ComplaintsforOak Angel Home Builders

• Initial Complaint

  01/04/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  * Hired ***** ******** of ******** Co LLC to install our front door for $1,000. (install only). * We (Owner) purchased and provided the door for $3,264.00 + 293.76 (9% Tax) = $3,557.76 Total cost * ******** came out to install the door on Nov. 3, 2021 * They damaged the door installing it (drilled holes thru door unnecessarily, damaged lock, damaged door finish) * They tried to cover it up by putting caulk and brown stain over the damaged areas to fix holes and finish, so we didn't detect it, but we discovered the damage. * Initially they said that they would have their insurance company take care of it. When they called the insurance company, ******** claimed that they said no and dropped him as an insured customer. ********* said he would talk to his lawyer. His lawyer suggested his bond company for reimbursement. Nothing ever came of that. *Additionally, the day of installation, they claimed that the hardware we provided did not have all the parts. When we took it back to the supply company it was purchased from, he said all the parts were there. In the meantime, ******** installed a cheap hardware set from Walmart for $30.00 which we paid for along with a good faith payment of 1/2 of our original agreement or $500.00. We paid a total of 530.00 on Nov. 4, 2021, to ******** in exchange for taking care of the cost in full of the door he damaged during installation. * We have tried to contact him many times to resolve this issue since that time through phone, and text, but to no avail. The last text and phone call we sent has a number that was disconnected. * We are seeking BBB's help in getting both the original cost of the door, (plus tax) and the cost of the install and makeshift hardware back since we will have to have someone else re-install a new door when it comes in. The total cost we are requesting to be reimbursed for is $4,087.76. * We are asking that the resolve and reimbursement take place as soon as possible so we can get a new door installed.

  

