ComplaintsforCrone Construction, Inc

• Initial Complaint

  09/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In June, 2022 we signed a contract with Crone Construction for repairs/renovations to our home. After the work was completed, we realized the ceiling fan the installed did not work, the windows had been installed incorrectly (confirmed by the window manufacturer who came out for a warranty visit), and the shower floor pools instead of drains. We immediately noticed the shower issue and they did come and attempt to correct the pooling water, but they did not fix it and it is still pooling. It took a few months for us to notice the other issues as we didn't need the fan in the winter, and we didn't know the windows were not installed correctly until they started leaking. After we noticed the leaking windows someone came out and determined they were installed incorrectly due to installers sealing over the window drains. A worker from Crone came out and pulled some of the caulk off of the windows but the drains are still sealed shut. They have never attempted to fix the fan. They just tell us they can't find scaffolding to reach it, despite the fact that they were the ones who installed it in the first place.In April 2023, we reached out to *** Crone to request the work be corrected. Since that time we have reached out over and over and over. Each time they say they'll come correct the work but then fail to follow up. The last two times we attempted to contact them they have not responded at all. We either want the work corrected as soon as possible, or we want the installation fees refunded so another company can finish the work.

  

  Business response

  09/26/2023

   
  We completed the job for the Greears in June/July of 2022 and we didn't hear anything about any issues from them regarding the items pointed out in their complaint until April of 2023. When we got the initial call from them regarding the window, we were able to come out within a few days and remove some caulk that was applied by the painters over a couple of the weep holes on two of the windows. Before we left we made absolute sure the weep holes were not still seal shut and it was a simple fix. The windows were not improperly installed as the Greears claim. We install thousands of windows in the course of a year and we do not improperly install them.. This was a simple mistake made buy the paint crew and it was easily resolved. We also made some necessary repairs and painted an area that had rotten wood and needed paint their soffit. We had worked in this area previously but there was a tree blocking our access at the time so we were happy to make these repairs.
  Regarding the fan, this fan worked for an entire year and then quit working... This is not something that *************** did or didn't do, the fan has most likely shorted out and is not something we did. If this were an issue that occured from our electrical work then it wouldn't have worked for over a full year. As mentioned to the customer, we don't have scaffolding in our inventory and this is something we would have to rent. The company that rents us scaffolding had the scaffolding out on a long term rental and we would have to wait until it became available before we could look at the fan. We didn't mind going through this process and we had planned on doing so once the scaffolding became available. 
  Regarding the shower, we came back initially and fixed the issue with the shower tile and we didn't hear any complaint from the greears for over a year about the shower. I personally came out to look at the shower and the amount of water that might sit on the floor is well within industry standard and is nominal. We are not willing to rip up the shower floor to fix a 7"x7" area with a 1/16" dip. If the customer had a serious issue with this, one would think they wouldn't have waited over a year to say something about it.
  We quickly fixed the issues with the windows so this all really boils down to the fan and us not being able to get the scaffolding to look at the fan...  The fan that's worked for a year without complaint and all the sudden stopped working. We really didn't mind working through these things with the customers because we don't have any unhappy customers. This said, my brother and project manager both received multiple rude texts and calls from **************** regarding this work and we arent willing to work with rude customers. The complaint about the weep holes in the windows was a valid complaint and this issue was rectified quickly. As mentioned, we would have been willing to work through the fan and shower issues even if it wasnt something that was our fault. This all changed once my brother started receiving rude texts.

  

  Business response

  09/27/2023

  Photos of repair to the windows that the Greears say wasn't completed. Also attached is work completed that they didn't even mention

  

  Business response

  09/27/2023

  More photos of work that was completed on the exterior of the house

  

  Business response

  09/27/2023

  More photos of work that was completed on the exterior of the house

  Customer response

  10/02/2023

   
  Complaint: 20598070
  
  I am rejecting this response because:
  Its interesting that they chose to refuse to honor their company warranty due to having their feelings hurt via text. During the process of working with them my husband and I were both screamed at by an employee named *** when I called him after hours to complain about the quality of the work being done in our home. He had given me his cellphone and told me to call him anytime. He accused me of lying, said me complaints were stupid, and said he could cancel our contract anytime he wanted. We were told we were one of 40 projects, including million dollar projects.

  So I would think that they of all people would understand someone getting frustrated. 
  
  My husband didnt call anyone names, threaten anyone, or throw insults. He expressed his frustration about them repeatedly saying they would come that week and never following up. At the same time they were working on our neighbors house instead of repairing projects they told us they would correct. Each and every text was professional even if there was a tone of frustration. We paid them over $30k for this work so yes, we advocated for what we felt should be done to complete the work. 
  
  The fan they installed didnt work a full year. It initially worked. Even in their response the timeline they give isnt a full year. Initially we didnt need it and when we went to use it months later it didnt work. I dont know when it stopped working. The work is under warranty. I think they owed it to us to make a good faith attempt to check the electrical work.
  
  When the shower floor was installed our #1 request was that it drain smoothly. Instead it pools water which is causing discoloration. We only asked that the deepest pooling area be repaired. When they came and looked at it, **** said he could see it from the doorway, and they said they would repair it, so its news to us that they arent willing to do that. This should be covered under warranty, not because theyre just doing us a favor. 
  
  And no, this isnt just about the fan. If we were just lashing out we would have mentioned the toilet that had been installed without a wax ring that leaked and stained our kitchen ceiling, which my husband fixed himself. Or the ceiling damage from water leaking through the shower floor when they filled the shower pan with water and it leaked out through our porch ceiling. Or the door jam they broke and then fixed in the laziest way possible. We could fix those things ourselves, so we did. And we didnt complain about it mostly because we were really tired of working with them. 
  At this point I dont want them in my home. I want a refund for the fan installation and the shower floor installation so I can find someone who will do it right the first time. 
  
  Sincerely,
  
  ***********************

  Customer response

  10/03/2023

  Photo of shower with dips that pool water and have stained grout. There is also multiple areas of cracked grout. *** stated this is totally normal, which I couldnt find online. Everything I found said the grout was like mixed improperly. I wasnt even going to bring that up but since their response indicated we were just being difficult due to a faulty fan I thought I should mention it. 

  

  Business response

  10/11/2023

  We wont be doing any more work on your property and we will not be giving you a refund of any kind. You have already left us a bad review and called the BBB and filed a complaint on us. We have no plans to work with you all again.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