ComplaintsforGVD Renovations, Inc.

• Initial Complaint

  12/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In July of this year, GVD Renovations began replacing the siding on my house. However, upon completing the project, I noticed a significant issue with my kitchen window. It had buckled from the inside out due to apparent workmanship problems they caused on the exterior part of the window during the installation of the new siding. Regrettably, *** has not shown any willingness to rectify this issue without additional charges. Instead, they have proposed inspecting the siding, identifying the root cause, and charging me double for the issue they caused to fix it. It's worth noting that this window was originally installed in 2019 and had no issues until GVD applied the new siding around it. Furthermore, *** stated in an email that their company never interacted with the window frame, despite the contract explicitly including the installation of a forti-flash rubberized flashing system and a metal z flashing system for all windows. To date, they have not agreed to address these issues at no additional cost.

  

  Business response

  12/08/2023

  We were contracted to perform siding and window replacements at ****'s property. Currently, **** has an unsettled outstanding balance, along with an window issue he has raised, which we contend is not within our responsibility.
  
  The issue revolves around one of ****'s existing Milgard kitchen windows, which he claims buckled after our siding and trim installation on his house. This specific kitchen window was not within the scope of our replacement or installation work. We did not touch this window. **** suggests that our siding/trim and window flashing work *** have caused the problem.
  
  However, we possess photograph evidence that contradicts ****'s claim. We have a clear photo showing the same buckling issue on the kitchen window existed before our project began. **** questions the photo's clarity and denies any prior knowledge of the issue. We firmly assert that this damage was pre-existing and unrelated to our work efforts.
  
  View the before and after photos here: ****************************************************************************************************************
  
  The responsibility lies with **** to provide evidence supporting his claim of GVD Renovations' liability for the kitchen window damage. To date, he has not provided such evidence, and the outstanding payment for the contract remains unresolved.
  
  Efforts have been made to assign responsibility for the window's buckling issue to GVD Renovations, but without evidence of our involvement, **** is responsible for all costs associated with his pre-existing window problem.
  
  During a phone conversation, at one point, **** admitted uncertainty about whether the buckling issue predated our work. However, his accusations, claims, and narrative have changed multiple times.
  
  It appears that **** is attempting to shift responsibility for his Milgard kitchen window issue onto our company and hold us accountable.
  
  Additionally, **** has initiated a warranty case with Milgard regarding his old window and has requested a Milgard technician. We have offered to be present at this inspection, but **** has denied us access. Given this situation, we believe it is necessary to resolve this matter through legal means.
  
  Regrettably, it seems that **** is trying to exploit the situation and coerce us into compensating him for problems that existed before our involvement.
  
  At this point, we have referred this case to our legal team to ensure a proper resolution through the legal process.

  Customer response

  12/13/2023

  I am rejecting this response because:

  To accurately document this complaint, please take note of the contradictory statements made by ***, the contractor. They explicitly asserted, "This specific kitchen window was not within the scope of our replacement or installation work," and also insisted, "We did not touch this window." These claims are unequivocally untrue, as the contract explicitly specified the installation of a Forti-Flash rubberized flashing system and a metal Z-flashing system on all windows.
  
  It is essential to emphasize that the picture provided by the contractor lacks clarity and does not serve as sufficient evidence. Furthermore, the contractor cannot furnish any visual proof of the window visibly buckling before they installed the new siding, both from the interior and exterior perspectives. To be explicit, they have no substantiating evidence for this claim. When I inquired why GVD had not raised these concerns before commencing the work, their response was, "It is not our responsibility to identify major issues for the homeowner before commencing work in the same area."
  
  Nevertheless, it is evident from their "before and after pictures" that new trim and siding, (including the Forti-Flash rubberized flashing system, metal Z-flashing system, and caulking), were installed around the windowa window they now assert they "never touched."
  
  A portion of the final payment owed to GVD is currently being withheld until they accept responsibility for the issues they have contributed to. Despite the window being installed in 2019, with consistent performance and a lifetime warranty, GVD's insinuation that the window manufacturer was at fault for being of low quality was insulting, especially since I ordered the same windows from GVD Renovations for installation in my house, based on their reputation for high-end products.
  
