Replacement Windows - FAQs
Quality and Dependability on Every Window Installation Since 1999
Frequently Asked Questions
We are often asked these questions by our customers and prospective customers.
Q: We believe that asking very specific questions of every contractor you meet is a proven way to evaluate them. This goes for every type of contractor not just window installation contractors.
A: Asking questions and requesting that the contractor provide their answers in writing helps to weed out unscrupulous contractors that take advantage of unsuspecting homeowners.
Here is one example: instead of simply asking if the contractor is licensed in Maryland – ask to see their license and then you can check on the State website to see if they are listed and current.
Joe and Gabriel Kelemer welcome your questions. Ask as many as you want and we will provide you with written answers as our proof at our first meeting. You can reach us from 7 AM to 7 PM on normal business days.
Reputation and Financial Condition
Q: Are you licensed with the Maryland Home Improvement Commission?
A: Ask to see actual customer letters and references.
Yes, our license number is MHIC # 39850. Contractors that are not licensed should not be hired. They are very likely to be uninsured and expose you to risks and to provide inferior services.
Here are some of the requirements to be licensed – the full text can be read by clicking on this link - http://www.dllr.state.md.us/license/mhic/
- Applicants for a contractor's license must provide proof of at least two years of experience in home improvement work, construction and/or related education.
- Applicants must provide proof of financial solvency based on the scope and size of their business in relation to total assets, liabilities, credit rating and net worth (Credit Report Application Form).
- If a contractor represents a corporation, articles of incorporation and a certificate of good standing from the Department of Assessments and Taxation must be submitted.
- Applicants must provide proof of liability insurance in the amount of $50,000.
Contracting without a license undercuts legitimate licensed contractors and endangers the health and safety of the public.
A homeowner that contracts with an unregistered contractor will not be able to access the Home Improvement Guaranty Fund if there is a dispute.
Q: Can I obtain a “ball park” estimate over the phone or via email?
A: Window installation contractors that will quote over the phone should be avoided. This just isn’t ethical, smart or professional.
Q: It is impossible to provide an accurate quote without examining the windows or sliding patio door or entry door that are being replaced?
- Joe or Gabriel Kelemer will meet with you at your home so we can understand your needs for new windows and to fully examine each window to be replaced.
- Our meeting normally takes 45 minutes or less. We know that your time is valuable and we won’t subject you to a 2 hour, high-pressure sales call like many of our competitors.
- We will then provide you with our detailed fixed price agreement and back it up with our 110% price assurance guarantee. We will provide you with our Plain English, gimmick free assurance guarantee at our first meeting.
- Next, we provide our customers with our 12-Year Worry Free Window Warranty on Installation and we put it in writing – this is your assurance that if we didn’t install your windows properly we will fix the problem. With over 50,000 windows installed and counting we have the experience to back up our installation warranty
- Finally, we include a lifetime glass breakage warranty.
- We accept VISA and MC as a convenience.
The information we provide allows the homeowner to easily understand the cost of updating their home and to easily compare our proposal with another proposal.
We believe we are the only vinyl replacement window installation company to offer this combination of warranty and experience in the Baltimore and Washington DC areas.
Q: How many references should I call?
A: We provide you with a list of at least 50 recent references and we encourage you to call as many as you want. Quality window installation contractors will have numerous references available. We believe that every contractor you are seriously considering should give you at least 15 references for window installation projects and you should contact at least 5 of them. It is common practice for contractors to provide 3 references. Unfortunately, this allows some less than honest companies to give you references that aren’t actually real customers but friends or associates. (Yes, it’s been known to happen)
Q: I never thought to ask for business references, is that a good idea?
A: Yes. The economy has put many shaky companies on the edge or over the edge.
So it is a good idea to ask for bank and vendor references.
It is not uncommon for contractors to use a homeowner’s deposit to fund a different project. When a contractor fails to pay a supplier for material purchased on credit, that supplier is allowed to seek financial relief from the homeowner.
Window installation contractors should have longstanding relationships with their local bank and local suppliers. All of their relationships should be in good standing. Businesses in good standing with the bank and local suppliers get preferential treatment and pricing which helps them stay competitive.
The Kelemer Brothers will provide their bank and vendor references at our first meeting.
Q: Will your insurance agent provide me with a copy of your Certificate of Insurance and list me as the certificate holder on that certificate?
A: Yes, our insurance agent will send you our insurance certificate and upon request we will list you as the certificate holder. we will. Getting the Certificate of Insurance directly from the contractor’s insurance agent will provide you with assurance that the coverage is current.
The Kelemer Brother maintain liability insurance far in excess of the minimal $50,000 limit required by Maryland.
Q: Have you ever filed for bankruptcy for any company that you owned or partially owned that did contracting work for homeowners?
A: The only company that Joe or Gabriel Kelemer have owned is The Kelemer Brothers (t/a) A Better House Inc. We are proud to say we have been in business continuously since we opened in 1999. We have never filed for bankruptcy for this or any other company we have owned that did contracting work for homeowners.
