ComplaintsforCronkhite Home Solutions

• Initial Complaint

  01/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  see Attached document

  The door was installed with a chip in the corner, the storm doors seal failed the day of install. All three windows are very hard to lock and unlock. The company refused to come out, requested pictures and stopped returning calls after several weeks of calls.

  The company attempted to blame the manufacturer for the windows not sealing. As of today all attempts to fix this have failed. 

  

  Business response

  01/09/2024

  I apologize, I was not aware of the situation. I will look into this immediately. I will have a service created and a service appointment scheduled.

  Thank you,

  **** ********* 

  

  Business response

  01/09/2024

  I do have additional information. The door problem the customer is experiencing was turned into the manufacture for a warranty claim. The manufacture contacted the customer and the customer is unhappy with the manufactures response.

  The storm door sweep was ordered through ****** under warranty on 11-7-2023. We have contacted ****** the manufacturer to see if the factory rep can go look at the door.

  We will have our service rep look at the windows to see if any adjustments can be made. We will also contact the manufacturer again to find out the status for the factory rep visit.

  Thank you,

  **** ********* 

• Initial Complaint

  10/16/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have started this matter prior to Covid 19. My window will not stay up. I have to prop window open. Just needed a spring replaced but was told by ***** more work needed to fix. He came after many calls, could not fix and was told another repair person would come but never did. After many calls, no responses (talked to ****, *******, *****). My husband, *******, called and tried to get info on parts needed to fix window with no cooperation. When we signed contract we were told no problem regarding customer service since company located in Peoria and we reside in Coal Valley. This was a huge selling point. ******* insured me someone would get back to us but Covid created delays. No one returns calls! All I want is my window fixed.

  

  Business response

  11/03/2023

  We do apologize for the complaint. The customer did purchase windows in 2016. The windows were manufactured by ***** ****** *** ***** The customer receives a Manufactures warranty and a 2 year labor warranty from Cronkhite Home Solutions. The customer had a service request in 2021 concerning a window that won't stay up. We sent a service technician to their home. The shoe that holds the balancer needs to be replaced. Unfortunately, ***** ******* (the manufacture) has gone out of business and we have not been able to locate the part. We are still trying to locate the part, but i am not sure how much hope there is of finding this part. We will be more than happy to notify the customer in the future if we can find the part. Since the manufacture has gone out of business are hands have become tied in this matter.

  Sincerely,

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

  Customer response

  11/07/2023

   I am rejecting this response because:

  Received an estimate for another window.  Cost is $800 This is costly for a broken piece to keep window up.   If Cronkite will help with this cost,that would be acceptable.
  

  please advise

• Initial Complaint

  04/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We had our siding and windows replaced in Dec 2017. Within 10 days we had to have them back out because the siding was falling off. This has been a reoccurring problem. I reached out in March of 2021 with no response again in May 2021 with pictures. Reached out again April 2023 because now the siding has actually fallen off the house. The response I got was I will pass this on. All we want is for the siding to be fixed properly or replaced if that is what needs to be done, we paid over 18,000 to have this done and it was never correct at the beginning but we were told it is fine. We just want the siding fixed

  

