Company estimated cost for complete job. Failed to deliver initially. Only became BBB certified after it was stated they were not as stated on card.
On 4/19/14, Garage Works arrived to install 2 garage doors for $1402. They did not have the appropriate lumber to frame doors. I supplied 5/4" decking lumber for 1 of 2 doors. After installing doors late into the afternoon, the owner indicated that he would bring back brown nails for the install of the weatherstripping and that it was precut for install. Since he lived just a few miles away, I agreed to install my own weatherstripping. Contractor took all unused lumber I purchased with him. Hours later, I texted asking where the nails were since I was done painting. I got no reply. Since I travel for work, the weatherstripping had to be done. I purchased my own nails, installed trim and painted them. My Mastercard was charged with a 2% additional fee. I recieved no receipt by email or otherwise.
1 door was affixed to wood trim instead of the block and was coming off the tracks due to pulling away from the wall. I emailed *****, the owner, on and told him it was inappropriate and that I also noticed his card claimed he was BBB accreditited, and in reality, was not. I threatened a partial credit card charge-back and notifying the BBB of his misuse of accreditation. This email was on 4/25/14. After returning to town, I had to call and schedule a repair. ***** sent his tech and has ignored emails/calls. His tech arrived on 5/9/14. He tightened multiple bolts, installed a missing triangulation bracket, readjusted a slide lock and anchored the support bracket to the block wall. He did not have appropriate fasteners to secure the bracket to the wall. I supplied a masonry bit and 3.5" tapcon screws to affix the bracket to the wall.
With the removal of lumber I purchased, use of my own lumber, puchase of my own nails, time to install weatherstripping and paint them, and supply of tools/materials for the follow-up repair, I do not feel I should be charged the full $1444.06 that I was charged for a job in which I supplied a portion of the labor and supplies.
I also can't help but notice that GarageWorks became BBB accredited 3 days after I threatened to report them to the BBB.
Partial refund for installation I performed, supplies I purchased and lumber I purchased that they removed from site.
1@ 2x8x10 not used and removed from site: $10.00
2@ 2x4x8 not used and removed from site: $8.00
1lb box of Bright finishing nails: $5.00
5/4" decking lumber I owned to finish initial install: $15.00
3.5" tapcon screws/masonry bit to finish follow-up install: $15.00
Labor to cut and install weather stripping and paint nails, based on current salary hourly rate: 2.5 hrs at $26.00/hr = $65.00
2% credit card fee charge that was not explained, and would have been avoided with a personal check: $42.06
Yes, we have BBB on our website. We were members for years and let our certification lapse for roughly a year. We had yet to update our credentials online, it wasn't intentional. We did recently become members again, but only because BBB happen to call us to ask us to renew. Not because we were threatened with a complaint and trying to cover ourselves and the business. We have always had a A+ accreditation.
As far as the insufficient lumber issue, we actually brought all lumber needed to compete the job as quoted. The additional (1) piece of lumber was for an unforeseen issue. Our installer stated to the customer that he needed to take a quick trip to get a 5/4", to which the customer willing supplied a piece he had "laying around" extra.
Yes, the customer did agree on installing his own weatherstripping, to his suggestion. Since he was painting his own trim he wanted to handle that part of the install himself. We pre-cut the weatherstripping to fit so all he had to do was nail it in when ready. Unfortunately our installers had the wrong color nails with them to which we offered to come back with a box as well as install the weatherstripping the next day, the customer agreed to the box of nails, but continued to decline our install of the weatherstripping.
The installers did not take any unused wood with them. All Lumber that was purchased for the backjambing was used. We can supply receipts if necessary. No wood that was purchased by the customer was taken off site. The customer even helped the installers load the trailer after the job was complete and nothing was mentioned about any additional missing lumber. Not until this complaint have we heard anything about any missing lumber ever.
A text to an installer with no response I can not account for. The customer never called the office to notify us of the lack of communication or the issue would have been handled immediately. When installers leave a job site they usually have another place to be, whether that is to another job or home for the night. The box of nails was definitely an over site by us.
Again the customer was planning on painting himself so install of the pre-cut weatherstripping had been placed into his hands,
The card was processed several days after the job was complete, the 2% additional fee was charged by Square for Credit Card processing NOT Garageworks. We can show deposit records to support that.
The customer did send an email to Garageworks that was somewhat offensive. He stated that he was unhappy about the box of nails for the weatherstripping and that the door was also coming away from the wall. We apologized again for the lack of communication with the box of nails, and offered to address any other issues the customer had as soon as possible. The customer then stated that he was out of town, but as soon as he returned he would call and schedule a time to have us come back out. Yes, the customer "had" to call the office to reschedule, he was out of town.
