ComplaintsforMcCashen Construction

• Initial Complaint

  12/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contacted McCashen Construction March 2022, and requested they come to my house to take measurements for two sets of doors that needed replacement. I was referred to McCashen by ************ where the doors were purchased. ****** **** took measurements in March and told me the way they do door replacements was to provide the homeowner with measurements, the homeowner then gives those measurements to ************ and finalized the door order details/order with them, once the doors are ready to install McCashen comes back to do the installation. ****** also stated that if the doors were built to his specifications and could not be installed, McCashen would take responsibility for the mistake. The two sets of doors were delivered to my house in Oct, and ****** came back to install them. ****** was only able to install one set of doors, because the other door set needed to be sent back to the finishing company. ****** stated he would come back to complete the installation when they were ready. When the doors came back, I confirmed the finish was adequate and double checked the size of the door frame. When I compared the door frame measurements, to the existing door frame I became concerned that the replacement frame and doors were too big to install. I relayed this information to McCashen, and ****** assured me they would be able to install them. He was schedule to come out to confirm this on Nov 18th, but we had conflict and needed reschedule. I left him four voicemails between Nov 17th and Nov 22nd requesting a call back. I received no reply from ****** so I emailed ********************* at McCashen on Nov 29th requesting a call back. I waited until today to follow up with **** ***, and explained that I was concerned about not hearing back from anyone and that I would be forced to reach out to the BBB if I didn't hear back. That resulted in a reply that contained inaccurate claims of me cancelling the second installation and stated they wouldn't continue to work with me.

  Business response

  12/01/2022

  We had three days scheduled to install the two doors October 27, 28, and 31st. We installed the one door on the 27th and when we were going to install the second larger door ******* was not happy with the finish on the second door and cancelled the install for the other two days we had for the second door. On November 9th I received an email stating he wasn't 100% sure the second larger door would be able to install.  On November 29th he sent an email and than another December 1st. I do the scheduling for the jobs and had no chance to even get him scheduled before his e mail on December 1st stating he preferred to work with us but if I didn't respond he would file a complaint with the Washington BBB.  I responded to him the same day stating that we would not be installing his second door. We don't like to be threatened. We have been in business since **** and have a great reputation. We did not order his doors or finish his doors. We just do installations. After his email on November 9th I figured we were through working with *******. We have done nothing wrong we installed his first door and will not go back to install another door for *******. We did not order or make his doors and take no responsibility for who installs his door. There are a lot of contractors that can install his door.

  Customer response

  01/09/2023

   
  Complaint: 18490918
  
  I am rejecting this response because: The major issue that is unresolved is the uninstalled doors, ( I believe ) were sized incorrectly and will not be able to be installed without demolishing part of the interior wall. ****** from McCashen provided me with the measurement for that door, which were given to the door supplier, who built the doors to McCashens specifications. I believe they are unwilling to come back because they told me that if the doors could not be installed, and were built to their specifications, they would be responsible for the cost of the doors. I attempted to schedule a time for McCashen to come back to confirm my concerns, and they stopped responding. They finally responded when I ended my last email stating I would be forced to go to the Better Business Bureau if they continued to not respond. This resulted in ********************* responding that they would not be coming back as she took issue with my mentioning getting the BBB involved. *** attached a copy of that email and ************* reply so you may see I really was trying to work this out with them, but they from unresponsiveness directly to confrontation and denial of service. 
  
  The fact is ****** told me they would take financial responsibility for the cost of the door if they were unable to install it. This was stated verbally to me by ****** when I asked him to supply the door as well as do the installation. ****** replied they only did the installation, and that their customers ordered the doors. He stated that since he was giving me the measurements, they would be on the hook if the door came back with those measurements and was unable to be installed. It seems to me that they are unwilling to come back to confirm the viability of the door installation because they suspect Im correct and dont want to honor their commitment to paying for the cost of the doors. The doors are too big to be installed without demoing parts of the interior walls of our living room. These were replacement doors that were ordered, so demoing and repairing interior walls was not part of the scope of work. 
  
  Thanks,
  *******************************
   

  Business response

  01/18/2023

  This is the most ridiculous response. We did measure the doors and ****** said the measurements he provided were correct several times.  We have been installing doors since **** .  When we were there to install the doors he was not happy with the paint job and refused to have us install the doors.  He sent the doors back. He also emailed me that he wasn't sure he would have the doors installed. When he threatened to report us to the Better Business Bureau we decided we would not go back to his job!  We did not order the doors he did. Our estimate is for Labor only, no materials. Not sure where he's getting all this info that the doors are the wrong size.  The doors were correct that we saw on site. Not sure about the new doors he received.

  Customer response

  01/24/2023

   
  Complaint: 18490918
  
  I am rejecting this response because: We've already covered all of this. I delayed installation because an issue with the paint finish on the doors. I told ****** that I wanted to hold off on the installation until I got the doors back from the painter and inspected them. When they came back I inspected the doors and measured them and compared them to the existing door dimensions. I noticed the new doors were almost 2 inches wider than the existing doors. I then attempted to schedule a time to have ****** come back to do the installation. They ignored several voicemails and two emails. It seemed like they were avoiding me on purpose, again for reasons that were stated in my original complaint. I invited them to come back to verify they doors installation could be done with demolishing parts of the interior walls of my living room. They have refused, siting my statement of concern about not hearing back from them in my last email to them as the reason. Again, the statement that they would cover the cost of the doors if installation was not possible was made by a representative of the business.

  I need this verification to occur in order to know if I am able to pursue the recourse I was guaranteed by the company. It's simply not right for this company to refuse to verify they provided me with the correct door dimension information. I see no other way of resolving this without this verification. 
  
  Sincerely,
  
  *******************************

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