WTF, Over? Another True (Horror) Story

Fitzpatrick-WTF.

“My current client wanted to replace windows in the kitchen that my company was coming in to remodel.”

WTF: And we all know that windows have nothing to do with the interior space to which they belong. Why the hell didn’t she wait to have the windows incorporated with the remodel? She likes chaos? She enjoys cleaning up building debris twice?

“…since no exterior walls were changing in the forthcoming remodel, she chose to have the windows put in before I came on the job--figuring that would be one less thing for my company to have to deal with.”

WTF: After almost a year of writing this blog with Peg, I might need a facelift. How about I get my husband’s plastic surgeon friend to do my eyes first, and the surgeon doing the rest of the skin and flesh job will just work around that, later.

“Then, rather than have her husband and friends install the windows, or wait for her contractor to start her kitchen remodel, she went with this reputable company and let them set up the install of their product.”

WTF: Right. I’m having a new computer system designed and installed by a professional tech—but let me buy my own wireless router (from the reputable Comp USA) and let them set it up, and hope it works with the rest of the system.

“They ought to be the best at it right? Plus, they claim to have a specific installation technique, or guidelines, so it all made sense.”

WTF: A great product is only as good as the skill of the labor that’s installing it. You mention later that the installer was a general. I’ll bet a double-hung Anderson that he’s a subcontractor and not an employee of the window company. Contractors that subcontract for manufacturers, even reputable ones with great products, are like the guys who do work for the home centers; most (but not all) tend to be as Peg calls them “shack bandits.” They are usually small timers or newbies without the social, business or trade skills to have built up by referral their own list of eagerly awaiting clientele—like Peg and her company have.

“One small caveat to the job was that the installers use a standard interior trim that was not compatible with the rest of her house trim, so she asked them to leave the inside trim off and her contractor would do that at the end of the job.”

WTF: So she tried to fit a standard installation into a custom remodel. Is that a clanging bell I hear? What’s that big red shooting flare on the horizon?

“For days I looked at the installation of these windows, wondering who the hell had been the butcher on this job. The more I looked, the more upset I became; first because these were MY clients, and someone had burned them—though they didn’t know it.”

WTF: If they are such great clients, why didn’t they have YOU, PEG, install the windows?

“It maddens me that my client did all the right things—and still, her job went to hell.”

WTF: Peg, I think your ire is misplaced. These folks chose not to contract with you for a complete remodel; they split responsibility in order to save money and screwed themselves out of you and your company’s responsible and exquisite workmanship. And now you’re trying to fix it for them? You are more compassionate than I.

Moral of Yet Another True Story: as a Homeowner, don’t split responsibility on a remodel, unless you really know what you’re doing. And don’t be cheap.

Hiring the Experts can hurt too

Koontz - I enjoy Jodi's horror stories, in that sick, "told you so way". Too often, way too often, I've seen them in action. Sadly, I've also seen the same scenario played out when client's hire "the experts".

Case in point-my current client wanted to replace windows in the kitchen that my company was coming in to remodel. First, she picked a well known brand of window-a company that has a great reputation and has been around for quite some time. Then, rather than have her husband and friends install the windows, or wait for her contractor to start her kitchen remodel, she went with this reputable company and let them set up the install of their product. They ought to be the best at it right? Plus, they claim to have a specific installation technique, or guidelines, so it all made sense. Thirdly, since no exterior walls were changing in the forth coming remodel, she chose to have the windows put in before I came on the job-figuring that would be one less thing for my company to have to deal with. One small caveat to the job was that the installers use a standard interior trim that was not compatible with the rest of her house trim, so she asked them to leave the inside trim off and her contractor would do that end of the job.

It all seemed straight forward. Until my partner and I show up on the job. For days I looked at the installation of these windows, wondering who the hell had been the butcher on this job. The more I looked, the more upset I became; first because these were MY clients, and someone had burned them-though they didn't know it. And secondly, because of the butchering, my job on the inside just went from a day job to a week of straightening out someone else's mess before I could even try to trim these windows out.

Eventually, the client remarked that the windows weren't operating correctly. When I suggested that she call the company, she hesitated-the general contractor on the install was a brusque kind of guy, and she didn't really want to deal with him again. So my partner suggested that she let me call the company-his implication to her was that I was use to dealing with those kind of guys. That idea appealed to her, and it gave us the in to try to correct some of the problems that were going to cause us a nightmare.

I bypassed the general on the job and went straight to the manufacturer, believing they would have more incentive to not have their reputation sullied. We don't have a resolution yet-but the company representative did travel three hours to walk through the job with my partner and me, and hear our list of concerns. The installer was on a lengthy holiday over this month, so we're waiting for action still-but I am hopeful that at least some of our problems will be addressed.

It maddens me that my client did all the right things-and still, her job went to hell. The window company is good, but they have no oversight of their installers, and client's don't know enough to look at a completed job and know if it's right or not. By the time I walked my clients through this job and pointed out what I wanted to talk to the window rep about, they were astounded at what they hadn't noticed.

So I just have to wonder, how many jobs has that installer done this year?