  Business response

  05/02/2023

  We installed new vinyl siding to this home in 2017. The home is located in the country and is susceptible to high and strong winds. We have completed service calls for wind blow offs in 2019, 2020, and 2021 at no charge. During last service that was performed in 2021 the homeowner released a large pit bull into her yard while the service man was present. The service was completed but the service man refused to go back and their customer file was notated. The customer called in again on the 27th of April, 2023. We have had stronger winds than normal this Spring. She informed us that some of the siding has blown off. We informed the customer we need pictures for evaluation and that there would be a $75.00 trip fee as her job was completed in 2017. We provide the manufactures' warranty as well as a 2 year labor warranty in which we do not charge even a trip charge during that 2 year period of time.  When there is a problem with the product. The problem could be related to a manufacture's defect, a installation defect, or an act of God. In the event the problem is a Manufacture's defect, we gather all of the information needed in order to either file a claim or help the customer file the claim. In the event it is a installation defect, we will provide the correction at no charge for the 2 year period from date of original installation as the contract states. In the event it is caused by an act of God, we work with the customer's insurance company to help them to become whole again. We asked for the pictures to be sent for evaluation and informed the customer there would be a $75.00 trip charge to come out and she became upset with the trip charge of $75.00. I am going to attach the picture the customer sent. It is apparent that the wind penetrated the overlap of the seams completely up the gable and ripped the siding off the house. In our opinion this damage has been done by an act of God. We will provide the customer with a free estimate for the replacement of the damaged siding. The customer has the right to turn the estimate into there insurance company or pay for the replacement. We will be happy to help in either choice the customer decides to make.  We will be forwarding the estimate in writing to the customer this week and there will not be a service fee or trip charge for the estimate. If the customer elects to have us come to the home there will be a service fee or trip charge that will be included in the estimate for the insurance company.

  Customer response

  05/02/2023

   Better Business Bureau:
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I want it noted that the service call in 2021, no body came out that day because the siding never got fixed. They said the homeowner let the dog out and no one was home that day that the employee said he came out and fixed it. I will talk to my husband when I get home because at the time the siding was put on the house it wasn’t done right. That’s why they’ve had to come out so many times. We’ve tried to get a project manager to come out and speak to us and no one returns our calls. 

• Initial Complaint

  02/02/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I signed contract for installing Wooden Fence and replacing all Windows on 09/10/2022 (Saturday), with Business and same day I gave them a deposit of $6,000.00.. . Salesman gave me with contract's copy a Notice of Cancelation which says that contract can be canceled within 3 Business Days from 9/10/2022. Also, it says that to cancel, I need Mail or Deliver Signed and Dated copy of cancelation Notice to the Business. At that time, I lived almost 200 miles away from this house that I bought, so I used mail to deliver my Cancelation Notice signed on, 09/13/2022. Since 1st business day after signing a contract was Monday 9/12/2022, my deadline to cancel (to sign and mail) was 11:59pm of 09/14/2022 but date to cancel was filled on a Notice as 09/13/2022. I signed it on eve of 9/13/2022 and I put it at USPS Collection box on 9/14/2022 after work, (at evening), so i should be pickup by USPS next day 09/15/2022. When I asked for refund of my $6,000.00, Owner - *** **** ********* **., wrote me letter stating that since He received my Mailed Notice with post marked date of 09/17/2022. and since Business "endured" expenses related to a Contract, He refuses to release my Deposit of $6,000.00. Business' Notice of Cancelation form doesn't ask for any Special Mailing Service to be used and/or doesn't say anything about USPS Post Date stamp to be considered by Business as formal Cancelation Date, for that reason, I used Standard Mail Service by dropping My Cancelation Notice into nearest USPS Collection Box. Owner of business simply ignores my messages (both by voice mail and by his secretary), asking him to call me in person to discuss this matter. I asked a local Attorney to ask Business in writing for releasing my deposit, since I did follow Business' instructions within Cancelation Notice - (Sign within 3 business days and Mail), but Owner refused to discuss it with him. Attorney is asking for too much money to file a Court Claim, so I'd like to file a Complaint with BBB.

  

  Business response

  02/02/2023

  These statements by *** ********** are not accurate.  He did enter into a contract with us for a fence and windows on the 10th of September 2022. *** ********** did not try to cancel until the 17th long after the cancelation period had expired. The envelope received by us was post marked the 17th. We also have copies of the text messages back and forth between the salesman and *** ********** in which the details and arrangements of the installation of the fence were discussed as materials were ordered and installation was being scheduled. At no time during these communications did *** ********** express or communicate a desire to cancel before the 17th. I did communicate in writing with *** ********** on 10-4-2022. I also communicated in writing with his lawyer on 11-1-2022. I received communication from his lawyer stating on 12-12-2022 letting us know that *** ********** was willing to settle the matter. We generated an email correspondence to *** ********** immediately on that same date. This email was sent to *** ********** and cc to his laywer.  I will attach each letter that was sent as well as the email.

