Complaints

• Initial Complaint

  08/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I contracted with Smith Construction to custom build a door that opens from the bathroom of my courtyard suite onto the courtyard which is outside. The existing door's dimensions are 33 7/16" W X 96 5/8" H including the door jambs. It has a fixed window glass center. The door had become rusted and inoperable after 24 years so it needed to be replaced. Smith agreed to custom duplicate the door with a smaller glass window which I approved. Smith made all the measurements himself, but what he delivered was completely unacceptable. His door was not the same style as my door and looked more like a standard factory style door. His dimensions were 37 1/4" W X 96 3/4" H, obviously far too wide to fit the opening in the wall. He was charging me $3500 for the door and claimed it was custom built. Why should I pay a customize price for a door that did not deliver what Smith promised and was too wide? His door opened out from the right, but my door opened out from the left, another error on his part. He has tried to pressure me into accepting his door and threatened me with legal action and engaging a local Sherriff to act as a third party on his behalf. He has insisted on revisiting my home to verify the size of my old door, but I don't want him in my house. In the meantime I have contracted with *************** of ******** to custom build my door. Their measurements are 33 7/16" W X 96 5/8" H which are in line with the dimensions of my old door. i have not paid Smith any money, but do not care to be pressured into accepting something which is not what we agreed to. He actually stated that even if his door is too large, he can still make it fit. I seriously doubt that and fear it would end up as an insightful jury-rigged eyesore. It's my home and I won't have it maligned because of a contractor's mistakes. I don't want to be harassed by Smith any longer.