It is a very smart idea to ask this question. There have been many stories about contractors closing up one company and opening up another with a very similar name. This is done to avoid creditors. Their customers also end up losing their deposits.
Q: What professional organizations do you belong to?
A: We are proud members of the Maryland Improvement Contractors Association (MICA) – www.MarylandRemodelers.com
The Maryland Improvement Contractors Association (MICA) is the state's leading advocate for the home improvement industry. Among its primary objectives is the elimination of unlicensed contractors and stronger enforcement of regulations governing the home improvement industry.
What is your rating with the Baltimore Better Business Bureau (BBB)?
The Kelemer Brothers has an A+ rating.
All BBB accredited businesses have agreed to live up to our Principles for Trust. The BBB Principles for Trust are a comprehensive set of policies, procedures and best practices focused on how businesses should treat the public – fairly and honestly in all circumstances.
Experience, Service, Installation Process and Warranties
Q: How many replacement windows installation do you complete each year?
A: Because we only install windows, we typically install 5,000 or more vinyl replacement windows in a typical year. We also install sliding patio doors and steel entry doors to compliment your new windows.
We know that by specializing in vinyl replacement window installation, that we bring a level of experience to your project that very few of our competitors can match and you get the benefit of all of our experience.
Many remodeling companies will install 20 to 30 window projects a year, at that rate they would need to be in business for nearly 100 years to gain the same level of experience we get every year.
Q: Who will be supervising my project?
A: Joe or Gabriel Kelemer will supervise your project and inspect every window and door that is installed. Joe or Gabriel have supervised every project since they started the company in 1999. It’s just the way we maintain quality control. Considering that the company has installed over 50,000 windows it’s a lot of experience for our customers.
We believe this is also one of the reasons why we are continually referred by our customers to family, friends and business associates.
Q: What other services do you provide?
A: We only install windows and because we install so many every year, our experience can’t be matched by companies doing this as just one of their services.
Many remodeling companies install windows as a sideline. Unfortunately if you hire one of those companies or a less experienced window installation company they will be getting on-the-job training at your expense.
Q: Are you certified in window installation?
A: Yes, we are certified by Dove Manufacturing to install their vinyl replacement windows, sliding patio doors and steel entry doors. Their program recognizes individuals that have demonstrated an ongoing commitment to quality products and improving standards in window installation.
Q: Do you provide a detailed breakdown of your window installation process?
A: Yes. We are proud to provide detailed preparation and installation procedures for windows.
Getting the installation process in writing gives the homeowner the ability to compare each proposal on an “apples to apples” basis. Every step that a contractor leaves out means they are sacrificing quality in order to offer you a lower price.
Avoiding window installation contractors that won’t provide all the details of what they will do for you is a smart move. Vague terms and generalizations make it easy for the contractor to substitute materials or to skip vital steps in installation.
Q: Do you have a policy regarding drugs and alcohol use by your crews?
A: Yes. The Company has a significant interest in ensuring the health, safety and well-being of its crew members and the public.
Q: How long do most projects take?
A: Most projects are completed in one day. At the end of the project we will take you on a comprehensive walk-through and invite you to open every window.
We return all calls during normal business hours within one hour and frequently sooner! You can reach us during normal business days from 7 AM until 7 PM.
We also provide our clients with multiple ways to contact us via the phone, email and fax. Keeping you informed allows you to feel comfortable that progress is being made.
Our ability to respond is in sharp contrast to many of our competitors that seem to be constantly juggling too many balls and they don’t have support staff to assist you. All this means is you will often wait days for a return call even on a minor issue.
Q: Do I need to be home when you’re working?
A: Not for the entire time of the installation but we do ask that you be available by mobile phone for questions and to join us for the walk-through at the end of the project.
Q: Where will you clean up?
A: We do ask for access to a sink that we can use for cleanup but will make other arrangements if that isn’t possible.
Q: Do you work with Home Owner’s Associations?
A: Yes. We will provide the appropriate information to your HOA.
One More Important Question
Q: When is the New EPA Law to Prevent Lead Poisoning going into effect?
A: Common renovation activities like sanding, cutting, and demolition can create hazardous lead dust and chips by disturbing lead-based paint, which can be harmful to adults and children.
To protect against this risk, on April 22, 2008, EPA issued a rule requiring the use of lead-safe practices and other actions aimed at preventing lead poisoning. Under the rule, beginning in April 2010, contractors performing renovation, repair and painting projects that disturb lead-based paint in homes, child care facilities, and schools built before 1978 must be certified and must follow specific work practices to prevent lead contamination.
The Kelemer Brothers believe that this is a very important step to protect adults and children from the harmful effects of lead paint. The 2 owners and all of our field superintendants/job foreman are certified as well as The Kelemer Brothers (t/a) A Better House Inc is a certified renovation firm and will follow the laws in providing our services at your home.
