Complaints

• Initial Complaint

  01/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  1. Quality of Service Issue and Incorrect Hardware Installation: 2. Improper Installation of Doors: 3. Inadequate Weather Stripping Installation: 4. Absence Insulation or Seals around the Door Frames from the Exterior: 5. Poor quality of the Schlage Entry Knobs and door hinges: 6. Poor Quality of Front Door Sidelight Panel: Exterior Finishing's 5-year Complete Coverage Guarantee, which explicitly states: " if at any time within 5 years after Exterior Finishing installs Siding, Soffit, Fascia, Eavestrough, Windows, or Doors a problem arises that can be attributed to the quality of our installation or the product we installed, Exterior Finishing will correct the problem at no cost to the homeowner." Regrettably, Exterior Finishing company , seems to seek various excuses to evade fulfilling his promises related to the warranty. I am seeking a resolution that upholds the standards of quality and professionalism expected in the provision of home improvement services. I appreciate your attention to this matter and look forward to a prompt and thorough investigation.

  Business response

  13/03/2024

  ** *** ****
  I will address the customers complaints in the order that they appear in their letter addressed to you. I am the new owner of Exterior Finishing beginning February 01/23. While I was aware that there was a warranty complaint from Ms. ******** I was not privy to all the information till that time. Since then, I have tried to resolve this matter as quickly as possible.
  In response to complaint #1:
  The customer upgraded the style of deadbolt that she wanted to be installed on their doors after the doors had been ordered. After we had been informed that that there was a problem with the storm doors closing due to the new style of deadbolt, we sought to rectify the issues with our install team(having the handle spun in a certain location allowed the storm doors to close), and by offering various other options of deadbolts that were similar to what the costumer desired and by offering to install the original hardware as laid out in their original contract. After refusing all options the customer went out and purchased new deadbolts on their own. We offered to install the customer purchased deadbolt hardware, but the customer installed it themselves. We issued a credit on the customers invoice for the upgraded deadbolts and issued a refund for the original charge. We never offered to cover 50% of the price difference, that was a suggestion made by the customer. The customer expressed her satisfactory completion of this matter when she paid her invoice in full on Sept 7th and when we issued the credit and refund on Dec 4th.  *** **** *********** ** ******* ** *** ***** ***** ******** ** * **** ******* Specifically, the emails from September 09/23 to December 11/23
  In response to complaints #2 through #5:
  It is quite common in our northern climate that when the temperatures drop below freezing that moisture will build up on the inside of windows and doors. We often get calls when we have installed newer windows and doors in customers houses and the temperatures first drop below freezing. In the vast majority of cases when we come and do an inspection of the complaint, we find that the relative humidity inside the customers house is higher than the guidelines recommended by CMHC and Health Canada. Once the humidity problem has been addressed, either by use of a dehumidifier, improved air ventilation and movement in the house, or some other method the condensation complaint is usually resolved. If the relative humidity of a home is reduced and the customer is still experiencing problems we move quickly to identify if there is a warranty problem with out product or installation and provide warranty work if deemed necessary. This is a proven process that has resulted in an excellent business reputation within the community and 28 years without a complaint with the BBB.
  The link that the customer has provided is dated information from a 2007 Ministry of Natural Resources document. They have been provided with update information both verbally from multiple people in our office and installation crew. * **** ******** ********* ** * *** **** **** **** **** ******** ******** ****** *** ***** ** **** ************ ****** ** ******* ****** *** **** **** ** **** **** ************ ** ***** ******** ***** ***
  
  An installer was first sent with a hygrometer to inspect Ms. ********* complaints about her doors on Nov 30, 2023, * **** ******** ***** ******** ******* * ******** ******** ***** ** ***** ** ***** ****** *** **** ** *** ****** This is a high relative humidity for the winter heating season.  The temperature that day ranged from -7.2 to 0.1 degrees Celsius.
  Our installer also added extra beads of sealant to the side light panel at that time. This was to try to show Ms. ******* that it would not stop the moisture issues from happening as they are caused by the humidity in the home as opposed to any installation or manufacturer defect.
  
