ComplaintsforSummit View Carpentry, LLC

• Initial Complaint

  01/09/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Door sweeps were installed on 11-7-22 which is what I had asked. Extra services (weatherstripping and seals) that I did not request were added, inflating the bill to over $500. I was shocked at the price, but paid. The extra services were done wrong so I will have to redo them in the spring. I have already sent a detailed email which I did get a reply to. I replied back but am waiting for a reply. I asked for a $250 refund. I think this is the fair thing to do. I am asking for help with a resolution.

  Business response

  01/20/2023

  Dear Better Business Bureau,
  Thank you for the opportunity to reply in regards to a customer complaint.
  ********************** takes its reputation serioulsly so please allow me to clarify a few things.
  
  1. When I replaced the door sweep and it tore apart, I replaced it a second time for free. I did not charge you for labor or materials. Your weatherstripping was ripping, it is standard practice to replace door sweeps and weatherstripping at the same time. I showed you the material for it and let you know what was going to be installed. 
  2. I did come back twice to fix both doors like you requested.   The material cost between $250 and $275. 
  3. If you had asked me for a quote, I would have been more than happy to provide you with one. This would have taken longer and I was under the impression you needed this done quickly.  Everything was listed so you had to know what you were paying for.  Additionally, you could have disussed this with me since you were looking over my shouder the whole time. 
  4. The proper way to remove a door is by the hinges. It does not take longer and oftentimes those pins do not come out. I was also putting in security screws to reinforce the door,  which you  were informed about and thanked me for doing. 
  5. You can't put the weaherstripping all the way down on the threshold because the groove that the weatherstripping goes into does not go all the way down. This is the fault of the door manufacturer. I did tell you this fix would be temporary and that you will need a new door.
  6. I did not paint it because I would have had to wait for the caulking and the wood filler to dry. Please note, I did not charge you for this. I also did not charge you for fixing the moulding .
  7. I did the best of my ability on the trim work.  Every seam was caulked, glued and pin nailed.    
  
  8. I am so glad you like the  quarter round and cabinet crown moulding. I did my best then, as I did on all the projects I have done for you . 
  
   Dear *************,
  I' m sorry we couldn't meet your expectations.  Unfortunatly, I am not the only one feeling this way as both the painter and the flooring guy as well.  I am sorry it has come to this point,  My company strives for excellence in quality workmanship.
  
  In order  to resolve this matter, I will agree to refund your $250. as requested In your email and BBB complaint.   I will mail  you a check this week.  Once the refund is received ,I request a signed receipt  stating that this matter is closed.  In addition it will state I will no longer be requested to  perform anymore services or be contacted again after refund is complete.   
  
  
  Thank you for your time,
  ***************************

  Customer response

  01/20/2023

  Complaint:18627513
  
  I am rejecting this response because:

  
  Thank you for taking the time to respond.  I don't agree with your bullet points. I kept it simple with my filing with the BBB and generalized the matter.  So the BBB can understand your bullet points, I pasted our email correspondence below.  Once I receive the $250 check, then we can close the matter. 

  
  I do have one question for you.  Are you sure you want to speak on behalf of the flooring guy?  Does the flooring guy really want you to make judgements about the professional relationship he has with a customer.  Does the flooring guy really want you passing a message on to me, and telling his customer what you have stated, because I will be verifying this with the flooring guy.  Here is what you said on behalf of the flooring guy:

  
  I' m sorry we couldn't meet your expectations. Unfortunatly, I am not the only one feeling this way as both the painter and the flooring guy as well. 
  
  Sincerely,
  
  *****************************

  
  MY REPLY IN BOLD. THERE WAS NO RESPONSE AND NO MORE EMAIL CORRESPONDENCE

  
  From: ** <*********************>
  Sent: Wednesday, December 14, 2022 9:09 PM
  To: summitviewcarpentry <********************************>
  Subject: FW: FW: Invoice for door repair
  
  ?Good evening.  Please see reply below in bold. 
  Thank you. 
  
