Window Replacement - Disappoointing and Poor Communication - Part 2
Part 2: In Part 1, I noted that the installers were nice, but that their product was problematic. In this part, I will elaborate on the pre- and post-installation experience. My wife, whom I did not yet know, contacted MEI last year and made arrangements for the door and widow replacements. These were delayed until this year because of supply issues due to Covid. There were several important pieces of information that were not mentioned when the appointment for this year was confirmed. Some of these were the following: 1) that we needed to purchase some hardware for the new door. We ended up doing this the first day the workers came out – but it would have been nice if we had been reminded in the many weeks between appointment confirmation and the first day of service; 2) we were told to remove potentially breakable items, but we were not told that we needed to put drop cloths over our floors, furniture, and personal items. Even the workers who came out did not tell us this. As a result, there is a layer of plaster dust over everything (see photos for examples). The workers vacuumed some of the larger mess, but much remained and still remains despite our cleaning for hours. When my wife called and complained to the salesman (Dan), he responded in a patronizing and dismissive tone. We were further told that we should have known this is “construction work” and therefore dust would settle over everything. We were again told that MEI does not consider it their responsibility to fully clean after themselves. Not the plaster dust, not the black smudges on the walls, and not the many smudges, dirty areas, and films left on the windows. I pointed out that people may not automatically think of this type of work as causing excessive mess, or that their company performs only very limited cleanup. A supervisor did concede that it MIGHT be a good idea to remind their customers of this issue.
Next, MEI had a painter come the day after the window installation. After he left, we noticed that there is still broken and gouged out areas around several of the new windows. I will try to attach photos and video showing these problems around three of the windows.
In sum, I have not seen MEI act in a competent or professional manner. I hope the company addresses these problems. If they do, I will consider revising my reviews, but at this time I cannot recommend their services to anyone.
Window Replacement - Disappointing and Poor Communication
Part 1: The installers were nice, but there were many problems with their product, pre-installation information and post-installation care, and the salesman’s patronising and dismissive response to my wife when she called and complained.
Let’s start with the product - and there are several concerns: To start, a couple of windows have mismatched sides - the lines do not match up. It is NOT an optical illusion. The measurements of each side are different (see photos).
Next, one of the windows has a piece of insulation that is already coming out (again, see photos).
Next, and this may be better placed in the “post-installation” complaints, is the fact that there a plastic film and smudges on several of the windows, including those that require ladders on the outside to reach, clean, and scrape. On asking, we were told they do not clean the windows, and a supervisor added “we are not Merry Maids” (regarding cleaning the windows and cleaning the black smudges left on our walls and extensive dust left on our belongings. More on that later, but for sake of completeness, the black smudges were eventually cleaned).
I've worked as a structural engineer for 40+ years and am licensed as a Professional Engineer in MN and FLWhen I needed new siding on my house, after searching many sources for the best value of siding and the most qualified contractors, I chose MEI for my projectMEI is a distributor for the highest rated siding materials on the market, has very experienced installers, and provides a single source warranty for both labor and materialsI was thoroughly impressed with the quality of the work and professionalism of the personnelFrom the first meeting with Bob Guzzo, who provided a very reasonable quote, to the daily interactions with the crew of installers (Michael, Vadim, Vasiliy and Andrej), my experience was excellentThe siding looks great and the installers offered many suggestions to improve the installation quality without increasing the costI have worked with many contractors and would rate MEI among the topI'd have no hesitation recommending MEI to anyone
From beginning to end the experience with Minnesota Exteriors was wonderfulMy sales person did not pressure me into buying anything, he explained my options and worked within my budgetThe installers were professional and did a nice job of cleaning upAfter the install Joe was very thorough with inspecting each window to ensure it was operating correctlyThere were a few items that didn't quite meet his approval, those items have been ordered and will be installed/replaces once they arriveAll in all very satisfied!! I will be referring Minnesota Exteriors to anyone needing windows and/or sidingThank you!!!!!
