Factory Direct

It went really well! Everything was great! I couldn't have asked for more. They cleaned up after they were finished installing each window and were very friendly. They were also right on time. It's been over a year and windows still look and perform perfectly.

Everything went just fine the installers made good conversation, they cleaned their work area above and beyond what I expected, and more professional than she I hoped for. I told the installers as they were leaving that I was going to call to say how well pleased that I was with their performance. It was an A+!! As for my sales experience, it was great as well!! It was more like dealing with a friend than any salesman it was an A+ as well!! We love our new windows!

Called for a repair or replacement. Young man they sent was wonderful and stated that the windows were possibly from their company. He was told that he could not consult and replace the windows, but would need to have them all replaced and was not allowed to speak to me. The company sent out another employee, whom they stated was the manager, who was very rude and disrespectful and gave me an estimate that was way more than advertised.

On 6/4/2014, I sent the following e-mail to Factory Direct regarding the appointment for an estimate. On Friday, May 30, we had an appointment scheduled to receive an estimate for replacement of the 'construction grade' windows in our home. I wanted to recap this appointment. Though we are still receiving estimates, we will be choosing a competitor. The person that showed up (his card is at home and I am not) was not an estimator. He referred to himself multiple times during our appointment as an Administrator, which his business card also indicated. Firstly, I requested an appointment for a estimate for work to be completed. If you do not have an estimator available who can provide a written quote for work to be completed, I would recommend contacting your prospective customer and indicating such and offer the opportunity to reschedule the appointment so it isn't a waste of time, or indicate when the appointment is made that a written estimate will not be provided. This would save everyone time. When he arrived, I told him exactly what I wanted installed: 9 windows, Low e w/Argon, Single Prairie grid and a sliding glass door; 7 windows are the same size; 2 are smaller, and the sliding glass door is 5'. The first thing he did was ask me who I have already or will obtain estimates from. I provided him this information. He immediately showed me a flyer/advertisement from one of the competitors and then told us how horrible these companies are and to check the BBB for their reviews and that Factory Direct has ZERO unhappy/unsatisfied customers. If your representative wants to provide information that sets your company apart and puts you above and beyond the competition, I would love to hear it. But it is an insult to our intelligence to tell us that your company has ZERO unhappy customers (NO ONE has zero unhappy customers) and continue to bash the competition. I indicated that we are doing our research on the companies we will choose from in hopes that would be the end of discussion. We found this to be very unprofessional and horrible representation of your company. He pulled out a flyer with the same information I could print from your website and proceeded to tell us this was the price of each window. He made some notes. He told me he needed to measure all the windows. I again told him 7 are the same and 2 are the same. I took him to one room and he rough measured the height and width of the window. I'm not sure what the purpose of this was as he then said the installer would come out and do an exact measurement of each window. I asked for a written quote and was told "that's what I gave you. Those are our prices" while he pointed to the flyer. I told him that one competitor indicated they would need to install J-channels because of the new window style vs. the construction install style. He didn't have any idea how to look to see if that was indeed needed and brushed it off. I had to ask if he had windows so that we could see and compare and SAY that we wanted to see them. This was not offered at any time during this appointment. He did a nice job explaining the differences in the two window styles he had with him. Just before the end of the appointment, I again asked for a written estimate and was again told the paperwork (flyer) was 'it'. This is not a written estimate but simply a number. I had to do the calculations in my head, to then be told at the very end of the appointment [because he forgot I wanted grids], that the grids are an additional cost per sash. As it stands, the competitor he was so quick to tell me how horrible their windows and service and installation and installers are, this company has windows with the EXACT same features of the higher end window your Administrator demonstrated. How do I know? Because I have a written detailed estimate from this company detailing the qualities, features, grids, details and additional hardware/parts needed for a complete installation. If your Administrator would have provided a written estimate, we would have something to compare apples to apples with. We do not. We only have the visual of the windows he demonstrated and the math to do in my head. This really is an unacceptable process for trying to obtain a new customer. We truly felt like this appointment was a waste of our time, other than to eliminate one more company from our list. Regards, Danyl Gonterman Shortly after the company received the above e-mail, I received a telephone call. I was initially impressed as the man who called was very pleasant, initially. He asked if there was anything he could do to change my experience. When I told him I was disappointed that I was not provided a written detailed quote/estimate for the work to be completed, he told me that would happen when the contract is written, and that the flyer that I was provided, along with the booklets are what they have used for years and they have not ever had an issue with anyone understanding them. I told him my problem isn't in understanding them, it is that I don't have a bottom dollar and detailed written quote to compare side-by-side. I shouldn't have to go to more than one place and do the math myself for a total of installation. (Case in point, as I've read in other reviews, additional costs are added at the contract time). I told him that I wouldn't move to the next step of signing a contract if I don't have a written total for the work to be done - provided by his company. He offered to give me a verbal total over the phone. I told him I did the math, a total today is not what I am looking for. He asked who else I have been written quotes from and I told him Window World for one. He seemed surprised that the quote I was provided was detailed with a bottom line figure. I again told him that I wanted them to know how poorly this appointment went before I wrote any reviews. His response "why would you want to bad mouth us? I mean, do you really have that much time to sit around and write bad reviews?" My response: "Wow!" His response: "Yeah, wow. Good luck with whoever you choose." For this experience, I will most definitely make the time to write a review. This will be the only experience I have with this company. Ever.

