We would caution anyone considering using this company based on our experience. We ordered 6 new windows. We asked for and were promised top of the line energy efficient ,double hung, triple pane glass windows, except kitchen awning window that was not double hung, all that would qualify for the full gov't $250 rebate for the most energy efficient windows. Not understanding the codes on the contract we asked the salesman to write in layman's terms they were the ones that qualified for the full rebate. He wrote this on the top of the contract and provided detailed addendum. After receiving our deposit he said we were only getting single hung for the price of double hung(all other specs as ordered). He finally agreed to go from$7,500.99 to $7,331.44 (not fair market value but he had our deposit). On arrival, we called the energy audit company we were using for the energy evaluation REEP Green Solutions (excellent service there)with the sticker number code to be sure we were getting what we ordered. We did not, only the kitchen window qualified. We asked the Total Home Window co to send the ones we ordered and he refused claiming we had them. REEP then dealt with him on the phone and email providing proof/evidence they only qualified from an energy perspective for the lesser rebate. He still denied it and got mad at us. We then said we would not pay the full amount until we had the correct windows. He was angry and threatened the men would not leave our house until they received full payment. We were pressured into paying the full amount after a long stand off the salesman finally promised it would be corrected if we did not get proof they were the windows we ordered by the $250 gov't rebate that would come to us. Months later we received our rebate and they confirmed they were the less energy efficient windows as we only received $125 rebate for 5 of the 6 windows. Only one was the correct one we ordered. We were refused access to management to escalate it again. After many calls and email the company gave us the difference of the $125 on 5 windows but still refused to provide the more expensive windows we paid for or to credit us appropriately. The windows themselves also did not all function properly, the awning and slider did but the larger windows did not (one was very difficult to open and others would not stay open and slide or fall back down. After many calls they sent the manufacturer who seems to have resolved some of them but the one in our sons room only opens about an inch and then goes back down without staying up. When I called back they said it would be a while before they could send someone out and wouldn't give a specific time frame but said the manufacturer was busy with calls and it was at least 5-6 weeks (not confidence building that the manufacturer has so many problem windows to resolve that they would take this long). In addition to not functioning properly the windows also had issues with installation/caulking causing drafts and water leaks and damage. There is not enough room to address all the issues here. Management at the window company have refused to speak to us despite emails and many phone requests. We would strongly caution anyone using this company to be very careful based on our experience and we could not in good conscience recommend them based on our experience so far. I am including a photo of our new kitchen window that leaked enough to damage and mark the wood and grow fungus. You can an example of how the caulking cracked and the visible damage from the water leaking in on the wood and that is only what we can see we are worried about what is now happening in the walls from the leaks. We have been trying to work with the company but have not been satisfied as a manager would not return our call or assist us with any of the issues.
