Just Need To Customer Vent

IHI

Well might as well start from the beginning and this is kinda long too-sorry. Back in August was contacted to give an estimate for a new picture window and new patio door for these customers. Got the best windows and all options my manufacturer had to offer and told them it'd be 2-2.5 weeks from order date until they came in. Homeowner insisted THEY install them, Husband came upto me before i left after finalizing order he'd rather we do it, but somehow his son had become a contractor since last time he had seen him, so wanted to let his son do the work. no problem I said, then he asked if he could call me to come over with any pointers if they get stuck, to which I replied I'd be happy to try and answer anything over the phone, but cannot afford to pull off scheduled jobs to walk them through an install that his son should easily know how to do if he's a contractor.

Windows came in and I dropped them off the 2nd or 3rd week in September, husband said son was coming back into town in a week or two so they could get them installed, and asked how I'd do it-so I took the time to explain exactly how I'd perform the work. couple weeks later I get a call from his son who's in the middle of installing the patio door asking about how to do this, and that, then asked if I could come over and walk them through it!! Told him I'm booked up the next few weeks and I already explained to your dad I cant take time out of my schedule to help with an install for nothing, but your dad said you were a contractor so you should be able to easily take care of the install. Later that day the dad/husband called and said one of the window frames had broke...it was not broke when I left because I mulled the units together and would have noticed it easily. I'm out of the mix so called the window compnay which sent a rep over to check out damage and between us/window company it was the homeowners fault by doing whatever they did, but factory would still warranty it no questions asked.

Went back today since window company dropped off frame, made the mistake of not checking new frame before I disassembled the front picture window which consisted of a casement/PW/PW/casement-homie wanted to have the casements in the center so operating with curtains would'nt get in the way of operating windows-no problem since I had all new mull strips sent. After I went to reassemble (free of charge mind you) is when I found out the window frame was sent hinged wrong. Now thw wife comes in and starts up with her mouth about these are the crappiest windows she'd ever seen, wish they would've gone through Homoe Depot with their windows instead, we just want this job finished since it's been going on since July.

I bit my tounge and said I'll do everything in my power to rectify this situation as quickly as possible...but she keeps on beeotching. I get the window reassembled and move onto fix a peice they broke on the patio door. Before I disassenbled anything I checked for operating-screen was VERY stiff to open/shut. Tore it apart/fixed broken piece and ressembled. Then she chases me out to the truck telling me the screen was worse than ever-it wont open....now I'm getting irritated and she keeps beeotching.

Now I've reached my boiling point but am keeping my composure and asked both of them to come with me so I can show them the problems. First the patio door, when they instlled -the house had polysytrene sheeting and when he and his boy nailed it into place there was a nice 3/4" crown on the top which was also twisted pretty bad (from them nailing fin too tight and crushing the polystyrene) causing the screen track to twist/bind up on the screen door itself. I told them what they should've done to prevent it and sprayed some WD40 on the track which helped, but I told them the only real fix is to pull the brickmould back off, and strighten up the door.

Picture window unit-they installed shims in the center of each of the 4window frame casuing a bow since all the wieght of the window was focused on a 6" wide strip smack dab in the center. Took them outside and showed them the outside stop they installed ALL THE WAY AROUND-meaning across bottom of window too even over the weep holes-was going to be a water catch all and literally rot the existing wood window frame from the outsid in since all the water will eventually leak through and sit on the sill. Also pointed out how the one side was 3/4" out of plumb-meaning when they installed the ouotside stop it was correct at the top but as it made it's way to the sill the stop worked it's way 3/4" towards the interior. Then asked the wife if she could please produce my estimate/contract/invoice-which showed an order date/downpayment prior to windows being ordered as 8-20-05. I then walked them through the time line and asked how she was coming up with going on for 4 months to get windows when it was 3 weeks from time they ordered until they had the windows and another month before they even started the install??

Husband did'nt say too much and she walked away. I told the husband I would try to get the frame within a week time by driving to the factory myself and picking it up personally and would supply and instll all new interior jamb extensions/casing around picture window since they had screwed up and busted a piece. He put his head down and apologized for his wife and understood what I meant after explaingin everything and said they should've just had us install them from the beginning and just do what I could for them. So once this is all said and done, due to their fock ups's I'm losing a day and a half from the repair today, to driving up 2hrs round trip to pick up new frame, to replacing frame again, supplying and installing all new stained oak jambs/casing...all in trying to save face and not get a bad name for THEIR MISTAKES!!!! Trim, gas, and labor all out of my pocket!!

Now am I out of line, and be truthful. I am still mad about this whole situation and am rethinking selling anything to anybody that wants to install it themselves...DIY wanna be's taking a great product, turning it into sheeot and then complaining about it...UUUGGGGHH Sorry so long

Josh

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DelW

Sometimes it doesn't pay to be nice. Hopefully they(or at least hubby) will remember what you did for them next time they have a project.

