Allied Siding & Windows

Service Provider Response

Thank you for taking the time to provide a review on our company and for taking the time to speak with us earlier this week. This review is atypical for Allied in the DFW area, and our entire team was surprised and disappointed that things didn't exceed your expectations. For a more complete picture of the nature of the job for anyone reading this review, I've provided additional details below. After discussing the project with each member of our team, I think our biggest error was not explaining the time parameters of the job accurately and completely at the beginning of the project. From Allied's standpoint, each aspect of the job was completed ahead of schedule. Had we outlined the timing of each process and when each part of the job would be handled, perhaps we would have created a different perception in the homeowner's mind. The primary project was a sizeable siding project. We scheduled the job, re-measured for accurate ordering, ordered the products, received the products, shipped the products to the home, removed the old covering, installed the new James Hardie siding and painted the new siding with two coats of Sherwin Williams paint in just over 3 weeks. That was all done ahead of Allied's internal deadline for completion. The cable re-installation was something new to this installer, despite that he has been with us for years. When this was brought to Allied's attention, it was corrected promptly for the homeowner. Overspray happens on occasion, as we haven't yet figured out how to control the wind! Our teams are equipped to correct this when it happens, and this was also corrected promptly for the homeowner. Our teams are trained to look for things that can be a benefit to our customers. We try to add value by correcting things that are a snap for our trained installers, but perhaps not in the area of expertise for most homeowners. Anything that is offered is supposed to be handled as a "bonus" to the homeowner, but completed when the project being purchased is finished and paid for. In this case, Allied offered to change out a window free of charge. From my discussions with the Allied team, the window was offered for free, but the timing of that job was not adequately explained to the homeowner. The free window project was delayed by a few things that were outside of Allied's control. When the siding job was completed, the scope of the free window project changed. Replacing one window would have created a mismatch situation with other windows on the home. As a result, Allied replaced an insulated glass unit instead of an entire window unit. Allied isn't a glass replacement company, so this created a lengthier process, increased cost (which Allied absorbed) and the need to outsource this to a glass company (Allied also absorbed the cost for this). Also during this time, the homeowner was on vacation for a week, which also impacted the installation of the insulated glass unit. Despite the additional cost that Allied paid for the homeowner's free window, Allied took care of it to exceed the homeowner's expectations. Each of our projects is overseen by a Production Manager. This person keeps the pace of our jobs on track and has regular communication with our customers and each of our installation crews. Our Production Manager calls each homeowner, introduces herself and provides her contact information. Our sales professionals will typically stay available during each project in case questions arise, but all questions and needs are supposed to be directed to our Production Manager so that they can be addressed immediately. In this case, the homeowner made numerous calls to the sales professional. In most cases, it wouldn't be an issue; however, our sales professional was out of the office on a medical leave for an entire month. That said, he talked to the homeowner several times per week during the project and did so from a recovery bed. Normally, calls are returned within two hours. In this case, it did take a little longer for the sales professional to return calls due to his medical procedures. After the siding project and the free window project were completed, we graciously accepted the homeowner's desire to contract with us for another project. Additionally, we appreciate him indicating on his signed project report card that he would recommend Allied to others and that he was willing to be a reference for Allied. We certainly regret that proper expectations were not established and explained at the beginning of the project. We also regret that the final impression wasn't where we strive to leave our customers. And lastly, per our discussion with the homeowner, we regret that there isn't anything else that Allied can do to change the impression. We are proud of the completed project, and we trust that the homeowner agrees that the final product is both beautiful and expertly installed.

Service Provider Response

Thank you for the kind words and the excellent review. Allied Siding & Windows works hard to ensure that we have customers as pleased as you were, and we're grateful that you chose Allied for your home improvement needs. If you know of anyone who needs similar service, send them our way, and we'll give a referral bonus!

Service Provider Response

Thanks for your kind review and the opportunity to provide work on your home!

Service Provider Response

Thanks for the kind words and the excellent review. When you're ready for additional services, Allied will be more than happy to take care of you again!

Service Provider Response

Thank you for the kind comments and for taking the time to share your experience! If you know anyone who might have a similar need, refer them to Allied and earn a referral bonus! Allied is proud to have you as one of our more than 30,000 satisfied customers! Thank you very much for trusting us to care for your home.