ComplaintsforPaul Construction

• Initial Complaint

  07/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We contracted with this company to complete an enclosed patio and deck. Once the job was completed we noticed that one of the doors continued to not close properly and actually once locked it was impossible to open causing a safety issue. I have tried repeatedly to have the company respond and fix the issue but to-date the issue remains. The sales person Deron P******** never replies to my texts/emails or VMs and only if I ask my nephew who is a friend of his does he even reply. The last reply in Mar 2022 was that he would order a new door and I have not heard anything since that.

  Business response

  08/12/2022

  In response to *********************** complaint about our lack of effort to repair her sagging storm door (#********).
  
  The first complaint of a sagging door was a year after the installation of her room and said door.  At that time, we responded with the promise of repairing the doorway to satisfy our past clients…as we always do.  During the time period that this promise was made and not acted on we were and still are in the Covid world of delays in products, availabilities and shortages.   The door for her room was special ordered.  It takes long enough to get a non-special ordered door let alone special order in todays construction industry.
  

  As promised, the project repair has been started (where I usually wouldn’t before having all parts but honestly as usual we try and satisfy our client’s needs).  The project repair commenced prior to the BBB complaint, but not everyone has patience. 
  
  When originally building the project, a special order ceiling was requested by Maureen while in the midst of the building process….this delayed the completion of the project approximately a month and delayed final payment on the project.  Paul Construction is very aware that projects evolve and sometimes in order to satisfy a customer we must have patience…..patience is a virtue.
  
  As for the complaint of a safety issue, there is no safety issue….the single room totaling approximately 300 sq.ft. has three exit points, not one.  If there was a safety issue, another one of the two exits within 15’ of each other could have been used.
  
  As for knowing her nephew….I have no idea what relevance that has to this complaint other than finding a reason to make me feel bad…it does not.
  
  Paul Construction does not control the speed a special order item is received and does not control the production of said product.  The product is scheduled to arrive to our distributor on August 15, 2022.  If the item arrives as explained we can finish the half repaired project promptly and hopefully safety and satisfaction can return to our clients life as promised.

  Customer response

  08/12/2022

  [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:

  Although the response indicated that I only complained a year after completion that is utterly untrue as I was previously dealing with the Project Manager for well over 6 months previous to my contacting Paul Awning and Construction directly in March  The Project Manager has since left the company but can easily validate my prior contacts regarding the defective door.  I am hopeful that the door will be replaced as indicated.

  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. ↩