Shutter problems spur remodeling complaint

Shutter problems spur remodeling complaint

COMPLAINT: Jenifer Lucas, Gainesville, Va.

"I signed a contract and paid the required deposit for Case Design-Remodeling Inc. to reduce the size of the pass-through from my kitchen to my dining room, replace a large Corian bar with a smaller marble piece, and install four shutters.

"It was impossible for the carpenter to paint the shutters without getting a great deal of paint on the hinges.

"The first piece of marble sent out was the wrong size, and the light color of the marble showed numerous yellow streaks - as opposed to the pristine sample I was shown.

"The shutters were removed and disassembled, and the project manager said that he had tried to remove the paint from the hinges. I also asked that the shutters be sprayed with the paint identical to the glossy paint used for the trim in my home.

"When the shutters were re-installed, the flat backs of the panels showed bumps from where the multiple screws had been re-inserted. By this time, I'd had my fill of this company and did not have the time to continue to pursue this matter with them.

"I might add that the project manager's response generally was that if I was dissatisfied, it must be my fault."

DESIRED RESOLUTION: "I want a full refund of $5,300."

RESPONSE: Frank Harlow, vice president, Case Design-Remodeling Inc.

"Occasionally a customer's expectation of the agreed product differs from ours. However, we do feel that it is our responsibility to communicate and not the customer's responsibility to understand.

"We do strive to resolve issues of miscommunication to meet the client's expectations. However, I can't say that we were prompt with getting back to the client and keeping her informed along the way.

"We received a call from the client with concerns of bumps on the backside of the doors. If these bumps were noticed at the time of installation, the carpenter or the client would have not accepted them.

"The client has requested a full refund for project that was 100 percent completed to her satisfaction. However, we do feel responsible to compensate her for the warranty work on the bifold doors that she has asked us not to replace.

"We would also be happy to give her the doors if she would like them."

STATUS: Resolved

Editor's note: The member informed Angie's List she was issued a $2,500 refund and considers the matter resolved.

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