  From: *************************** <********************************>
  Sent: Sunday, December 11, 2022 6:07 PM
  To: ** <*********************>
  Subject: Re: FW: Invoice for door repair
  
  Hello,
  
  Thank you for your patience in awaiting my reply as I have thankfully been very busy.
  I am very sorry you feel this way about my work, please allow me to clarify a few things.
  
  1. When I replaced the door sweep and it tore apart, I replaced it a second time for free. I did not charge you for labor or materials. Your weatherstripping was ripping, it is standard practice to replace door sweeps and weatherstripping at the same time. I showed you the material for it and let you know I was going to install it.  I engaged your services for only the door sweeps. You decided on the weatherstripping and seals without my permission.  I dont recall my weather stripping being ripped, but I could have added more seals.  
  2. If you had asked me for a quote, I would have been more than happy to provide you with one. This would have taken longer and I was under the impression you needed this done quickly. We could have discussed this before you ever paid me for the job. For every other job you did for me, you gave me a quote.   I did not say I needed the sweeps done quickly. You were making it quickly by wanting to come the same day as XXXXXX, and also commented at least I will make some money when I asked if you could come sometime and replace the sweeps. Quickly is not a reason not to give a quote.
  3. The proper way to remove a door is by the hinges. It does not take longer and oftentimes those pins do not come out. I was also putting in security screws to reinforce the door.  Another professional was shocked when I said my doors were removed by the hinges. Security screws are not a reason.  You didnt know you were putting security screws in when you took the doors off by the hinges, because you asked me if I wanted the security screws after you took the doors off by the hinges,not before.  That was the first I had heard about security screws. 
  4. I had fixed the seal twice already. The original manufacturer adhesive was not adhering, there's not much I can do about that.   You decided to replace the seals in winter.  I didnt ask you to replace seals.   You know they dont adhere well when it is cold, and should be installed in summer. Dont blame the manufacturer, it is because of your decision.
  5. You can't put the weaherstripping all the way down on the threshold because the groove that the weatherstripping goes into does not go all the way down. This is the fault of the door manufacturer. I did tell you this fix would be temporary and that you will need a new door.  I looked and see a groove all the way down, as did a friend.  And, if there wasnt a groove, you could cut a little tab, cutting off the part that goes in the groove, but leaving the bigger rubber part to go all the way down.  You did say I would need a new door in five years or something, because of moisture you saw at the bottom, but this has nothing to do with the weatherstripping groove.  Two different things.  You didnt tell me anything about a temporary fix.  What are you referring to?
  6. I did not paint it because I would have had to wait for the caulking and the wood filler to dry. Please note, I did not charge you for this. I also did not charge you for fixing the mould.   Still left an uncomplete job for me to finish.  The only reason the mould needed fixed is because it was not nailed into the studs originally.  
  7. I did the best of my ability on the corners. Over time the wood tends to cup creating gaps and the house continues to settle which will also create gaps. Caulking can help with this.  The gaps and corners that arent flush were like that day one.  Cant blame house settling.  I noticed the issue immediately, not a year later. Are you telling me to caulk it myself??
  8. I am so glad you like the moulding. I did my best then as I did on all the projects I have done for you. 
  
  I am unable to do any refunds as I am a small business trying to make a living for myself. Thankfully, God has provided me with enough work to continue moving forward with my business. Being a small business is no justification.  Also, I could have easily replaced the seal and weatherstripping myself, and would have done it in summer.  I am left with seals that are falling off both doors, duck taped seal, seal that sticks to the door and is getting pulled off when we open the door, weatherstripping that doesnt go all the way down, allowing moisture to get into my door. I am due a refund of $250 or more, the money that was robbed from me. The extra work forced on me inflating the bill was not even done properly. 
  

  HIS RESPONSE
  

  From:*************************** <********************************>
  Date:December 11, 2022 at 6:06:54 PM PST
  To: ** <*********************>
  Subject: Invoice for door repair
  
  Hello,
  
  Thank you for your patience in awaiting my reply as I have thankfully been very busy.
  I am very sorry you feel this way about my work, please allow me to clarify a few things.
  
