Good afternoon, this is Dimitry from Visage windows.
To begin with i was in shock to see this review from this customer, after providing so much help and benefits to them.
We did their first project 3 years ago. Than they called us back to install another 3 windows. I came to the appointment, we spent some time talking about details, they asked me that i can install their own CASING only , which is fine and i said Yes , sure. The price for their new project , i calculated according to the old price list, not the new one.( which is obviously higher). I always like to keep my customers happy and trying to give them the deals they would never find.
Any ways, we booked the day of installation over the phone. That was convenient day for the customer and one of our team, My installers came on time, installed 3 windows, put extension and foam insulation inside, outside caulking, and when the time came to install the casing, customer said :" We didn't get it yet, so can you guys come back and install it when we'll get it".
My installer said " Sure, you just have to arrange the time with Dimitry".
So, our job was delivered, and installed , and customer decide not to pay the whole balance , and kept $400 from the balance, even it wasn't our fault that the casing wasn't there.
It was fall time, busiest time of the year for a window company, so I called the customer, and say that you will have to wait a little bit extra time in order for me to send an installer and finish the job with the casing. They said they understand, and they can wait.
I was trying to arrange the time for my installer to go and finish everything couple of times, the customer always couldn't make it, and again its fall time, busy time!!!!
Finally we found a convenient time for everybody , my installer came to the customer house, Marilena wasn't home, there was her husband Sebastyan . So my installer start putting the casing and Sebastyan said, don't you guys have to change this casing as well? and he pointed to the extension. My installer explain to him that , this is not a casing this is an extension, and the way he installed it , its connected to the window frame from opposite side, so it's not possible to remove the extension now without taking the whole window out first. Sebastyan said he would have to talk to Marilena first and than they will call us back. My installer left.
I got a phone call, from Marilena, she was extremely unhappy to hear that. So i explained to her once again the difference between the extension and casing, and if she would mentioned to us earlier that they will provide their own extension we would never put our own, the way the extension installed and all procedure. I mentioned to her that, if she wants us to install her own extension and casing, we would have to reinstall everything and than put it back from the scratch. Because it involves extra labour , material and time, and it wasn't OUR MISTAKE, she would have to pay additional $400 for installation only, not to Dimitry, to THE INSTALLER, so he can spend the whole day taking the window out carefully, take it apart , put everything back and finish everything the way, so this family would be happy.
And Marilena said Yes , it's fine, i accept it. The only condition i have is that this has to happened and be completed in 2,5 week period of time, if i wouldn't come by this time, than they would have to hire someone else to finish this job. I said no problem.
So we came back to the house in 2 days ,very promptly. My installers did everything step by step like the customer wanted, to make sure that they happy, because that's how we leave every customer house. They finish everything up, clean up the job site and left. They said the customer was happy and satisfied, and than we got this review.
So i think it is fare to pay extra money for your own mistakes, if i made any mistake , i will pay for it from my pocket, i would never come to customer and ask them to share the expense between us, if it's my mistake i always pay , And its not about the money at the end of the day, its about your reputation. I would never become rich or poor if i would do this project ( 3 windows), but I wanted to help and i think i did my best . Hope this respond will help to make the right judgement for our potential customers.
Thank you
Best Regards
Dimitry Glyeba.
Reply created 20 Nov 2014
