ComplaintsforGarner LLC

• Initial Complaint

  05/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On April 20, 2023, we had a scheduled installation of an exterior pre-hung side door with Garner LLC. Agreed upon price was $350. The business owner Ilya S********** sent an employee who did not understand the nature of the job and who we could not communicate with (he did not speak English). It soon became apparent that the employee did not know what he was doing. The employee left suddenly and my husband discovered the job looked entirely unfinished. Door was left with multiple gaps and damage to molding, framing, existing siding trim, and block. Old wood threshold was left in place, door was left open and with keys in it, old door and trim was left on the property. Employee left without making any attempts at communication. Ilya was called and came that evening and the next day to repair damage. However, it was not enough to disguise the damage employee did. Caulking is thick and messy to try to hide damage/overcutting to door molding. Siding trim is sliced through in multiple places. I intend to get an estimate from the siding company on replacing the damaged siding though I don't know if that will matter if the molding is so overcut underneath all the caulking. I would like Garner LLC to pay for the siding repair. If the siding company feels they cannot fix it, I would like my money back for the labor ($350) and the cost of the door ($365.98), so I can get a new one that hasn't been badly damaged installed professionally. Photos included are after the employee left and prior to Ilya's caulking of the door and repair of the block.

  Business response

  05/16/2023

  This is certainly not an outcome I desire with any of my work, and I understand and empathies with the stress this caused the customer. This is the first situation of this kind that I had dealt with and also a first complaint. The worker clearly failed to communicate to the customer or myself that he needed more material to complete the job, so I did the best I could to complete it that same day, and returned to finish it completely the following day. However there were still issues that needed to be resolved. I responded to the customer complaint the same day I received it on Saturday 5/13, and on Monday 5/16 had resolved the issue with a payment that she had confirmed was acceptable to bring this to a resolution. 

  Customer response

  05/17/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me. 
  
  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. ↩