  1. When I replaced the door sweep and it tore apart, I replaced it a second time for free. I did not charge you for labor or materials. Your weatherstripping was ripping, it is standard practice to replace door sweeps and weatherstripping at the same time. I showed you the material for it and let you know I was going to install it.
  2. If you had asked me for a quote, I would have been more than happy to provide you with one. This would have taken longer and I was under the impression you needed this done quickly. We could have discussed this before you ever paid me for the job.
  3. The proper way to remove a door is by the hinges. It does not take longer and oftentimes those pins do not come out. I was also putting in security screws to reinforce the door.
  4. I had fixed the seal twice already. The original manufacturer adhesive was not adhering, there's not much I can do about that. 
  5. You can't put the weaherstripping all the way down on the threshold because the groove that the weatherstripping goes into does not go all the way down. This is the fault of the door manufacturer. I did tell you this fix would be temporary and that you will need a new door.
  6. I did not paint it because I would have had to wait for the caulking and the wood filler to dry. Please note, I did not charge you for this. I also did not charge you for fixing the mould.
  7. I did the best of my ability on the corners. Over time the wood tends to cup creating gaps and the house continues to settle which will also create gaps. Caulking can help with this.
  8. I am so glad you like the moulding. I did my best then as I did on all the projects I have done for you. 
  
  I am unable to do any refunds as I am a small business trying to make a living for myself. Thankfully, God has provided me with enough work to continue moving forward with my business.
  I appreciate all the work you have allowed me to do up to this point, and can refer someone else to you, for any other projects you *** have, if you'd like.
  
  Thank you for your time,
  ***************************

  
  MY ORIGINAL EMAIL: 

  
  On Sat, Dec 10, 2022 at 4:43 PM ** <*********************> wrote:
  Hello good evening
  Would you please do me the courtesy of replying to this email below sent December 3.  Also here is a photo at the bottom of the email of the front door and how it turned out. Thank you. 
  
  ?I have to share with you that I feel taken advantage of, and I sure learned a ******* The door sweeps seem to be working, although they are starting to rip. Would you pay $500 to end up with a duct taped back door seal that is coming off in two spots, seals that are disintegrating and coming off on the sides, a gap at the bottom weatherstripping on both doors on both sides, plus new top seals that *** or *** not stick (the back door outside top is already coming off)? If you are going to say its because of the quality of the materials and the cold temperature, remember you chose the materials, and decided without my consent to replace the weatherstripping and seals and to do it during winter. 
  1. I asked you to replace just the two door sweeps, nothing else.  This is why you came on November 7.  You decided to replace the weatherstripping and seals without asking me, knowing it would take longer and cost more.
  2. If I had known you would charge $500 I never would have done it.  You did not give me any type of quote, or idea of the cost, especially after adding on unauthorized services (the weatherstripping and seals).  ****** learned.  Get a quote or rough estimate first in the future.
  3.  Why would you take my doors off by the hinges? This is hard on the wood frame as far as screws going back into the same holes.  It also takes a lot longer.  Why would you not just take the pins out?
  4.  When you came back December 1, you left saying you were not sure if the new seals will even stick.  You said if they dont stick that you are finished, and that I should just stick something up there.  Do you think it is right to charge $500 for unauthorized services, and then just say if it doesnt work just stick something up there.
  5. I am very frustrated you left a gap on the bottom of the side weatherstripping on both sides on both doors.  Leaving gaps like that allows moisture to get in, defeating the purpose of the weatherstripping. The doors are not sealed if there is a gap.  If only the weatherstripping had been done correctly without gaps I could add seals where needed. Now I will have to redo the whole mess myself in the spring, or pay someone else. 
  6.  November 7 you nailed the molding back to the East wall that wasnt properly nailed to the studs originally.  You caulked and used putty, but didnt finish.  I had to stay up and paint it.  When XXXXXX came for the repair last month, he did a complete job, caulk, putty, paint.  I dont get it.   
  7.  I never told you the little pieces of wood mitered corners are not flush and some have gaps.  A friend pointed this out to me.  This is something Ill have to just live with. 
  8.  I love the crown molding and *** molding.  Also the laminate edge.  Thank you for the kindness you showed when doing the *** molding. 
  I think the only fair thing is to refund me $250, and I will pay someone else to redo the doors in the spring.  
  

