Complaints

• Initial Complaint

  10/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Contacted company multiple time (April 22, May 10, May 20, etc.) in reference to front door warranty repair or replacement request. Last response I received was on 23 June 2022 that states, "Hello, I am so sorry that it has been so long since I've been in contact with you but I again reached out to my vendor and he stated the new trim was ordered but still has not arrived at his warehouse. As you may know, things are slow going these days and it's out of our control. He said he will look into it farther and hopefully get me an ETA. I will contact you as soon as it's received and we will get it installed for you". Since then no one as return my call and additional email response or follow-up.

  Business response

  11/28/2022

  I wanted to address the claim submitted to you against us from ***** ******  I am just now getting an opportunity to respond.  Covid took a big toll on me and ended up causing me to have a double lung transplant, so I am slowly getting back into the swing of things.  With that being said, there are a couple of things that need to be addressed.
  1. Wilkins Family Homes did not build *** ***** house
  2. Wilkins Family Homes did not sell *** ***** his house
  3. Wilkins Family Homes was only trying to assist the builder and seller of the home with a few of his warranty claims and help facilitate getting those done.  There have been major delays in materials and supplies post Covid era, and some things have turned to basically impossible to get.  The piece of trim that goes around *** *****' door has become one of those items.  We have followed up with the supplier on multiple occasions to check status of this, and they cannot give a status, just that it could be several months still.  This is completely out of our control, and nothing that we can do about it.  We even communicated to *** ***** that as soon as we do end up receiving this piece, we will gladly have it installed for him.  Without the trim, there's not much we can do.
  To reiterate my statement above, we were not the builder nor the seller of this home, and only trying to assist in getting matters resolved.  Now, because of supply chain issues, we are receiving complaints to you on a job we did not even do?  Does not make much sense to me how this complaint can be filed publicly against me for a job that wasn’t ours.  Again, I wish I had been able to respond sooner.  I hope to hear back from you.
  
  Thanks,
  Andy Wilkins
  Wilkins Family Homes

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