Founded 1953 • With Angi since December 2002
Service Provider ResponseBecause we care very deeply about our reputation and the happiness of our clients, we take concerns and problems very seriously. We do our best to resolve issues as efficiently as possible, with the goal of satisfying every one of our customers. At the same time, there are limits to the service that any company can provide. If someone purchases a car and, after a year or two, engine problems develop because they never changed their oil, the fault does not lie with the dealer. In this case, our customer chose a door with a dark-colored stain for a heavily exposed, west-facing front porch. There is nothing wrong with that, but given the beating that the finish takes from the elements, it does require periodic top-coating to prevent the stain from fading. That maintenance is noted as being necessary in the warranty. As our client notes, we responded to all the problems that they reported, and we took care of everything that we could conceivably be responsible for. This includes problems that, given our knowledge and experience, we are skeptical that we caused. However, as concerns the issue that prompted this review, we are in no way responsible for ensuring that the door receives the maintenance it requires. The customer did not apply new top-coating after the original top-coat wore down. Consequently, J & J is not at fault for the fading that followed. Nevertheless, as a gesture of good-will, we provided our client with the stain kit they mentioned at our own expense. That stain kit includes all-new matching stain and top-coat, allowing them to more easily remedy their problem. Our notion of fairness is broad, and we've done everything we can to treat this customer fairly. I'm very sorry that they view this as insufficient. Nevertheless, we'll certainly use this situation as a lesson in managing expectations, so that we might continue to provide our clients with the best service possible. Sincerely, Jake Parker Owner, Manager
Service Provider ResponseBeing a family business whose success depends upon providing superior service, we take feedback very seriously. In spite of our best efforts, we do make occasional mistakes. We recognize that properly responding to such mistakes and learning from them are critically important. With that being said, consider the following: Our service coordinator was the person that took the homeowner's call. Our coordinator is acutely aware of our lead times for small window repairs. Given the high demand for those services, we often require a week before scheduling a time for a technician to visit a home for such work. It would be hugely counter-productive for us, and for our coordinator in particular, to promise something we couldn't offer. Within moments of seeing this review, I spoke with our coordinator about this incident. He remembers the homeowner's call and is confident that he never promised to call back to schedule within a day. In trying to look upon this incident as a neutral party, I can imagine that our coordinator could have possibly misspoke, saying "day" when he meant "week". However, something else that the homeowner states in their review also points to them being mistaken. The homeowner says that "John would call that day or the next day to set up a date." While John *is* the name of one of our service technicians, none of our techs schedule themselves. Such scheduling is handled by our coordinator, and I think it is *very* unlikely that he would have said anything to the contrary. Consequently, I see no reason to fault our coordinator in this case. At the same time, we certainly don't hold any ill-will towards the homeowner. To the contrary, if we made any mistake here, we apologize for it, and we'd welcome the opportunity to demonstrate our quality to the homeowner in the future. Meanwhile, this incident will reinforce for our firm belief that setting and meeting our clients' expectations is essential to our continued success. Best regards, Jake Parker Owner, Manager
J & J Siding And Window Sales Inc is currently rated 4.9 overall out of 5.
J & J Siding And Window Sales Inc is open:
Monday: 8:00 AM - 5:00 PM
Tuesday: 8:00 AM - 5:00 PM
Wednesday: 8:00 AM - 5:00 PM
Thursday: 8:00 AM - 5:00 PM
Friday: 8:00 AM - 5:00 PM
J & J Siding And Window Sales Inc accepts the following forms of payment: Check, Visa, MasterCard, Discover Available
Yes, J & J Siding And Window Sales Inc offers free project estimates.
Yes, J & J Siding And Window Sales Inc offers eco-friendly accreditations.
Yes, J & J Siding And Window Sales Inc offers warranties.
J & J Siding And Window Sales Inc offers the following services: From small repairs to complete remodels, J & J can help with windows, doors, siding, soffit, fascia, gutters, awnings (including retractable awnings), sun rooms and screen enclosures, pergolas, and decks.