***, please see the email below from Peter [redacted] of [redacted] WindowsI requested his input to Mr [redacted] 's complaint since he personally visited the site with [redacted] service personnel and Minnesota Exteriors, Inc(MEI) service personnelMr [redacted] 's synopsis accurately reflects the results of that visit Mr [redacted] 's assertion that MEI sold a window brand it doesn't carry is incorrect on the surface [redacted] personnel would not have supported MEI during this visit if it were not an approved seller of its productsAs I know you are aware, MEI sells several window products; [redacted] is one of them During the visit, the installation was deemed to be professional and in accordance with [redacted] standards and industry practiceIn fact, Mr [redacted] stated to MEI personnel that he had no problem with the installation ***, I am at a loss in this caseMEI sold and installed the windows Mr [redacted] selectedThe windows were inspected by the manufacturer and found to be without failure and the installation is properHe is unaccepting of the explanation offered by Mr [redacted] and MEI service personnel that humidity in his home leads to the condensation, which is the cause of the "leaks" he cites I have several issues with [redacted] 's statement to the Revdex.com First, (2) replacement screens were ordered for replacement on Oct 23, 2015, and shipped to MEI on Nov.13, They were sent in the wrong color so they were re-ordered and were then shipped complete to MEI on January 29, (The original screens sent with the window unit had been damaged during transport.) Next, [redacted] claims that the windows leak [redacted] 's & MEI's contention is that there is a condensation issue unrelated to our manufacture and your installation Then, during our meeting at [redacted] 's home in January, 2016, there was NEVER any comment by MEI representatives or [redacted] employees that the "installation was bad"In fact, I commented that, based on the window that we were focused on, at that time, that the installation appeared to be and acceptable Finally, at NO TIME did any of [redacted] 's Service Department on hand at the site meeting, nor myself, ever say or imply that the problem's [redacted] was experiencing was the fault of MEIAll party's on hand for the on-site meeting were in full agreement that the bulk of [redacted] 's issues were indoor humidity/lifestyle related Please feel free to contact us if you require any additional information CALL OR E-MAIL W/ANY QUESTIONS THX! Peter [redacted] Window & Door
Steve [redacted] and all of the Minnesota Exterior employee were a true pleasure to work with They were always on time and professional and I know that we received good value for our money Special thanks go to the roofing crew: they worked extremely hard and right up to sunset to complete the job!
Very positive experience from my call to have an estimate for my gutter replacement project to the final installation once I decided that MEI would be the company I would use for the project Regardless of the size of the project they appreciate the business and want feedback / customer service oriented company
years ago, I had MEI install windows and siding on my houseBecause they look as good today as they did then, I went back to them when I wanted a new steel entry door and storm door installedThey had the style and quality I wanted and the installation was completed to perfection No surprise, he was the same installer that worked on my previous project I would not hesitate to have MEI do any future projects if the need arises
Initial Business Response / [redacted] (1000, 5, 2015/08/17) */ On, Friday, August 14, 2015, I spoke to with MEI's customer and apologized for MEI's failure to respond in a timely mannerI personally was responsible for dropping the ball in this regard and explained that to himHe graciously accepted my apology During our conversation, we agreed that there was miscommunication and misunderstanding on both of our parts pertaining to the specific LP product ordered and installedAccepting that, we reached agreement on a settlementMEI agreed to a one-time invoice adjustment and he agreed to accept the LP product already installed on his home Bob [redacted] MEI Division Manager Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/08/22) */ (The consumer indicated he/she ACCEPTED the response from the business.) On Friday, August 14,I received a telephone call from Minnesota ExteriorsAfter some discussion it was apparent there was miscommunication on both sidesThe manager proposed an adjustment to the job invoice if I would accept the installed sidingI thought the offer was reasonable and accepted the invoice adjustment
The estimate and follow up by Chuck was very thorough and completeThe scheduling and communication was greatThe crew that did the work was very professional, thorough and very good to work withThey did a great jobThanks
For details, please refer to the reviews labeled "Window Replacement - Disappointing and Poor Communication" Parts 1 and 2.
Next, MEI had a painter come the day after the window installation. After he left, we noticed that there is still broken and gouged out areas around several of the new windows. I will try to attach photos and video showing these problems around three of the windows.
In sum, I have not seen MEI act in a competent or professional manner. I hope the company addresses these problems. If they do, I will consider revising my reviews, but at this time I cannot recommend their services to anyone.
Let’s start with the product - and there are several concerns: To start, a couple of windows have mismatched sides - the lines do not match up. It is NOT an optical illusion. The measurements of each side are different (see photos).
Next, one of the windows has a piece of insulation that is already coming out (again, see photos).
Next, and this may be better placed in the “post-installation” complaints, is the fact that there a plastic film and smudges on several of the windows, including those that require ladders on the outside to reach, clean, and scrape. On asking, we were told they do not clean the windows, and a supervisor added “we are not Merry Maids” (regarding cleaning the windows and cleaning the black smudges left on our walls and extensive dust left on our belongings. More on that later, but for sake of completeness, the black smudges were eventually cleaned).
