Top Siding Repair Services in Washington

Customer experiences with Capitol Improvements span roofing, siding, doors, and outdoor projects. Reviewers consistently describe professional, responsive teams, thorough pre-project assessments, clear communication, and work completed on schedule with high-quality craftsmanship. They note effective issue resolution (for example, correcting an incorrect side on the same day and repairing a small gap the same day) and thorough site cleanup. Some estimates were described as higher than competitors, but customers often attributed value to the service, expertise, and reliability, with others finding pricing competitive for the market.

In addition to roofing and siding, customers report successful door installations and outdoor work (deck construction, retaining wall, stone patio, and improved yard access). Projects are typically managed by named staff (Pat, Jason; Lance, Austin, Seth for roofing/siding; Ivan the door installer; Ryan for doors), with coordination between separate crews for different trades. A one-day installation for doors (such as ProVia Endure 2-Lite with internal blinds) was noted, along with post-install follow-up. Reviewers also highlight a local, family-run feel, good communication, and a customer portal for schedules, progress updates, and photos. Overall satisfaction is high, with multiple mentions of recommendations and plans to reuse Capitol Improvements for future projects.

SidePro/Siding-Pro is described by customers as a professional exterior contractor with a structured, communication-focused process and a track record of high-quality workmanship. Reviews highlight transparent, competitive bids that often stay within quoted prices, and a willingness to address unforeseen issues openly.

Key practical details cited by potential customers:
- Scope and capabilities: siding repairs (including Corten metal and cedar), Hardie Plank installations, roof and gutter work, window replacements, interior carpentry, and exterior painting. Several projects involved multi-phase work and even winter Scheduling.
- Estimation and pricing: detailed initial proposals with annotated photos, honest and non-pushy guidance, and pricing that is considered competitive for the Seattle market; multiple references to bids being fair and staying true to the quote.
- Project management and communication: professional and structured process, strong office-to-field coordination, project coordinators who provide regular updates, and clear explanations when surprises arise.
- Quality and attention to detail: highly regarded workmanship with emphasis on waterproofing, precise detailing, and long-lasting results; several testimonials note improvements that exceed expectations and durability over time (more than a year in some cases).
- Crew conduct and reliability: crews described as skilled, courteous, respectful of schedules, and easy to work with; on-time performance and thorough site cleanup.
- Customer experience and referrals: numerous endorsements, repeat business, and referrals to friends and neighbors; long-standing relationships (some over a decade) cited as evidence of consistent service quality.
- Value and outcomes: projects often completed to a high standard with aesthetics and function that meet or exceed expectations; some comments note that the work looks and performs better than prior installations.

Overall, potential customers can expect a transparent bidding process, professional project management, skilled crews, detailed workmanship, reliable communication, and a focus on lasting exterior repair and improvement.

Elite Home Exteriors NW (Elite Home Exteriors) generally receives positive, practical feedback from customers. Key themes include strong communication from owner Ian Vidovic, transparent pricing, and a non-pressure, client-focused approach during planning and decisions. The firms are praised for punctual, professional crews, thorough site cleanup, and attention to detail. Work typically involves replacing aging siding with James Hardie fiber cement (often labeled as Hardie Elite Preferred Siding Contractor), sometimes accompanied by exterior painting, water-intrusion repairs, and complex architectural detailing. Projects span single- and multi-story homes, with several customers noting on-time or early completion and, in many cases, finishing ahead of schedule. Customers frequently report noticeable improvements in curb appeal and durability, along with flexible scheduling and informative design documentation that outlines materials, costs, and options within budget. Some reviewers highlight additional benefits such as pressure washing, gutter work, or roof work completed as part of broader exterior updates. A rare negative point is a reported no-show for an estimate appointment, indicating a potential reliability risk in an isolated case. Overall, customers view the company as knowledgeable, trustworthy, and capable of handling substantial exterior remodeling projects.

- Perdue Builders specializes in siding work (notably James Hardie/Hardie Plank, and LP siding repair) and also handles windows, doors, decks, and soffits for exterior renovations and full remodels.

- Customers consistently report knowledgeable leadership (notably Mike Gagnon) who explains material options, trade-offs, and installation issues; on-site crews (Miguel, Esteban, Angel, Jesus, etc.) are described as skilled, detail-oriented, and professional, with direct communication maintained throughout the project.

