J&G Carpentry

Mr. I'm sorry you had a hard time scheduling. Our installers do work on the weekends, but unfortunately its a bit harder to get scheduled due to a lot of customers wanting to schedule on those days. Our installers do offer to put our customers on their waiting list in case a customer cancels and or reschedules their date. Once our installers and or measure techs get sent the work order, they do have up to 48 business hours to schedule. They will also leave messages until either the customer reaches back out and or they try and call again. We would never force anyone to take off work, we just advise for it to be a day that someone can be home for the installation. Please be advised we do our best to make the customers happy and will always try and work around ours and the customers schedule to make sure we and the customer can get a time and date that works best for all.

J&G has been partnered with The Home Depot for over 28 years as one of their leading service providers. With this partnership, comes a system. We first go out and perform a measure, which measures the opening and provides the store with the proper information to order the correct doors. At that point, the store then reaches out to the customer to order the correct doors for that opening. In this case, Mr. had already purchased his doors online and then purchased a measure from THD to see if we could install the doors. Aside from this being done backwards, this was a very odd install. When *** got to the residence to perform the measure, it was an install that he immediately wanted to "out of scope". J&G's scope of work through THD is to REPLACE doors. This was nothing of the sorts. The job requested was adding two barn doors to a room opening, where they would meet and create a corner to close off the room. When Ryan made the customer aware he was going to out-of-scope the job, the customer insisted that the job be done. Against his better judgment, he agreed.

*** completed the measure and discussed details with the customer. It was noted on the measure sheet, "This install is not a standard job. Custom install." *** had quoted 4-6 "man power hours". The standard install labor for a barn door is a specification price of $225 each. J&G has no bearing or input as to what The Home Depot corporation decides to charge customers. Seeing as how this was not a standard install, and was made clear this was a custom install, additional charges do apply. While *** made him aware it could take anywhere between 4-6 man power hours, custom labor pricing is done by the job, and not at an hourly wage. The customer was made aware of ALL charges, agreed and purchased the install through The Home Depot. There were no charges after the fact and he was aware of everything.

Interior doors are generally a one man install. Due to the nature of this install, our crew chief decided to rearrange some scheduling and send out two of his best installers to ensure that everything went smoothly, which it did. This install did take two hours. But because we quote man hours, we still fall very clearly within our quoted time. "4-6 hours", two men (instead of one) at two hours a piece, equates to 4 man power hours. If it would have made the customer happier, we could have easily sent one installer which would have rounded out the full 4-6 hours and it may not have been able to have been executed as clean and smooth as it was. We went the first route for what we felt would produce the highest level of customer satisfaction.

To be clear, J&G DOES NOT handle any monetary transactions. The customer pays Home Depot for their install, and then Home Depot pays us our portion of that. For Mr. to say that we swindled money is incredulous and unfair. He was never blindsided with any additional charges and purchased the install with full awareness of what he was paying. Upon this discrepancy, we reached out to the store and installer. THD and J&G partnered up to offer the customer $150. According to the store, due to no merchandise being purchased through this order, there was no way to refund it as cash or credit to his card. The store offered him the $150 in store credit, to which he refused. His request did not fall on deaf ears; he just simply was not able to be given what he wanted. It is very clear from the pictures, that the job the customer could get no one else to do, was performed to the highest of quality and he got exactly what he (knowingly) paid for.

Mr. J., a property manager had us pull a permit to replace his tenants door. Through the beginning stages of the permit process he was made aware that this permit would require a final building inspection through the city of Port Saint Lucie. Mr. J. then made his appointment with us to schedule his final inspection. We informed him, as we do with all of our customers, that the inspectors can arrive anytime between 8:00 AM and 5:00 PM. We made it clear that someone must remain at the property until the inspector arrives, if not it could fail for no access and additional fees may apply. When it came to the day of the inspection, the inspector arrived to find a lock box on the door and no one home. Per municipality rules, someone over the age of 18 must be present to let the inspector into the residence. It was then failed by the city inspector for no access. We informed him that he would have to reschedule and he absolutely refused. We informed him that if he does not complete his final building inspection, the city of Port Saint Lucie could place a lien, issue a code violation, code enforcement could become involved, among many other things. This could impact any future refinancing, selling or pulling any additional permits. These are NOT a result of any actions taken by J&G Carpentry, but consequences that purely come from the city municipality. We attempted to explain this to him many times, but he remained very hostile and uncooperative with us, including hanging up on us multiple times. We sincerely hope to work with Mr. J. to schedule his final inspection so that his project may be completed and he will not suffer any future consequences with the city.

J&G was hired to replace Mr. front door and remodel both the guest and master bathroom. The project passed ALL inspections for each phase.

In the master bathroom, we installed the standard hollow core pocket door and frame. Post installation, the customer then complained that he was not happy with the standard hollow core door. We then uninstalled the hollow core door and installed a new solid core door at no additional charge to the customer. In master bathroom closet, we also removed all drywall, redrywalled and painted at no charge to the customer. Also, at no charge was the insulation of one of the walls which was located on the wall that backed up to the neighboring apartment and an additional wall in the guest bathroom.

J&G went above and beyond for Mr. installations. We even ran his cable wires through his walls for him, again, at no extra charge. The customer was unhappy with preexisting conditions (ex. painted hinges which were replaced at no charge) or items that he agreed upon in contract, but decided against post installation. We went back out time and time again to address all concerns that the customer had. The last site visit, we ensured that his son was present as well. At that point we did a walk through with him and made sure everything was checked and approved. If customer has any additional concerns, please make us aware so we can find a resolution within reason.