ComplaintsforColorado Sash & Door Inc

• Initial Complaint

  01/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We contracted with Colorado Sash and Doors to restore all the windows in our historical home. We paid a significant down payment on which the owner sat before starting any work. The work finally started, but it has been extremely difficult to get the owner to have a clear plan for the project. At this point, the work is partially done, no window is fully done and are not operable as such. Despite multiple emails (and prior, text messages) we have not gotten any further answers on intentions to come finish the work. We believe this company is about to go out of business, the owner is dishonest and has not performed quality work. We are ready to file a formal legal complaint but wanted to address with the BBB as he is a member.

  

  Business response

  01/16/2024

  I am glad that this has been sent to an outside entity as this project has been a challenge since it was started back in the fall of 2022.  I would like to have some time to put the outline of the project together and will get this back to the BBB by early next week.  I just want to have all the facts and dates correct.

  The owner was told in the summer of 2023 that we would not be doing any more historic window restorations, but since there is no other contractor in the area that does this type of work, I agreed to complete their project with another commercial job, but they would be our last.  The business is not going out of business.  We will not continue with a shop as staff has been a major problem since Covid 19.  I have told this to the owners as well.  We have also done new storm windows on most openings twice and have finished most of the work on the second floor other than installing hardware that was not in our scope of work but said we would install if they purchased it.    

  Thanks
  

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

  President

  Customer response

  02/16/2024

  Complaint: 21140292
  
  I am rejecting this response because:

  The business owner's response is non factual. The work has not been completed and the owner has been unresponsive. We are left with all windows uncompleted and inoperable.

  We are not looking for excuses, we are looking for completion of the work undertaken.
  
  Regards,
  
  *********************************

  

  Business response

  02/20/2024

  Give me until Friday to reply to this.

  

  Business response

  03/11/2024

  The work we were hired for included the following:

  Remove all existing storm windows on 14 openings at the home with 8 on the second floor and stairway and 6 on the main floor.  These were pulled in September of 2022 and were slated to be replaced with new wood storms that would have an 1/8" space around to allow these to operate and not get painted shut.  The first set of storms that were built were done while I was out getting both knees replaced.  Staff that I had working on this had been doing this for several years.  When I saw what was produced, we put back most of the original storms and built temporary storms to get them through the winter.  Based on the performance on this job and other projects, I had all staff leave, including management.  I hired new shop staff and worked on training them to do this work.  As this became a challenge, I pull back a prior installer to work through this project and one other historic job.  On May 30, I meet with ****, the husband and told him we could complete their project if we worked it with a larger project.  I was doing this as I was not aware of anyone else doing window restoration.  Once these two jobs were done, I was going to close the shop. 

  I needed to work these jobs together so I could use the other job to train and then work on their project.  This would give the best outcome on their job.  When we got far enough into the other job we started by re- measuring for new storms as these would serve as windows while we had the sash out.  We built the new storms in September installed the new storms by the end of September.   While installing the storms on the second-floor East side, we noted that the upper trim where the storm was to hang from was bowed out from the building and appeared that it needed work to get it back in place that was outside of our abilities.  I had contacted a historic contractor and put both of them in touch with each other.  This did not need to get corrected until the restored windows were in place.  At this time the owner decided to have us insulate the weight pocked and remove the weights and pulleys.  This was an option on our work.  Since the other project was doing the same process, we could rent the equipment and do both projects over a few days.  

  When it came time to pull the windows the owners informed us that we could only work in the house when they were there which was never the case prior.  They also said that the storms were not sufficient for weather protection.  We also found that most of the windows had black mold on them.  We came up with a solution where we put clear acrylic in the frame and custom cut, taped and sealed the acrylic in place.  We also did research on how to deal with the Black Mold, since our process for window restoration is to put the sash in a steam box for 2 - 3 hours to loosen up the putty glazing and paint for its removal.  The steam would help this grow, so we had to address the sash for the mold first.  None of this was included in any of our pricing or scope of work.  The mold remediation required about a weeks' worth of work.  During the restoration process, the new staff made errors in the other project as well as this one, that required us to redo part of the work.  This cost us another couple of weeks.  When we were finally ready to do the installation of the upper floor window, we found out how out of square all the windows are.  We had two that we were aware of when we pulled the sash, but really all windows on the east and west side required adding or removing material to get the check rails to line up so we could get a good seal.  When we worked on the sash, we removed soft material but did not replace as historic restoration, is to leave the sash with the character that it has acquired in 100 years' worth of time.  The owners did not like this and in a few locations, we patched the sash with a reasonable putty that the owner had selected.  But was told we could not do anything in the house that had smells or dust.