- Work quality is repeatedly praised: high craftsmanship, precise installations (including clean, “crispy” finishes), effective weatherproofing and sealing, and thorough daily site cleanup; color matching for siding is frequently noted as accurate.

- The project approach is turnkey and client-focused: clear quotes outlining LP vs non-LP options, continued direct contact with the same point of contact, and the ability to adjust scope mid-project (e.g., adding a deck or changing styling) without major hassle.

- Timelines and scheduling: projects generally run on schedule or with manageable delays; when delays occur, they’re often due to supply chain issues (windows, screens, door sweeps) rather than workmanship or project management.

- Pricing: not always the lowest bid, but many customers feel the pricing reflects strong professionalism, reliability, and value; quotes are noted as competitive and transparent.

- Overall sentiment: highly positive with multiple repeat customers and strong recommendations; customers emphasize professionalism, responsiveness, and confidence in the team’s expertise.

- Overall impression: Feedback is mixed. Many customers praised workmanship, professionalism, and the ability to complete exterior projects (siding, roofing, windows, doors, decking) with attention to detail, while others reported communication gaps, scheduling delays, and incomplete follow‑through.

- Projects and outcomes:
- Siding: Several positive notes on quick, clean installations and good results; one customer cited a smooth process with an estimate on 7/22 and completion by 8/12, and another highlighted a clean job site.
- Roofing: Multiple testimonials describe smooth roof replacements with careful handling of the property and high satisfaction with the outcome.
- Windows/doors: Appreciations for quality workmanship and helpful reps (e.g., Issac, Dee, Martha); some negative notes about caulking, trim, and a door that wouldn’t lock, along with delays and miscommunications about door delivery.
- Decks: A strong positive experience transforming an outdoor space, with praise for the crew’s effort and professionalism.
- Cleanup: Mixed reports—some say no mess was left behind, others report incomplete cleanup or exposed materials after work.

- Staff and interactions:
- Frequently praised: Marcos (on-site or project lead), Martha (rep who guided the process), Dee Sims (sales/input), Ron Oden (helpful), Ben (assistance with problems), Armani (professionalism). Customers appreciatively note clear communication, courtesy, and thorough explanations.
- Negative or problematic: One reviewer described a rude interaction with Brittany; another cited inconsistent marketing/phone numbers and unresponsive management, contributing to frustration.

- Scheduling, pricing, and logistics:
- Timelines: Some projects completed within or close to promised windows; others experienced delays due to holidays, shipping issues, or miscommunications.
- Pricing and value: Several reviews note competitive pricing and good value for the quality, while at least one comment suggests you get what you pay for and some customers felt higher expectations could be met with better service.
- Communications: A common theme is inconsistent or fragmented communication, including multiple phone numbers and difficulty reaching the main office.

- Practical takeaways for potential customers:
- Confirm a single point of contact and the main office number to avoid confusion.
- Set clear expectations for cleanup, trim/caulking details, and any door hardware work.
- Ask for a detailed timeline and status updates, especially for multi-day projects, to avoid delays.
- Verify installation specifics (e.g., door type, shipment timing) and post-install follow-ups for any touch-ups or fixes.

Customer experiences with Axis Roof and Gutter Inc. are generally positive and focus on thorough exterior projects (roofing, gutters, skylights) with strong communication and reliable service. Estimators and office staff are described as communicative and helpful, offering candid assessments and guidance without high-pressure sales. Crews are typically two-person teams that complete work in several days when weather allows, with emphasis on safety, careful installation, and meticulous cleanup to protect landscaping and allow easy post-work inspection.

Work details frequently cited include the use of quality materials (such as GAF Timberline HDZ shingles with TigerPaw underlayment, Ice & Water Shield, extended drip edge, and proper venting), improved drainage features (kickouts and wider valleys), and code-compliant safety measures (safety anchors). Customers note attention to detail such as matching roof and gutter colors, painting vent pipes, and adding anchor rings for future maintenance. Several reviews highlight value for money, with Axis described as local, transparent, and worthy of recommendation, even when not the lowest bid. Overall satisfaction is high, with many customers stating they would hire Axis again for future maintenance or repairs and would recommend them to others.

- Overall impression: Reviews are mixed but tend to be positive about workmanship and communication, with some notable concerns about scheduling and management.