The customer then contacted the office about a week later to again discuss his dissatisfaction with his door to which we once again offered to come out immediately to fix the problem. The office assistant asked the customer if there was any lack of communication as far as scheduling a second visit was concerned to cause his dismay and he stated "no, I have been out of town, and unable to schedule until now." We then scheduled a followup visit with one of the same employees that did the initial install for the next day. The owner does not go on every call, he was simply onsite the first day to help assist and save time. He wasn't ignoring the situation just because he was not the one who showed up. The installer showed up for the second appointment early and reattached the door to the block as well as a few other adjustments. The installer did not have the screws long enough to secure the wood to the block and told the customer he would be right back, to which the customer once again offered willingly to supply the 5 screws he needed to finish the job.
The customer never implied that he wanted to be reimbursed for the 1 piece of wood or 5 screws he offered the installer. Nor did he mention wanting any sort of a refund for the installing his own pre-cut weatherstripping. The installer said he left the second visit and the customer was happy and none of the issues above were mentioned.
At most I agree that we owe him for 1 box of nails, .5 in labor for the weatherstripping (it does not take 2.5 hrs), one 5/4" piece of lumber that wasn't even the correct length, and 5 screws.
5 in labor= $13.00
5/4" wood= $10.00
5 screws= $2.00
1 box of nails= $5.00
If he is unhappy about the customary CC fee he is more than welcome to write us a check and once it clears I will reimburse the card in full.
Had the customer not offered our staff alcohol while they were working as he proceeded to put several down himself this complaint might be 25% warranted. Even after our staff refused the alcohol he continued to consume himself and watched them work for hours.
Most of what is listed in the complaint was never addressed with the office directly. All matters excluding the nails that were brought to our attention were addressed and properly adjusted pending the customers schedule. Our quoted price was at least $400 less then all others received. This was not a normal install. It was actually very difficult and not something the average garage door company would take on. We gave a fair price, and did excellent work at the end of the day.
(The consumer indicated he/she DID NOT accept the response from the business.)
The quote was for a "complete" installation. The installers were in a rush to finish the job to kick off their Easter weekend. My offer for them to use the lumber I had "laying around" was merely to save them the time of running to **** ***** and delaying their weekend plans. How they assumed that materials they were lacking that I supplied to fulfill their contracted job were somehow free and they could charge me full price is beyond me. They are certainly the first contractor I have ever delt with that felt that way.
My agreement to install my own weatherstripping was based on the agreement that the weatherstripping was cut to size and nails were provided. I asked twice if the weatherstripping was cut to fit and was assured it was. It was not. Brown nails were also not provided as promised. I was forced to spend part of my holiday weekend running to the **** ***** to purchase an abrasive wheel for my chop saw, nails, installation time and painting of the nails...as they do not carry painted nails.
***** claims it takes .5 hrs to install weatherstripping. That must be based on having supplies on hand and having experience doing the job, which I do not. Nevermind me spending another hour sitting around the house waiting for them to show up to complete the job later. Even the tech sent was amazed at the amount of work necessary to finish things by tightening bolts and installing brackets left sitting on the window ledge.
Suggesting that I send a check for another $1400 to remove the credit card charge fee that was not explained is rediculous. Based on the owners failure to follow through on past promises, there's no way I'm going to give him more money based on promises of a refund.
Bottom line: I was quoted for a complete installation. GarageWorks did not bring the necessary supplies for a complete installation on either visit.
Final Business Response
Garageworks is willing to refund the total for materials and time as listed in the previous response. We are sorry it took the customer longer than he expected to do the install of the weatherstripping, but that was the agreement before the installers left. They both stand by the fact that the weatherstripping was cut to size. Our company was more than willing to finish that part of the job and the customer can not expect us to pay for his time after he agreed to perform this on his own. As for compensation for supplies given, an agreement for a discount should have been made on site and not expected after the fact. Otherwise our staff is to assume it was a good gesture. Our staff never asked to be cut a break to get their holiday weekend started, that is a assumption by the customer.
All customers are notified of Squares CC fee before payment is processed. If the customer was unaware of this, then we accept responsibility for the miscommunication and refund you the fee amount.
GarageWorks is willing to refund the customer a total of: $74.00 but the rest of the charges being sought is unjustified.
The customer once again never communicated any of his claims to anyone on the phone or in person when the installers were at his home. He did send an email and an agreement for him to call our office when he returned to town was made. The same installer was sent to his home a second time within 24 hours of him calling the office.
It is unfortunate he is unhappy but at the end of the day we completed the job, and completed our follow up in a timely and efficient manner based on the customers schedule.. not ours.
Final Consumer Response
(The consumer indicated he/she ACCEPTED the response from the business.)