THORNTON CONSTRUCTION

To Thornton Construction : My wife & I own the house located at [ADDRESS]; Vestavia, AL. I have spoken with you previously about issues with the windows [they do not open & do not sit flush with the inside sash because they slant outward from Right to Left], & you provided the manufacturer - Monarch Windows. I contacted Monarch to describe the issue; they sent a representative to examine the windows & determine if the issue is covered under the warranty. The Monarch representative said that because the builder painted the outer tab of the window balance, the warranty does not apply. He also gave me contact information where I can purchase new balances to resolve the issue. I contact you today, seeking your help to remedy this matter since the incorrect & improper painting the balance has made the windows unusable - thus a fire safety matter & a significant energy issue. I greatly appreciate your cooperation with this matter, & thank you for your time. I look forward to hearing from you. Respectfully, HP PHONE # EMAIL I sent this to Thornton Construction [TC] via their website 9/26/19 AM Jim Thornton [JT] responded in the afternoon; we spoke for 25 minutes starting at 1:28 PM; these are my contemporaneous notes of the call JT asked what I wanted TC to do; I repeated what I had written above - I simply sought any help/direction/information TC could provide to resolve the issue JT said that the communication above implied that I felt TC is obligated to do something; & that “I don’t owe you anything” [“I” meaning [TC]]. Furthermore, JT told me the home warranty was for 1y after construction & only for the original owner I already knew this & didn’t mention anything about a builder’s warranty I also told JT that the letter didn’t explicitly or implicity say TC owes me anything; neither do I don't feel entitled to anything. I simply contacted TC, since they built the house, as suggested by the window manufacturer & the AL Home Builders Assoc [they both told be the builder likely wouldn't take responsibility because the warranty had expired - which I agreed with but as they said, what could it hurt, & thought TC may direct me toward a reputable entity to to fix the windows since TCs work voided the warranty.] JT says multiple times during the call that he didn't owe me anything, though I never stated or implied anything of the such. To the contrary, I clearly stated multiple times that I don't believe TC owes me anything, that’s why I’m asking & thanking them for taking the time to read my communication & any help/information they could provide It was almost as if JT refused to hear that & consider the customer service POV & help I told JT that this conversation amped & confirmed, as I felt a tinge of racism - in that I’m brown, so I don’t deserve the same basic consideration that another race would. I told him, it was just a gut feeling He said that’s not true because he’s never met me, nor does he know my race My name is “HP”... you may not know my race, but it’s pretty clear what it’s not I explained to him that the vibe felt like when some asks you “where are you from” coming from a racist point of view I’m not saying that the question is inherently racist; it’s not. But, you [at least I have from personal experience] know how the question is getting asked when it is; it’s a vibe thing. JT then asked “why did you ask Monarch what they would do” since they made the windows; they’re not my windows This neglects the fact that TCs painting job voided the warranty I had already asked Monarch for direction & they had provided it, as I indicated in the letter submitted on their website So why would JT tell me to do what I had already done So is he saying that I should hold Monarch responsible for TCs error that voided the windows warranty? We talked went back & forth, & the vibe from the beginning [that my reaching out to TC annoyed him] felt more palpable in how he spoke, essentially indicating he didn't care b/c he doesnt “owe [me] anything”, thus I am basically garbage & wasting his time I told him thanks for his time & confirming how I thought he would respond. I also would make sure the appropriate entities know of this & to leave a review reflecting this conversation. He said he had no problem because he knew I would “tell a story” [implying I would purposefully misrepresent this conversation] I told him that I would be as honest & objective as I could He said that was fine; I could do what I felt I should I called him “a piece of garbage” & said have a nice day, as did he & we hung up I called back to apologize, & to my surprise, he picked up & listened to my apology My apology included a personal statement that I was wrong & shouldn’t have called him a piece of garbage because that’ inappropriate & usually not how I interact with people. I explained, as best as I could, that part of the reason I ended the call that way was because of how he had treated me & made assumptions about why I had called despite my explicitly saying he assumed incorrectly & why I had contacted TC I finished by repeating that I felt he treated me like garbage & that the interaction we had brought that out. I against acknowledged by faults & repeated my apology & said have a nice day This is quite possibly the worst or **** close to the worst customer service I have ever had

They had five floor plans for us to choose from. The models were really nice. They did a great job building our house. It only took three months. The walk through went real well. The house was built quicker than we thought, and the sales rep was considerate and very helpful. They were professional and I would recommend this builder.

They did a decent job in the construction of our home. In fact they completed it in record time. We changed the completion date on the contractor at least twice. Because of this they had to take short cuts, and had to pay the price for making them take these short cuts. So even though the grade was lower I couldn't really fault them on that.

Thornton Construction had our whole house finished when we wanted it to be. They had a good policy where you had thirty days to put together a list of anything you felt needed tweaking or repaired. But there were only a couple of minor things that needed changed. They also gave us a one-year guarantee that covered everything top to bottom.