- What customers say about management and personnel:
- Tanner is described as a project manager who effectively coordinates projects and resolves hiccups.
- Sam (Samuel Garfield) appears as a frequent, highly regarded point of contact for estimates, questions, and transparency.
- Other cited staff include Jenna Macaras, Rogelio, Ben, Shaun, John (foreman), and Alfredo (deck/window work), with many customers praising professionalism and responsiveness.
- One reviewer criticized the owner (Jon Jordan) for unprofessional behavior and poor communication; another reported a firing of a project manager and questioned management practices.

- Process and communication:
- Several customers valued thorough estimates, clear explanations, and ongoing updates (often via the Buildertrend app).
- Some projects benefited from rapid progress once started, with crews staying longer to complete work.
- A few reviews noted communication gaps, such as an uncommunicated 3-day crew break and a no-show appointment.

- Timeliness and scope:
- Projects ranged from quick turnarounds to longer durations, often affected by unforeseen structural issues in remodels.
- Specific services mentioned include siding, windows, decking (including composite or hardwood), and roofing.

- Pricing and value:
- Estimates were described as fair and comparable to other bids; some customers reported confidence in the value and quality of the work.

- Work quality and outcomes:
- Siding and window replacements were described as delivering noticeable improvements.
- Deck replacements and roofing were noted for quality and efficiency, with positive remarks on materials (e.g., Hardy plank siding, composite decking) and finish.

- Notable negative experiences:
- At least one reviewer reported a missed appointment and labeled the company unprofessional.
- Some reviews criticized management and owner conduct, implying poor communication and inflexibility, and one review alleged unprofessional behavior by the owner.

- Service scope: Siding repair and replacement on vinyl and aluminum siding, including old or historic homes, weather and pest damage, rot at trim, and related exterior improvements (vent/dryer vent installations, window/vent trimming, downspouts, rain chains, repainting).

- Timeliness and communication: Frequent, clear updates from start to finish; most projects began quickly (often next day) and were completed within a short time frame; crews worked efficiently and stayed on schedule.

- Pricing and fairness: Estimating described as fair, competitive, and transparent; crews often stuck to initial estimates or provided budget-friendly options; no overselling or unnecessary replacement cited.

- Quality and outcomes: High-quality workmanship with attention to detail; repairs and replacements often looked like the original or enhanced appearance; able to handle challenging materials (notably aluminum siding) and achieve durable, clean results.

- Customer service and reliability: Consistently praised for honesty, responsiveness, and reliability; many customers would use again and strongly recommend to others.

- Materials and techniques: Use of various materials as appropriate (Vinyl siding such as CertainTeed Monogram; better underlayment like Raindrop 3D; exterior foam insulation; caulking and trim work); emphasis on proper installation and finish, including clean-up.

- Practical benefits highlighted: Quick turnaround, minimal disruption, thorough cleanup, and improvements in appearance and durability of the home exterior.

Customers consistently describe Exterior Crew as reliable, professional, and capable of delivering high‑quality exterior renovations, primarily siding projects but also including fascia, soffits, gutters, painting, and related work. Projects are typically started on schedule and completed on or ahead of time, with owners Vasyl and project managers such as Joseph, Roman, Andrey, or others providing clear guidance, option explanations, and regular progress updates. The field crews are noted for consistency (the same team each day), punctuality, respect for property, thorough daily cleanup, and strong workmanship on details like Hardie panel siding, cedar shakes, caulking, and finishing touches (e.g., shutters, house numbers). Clients commend the design input and responsiveness of the leadership, good communication, and a problem‑solving approach that accommodates change orders, additional repairs (e.g., rot), and customers’ own contractors (e.g., painters). Pricing is described as competitive with good value for quality, though not always the cheapest option. Numerous testimonials highlight a positive experience and a willingness to recommend Exterior Crew for both exterior (and occasional interior) work in the Seattle area.

Polar Bear Exterior Solutions is a contractor specializing in exterior remodels including windows, siding (notably James Hardie fiber cement siding in some projects), doors, gutters, and roofing. Reviews consistently describe on-time arrivals, professional crews who protect interiors and surrounding property, and clear communication throughout installations, with several projects completed in two days. Customers frequently cite high-quality workmanship and good product results, along with responsive follow-up. Some reviews note finish-stage issues (trim, caulking, and awning handling) and a past door latch problem, but management has addressed concerns through follow-ups, refunds of part charges, and corrective work. Overall, pricing is viewed as competitive and offering good value, and company culture is described positively with repeat engagements and strong recommendations.