  Most importantly, the owner of GVD made multiple visits to my residence to assess the project but never mentioned any preexisting issues before starting the work. Only after the project was completed did a GVD employee come to my home and attempt to attribute the issue to the window, labeling it as "low-quality." When I inquired why he hadn't informed me of the issue earlier, his only response was that it "was cheap." And, to set the record straight, there was absolutely no phone discussion during which I admitted uncertainty about whether the buckling issue predated GVD's work. This statement is not only false but a complete and insulting misrepresentation of a conversation that never occurred in the manner they have described.

  Nonetheless, I have reached out to the senior leadership at Milgard to address and officially document this situation. The earliest available date for a Milgard technician to visit my house is January 4th, which was confirmed yesterday.  GVD's assertion that I denied them access to the Milgard inspection is entirely false. This claim doesn't hold true, as I recently confirmed (yesterday) an onsite meeting with ******* for January 4th to formally document the situation and conclude their investigation, and GVD is invited to participate. According to *******'s preliminary findings, this issue squarely falls under the responsibility of GVD Construction, not *******'s.
  
  Until then, GVD will not receive the small percentage of the outstanding balance due to substandard workmanship and the corrective actions they need to take responsibility for, at no additional cost to me, the homeowner.

  
  

  

  Business response

  12/22/2023

  We have provided pictures taken before, during, and after the project (see attachment). In each of these images, the issue of the window's buckling is unmistakably evident. The "BEFORE" picture undeniably highlights an abnormality. The window is not merely dirty; it was inherently flawed, as is clearly visible in the photograph, displaying a noticeable ****. Upon reviewing all the photos, you will consistently observe the presence of the same window buckling issue.
  
  The problem of buckling is undeniably present in the "before" photos, even before any work began. **** asserts that this is merely a case of a dirty window.
  
  Our stance is to honor our contractual obligations while maintaining fairness and accountability. It's crucial for the sustainability of our business to differentiate between our responsibilities and issues beyond our control.
  
  

• Initial Complaint

  10/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We entered a contract with GVD to redo the flooring in our house 6/8/22. The scope of the project included replacing our carpet in the upstairs and laying *** downstairs. Carpet install was fine, but the *** installation has been nothing short of a nightmare. GVD quoted and advised, as licensed contractors, that we could lay *** over our existing hardwood. Once the work installing *** was completed, problems began. The floors began to buckle. Were told it was because of the extreme wet weather the region experienced. We trusted their expertise and looked for resolution. After continued issues with the floors popping, we sought outside opinions. We had an independent licensed contractor come out to evaluate and contacted the flooring manufacturer. Through this process, we discovered that laying *** over hardwood is not an approved method and voids all warranty on the flooring purchased. GVD agreed to fix their error, but ran into more problems when the new batch of flooring did not match the originally installed flooring. A claim was opened with the flooring manufacturer and ultimately denied due to the time lapse between original installation and the new flooring being installed. Through this process, our original hardwoods have been ruined. All of the doors, door trim and vanities now have large gaps under them. GVD has been terrible at communicating and having a sense of urgency to rectify the situation. Were currently living in a house with partially ripped up floors, buckled floors, and exposed slab. All of which are a hinderance to our daily living and a safety hazard for our children. They have continued to push us, as the consumer, that the issues are a result of defects in our home. We spent $1500 to have our concrete slab evaluated for moisture only to find that it was fine, and that GVD was using the wrong tool to measure moisture. Strongly recommend consumers to not select GVD as a trusted contractor.

  

  Business response

  11/06/2023

  In presenting our side of the story:
  
  The customer entered into an agreement for the installation of LVP over their existing hardwood floors. While we offered the choice of a full floor replacement rather than an overlay, they opted for the more economical route of overlaying the new flooring onto the old.
  
