ComplaintsforA. Morgan Construction, LLC

• Initial Complaint

  01/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On July 12th A. Morgan Construction received our signed contract to install a new bay window and to install a screen door and exterior door. We were to purchase the screen door and the exterior door and they would install. This was completed with delays in the scheduling and a small issue of damaging our new paint. After letting them know then this was fixed. The big issue is with the bay window. Our first email stated it had a ***** week lead time and we were not notified of any delays until we reached out for follow up. Appointments were made and I took time off work. It was rescheduled the day before install and I had already taken a day off work and had to take another. A. Morgan didn't care about this. After the window was installed the crew just left without having us review final product. They left a mess. The new window has dirt permanently on it and will not come off unless painted. I sent pictures to A. Morgan and the window wasn't taken care of. We were not told the bay window we previously had was a custom built bay window and the new window would be different. Our previous bay window was large enough a person could sit in it. This is what we were still expecting. The bay window installed was 30 degree and I was only told this after it was installed, because I called expressing our unhappiness. It won't even fit our miniature dachshund. We were heartbroken with the finished window and called to discuss and sent an email. A. Morgan didn't try to do anything to make this right. I was told, 'it is what it is'. This isn't a resolution to me. We paid $4107.71 for a window and install we do not want and are unhappy with. We feel they are a construction business and should try to provide us with a bay window with at least half the projection we had before or provide partial refund or discount due to not being told the new window would be completely different.

  Business response

  01/14/2022

  We are writing in response to a service issue complaint sent in by *************************. We are attaching a copy of our email communication with ****************. We use a software package called CoConstruct for communication, scheduling, and job log information.
  The contract was signed and received on July 12th. The customer provided materials for the rear entry and storm door installation. On the evening of August 12th, *************** emailed us requesting direction on ordering her doors. On the following morning we emailed our recommendation. She replied on the 17th with further questions regarding her door sizes. We responded and offered to come to her home and measure the doors for her. Our project manager did so at 4pm that same day. Over the next few days, we clarified further questions. We were notified on August 28th ***************** had purchased the doors. However,she had not selected door handles as of that time. We spoke with **************** by phone on August 30th and sent her an email that morning with a tentative start date. Our office contacted her by phone on September 13th stating that we would be looking at a revised start date of the first week of October. We sent an email on September 24th confirming a start date of Thursday September 30th. We received an email reply on September 26th requesting the install to be moved to Friday October 1st to better accommodate the customers schedule. We responded and were happy to move the install to Friday. The doors were installed Friday October 1st.After the install, the customer requested that we touch up paint to the interior trim and we did.
  Our initial expected lead time on the vinyl replacement bay window was 10 to 12 weeks. We spoke with *************** by phone on September 13th and relayed to her that we were experiencing delays from our vinyl window manufacturer. As many know, this year has been exceedingly challenging regarding building materials. We have consistently experienced delays throughout a broad range of products that we use. We told her that we would update her as we received updates. On October the 16th, we received an email from the customer inquiring on an update. I spoke with our window supplier and called the customer on October ****** informed her that we would be looking to receive the window in mid-November. We received an additional email from the customer on October 21st and we responded, once again stating that we would be looking at a tentative install date in late November. We received an email from the customer on November 11th requesting an update. We followed up with our supplier and were informed of an adjusted delivery date of December 16th. We emailed **************** the information and she responded, thanking us. On November 18th, our office received information that the bay window had been received. We immediately emailed **************** and gave her a tentative date of install for the following Tuesday. On Monday, November 22nd we emailed the customer to inform her that we had experienced multiple employees calling off due to illness and would need to move the install date to Wednesday, November 24th. The customer informed us that Wednesday the 24th would not be possible and gave us available dates of Wednesday or Thursday of the following week. We responded and started the install on Wednesday, December 1st. That afternoon the customer emailed our office pictures of the bay window and expressed concern on the cleanliness of the finished product. Our office responded that the project was not completed and that we would be finishing the following morning. We completed the project the following morning, cleaned the job site, and our project manager inspected the job site as per our normal operating procedure.
  On the evening of Friday, December 3rd we received an email requesting the size specifications of the new vinyl bay window. We responded the following Monday morning with the requested specifications. We spoke with **************** by phone that afternoon and she expressed concern on the projected size of the new window. We explained to her that she had contracted our company to replace her custom-built window with a new vinyl replacement bay unit and that per the unit specifications, the vinyl bay window was a standard 30-degree unit. At no time had the customer requested our company to build a custom window per any other specifications.Our contract clearly states that we would be installing an Atrium brand vinyl bay window. She thanked us for the information. We arranged for our painter to touch up a few spots on her wall on the following Tuesday morning. At that point, the project was finalized and invoiced. We received payment on December 13th.

  Customer response

  01/19/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  

  **************-

  • Has the company addressed the issue of the dispute?
  • No
  • if not, why?
  • The company didn't address the complaint of never being given specifications before the window was installed. We were not provided the bay window would look nothing like our previous window. The contract didn't outline any specifications or the bay window would be 30 degree. This was after the install was completed. We didn't have a crew talk to us after the install was completed of this window ever. I called and told them we were not happy and the company didn't offer to assist with making this right. Even when the painter came to our house to fix the door issue, she didn't check with us when leaving because we wanted to address some more issues about the window at that time. Felt very unheard by this company and displeased with their professionalism.
  • Has the company met the agreement they outlined in their response?
  • No, I already provided a copy of the contract and emails. The contract doesn't provide specs of the bay window and this was a lot of money to pay for something we were not told would be installed. Being the customer, we were under the impression the new window would look like our older one just new.

  
  
  Regards,
  
  *************************
  

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