Improper installation of new window cost additional $5800
Improper installation of a larger new window costs us additional $5800. After inspection by our structural engineer, we were warned that the new window was not installed properly using wrong support (LVL and lentil), therefore, the second floor was at the risk of sinking and collapsing. LVL and Lintel used were significantly under weighed. GTA Direct Window and Doors didnt accept to pay to fix the problem.
GTA Direct Windows & Doors is a small family-owned company. No issues or concerns will be addressed after installation. Decisions and plans are made based on NO technical knowledge and no support available after the window is installed.
The new window initially cost us 11K but it was installed against the code underestimating the weight of the second floor. Wrong size LVL and lentil were installed (both significantly under weighed). After inspection by our structural engineer, I sent all the information to Alex but he held us responsible to pay for the proper re-installation of the window.
Alex asked for another $1,600 if we wanted the window to be re-installed properly using the right supports. When the installer came, he refused to follow the engineers plan unless for more money. We ended up paying $5800 extra to the installer. This wouldve been only a few hundreds more if Alex had done this right first time.
Alex did not accept any responsibility for the wrong installation of the new window. He blamed us for everything, and he did not compensate any part of re-installation we paid.
His lack of knowledge, professionalism and honesty is not acceptable.
- Approximate cost of services:
- $17,000.00
- Company Response
Dear Mehnroonsh,
Thank you for your feedback.
Over the past three years, you have entrusted us with three projects, including the one mentioned above. Your loyalty to our company has always been greatly appreciated and valued. As always, our commitment to providing the highest quality of product, service, and installation remains our top priority.
When we were assigned the cut-out job for your home, we carried it out based on the information you provided. After completion and inspection, the job was deemed successful, and you expressed your satisfaction.
A month later, you informed me that your engineer had some concerns. I immediately acknowledged this and contacted your engineer. He explained that your home project had been extended, altering the structure of the existing wall where we had performed the cut-out and window installation. According to the new project requirements, additional support for the window was needed.
I promptly reached out to you to explain the engineer's request for adjusting the window support and informed you of the associated extra cost, which you agreed to. When my installer arrived to make the adjustments, your engineer requested additional materials not discussed previously. My installer accommodated this request, purchased the necessary materials, provided you with the receipts, and you paid for them. The engineer then confirmed that the job was officially completed.
I understand your frustration with the additional costs. However, I want to emphasize that we addressed your concerns as a priority, and the reinstallation was completed within days according to your new project requirements.
Our intention is always to deliver our services with sincerity, professionalism, and care towards our clients.
I hope this detailed response clarifies the situation. Please do not hesitate to reach out at any time.
Thank you for choosing and trusting GTA Direct Windows and Doors.
Best regards,
Alex Razimor
GTA Direct Windows and Doors