  We have responded in good faith to both *** ********** and his lawyer whenever contacted. We have not been contacted by *** ********** or his lawyer since that date. In fact we have been waiting patiently for his response. We ask that all future correspondence is done in writing for the protection of both parties so that all communications are documented and proven. I would hope that would eliminate any of these false claims.

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

  Customer response

  02/03/2023

   I am rejecting this response because:
  Hello,

  I just ‘d like to give more facts that due to limited character’s nof 2000, I could not include within original Complaint description. Within the only response of the Business Owner (I made at lease dozen formal requests to contact me0, He states the Business had “expenses” related to my Contract. Well it can’t be true, since Hpme Improvement Company never places any orders of materials , until an Installer makes an appointment to confirm all measurements (since salesman could make a mistake), and no such appointment was made with me. The only thing that was done for me was sending their Salesman for an Initial Sale’s Appointment that Business advertised to be free. Owner is simply ignoring the fact that he doesn’t follow a legal wording (that I follow, word by word), within his own Notice to Cancel form. So why they even bother to include one within Contact? I’m looking forward to hear from you regarding this matter and I’m willing to pay BBB any fees that may be related to their help.

  Thank you,

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

  

  Business response

  02/03/2023

  This is not correct. I have already attached all of the documents for proof of everything stated. We also have copies of text messages to and from the customer and salesman on that Friday after the cancellation period expired discussing the ordering and scheduling of the job. 

  We have offered to put the initial payment towards the rest of the window order. If that is not acceptable we reserve the right to protect our financial interests in a court of law.

