ComplaintsforKostyo Woodworking

• Initial Complaint

  10/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  Job: Repair 10 windows in a historic home. Hired fall of 2022-summer of 2023. -Original windows in historic home: with original old glass, original hardware, but with wood rot. Request was to repair what could be repaired, and replace what needed to be replaced.-Upon hire Kostyo said they had worked on historic windows prior to this.Example of Poor Outcomes: 1) Nothing was saved. Most of my >100 year old glass (which is more valuable than new glass) was broken and hardware thrown out. He did not know the proper method of steaming old frames to properly remove old glass, and only some of the glass was saved after contacting someone who could teach him this technique 2) Kostyo did not come to measure the frames, and therefore not one window fit into the frame. 3) I have gaps between the sashes and the frames that were big enough for bats, bugs and cold air to enter (In some of the pictures, the gaps are already covered by wood by another contractor)4) Windows are made out of multiple pieces of poplar wood glued together instead of one piece of wood, and not in original design for locking mechanism to be placed 5) Top and bottom sashes of window don't meet, so I cannot lock windows in place 6) window is too small and do not run against jamb- if I were to open the window they could just fall out of frame.7) He built the windows out of poplar, which I questioned because I am not sure if it is rot resistant, but he insisted they are. I have since found supporting evidence that poplar is not a good choice for external wood due to the fact that it can rot in a few years.I am having to hire another business to fix the windows, so that I have a home that is insulated, secured and does not have opening big enough for entry of bats and bugs. I asked Kostyo for a partial refund (I was told by a lawyer, I could file a suit with likely outcome of a full refund) given this fact that I really only had framed glass. They refused to refund any portion of the money.

  Business response

  11/13/2023

  Kostyo Woodworking was hired to originally construct four windows. Upon inspection and approval of these four completed windows by *************, she then ordered 16 more windows.
  I will now address each complaint by the number.
  1.) The wooden frames of the original windows were not able to be saved. There was a considerable amount of rot, and some had to be taped together just to transport them. We saved as much of the original glass as we possibly could. When I realized we didnt have enough of the original glass to finish the new windows, I spoke to ************** about this, and she said to install new glass and that she would search for old glass herself.
  2.) The windows were removed from the frames by A&B Windows and delivered to me. They were marked with a marker so that I would know where the new windows would need to be installed. I was on site to look at the windows before any work was started.
  3.) I cannot explain this but will comment at the end of this testimony.
  4.) I do not recall using multiple pieces of poplar on this project. The only thing I can think of is the wedge piece that is attached to the side of the windows.
  5. & 6.) I did not install the windows.
  7.) I have used poplar for many projects. The reason that poplar could have problems is from lack of paint or glazing falling out of the window sash allowing for water to penetrate wood eventually causing rot. I also used 3 coats of the best paint I could find.
  The above windows were delivered to ************** in April of 2023. I was paid in full in May of 2023. ************** seemed happy with the results and voiced no complaints. She eventually removed A&B Windows from installing her new windows and said she had hired a company from ********* to finish the installation. When I heard of this change and that A&B was having problems installing them, I offered the company from ********* my shop,tools, and to help make any alterations needed to the windows. From May to September of 2023, I heard nothing from ************** regarding problems with the windows. I do not understand how I am liable for a refund when I was not allowed to either repair or replace the windows that allegedly were not made correctly. I have been in business for 38 years and have always taken care of problems that can occur.
  Finally I have supplied a list of customers whom I have built windows for:
  ***********************- ************
  Swan ************** ************
  Indiana Landmarks- ************

  Customer response

  11/16/2023

  This is information from the expert who I hired to correct the extreme deficiencies of Kostyo's work.  Also included is a letter from a lawyer explaining the logical and legal reasoning behind my reasonable request.  I have yet to hear  from Kostyo.  I, an expert in the field (who solely works on window restoration and has worked on national historic buildings) and a lawyer of good standing all feel that I am reasonable with my request.  I must only assume his lack of response demonstrates yet again Kostyo's poor business practices and that (although I hope for compensation), at the very least future customers deserve to be warned about the possibility of his poor quality of work (despite him communicating with me, the costumer as skilled in such jobs) and his lack of responsibility to treat the customers fairly in regards for financial reimbursement for his deficiencies. 

  Customer response

  11/16/2023

  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. 
  
  [Provide details of why you are not satisfied with this resolution.]

   

  Please see my response where I have included a letter from an expert in the field and a lawyer.  

  Prior to hiring Kostyo, he stated that he had done historic window projects prior to mine, yet he proved he knew very little about the process.

  Kostyo of negligent in measuring his any of the frames, which resulted in ZERO windows fitting in the frame.  I have spent thousands of dollars fixing his error (please see lawyer's letter)

  Kostyo was neglegent in learning the process of steaming the windows  (which both A and B windows and Cardinal Restorations knew). This resulted in Kostyo breaking almost all of my historic glass.  I had to contact Cardinal Restorations to teach Kostyo the process. The historic glass that was saved is all scratched and not in its original condition. The proof is in the windows I was given

  Kostyo is untruthful that none of the frames were to be destroyed. I told him to save what he could and use new wood where the wood was undamaged.  THIS IS A HISTORIC RESTORATION AND THAT IS THE INSTRUCTIONS I WAS GIVEN AND THUS GAVE HIM.  MY upper frames are not rotted out. He could have saved them.  I thought he was an expert, and thus asked him to use his best judgement. 

  Kostyo is being misleading that I ordered more windows after the completion of 4.  I ordered the windows before the first 4 windows were installed and thus could not know the final results. Again, HIS UNABILITY TO BE TRUTHFUL AND FORTHRIGHT in the matter speaks volumes about his business practices.  I can show him the time that A and B came take out and put in windows as proof of his MISLEADING OF THIS INFORMATION

  When initially hiring Kostyo, he was the one who contacted and arranged for A and B. As a cutomer who is not skilled in the field, I was unaware that the person building the windows should have intimate knowledge of installing, measuring frames.  I have since talked to A and B who questioned why Kostyo did not take out the windows, measure the frames and reinstall.  They felt from the beginning that Kostyo's plan to have a separate person install the windows was a mistake.  For this reason they appoligized and said that they felt it wasn't right to be charged the full amount.

  As for the separate pieces of wood- the pictures speak for themselves. The windows themselves were nailed together with separate pieces of wood, rather than using joints in professionally made wooden windows.  This resulted in major issues when resizing. 

  As for poplar- I am learning that he mostly builds cabinets.  Those are not exposed to the elements- Again I presented research and data from a university with experts in the field, that poplar is not the best choice for exterior wood.  Again, Kostyo is showing his lack of knowledge that was needed for this job. 

  ***** Kostyo, still has a chance to do what is right.  He is either choosing with a poor moral compass to totally reject the logic presented by A and B, ******************** and a lawyer and do what is fair, or he lacks such knowledge in your field that he can't even understand these points.  

  A lawyer has encouraged me that with his lack to correct his deficiencies and the cost and time it has taken me to resolve this issue that If I choose to go to court I have a solid chance to recoup full cost plus any extra costs incurred. I do not want to go this far.  However, a business such as this should be discouraged from treating customers in such a fashion.  

  Please help me correct this business's actions that show either amoral practices or a lack of competency to do the job they said they could do.  I fear it is both, and I am feeling helpless in the situation.  To the Better Business Bureau, please at the very least help future customers avoid exposure to this business. 

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

  
  

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