Written by Window World | Posted on Friday, September 10, 2010
Window World Location : Spokane
“It is with great satisfaction that I write this letter to you on behalf of my wife and myself. I am not usually given to endorsing or putting down on paper my thoughts with regard to a home improvement project but in this instance we both felt it was necessary and warranted. Please allow me to explain.
My wife and I secured no less than 6 bids including yours to re-do our atrium windows. Prices ranged from as low as $2,700 to well in excess of $15,000. We simply smiled and said “thank you” to all of the estimators. We were cautious, but understood that we would have to pay a fair amount in order to get what we wanted. We were nervous, but felt that we would have to spend around $7,000 to get what we were after. Out of all the estimators, your Sean Murphy was by far the fairest and best we saw. In trying to quantify what made him stand out I can only tell you he seemed the most honest and respectful of our home and the ideas of what we wanted. That and he ACTUALLY STOOD ON YOUR WINDOW! We laughed at the time; however that simple demonstration totally won my wife over. In addition, when he explained Window World’s lifetime warranty terms I was feeling pretty good about your company too. After getting the last estimate, we sat down and went over all the pros and con’s with each company and what there was offered. Some simply said the job would be too difficult and we should board up the atrium, roof over the top, and reframe the entire area for smaller windows. (Yes, TWO estimators actually said that). Pella, the original installer, wouldn’t stand up to their warranty and wanted over $10,000 to do the replacements. One had a 10 year warranty, one a 25, and so on, and so on, etc., etc. Again we came back to Sean and Window World. Solid windows, an actual plan to install, and a lifetime warranty. The decision was made.
Following the second meeting to finalize the install and price, Sean went over the area with a fine tooth comb. Again he was extremely courteous and informative. He answered all our questions and was able to put us at ease with the process (one I was already familiar with after 24 years in construction). After the paperwork was signed and a check delivered, we were told I would get a call from the installer. Within the week Kris Thompson called and set the pre-install appointment. I was interested to see what he would come up with as I had looked at the job and realized instantly it would not be easy. After he arrived and summed everything up, he approached me and went over the difficulties with the install. He asked if he could confirm some issues with his boss, and within 1 hour Kris, Sean, and Kris’s supervisor (I don’t remember his name) were going over the install problems. I half expected them to beg off on the job but to my surprise they formed a plan and took the final measurements. Wow. Sean sat back down and we went over the final issues and to our surprise we ended up with a $20 refund! We were assured that all would be taken care of and we would get a call within a few weeks when the windows were close to finished to set an install date. Sure enough one of the office workers called about 4 weeks and right on schedule set up the appointment. Kris arrived with windows and woodwork in tow on the 7th.
Again I was extremely pleased to realize how caring your entire company was with regard to our schedule. Kris was running behind (a fact I remember full well from my days swinging a hammer) but we got a call notifying us of this so all was well. He carefully and skillfully removed all the old windows and frames, as well as some of the trim necessary to complete the install of the windows. All this and he didn’t trample one flower or rose in the garden that bordered the atrium (a fact not lost on my wife. She was very worried her garden would suffer). With the windows in, he went to work and very skillfully re-trimmed the entire window series with all new sills, casing, and headers. What impressed me most was his attention to detail. I honestly could not have done a better job and it’s my house! It took him two full days plus one hour and yet he never so much as cursed under his breath. He was courteous with my wife and children and never seemed to mind the dogs under his feet or my daughter asking him a million questions. When he was done each day, he cleaned up his mess and checked with us as to whether or not that part of the job was adequate. Again this was most appreciated!
In closing, I would like to say I am amazed that a company such as yours still exists. With so many cynical and unethical companies in business today, it is refreshing to find a company such as yours with old-fashioned values still doing business based on fairness and keeping your word. Sean is a great face for your company who believes in finding solutions vs. looking at the problems. He showed your product with skill, and at no time seemed intimidated by my construction background or the issues our project faced. Kris is a skilled young carpenter that your company is lucky to have on your installation team. He is courteous and treated our home like it was his own. He asked when he had questions, and offered advice when it was asked of him. I can go on and on but to all of you: estimators, office staff, fabricators, installers, and supervisors I give you a very heartfelt “thank-you” and “job extremely well done!” You have earned 5 out of 5 stars in our book, and every reference and referral we can give you.”
Blaine & Jo Ann Porter
