Ben Parker Windows

3-10-2020 - Miss R. Purchased windows from Ben Parker Windows on 3/10/2020 3-18-2020 - Ms. R contacted me @ 2 pm on 3/18/2020 and explained she felt that she had made the wrong decision to purchase the windows during the Covid19 pandemic. She asked to cancel her order. I advised her that we were past the 3-day cancellation period, however, I agreed to contact the manufacturer and attempt to cancel the order. Ms. R was conferenced in on the phone call to the manufacturer. Unfortunately, we were advised that the order was already in production and could not be reversed. Ms. R stated she was satisfied that we attempted to cancel the order and understood that the purchase was final. Ms. R stated she didn't feel comfortable with having the installation of her windows completed due to Covid19. I agreed to call her every few days to update her on her window order and to work toward scheduling her window installation for a future date. This continued over 2-3 weeks, we spoke at least every other evening, even after completing my daily installs. I wanted to ensure Ms. R felt secure in her purchase and reassure her that she was in good hands. I understood and empathized with Ms. R's concerns regarding Covid19, and also the stress that comes along with larger purchases; in this case over $6,000.00. We agreed to delay the installation until Covid-19 concerns improved and we would follow up periodically. Our plan was to provide Ms. R with a great product and full professional installation of her purchased windows. I continued to follow up with Ms. R throughout the next several weeks, each time attempting to schedule the installation. Ms. R contacted me late on a Saturday night, approximately 10 pm. She expressed her excitement over her new windows and that she wanted them installed the following Saturday. I was surprised by the call as this was unexpected. When I explained to Ms. R that the date she was requesting was already booked with another customer, Ms. R. Called me a liar and became argumentative. I told her I would do what I could and offered her the next first available date(s). Needless to say, this conversation did not go so well. We ended the call without a firm plan. The next day I called Ms. R and offered her a few available install dates; April 7 and 8th or the following weekend. M R stated she no longer wanted the windows and would contact the company to see if they would reimburse me for the windows because of Covid-19. I told her that is up to her and that I didn't know what they would do. After a few days, and to my surprise a lawyer from the New Hampshire Attorney General's office called in regard to Ms. R's window purchase. We reviewed the fact that Ms. R entered into a contract with Ben Parker Windows and the agreement was still in place. I explained the circumstances and was told they agreed that Ms. R now owns the windows and has hired a very capable contractor to do the work and that they would advise her to set a future date to have her windows installed. Ms. R called 5 min later and we proceeded to choose May 15 and 16, 2020; keep in mind her windows order had been completed and ready for several weeks. Prior to the scheduled installation date, I received an irate message through HomeAdvisor stating that she was canceling the job. I followed up with Ms. R and we spoke at length, approx. 1.5 hrs. on the phone and had another turn around. She understood the company stands by my work and I stand by their windows. Additionally, I back up my work as long as she owns the home. Ms. R spoke to a company rep that day, and they also vouched for me as a reputable window installer. I also agreed to send her any pictures of similar windows and homes that I would be working on. Ms. R decided to purchase the windows only and plans to have them installed on her on terms in the future. This concluded our business. Future installation remains an option.