ComplaintsforBordner Home Improvement

• Initial Complaint

  08/31/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  The contract for 3 windows needing replacement was signed by me 5 July 2023. It states window size, which doesn't seem correct to me because of the large width of 'graphite foam insulation' inserted around all edges of each window. The salesman didn't tell me that the original window trim pieces would be replaced with new trim pieces and that I would be responsible to get the color applied to match the other trim in my condo. The contract states "no painting will be done" but I was expecting the original trim pieces to be reinstalled, and certainly didn't expect to see gaps where the new wider trim doesn’t cover the much wider space as well as wall paint damage beside the new windows. Because the windows appear to have been incorrectly measured, large gaps, which look about the width of the original trim (as seen in photos “1a, 1b, & 1c”), needed filling on each side and the new trim is at least >50% larger than the original trim. The new trim is also in a different wood which was impossible to match to original trim coloring. Nowhere on the contract is it stated that new trim pieces will be used. When it came time to install the trim pieces, the workers were going to install unfinished trim on the windows that are about 20-feet high and impossible for me to reach. It was agreed that I could have some time to get the needed coloring applied to them, which was impossible to match. The finished job shows gaps around some of the trim, drywall covering & paint pulled off with removal of the original windows, and the trim that doesn't match anything in my home. (photos starting 1d, 1e, 1f) Email and photos have been sent to Bordner and a response was emailed by the Project Coordinator, "I relayed your concerns over to the Production Director on 8-23 at 1:25 pm. He said that him and 1 of the Owner’s would be discussing together to rectify your concerns." I've heard nothing since that email.

  

  Business response

  09/11/2023

  Dear *****,
  
  I hope this message finds you well. Thank you for reaching out and sharing your concerns with us regarding your recent window installation. Your feedback is important to us, and we take all customer concerns seriously.
  
  Having carefully reviewed your complaint with the BBB, we would like to address a few key points based on your feedback.
  
  First and foremost, we want to emphasize that the contract you signed is a legally binding document that outlines the scope of work agreed upon. Our team diligently followed the specifications outlined in the contract, which included the selection and measurement of the windows you chose.
  
  We understand that seeing the finished product can sometimes differ from expectations, and we appreciate that you had specific preferences upon seeing the windows. You requested a change from insert windows to full-frame windows, and we made every effort to accommodate this adjustment.
  
  It's important to note that many of the concerns you mentioned, such as gaps, foam insulation, wider spaces, and paint issues, are a result of these requested changes to the original order. We acted in good faith to fulfill your requests, including providing additional labor, materials, trim, and staining, all outside the initial scope of the contract, to ensure your satisfaction while maintaining a warrantable product and service.
  
  We have documented evidence of your agreement to pay in full as specified in the contract, as well as records of communication between our team and yourself. Furthermore, our Production Director has already discussed your concerns with you, and we have shared these matters with the company owners.
  
  At this point, we are unable to proceed with redoing work that was originally signed and agreed upon. Any adjustments or modifications to the project, including addressing the trim or wall finish, would need to be managed separately, such as hiring a painter, drywaller, or carpenter to meet your specific requirements.
  
  We understand that this may not be the ideal resolution you were hoping for. However, we want to reiterate that we have fulfilled our contractual obligations, and once the payment is complete, we would be open to scheduling a conversation to explore any further additions or changes to bring your vision for these windows to fruition.
  
  We appreciate your understanding and look forward to resolving this matter to your satisfaction. If you have any questions or would like to discuss this further, please do not hesitate to reach out to us.
  
  Best Regards,
  
  
  The Team at Bordner Home Improvement
  
  

  

  Business response

  11/27/2023

  *****, 
  
  Per our phone conversation with our Production Director and yourself, we are sending two craftsmen to your home tomorrow. 
  To paint, touch-up, and address the wall around the windows. 

  Customer response

  12/03/2023

   
  Better Business Bureau:
  
  This never should have happened in the first place.  It appears the guy that measured the windows measured the glass inside their frames to be replaced- not the exterior edges of the entire framed piece of each window.  This caused large exterior areas needing the foam filling and then the original trim pieces that were supposed to be replaced wouldn't cover the exposed foam filling.  I have reviewed the response made by the business in reference to complaint ID ********, and have to accept this resolution as satisfactory.  I'll have to live with the mis-matched trim but the guys that repaired the drywall and painted the wall to cover exposed unpainted spaces did a good job as seen by management in the photos they took.
  
