ComplaintsforGanser Company, Inc.

• Initial Complaint

  09/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We entered a contract with Ganser *** for new windows, doors, siding, and gutters. We have had many issues with everything they have done. From spilling paint all over our new floors and damaging the drywall while installing the windows and doors to not replacing the bubbled siding that the manufacturer has provided the replacement for. We were baited and switched on the gutter guards we were sold, we are having issues with the windows that were installed leaking when it rains in a certain direction. Pro Via the siding manufacturer has came forward with replacement materials for the entire home, but Ganser refuses to install it. The door sweeps fell off the door as the installation of the doors were never completed installed properly until months later.

  

  Business response

  09/11/2023

  To whom it may concern,

  Many of the issues identified have been addressed except for a couple.

  The drywall has been fixed, window cover fixed, and I have the door sweeps on hand and ready to be replaced. We replaced the gutter protection for the owner as well over a year ago. 

  I have had the door sweeps and offered to come out back in April of this year to replace those and address the window concern. The owner wished to wait until the siding replacement in in process.

  We are not opposed to address the siding concerns but are still presently in dispute and non-resolution with, ProVia, the siding manufacturer.

  The owner is aware that brand new siding came right out of the box, fresh with bubbles. And although the manufacturer reimbursed the customer with materials, we have concerns that if done again, the same issue will take place due to a defective product. A product, which the vary manufacturer stated to me over the phone, was produced "Thinner" than the standards they would like to see.

  I have requested repeatedly to the manufacturer, that I would like to have a factory rep onsite for the installation, to ensure that the new product goes on exactly as they would like it to avoid the same issue from happening again.

  To which, and to date, they have refused. Until that should happen, we are not going to do something again, and have the same thing happen again. 

  That being said, we are still in talks with ProVia to get the issue resolved. Unfortunately, we have not come to resolution to date. Until this happens, the repairs and/or replacement on hold.

  Once resolved, we will take care of the customer promptly. But until then, we have to follow a process that is taking more than either of us would like it to. 

  Sincerely,
  
  Marc Ganser

   

• Initial Complaint

  07/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired the Ganser Company two years ago to replace three sets of windows in my home. When the windows arrived they were the wrong color. Ganser attempted to fix the color issue by staining the windows, the staining failed and there were bubbles and cracks in the new staining.In addition the new trim they used to box the windows in was done incorrectly and the window trim is warped.One of the windows also has a broken crank They failed to install new trim along the floor of the room per our original contract.

  

  Business response

  07/21/2023

   

  The stain was signed off on with customer initials next to stain code on the contract. Once they were installed, the color did not match.

  Believing the customer over the contract, I agreed that the rep did not fill in the correct stain code correctly.

  Due to persistance that it be remedied immediately, we stained the windows on site when temps and humidity were too cool upon proper discretion to restain and finish. We also replaced all the trim at no cost at that time.

  This caused the finish to not cure but to peel and scale. In retrospect, we should have refused to remedy until warmer temps and conditions provided. This was a mistake.

  The base trim replacement was not included in the contract but again in good will, we said we would take care of it. 

  I had intent to take care of the work in April but it was a rained most of that month and I did not want to stain on site and have the same thing happen.

  Our operations manager unexpectely had to retire premarurely due to  medical corncerns. This put our plans behind and again, frustrated both parties to wrap up the job. The ops manager is one of the vital organs of the team.

  I stopped over, picked out new stain, and reviewed all loose ends, and we prepared the materials to remedy back in May. 

  I changed my mind as I initally wanted to stain onsite myself,  with warmer temps. I decided we have to bring them to our shop to a conditioned space to insure they cure correctly so both temp and humidity are correct.

  The customer wants the windows done before vacation and school starting, they have communicated this to us and they spoke today with *****. I am grateful for their patience.

  We are not going to rush this once again and risk the customer have the same result.

  ***** did not give a date for the work to take place, hence the complaint to the BBB this evening due to not getting a date established.