Neutral summary: Reviews portray Specialty Home Products as generally reliable, thorough, and professional, with strong communication from initial quote through project completion and competitive, fair pricing. Customers report high-quality workmanship on roofing projects, and several note energy-efficiency or aesthetic improvements from window and skylight replacements (including triple-pane upgrades) and siding work. Positive specifics include a long-term employee (Lupe Ocampo) on site for several days and a track record of keeping yards clean after work; several buyers say the company is trustworthy, responsive, and respectful, and that references from real estate professionals were favorable. A few customers reported negative experiences, including an incorrect invoice, sloppy caulking, leftover metal debris in the yard, and a note that window installation was not up to expectations; one reviewer suggested ladder safety improvements to protect gutters. In general, potential customers can expect thorough inspections, candid recommendations (often favoring repairs over replacement when appropriate), timely project delivery, and careful communication, but should verify invoices and review window installation specifics for complex jobs.

- Overall, customer experiences are largely positive, with many reviewers noting improved curb appeal and a modern, refreshed appearance after siding replacement or repair.

- Project management and communication: Project managers like David Park are frequently praised for responsiveness, thorough communication, and follow-up. Several reviews describe proactive updates and clear guidance, while a few report miscommunications between the project manager and crew that led to start-date delays or longer-than-expected timelines. A post-project discussion with the manager is mentioned positively in at least one case.

- Timelines and scheduling: Some projects finished ahead of schedule or on time, but a minority experienced delays due to crew scheduling or equipment issues. In many instances, issues were addressed and the project completed satisfactorily.

- Workmanship and materials: Customers repeatedly commend quality workmanship and attention to detail. James Hardie siding is specifically cited in several projects, with notes that the final results look great and feel durable. Cleanliness at the job site is frequently mentioned as thorough, though one review notes that cleanup could have been more complete.

- Pricing and value: Multiple reviews describe fair or affordable pricing, with some noting competitive bids and adjustments to scope as needed. Overall value is a recurring positive theme.

- Recommentations: A large number of customers express willingness to recommend Ideal Siding to others based on quality, communication, and value.

- Overall sentiment: Across many testimonials, customers report highly positive experiences with TOV Siding & Roofing, often stating they would hire them again and highly recommend them.

- On-site performance: Customers describe punctual arrivals, clean work sites, daily cleanup (no nails, debris, or paint left behind), and a professional, detail-oriented approach. Several notes emphasize reliable project management and keeping projects on or near schedule.

- Quality and scope of work: The work cited includes siding replacement (notably Hardie Board or cement board), painting, gutters, window and door replacements, and roof work. Several projects involved fixing pre-existing deficiencies, rot, or water damage and ensuring proper flashing and caulking to prevent leaks. Some reviews mention improvements beyond the original scope.

- Materials and value: Multiple reviews praise the quality of materials and workmanship while noting competitive or below-average pricing compared with other bids. Bundled services (e.g., painting with siding) are highlighted as offering added value. Several customers mention that quotes were fair and that pricing did not rise unexpectedly.

- Communication and project management: The team is repeatedly praised for excellent communication, including thorough walkthroughs and ongoing updates. Project managers and crew leaders (notably Art) are described as knowledgeable, responsive, organized, and trustworthy.

- Aftercare and guarantees: Customers report timely follow-through on touch-ups or repairs at no extra cost and prompt resolution of concerns raised during or after the work.

- Notable caveats: One testimonial notes a longer timeline for painters due to weather/fire conditions, but the customer still expressed satisfaction with the outcome. Overall, delays seem related to taking time to do the job right rather than mismanagement.

- Recommendations: The majority of reviews recommend TOV Siding & Roofing for siding, windows, and related exterior work, with several reviewers explicitly stating they would hire again or refer others.

- Overall, the customer experiences are overwhelmingly positive, with multiple reviews describing reliable, professional service on roofing, siding, gutters, and related repairs.

- Estimation and pricing: customers report upfront, fair pricing with transparent costs; no pushy sales pitches and willingness to explain change orders or adjust scope without pressuring the client.

