Home improvements are not a commodity type of purchase. It is not like going to various Toyota dealers and shopping for a 2013 Camry with the same features that came off the same assembly line. There are countless ways to shortcut the quality of the materials, installation methods and protections - any of which can bring you far more trouble than you ever bargained for.
When I sat down with this gentleman and started explaining why our quote would undoubtedly be significantly higher than the others he was getting, his body language spoke volumes. He clamped down tighter than a drum. He had a driver personality and did not want to listen to what I had to say. All he wanted was the price. Why? He knew from my opening remarks that our price would be more than he wanted to spend. Surprise, surprise. It was.
The funny thing was that when I was going through what was included in the project, he realized that we also install siding and asked if I also deal with siding. He had new vinyl siding installed a few years before and wanted my opinion on the quality of the installation. When I was packing up my computer and materials, I told him I would take a look at it. The reason he wanted the opinion was that he had suspicion that it wasn't the greatest workmanship. He didn't like the way the panels laid against each other.
That was actually the least of the issues with the siding. The j channels were small, thin and did not adequately secure the ends of the siding. The siding was installed without adequate clearance between the windows. Due to expansion and contraction, the siding was bulging away from the house. The j channels around the windows were allowing water infiltration behind the siding when it rains and trapping it there. The window wraps looked OK to him, but were not up tight to the windows or sealed at the sill. Any rain coming against the window pours down the sill and right underneath the wrap. The soggy wood underneath can't breath because of the wrap. Any wonder why his sills were rotting out? I also found siding hanging out of the j channels, siding improperly cut too short (leaving the underlayments exposed) near the corner posts, a large gob of caulk slathered around a faucet that didn't have a finishing piece installed and several other issues.
I found all of these problems in just a couple of minutes worth of examination on just one corner of the house. He wanted to know how I would grade the job. Trying not to hurt his feelings too badly, I told him I had seen worse and would give it a C- "if I were being generous". Yes I have seen worse. A LOT worse. The problem is that this job did not deserve a C-. It was a complete failure. It is not protecting the home from water infiltration, which is why he has window problems. It was not installed properly and likely will be flapping in the breeze in a few years. It is already waving, bulging and buckling.
That is not even talking about what quality of materials were used. If the contractor (and I will use that term loosely) used cheap quality siding (which he in all probability did), it will fade and discolor after four or five years and become extremely brittle. It will crack. It will break. It will look like garbage. How do I know that? Because cheap vinyl siding is primarily made from recycled plastic, which does not stand up to the elements. Cheap siding is not protected against weathering. Cheap siding does not have an impact modifier to keep it from becoming brittle. Cheap siding is cheap for a reason. It is cheap.
Funny thing is that cheap windows are also cheap for a reason. The same reason.
You might think that the analysis of his siding and identification of the cause of the rot in his window sills would have gained me some level of credibility in terms of our previous window discussion. Didn't happen. Instead, he called the other window guy and started asking him to refute the statements I had made about the quality of our windows and installation. He then called me back trying to display his "vast' window knowledge and prove that our windows are (in his estimation) overpriced based on what the other guy said.
I told him during the window discussion that our vinyl is made of vinyl with just a few additives to reduce weathering, allow for uniform expansion and contraction, and keep the vinyl soft and flexible so it doesn't become brittle. The competitor tried to play some semantic games differentiating between "pure" vinyl and their "virgin" vinyl. Yes I am absolutely convinced that they use "virgin" vinyl in their windows. The competitor's statement is absolutely accurate. I am equally convinced that they dump vast amounts of recycled plastic into the vat containing the "virgin" vinyl, melt it all together and extrude out their window frames and sashes.
The competitor tried to one-up me on the argon fill. I had told the customer that we have over a 90% fill on our windows. I did also mention to him that the gas dissipates over time from all windows from all manufacturers. After it is gone, you have only the quality of the glass, seals and spacer system left to keep out the elements. The competitor claimed their windows have over 98.5% fill. As a window purchaser, how do you have any idea how much gas is between the glass? You can't see it. You have to rely on the credibility of the person relaying that information to you. If their gas claim was such a dramatic quality differentiator, why didn't he mention it while he was in the customer's home? If it dissipates over time (which it does), what additional value is he providing with that claim (of course assuming his claim is accurate)?
I had given the customer the U values (energy efficiency ratings) for our glass and suggested he go online and Google NFRC http://nfrc.org/. The National Fenestration Rating Council provides accurate information to measure and compare energy performance of windows, doors and skylights. Naturally, the competitor told him their windows have better U values than ours. It is interesting that their windows are not NFRC certified.
I had told him our windows have a "soft coat" low E coating. Low E refers to low emissivity. The coating reflects away the harmful UV rays that fade curtains, carpets and furniture while allowing the balance of the spectrum to come through. Soft coat Low E is applied to the glass while it is still soft. Once it hardens, it becomes part of the glass. Other systems apply either a coating or a plastic film to the hardened glass. Use of chemicals (such as window cleaners) not only damages the coating, but voids the warranty on other manufacturer's windows. Not to be outdone, the other guy is now claiming that they do a "double soft coat Low E". Again, why did he not mention it when he was with the customer? Again, how do you know it is there if you can't see it?
During my visit, I shared competitor's warranties with the customer so he could see what they do and do not cover. I shared an article from Consumer Reports that specifically mentions one company as a source for quality siding and windows. I will give you a hint. It was not the other guy. I told him up front that we would be more expensive and why.
Let me ask you a few questions:
If you were going out for a fresh Maine lobster dinner, would you be more suspicious of the East Coast sea food restaurant that charges $30 per tail or the Nebraska truck stop that charges $6.50?
If the average price for used 2010 Honda Accords with 30,000 miles from dealers in your town is $15,000 and one dealer is selling them for $8000, which are more likely to have been pulled out of a flood?
With that in mind, why are people more suspicious of the national company that quotes a higher (but mid-range) price on a home improvement than the Chuck-in-a-truck or Dan-in-a-van handyman/contractor that quotes a significantly below average price?
You can buy car tires for $25 up to over $250 each. They are both black and they are both round. What is the difference? The $25 tires may be used, retreads, factory seconds, scratch-N-dents or off brand closeouts from a manufacturer that went bankrupt, while the $250 tires are new name brand tires.
- Which are more likely to fail and leave you stuck on the side of the highway on a 95 degree day?
- Which will last longer?
- Which will handle better, ride better and give better traction?
- Which company will be around to take care of you if there ever is a problem?
- Which tire would you trust your family's lives with on a snowy mountain road?
My guess is that this customer will go with the cheaper estimate. I would be shocked if he didn't. He didn't want to believe anything I said. He wanted to believe what the other guy said so he could demonstrate his superior shopping prowess and ability to get a good deal. I have seen this type of person many times before.
- They think they are too smart to get taken advantage of.
- They will never be the ones to get ripped off.
- They won't end up having a reason to file a complaint with the BBB.
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