The Window Man

"Thank you for the review, we appreciate all feedback. We would like to address two specific concerns; the timeline & our response. The door was installed on July 24th as the customer states. After that, unfortunately, there is simply not much accuracy in the review. An invoice was sent 4 days later, via email, and was promptly paid by the customer, which we appreciated. On July 31st, we received an email from the customer that read in part, “Great Work, we will call you again!” This date is important, as it was not 4 days after the installation! On August 16th, we received our first email notifying us the door squeaked. The staff member who fields those emails was out sick August 17, 18 & 19. On August 20th, a second email was received about the door. An email was sent that same day letting the customer know that we will get this scheduled quickly once our ill employee returned. That Monday, we scheduled an August 31st consultation, to which the customer replied via email, “Yes, Monday August 31st between 1-3pm will work, thank you.” We established the problem was simply the hinges and those would need ordered, which they were. For the sake of trying to keep this shorter than longer, due to COVID-19, Provia is not providing ETA’s on products. Communication remained steady between us and the client. Yes, the customer offered to pay for the hinges and overnight shipping, which we would not have asked or accepted and would have made no difference in them arriving sooner. The manufacturer’s policy is that all parts/repairs MUST be done by its retail partners. Once we received the hinges, we contacted the customer via email to schedule the repair for three days later. No response. We also left a voicemail to schedule the repair. No response. The project was professionally handled from beginning to end and we stand by our efforts, especially considering the massive backlog at the factory due to COVID which is beyond our control, unfortunately. We appreciate the reviewer’s business."

"Thank you for the review of the project that was completed 1 year ago. We appreciate all feedback. Our representative, Hamilton, has sold thousands of windows to hundreds of customers over the last 16 years and has a sterling reputation. We would like to address three specific concerns; 1) timeline, 2) caulking and 3) sound abatement. 1) We were first contacted on May 10th, 2019. A contract was signed on May 21st, 2019 and the job was installed on August 19th. We would like to have tighter time-frames, but this is not abnormal. Springtime contracts often result in 2-3 month install periods due to the entire industry being inundated with orders. 2) The caulking was out of our control. NovaBond changed their formula without informing clients. This led to yellowing on the interior of the project. After receiving complaints, NovaBond fixed their formula quickly. The reviewer never informed us of the yellowing. We'll gladly re-caulk, or NovaBond will pay painters to paint the caulk—this is the reviewer’s choice. 3) Regarding the sound concerns, this is something that our company is known for addressing very well. We would have different or additional recommendations had the reviewer ever mentioned sound as a concern. We have no written communications from the entire course of the project discussing sound-abatement as an issue. STC/OITC glass was used in the front three replacement windows, but not in the single rear window. Without adding a secondary “storm” window (which we carry—Mon-Ray—and install, specifically in Historic Districts) this is the best available option. We have no recollection of Mon-Ray windows being discussed or considered. The project was professionally handled from beginning to end and despite some extenuating circumstances (our representative’s mother passed away during this time) The Window Man stands by the quality of the products and installation. We appreciate the reviewer’s business and look forward to turning him into an A-Review!"

"Thank you for the review. We appreciate all feedback, whether positive or less than glowing. The 13-window project (not 21 windows) was a challenge, with many unique design elements and specialty-requests that weren't possible at the desired budget. Specifically in reference to the door. A triple-panel, swinging door could not be produced by the manufacturer requested, but could have been built by another company at a greater cost. The customer chose to not invest the extra spend, which is both fine and their prerogative. To the contrary of the review's claim, we engaged in extensive conversations with both the manufacturer and client to exhaust all options when trying to get the unique door constructed. The client passed on the door and, of course, that entire expense was removed from the contract. In full candor, extra time between the agreement and installation was experienced due to the order being placed at a time when the factory’s production was being moved from Roanoke, VA to Fargo, ND. However, it did not result in a 4-month turnaround as stated. We were never informed about the caulk yellowing. We only learned about this via the Angie’s List review and will do what we can to rectify the matter. Regarding the siding coming in contact with some overspray of insulating foam, we only learned about that well after the project was completed and we were there for a service issue. We plan on offering an option or two for consideration. In closing, we value our 30-year reputation of excellence, and have satisfied over 10,000 NOVA, D.C. & MD. customers. We also look to take every reasonable step necessary to make right all valid concerns each of our customers bring to our attention (even some that may not be too valid), and we will do so in this case, as well! The $22,000 project (not $30,000 as described) was a challenge, and we believe that we did a professional and quality job despite some issues that were beyond our control. Thank you, again, we look forward to turning you into an A-Review!"

"Thanks so much for taking the time to write a comprehensive review. It was a long process and you were wonderful to work with. All of our people truly appreciated your patience and understanding. Customers like you are few and far between and make our jobs much more enjoyable. Please call us anytime we can assist you. Tom Patterson"

"Thanks for taking the time to post a review. We appreciate your business and and posting. Best regards, Tom Patterson"

"Thanks for taking the time to post a review. Tom Patterson"

"On July 13 our rep, Ham Smith, met with [Member Name Removed] and discussed replacement windows in the above historic address. Ham gave Ms. [Member Name Removed] a ball park price to replace the existing vinyl windows with Infinity fiberglass windows that we have had success getting approved in Capital Hill. Ms. [Member Name Removed] was not interested in spending that much money. Replacing vinyl windows with vinyl windows will not meet the historic specifications for this address and we will not attempt that. So there was no written quote given. I'm sorry if the information was not conveyed to you. Please let us know if you would like a quote for the fiberglass windows. Best regards, Tom Patterson"

"Thanks so much for taking the time to give us a review. Tom Pattersonb"

"Thank you for posting the review. I will look into the coupon and see what we can do. Best, Tom Patterson"

"Thanks so much for posting a review. Tom Patterson"

"Thanks so much for your business and taking the time to post a review."

"Thanks for posting a review. Sorry we didn't get to be your Window Man/Company."