One-Call Warranty
Do you feel good about how well the contractor backs up their work? How rigorous are their performance standards? Do they offer the "One-Call Warranty"?
To ensure high quality window installation and window company customer service, Progressive Insulation & Windows has established rigorous requirements for performance in both areas. When you have your new windows installed, you obviously want to eliminate the problems outlined earlier, to minimize the outside noise, create a proper seal around the window so the outside elements don't get in, etc. The only way this will happen is if the installers use the Progressive "Complete Thermal Control" installation process that focuses on controlling the entire thermal envelope associated with any window installation. This process ensures the installation will be done by properly licensed, certified and trained technicians in a way that exceeds industry standards, with the proper amount of insulation. To fully understand Progressive's installation process, insist the licensed window sales professional explains it to you thoroughly at the time of the estimate.
Progressive's standards also include strong performance requirements for employee focus on customer service. Insist on seeing evidence that the window company you use requires compliance with these installation and customer service standards. A partial list follows:
- Return all customer telephone calls promptly the same day or the next morning if after hours.
- On time for appointments or call before scheduled time.
- No high-pressure sales or estimate visits.
- Any changes to the agreed work schedule must be communicated with homeowner before original scheduled time.
- Always measure twice before ordering windows; measure twice, order once.
- Clothing must be neat and clean.
- No smoking on the job site.
- No foul language on the job site.
- No radios or music on at the job site.
- No alcohol or drugs at the job site.
One-Call Warranty: If you have a problem, and sometimes that happens, nobody likes the corporate runaround. Most window companies will refer their customers to the manufacturer at the first sign of a problem; then the manufacturer sends you back to the installation company. Have you ever had a computer problem where the software company points the finger at the hardware company and vice versa? No one benefits from this kind of runaround.
Any reputable company will be able to handle all warranty issues. Unfortunately, most companies in this industry leave their customers with only the manufacturer's warranty, and nothing more. Make sure they will match the manufacturer's product warranty with an equal labor warranty. Otherwise you're going to get the corporate runaround. They should provide a letter from each of the manufacturers they are authorized dealers for, that explains they are also authorized to handle warranty problems. If they don't offer the "One Call Warranty", don't use them.