  I would ask that the client allow us at our own professional discretion, and not their preference, to complete this finish work. We will set the date and time when we ascertain that this gets done once and for all.

  Sincerely,

  Marc Ganser

   

• Initial Complaint

  08/31/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  See uploaded files and photos. No one is willing to admit to any error and make repairs under their warranty. This has been a problem since December 2020.

  

  Business response

  09/01/2022

  Dear *****,

  The ProVia rep and our *** rep were out just last week on Friday to assess the problems. As you and I are aware, and I spoke to you just this past Tuesday, there is about 5 square of siding that has to be replaced, which I told you we are preparing to do. However, I also shared with you that this same siding, we have discovered, has come out of the box new, bubbled. That being said, this is a process that we must undertake besides correcting workmanship errorswhich we will fix, that has to be undertaken to discover if besides workmanship, there is an inherent problem with this batch of siding.

  As I stated to you on the phone Tuesday, I would first before replacing the five square, to make sure that once we are done, that you do not experience the same problem again and again with continual repair visits in the future.

   

  We have not experienced any problems with ProVias 4 sidingwith the same crews that did you project; only the 5 inch exposure.

  The next step we took this past Monday, was to provide our *** rep with some bubbled ProVia vinyl that came right out of the box so that he could show ProVia that this defect is not limited to how it is installed.

  Our plan is to make the suggested repairs that ProVia recommended. At the same time, we are going to video, take pictures of the problem, as well as other areas of each home, to show outside of workmanship corrections, that this problem is not limited to workmanship.
  

  I do not like waiting and I am sorry and embarrassed that you have to endure thisI have expressed this  and have personally been over in recent memory to explain, and go through with you why we have to approach this this way: Everything has to make sense and we have to get to the root of the problem so we have a clear, calculated, and final end to the issue.

  I know you are disappointment, do not trust, and feel caught in the middle.

  Our *** rep will insure, along with Ganser, that in the end, this is going to be taken care of.

  Words mean nothing. Action and how it gets taken care of in the end, are what matters. As I vowed to you on Tuesday, I wont quit on you. But, I do need time and so do others, to insure is, our vendor, and ProVia are on the same page with what the whole solution looks like.

   

  Sincerely,

  *****************************

• Initial Complaint

  10/03/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We entered into this contract on 4/13/2021. At that time we were informed that they would be able to start the work within the next 6-8 weeks and that we would receive an email every other week with the status of our project. By mid-June we had received no communication. We contacted the company by phone and it took several days to receive a response from the sales person. When we asked to speak with a manager, we were denied that request. We have followed up routinely, each time we received a different story, and promise to contact us - which never occurred without several more follow **** In early September we were told that the company they had contracted with manage job scheduling had quit, and all details of jobs went with them. We were promised a call by Friday, September 3rd, with and update on the schedule. No call. We followed up again...and were told another person had quit, and they would get back to us. No call The sales person has now quit -informing us via text.

  

  Business response

  10/04/2021

  Dear **** and ***,

   

  Thank you for taking my call this morning. As a summary of our conversation, thank you for your continued patience as we navigate through the supply chain issues we are all facing us. I have volunteered to be your direct contact and provided my direct cell phone so that I can give you directly the most up to date information that I have presently. You have been great customers to us as we did your window project a couple of years back and now this present gutter and fascia replacement.

   

  Back in July, our work trucks (One being our gutter truck) had their catalytic converters stolen, and it wasn't up to 2 weeks ago, that we were able to get those back from ***** trucking due to parts shortage. Coupled with delays in receiving materials for projects, industry wide labor shortages, this has created a work "log jamb". Please know I am committed to communicating with you personally as we navigate through all of this.

  Judge me on my actions and not words moving forward; I want to start and finish my customers projects and do them well--I will not ****** with your money and do this hastily. You now you have my cell phone number and should be able to hear good or bad news (Always aiming for good) with your project. 

   

  Thank you for taking my call and I hope we can move forward together and get your project finished up. 