  The problem of the flooring lifting was not anticipated, as it's impossible for us to ascertain the state beneath the existing floors without removal. Unfortunately, it was discovered that moisture beneath the old flooring led to this issue. This complication arose from the decision to opt for the less expensive installation method, a decision made by the customer, who now holds us responsible.
  
  As a gesture of goodwill and commitment to customer satisfaction, we have agreed to replace the customer's flooring at no additional cost, covering both labor and materials for the entire lower level, stairs, and landing. This replacement work is currently underway. Our intention is to rectify the issue to the customer's complete satisfaction.
  

• Initial Complaint

  08/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  GVD Renovations, Inc. purchased and installed *********************** ***** Primed Lap Siding on my house during the last week of October 2022. Work Order #*******. According to the ************* of *********************** ************************ to obtain warranty service, I must provide a copy of the invoice from the dealer/ retailer or the contractor invoice. I sent an email request to GVD on March 1, 2023. ******** responded by stating warranty coverage would begin after *********************** had processed the invoices GVD submitted online. This processing could take up to 6 months. She also stated that my address was all that was needed to inquire about my warranty. After waiting several months, I called the *************. The Representative told me the warranty starts from the date of the purchase, they do not keep copies of invoices and providing my home address is not enough to request warranty service. I sent a second email request to ******** on July 17, 2023. No response. I called GVD on July 20, 2023 and was told by ***** that the Project Manager would get back with me by email with the requested information. GVD has not responded to my requests for a copy or copies of their invoice(s) showing purchase of the the *********************** siding/building materials that were installed on my house.

  

  Business response

  08/09/2023

  To begin, this complaint is inaccurately categorized.
  
  While you indicated that it pertains to "Repair Issues," it is not aligned with that concern.
  
  It appears that you are interested in obtaining a supplier invoice from GVD Renovations' material supplier regarding our *********************** Siding order. This request cannot be fulfilled as it falls outside the scope of your entitlement. Building material invoices are addressed to GVD Renovations, not you, hence it is not to be shared with anyone but GVD. You should have recieved your own GVD Renovations invoice which contains all necessary details (total price, date of purchase, type of siding, etc).
  
  To clarify, GVD Renovations procures materials from suppliers/distributors, and the associated invoices and operational matters are confidential. These documents contain confidential pricing and are exclusively intended for internal GVD Renovations use they are not to be shared with customers. Across all industries, companies do not disclose their "at cost" or supplier pricing to customers.
  
  You have a signed contract and a completed project with GVD Renovations, outlining the *********************** siding purchase, its timeline and date of purchase.
  
  Contrary to your assertions, you possess all essential documentation to initiate a warranty claim with ************************
  
  GVD Renovations holds the esteemed position of being an Elite Preferred dealer, with an extensive portfolio of thousands of siding projects. We have also verified with our *********************** representative and confirmed that you simply need to present the GVD Renovations contract to submit a warranty claim. Should you require a copy of this contract, GVD Renovations can provide it.
  
  Additionally, if you need assistance with initiating a warranty claim, please contact GVD Renovations and we will assist.
  
  Lastly, attached is the "contractor invoice," which you also mentioned was not provided. This document should meet your needs.

  Customer response

  08/16/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.

  Please forward my response below to GVD.  Thank you.

  
  

  *********************

  
  

  My complaint was placed in the Repair Issues category because it was the only one that best described my concern.  All the other categories listed on the online BBB complaint form were not applicable.  If there had been an Other: Explanation box, I would have completed it.  

   

  When I called the ******************* of *********************** ********************** last March, they told me should I ever need warranty service, I had to provide a copy of the invoice because the 30 year warranty starts on the date of purchase.  I told them I was not given a copy of the invoice showing the actual purchase of my siding and I only had my contract.  The Warranty Information on the *********************** website confirmed what I was told.  The following excerpt is from their Claim Checklist of required documents for a warranty claim:

       Proof of Purchase: Invoice from dealer or retailer; or Contractor invoice showing *********************** product listed; or Builder pick list or letter indicating the *********************** product installed on property; or Photograph of *********************** product identification codes.