  Business response

  08/21/2024

  I would first like to take the time to thank the BBB for the services they provide by helping consumers and business owners alike. Additionally, I would like to thank the person that would be reading this and taking the time to help alleviate and offer solutions to this situation. Without the BBB and yourself, I was not sure how to handle this situation further because Smith Construction & Plumbing *** is a small family-owned business that is run by a father and son, the only employees of the business. *********** Smith, am the one who holds the builders license **********, and my father *** **********************, holds the plumbing License *********. Ever since I was a young boy my father would take me to work with him, which is where I developed my passion for the construction industry. Since about 6 or so years ago, when I got my building license, my father was the only employee of the business. My father had been self-employed and the only employee of the business until I got my license and became partners with him in the business.The decision to get my builders license and join the business my father has run by himself for so many years was in part fueled by my gratification and thankfulness to my father for the upbringing he was able to grant myself and my siblings. He endlessly worked hard so I was able to receive and do almost everything I wanted, and now by working together with him, it is my chance/ opportunity to give back and lessen the load, so he does not have to continue to work so hard to make ends meet (especially in the current economy and time). To give a little further background into my father and myself and how we normally conduct business, is not by trying to advertise in order to reach and get as many customers as we could possibly. On the contrary, we do not advertise at all and get most of our business by word of mouth by going out of our way to not only make sure the job is done properly but to also make sure before we leave that the customer is 100% satisfied. In the case of ****************, who we were referred to by customers and friends of ours that we have been doing business with and work together for more than 20 years. I remember being a young boy, helping my father out at the referring customer's house, and whether it was being under a sink or leaning over a toilet fascinated by what he was doing and who he was interacting with, to me it did not matter what we were doing but as long as I was with my father everything in the world was good. Fast forward to today and those same customers remember the same time of when I was there as a little boy, and often reminisce at what a pleasure it is to see me still working with my father. When being referred by the customer to a friend of theirs, I was under the impression and thought the interaction with their friends would go much like most of the interactions we have had with the referring customer. We were called out by **************** for needing help with replacing a door that had gotten increasingly worse/ deteriorating from the elements over the years. With the door getting increasingly worse, with time they were no longer able to open and properly use the door like they used to. Upon being called around the first of May, we were able to set up an appointment the following week to come out and look. Having never been to their house of meet them before, we introduced ourselves and began to get a little insight behind the door and what they were looking to have done. At the visit, it was clear **************** wanted the door to be replaced and in which that it was expressed multiple times by **************** that there was no hurry with the replacement of the door because it had been like this for some time and just got increasingly worse, and he would just like to make sure that replacing the door was done properly. Before leaving their residence, I informed them that I would get back with them on a proposal for the replacement of the door and said give me at least a couple weeks to get it together. Additionally, when at their residence and reviewing the door with them, I made the suggestion that instead of going with a full glass door, like what they had installed and needing replaced, It would be more economical and save money if they went with half lite/ glass door. They liked the suggestion a lot and were looking forward to hearing back from me. After leaving the ****** residence which I thought we were both on the same page and understanding as to the replacement of the door, and then more forwardly to the proceeding steps of resourcing, pricing, and ordering to receive the door which would not be a rushed process. To my dismay, looking back at all the communications and everything leading up to this point, it feels as if no consideration was given to our part, and we were merely used for their gain.
  To elaborate and give more evidence for fully understanding the situation, approximately a week after we had visited their home to review and talk about the door needing replaced, I had received an email and then a phone call by the Tanners who were checking in on the progress with the door and receiving an estimate. I told them I would have an estimate/ proposal together for them the following week and before I would send it, I would reach out via phone call to let them know I would be sending. The next week now comes up and from what was originally told to them that they would have a proposal/ estimate in approximately a couple weeks was brought to fruition when I had sent the proposal/estimate to **************** via email. At the time we had come out to their residence to look over the door, ***************** had an additional request that including questions pertaining to one of the toilets in their home that she had noticed and cleaned up water from the base of the toilet on multiple occasions. At the time we were at their house we had additionally looked and flushed the toilet multiple times to replicate and find the problem associated with the water she had found at the base of the toilet. After looking over the toilet, we did not find anything wrong with the mechanical aspect of the toilet, and no leaking water from the toilet when having flushed the toilet several times. What we did end up finding and relaying to ***************** was the base of the toilet had a strong odor of pee (uric acid) coming from it and the water she had found around the base was likely coming from her husband ****************. She next informed us that the bathroom the toilet was in was the bathroom that was primarily used by her husband, and that it would make since to her because at her husbands age she further informed us that he has had increasing difficulty with tasks that he used to not have difficulty with.  After that, ***************** then asked us about replacing the seal underneath the toilet as well as recaulking the base of the toilet. In addition to the wax seal and caulk, she additionally asked about the height of the toilet and if there were any other options for a higher toilet so it would be easier for them to sit down and use. We then informed her that in addition to giving a price for the door they were wanting replaced, we would include a price for pulling out the old toilet and installing a new comfort height toilet which included replacing the wax seal and installing new caulk at the base of the new toilet. When sending the proposal/ estimate to **************** via email, the estimate included both the replacement and installation of the door and toilet. Upon receiving the proposal from us on May 22, 2024, **************** called me the next day May 23, 2024;to ask a few questions regarding the proposal and so he and his wife could make the best decision moving forward to addressing their most important needs.During the phone call between him and I, he communicated and expressed for me to go ahead and place the order for the door, and that the toilet was not something they would need or would like to proceed with. However, in addition to the verbal confirmation behind placing the order for the replacement door,**************** also expressed his concern for his wife and her need for the installation of grab bars around their sunken bathtub that she uses. He asked for my advice on this measure and if I had any suggestions for the installation and placement of grab bars around the tub so it would be easier for her to get in and out of the tub. Upon our visit out to the house this matter was not brought up, but with having experience behind installing grab bars before and additionally with wanting to help however I would be able in order to gain there satisfaction, I told him I would be more than happy to help but would need to come out and look at the tub area or have pictures sent to me so I could get a better idea/ visual of the tub so I could suggest the best course of action and placement of the needed grab bars. The following morning May 24, 2024, I received an email from **************** reconfirming that they did not need the toilet replaced and to proceed with placing the order for the door they need replaced. Furthermore, he additionally asked for me to send pictures of the different available grab bars because when I talked with him on the phone about them, I mentioned that there are multiple different styles and colors, and if we were going to order some it would be to order the style and color that most closely matches their current fixtures in that bathroom.
