ComplaintsforTMK Construction LLC

• Initial Complaint

  04/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  November 2018, sliding glass door was installed in my home by TMK. In July 2019, I reported to TMK that the door was not functioning properly: door lock did not work and door was almost impossible to open. Because of labor disruption due to Covid, TMK as unable to send out anyone to look at door until October 2020. When they did come out, they removed and inspected door and advised that it was DEFECTIVE (warped) and could not be repaired, but would be replaced under warrantee. October 26, 2020, sales rep from TMK said he had ordered a replacement but supply line issues due to Covid meant there would be a delay in receiving the replacement, but when it came, it would be replaced under warrantee. August 16, 2021, I followed up and received no response. I went through chemotherapy and radiation beginning the end of 2021, continuing through end of 2022, and was unable to follow up during that time due to other priorities. April 12, 2023, I called headquarters of TMK and explained the situation. They advised I would receive a call back within 1-2 weeks from sales rep who original work order. It is now April 24, 2023, and I have not heard back.

  Business response

  04/25/2023

  Ms. *********

  At the time you initially expressed concerns about the door, we came out and inspected. Our guys adjusted the door to help it slide more smoothly when it was determined that the issue was not the installation, but the door being defective due to being warped and the manufacturer would have to be contacted.  At no time did we imply that TMK Construction would be purchasing and installing another door as it was not faulty work, but a defective product.  Brent indicate to you via email on 10/20/2020 that he did have a call and email in to the supplier ******* ******) and the manufacturer *********), but received no response.  The manufacturer should have been contacting ****** Lumber who should then have reached out to you to move forward with any claims regarding warranties. Our suggestion to resolving your issue would be to contact ****** Lumber @ ************ to follow up with them regarding a claim with the manufacturer of the door.  

  ****** Lumber / Invoice date: 10/8/2018 / 8' x 82" ******** Patio Door Replacement Frame

  As far as Brent stating that we were having trouble getting materials in, that was in reference to the windows you were requesting and estimate on to be installed in the house that you had purchased from your father.  That had nothing to do with the other job that had already been completed
  

  Business response

  05/15/2023

  One of our supervisors emailed the customer on 4/26/23 that we contacted the supplier and the supplier filed a claim with the manufacturer.  Customer was informed via a following email that the product was not defective at the time of installation, but after some time became warped from the heat, sun, and overall weight of the door.

  As of today, we are still waiting for JELDWEN to make contact with the customer to set up a time for inspection.  We will continue to check in with the supplier to make sure that they are following up with the manufacturer and keeping them accountable for the claim that has been filed on the product they provided.

  Customer response

  05/15/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed are below.

   

  I did receive an email indicating they contacted the supplier.  I also saw the email stating that the door was not warped at time of installation, but I have no way of knowing if that is true or not.  I find it hard to believe because the door never worked right, and I have neighbors who will attest to that fact.  The reality is that the door is defective and my attempts to get it replaced have been ignored by TMK, who would not respond to emails or voicemails sent to the account rep over the time since it’s installation.
  
  Regards,
  
  ****** *******

*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. ↩