  Sincerely,
  
  ***** *************

• Initial Complaint

  03/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  April 25-27 2022, shower and flooring installed. June 02, 2022: After numerous complaints about the flooring said they'd replaced the flooring because they had had several complaints about his flooring. On July 29th 2022, they were here to replace the flooring. On the 30th we called them regarding the toilet leaking. On the 2nd of Aug. 2022, we had ***** ****** come out for the toilet. More complaints about the flooring; pieces not together and pinching feet, etc.. On 13 Jan. 2023, bordner person came out to redo flooring. After striping it down (here from 10:30 till about 6 PM) stated the entire sub-floor needed to be covered (not just a small 1 foot by 2 foot area of concern) and they were to charge $100 per square foot =$1600, before finishing! (approximatly 35 square feet). We felt this was extreme! But couldn't leave floor like that! Another toilet leak on 16th Of Jan. 2023.

  

  Business response

  03/21/2023

  Mr. Cunningham, 
  The leadership team at Bordner Home Improvement has thoughtfully reviewed your concern.  We understand that you feel there is an ongoing problem with the installation. 
  In review, our craftsmen determined your water main and piping is what required the plumber, this was separate from our scope of work. 
  We replaced the faulty new toilet with another new toilet to resolve that.
  Prior to installing your new flooring we advised you to replace the substrate and you declined. It was explained that installing your new flooring over the existing subfloor could cause the new flooring to shift, flex and potentially separate. 
  After you notified us, our craftsman came out and determined the flooring and installation was correct, but that the subfloor unevenness and old state resulted in a shift and movement in the flooring.  We installed new subflooring and to help with additional cost we reduced the price to you and did not charge for the labor to re-install the new flooring.
  You have received a new toilet and new upgraded flooring material and were only charged half of the sub-flooring job cost. All of this we have spent over 5 additional trips 2 hours each way to your home to satisfy your installation when we originally requested the sub-flooring be replaced before the flooring, but you had declined. 
  After this review, we are politely declining your required settlement, as we have already spent over $3500 in materials and labor to address your concerns and issues, after the original installation. 
  Thank you, 
  The Bordner Home Improvement Team

  Customer response

  03/21/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
  Complaint: ********
  I am rejecting this response because:  The water problem was caused by the toilet not seated properly and leaking into sub-floor and garage!  There hasn't been a new toilet installed, that was a lie!  These so called explained sub-floor shifting conversations didn't happened until after second floor complaints and floor removed.  Initially the first flooring installed was very thin and Bordner told us that we weren't the only one complaining about it and they would replace it with better flooring.  After second flooring was installed and we complained about issues with tongue and grove not lined up and places hook up - several pieces having problems in different places did they mention shifting sub-floor.  There wasn't an additional 5 visits.  Initially installed shower and flooring on 25-27 April 2022.  #2) 2 June 2022, to look at flooring and decided to replace flooring. #3) 29 July 2022, to replace flooring.  On 30 July 2022, we advised them about toilet leaking and on 1 Aug. 2022, they return to repair leak #4th.. On 2 Aug. 2022 we had **** ****** come fix leak.  #5) 13 Jan. 2023, Bordner here to repair flooring. He installed 1+ 3/4" pieces of particle board on entire floor (@ a cost of $1600.00) instead of just the problem area (maybe 1 foot X 2 foot). That day he was here from 10:30-20:00.  On the 16th of Jan. 2023, he returned to fix leaking toilet again by removing toilet and flooring as well as adding an additional flange, because of the increased 3/4" flooring height. He also fix threshold and shaved door so it wasn't dragging. He was here from 10:30-16:45. My only complaint is how two pieces of particle board cost $1600.00
  

  

  Business response

  04/14/2023

  Mr. Cunningham, 
  Thank you for your response. 
  To give you more details, the cost on our end was closer to $3200. We gave you half off at $1600. 
  We had long distance drive time to pay our team members. 
  We had time plus overtime to pay them to complete it in a timely manner. 
  They had to spend time assessing and evaluating on a previous visit as well as make sure during that visit it would be the right solution. 
  They had to purchase and gather additional materials. 
  We had to remove layers of flooring before removing the sub flooring. 
  Then we had to install the sub flooring, and flooring. 
  There was just more than two boards used along with shims and additional leveling and materials involved. 
  Then the 2 hour drive back, and waste and disposal fees. 
  We chose to eat half of those costs even though you rejected our initial request to replace the sub flooring before the initial project start. 
  We understand your perspective and complaint, but from our end, this is a case of we have no way to win with you, due to pursuing a project against our desire to work on removing the sub flooring during the initial project. And some complications with the initial flooring, which we have already rectified. 
  We have gone above and beyond to rectify this for you. 
  