  
  Sincerely,
  
  Marc Ganser

• Initial Complaint

  09/28/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We are very frustrated with the lack of *********************** since making a down payment for a bathroom remodel and window install. We signed a contract on 04/26/21 & made a 50% deposit of $6059.00. We were told that the final measurement would be scheduled within the next few weeks, and work would start **** weeks after the final measurement. Ganser rescheduled that appointment repeatedly, & it was done on 06/24/21. Ten weeks later would be 9/2/21. We then heard nothing from the Ganser Company. We called the showroom on 8/21/2021 but the phone just rang & we couldn't leave a message. We texted ******************* 9/7/2021, and called the showroom again on 9/10 and reached *****. He said he was meeting with ****** that evening because so many customers were not informed about their projects in the past few months and things were a mess. He promised that he would call with an update on Monday 9/13/2021. We called again on 9/23 & were told that someone would get back to us. No one has.

  

  Business response

  09/29/2021

  Hi *****,

  Thank you for reaching out with your concerns. Specifically starting this year, there has been challenges due to supply shortages from various manufacturers. From the plastics shortage due the deep freeze in the south, to lumber demand and shortage, aluminum and glass shortages window and door manufacturers face, as well as demand, this has put extended lead times on receiving products, and scheduling jobs. 

  These are unprecedented times for all, and this is the "mess" ***** referred to. ***** will be updating or you are welcome to call him at any time so that he can provide you with the most up to date information that we have on hand.

  Our commitment to our customers moving forward, is to be consistent with both giving updates with either good or bad news. However, when they do not receive a response either way, that is not acceptable, and I apologize but we have firm amendment to get communication going consistently.

  Currently, the window is scheduled to be delivered November/December...that may change; it may come in sooner or later but we are are the mercy of the supply chain.

  I spoke to ***** this morning, and he is on the same page to provide you with regular updates.

   

  I have been grateful to our customers for their understanding and patience: We want to start their projects with everything in hand, do the job right, and not get something done wrong and have to come back and drag the project on. Please know I appreciate your understanding and know I am committed to getting this done for your correctly when we have everything in hand.

   

  Sincerely, 

   

  Marc Ganser

  Customer response

  09/29/2021

  [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 as long as Ganser follows through on their promise to keep us updated.  I am still not happy with how this process is going, but after reviewing our contract, I realized it was our mistake to not read the contract carefully to make sure that what the sales person told us we could expect for a timeline (**** weeks after final measure) was not what was written in the contract (work to commence within 270 days of signing the contract and be "substantially complete" within 6 months of being started.  ****** learned on our part to make sure the contract terms match what we are told to expect. Our caution to other customers is to read that contract completely and not sign unless you are okay with it taking the maximum amount of time, not the "typical" time that you are told.  Had we read it, we would have gone with another service provider.  
  
  Regards,
  
  *************************
  

• Initial Complaint

  08/29/2021

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Signed contract for siding and (3) doors on March 12, 2021. Wrote check for $13, 881.75 (which was cashed) in March. Shortly after they came back to measure and they were going to do a change order because the siding was less expensive than originally estimated. That change order never occurred!! They called me late June and said they would be delivering materials and starting work the week of July 5th. Never received materials and they will NOT return my phone calls. Totally blowing me off.

  

  Business response

  09/22/2021

  Hi ****,

  I have received your message and as you know now, I met with you and Kevin to set a date for installation of 9/23 of the three doors. I hope that between myself and my team, we can get the ship righted and the doors installed (Weather permitting) by 9/25. Thank you for your patience and deciding to work with me on your concern.

  **** ******

  Customer response

  09/28/2021

  [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. 

  Ganser was here today completing the door installation and everything looks great!  The guys were so great to work with.

  There is an overage of money that I had paid to them and **** ****** told me that he would do the paperwork and get me a check.  Mark has been very cooperative during this process and I truly appreciate it.  I will update when I have received that check.  I am more than satisfied with the work, looks great!  

  
  Regards,
  
  **** ******

  
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