Work has not been completed per contract and per emails.
I had windows replaced, siding and wrapping of trim done, and gutters installed. Per my contract, the half round window in my bedroom was supposed to be wrapped and an area under the door covered with siding and not part of the door, previously agreed to before the work was started, has yet to be completed. Dental molding was supposed to be touched up, per emails. Also, 2 gutters leak and several windows will not close completely. I have sent numerous emails, and for almost the past 2 months have been ignored. Work was supposed to start week of May 21; started week of July 1 (shipping delays I was told). My last check, having me paid in full, cleared August 6. (Was told I had to pay in full because workers had to be paid.) Promised someone would come and finish August 31; no show. Promised someone would come and finish September 3; work not finished. Promised someone would come the next week; weather delay. Promised someone would come the next week; no one came and no response to me since then.
All meetings held with Mr. Cole were with one of my adult sons present, as I am recently widowed and this is my first solo business transaction. Mr. Cole kept telling me to "trust him." I am experiencing panic attacks because of this lack of professionalism on Mr. Cole's part. When I informed him of this, he ridiculed me (all documented by emails from Mr. Cole). This is a case of a business taking advantage of a naive widow.
I would like the work finished. I would also like NO pictures of my home to be used in any promotional materials for this company. The workers broke my soaker hose, which I was told would be replaced, broke 3 gutter diverters, and because of Mr. Cole's mis-measuring, all my blinds had to be replaced, which has cost me more than $100 per window. I would like reimbursement for all my extra costs as well.
Business' Initial Response
I sent an email detailing the timeline. We were paid on August 6th with a punch list and came back on the 9th to work on it. It couldn't be finished that day and she wasn't home anyway. Due to scheduling conflicts on both parts the list wasn't completed until September 3rd which was a holiday because other than that she could only be there in the evenings. At that time the only thing remaining was a color change on some trim that she asked if the installer could do. He said he would check and get back to her. I was out of town until the week after and after meeting with the installer I agreed to the favor and said we would change it. After emails back and forth and delays on receiving them some on her some on me she now has more things to add to the list. I have agreed to cover the piece under the front door, paint her dental molding,change the color of the j-channel by the 1 window, replace the hose and cap the half round window even though it won't look good. All of this has already been conveyed to the customer via email. She never ever mentioned anything about gutters leaking or windows not closing. I challenge the validity but will certainly inspect and fix if needed. Also no windows were mismeasured and if they were it would still not affect the blinds. The only way the blinds would've been affected is if they were installed wrong and on the inside of the window tracks to begin with. The customer had already had them removed from the windows when we arrived to install. This is the first I ever heard about it. Again everything was done on sept 3rd except for something she wanted to change which I agreed to when I got back to work. The list grew from there. We have done several things and made several changes that weren't on the contract and the customer didn't pay for. The customer also inspected the job and said it looked good. My thought is that she is always going to think someone is ripping her off and will never be happy. I hope that's not the case because life is too short for that. I have never ripped anyone off in my entire life and never will. I don't need the money that bad. I have also never lied to anyone and never will. I couldn't keep track of them. The truth is always easier to remember. This should never have made it to the BBB and certainly is not a valid complaint considering I have been in contact with her, I have tried to schedule with her and what we are doing is extra work as well. Thank you
Email from Business:
We were paid on August 6th with a punch list. My installer was out there on August 9th and completed some of the items on the list. After spending 3 weeks trying to schedule a time with the home owner we were finally able to get the rest of the punch list done on labor day September 3rd because that's the only day the homeowner was available. Even though it was a holiday my installer agreed to do it just to get it done. When he finished everything the homeowner and her son inspected the job and was happy with exception of one item that she asked if we could redo and change the color. The installer told her he would check on it and get back to her the following week. I was not in town at the time nor was I the following week because I was dealing with my fathers death with my mother. When I got back in town I met with the installer and told him I agree to make the color change around the one window if that would make her happy. On September 17th the customer emailed me saying she had more items to add to the list. I responded to her on the 21st saying I would go over it with the installer and asked her to email me a picture of the area under the front door she was talking about. I did not hear back from her until the 28th of September asking when I would be out there. I responded the same day telling her I would do the couple of items on the list but was still waiting on a picture I had asked for so I knew exactly what she was talking about. She responded back in a hateful tone saying it was not her responsibility to take a picture and remind me of what I told her I would do extra. After that I didn't respond to her until October 5th mainly because she took that stance with me on something I agreed to do after the fact just to make her happy. In that email I stated I would try to get the installer out there the following week and confirmed she needed it to be after 5:00. She emailed the same day saying that some days she could be home by 4:00 and just needed to know when. I emailed her on the following Thursday saying due to weather at the first of the week we couldn't make it this week and asked her which days she could be home by 4:00. I did not hear from her again until the 23rd asking when her house would be done. I missed her email and she sent another on November 4th saying I hadn't responded to her last 3 emails which I had only missed one the she sent a duplicate of that email on the 5th. I responded on the 5th telling her what we were willing to do and told her I asked the installer to call and schedule it and told her she could feel free to call him as well because it was difficult for me to set his evening schedule. She responded by saying it didn't have to be done in the evening and she was available Saturday. I sent 2 emails back explains the half round window situation that I told her on the initial visit would not be done because it can't be done and then on days we could come out. I have yet to hear back from her. That is the timeline. I have never heard of the gutter leaking or the window not closing. We will replace the hose. I will not use her pictures. I never mismeasured the windows and know nothing about her blinds. She never mentioned them before. I'm glad the she never answers her phone and refuses to return calls so that I had this paper trail.
Consumer's Final Response
Please, I would not like this case to be closed. I would like you to let me know how to continue to deal with this case, especially since this business has preferred status with the BBB. How do I dispute that?
I called several times last week, and left 3 messages. Please let me know what to do to continue.
Business' Final Response
wow really? All the work was completed that was on the punchlist that **** and I made together and confirmed over and over while I was at her house with her son present. Both agreed. The installer said he would caulk the areas she was talking about and she said she prefer to do it so he even gave her a tube of caulking to do so. the area under the front door was done in white like agreed upon and as soon as they were done with that she started painting it blue. as cold as it was that day I'd be surprised if the paint sticks. After she refused to speak to me which the installer said 3 times "she dont want to talk to you" why would I set to come back and inspect?? I owe NOTHING for the blinds. The windows were not mismeasured and even if they were the blinds would still fit. Also we did not remove the blinds nor did we put them back up. I left Mrs ****** an email to come out monday afternoon to inspect the items on the punchlist that we agreed upon. NEVER have I said anything inappropriate about her or anyone else. Nor would I. Just got her response to my email and she said not to contact her except through the BBB. The job is done and complete. The punch list has been done and the service has been done. She confirmed with installers then refused to speak to me and still refuses. I have been nothing but nice and respectful to her.