  Customer response

  02/06/2023

   I am rejecting this response because:  I am rejecting this response because: Cronkhite Home Solutions made 2 responses but, in both cases, they are just reconfirming my main reason to for this Complaint here at BBB web site. My reason again, is that Contract's Notice of Cancelation Right Legal Language and its Instructions are clear and simple. To cancel, I was instructed by That Notice, ... "Document Quote - last section of it", ... To Cancel, Mail or Deliver a signed and dated copy of this Cancelation Notice" or any other written notice, or send a TELEGRAM to Cronkhite Home Solutions..., end of quote. I follow these instructions very carefully, without adding or removing anything from that Legal Document, but business keep saying that because my mail to them was received as a Standard Mail with Postmark of 9/17/2023 and because Mr. Cronkhite considers such Postmark, not an actual date on the form next to my signature.
  within all his statments, He just confirms that his both responses reportingly without providing any additional explanations or reasons for his actions. Also, this site shows that he submitted 12 copies of documents, but I'll like to point out that it is really only 3 documents uploaded each 4 times.
  The only new information in his Statements was that he sent me an email on 12/12/2022, with his own Offer to Agreement. I did apologize to Mr. Cronkhite and explained to him that....
  1/. Quote from my email to Cronkhite sent 2/4/2022, "...this email was overlooked and never responded to because JUST for Your information, I’m fighting a lung cancer (that’s why I did need a fence for my Service Dog asap), and around Thanksgiving last year, I had to take some chemotherapy sessions. That was very stressful and painful alone for me, so I had to withdraw from following on the matter or on a house fixing issues."... end of quote.
  2/. I explained to Mr. Cronkhite, that his offer was related to proceeding with the contract with window installation and as I'm sure he had noticed by now offer is irrelevant to my complain, since I did cancel His contract properly and I'm asking for my $6,000.00 deposit refund, not for window installation.
  I'll upload my emails from 2/4/2023 where I tried to be very reasonable and by, at 1st. proposing to let him keep 10% for any possible expenses related to this sale. In return he stated that since his company paid for materials, commissions, made scheduling with installers etc., my proposal won't be accepted. In return again, I asked him for scanned copies of receipts and invoices so I could hopefully let them keep that amount instead and return the balance to me. I understand that no Company pays any sales commission if sale gets canceled, materials (if it's true statement), can be fully returned and refunded and if there are any expenses, I offered to cover such. I also asked for copy of Cancelation Notice envelope's Postmark of 9/17/2022, but OfCourse my requests were ignored. He didn't submit any copies (not here nor to me by email), of his expenses, invoices and Envelope's Postmark.
  I also explained politely to him that, if Postmark he brings up all the time is real (i never seen that), why it could be possible, but it was ignored again. I'll upload also a script of my 9/16/2022 texting with a Salesman, that clearly, I was asking to be called in person, but salesman did not call, nor he mentioned that all the work mentioned by Mr. Cronkhite was already happening. He replayed to me just once in whole day by saying at 10:48 am "... let me look into it" and OfCourse, he never answered his cell when I called him several times after work that day. I tried to politely explain to him that, for $6,000.00 (if not released), he is risking negative feedback for his business that I 'd attempt to place at any allowable Customer Protection Agency's website.
   I could not be more explainable, polite and reasonable during our email negotiations regarding this matter, but Mr. Cronkhite refused any financial negotiations and instead he just did talk about completing the contract that was legally canceled by me. 
  For all reasons above, I still would ask Mr. Cronkhide to make a reasonable offer related to refund my full deposit or if he's not willing to do it, I'd still like a right to place a formal Complaint Here at BBB Cronkhite Home Solutions not following state's instructions written withing Right to Cancel Notice. Again, once I sign and put in mail my notice, I have no control of when they 'd process my mail. If he considers Postmark on the mailing as a formal cancelation date, He should modify a language within Cancelation Notice and disclose it to Customer at time of signing a contract. Also please note that the date provided to me on Cancelation Notice was filled wrong and was shorter by 1 day, (30% of time short) and since Mr. Cronkhite is not agreeing to it anywhere, I do thing that it may be standard company procedure to provide 2 business to cancel not 3, and if it is standard procedure for Cronkhite Home Solutions, then I'd like to bring BBB's attention to it as well. Thank you for this opportunity.
  As mentioned all the above information is in today's uploaded supporting documents.
  

• Initial Complaint

  09/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased new windows, sliding doors and had both decks on our house torn down and rebuilt. At that time, approximately 2-3 years ago, we were promised a lifetime guarantee/warranty on all windows, doors and decks, against certain wear, tear, and usage. From the beginning we had them out to repair parts of the decks five times within the first month. The workman were not professional and were rude to my wife enough to make her cry. The last visit I was home and the owner came out with his crew to fix issues, but it was not done satisfactory so at that time I asked them to leave and fixed issues myself. Since then we have had several issues arise from torn screens, bad deck angles, boards warping and popping up from the structure. We did call and some one came out and measured for new screens and noticed some of the ballasts were not working correctly and he would order those parts. He was told yes, they had never worked properly, but no one had been out to fix them. That was approximately 6-8 months ago. We received the screens and I was told I had to put them in myself. (warranty issue, but I am doing the work) I then called about the warped boards, more torn screens that were found and I heard nothing. Having called at least 4 times with no response, I was finally able to get the owner on the phone. He told me the windows the business that made our windows is out of business now and these windows require a special screw to adjust the ballast. He said he has been unable to locate this screw anywhere in the United States and we will have to continue to wait. I find this difficult to believe and extremely frustrating. We feel the workmanship, professionalism and customer service is extremely lacking for the amount of money we paid to them. ($30,000 total) If they were only responsive and acted on the warranty that was promised, we could understand. We only want the warranty fulfilled and material fixed properly.

