On March 27, 2013 **** **** (XXX-XXX-XXXX) came to my home in answer to my request for an estimate to align my 19 Doors and install new drawer guides owned six drawers. Copy of estimate enclosed. Estimate was changed to include magnetic closures not mentioned in the original estimate. They said they were necessary because they could not get the doors to say shut with out them. The drawer guide on top drawer failed allowing drawer to fall out of. I called Dobbs and made an appointment to fix it. He failed to show up or call. I made a second appointment with same result and one time more. Total four times. I got in touch with Paul Dobbs after some difficulty. He said Brad would come the following Monday. I agreed, but he failed to show or call. I got a man to put the drawer together and I don't want Dobbs Construction to come to my house. I would like a refund of half of the total bill $525.56.
Business' Initial Response
Better Business Bureau,
I am taking this time to answer a complaint from Mr. *** ****** of Athens. My name is *********, and I am the Construction Manager at Paul Dobbs Construction. My duties include the estimating of projects, initial walk-throughs with clients on work to be performed, ordering all materials, and all scheduling.
I met with Mr. ****** on several occasions after the initial meeting. I will proceed in chronological order as this will show the extent our company and employees have exhausted in an attempt to satisfy Mr. ******.
My initial visit was on March 27, 2013 as Mr. ****** stated in his letter. Mr. ****** had removed the doors from his cabinets, and numbered the doors. However, he removed the hinges and pulls and did not number or mark them. When he assembled the doors again and hung them nothing would close or work properly, and this is the reason for calling our business. Mr ****** painted his cabinets himself. He did not know how important keeping the right door hardware with the right door would be until he placed the doors back in their original position and no doors would function correctly.
There were other items performed for Mr. ******. Because the hinges were sprung from initial installation, or as a result of the re-installation, the doors would not stay shut. Therefore we installed magnetic closers at the top and bottom of each of his 19 doors. A face frame piece was broken on his cabinets and was replaced with a piece of half inch plywood. Because of the piece being too thin, it could not be attached properly and the door hinged to this piece would never function correctly. The piece of face frame had a hinge attached and would turn with the door. We replaced this piece with three quarter material, painted the area, and hung the door properly.
The door between the kitchen and laundry room had been previously removed and left the door frame standing. Because the place where the hinges and lock set had been previously, the frame was a bit of an eye sore. We also replaced the door frame with a cased opening, and larger trim to hide the marks from the previous trim. We painted this new cased opening, baseboard on each side, and the new trim.
In our agreement we were to replace the old drawer guides on six drawers. These cabinets were built in place and were made for only one type of drawer guide. Mr. ****** did not want the same type of guide because the plastic wheels never really function smoothly. I purchased three different type of ball bearing guides and allowed him to choose the ones he preferred. The drawer guides installed have a track which mounts to the rear of the cabinet, the guide attaches to the drawer. When you replace the drawer you must drop a pin into the slot in the back to lock the parts together. Mr. ****** had a problem with one drawer.
Mr. ****** called the office and while praising the men for the work performed, complained that one drawer came out of the cabinet. He asked for a refund of $500.00 from ****. We tried to make an appointment to fix the problem and find out what else he required the men to do to please him. Mr. ****** would not give us a time nor day to be able to make one more trip to fix his drawer. His answer was always just to call before we come to see if anyone was home. I tried on several different times to work my schedule around Mr. ****** and called on three different times and no answer on his number.
Finally I spoke with Mr. ****** and set an appointment for after lunch on Thursday July 11, 2013. Mr. ****** said he had a doctor appointment at nine thirty in the morning. Frustrated, I asked him to call me when he returned home. My calendar said after lunch and I scheduled the week according to his plans. After noon on the eleventh I telephoned his number and was informed his appointment had been changed till that afternoon. Mr. ****** did not call me when the appointment was changed. I specifically asked Mr. ****** to allow a couple of hours to complete some other tasks which he complained he wanted done, which were also items in addition to the original scope of work. While in my office he only had a complaint about the drawer guide. However the real complaint was that the men on the job told him that they would help with some other things he wanted done that he was not charged for. My opinion is that he got the services on the contract. He also got other services he did not pay for. He also complained at my office, where the office manager heard him complain about some other things he wanted the guys to do for him and about a piece of wood above his dishwasher where you could see insulation between the dishwasher and the countertop.
In summation, the drawer guides Mr. ****** authorized were installed properly. The cased opening in the estimate was in place and painted. The baseboard was modified, as well as the threshold for this installation. The cabinet face frame was replaced properly and a divider inside the cabinet was rebuilt and repaired. All of his cabinet doors were adjusted in spite of the mishandled hardware, and magnetic locks were installed. The magnets were installed because the hinges themselves were sprung and would not allow the cabinet doors to fully close and stay closed. The one drawer that was a problem had the pin come out of the bracket in the back.
In closing I would like to explain that scheduling is always difficult to coordinate between homeowners, subcontractors, getting the materials to the proper jobs, and start and end dates from other projects. Scheduling is always being adjusted as problems arise, and due to unforeseen conditions. The cabinets were in much worse shape than previously anticipated. The amount of labor on Mr. ******'s job was a great deal more than estimated in trying to solve all of these. We persevered and finished the job and left his cabinets in much better shape than when we began. Upon completion of work (April 3, 2013) I met with Mr. ****** for final inspection and carried his invoice to him. There were no complaints about our work, and only praise for the workers and the fine performance in addressing the problems as they arose.
Some time after the April 3rd meeting the pin came out of the drawer guide. I was not informed about a problem until a month later when Mr. ****** came to our office and asked for a refund of $500. We requested that Mr. ****** make an appointment so we could keep our schedule running smoothly and take care of the problem. Due to the small size of our company, we can not operate on a "call before you come" basis.
The three previous times my schedule allowed us to try to get to his residence he was not available to answer the phone. I telephoned one other time after the doctor visit time was changed and got a message box. I informed Mr. ****** that when he was able to set a date and time we would try to reschedule and I never heard from him again until now.
I have no other information about the request for the $525.36 Mr. ****** requested to be refunded to him, nor do I understand the mathematics of one drawer guide having a pin fall out and cause $525.56 in damage.
Paul Dobbs Construction, Inc.