ComplaintsforExcel Custom Contractors, LLC

• Initial Complaint

  10/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Project completed January 2023. We hired Excel to build an attached garage addition. We have had an ongoing issue with the garage door since it was installed, and which Excel has been aware of. We have asked that Excel fix the issue -- it is covered under their warranty (document attached). Our last communication with Excel was on August 27, via an email from *****************************, asking us to send pictures, which we did, along with a video. Since then, there has been no contact from Excel. We have left numerous voice mail messages on ************************ cell phone and have emailed others at Excel, but no one has had ************ to return a phone call or to respond by email.

  

  Business response

  10/23/2023

  First we have spoken to the ********* several times regarding the issue with the garage door, which they insisted on using a supplier we have never used before, even though our supplier carried the exact same door.  They have bought doors from them before and have a relationship with them already.

  Secondly, when we spoke to the customer regarding the issue, we asked them to contact that supplier directly, since we did not install the door nor are we the manufacturer.

  Our warranty document that they have provided, is OUR LABOR warranty.  That is what is covered by Excel, our labor.  Much like all other Builders warranties, they do NOT cover manufacturers products nor the installation provided by a supplier they wanted to use outside of our standard providers.

  I have called the door supplier and requested service, but I cannot control nor dictate when they will respond or provide service.  The issue is the weather strip on the bottom of the overhead garage door that has rolled slightly. 

  I will continue to follow up with the provider, but again cannot make them service their products.  If we would have used our supplier, I have no doubt this would have been addressed a long time ago.

  Thanks

  Customer response

  11/01/2023

  This problem was resolved on October 24.  However, we want to set the record straight regarding Excel's claims about communication with us and our "relationship" with ************************************

  First of all, no one at Excel spoke to us "several times".  Our last verbal communication regarding this issue was in May 2023 with our project manager at that time, *********** 

  We did not insist on using *********************** nor do we have a relationship with them.   We suggested them to our project manager at the time, ***, because Excel's supplier did not have the door in stock.  The product was available through *********************** and they are located nearby.  As far as a "relationship" with ***********************, approximately 25 years ago we had to replace our existing garage door and our contractor purchased the door from *********************** and he installed the door.  There is no relationship.

   Secondly, no one spoke to us, asking that we contact ************************************  After emailing Excel on July 31, asking for an update, we received an email response back on August 1, suggesting we contact *********************** since we "knew the owner". We responded that same day that we did NOT know the owner, we were NOT *********************** customer, we were Excel's customer, and we asked Excel to contact the supplier.

  Regarding their warranty document, there was no communication from Excel clarifying their warranty.  Also, if Excel had checked with ***********************, they would have learned that they have a one-year warranty and this problem could have been resolved back in May 2023.  *********************** called us on Monday, October 23 and fixed the problem on Tuesday, October 24.  Problem resolved.

  We would like to add that this situation is unfortunate.  The garage addition Excel built was done well and we are very happy with it.  Our project manager at the time, ***, and his crew were wonderful to work with.  However, Excel's lack of communication and disregard for their customer after project completion was disappointing and frustrating.  We made phone calls and were ignored.  We sent emails and were ignored.  All we wanted was for someone to communicate with us and to fix the problem.  It took a complaint to the Better Business Bureau to accomplish this. 
  
  

  
  

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