Windows, windows, windows

The window installation was finished, supposedly on time, but in my book late. If you are supposed to start a 2 day job on Monday and don’t bother to start until Tuesday, it is impossible for you to finish on time.
Add to it we were supposed to have a Project Manager who would be our ‘go to’ for everything. We were told he would be here everyday the workers were and that he would be responsive to any of our questions. LIES! All lies!
To begin with, he never came to the house prior to the job start to see what the job really was all about. Bad practice dude! The first time we heard from him was a half an hour after they were supposed to be here for the job when he was calling to tell us they wouldn’t be showing up because of the inclement weather. Ironic is the fact it wasn’t inclement at our house. The weather was bad at their office which is almost 50 miles south of our house. I was upset. I called his boss, I logged a yelp review and provided them with a google review letting the world know how lousy this experience was becoming.
Fine, that is water under the bridge. The crew showed up on Tuesday morning. If I were in charge, they would have been here earlier to show a good faith effort to please the customer. They showed up, but it was after 9:00 am! To add to my frustration, this fictitious PM wasn’t with them. Really? That is not how you provide good customer service. The PM finally showed his face around 1:00 PM, but not until the lead called telling him he needed him to make an appearance.
This PM was here a total of 30 minutes. Okay, I will bump that to 31 so that I can say he was here for 1 minute per window we were having installed. This PM should be FIRED!!!
Day 2, the crew shows up around 9:00 am. Again it caught my attention that they really don’t start very early, even if they knocked off mid-day the day before. Not impressed with the work ethic exhibited here. To be honest, the slippage and the lackadaisical approach to the schedule screwed them out of a tip, which I had budgeted to give them if I were impressed. As frequently happens when you have a set of tasks that must be accomplished before a job is done, they ended up working into the night to complete all of the windows. They got it done, but it was definitely cold and dark before they were finished with the install.
Now comes the time for us to sign off on the work. Well, first, it is dark outside, we cannot possibly see. We refused. We liked the crew and the lead was a reasonable guy, so we negotiated to sign off enough that they could go home. If we had insisted on waiting for the PM, they would have wound up staying overnight for a lot of nights because as of this writing I still haven’t seen the assigned PM again since the day we started. Again, this PM should be FIRED!!!
As happens, eventually the office is going to want to be paid. It took about a week, but the office realized that we had not signed off on the install and were still waiting on the PM to get his lazy ass butt to our house to do a walk through. These guys did a decent job of installing the product, but I had noticed a couple of things that weren’t right and I expect them to be fixed before we sign off and pay. I have left my house torn up so I can show someone who cares the things that need to be fixed. I have forged ahead with ordering new window coverings as I knew there would be a lead time before delivery and I would really like to have all of this done before Christmas. Crazy talk to have a project that I started in June done by December!
I have other things to do in my life than wait around for a non-responsive PM to schedule to walk-through. Wednesday morning I went for a pedicure. Trust me when I tell you I needed on. No way could I wear winter boots without getting this done. I guess since a week had passed we triggered something in their system as lo and behold, all of a sudden the elusive PM started calling both my landline and my cell phone every 10 minutes. So glad I was having a pedicure and I always, always, turn my ringer off for my personal appointments. Saved this jackass a ton of grief as if I had picked up the phone, he would have gotten a piece of my mind and some serious instructions on how to do his job better.
Later Wednesday afternoon, I was at home working on things for a party I have wound up doing this weekend and here comes a knock at my front door. It was Ben from the company who we hired to do all of these windows. (For the record, I really like Ben! Ben has the kind of customer service skills that I appreciate.) I was thrilled to see him. For the first time in a week I felt like we might actually get something done!
Somehow, someway Ben had found out we hadn’t signed off on the contract and since he was in the area to do another measurement job, he thought he would stop by and see if there was something he could do to help. God bless Ben! He spent two and a half hours walking through the house with me. Taking pictures of every little nit and damage we had identified. Ben is a man of action. By the time he left, I had a date and time that the correction crew will be here to fix things. The job is not completed, but at least we have a date and Ben was smart enough to not try and push me for payment. Stay tuned.

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