Lucas the owner and his team installed 16+ windows in my home. Initially, I was very happy, they…read morelooked beautiful. They cleaned up the materials when they were finished, they were all very polite, and Lucas especially.
But, I started to notice a lot of handprints, globs of caulk, and streaks of caulk on each window inside and out. I figured, no big deal, I'll clean them. They weren't just dirt prints, they were made in caulk or something that was a lot tougher to clean off than just dirt or oils from hands. I was a little frustrated, if there's something like that left during install, it should be wiped off quickly to stop it from hardening or just leaving it for the customer.
I sent Lucas a text message asking him how to get the caulk prints off, no response. That was frustrating. He returned a couple weeks later to install windows that came in late. I asked him if he could please clean the spots with the prints and caulk streaks.
His answer was, he'd have to charge me! That it's not his responsibility to clean the windows he installs! Nothing was ever said about me needing to hire him or a DIFFERENT company to clean the windows HIS company got caulk and caulk prints on during HIS installation! He argued with me that he does not have the time do clean each window he installs.
Well, if that's the case, maybe ya'll should be a little less messy about it, or just go the extra mile like other companies do to provide great customer service and clean your mess. Leave the warranty sticker on, I get it, but check for caulk streaks, globs, and prints.
It would be like hiring someone to do your drywall and then telling you "sorry, I don't clean up after the work is done, you can pay me extra if you like but it's not part of my job". He tried to say if a mechanic works on your car, they don't detail it, do they? My dad was a mechanic for 40+ years, if he made a mess in someone's car, he absolutely cleaned it up, I watched it a couple times. That analogy does not fly.
This is the absolute worst customer service I've ever encountered, the excuses made no sense what so ever. Eventually he and my contractor came to an agreement. But Lucas still made rude comments "I'm really bending my policies for you here, I never do this". It was such an insult.
I WISH I could attach pictures to this review to show everyone all the caulk globs, streaks, and handprints in caulk residue on these windows. His solution was to charge my contractor to clean his own mess he made, a mess that could have been quickly wiped up as the windows were being installed.
By this point, I was so frustrated with this "not my fault, not my problem, pay me to fix it" attitude, I told Lucas not to worry about it. It was too frustrating to have him in my home any longer. Nor did I want to make my contractor loose money out of his budget because Lucas was not willing to wipe up a glob of caulk as work was being done.
The lack of accountability, excuses, etc....., I was dumbfounded. I have no patience for business owners who do not give a clear understanding up front. If he would have told me that the windows would be globbed with caulk, streaked with caulk, and possibly have prints from having caulk on their hands during install AND it was my responsibility to clean them or pay him extra, it would have not been this big issue.
Now I know you don't clean windows, but if you're sloppy and get caulk globs, streaks, prints on a window, it's not asking too much for you to take a paper towel, your can of Spray Away that's right next to you and wipe it off before it sets. That can seems to be close to you during most the install process. But instead, they sloppy mess is left for your customers to clean off.
It's caulk residue on hands, caulk streaks, and caulk blobs. Take pride in your work instead of telling me to clean up your slop. If you don't clean your messes off the windows, don't be so sloppy in the first place.