- Project management and communication: Isidro Amaya is frequently highlighted as responsive, thorough in explaining problems and solutions, and not pressuring clients. The team is credited with good communication, timely responses, and helpful on-site foremen; photos or detailed explanations were provided to illustrate needed repairs.

- Work quality and outcomes: projects included roof replacements, fascia and soffit repairs, gutter installation, and siding (including James Hardie). Customers note high-quality materials and craftsmanship, attention to detail (e.g., addressing rot, ventilation, and underlayment), and solutions that improved functionality and appearance. Several reviews mention precise carpentry work, color matching adjustments, and durable long-term results.

- Timeliness and efficiency: crews are described as diligent and capable of completing work efficiently, sometimes finishing ahead of schedule or in a single day with multiple crews handling different tasks.

- Cleanliness and site care: repeated mentions of clean, well-managed work sites; crews left properties cleaner than on arrival and protected landscaping.

- Scope and versatility: the company handles a broad range of tasks beyond roofing, including gutters, drainage improvements (drainage into cistern), and complex repairs involving historic or older construction.

- Loyalty and recommendations: many customers express intent to hire again for future projects and actively recommend the company to others.

- Overall, customer experiences with Pacific Exteriors are mixed but lean positive, with many praising knowledge, professionalism, and quality work, while others report pricing and scope concerns or service gaps.
- What customers commonly liked: knowledgeable and non-pushy sales reps (notably Brad, Christopher I., Stephen B.), clear explanations of options, thorough walk-throughs of urgent versus non-urgent items, on-time arrivals, friendly and careful crews, strong yard protection and daily cleanup, and high-quality installation. Projects often included Hardie fiber cement siding and, in some cases, painting; timelines typically 2–3 weeks for siding with possible weather-related delays.
- Notable project management strengths: proactive communication from project managers (e.g., Joe R.) and administrators (Cassandra T.), reliable scheduling, and clear final walkthroughs to confirm satisfaction.
- Positive outcomes frequently cited: honest pricing, thorough detail in options, and good collaboration that left customers confident in the results and willing to reuse the company.
- Key concerns raised: scope discrepancies and unexpected charges (e.g., lead paint disposal not in contract but added later; $400+ for mitre corner metal caps; insulation/soffits quotes that seemed high; window work sometimes omitted or not matching contract specs), miscommunication about finishes (e.g., window reveals not matching expectations), and inconsistent or delayed responsiveness (e.g., missed callbacks, no-show for a scheduled meeting). At least one report described a dangerous driving incident by a driver.
- Practical tips for potential customers: obtain a highly detailed, itemized written quote that matches the contract scope exactly (including windows, lead paint disposal, and any extras); confirm precise finish specifications (e.g., window reveals and trim); insist on a clear PM point of contact and a set timeline with milestones; request confirmation of callback processes and follow-up; discuss contingencies for weather or unforeseen issues (e.g., dry rot) and how they affect scheduling and pricing; verify cleanup expectations and post-completion walkthroughs.

- Overall, experiences with Builders Service Company are described as positive, with strong satisfaction across siding, roofing, and window work.
- Siding projects are highlighted for creating a dramatic aesthetic improvement (white siding with white trim), with comments that the siding is easy to clean (low-pressure hose) and that the updated exterior has boosted curb appeal; some reviews note energy savings from insulation.
- Roofing work is praised for being completed quickly and meeting or exceeding expectations, sometimes ahead of schedule, with underlayment included in the job.
- Window replacements are described as sturdy and smooth-operating, with clean, accurate installation and no visible mistakes.
- The team is frequently praised for professionalism and courtesy. Mason (the owner) is cited as highly involved and responsive; Sergio and his crew are singled out for quality workmanship and neat job sites; other staff (e.g., Dale, Steve) are noted for effective collaboration.
- Customers frequently mention thorough communication, daily progress checks, and proactive problem-solving; crews are noted for cleaning up after themselves and minimizing disruption.
- The ability to accommodate changes, such as color or scope alterations, is highlighted as a positive, with one reviewer noting late-stage color changes were successfully implemented.
- Some critiques exist: at least one reviewer reported dissatisfaction with the company’s approach to quotes (unwillingness to provide an in-person quote) and another commented on pricing or perceived value (including a gift-card gesture tied to a high cost).
- Many customers indicate they would recommend Builders Service Company to others and refer friends/family based on their experiences.
- Overall results are described as high-quality with noticeable improvements to the home’s appearance and some mention of ongoing energy efficiency benefits.