  Customer response

  01/25/2023

  Hi
  I have not received the $250 check yet.  I am still waiting for it to come in the mail.

  I did receive two emails last week from summit view carpentry saying that he would send a check, but I chose not to reply because I would rather have all correspondence go through the BBB.  
  

  I will paste his two emails below so you have all correspondence.

  Thank you so much!

  ********* 

   

  
  
  Sent from my iPhone
  
  Begin forwarded message:
  
  
  From: *************************** <********************************>
  Date: January 22, 2023 at 4:10:28 PM PST
  To: ** <*********************>
  Subject: Dispute
  
  
  ?I recived the letter from the BBB.  I would like closure to this on going issue.   I have sent a response which you should receive.  I am willing to refund your $250.00 with a the agreement we leave this matter settlled.  
  
  
  
  
  
  
  Thnank you,
  
  
  
  
  ***************************
  
  Begin forwarded message:
  
  
  From: *************************** <********************************>
  Date: January 17, 2023 at 9:55:28 PM PST
  To: ** <*********************>
  Subject: Refund
  
  
  ?I am going to send you a $250.00 refund as requested with the BBB.   Once the refund is received, I request a signed receipt stating the matter is closed.
  
  
  Sincerely,
  ***************************

  Business response

  01/30/2023

  Thank you getting back to me via the BBB.  ***************,  I tried to contact you in regards to your refund.  I will have your check delivered via a 3rd party and I will need a signed receipt stating you have been refunded as well as closure to our business thank you for your patience.  I wish you the best of luck on your future projects.   

  Customer response

  01/31/2023

   
  Complaint: 18627513
  
  I am rejecting this response because:

  Hi

  Thank you for replying.  I prefer all correspondence to be through the BBB which is why I didn't reply to your emails.  Yes, I agree that when the $250 is received the matter is closed.  Can you please use cash so I can give you a signed receipt that $250 was received?  Otherwise I will have to wait for the check to clear or go to the bank to cash it before I can give you a signed receipt.

  I stated that I agree that when the $250 is received the matter is closed.  Is that sufficient? If you were just to mail a check, it would be simpler and your receipt would be my signature on the back of the check.
  Did you see my question about the flooring guy?  Here it is:
  
  I do have one question for you.  Are you sure you want to speak on behalf of the flooring guy?  Does the flooring guy really want you to make judgements about the professional relationship he has with a customer.  Does the flooring guy really want you passing a message on to me, and telling his customer what you have stated, because I will be verifying this with the flooring guy.  Here is what you said on behalf of the flooring guy:
  
  I' m sorry we couldn't meet your expectations.  Unfortunatly, I am not the only one feeling this way as both the painter and the flooring guy as well. 
  

  
  

  Thank you,

  *********
  
  

  Customer response

  02/21/2023

  Dear Better Business Bureau:
  
  Regarding complaint ID ********, please pass the below correspondence on to Summit View Carpentry for me.  

  1.  I received the $250 check that your mother dropped off in the evening at my house on 2/16/23.  This closes the BBB case #********. 
  2.  I did not sign the document your mother brought over and asked me to sign, but I did provide a signed receipt, see attached.
  3.  I had planned on requesting to the BBB that this matter not be posted publicly, but will hold off on that as I never got a reply from you about you speaking on behalf of the flooring guy.
  4.  I will just talk to the flooring guy myself next time I see him so he knows what you said in writing regarding his relationship with me, his customer.
  
  Thank you for all your help!

  Sincerely,
  
  *****************************

*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. ↩