THE SANDERS CO

On the recommendation of our architect, we ordered new Loewen brand windows and exterior doors for our house remodel project, through their local distributor, Sanders Company. When the windows arrived there was mounting hardware missing, several windows were mulled out of line, and three of the windows were not mulled together as ordered. Saunders was informed of the missing hardware and told that installers were waiting on site to install. They promised to get the hardware over "right away". FIVE HOURS LATER the hardware was delivered, which caused us additional charges from our installers for their down time. There were also increased installation charges for the mulling of the three windows. We asked Sanders to reimburse us only for the direct increased installation expenses ($600). We understand from our general contractor that this is accepted trade practice. We did not ask for any of the intangible expenses, like management fees and hours from our general contractor (approx $200). Mr Jock Sanders said he was just waiting for me to send him a copy of the invoice from our installer (to confirm the charges) before he "cut a check." I sent the invoice copy to both his sales rep and directly to him. I have tried to contact him since then and he has not returned my calls. Both our general contractor and our architect said that they were so disappointed with the problems, and particularly with the lack of resolution of them, that they would not recommend Loewen Windows to their future clients, eventhough the Loewen Windows themselves are extremely high quality.

First off I'm giving them C's because if I gave them an F, apparently there are other steps to go through to resolve the issue. My only goal is to help others and make sure they are aware that people are having issues with this company. It doesn't mean their experience will be as bad, in fact it might just be the lousy representatives that I got stuck with. I want to also make it clear that my review of the Sanders Company is not a reflection of the Product Loewen Windows and Doors are GREAT!!! and The Buffelen Doors are great too. We have had to modify the Buffelens after arrival and one of them isn't holding up to well since then, but I blame The Sanders Company for that. The Sanders Company from my experience is An extremely rude, unethical, unresponsive, and incompetent group. two week doors took ten weeks. Six week windows, 10+ weeks, eight weeks door 12+ weeks. -The Buffelen Doors were the wrong size and wrong style (our representative and the P.O. said two weeks and it took ten), he confirmed all measurements with our contractor, but they came in as custom doors two inches too tall. We then had to pay our contractor to properly shave down three buffelen doors and frames, costing us over 16 man hours. -We asked for oil rubbed bronze hardware and received brass. Our paperwork says bronze, we wanted bronze... but they claim we asked for brass over the phone. -The Sanders Company had Loewen attach hardware to our windows/doors for new home construction (we're a renovation). Our contractor had to remove those without damaging the door/windows (the company severely lacks attention to detail). -Interior Doors: We asked the representative for a quote and by the time he got back to us (4 plus weeks later), we had already been tired of waiting, ordered from somewhere else and the doors were only a couple weeks away from this other company. A quote shouldn't take four weeks. When we complained, The Sanders Company blamed us. They said if we had waited another week before ordering, we could have had our windows two weeks sooner, because Loewen opened a new, more efficient plant, with shorter turn around times (this was never brought to our attention until way later). Had we known that waiting a week would have meant getting our windows sooner, we would have done it. If this is true, why didn't they provide this information when we were purchasing? He knew we almost had to go with Pella because of timing issues. -After forgetting to charge my credit cards for a few months, they called saying the card expired. I gave them a new one and they forgot to charge me again. Then a few months after that they called and threatened us with liens on our house and hundreds of dollars in finance/late charges if we didn't pay them. How much harder do I have to try to pay a company. Usually a competent company (even an incompetent one) can figure out how to charge a credit card.