- Overall, customers consistently report high satisfaction with KVN Construction’s siding projects, including replacement of damaged cedar with Hardiboard/HardiePlank, asbestos siding removal, insulation installation, and exterior painting.
- The project process is highlighted for thorough problem diagnosis, clear explanations of fixes, and strong ongoing communication, often including color consulting (with a color expert) and even 3D design previews.
- Workmanship is described as meticulous and high quality, with attention to detail during siding installation, flashing additions, vent installation, and consideration of moisture/water management (e.g., redesigned downspouts, small sub-roof to prevent pooling).
- Materials and scope are noted as solid and appropriate, with references to premium siding alternatives (Hardiboard/HardiePlank), new window framing, gutter work, and insulation; several projects emphasize improvements to moisture barriers and overall appearance.
- Timelines and budget are often favorable, with many customers noting timely completion, budget adherence, and generally competitive or reasonable pricing; some projects mention minor hiccups that were resolved quickly and professionally.
- Customer service and outcomes are frequently described as professional, responsive, and collaborative, with neighbors complimenting the results and multiple customers giving strong recommendations.

- Overall impression: consistently professional, low-pressure, and transparent, delivering top-quality siding and exterior repair work.

- Service scope and outcomes: repairs included siding (aluminum with storm damage; cedar rotting from water), exterior walls, old/lead-painted doors, leaks in roofs and basements, and related structural or water-entry issues. Several projects involved rebuilding or replacing components (e.g., new roof, new siding, rebuilt wall, deck/lanai work).

- Project management and communication: strong, proactive communication throughout each project. Regular updates via calls, texts, and photos; multiple crew members noted for handling different phases, with project leads and operations staff providing ongoing information (e.g., Justin, James, Brian, Brendan, Chris, Foster, Kyle; Bryan in operations).

- Leak detection and repair process: teams described as experienced in leak detection and stopping recurring leaks; used forensics-informed assessment; in one case, tented a roof for a leak repair and coordinated with insurance documentation.

- Response time and on-site service: reliable scheduling with on-site work often completed efficiently (e.g., small repairs done quickly; faster response for leaks than other suppliers); weekend emergency response noted in at least one instance.

- Insurance and documentation support: offered comprehensive documentation for insurance claims, including damage reports and daily progress records; continued support after project completion.

- Staffing and operations: crews commonly work in two-person teams; general pricing guidance indicates two-person crews at about $125 per hour per person, plus materials and a 20% markup.

- Pricing and value: customers acknowledged the cost as not the cheapest but emphasized value, thoroughness, and the care taken to address the full scope of the problem; several testimonials highlighted that you “get what you pay for.”

- Customer service experience: repeatedly described as courteous, knowledgeable, and respectful; many customers expressed high satisfaction and would highly recommend the company.

Overall, experiences with Seattle Builds / Seattle Builds Siding Contractors are largely positive, with one notably negative initial remark and many strong endorsements for quality and service. Practical takeaways for potential customers:

- Interaction and communication: Several customers praise fast, responsive communication and clear guidance from Noam; one reviewer reported an initial negative experience where an early call felt dismissive about time and seriousness.
- Project scope and services: Work cited includes siding replacement (house and specific areas), trim, gutters, soffits, and insulation updates; additional projects mentioned include window replacement, cupola installation, and pavilion roof repair.
- Quality and workmanship: Reviewers describe high-quality craftsmanship, thorough attention to detail (including nit-picky punch-list items), and clean, professional work on-site.
- Project management and timelines: Noam and the team are described as efficient, finishing ahead of schedule in some cases and handling delays (COVID-related supply issues and weather) with minimal disruption.
- Value and guidance: Several customers appreciated honest assessments, practical cost-saving suggestions, and help coordinating with other contractors to avoid unnecessary costs.
- Problem solving and reliability: The team is noted for accommodating changes, identifying additional repair needs at no extra charge, and staying communicative throughout the process; some customers would hire them again for future remodeling needs.
- Overall satisfaction: Many reviewers explicitly recommend Seattle Builds to family and friends and express willingness to hire again; one reviewer planned to pursue a different company after the initial contact, illustrating a mixed experience at the outset.