  

  Business response

  09/27/2022

  We are sorry that Mr. **** feels this way. On Thursday September 22nd, Mr. **** contacted me on my personal cell phone. He was inquiring about someone coming out to make the adjustments to the balance mechanisms of his upper windows. I tried to explain that we were still trying to acquire an after market set screw that increases the tension on the balance shoe and would stop his upper sash of his window from self closing. Mr. **** was extremely rude and argumentative. I tried to explain to him that we were having difficulties because the manufacture ceased operations due to the COVID-19 shut down. (They unfortunately, where located in Pennsylvania. The governor of that state deemed that there organization was not essential. They had to cease operations after failed attempts to appeal the ruling). I tried to explain that there are several different sizes and shapes of the shoe for the balancer so i couldn't just go to a hardware store to obtain. That was not acceptable to Mr. **** and he continued to be argumentative and demeaning. He then threatened to call the BBB and hung up. I tried to call him back and he would not answer.

  Mr. **** contracted with us in the Feb. of 2018 for his deck which was completed in March of 2018. His window project was ordered in April of 2018 and completed in July of 2018. Mr. **** was provided with his Manufactures Warranty through Thermal Windows after the completion of his project. We provide a workmanship warranty for a period of 24 months. We continue to provide repair services for our clients as long as they own the home. This repair service is a courtesy we provide to our clients whether the repair is from an Act of God,  Physical damage, or a Manufactures defect. In most events there will be labor or trip charges that the homeowner will be responsible for. It depends on the Manufactures Warranty (as we do not write the warranty). As a courtesy, we will file warranty claims on behalf of the client if they wish. They have the right to file the claim themselves. This extra courtesy is not a contractual obligation. As a courtesy, we even paid for the shipping of his last screen warranty claim. Again a courtesy not a contractual obligation.

  We sent a formal letter to Mr. **** on Thursday the 22nd of 2022. We informed him of his warranties. We included the warranty for his screens and instructions on how to file a claim. We also informed him that we would no longer provide that courtesy and that he can pursue any warranty claims in the future by following the instructions put forth by the manufacture. I also informed him that any future communications must be done in writing as we were marking his customer record as a "Do Not Call" and "Do Not Email". He would only be receiving written and mail delivered correspondence from us in the future.

  I am sorry that Mr. **** handles himself in a way that stops us from continuing to provide any of our courtesy services.

• Initial Complaint

  06/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On July 31, 2020 I signed a contract with ********* **** ********* ***** to re=deck my 18' by 14' foot deck with standard cedar decking material; aprox 3/4" by 5" inch. The contract included cedar rails and black metal spindles. The deck is about 4 feet above ground so new stairs to ground level were also included in the contract. There are some other items listed which are not in question. The last item on the contract is "Cronkhite Promise: 2 year workmanship warranty. In the on line CHS information there is a page titled Frequently Asked Questions; FAQs. A question listed is, What kind of Guarantee do you offer? The CHS response is; We will correct any defect arising from improper installation, at no expense to our customer, for a period 24 months from the date of the original installation. My complaint is improper installation. Decking has "growth rings" visible at the end of each board. The boards should be laid with the growth rings facing DOWN. If the decking is laid with the growth rings facing UP the boards will cup and allow rain water to pool on the surface rather than run off. About half of the decking is laid improperly. Next, the decking boards are laid side by side leaving a space between each board. Proper installation keeps the space between the boards the same from board to board across the whole deck. The spacing on my deck is haphazard and varies from 1/8th to 5/8ths of an inch. The appearance is sloppy and indicates careless workmanship. Further, there are several places where boards are joined end to end. Those joins should be without gaps between the boards. Numerous joins have gaps ranging from an 1/8th to a 1/2 an inch. Often the boards to be joined have been sawed at crooked angle which prohibits a prober join. Lastly, the top railings were replaced last year with pine lumber rather the specified cedar lumber.

  

  Business response

  07/15/2022

  We did complete a deck project for the customer. There are some concerns that the customer has that we believe need to be corrected. Some of the areas of concern are normal weathering that occurs with a natural wood product. We have discussed this with the customer and the customer has provided us pictures of their concerns. We will be addressing these as we have informed the customer. We have also notified the customers children that we are just waiting for an available crew. We will contact the customer with a start date in the near future.

