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New windows in main level of residence
Complete windows and doors installation in condo
Replacement window installation
As Mr. Kearney has pointed out we made an error on product(s)order sizes and unfortunately for everyone involved we had to start again. We are pleased to here that Mr. Kearney is happy with the installation on the bow window. The patio door panel is scheduled to arrive over the next 10 days and it is truly regretfull that the streak in the glass wasn't discovered untill fairly recently as we could have re-ordered it much earlier and had the work complete by now. We were surprised to hear of Mr. Kearney's comments on the self cleaning glass option. We have literally installed tens of thousands of windows with Sunclean glass and the feed-back has been positive. There are, however, specific instructions for the care of Sunclean that must be followed. We provide written instructions to all of our customers. Although far too many things went wrong with this installation I would like to point out that we have spent a significant amount of time and resources in the resolution of this matter. There has been extensive communication between our staff and Mr.Kearney and our efforts will continue until they are satisfied with our product and installation. Accordingly , we have not asked for payment.
Getting behind on exterior home improvements because of weather is something our tradespeople have to contend with all the time. So to catch up sometimes they spread out crews on several jobs at once and work until 9:00 or 10:00 at night. Then they start out early in the morning and do it all over again. In this case that is exactly what happened. Working late put them in conflict with the client's schedule as well. According to our records, our usual clean-up routine suffered because the customer needed them to leave. The installers intended to finish some exterior work while the client was gone but found they couldn't do that without being able to open the door so they had to come back once again.
We pride ourselves on leaving the site as clean as we found so we had no qualms about having the client's carpets cleaned. We also issued a $300 credit to the customer for her inconvenience. It was issued the day before her review was written. The client had not received it at that point because this purchase was financed through a bank and we do not issue credits until our company has received payment from the bank. I expect she has it by now.
It is regretable that the renovation week did not go as smoothly as it could have but hopefully the new windows and doors will provide comfort and beauty for years to come.
A re-measure is always done to be sure that everything the client wants done can be done and to confirm the sales consultant’s estimate. Consultants try their best but sometimes things are missed or overlooked on first estimation.
On this project it wasn’t actually a case of not needing a transom but that a transom would not fit in the space available. Because it could not physically be done, the client was credited $200.
In the same manner that our Recheck Specialists sometimes discover installations that are impossible or unnecessary (like this client’s transom) and we have to reduce the contract cost, it also happens that they discover additional construction complications that the sales consultant did not take into account. In this specific incidence the home is a row house without access to the rear yard and the wall knock-out was on the second floor. Tedious, removal of a few bricks at a time through the house and down a flight of stairs to the front would make this project much more time-consuming than originally anticipated. Tradespeople must be paid fairly for their time. The best and most skilled wouldn’t work for us long if they weren’t.
It is important to note that when the client was upset with the extra charge, the product had yet to be ordered from the manufacturer and she was given an opportunity to cancel but she chose not to and the order was placed.
Every BHHI written contract clearly states in bold writing, in large font, in a bordered text box: Estimated Delivery 6 to 9 weeks and the client was, in fact offered a September 5 installation date. At that point, with staff hours already spent and product now delivered and waiting in our warehouse the client stated her wish to cancel and was, understandably, told it was too late.
At this point we have realized that, even though she has not had a chance to see our quality of work, our products or take advantage of our service and warranties, we cannot please this customer and will cancel her home improvement project.