  Customer response

  04/19/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
  Complaint: ********
  I am rejecting this response because:Response:  
  We paid $12,976.00, for a shower and flooring and an additional $1,600.00 for two sheets of Particle board to cover our subfloor that wasn’t removed as stated.  We didn’t have a new toilet put in which was also fabricated.  The flooring removed was flooring Bordner put down. As far as we know the only additional purchases were part of the paid for shower and flooring and or damaged things needing replaced.
  After the initial installation of shower and flooring there were issues with the flooring flexing and tongue and groove not aligning properly.  We were told by your people that the flooring installed was too thin and had had complaints by other customers.  Your personnel agree to replace it with a different product.  
  Additional issues were with removing and replacing the toilet.  Several times after putting it back in it was leaking because of seating issues and causing damage to our garage ceiling (which we didn’t charge to repair).  The last times were because the floor had been raised by the particle board installation raising it by ¾”. Additional flange was needed.  
  The drive time and disposal were part of the job.
  Our biggest question was why did two sheets of particle board cost $1600.00!!!  We paid up front for the job to be done.  Your additional charges are because the job wasn’t in a timely manner and issues by your company.
  Note: The (6) pictures you sent were only two with 3 copies.
  We choose Bordner because we thought we were getting professional work. We weren't told there would be extra charges if Bordner ran into problems and we'd have to pay for their workers salary, etc...
  Regards,
  ******* **********

• Initial Complaint

  09/29/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  The salesman on 9/13/22came to our home . in his presentation showed my wife and I it costs on the average 34000 dollars to remodel a bathroom. We showed him the two bathrooms and the work we would like done . He used a sheet of copy paper to write his estimate. He scribbled some figures down. Told us the price would be 34000 dollars. But he said if we do not finance the remodel. He could talk to his supervisor and the price would be 28000 dollars. He said he would go outside and call him . He went out the door stood there . Did not call anyone. Came back in said we can do that . Wanted a check for 9334 dollars. He said he would hold it till three days. He would email estimated contact. After three days he called my wife told her he needed contact signed . She told him it was not printed for review. He assured her it is the estimated correctly . She approve it . He forged her signature. On 9/20/22 the estimate was finally copied for review. An employee from Bordner came to measure bathrooms we noticed he had a certain rod for one of the bathrooms. We wanted shower doors for both bathrooms. We expressed to the employee we wanted a door. The employee said he would notify the salesman. On 9/20/22 the salesman text me . He apologized but said it would be more money. I told him my wife and I thought that price included shower doors for both. He said no . It would be 1200 dollars. I told him that was not good enough. Then he said we could have the door for 647 dollars.He said he on the 20th he sent the change order. I told him it was sent in a format we could not copy. On Monday 9/26/22 I agreed to pay him 28647 dollars. After consideration my wife and I decided they are not in good faith. We decided to cancel on 9/28/22 . The salesman told me it was to late the check was cashed. The approval of the estimate was not until 9/26/22 . My wife called the office left message with receptionist for supervisor to contact her . No response. We want cancellation , funds returned

  

  Business response

  10/04/2022

  ******* * *** ******, 
  
  From Bordner Home Improvement, 
  
  We appreciate your written concerns here. 
  
  Our Design Consultants do not use pen and paper for pricing, only for measurements. Our pricing is in our digital proprietary system on our iPads. It is not true that he would have ‘scribbled some figures down’ that related to pricing, other than measurements for the project and specific options. 
  
  Our pricing is NOT made up by our design consultants, they are restricted to our prices inside of our system and they are allowed to make some price drops to allow discounts and specific offers like for military, first responders, and some educational, or product specials. It is not true that he made up a price. 
  
  We have the call log available from when he did actually call our Sales Director to accommodate a deeper discount. It is not true that he didn’t call, sometimes they text or call. 
  
  The email of the contract being emailed to them is dated for 9/13/2022 sometimes it hits spam or promotional tab, but it was emailed as requested by the customer for their review. 
  
  When we followed up the wife indicated she wanted to go forward with the work. We do all of our contract signatures through a docusign and leap software, attached is the time stamp and details of her signature coming from her personal email. It is not true that we forged her signature. 
  
  When they asked for changes to the original scope of work, additional costs would be incurred, and we again deeply discounted those changes to accommodate our potential customer. 
  
  The customer decided to cancel after the 3 days of recession and beyond the legal date on our contract. 
  
  The customer, *******, called into our contact center and verbally harassed two of the members of our team. This is not healthy to be verbally abusing our support staff and we had our owner and sales director along with the design consultant reach out and extend a cancelation. 
  
  The customer was demanding his check be returned, and even threatened to come burn down our office to get his check. At this point we restricted our team from communicating to him. 
  
  The resolution is that we are willing to refund the entire amount and not proceed with the work. But this complaint is littered with lies and inaccurate information. 
  
  We gave a reasonable price, they agreed with the pricing, we accommodated their changes and requests, cancellation was requested after the date of what would be the full cancellation amount. But our owners agreed in good faith to accept a full refund and cancellation even after verbal harassment and threats of endangerment to our office and staff. This is a liable case against Bordner that the customer has accused us of. 
  

  Customer response

  10/05/2022

  [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,
  
  ******* *******

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