ComplaintsforCoastal Contracting, Inc.

• Initial Complaint

  11/01/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  One Tuesday, April 6th,2021 Coastal Contracting was notified of a leaking window they installed. The owner of the company, Kwan W*******, sent one of her employees to meet with the home owner on Thursday, April 8th. He told them both that the window would likely need to be re-installed. On Wednesday, April 14th Kwan told us that they would be sending a rep from the window manufacturer to assess the four windows we had installed. The home owner met with Ronnie S*** of RJT industries on Friday, April 23rd to discuss the windows. He told them that the leaking window would need to be re-installed and that the other three windows that were bowing would need to be fixed as they were not properly installed. (Note: These are all concerns that were expressed to Coastal Contracting when the windows were originally installed. Our concerns were dismissed and we were told that everything was done correctly). After the owner met with Ronnie, Coastal Contracting told us that they would caulk the window that is leaking (Monday, May 3, 2021). We responded that this is not what we were told needed to be done and asked that they provide Ronnie S***'s recommendations. Kwan did not send Ronnie's recommendations and again stated that they were only obligated to repair the one leaking window and would remove and re-caulk it. We responded saying this was not acceptable nor what Ronnie told us needed to be done. Kwan responded saying they would schedule to fix only the leaking window, but not until a $*** balance on our account was paid. The balance on our account is for work that was not completed for the repair of a door. The decision to deduct this amount was made after we had a second contractor quote us for the work. Since then the work that was performed by Coastal Contracting has continued to deteriorate. A second window that they installed is separating. The basement door that was installed is leaking. Paint on the stair mantle has completely come off.

  Business response

  11/02/2021

  In response to Ms. **** complaint -
  *  On our May 4th email, we stated that the window rep, Ronnie S*** (with RJT Industries) recommended us to repair the 1 leaking window by removing and re caulking.  The other windows with the bowing concern are not voiding any warranties and are not leaking.  She wanted us to remove and reinstall them.  The windows were installed correctly. The slight bowing was from the new PVC frame following the contour of the concrete opening.
  The rep's email and cell phone number is:  ************************* * ************
  
  
  *  Ms. **** withheld $*** from the final invoice and payment on March 15th, 2021 after the completion of the punch list.
  
  
  *  She emailed us in regards to the leaking window on 
  
  
  *  My attorney, Curtis G***** with Dankos G*****, recommended for her to place the $*** in escrow (which she declined) until we complete the 1 basement window leak and 1 spot of stair post touch up paint.  
  
  
  We will take care of the 2 warranty issues but she is not willing to pay the balance due
  
  
  Please let me know if you have any questions. 

  Customer response

  11/02/2021

  Explanation of "outstanding balance"
  
  The outstanding balance that the owner, Kwan, is referencing is regarding work that was never done. Under the original contract, our sunroom door was supposed to be repaired (including but not limited to fixing the door jamb). Kwan chose to credit our final balance with $*** for this work not being done (Please note an itemized bill was never produced by Coastal Contracting for the incomplete work to include labor and material costs. They simply sent a credit stating "Credit for door to sunroom ($******) with no explanation.)
  
  In an effort to be diligent we received a quote for the incomplete work. The quote came in at $*** well over the $*** that Kwan deducted (a simple Google search tells you that fixing a door jamb is well over $100, especially on a home that is 80+ years old). As a result, when the final payment was made, we deducted an additional $*** from the payment (totaling $***). A message was included in the final payment letting Coastal Contracting know that if they did not agree on the amount deducted, they should contact us. The final payment was cashed on 03/15/2021. If Kwan had an issue with the amount Coastal Contracting was paid, she should have never cashed that check and contacted us to discuss the amount deducted. We never heard from Coastal Contracting after the last check was cashed on 03/15/2021. 
  
  Narrative on improperly installed windows
  
  Kwan was made aware of the leaking window on Tuesday, April 6th. Her project manager, Spencer Taylor, came to inspect the leaking window on Thursday, April 8th. He claimed that it needed to be reinstalled, but that he would follow-up with us the following week. A week later (Wednesday, April 14th) Kwan told us that a window representative would be coming to look at all four windows Costal Contracting installed. 
  