Tom R

Jeezo, Josh, - - give me your damn address so's after I wipe my eyes I can send you out a frikkin' check or somethin'!!

I think we all run into idiots like that once in a while.

Of course you're in the right, - - just do what you're doin', - - take that high road and do the right thing, if nuttin' else for your own peace of mind.

I don't think it would hurt to write up an 'invoice' for what your actual costs are, - - then leave it with the (guy), - - and tell him any payment towards 'what you would normally charge' would be greatly appreciated.

Then, - - either way just move on and 'chalk it up'.

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Mike Finley

Damn! No good dead ever goes unpunished!

Josh, why were you there doing any work that led into all this mess with them, I thought your part was only selling them the windows and the homeowner was installing them?

Cole

Josh, that has been my rule for a long time now. Get it Im 22.

I will not sell anything to a diyer.

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IHI

Mike-it all started with them wanting to get a price on picture window and patio door. I gave them the price for the material and gave them a second price for installation plus material cost in that aspect. That's when husband dropped the "my sons a contrator line" and stated they'd like to install them themselves. So in my mind, I was okay with still selling them windows/door for a little play money and hopefully leave a good impression of the trasaction and product for possible future work or referral.

that's when everything went to helll in a hand basket and Cole, I'm hearin ya about never selling to DIY's anymore, and can see why the experienced salesmen push the "warranties are not covered unless installed by our certified installers" line.

I should've never gottem involved this far, but since I do a ton of work for the orange box I see customers getting screwed literally everyday and when something happens they get a cold shoulder and a "your on your own" answer. I've always tried to give to go above and beyond in my customer service since it often speaks louder than a standard good job since "there is a problem-now what are ya gonna do about it."

Just the ole betch was really on a role with her mouth and going off into never never land, I bit my tounge without getting testy back at her, but after calming down I see I kind of fell victim to her mouth trying to rectify the situation and keep them happy. I really dont need bad word of mouth, and hope trying to do the right thing and going above and beyond will be brought up at thanksgiving when the family is asking about their new windows. Might not be the way the ole bitty was going on already, but they cant say I did'nt try to help fix THEIR fock up's!!!! But I bet that is one thing they wont bring up-how they screwed up the install in the first place...we all know how that works.

Not only that, just been on a role lately with everything working against me, nothing at all has fallen into place for the past 2 months and just getting at the end of my rope. I wouldnt care if I was dropping the ball, but when you put faith into other people/businesses to handle things and they drop the ball...what are ya gonna do??

Thanks for the vent, gonna go get some supper and dream up how I want my cubie done up lettering wise...all the body parts are getting primed and painted today/tomorrow, taking the truck in next Thursday for cab paint and exchange old body pars with newly painted pieces, then hopefully new lettering the weekend after. Took pictures of the truck today so decal guy could lay out a bunch of different designs/colors/etc...so we can get an eye catching layout done the first time. Tired of driven the white and orange buggy LMAO!!!

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Mike Finley

Well, look at this way, you got a big account going in the Karma department. You sure paid into it on that one, so when you need it some day you should be entitled to a big withdrawl! What comes around goes around -at least I hope it does!

Teetorbilt

Another good guy departs the box stores. WHO will fill his shoes?

Come down here and I'll show you. Fill his shoes? Most here couldn't SHINE shoes.

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IHI

LMAO, I hope your right!! I've been minding my p' and q's trying to be as politically fair and unbaised as possible so I dont have any idea why things are going so terribly lately. Try this on, and I'm not exhagerating, the last 13 bigger jobs IN A ROW from the orange box have been cancelled due to orders being ordered wrong and jobs being scheduled long before material is even at store with HD hoping the material would be there by then. Granted its only about $8K I'm missing out on right now, but I promise all this junk will come in at once and they'll want to schedule it all at once told them before they're my play money so dont ever expect me to drop what i'm doing to fix their screw up's.

This current bathroom I'm remodeling, homies special ordered the tile from HD-HD rep told my customer tile would be in no more than 7 days. So they call me to start the job and we proceed with everything lined up to whip it out...well guess what. Tile ended up coming in 3 weeks late, we're booked up so I had to hire a tile guy to pick up my shirt tales to get it done, once tile boxes were opened up 19 bullnose tiles were busted...and guess what they ended up being short last night to finish the job...16 bullnose tile Homie grabbed wront type of grout, so i went out to exchange it-needed 3 boxes, they had 2...next shipment-10 days. I've got alot more stories in the bag, but it's starting to sound like a pitty party and it's making me thirtsy for barly pop's LOL!!!

I'm sensing Karma will deliver a nice fat winning lottery ticket...

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