Mr. Rogers Windows

"Reading a harsh review like this is tough, especially when we took full responsibility for the error and did the right thing. Nonetheless, I appreciate the opportunity to acknowledge the fact that we are not perfect. We can make mistakes. It’s rare that a problem like this occurs, you can read hundreds of our 5 star reviews, and then occasionally something goes wrong... Here’s what I think matters to our employees and to our customers about this. We take responsibility for anything that goes wrong. We are going to stand behind the work and the products whether it’s a 5 star job or a situation like this. The homeowner bought windows from Mr Rogers, so everything will be resolved as our guarantee promises. One of the installers assigned to this project was new and although he was working with a crew of experienced technicians, somehow not all of the windows in this job were shimmed correctly. We took full responsibility for that error from the moment it was discovered. And even though most of the windows were fine, we went ahead and made plans to reinstall all 24 windows, so there would be no doubt. We attempted to make the installation of all the windows as easy and trouble free as possible working with the homeowner’s schedule requirements and availability. I understand the reaction of the homeowner to the conversation about financial stability, although I would like to provide some background. When you are approved for a loan at Mr Rogers Windows, (or almost any business) we have 90 days to complete the work and process the loan, otherwise the lender requires that the application be reviewed and resubmitted. This allows the lender another chance to confirm that the homeowner is still a good risk, and has not had a dramatic shift in their financial condition. In this case, the loan approval had expired because the 90 days had passed. And the homeowner did not want to resubmit the papers. In my effort to explain and clarify the impact of that situation, the homeowner drew some conclusions that were beyond the scope of my inquiry and certainly not intended to offend. I apologize for that misunderstanding. In reference to the lien, for those who may not know about a “mechanics lien” I want to provide a little information. If for any reason a contractor or mechanic does not get paid for labor and materials on a home, they can process a lien for that unpaid amount on the home. It is placed on the title of the property, so it must be resolved at some point if the home is sold or title transferred. This process helps protect contractors and laborers from unpaid work and materials. I have never used this process, however, in this case, with an expired loan, I wanted the homeowner to be informed. I understand how upsetting it can be to invest in a quality product from a quality company and then have a problem. And even though this homeowner had a rocky start, they will never have to worry about their windows again. I am sincerely sorry about the situation. ~Gerry Rogers"

"Thanks~ I hope you enjoy your new windows. If you have any concerns, just give us a call, 436-2200. Best, Gerry Rogers"

"Thank you. I appreciate your comments. We make every effort to earn a review like this. We sell quality products and train our teams to provide you with an experience that is worth your investment. Thank again. Best, Gerry Rogers"

"Thank you for your review. You hit our top service values. Be on time, be respectful of a homeowner’s home and property, clean up thoroughly and leave nothing behind but beautiful new windows and doors. If you have any concerns or questions, please call us, 436-2200. Best, Gerry Rogers"

"I appreciate your review and for trusting us a second time with your window and door project. Earning your repeat business and your comments here, as well as what you say to friends and family is why we have been in business for almost 30 years. It means a lot to know we are doing a good job. Best , Gerry Rogers"