  
  

  
  

  Last week I reviewed the Residential Claim Form and found at the bottom of page 4, the following statement:

       Check to attach product receipts (*********************** will accept a spec sheet, contractor proposal or letter from Builder). 

  I was able to confirm with the ******************* that the contractor proposal is the same as a contract and it can be submitted as proof of purchase for warranty service.  The Claim Administrator also said invoices are not confidential and the prices do not have to be shown on the invoices.  She shared what another Administrator had previously told me.  They (GVD) dont want you to know how much they paid. 

   

  Contractor invoice #INV-200858 is not correct.  The contract amount on the form should also include 2 ********************* framed Panoramic Windows, T-11 Sheets, whole house painting and minor dry rot repair per my contract.  The invoice states ********** Front *********************** siding as the type of siding but my contract says ***********************/Primed Lap Siding/Statement Collections.  The Claim Administrator said she has never heard of ********** Front *********************** siding.  I was advised to submit both my invoice and contract should I ever request warranty service.

  
  

  
  

  I accept the business response.  Last week, I also received a phone message and an email from GVD.  It is unfortunate that I was not given these responses back in March.  

• Initial Complaint

  11/21/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I signed a contract with GVD on May 22, 2022 for renovation in 2 bathrooms and flooring for $31,895.23 which included a cash discount. All items were explained in the contract with the exception of Item 9. Shower Door Labor and Materials. An allotment of up tp $1500 was allowed for the door.At our first meeting I asked to review the shower door catalog they used to choose a door. I was told the vendor would come to my house later in the construction of the shower and I could make a choice then. This was false and misleading. I asked several times about making a choice at the time of signing, to the designer and to the contractor, all with vague and misleading information that I could choose later. Eventually a substandard shower door was installed without my choice, and when I protested I was told "Just try it." The door handle (altho never used) has already been replaced and the new one has pinched my fingers twice. I have been repeatedly warned by the installer and contractor that if I don't use the shower door correctly the glass will shatter. GVD lied to me that I would be able to pick a shower door of my choosing for up to $1500. They have installed a non-name brand shower door which is a dangerous hazard in my new shower.I am requesting $1500 from GVD to have a reputable vendor replace this fraudulent, dangerous item. GVD is well aware of my dissatisfaction with the shower door.

  

  Business response

  11/30/2022

  Our signed contract agreement stated that bathroom renovation project included a custom semi-frameless sliding shower door (up to 60"). That is exactly what we installed for the customer. 
  
  See the attached image which contains exact contract verbiage on which type of shower door is to be installed.
  
  We have explained to the customer that this is a top notch ********************** custom shower door (it is not substandard, dangerous or fraudulent). We also have labor warranty in our contract, so in case anything happens with the door, we will take care of it. 
  
  We contacted the customer and asked her to reach out to other custom shower door companies to come in and give her a second opinion. That way, she can see her other options for her shower and make a determination on how to proceed.
  
  In any case, we are willing to make a billing adjustment that the customer requested to reach the customer's desired settlement.
  
  The customer stated that she will do some more research regarding shower doors, and will respond to us on how she wishes to proceed.

  Customer response

  12/08/2022

  I am rejecting this response because:

   

  I would like to reopen the complaint and post the following.   I would like to make a final post when the job is complete.

  
  After being contacted by BBB, GVD CEO ******************* called me twice to resolve the issue.  A credit was offered towards a different shower door.  He agreed to order and install the new door for the credit.  It is still not clear to me why my other contacts at GVD never offered a choice after confirming to me at signing that I would have a choice. But the promise has been made to resolve the issue.  Alls well that ends well. I would definitely hire GVD again. ********* inspectors came several times to confirm the work to code and all was checked as compliant. (********* is strict!)"
  

  Customer response

  12/14/2022

   
  Better Business Bureau:
  
  

  ****************
  It has been mistakenly posted that I do not accept GVD offer to correct the issue.
  That is mistaken.
  I DO ACCEPT GVD offer to remedy the situation of the wrong shower door.
  Please correct this posting.
  Thank You.
  *************************

  
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