Austin Hepburn Installs Windows and Doors LLC

After meeting with a local Pella sales manager to have him put together a written proposal-detail for two window and door series (Lifestyles 450 Series and Impervia), I contacted Austin Hepburn to request a preliminary cost estimate for the installation (material + labor). Included with my request was a PDF file of the detailed proposal from Pella that included the window/door series, item number and all specifications for each window and door, including the measurements - everything except for the price quoted by Pella. After sending him an email with the above information, I did not get a reply after a week, so I sent a follow up email to check on the status of my request. He replied saying that he could not submit a cost estimate without some additional information, which was a fair request. He wanted photos of my home, so I sent him photos of all of the exterior windows plus photos of a few interior windows to show him the current wood trim of the interior windows. Initially, the communication exchange was going very well. He did respond within 2 days with a cost estimate, but after reviewing the information, I was sure his quote was only for about 25% of the total number of windows/doors to be replaced because his cost estimate was very low. So, I asked for clarification for what was included in his cost estimate. To highlight how he replied to my request for clarification, I have included my request, along with his reply, which in my opinion, was quite unprofessional and a bit abrasive: Hi Austin Thank you for your submitted cost estimate. However, I need to clarify a couple of things. I sent you 5 different potential window and door installation options. If I am understanding your below cost estimate correctly, to install all windows and the 2 patio doors (all materials, as outlined below, and labor is included in the price) would be approximately $xxx, if replacing all windows, including the 8 half moon windows, along with the two patio doors? If yes, there is NO price variance for Pella 450 Series versus Pella Impervia Fiberglass (brown or white color)? If I do not replace the half moon of the 8 windows, the cost estimate would be approximately $xxx? If the cost estimate would be different across each of the 5 potential options, please send me a more detailed itemized preliminary cost estimate for each of the 5 potential options. Thanks in advance! PS: Per you're opening comments, it would appear that you are confirming what I thought initially, that Pella installed sales is aggressive on price. Listed below is his reply: I fail to understand why color is important to the installation price. My price difference between installing fiberglass and wood aluminum clad windows is negligible. You have me completely confused. As for Pella Installed Sales…I don’t know what aggressive implies. I do know that my guys are the best in the business and that Installed Sales has a random selection process for assigning install sub-contractors. The cheapest window installed properly is better than the best window installed improperly. What you pay for installation and what you pay for the windows are both variables. Do you think the price for the windows from Installed sales is better than the discounted price I pass along to my customers? From my standpoint, whom I am doing business with is a critical factor, and I have not met you yet. I do not know the condition of your house, your siding or your roof. You have not provided me any confirmation that the flashing on your “half moon” windows is satisfactory. I don’t know if you are easy to get along with or suspicious and disruptive. I would like to explore the prospect of supplying and installing your windows and doors. Austin Hepburn ------------------------------------------------------------------------------------------------- Now, my reply to his email: To answer your questions, I asked about the color price variance because Pella Sales indicated that there is a price variance for fiberglass white vs. fiberglass brown. So, as you have stated below, there is not much of a variance in your price for any color, got it ... Sorry for any confusion this question might have caused. In reference to my aggressive comment, I was referring to Pella sales price quote being very expensive, which is why I decided to contact a few contractors. I agree with you, it is most important that any Windows selected must be installed correctly. In reference to the half moon flashing condition, I am not sure about the condition. The reason for my below follow up email was simply to confirm that your price quote includes all Windows to be replaced, and the two patio doors. So, for your below preliminary price quote of ~ $xxx, does this price include cost of all Windows, the two doors and labor? Please confirm - and, by the way, I am very easy to work with, I just like to make sure I understand the details of the project ... know what is included in the price when hiring a contractor. Since my request was to get a preliminary cost estimate, I assumed that you would need to come out to look at the windows to determine the condition of the flashing. Please advise when you would be available. ------------------------------------------------------------------------- Lastly, his final reply: You asked… simply to confirm that your price quote includes the x # of Windows to be replaced, and the two patio doors. So, for your below preliminary price quote of ~ $xxx, does this price include cost of all Windows, I answered: Absolutely not!! --------------------------------------------------------------------------- In summary, I was surprised and taken back by how Austin choose to reply to my follow request for clarification on the details of his cost estimate. From my point of view, he did not act in a professional manner. He does have 6 “A” reviews posted on Angie's list, but during my preliminary experience of dealing with Austin, he was certainly not an A. I will assume that he does good quality work; otherwise, he would not be a Pella authorized contractor. I tried to keep the communication process cordial, but after the final email he sent me, I decided that I should take a pass on working with the Austin Hepburn company. I selected a different Pella authorized contractor to work on the project ... a contractor that has been has been the ultimate professional and an absolute delight to work with on the project.

We hired Mr. Hepburn to replace the original windows in our 1920's home. Mr. Hepburn is clearly an expert in window installation and was able to trouble shoot the unforseen problems with this job. Mr. Hepburn was extremely responsive to my concerns about some issues that came up. When I had questions about the technique used by his employees, he personally came out to inspect the work and create a solution to the problem. He personally ensured that everything was done correctly and to the quality I expected from his company. We are thrilled with our new windows.

Excellent, Austin got me a quote quickly, ordered the windows and took are of all installation and clean up.

We have had Austin as our contractor for putting in Pella Windows for the last four or five years! Our house is not easy, it is an old Tutor with some very huge windows that are all casement . This last time when he put in four windows, we trusted him so much that we were not even home!! He is a wonderful contractor!! Kathy Byrne-Dugan

We have hired Austin Hepburn four (4) different times on various projects. We would do so again when we have any doors or windows that needed replacing. Over the past 10 years we have completely remodeled a center-hall colonial home. We have been involved in 3 separate remodeling projects (upstairs, downstairs, kitchen and family room). The work Austin has performed has ranged from standard window installation across the top bedrooms and bathrooms, to custom work in the downstairs. We installed a large custom kitchen. To get extra light, Austin installed three (3) French doors and 2 large custom "viewing" windows. The products are top quality. Austin lends his professional opinion to the selection process, but always defers the final decision to us. The work is always on time and on schedule. His work is always clean and neat. On occasions where we had other contractors involved with a renovation, Austin was able to work into their schedules to keep the project on track. And there has NEVER been as issue with the billing. It is what it is. It's fair, it's decided upfront, it covers the whole job, windows, doors, labor, materials, and that's that. (we once got a quote from the hard sell other national company, twice as much $$) He is simply the best guy in the game.

Excellent. Austin is a professional, his work is first class. He is neat and clean and delivers what he promises. Windows and doors of excellent quality as is the workmanship. Would definitely use again.

I would highly recommend Austin Hepburn for anyone replacing windows. I found him to be very knowledgeable, helpful, honest and professional. It was clear that he really cared about the quality of his work and that he wanted me to be happy with the windows and the installation. I would definitely hire him again.