need to b*tch

rcm · 05-06-2004, 08:45 AM

We built a new house two years ago. Nice place if I do say so. Well, we discovered that two very large 1/2 moon windows were haveing a problem, the UV film was sagging. Called the company, very nicely agreed to replace them at no charge. Nice guy came out and measured up for replacement glass. We waited two months for the new stuff made arrangements for replacement and HOLY SHI# they are the wrong size. That's after they took one out to see.

It was fall so we agreed to wait till spring for the new replacements. Well they showed today. I bet that one half section wieghs in at around 500#'s. I mean they are big, 4 guys to get them off the ground. Well, from the second floor they dropped it and it crashed into the doors and windows below.

My dad was there watching over things for us. Hate haveing folks in the house when we are not there.

They are telling me now that it all has to be replaced. That's around 10-12,000 worth of doors and windows.

So, my question is, do I let them get it together and make thier offer on time and replacement from a phone or hold them to the fire?

I think I want a principle , the worker bees and myself meeting at 8 am tomorrow at my house to hear thier plans

I'm taking a deep breath and writing this to help calm me down

::

RickM · RickM's Garage

Rick,

So you're saying that not only did they destroy a reordered window but damaged existing property?

DByers · 05-06-2004, 09:06 AM

Rick, Do not wait. Get a hold of someone high up on the food chain. A princaple or owner of the company replacing the windows. Make sure they are there at your house for the meeting and to witness the damage that has occured. At this point it has gone beyond the workers who are coming out and the owner needs a call from you the customer. Be factually, calm, and above all else respectfull and you should have the same from the owner and his workers. If you feel your needs are not being met tell them. Document everything in writing and take lots of pictures. You may need them later.
Good luck and let us know how it turns out.

rcm · 05-06-2004, 09:31 AM

Rick,
yeah there was a ton more damage from the large window falling from above. It landed on the porch but crashed against the double sliders, cracking glass, wood trim amd bending some of the metal around the doors and frame.

Dan,
Your so right, I already have a call into the installer/manufacturer. At the time I called the cheese was out. Waiting for a call back.

My dad says the worker bees are bummmin' and very apologetic. I guess I can't really mad, they weren't any where near the p-car right?

RickM · RickM's Garage

Rick,

The company hopefully/should have insurance for this purpose. However, thay may elect to pay out of their own pocket to prevent premiums from going up or being dropped all together.

I agree with getting the head people invloved. My suggestion would be to document through pics or video for possible future use.

Unfortunately $hit happens. I see no reason for tham not making this right.

Good luck.

EDIT: Ooops, I see Dan initially suggeset pictures. Well, I obviously agree.

tabs · 05-06-2004, 10:08 AM

Ditto on DB's thoughts...sounds like they wana make good....

thastings · 05-06-2004, 10:27 AM

Once you reach an agreement on the time frame, repairs to be made and the "at no cost to the property owner" clause, have it put in writing, signed by all the contractors and suppliers. THEN, send them a letter telling them "per our meeting and agreement on (date)...", that this is your understanding of who is to do what and the time-frame. Send this certified mail with returned receipt requested. If you already have an attorney, CC him a copy. This puts all parties on notice of what YOU expect and now forces them to respond if they disagree. Being nice will cost you money.
Terry Hastings

rcm · 05-06-2004, 11:42 AM

Terry, Tabs, well, everybody thanks. The installer just called and said they were going to take care of everything. 6 to 8 weeks out for custom windows. He basically said he would agree to getting it in writing. He was very humble and said several times he was very embarassed. Right now my feeling is they are on the right track and doing all they can.
Thanks guys.

DByers · 05-06-2004, 02:17 PM

Rick, Deifinatly have him get it to you in writing. 6-8 weeks from now things can be fuzzy at best as to what was said. He may have all the best intentions and I am sure he does, but you can not take a chance. He should and will have no problem with this as it also protects him. Document everything like I said before. If he is a smart business person, he will go above and beyond the call for you on this. You could become his best customer.

Zeke · 05-06-2004, 06:58 PM

This is what I do for a living. But, I stay away from the big stuff. When things go south, they really go. I'm glad you can keep your composure through this, that will go a LONG way to getting things rectified.

It could have been much, much worse. How would you have liked to come home to see dried blood all over your patio and walks? There are 2 kinds of glaziers, those that have been cut and have the deep scars to show for it, and those that will be. I belong to the second group.

rcm · 05-07-2004, 11:42 AM

The guys who were/are doing the install have been awesome. Called me today here at the office to ask me how things looked when I got home. Also asked if there was anything I would like replaced, other than the list they left me.

They are sending thier replacement list to me on paper. I think so far they have been stand-up. I really can't ask for anymore than that.

Milt, your right I could have found alot of things far worse than my immediate problem w/ the house. I'm glad no one was hurt, really. They make glass everyday. Milt, be careful will ya.

Rick