• Initial Complaint

  12/15/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We had new siding installed on our home in late spring, early summer of 2020 by Cronkite Home Solutions. There is a spot on our home on the upper level where you cannot see the siding unless you are on the roof. We recently noticed we had a leak in our upper level crawl space causing a stain on our living room ceiling. We called a roofer to have it checked. The roofer discovered it was not a roof problem but a very shoddy installation of the siding in that area. He showed us pictures he took and the terrible work done on that part of the installation was obvious in the pictures. I looked on the Chronkhite web site and their ad quotes what they call the Chronkhite “promise” that they will repair any damage created by improper installation for a period of 24 months from the original installation. I contacted their office on 10/26/2021, well within the 24 month guarantee period. My communications with them have been solely with *******, the office person. She has assured me the problem will be taken care of per Dale, the owner, but that materials are taking longer to arrive and they are short of installers. I have been trying for almost two months to get them to do something or have someone other than the office lady give me assurances. I just asked for an update several days ago and got no response at all. All I want is for them to acknowledge the problem, which she had done, and to be kept up to date on how and when fixing the problem may get done. I am at the point where I am concerned the leak will re-emerge before being fixed and we will have more damage. I am at the point where I believe I am just being placated and they are waiting for me to give up. Absolutely terrible customer service and attention.

  

  Business response

  12/15/2021

  I am aware of the repair that is needed. The siding is not run to our standards. It should not be pieced in as it was and it is currently not installed level. Krystal brought the pictures to my attention immediately. She ordered the new siding panels and we are just waiting for those panels to come in. The insulated siding is taking longer than normal due to the supply change issues that the pandemic has caused. However, the leak should not be caused by the siding. The home side walls were previously sided and just added a cladding. The flashing on the wall would be a step flashing that is done with a roof application. With that being said we already have notes to inspect the flashing once the siding is removed and if needed we planned on adding additional flashing if needed. I apologize that it is taking as long as it is taking to obtain the siding panels. Rest assured once they are available we will be correcting the siding in those gable ends and if need be try to correct any other issue we might find whether it would our fault or not. We will call and schedule as soon as material is in hand.

  Customer response

  12/15/2021

   I am rejecting this response because: I have been trying for almost two months to work with Cronkhite on this problem. One person contacted me at one point and said he was coming out to look at the issue. He never showed up or gave a reason why. We have struggled with this since we signed the contract. We were told the install would start in February and would be done in approximately two weeks. It did not start until April and was not finished until June. The original installer was fired I was told because there were so many times he did not show up. I also believe he did the terrible job on this part of the siding because he felt no one would ever be up on that roof to see the terrible installation. I still believe the leak was due to the siding. The roofer who came out noted the terrible installation and took the pictures. He said the water was getting under the shingles by running down behind the facia and siding because there had been absolutely no caulking done at all on any of the facia. The roofer did some caulking and the water has stopped. I have bee trying to get some satisfaction on this for almost two months. This is atrocious service for the amount of money we spent. I have no confidence at this point and was just asking for the owner to contact me to tell me himself they were going to fix the problem. I will accept the response when it is fixed and Cronkhite has followed through with their "promise" as advertised on their web site.
  
  

  Customer response

  12/20/2021

  I have received the response to my complaint noted above, issued by the owner of Cronkhite Home Solutions, I have an issue with the BBB simply accepting that response as satisfactory to resolve the complaint. Cronkhite has been telling me exactly that for almost two months. They have never contacted me to give me an update, even after I reached out to them. At this point I believe they just want me to go away. They have not offered any information to me as the customer who has had to struggle with the very shoddy work they did.