  With the original windows, there are no seals or gaskets on any of the surfaces.  Some of the best sealing is done where sashes are painted shut.  Part of our work was to install new weather stripping to the existing sash.  Even with this, there will be and are gaps that will let air and daylight around the moving sash.  If we put something in all gaps, the window will not operate correctly or if at all.  If we make the joints over tight, it will pull the weather stripping out when it moves.  The owner's idea of windows is to caulk and seal any gap.  This explained why the storms were so hard to remove, as they were all sealed in place.  On some of the window, they had packed the gaps with different products to eliminate any gap.  When we installed out windows, they were not happy with any of the work, because there were still gaps.  I tried to tighten them up as much as I could, to the point where if you moved a sash, the weather stripping was being pulled out.  I got to where these openings, were done with all items but eye hooks for the storms, where the owner wanted brass ones and I did not have that in our bid.  The wood trim above two windows had not been pulled back to the house so the storms could be hung.  I did not complete these opening with trim and balances, as I felt the opening would get moved in trying to pull the exterior trim in place.  By this time, we were in the holiday season when they did not want work to be done.  I told them to let me know when they had the brass hook and eyes and the trim pulled back. I would come back at that time.

  The other project we are completing was progressing and has passed up this project.  We will be completing this project by the end of this month.  As I told the husband, we would be closing the shop down once these projects were done and I have the building up for lease currently.  *********** is not going away, but just going to sell products that we can purchase and no shop.  I will be able to provide all the hardware and materials for doing the last 6 openings so everything would match.  I can walk the new company through our steps as well, but we are not able to complete this work and will never be able to provide a product they will be happy with.

  As to the amount that they agreed to pay for this project, the total without the cost for the mold mitigation, acrylic for the windows is $ 35.020.34 this includes $1,650 for Stain and Finish on the sash.  We were going to paint two sash, but after the mold removal and restoration, we were able to stain and finish all the sash. Spiral balances and insulation of the weight pockets was also added for $3,870.  To date we have received $23,975.46.  If we us 60% completed on the upper floor and 40% for the lower floor that has less openings and not working off ladders, we have completed $23,731.34 worth of work.  If add the mold mitigation and acrylic panels that raises the amount $27,131.34.  See the attached bid and brake down.  I have also attached photos to show the trim that needed to be done, as well as the mold on one sash, but this was pretty similar on all of the.  

  As I said above, I will give the owners all the hardware needed for the storms and sash on the lower floor along with weather stripping, trim and stain finish to complete the project.  This is if they pay us for the additional work that we did, or they and we can walk away and be done.

   

  Thanks

  ***************************, Colorado Sash and Door, Inc.

   

  Customer response

  03/13/2024

  Complaint: 21140292
  
  I am rejecting this response because:

  Project status:

  7 out of 13 windows were removed, restored and partially reinstalled. 2 of them are presently held in place with blue painters tape as left by Colorado Sash and Door.

  The new storm windows were fitted in place.

  None have been painted.

  2 storms are missing hangers and 9 are missing folding hinges and handles. All storm windows are missing closing hook eyes. 

  None of the spiral balances are attached to the 7 sashes that were partially reinstalled.

  Less than half of the bid dating July 6, 2022 has been completed. Nothing prevented the completion of this job. The exterior trim was repaired early December 2023. We have therefore overpaid. Any additional costs claimed by Colorado Sash and Door beyond the bid result from their complete mishandling of the job, as described by the owner's response.

  Since Colorado Sash and Door states that they are not in a position to complete the 7 windows partially installed and the storm windows partially installed, we expect a partial refund of what we have overpaid in order for us to close this affair.

  Failing that, we maintain this complaint.

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

  

  Business response

  03/14/2024

  Complaint: 21140292
  
  I am rejecting this response because:
  Project status:
  7 out of 13 windows were removed, restored and partially reinstalled. 2 of them are presently held in place with blue painters tape as left by Colorado Sash and Door.