  Business response

  03/04/2022

  Business Response /* (1000, 8, 2022/01/11) */ On that Thursday, at 12:30pm I received a phone call from ******* regarding his front door installation. He mentioned that he could not find anyone in the city to install this door and he was distressed because it had to be installed within 24 hours because the floor installation was taking place shortly after. My business too was very busy at the time, however due to the fact that he needed assistance quickly we told him we would do what we could to help. He was thankful. We agreed upon a $1,000 install and removal of the old door, which we did. The door came with damage from the manufacturer in the portions pre-drilled for hardware, the door was damaged upon arrival. One of my subcontractors did in fact drill a 5/16" hole that was not measured accurately, causing additional damage to the door. We take responsibility for the hole in the door; however, we do not take responsibility for the manufacturer's damage, nor should we be held responsible to replace the entire door unit. The right, left, and top sidelights are in perfect condition and the door is removable with pins and hinges in the same fashion all other doors are hung. We agreed to replace the door, not the entire unit. We also displayed incredible character by removing and hauling at least 2 two pick up truckloads of miscellaneous debris to the Carolina Waste facility in north Charleston. We also assisted him with his faulty door hardware, commuting back to his home from johns' island during rush hour to secure his door for him with wood and a 2x4. This was not related to the improperly drilled hole by my subcontractor, for the record. The following morning, we revisited *******'s home and helped him move the furniture out of his home for the flooring crew. Additionally, I offered to take his hardware back to *** * *** (manufacturer issue-nonrelated to my subcontractor's workmanship) to ensure he could secure his door (again, not related). *** * *** was unable to help me, so I proceeded to Walmart to purchase him a temporary lock for his front door, which I then installed. We settled at $500 for the door and I told him i would replace his door. He presented me with the bill for the entire unit for $3,500. My sub placed a 5/16" hole in a door that was already damaged from the manufacturer. I said from the beginning that I would replace the actual door, not the unit. We tried to find a fair solution and proved that we are willing to make amends with the additional acts of kindness over the two days following the date of install. I stand firm with my original offer to replace the door, not the entire unit. Regards ***** ******** Consumer Response /* (3000, 10, 2022/01/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) Some of the facts presented by ***** ******** of ******** Co, LLC in his BBB reply are incorrect and are misrepresenting the truth. When the damage to the door was discovered, I immediately questioned him and his helper about this. They had tried to cover it up by filling the hole with caulk and then putting brown stain on it thinking we wouldn't see it. Only after I had discovered it, did he admit his guilt that he had in fact damaged the door and said he was very sorry several times and that his insurance company would take care of replacing the door unit (sidenote: The manufacture sells the door as a unit. You cannot buy just the door. We had wanted to just purchase just the door originally and keep our existing frame, but replacing only the door without the frame, is not an option for the manufacturer). His admission of remorse was obvious when, on Wednesday, November 3rd ***** sent a CERTIFICATE OF LIBILITY INSURANCE CERTIFICATE to us, from his insurance company. He said in a text message " I will place a claim on my GL policy tomorrow. REGARDLESS, YOU HAVE MY WORD (AND MY POLICY INFORMATION) YOUR DOOR WILL BE REPLACED" and reminded us that was why he had this insurance. I communicated with him a few weeks later, (November 15th) and there was still no movement. On December 3rd ***** replied to my text about putting closure on the issue: "*******, I called last night, and they (the insurance co.) denied my claim then dropped me. I'll be calling my lawyer Monday." On November 15th when we reached out to ***** once again about how the claim was coming, he replied "nothing yet". We wanted to resolve this amenably and quickly, since this door has a very long lead time, so we wanted to get it on order as soon as possible which we relayed to *****. On Monday Dec 6, 2021, at 1:40pm I received a text from *****: "My Lawyer suggested contacting my bond company. I'll reach out today and send you an update". We never received any further communication after that from ***** at ******** Co LLC. In our attempts to resolve the issue amenably, I have sent text messages, phone calls and emails trying to work this out, but there is no communication back. His phone number and text has in fact been blocked. That's when we called the BBB for support over two months later. Regarding the damage done to the door around the hole pre-drilled for hardware. If this was truly "damaged upon arrival" as ***** is saying it was, this and any other damage to the door should have been brought to my attention as the homeowner immediately after uncrating the door and before the installation, not after the fact. I brought ********** from **************** who we purchased the door from, to view the damages. He said that sometimes when the installer takes the plastic shipping tube out of the hardware hole/ slot that they damage that area to the door when they are not proficient in installing a door such as this. The bottom line is, we're currently stuck with a total of $4,087.76 (door unit and labor) on a damaged door unit at no fault of our own. Although we initially appreciated ******** Co LLC offering their services on a quick turnaround installation, we expected in good faith a contractor with the experience and expertise to do the job properly, or they should have declined. We even looked them up on ******************* prior to hiring them to understand their legitimacy. We are seeking restitution for the damage done to the door unit, the labor spent so far on installation and the hardware which was not necessary to purchase (according to ********* all the parts and pieces of the original door hardware we provided to ******** during the installation were in the box when we laid each piece out for ********** their sales representative to review). We don't deny that ***** was very