Installer found rot in wall & floor, stated floor was uneven which prevented the install. Installation was delayed. Later found there was no damage.
11/12/14 Wednesday- installer came out. Found rot in wall and part of floor that needed to be corrected before the install could be completed. In attempt to get the hole in the wall covered, they were able to get the door frame in, but unable to get the glass doors installed due to a hump in the floor. (note: installer had no level)which would require the floor joists to be lowered. They put up a tarp. Since the contract I had with Window World (WW) was just for installation, the subcontractor said I could hire him to make the repairs which he estimated at $1200. I called WW, explained the situation and verified the credentials. The temperature was to drop to 30 degrees that night and continue to drop into the 20's for the next few days so I agreed for him to do the remediation. The installer said that he would call early afternoon after he cleared his schedule to set the time to complete the repairs and the installation. 11/13/2014- WW called to check on my satisfaction with the install. Obviously no communication between manager-installer-home office. No call from installer. Left several messages. Called WW, they offered no other installer, no other suggestions except for me to find another contractor. Different stories from different people regarding the original installer and apparent reschedule dates. 11/14/2014- Given the fact that the door could not be installed due to issues with the floor and rot, the only way to know that the repairs were adequate was to have the same person making the repairs to do the install. Called WW and stated that if I hire an outside contractor to do the repairs, that they would also be installing the door. WW agreed to this and stated they would reduce my bill to reimburse some of the cost which I thought was fair. I found another contractor who could come out first thing in the morning to assess. 11/15/2014- my contractor came out told me there was NO rotted wall and NO rotted floor that would prevent the door from being installed. There was a rotten piece of wood where the deck met the house that needed to be replaced but the structural soundness of the door was not dependent upon that at all. Since he came prepared with a level, he verified that the floor had NO hump at all. He was able to square everything up and get the glass doors intalled within minutes so I would at least have a door covering the opening instead of a tarp until he could get back and complete the job. Bottom line- no $1200 worth of damage. 11/17/14- call WW and explained that there was no damage, no rot and that my contractor had the door installed within minutes. Asked that my bill be reduced more than originally stated since the install could have been done on Wednesday by a knowledgeable installer with appropriate tools. Since I paid for removal, I asked that they pick up the old door. Explained that the new door is shorter in length than the old door and there is now a ½-1" gap outside where the vinyl siding falls short. I requested that WW supply the vinyl trim to account for this difference on the outside as this should have been discovered at the time of initial measurement. The outside handle of the door was black and per the sales rep it was to be the same color as the door. 11/18/2014- Office stated that they would reduce the bill for a total of $250. Stated that all custom painted doors come with black handles on the outside. Office requested I send pictures of the outside vinyl and gaps. After review, the office stated the manager would not provide the vinyl trim as I hired an installer outside of WW and I would be responsible for the cost. I explained that since WW installs vinyl siding, there should be no issue at all providing this trim for me given the circumstances. Manager was unavailable and would call me back. 11/20/14- no call to date.
I would like the bill reduced to account for the labor I had to pay out of pocket for another installer; the old door removed; vinyl trim supplied (not installed) to account for the difference in door size and gap in siding; replacement handle in a finish other than black such as brushed nickel.
Window World instructs their team of sub-contractors to detect any type of structural issue before they proceed with the installation process. Unfortunately in this case, the structural issues were determined upon the removal of the previous door ************ had. With a contract agreed and signed for these types of instances, the homeowner knows the responsibility is theirs to correct these structural issues before Window World can install the product. ************ was shown, along with her father, the structural issues regarding the door. Door rot was obvious, and ************ agreed to let the sub-contractor fix the issue away from Window World's time. The time frame for when that is fixed is solely ************'s responsibility per the contract she signed. The sub-contractor that was assigned to fix her structural damage did not show up when they agreed, and ************ could not get a hold of him. ************ called Window World upset that he is not there, however, this is now out of Window World's control. The fact that Window World did try to get a hold of the sub-contractor for ************ proves that they value her situation, unfortunately they could not assign another sub-contractor to finish the structural repair because that is ************'s responsibility. ************ understood. ************ found a sub-contractor to complete the work and stated he found no wood rot, however there had to have been something left unannounced to ************ due to him charging $575 to install a single door. ************ spoke to Window World about the adjustment of the balance with no installation, and both parties came to a settlement. ************ acquired a gap between the door and the vinyl siding in which was caused by improper trimming of the door from the sub-contractor that was hired. There was no need in supplying vinyl trim due to that simple mistake, and that issue is now properly fixed. ************'s previous door was disposed by Window World. Window World is honoring ************'s request in adjusting the balance with no installation of the door.
(The consumer indicated he/she ACCEPTED the response from the business.)
I am pleased that WW was willing to reduce my bill for my out of pocket expenses in hiring another installer but all of this could have been avoided altogether with the right installer.
Just to clarify a few things....I was not at the install as I had a last minute scheduling conflict so my father was there in my absence. I personally did not see any of the rot that the WW installer was speaking of in the floor and wall but relied on his expertise and what was pointed out to my father. There was rot, but it was a part of the deck and was not a part of the floor, the walls or the door frame and would not have interfered with the installation. It was a superficial piece according to my contractor. There was no hump in the floor that needed my floor joists lowered and my contractor could only figure that the old cedar siding behind the new vinyl siding was pointed out as the rot in the wall but there was no rot in the walls.
Secondly, I knew that any repairs were my responsibility and not that of WW. After I spoke with the WW installer about doing the repairs and could not get him to call me back the next day, I obviously made several calls trying to find a replacement. But being that I had an 8x6 foot opening in my home covered by just a tarp and it was going to be into the low 30's, I would have appreciated some alternative recommendations from WW instead of them trying to schedule another installer to come out the next week which would not have done any good if there were repairs to be made. Most companies have a network of contacts they can recommend for various jobs instead of leaving a customer on their own especially given the circumstance with the weather.
Lastly, the bill from my contractor included new vinyl trim that was necessary as the new door created a 1/2-1" gap. The pictures I sent WW of the difference in size and the gap in the outside trim was after the door was installed before any trim work was started. My contractor came out two separate Saturdays- once to get the door installed enough to remove the tarp (due to the extreme weather) and a second Saturday to finish the caulking and trim and to replace the deck piece. It was not a mistake made by my contractor but a mistake in the measurement of the new door. The bill also included replacement molding for the inside that the original WW installer broke during removal of the old door. It also included an additional $75 for the replacement of the rotten 2x4 that again, in no way interfered with the installation of the door itself. WW already reduced my bill by this amount so I have put a check in the mail to reimburse WW for that $75.