After showing the salesperson the two windows I'm looking to replace he took measurements over the curtain did not actually look at the windows to see what would need to be done. After asking him to ballpark a cost he said he would be unable to, however after giving him a number he was then able to narrow it down to around a certain dollar amount. When I asked what type of products they offered his answer was "Look on our website." After some prodding he said they worked with several manufacturers and gave me one pamphlet for one company. He was there less than five minutes and did not ask me a single question. When I followed up with the company to let them know I would be going with someone else and to outline how the appointment went, I received an email that said the salesperson thought they answered all my questions and gave me sufficient information. And the company was now upset because when they called my home phone number on a Tuesday in the middle of the workday I didn't answer. Suffice it to say I will not be using this company for anything in the future.

Things went well, windows were as presented and the installers are especially professional. It took two days to get it all done but we knew that going in. The difference in the house is noticeable and the new windows are even more beautiful than we expected.

Their price was very competitive. They arrived on time and the employees were polite. They cleaned up after themselves.

They showed up when they said, even gave me a call about a half hour before they were showing up. The crew got the work done promptly in the cold weather, cleaned up after themselves and were very courteous. Would definitely use them again.

The scheduling was fine, and the follow up was a bit of a problem. However, everything was resolved. At first, the windows installed were the wrong ones. I had changed the windows in the middle of the process, but it never got filtered down. So they had to re-order, and he apologized and offered a discount for the next set. They offered to make it right, and that's important to me. Mike, the installer, did a great job.

Please see above information to get details of the service.

A guy came to measure all of the windows, and then they were ordered. The same person who measured for the windows was also one of the two guys who came with the windows and installed them. They removed the old window--one person inside and one person outside--and then installed the new window. They did it very quickly and efficiently--although a very warm day, it went very smoothly. They completed all of the 12 windows in one day, and removed the old windows and all the debris, and swept up inside my home, too.

They came worked rapidly and did a great job on our windows. The installers worked till dark and finished up the next day to take care of a few details to make sure the windows were perfect. The installers also did a great job cleaning up after. The windows are great! We are really happy and would recommend Factory Direct to others, we've had some friends interested, so we've passed along the info to them.

Factory Direct?s Sales Representative, Mike Murphy, came to our house on time and was pleasant. He left a quote and information. We followed-up with questions and verification of the quote by email. We were comparing their product, Polaris, and costs with another competitor. We eventually decided to have Factory Direct to do the work. Mike came to the house for final decisions regarding hardware and to complete the contract document. During that visit, the mentioned a total price more than half-again the originally quoted price. He said that the original quote was just for the windows, and not the installation! He called his manager, Nathan Brown, who was curt with us. While we liked the product, we were quite upset with the experience and purchased from another company.

Factory Direct replaced a roof on an investment property. They quoted a good price, kept in touch throughout the process, removed and installed in 24 hours, and very good clean-up. My only desire would be better follow-up with providing me with contract paperwork. Would definitely use again.

Mike was the installer who came out to install our new windows. He did an excellent job, when he needed a few extra materials to make sure our door was set properly he went to the local hardware store to get them. That's what I call great service! Everything is looking great, we love them!! They are still looking great now and we get a lot of complements on the windows still till this day. Thank you!!!