helpful to us on November 14th. We appreciated his integrity and believed he was a man of his word as his text that told us that "YOU HAVE MY WORD, YOUR DOOR WILL BE REPLACED". He talked about his dad teaching him the importance of having integrity as a boy. That a man wasn't a man unless he could be held to his word, no matter the outcome. We simply want restitution for the damage that was incurred to our door unit during the installation by ******* Co, LLC on November 3, 2021. We feel that this is the only right and fair thing to do when you damage another's property. Business Response /* (4000, 12, 2022/01/18) */ I am willing to replace the door. Please share the manufacturer's information and product code for the door unit. Consumer Response /* (4200, 14, 2022/01/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) On January 19th, 2022, we received a final reply from our complaint registered through the BBB website on January 4, 2021, against ***** ******** of ******** CO, LLC for a door unit damaged by his company during installation. His final response to this BBB case#XXXXXXXX was as follows: "I am willing to replace the door. Please share the manufacturer's information and product code for the door unit." The original complaint included the description of the events that took place on November 3rd, 2021, when the installation error occurred, as well as a separate email sent to Regina Diaz who is handling the case with the BBB. The email sent to her included attached files containing images of the damages to the door, checks written to ***** ******** Co, LLC, supply invoices for the door purchase from **** ***, etc. to back up our claim. The cost of damages requested by the Owner included: o Payment for a new door unit of $3,264.00 (Note: the door only comes as a unit with door, door frame and sidelights from the manufacturer. The purchase of the door only was never an option with the manufacturer.) o Tax on door (9% OF TOTAL AMOUNT OF DOOR OR $293.76) o Cost paid in good faith by Owner on half the door installation: $500.00 (since we the Owner, will have to pay to have the new door unit re-installed.) o Cost of a doorknob reimbursement. Installer claimed that some of the screws were missing on the Owner provided hardware when they in fact were not. This was validated by *** ****** of **** *** when the Owner supplied hardware was reviewed by the supplier and it was discovered that nothing was missing. All the parts were there, and the temporary hardware was not required. (Owner had reimbursed Installer $30.00 for this hardware). o Total Cost requested by Owner to be reimbursed by Installer $4,087.76. While we appreciate ********'s offer of replacing the door only, the door comes from the manufacturer as a unit and we must stand by our original monetary request of $4,087.76, the full amount the Owner spent on the door parts and installation. Due to the length of time, it has taken to come to a resolution, (at this writing 11 weeks) the current lead-times, and the fact that the installer has not communicated with the Owner since December 6, 2021, after repeated attempts made by the Owner, we (the Owner) have already ordered a new door unit from a different manufacturer with a shorter lead-time than the original door manufacturer. The only offer we can accept from Mr. ******** is to provide full restitution to the owner for the complete door unit including door unit cost, tax, reimbursement of unnecessary temporary hardware and installation described above totaling $4,087.76. The Owner will concede to give the door unit with the temporary hardware attached to ******** to resell to recoup some of his settlement expenses. Regina Diaz of the BBB, will provide the original documents sent to her by the Owner showing the receipt of the door with specifications and cost per ********'s request, however since the Owner has gone with another manufacturer to avoid further lead time delays, it's only use will be to provide proof of purchase. Business Response /* (4000, 18, 2022/01/28) */ Response to rebuttal ******** Co LLC Let it be noted that the original contractor hired to install his door unit blew him off. ******* called me in somewhat of a panic stating that he could not find a contractor to install his door, which needed to happen within 24 hours. I stated that we too were very busy an I would have to make some phone calls to find a worker to complete the project. I also mentioned that I could not guarantee that the worker would be my first pick, he didn't seem to care. He was adamant about having his door installed. The door arrived damaged from the manufacturer which needs to be noted. My 'helper' is also a contractor and he was on site 75% of the time while I continued to run my business. Essentially, I moved a lot of things around in my schedule to assist ******* in his need of immediate assistance. He was aware that the crew I had available was not my go-to-guy, he was willing to take the risk because the door required install prior to the flooring crew arriving. Although the door did arrive damaged, my "helper" drilled a pinhole size hole in the wrong area of the door while I was off site. I committed to him to replace the door. Not the sidelites or the entire door unit. That offer still stands. The door is hung like any other door on hinges. It can be removed and replaced very easily. ******* fails to mention that I spent 2.5 full days free of charge assisting him with moving his furniture, taking truckloads of debris to the landfill, attempting to return his faulty hardware, commuting back to his home to secure his door after hours due to faulty door hardware, and then returning back the following day to source temporary hardware to secure his doorway while he attempted to return his faulty hardware. I am willing to replace the door. I am not willing to replace the entire unit. If we continue to dispute this then I will have no choice but to bill him for time, travel, furniture moving and landfill transport and dump fees- nearly all of which will be at a double-time rate. I am willing to replace the door only, because that is what was damaged (even though it arrived damaged) If that's not acceptable then I will send an invoice for all of the additional travel expenses, emergency maintenance call, and double time-after hours pay rate per hour. My last and final offer is to replace the door. Otherwise, I will compile an invoice for the 2.5 days of additional after hours/weekend time and travel, dump fees, and furniture moving expenses. Thanks, *****

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