  From May 24, 2024, onwards, there were several exchanges between **************** and I about the grab bars and the door. Normally when proceeding to place a special order for an item, I will ahead of time ask for a deposit to proceed with the order. In this circumstance, it was **** for me not to, but with being a referral from a long-time customer of ours and not asking for a deposit, I was going out of my way to let them know that I was there to take care of them and make sure everything was done correctly. Each communication I had with **************** past May 24, 2024, I could tell that he was growing restless, the opposite from our visit to their house where he expressed on multiple occasions this was not a rush to be completed. His lack of patience was warranting the impression/ feeling that he was just wanting for all of this to be over. At this point though, everything was primarily out of my hands and in the hands of the vendor, who I placed the order for the door through. From the beginning, it was expressed to **************** that it could be a couple of months until I was in possession of the door. However, after the confirmation for the order on May 24 by ****************, it was every week there after until I received the door on July 16, 2024, that I received a phone call or email from *************** inquiring about the door. With the way my father and I conduct business by being upfront and honest, when **************** would call inquiring about the door, the info I would give him was the info that was given to me directly from the supplier/ vendor. Even though it seemed as though the vendor had screwed up on a couple of different occasions and the information/ excuses they were giving me was ridiculous, I was honest and upfront to **************** when relaying the message and then assuring him I was doing everything I could to stay on top of them so I could receive and install the door. Looking back at it all and how everything transpired, it seemed as if **************** was looking for any reason,he could that would allow him to be able to back out of the contract.
  Upon receiving and picking up the door from the vendor on 7/16/2024, I called **************** and informed him I had received the door and would like to set up a day that same week to try and install the door. The day I tried setting up unfortunately did not work for them, and in order to expedite the door installation I told them I would attempt to try and come on a Saturday (A Non-working weekday) to install. The phone conversation about coming on Saturday was left at ok, call us Saturday Morning and we will let you know whether it will work for us or not. Unfortunately, as Saturday came around, it was not going to work for me to come out and install the door. As I should have called and informed them that I would not be able to make it out, I unfortunately did not,and in which must have pushed **************** over the edge. The following week I had not reached out to **************** yet because, with all that we had going on, I wanted to be sure I had the availability to come out and properly take care of installing the new door. On the other hand, I did, however, receive an email from **************** stating that he would no longer like to proceed with the door installation and that he would be going with someone else. It was later in the evening when I was able to look through my email, and upon reading his email I immediately called to find out more. During the phone call with ****************, it became more evident that he did not fully understand the situation, and neither desired to work together with me to see through the fulfillment of replacing his door. Without trying to steer towards any more controversy and to alleviate any negative feelings **************** had towards me at this point, I then tried to inform him that if he would no longer like to proceed with the replacement of the door at the very least the door would have to be paid for and he could then get whoever else he would like to install the door. Then through multiple communications that spanned the course of two weeks via email with ****************, I tried to set up on multiple occasions for me to come out and either install the door or drop it off. As I tried to come to a middle ground where both of us could walk away happy, and with me not being stuck having to pay for a door that I do not need or can afford for it to just sit in my shop and collect dust, I have been harassed,my character has been attacked, and now I am having to defend my lively hood because **************** thinks the best course of action is to bully and try to take advantage of me.
  I would be more inclined to walk away from the situation without being paid for the door had I been given an opportunity to bring the door they had me order to their residence for us to then go over the different options and possibilities with them. The same week I received and picked up the door I tried scheduling a day and time for me to come out and install. Unfortunately,it did not work out and from there, little did I know it would be the last time and opportunity to try and set up a day and time to come out and start the installation process of the door. The only time that I was in fact at their residence was when my father and I were first over measuring and discussing the door and toilet. With attempting to proceed forward and offer a solution for delivering the door and reviewing everything up to this point, I offered to call the authorities in order to be able to have a sheriff or someone of similar value that was outside of the situation, present while we planned to be there, in case they did not feel comfortable with us delivering and reviewing the replacement of the door. Furthermore, instead of being able to come to an operable solution, my words were then twisted and used against me, and presented as if I was threatening the authorities on ****************. We had been going in continuous circles where I was trying to offer a reasonable solution and would then get nothing but criticism and attacks back by ****************. Wanting only to be paid for the cost of the door, and not for any of our time, expertise, or professional advice up to this point, I additionally sent **************** the exact invoice and cost I had received from the vendor that I ordered the door through. In doing so I was trying to reach a compromise and show I was being forthcoming so we could in turn go our separate ways without any bad blood. In addition to the invoice from my supplier I sent him, I also sent him pictures of the door to show I did in fact have the door. From there he then continued his slander and impartial attacks on myself and the door, saying how ugly and only fitting to a factory the door was, as well as the same invoice I received from supplier did not offer proof to what I paid for the door. I have honestly never been treated so bad by someone before, especially by friends of a referral that have told us on multiple occasions that they would not use anyone else but my father and I. However,despite all the semantics and antics, we have now reached this point and in moving forward without any additional bad blood, all I would really like is to have an opportunity to come back to the ****** residence with the door that was ordered on their behalf for and discuss the different potential possibilities behind fulfilling the replacement of their door through. It would be to start fresh so we could show them that we are there for nothing more than completing the honest, quality work that was originally referred to and requested, and to further gain there 100%satisfaction when it is all said and done. I am not sure if any other solution can be brought forward and made appealing to both of us, but I am open and willing to give anything a try. Your time and help with this matter is greatly appreciated more than you know, and thank you again for all that you do with being an intermediary between customers and businesses, and businesses and customers. If needed or requested, I would be happy to provide all email communications.
  

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