You Paid What?
By Samuel David
()
About this ebook
The author of this consumer handbook intentionally went to work undercover for a period of two years to write this book after being ripped off by one of the Big Box contractors that specializes in window replacements and also siding, soffit, gutters, kitchen refacing, countertops, patio rooms and roofing. He worked an average of 60-90 days, going through the training cycle and management training in the field. This covered all the major Big Box stores, except one, and many independent contractors.
In order to collect as much information as possible he also scheduled several appointments in two different homes to listen to the pitches of the in-home salespeople for their products, over this same time-period.
What he found out is that you, the consumer, pay excessively, especially when you use Big Box store services, for you are buying only the name, not a superior product.
Samuel David
Samuel David is retired from the computer industry and lives in South Texas. His interest in end times spans over a half a century. Frustration with end time books and a dream ten years ago has resulted in the release of this series of books. In collaboration with Paster Robert Lee, all six books were updated to reflect the times we live in. Sam started this project 12 years ago and is the principal writer of these books.
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Book preview
You Paid What? - Samuel David
Chapter One: Who Sells Home Improvement?
Who Sells Home Improvement?
Everyone...
At least it seems so. Open up the yellow pages where you live, thumb to windows
and you will have find a plethora of companies. Search the internet (Google) for replacement windows, Chicago
and you will get the following direct results:
RELATED CATEGORY
Doors & Window…(835)
Windows… (447)
Windows Repair...(257)
In Dallas, Texas you will get the following results:
RELATED CATEGORY
Roofing & Siding...(998)
Doors & Window...(660)
Windows Repair...(209)
So what does this tell you? It shows you that there are many companies who sell replacement windows, sidings, soffit, gutters, kitchen refacing, closets, carpeting, and so on. However, these companies do come in categories based on what they offer, where their products come from, etc.
We categorize them in the following classifications:
Truck and Ladder
Home/Building Contractors
Retail Big Box Stores
Marketing Companies
Manufacturers
Window Repair
Storm Chasers
So, let us look at these classifications and identify what they mean. We are sure you do not want to get 998 estimates to get the best deal. That may take some time; and your time is also worth something. At least break down the categories.
Truck and Ladder or Chuck and Ladder
This is someone who does what is called side jobs.
You buy the windows from a Big Box Store and then they install them and charge a nominal fee to do so. For example:
It’s a friend, neighbor, or acquaintance whom you or someone knows. They make a deal for you to buy the windows and materials and then they will put them in for X dollars. This person will measure your windows and give you a set of dimensions. You go to the Big Box Store, order them made to your specifications and a few weeks later you go pick them up. This person then installs them in your home, and then you pay him. This person usually works out of a pickup truck with a ladder.
Pros:
Outside of installing them yourself, this is the cheapest way to go (assuming that you know what to order).
Cons:
If any of the windows do not fit when they arrive, you own them.
That window(s) is a total loss.
You have no warranty. Problems show up much later in the life of a window.
You have no recourse if problems do occur.
Should the Truck and Ladder person get hurt in the process, ‘you are probably liable for not only his injuries, but also his job loss time; which could result in costs of great significance.’
Home/Building Contractors
When the economy is not good, a great many homebuilders and contractors enter into the home remodeling industry. Since their new
home business is down, they are turning to home improvement. Room additions, cabinets, bathrooms, new windows, siding, soffit and gutters, etc., are some areas of home improvement. In most cases, this is temporary. When and if home building improves significantly again, they will get out of the home improvement business quickly.
Pros:
They will generally do the job with marginal profit.
They are probably bonded, insured, and have worker’s compensation for their employees. (Note: make sure of this for it is not always the case)
They usually will charge you less than a manufacturer or marketing type company.
Cons:
If there is an issue on warranty, can you find the contractor five years down the road?
Is the contractor giving you a warranty or is the manufacturer of the windows? In addition, if there is a problem, who fixes it and pays for the labor?
Are you getting the best windows available for the amount you are spending or are you buying Construction Grade Windows? How long have they been in business specifically as a window and siding company?
Retail Big Box Stores
The definition of retail box stores is stores that sell everything for home improvement from A to Z. You can go down the window and siding aisle and see about every window you could imagine, as well as doors, siding, etc. These stores are for the do-it-yourself type of people and you can order specific sizes and name brand windows through them. You can install them yourself, or in some cases, they have SUB-CONTRACTED marketing arms that will come to your house and try to sell you windows, siding, kitchen refacing, gutters, etc., just like the marketing companies do.
Therefore, Big Box Stores can be classified four ways:
Retail Big Box Stores
They will sell you generic windows or custom order a specific window size and/or type, on your behalf.
Marketing Companies
They will come to your home and give an estimate for their high-line improvement solutions, which include installation and warranty.
Truck and Ladder
They usually buy their windows for you from big box stores.
Home/Building Contractors
Like truck and ladder they also buy from big box stores.
Pros:
Generally less expensive pricing off the shelf. You can also buy something else while you are at the store.
Gives you the opportunity to do it yourself or have their marketing sub-contracting arm come to you. (Many stores have companies to which they outsource work for a fee; which makes them similar to marketing companies
).
Carry some brand name items at a discount with off-the-shelf prices.
Cons:
Unless you know what you are doing, it is probably being done wrong.
Many times, you do not have the equipment necessary to properly seal the windows (e.g. capping, and foaming).
The windows sell in a huge volume and are mostly of a cheap quality. It is normally not, what it should be or what you are really looking for.
If you use their marketing arm, (see marketing companies) they are in the same category and operate in the same way.
All the pros and cons of truck and ladder and building contractors may apply.