I hope to continue in Part 2…
I've worked as a structural engineer for 40+ years and am licensed as a Professional Engineer in MN and FLWhen I needed new siding on my house, after searching many sources for the best value of siding and the most qualified contractors, I chose MEI for my projectMEI is a distributor for the highest rated siding materials on the market, has very experienced installers, and provides a single source warranty for both labor and materialsI was thoroughly impressed with the quality of the work and professionalism of the personnelFrom the first meeting with Bob Guzzo, who provided a very reasonable quote, to the daily interactions with the crew of installers (Michael, Vadim, Vasiliy and Andrej), my experience was excellentThe siding looks great and the installers offered many suggestions to improve the installation quality without increasing the costI have worked with many contractors and would rate MEI among the topI'd have no hesitation recommending MEI to anyone
From beginning to end the experience with Minnesota Exteriors was wonderfulMy sales person did not pressure me into buying anything, he explained my options and worked within my budgetThe installers were professional and did a nice job of cleaning upAfter the install Joe was very thorough with inspecting each window to ensure it was operating correctlyThere were a few items that didn't quite meet his approval, those items have been ordered and will be installed/replaces once they arriveAll in all very satisfied!! I will be referring Minnesota Exteriors to anyone needing windows and/or sidingThank you!!!!!
***, please see the email below from Peter [redacted] of [redacted] WindowsI requested his input to Mr [redacted] 's complaint since he personally visited the site with [redacted] service personnel and Minnesota Exteriors, Inc(MEI) service personnelMr [redacted] 's synopsis accurately reflects the results of that visit Mr [redacted] 's assertion that MEI sold a window brand it doesn't carry is incorrect on the surface [redacted] personnel would not have supported MEI during this visit if it were not an approved seller of its productsAs I know you are aware, MEI sells several window products; [redacted] is one of them During the visit, the installation was deemed to be professional and in accordance with [redacted] standards and industry practiceIn fact, Mr [redacted] stated to MEI personnel that he had no problem with the installation ***, I am at a loss in this caseMEI sold and installed the windows Mr [redacted] selectedThe windows were inspected by the manufacturer and found to be without failure and the installation is properHe is unaccepting of the explanation offered by Mr [redacted] and MEI service personnel that humidity in his home leads to the condensation, which is the cause of the "leaks" he cites I have several issues with [redacted] 's statement to the Revdex.com First, (2) replacement screens were ordered for replacement on Oct 23, 2015, and shipped to MEI on Nov.13, They were sent in the wrong color so they were re-ordered and were then shipped complete to MEI on January 29, (The original screens sent with the window unit had been damaged during transport.) Next, [redacted] claims that the windows leak [redacted] 's & MEI's contention is that there is a condensation issue unrelated to our manufacture and your installation Then, during our meeting at [redacted] 's home in January, 2016, there was NEVER any comment by MEI representatives or [redacted] employees that the "installation was bad"In fact, I commented that, based on the window that we were focused on, at that time, that the installation appeared to be and acceptable Finally, at NO TIME did any of [redacted] 's Service Department on hand at the site meeting, nor myself, ever say or imply that the problem's [redacted] was experiencing was the fault of MEIAll party's on hand for the on-site meeting were in full agreement that the bulk of [redacted] 's issues were indoor humidity/lifestyle related Please feel free to contact us if you require any additional information CALL OR E-MAIL W/ANY QUESTIONS THX! Peter [redacted] Window & Door
Steve [redacted] and all of the Minnesota Exterior employee were a true pleasure to work with They were always on time and professional and I know that we received good value for our money Special thanks go to the roofing crew: they worked extremely hard and right up to sunset to complete the job!
Very positive experience from my call to have an estimate for my gutter replacement project to the final installation once I decided that MEI would be the company I would use for the project Regardless of the size of the project they appreciate the business and want feedback / customer service oriented company
years ago, I had MEI install windows and siding on my houseBecause they look as good today as they did then, I went back to them when I wanted a new steel entry door and storm door installedThey had the style and quality I wanted and the installation was completed to perfection No surprise, he was the same installer that worked on my previous project I would not hesitate to have MEI do any future projects if the need arises
Initial Business Response / [redacted] (1000, 5, 2015/08/17) */ On, Friday, August 14, 2015, I spoke to with MEI's customer and apologized for MEI's failure to respond in a timely mannerI personally was responsible for dropping the ball in this regard and explained that to himHe graciously accepted my apology During our conversation, we agreed that there was miscommunication and misunderstanding on both of our parts pertaining to the specific LP product ordered and installedAccepting that, we reached agreement on a settlementMEI agreed to a one-time invoice adjustment and he agreed to accept the LP product already installed on his home Bob [redacted] MEI Division Manager Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/08/22) */ (The consumer indicated he/she ACCEPTED the response from the business.) On Friday, August 14,I received a telephone call from Minnesota ExteriorsAfter some discussion it was apparent there was miscommunication on both sidesThe manager proposed an adjustment to the job invoice if I would accept the installed sidingI thought the offer was reasonable and accepted the invoice adjustment
Very good experience, result was everything I expected, terrific workmanship
The estimate and follow up by Chuck was very thorough and completeThe scheduling and communication was greatThe crew that did the work was very professional, thorough and very good to work withThey did a great jobThanks