ComplaintsforSteadfast Remodeling, Inc.

• Initial Complaint

  10/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This issue is regarding the installation of new windows and external doors on a home in *********. The order for this was placed in mid August 2022.There were some delivery delays of the product required for the job and ultimately the installation was done in late April of this year. The entrance door that was installed has the opposite in-swing compared to the original, and it was also cosmetically damaged near the center of the outer side during the installation. It is a wood grain fiberglass door. There was absolutely no discussion whatsoever about making a change to the in-swing of the front entrance door during the ordering process. This change makes it awkward to get into the house due to an adjoining outer wall immediately to the left of the door. Also noticed much more recently, is that the white metal frame wrap covering the original outer wood frame around the bathroom window is very much out of square. The frame is 5/8 of an inch longer from top to bottom on the right side. This means that it slopes down from left to right at the bottom and will look even worse after the house has new vinyl siding put onto it, which is run horizontally. The present siding is wood paneling installed vertically. I was told by their secretary the day after the work was done that the door would be replaced by them free of charge. Any, and all further contacts with them, voicemail or email, concerning this matter have resulted in no response whatsoever. Their online advertisement states that they offer leading warrantees on all of their products, as well as their guarantee of quality craftsmanship that they stand behind. This statement is clearly false. They do not correct their mistakes. I will send picture proof at a later time if you feel this is needed. It will take me a bit of time to put some pictures together for you.

  

  Business response

  10/26/2023

  The entry door installed at the customers secondary home was ordered with the wrong swing. It was noticed once the door was installed. Additionally, it was noticed and acknowledged that there was a scratch on the finish. As a part of our warranty and quality craftsmanship guarantee, Steadfast Remodeling agreed to order a new door, with the correct swing, at no cost to the customer. We did indeed order the replacement door, which was received in our warehouse in early July. In the case of this being the customers secondary residence, and a service order during our peak season, we were waiting to hear from the customer as to when he was going to be available for the replacement work to be done.The last communication with the customer was May 26th. Because of this complaint, we went back into our logs and verified the customer did not call, leave a voicemail, or email to follow up on the status of the door and to let us know his availability. Upon receiving this complaint, it was the very first time we were made aware of the window issue. Upon reviewing the window work done at the property last spring, it was determined that the window issue is an existing issue of the home versus the workmanship. The windows Steadfast replaced were pocket windows installed in the existing buck frame to the interior stops or casing. The exterior of the home was not altered in any way.The exterior cladding was custom bent to fit existing exterior casing. The window of concern was installed plumb, level, and square. Steadfast Remodeling,Inc. would like to make this right for the customer. We are committed to installing the new door and helping with the window issue. We are interested in touching base with the customer to set up a time to complete this project.

  Customer response

  10/26/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  

  I did receive a call from the contractor. We discussed the situation, and I gave him a few dates in November when I would NOT be available to be there. I reminded him as I had done for the original work, that I would come up there on a special trip on short notice, with the exception of the above dates. There had been substantial delays with this job from the date of the ordering process, so I was definitely awaiting a callback from them to advise that the replacement door had been received and that they would be ready to schedule the installation. I had actually stopped by their office to check on the state of the order during one of my trips to the area. It was expected around the end of May. The contractor has stated that it did not arrive until sometime in July. I did not think it was appropriate to keep pestering them about delivery. At some point I feel it is the contractors responsibility to inform me, then take care of the remaining work. 
  My problem with the issue regarding the out of square window frame specifically has to do with them not informing me of any problems that they had with this window. None of the windows on the house appeared visually out of square prior to the new window upgrade. I suspect something may have changed regarding the window frame wood, due to its age, but again I was not informed of any problem. Getting back to the door issue for a moment. it surprises me that the in-swing of the replacement door was not checked before the old door was removed. There was nothing voluntarily said about this issue by the contractor either, until the incorrect door had been mostly installed. I had to bring up the issue of replacing it with the correct in-swing. The replacement was not volunteered by the contractor. 
  
  Regards,
  
  *************************

  
  

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