I needed to have 4 windows replaced to finish them all off, but since I was starting to have problems with 3 other previously installed double windows I was considering doing 7 in total. This company was voted to be the 'best' by local readers. There price was aligned with other quotes, however the windows being offered were triple paned and the screens had the metal pull tabs that would always work (whereas the 3 extra windows I was considering had the plastic rings that break over time making it hard to get the screens in/out for cleaning). The experience started with some delays in installation date which threatened other work being done on my home and my having to pursue delivery date after paying a deposit was not 'great' customer service. The windows arrived with the crew, I had to call that morning to find out what time they might be showing up (approx.10am). There was a request for custom trim for one set of windows to match other wood in the room, this was missed and they wanted to substitute for another wood, I declined, they went to a local wood trim provider, again wanted to substitute, I declined willing to wait. The windows were put in that day and overall it went 'well', however I had advised them to install as if the house was newly constructed as the siding would be removed after their work was done, this was inconsistently done. I checked the windows before they left and found scratches on the window trim, the installer suggested I ask for a discount. I said I paid for new windows and that's what I want them to look like... I called the office and I was advised to do a further inspection that night and call in the morning with a list of concerns. I set out at 6pm that night in the heat to clean all the windows and trim to check for issues. (A previous window company who had done a custom bay window cleaned the windows before they left, a touch that would have gone a long way here). I called the next morning and provided the list of concerns scrapes in the vinyl, black streak marks on the vinyl, etc. I advised them that I needed to have everything fixed before the next week as work was being started on the exterior of the house. They wanted the remainder of their payment and I said when I have some 'plan' of action to address my concerns we could discuss that, however I hadn't heard from anyone in over a week. This lead to more chasing on my part with the 'installation' manager to pursue getting things fixed. Eventually, they sent a different crew to address the issues and finally install the custom trim. They later sent me a satisfaction survey which I didn't bother to complete, afterall I would hope that they already knew the experience I had...
PS The custom window I mentioned earlier needed some maintenance and when they arrived to adjust the casement windows, without charge, I mentioned that I wished I could have had them do the other windows just completed. Turned out one of the crew was the owner's son and he was surprised to hear that although their salesman had come out to measure for the doors and windows he never followed up with a quote so I thought they weren't interested?