  Per her numbers we agree on 6 windows that have not been removed.  The two windows she is commenting on are the two where the exterior trim needed to be moved.  The top storm hangers could not be installed until this was moved.  The window sash has the balances prepared and sitting in the sash.  The blue tape is holding the stops that just get nailed in place once the lower sash can be trimed if needed.  Sash is fully weather stripped and can be moved if needed.

  
  The new storm windows were fitted in place.

  Agreed

  
  None have been painted.

  Aggreed

  
  2 storms are missing hangers and 9 are missing folding hinges and handles. All storm windows are missing closing hook eyes. 

  Agree on hinges for 2 storms Which are the ones where the wood trim is to be moved.  6 of the 9 listed windows are on the first floor where we can't install untill the windows are operable.  Same with the handles.  On the other three I believe 2 are fixed on the upper floor that would not get this hardware.  There is one sash on the main floor that we were not doing work, that has a storm, but does not have the top hinge and hardware to open as the unit is sealed shut and we were asked to not remove the material.  So it is installed with out.

  Yes all are mising the hook and eyes as I had stated.

  
  None of the spiral balances are attached to the 7 sashes that were partially reinstalled.

  Not correct, on two are left to attached 

  
  Less than half of the bid dating July 6, 2022 has been completed. Nothing prevented the completion of this job. The exterior trim was repaired early December 2023. We have therefore overpaid. Any additional costs claimed by Colorado Sash and Door beyond the bid result from their complete mishandling of the job, as described by the owner's response.
  Since Colorado Sash and Door states that they are not in a position to complete the 7 windows partially installed and the storm windows partially installed, we expect a partial refund of what we have overpaid in order for us to close this affair.
  Failing that, we maintain this complaint.

  I stand by my breakdown on the work as well as the additional work that was done outside of our contract.
  
  
  Regards,
  
  *********************************

   

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

  Colorado Sash and Door, Inc.

  Customer response

  03/22/2024

  Complaint: 21140292
  
  I am rejecting this response because:

  We would like to terminate this engagement because we are tired of the contractor's excuses. There have been no obstacles to complete the work that was started:

  - The house trim was repaired in December 2023

  - The brass eye hooks that the contractor did not want to supply have been available as well

  - All the ground floor windows are operable, therefore the storm windows hardware should have been installed

  - The 7 windows that were restored remain partially reinstalled

  We have sent repeated requests for an estimated plan of completion which remained unanswered.

  At this point we have overpaid:

  Storm windows: estimated at $4469.34, 100% completion

  Painting of the storms for $1710 was not started at all: 0% completion

  The hinge hardware for storms to open for $1170, for 5 out of 13 storm windows; therefore 38% completion

  Adding weather stripping to lower sash, fix upper sash for $2160 was done for 7 out of 13 windows: 54% completion

  Removing windows and strip, restore and prime exterior for $20700 was done for 7 out of 13 windows: 54% completion

  Window staining for $1650 was done for 7 out of 13 windows: 54% completion

  Add spiral balance and insulate way pocket for $3870 was partially done for 7 out of 13 windows: less than 54% completion
  

  This totals $20400.88, not counting that the spiral balances remain to be fixed. Therefore according to the contractor's calculation we have overpaid by $3575.

  In addition, there was no mould on any windows when the job was undertaken. The mould arose solely as a result of the storm windows having been pulled and left unreplaced for one season. The acrylic became necessary as the contractor fell behind schedule and only pulled the sash in the Winter instead of at the end of the Summer/early ********************* we expect a quick settlement of this amount so that we may engage another contractor to complete the unfinished partially restored windows. We are not expecting any other response and will close this matter on reception of the refund.

  
  Regards,
  
  ********************************* and ***********************

  Customer response

  04/16/2024

  Better Business Bureau:

  I have decided NOT to participate in Binding Arbitration to resolve my complaint with ID ********. I understand that because I have decided to not pursue arbitration that BBB will close my complaint.

  We formally reject potential claims to cover any additional expenses incurred by the contractor due to their own mismanagement of the project.
  
  We turned to BBB initially because the contractor was not answering any of our communications and requests for a plan to finish the already begun work on our windows. 
  
  It would be irresponsible to go into the arbitration process without legal representation. Legal fees would cost significantly more than any possible financial compensation we could receive.
  
  We ask that Colorado Sash and Door formally acknowledges that they cannot finish the job undertaken, providing a closure to the relationship so that we can move on and repair the work left incomplete by Colorado Sash and Door. 

  Regards,

   

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