring. At this point my concern is that no other consumers are treated with the indifference and utter disrespect that was directed at me and my project.  
Regards,
[redacted]

I am rejecting this response because:
The reason I verified the decking was because I saw it two
days later with daylight and called Webb Remodeling. It was at that time he
told me he was aware of it and that the boards would all age to blend in
together. They say their supplier contacted me to let me know about the aged
boards. At no time did of hear from their supplier until 9/15/14 which is the
date that I informed them I would be filing a complaint with you.(I have screen
shots of my phone calls) and am attaching them.
The blocks below the posts were treated lumber and were not
rotten. I also have photos of the porch prior to the repairs. This is the third
excuse I am being given for that problem. First he thought it looked better
without them, second he just forgot and now they were rotten. They replaced one
top block because they cracked it when taking down the post. I have photos
showing the other three are still painted the same as the post and the one they
replaced has not yet been painted. I will attach it as well.
The window did not have the trim put on the bottom which
left the bottom of the window exposed. [redacted] told me he forgot to trim it out
before he left. There was no problem with the top. Again more lies.
When I first got the estimate I told [redacted] that the door was
used so he knew that. He told me that would be fine and gave me the measurements
so I could check the used door to be sure it would fit in the same opening.  It is correct that I signed the contract
calling it a new door. That is my mistake for not reading the contract
carefully. I do know the door was in working condition when I left for work
that day.
The trim on the patio door was rotten and when I asked [redacted]
about putting rotten trim back on the door he said they didn’t take any trim
off. I told him they had to remove trim to put the nail strips in for the door.
It was then he agreed to replace the trim which they did.
I am a senior citizen in my 60’s and my daughter was just
trying to get a timeline when things would be made right because I was only
getting vague answers as to when thing would be fixed. She was in no way
disrespectful to them, in fact [redacted] told her his contract was with me and not
her. He hung up on her and called me. I informed him then that I would be
filing a complaint and was told to go ahead.  I had asked several times for an invoice and
the warranty and only received those on the last day of my contact with them.
They made three trips to my house to “fix” things that
should have been done right the first time they were there. As a result of that
I had to miss 6 hours of work because I no longer trusted them to be at my
house without myself being there.  
The original contract states it was to be a two day job but
as it happened  they were finished in under
8 hrs. which would explain their additional three trips to fix things.
So in conclusion I paid $400 for installing a door I cannot
use and missed a total of 6 hours pay because of their inadequate work. Everything
has been taken care of except the patio door is correct.
Regards,[redacted]