Marketing Companies
Marketing Companies by and far are the largest individual companies who sell home improvement. The best way to describe them is as follows:
They either sell a manufactured product of their own design or specification or distribute another manufacturer’s products.
In other words, they provide the following:
Sale of the product
Installation of the product
Warranty and servicing of the product
These companies usually advertise in every media you can think of. For example:
Mailers, Television, Direct Mail, Newspapers
Internet
Phone rooms (AKA Boiler Rooms, phone solicitors)
Door to door, person to person advertising and appointment setting
Flyers placed in your mailbox, doors, cars, etc.
Their composition as a company is usually as follows:
Marketing Arm
Sales people
Advertising
Phone Solicitors
Administrative
Credit Department
Accounting/Collections Department Customer Service
Installation
Installation Managers
Subcontractors who do the work
They advertise, you buy, and they send your order to a manufacturer. One of their subcontractors bids on the job or has a contract price to install the product in your home. If you were to talk to a person about your needs for your home, then most likely this is the type of company you have invited into your home.
In the late seventies, I started in a Boiler Room (telephone soliciting) soliciting storm window additions and/or replacements. We would set an appointment, the sales person would sell it in the home, we would then order the product, and the subcontractor would install it. Things have not changed since.
These companies spend millions on advertising, sales training and marketing materials, along with all kinds of electronic devices to show you how great their product is. Once again, you are buying from a marketing company and what they sell not what they make. This is not necessarily bad, but always beware.
Pros:
They usually have decent product lines and if you check out the company at the Better Business Bureau, you can be somewhat assured they will take the responsibility for manufacture, installation and warranty for the product and the labor.
If well capitalized, they may almost be a household name.
Cons:
Most sales come from these types of companies.
These companies come and go. They are here today and gone to- morrow.
The warranty is based on the strength of the company and in some cases the strength of the product they distribute. Deceptive advertising is a common trait of these companies e.g. windows for a ridiculously low price and or high percentages off; for example 30% off (off what?)
Consumer becomes confused at what they really bought.
Was it the A brand, the C brand, or the D brand?
Salespeople are well trained and know what they are doing much better than the consumer.
The manufacturer of the product could close or go out of business. Then in some cases, you no longer have a warranty.
Most use subcontractors. You may be liable if they are hurt on your property.
Salesperson turnover is tremendous. Buy the product not the salesperson.
Manufacturers
There are few companies who actually manufacture the product they market and have their own marketing companies, but they do exist. Several of them also sell directly to marketing companies in some markets. These are easily discernible for they usually tout the fact that they are not only
the manufacturer of the product, but they also sell, install, and guarantee it.
Generally speaking, they are usually up front in technology (having to compete with marketing companies) and limit their product lines to just a few types of windows, etc. However, manufacturers that do not sell to marketing companies have higher overhead and in some cases their products may cost more than those from just a marketing company. They may also supervise installations but still use subcontractors.
Pros:
They manufacture the product, so they at least should be able to honor the warranty and or easily replace the product if defective.
They are usually well capitalized, have brick and mortar buildings, and may well be a public company. They rarely go out of business.
Their products are not generic and are specific to their marketplace.
Cons:
They usually cost more than marketing companies.
Limited options in types of windows.
If they did go out of business, no one could replace or honor their warranties.
Window Repair
Window repair companies are just that. They repair windows:
Broken Glass
Broken Seals
Replace Storm Windows
Occasionally, these same companies also operate somewhat like the Truck and Ladder companies, but specifically make most of their income from window repairs.
Pros:
Broken picture window glass is an inexpensive way to fix a window.
Broken seals are inexpensive to fix also.
Cons:
They are not a replacement window company and if they offer this, all the truck and ladder and contractor cons apply.
Storm Chasers
Storm chasers are the same as Window Repair and Truck and Ladder. It is quite simple. A storm comes through and right after, so do they. They offer to fix your siding, roof, windows, etc., for the insurance money plus the deductible.
Pros:
None
Cons :
You will probably never see them again. No warranty usually on labor or materials even though promised. If you use this type of contractor, you may be asking for trouble.
Summary:
Each of these companies usually also sell and install:
Siding
Soffit
Gutters
Fascia
Roofing
Entry Doors and Storms
Patio Rooms
Kitchen Refacing
Flooring
Bath Remodeling
Window Treatments
These categories above are almost always done with someone else's product or a combination of products and are usually installed by subcontractors including patio rooms. Patio rooms are a combination of windows and sliding doors with a frame and a roof.
All these products are additional products and are considered great profit centers for the companies. In some cases, they make more selling these items than selling window replacement solutions.
In Latin there is a phrase, which states caveat emptor, which simply means buyer beware.
No matter who you invite in to sell any type of home improvement, it is likely that all the scenarios depicted in this book will apply. The sales process and rules are always basically the same for all larger home improvement companies.
Remember you are the expert when you are in the house; the customer doesn’t know if you made a mistake.
Unknown author, but used by most Sales Managers
Chapter Two Understanding What the word Thermal
means for Replacement Windows
Window Basics - Thermal
Therefore, what do you know about replacing a window? Unless you have done some research, you probably know little.
Whether you live in a home built 100, 50, 15, or 10 years ago, most likely your windows need to be replaced. Why? Because, either the technology was not available when your home was built and/or the contractor who built your home cut corners. Windows are one of those major corners. Many contractors install construction grade windows and/or siding on your home.
I have been in homes that were built 5 years earlier and you could not even open the windows. Sometimes, the wood was rotted and the seals were broken (moisture had gotten inside the window). In some cases, homes built 50 years ago had better windows than some newer homes. However, before we get into all of that, let us take