  The pictures of the relative humidity readings that Ms ******* attached are incomplete without information about the outside temperatures included in them. I was present on site when those pictures were taken on January 19, 2024. The temperature outside for January 19th, 2024, went from a low of -28.4 degrees C to a high of -13.1 degrees C.  The entire week was around this average, if not colder.  These extremely cold temperatures require a much lower level of relative humidity to prevent any condensation building up against windows and doors. While the information provided by various industry standards and the Canadian Government do have some variance in what the recommended relative humidity level should be, the consensus is that once the temperate drops below -10 degrees Celsius relative humidity should be below 30%. Or at maximum of between 30%-35% during the winter warming season. **** ****** * **** ******** * **** **** **** ***** Government of Canada Documents that reflect this information, one of which was emailed directly to Ms. ******** the information in the others were relayed verbally during my inspection and in writing in emails from the previous owner.
  The stains on the trim of the basement door are due to the combination of an absorption of moisture from condensation on the tile that was installed after our door, and due to the fact the customer purchased unfinished trim and never applied any finishing treatments to the trim to help prevent moisture from being absorbed into the wood. Again, we tried to explain to Ms. ******* that if the relative humidity in the house was at a lower level these problems would have been much less likely to have arisen even if her trim had remained improperly finished. This was addressed with the customer in email from the previous owner dated December 06/2023 which is attached in the email .zip file
  As for the moisture(frosting) on the storm doors that is a common occurrence as storm doors are not sold or designed to have any insulating value. It was explained to Ms. ******* that when warm moist air from her home hits the cold storm doors as she enters and exits the main doors it will condensate and result in frost. It was further explained that if the relative humidity in the home was lower this would be less likely to happen and any resulting frost would be less severe as well.  The storm doors are designed to shed this moisture without compromising the integrity of the door or storm door. This frosting is not a result of any improper installation or manufacture defect but is a natural occurrence with cold temperatures and storm doors.
  The hardware and hinges that were sold to Ms. ******* are the standard that we have installed on hundreds of doors in the Thunder Bay and surrounding area with out issue. They are not designed to withstand the excessive consistent exposure to moisture that is present in Ms. ********* home. If the humidity issue was addressed, we would have been happy to replace the rusted parts. Currently, if we were to replace the parts, they would just rust again due to the high humidity present in the customer’s home.
  In response to complaint #6:
  During the January 19th inspection it was noted that the front door side-lite unit did in fact have moisture between the panes indicating seal failure. Since this is covered under Exterior Finishing’s warranty policy, we promptly told Ms. ******* that it would be replaced. The glass was ordered and is being shipped today, March 13, 2024. Once the glass arrives, we will schedule a day to come and replace the defective sealed unit.
  General response to the complaint:
  It is important to note that at every opportunity both the company and its staff have stated to Ms. ******* that if steps were taken to address the relative humidity in her home that we would be more than happy to come back and inspect the problems again if they were still happening. We offered a variety of solutions to address the problem, i.e. using a dehumidifier in the problem areas, as well as trying to identify the underlying cause of the high humidity i.e. was an air exchanger installed when the customer had a new furnace put in.
  Instead of taking our professional advice, Ms. ******* has stated that she sought out other professionals come in and inspect our work. When asked for the reports and images that were provided to her from the other professionals she refused to provide us with any information. I specifically stated in several different emails, included in the .zip file, that if information was provided to Exterior Finishing and it showed an insulation or installation problem that we would be willing to come back to further inspect and make repairs in accordance with our warranty. In my last contact with Ms. ******* I stated that if she was unwilling or unable to provide the additional information, I still had one solution that I would be willing to discuss with her. Instead of responding to me to discuss this solution Ms. ******* decided her best course of action was to submit her claim to the BBB.
  I am still perfectly willing to offer Ms. ******* the same solution through the BBB claim in hopes that we can resolve this manner amicably.
  While still insisting that there is NO evidence to support a warranty claim due to improper installation or manufacture defects, Exterior Finishing is willing to:
  Remove and replace the trim on the lower door, while inspecting for, and replacing, if necessary, any lack of insulation or sealant.
  Remove and replace all rusted hinges and company supplied hardware on both doors.
  Re-exam all sealing on both doors and the side-lite unit (not including the glass which is already being replaced and is covered under warranty)
  Exterior Finishing is only willing to complete this work, free of charge, under the following condition:
  Ms. ******* will release Exterior Finishing from all further warranty claims.
  We are only asking for this condition as it is our strong evidence-based opinion that these issues will reoccur if the humidity issue is not addressed. This will result in the same claims being made against the company’s good name the next time there is cold weather in the area. This will result in extra labour and time to address these complaints through no fault of our own.
  
  ** **** ******* ******** *** ******* ** *** *** ** **** ****** ** we feel that we have done everything that we possibly could to rectify this issue with Ms. *******. If there is any other information that we can provide, please do no hesitate to contact me.
  
  I look forward to having this matter resolved to the best interests of all parties.
  
  Sincerely,
  Travis ********
  Exterior Finishing
  *************************** ***** *** *** **** ******* *** *** ****
  
  ** ***** ****** ** ****** *** ***** ***** ** ******** *** ** *** ***** ****** ** ****** *** ********** **** **** * ********** **** ** *** ****** * **** ****** **** **** ** *** *** ******* ****

*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. ↩