   

  Is your process such that since the owner said the right things in his response, that is all the BBB wants before closing a complaint. They require no actual action that is taken to resolve the issue? At this point my faith in Cronkhite actually following through on their "promise" is non-existent. What am I supposed to do 2 months from now when I still have not had any communication from them and the problem is still unresolved? At this point I am very disappointed in the BBB. What is the point in saying we are affiliated with the BBB if there is in fact no actual follow up on complaints to assure that complaints have been resolved, nor apparently is there any follow-up with the complaining party to verify the complaint was satisfactorily cured.

   

  I would appreciate a response that gives me a response to my question, "what do I do going forward when I do not hear from Cronkhite and the issue has not been addressed", as the owner of the business assured it would be?

   

  Thank you.

   

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

  

  Business response

  12/20/2021

  I am sorry for all of the frustrations. The supply chain issues are extremely difficult to deal with and it is impossible to pass on information we do not have. We did finally receive communication this morning about the material. Unfortunately, they said it would take about another 4 weeks. Our project manager, *****, contacted the customer today as soon as we received the information. Rest assured we will complete the repair as soon as we have the material on hand.

  Customer response

  12/20/2021

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

  

  Business response

  01/28/2022

  *****, our production manager has spoken to the customer with an updated E.T.A. on the material. As stated previously, we will be completing the service/ repair as soon as the material is received.

  Customer response

  02/02/2022

   I am rejecting this response because:
  They have promised on  numerous  occasions they Would take care of the problem with the installation. I will accept the response when the problem is corrected.
  

   

  
  

• Initial Complaint

  10/20/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On Oct, 10, 2020 we entered an agreement for $41K with Cronkhite Home Solutions to install siding/gutters and repair the existing cedar siding where the wood has rot or holes. After A 3RD party home inspection we removed siding in 2 areas that previously had holes.They did NOT attempt to repair.The home corners had the cedar trim were removed to install the siding,this exposed to the exterior elements under the vinyl siding.We engaged, in writing, the owner of the company. In the exchange we agreed that they would send a different project manager and siding installer to address these issues.This meeting was 3 months ago. During that meeting there were verbal agreements made. We stated we wanted them in writing so we all agree with the steps to resolve these issues. The project manager asked us to make this list and send it to him. We made this list and asked him to sign off on it. Since then it’s been nothing but EMPTY promises to get the document signed and dates for repairs.

  

  Business response

  10/21/2021

  To whom it may concern,

  We have been in constant contact with the *********'s. We are trying to address any and all concerns they have. Several months ago our Project Coordinator, *****, met with them along with one of the senior crew leaders. They looked at the project and we verbally agreed with the items to be addressed. Materials were ordered that were needed to complete the tasks. Once the material was available, the *********'s were contacted to schedule the service and repairs. At that time, the *********'s sent *****, the Project Coordinator, a list that they wished for us to sign. We informed them that legal counsel advised against signing the letter due to the language written. However, we would provide them a punch list that would include the items they were concerned with. A punch list would be a normal process for an existing contract that both parties have signed. The Project Coordinator is currently putting that punch list together to align with the letter the *********'s provided us. Hopefully, this would address their concerns.  We have been ready and willing to get the issues addressed and any repairs completed and have tried on several occasions. However, the *********'s have not allowed us to perform this work due to their letter not being signed. We are hoping the punch list we provide will be accommodating enough for the *********'s to allow us to proceed with the repairs sooner rather than later.

  Sincerely,

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

  Customer response

  10/27/2021

   I am rejecting this response because:
  
  Its ironic that 3 months after sending a punchlist/contract amendment to them, 4 days after we submit a BBB complaint we receive an email with a punchlist. We told them that the verbiage of the punchlist/contract amendment could be amended and we were willing to work through that. We were unaware of the ‘legal’ issue until the night before they wanted to start the work. Instead they continued to stall that issue.
  We are grateful they finally provided written documentation of items to be completed. We would like to leave the complaint open until the items are resolved, in case they attempt to ‘ghost’ us or provide substandard work.
  

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