  Ronnie S*** from RJT Industries came to inspect the windows on Friday, April 23rd. He informed us that the leaking window needed to be reinstalled and that the bowing in the remaining windows (which we originally expressed concern over but were continually dismissed by Coastal Contracting) needed to be rectified as well. He told us that he would pass this information along to Coastal Contracting/Kwan. By Monday, May 3rd we had not heard from Coastal Contracting or Ronnie regarding his inspection and the actions that needed to be made by Coastal Contracting to remedy the issues. Therefore, we sent a message to Kwan on Monday, May 3rd asking for an update. Her response was that “Ronnie recommended caulking the leaking window." We responded saying that was not the recommendation given to us by Ronnie, and that if there was that much of a discrepancy between what Ronnie told us and what he told Coastal Contracting we all needed to meet at our home. Kwan refused to meet us at our home with Ronnie. 
  
  We notified Kwan on Thursday, May 6th that we would be seeking legal counsel unless the windows were properly repaired, or we were reimbursed. On Friday May 7th, nearly two months after cashing the final payment and one month of discussions regarding the improperly installed windows, Kwan stated that she would not fix any of the windows until a "remaining balance" on our account was paid. Again, two months had passed from Coastal Contracting receiving the final payment and no mention had been made of the amount deducted. We sought legal counsel and were told that we should not make any payments to Coastal Contracting for the incomplete work. 
  
  Our basement continues to flood and cause damage to our home. As well, another window in our basement that Coastal Contracting installed is now detaching from our home (you can see sunlight seeping through). We requested that Kwan meet us at our home to discuss the issues with all of the windows (including the newly detached window) and agree in writing to the items that need to be repaired. Kwan refuses to do so stating that "we already had a walkthrough with a list of items to be completed." The issue with this is that concerns with the windows were expressed during that walkthrough and they were continually dismissed. Now, as we expected, the windows are continuing to bow, and are now leaking and detaching from our home. 
  
  Coastal Contracting claims to pride themselves on "above industry standard work." Is it above industry standard to install windows that leak within less than six months of them being installed?
  
  The continued poor treatment by everyone at Coastal Contracting is appalling. They have shown no respect for our home, and no respect for us as humans (continually suggesting that we will "never be happy," although I am not sure who would be satisfied with the work they have performed). 
  
  The amount will not be paid. And we expect Kwan to meet us at our home to discuss the items that need to be fixed or reimburse us so that we can have another contractor fix the poor work done by Coastal Contracting. 
  
  Regards,
  
  ****** ****
  
  
  
  Regards,
  
  Skylar Gray
  
  
  
  
  

  Business response

  12/20/2021

  
  
  

  Our response to the resolution remain the same as our original email. I wish that Google can accurately solve all life problems and give us all the accurate answers. There is no way that any person in their right mind take advice from “Google”. The client is welcome to take us to court. The judge would at least be more fair with their decision and be able to close this case. 

  
  

  Kwan W******* 
  

  Customer response

  12/20/2021

  The businesses response is still not acceptable, and is demeaning and belittling like all conversations have been with Coastal Contracting. They have absolutely no regard for myself or my family. 

  An email was sent to Ms. W******* on Friday, November 12th stating that we would pay the balance, which again has absolutely nothing to do with the improperly installed windows, when the work is completed. In that email we requested that a contract be sent to us. Ms. W******* has not sent a contract or sent any response. I am not sure what else she would like us to do.

  
  Our home is being damaged (excessive flooding, windows detaching from the home, paint peeling, etc.) and Ms. W******* continues to treat us with no respect.

  The stated mission of the Better Business Bureau can be found below. The pictures speak for themselves in regards to the substandard work that has been done at our home. And Ms. W*******'s responses are a clear example of the complete and total disrespect and substandard behavior that we have continued to be treated with. Is this the type of behavior and work that the Better Business Bureau wants to stand by? If so you are doing a great disservice to the people of Virginia. 

   

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