As the owner of Polyguard Covers Inc. I think it is appropriate to provide further details about the concerns listed my Mark M. \r
First, we were never contacted by the customer regarding any of these concerns or complaints. Otherwise we would have returned to their home to review their concerns and address any of the issues.\r
Second, we were contacted by this customer after they had spoken to a number of other window well cover suppliers. They were concerned with the high prices quoted by they others. After looking at the window well we discovered the unique construction of the window well provided many challenges in manufacturing and installing a cover that would sit properly on the window well. I explained this to the customer and said we would not be able to help them with this situation. Regarding price, I explained that we are a family owned company that handles the measuring and installation of our own products. Many of the companies they spoke with were middleman, commission salespersons, or franchises thus resulting in larger mark-up of the product. We make every effort to let customers know if we can make a cover or not and if we cannot we put a notice in their file that we cannot make a cover as the well is currently constructed. We do not put notes that say to ""blow off"" a customer as they suggested. \r
Over the next few months the customer desperately contacted us several times to see if we could do anything for them that would provide a practical cover at a reasonable cost. Finally, we proposed to remove one wooden 6x6 that would allow us to install a cover that would fit properly. This additional wood was only decorative. By doing this we could reduce the labor and the material required to build and install a cover. They said they would be happy with this proposal. \r
As for any of the material or trees in the window well. We left the wood we removed because we thought they might want it. Many customers grow things intentionally in the window well so we do not tear out plants unless the customer asks us to help them with these items. \r
Finally, as you consider Polyguard Covers you will find that we have been in business for 14 years and have a great customer service record. We will be upfront about pricing and the construction of our products. Any company offering a Polycarbonate style cover uses the same thickness of material, but with Polyguard you will typically find a slightly lower cost and better warranty because we are the installer, sales, and warranty for our products. We are not a franchise or middleman sales person on commission. We value these qualities and hope you will too.
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