Very happy, the installers from Factory Direct showed up on time and did a great job. Professional all the way around and it went real well. Very happy!! A+ guys Thank you!

I received several quotes from other companies, they took too long to give a quote and the pricing was much higher. So when Factory Direct came out we talked what I wanted and they were strait to the point and didn't take forever. The Installer, Mike did a wonderful job installing the windows. We also had one window that arrived with a broken frame, Factory Direct got right on it to get a replacement ordered and in. In a short time, there was no hassle getting it taken care of. Mike & Barry were great and overall the job went great!

Installers arrived early and promptly began to remove the applicable windows and patio door. They removed the old windows and replaced with Polaris 1000 Energy Star windows and patio door. In total, it took 7-8 hours to complete the work. The installers were courteous and friendly. I specifically liked the detail that they performed with the exterior window trim. They cleaned up all debris and the old windows and patio door. They covered floors for protection against damage. The only improvement that I would recommend for this company and it has nothing to do with the installation. The installation was terrific. My recommendation is to be a little more responsive to calls as far as install dates are concerned. I would also recommend that they don't use a admin person to do sales and up front house visits. There were some mis-communication about specifics of products and how long it would take for building and delivery. In summary, it is a very good company with excellent installers that go the extra mile! It is a good company to hire. From what I have seen to date, I would recommend this company to neighbors.

They were great. The guys did an awesome job with it and cleaned up after themselves afterwards. They did a fantastic job and the windows are great. Our daughter lives in the condo and she says she can tell a difference in the temperature inside the condo now. The windows are cutting our heating bill and everything.

The first person to come to our house was Barry, who it turns out actually works in administration and wasn't really qualified to give quotes. Barry tried to get me to just describe to him over the phone what we needed and I finally had to just tell him that was the whole point of setting up a time for them to come and give us a quote. He reluctantly agreed to come to our home. Barry measured windows and we also discussed repair work that would need to be done to the stucco on the exterior of our home as a result of damage that would be done when the original windows were removed. He called and gave me a quote on voicemail stating the price and that the price included the stucco repair. The next step was to have the installer come out with the general manager to take exact measurements and order the windows. The general manager, Nate, came out and as we were discussing details about the job regarding stucco, he said Barry shouldn't have said they would do the stucco because that's not really their specialty. He then told us that Barry sometimes talks too much about things he doesn't understand. I asked if the price would change because they weren't going to be doing the stucco work and Nate said no. I asked why he sent out an administrative person to give a quote and he said they were very busy and that I was actually only given a verbal estimate. I stated we called multiple times and asked for a formal quote in writing but nobody responded. He then told me a lot of their employees are old and call in sick a lot (tmi and unprofessional) and sometimes they are short staffed. Nate said they give hundreds of estimates a month and they don't have time to give exact written quotes. We asked him to send us a formal quote. Shortly after, Nate called back to tell me that Barry said he never told us they would provide any stucco work. He raised his voice, became angry and argumentative with me, telling me he trusted Barry. I ended the phone call when he started raising his voice and becoming hostile. After that interaction I was able to find the voicemail Barry left and have attached it to this review. Nate was incredibly unprofessional, disrespectful and hostile. I see this company has many glowing reviews, unfortunately, that was not our experience at all. If you use this company, make sure they send someone that is qualified to give quotes and get everything in writing!

They came at a reasonable time to start pracing our windows, Mike and Tim worked as a great team. They took out the old windows, cleaned and put in the new windows and didn't miss a beat. They were very professional, polite, and hard working. Nathan the General Manager even came by to check on the project and talked with us. We have already noticed a difference in the windows, they are not letting in any cold air and are sealed very well. Our new windows are much better than the old ones. We are now ready for winter!!

Very well, anything that came up they discussed it and Doug handled it. He meet all of our expectations. Over all is was very well done. We are very happy we choose Factory Direct!

Factory Direct Home Improvement did a great job! Tim and Mike took their time and over all took good care of the windows. I'm extreamly happy, Factory Direct Home Improvement did a great job and both Tim and Mike were both polite men. I would use this company in the future again on our next project. They receive an A on the Overall Experience, Price, Quality, Responsiveness, Puntuality, and Professionalism.

It went better than expected!! Factory Direct exceeded my expectations, the installers were quick and thorough. A+

Everything went great!! The installers did a great job. Very pleased!!! Thank you Factory Direct for doing an OUTSTANDING JOB!