Thompson Creek Window Company

On our last install, the service manager was evaluating the work of the crew, we had expressed an issue with our front door. The service manager took notice of our concerns, took a short video of the issue (the transom had a few areas of wavy-ness at each end) to document the issue. He then called the office and explained the situation. Since they had already the measurements, no measuring was necessary. The company had to make a replacement. When this was done, they called to schedule a removal and replacement. When the day arrived, I was very nervous. Previously, the installers had indicated that we were to wait at least 24 hours before painting the caulking. On the original day... the weather services future models were predicting a downpour. The storm was coming from the west and the door faced west. After a short chat with the front office (who agreed with a request to postpone) the new day was scheduled without delay. The service was performed without delay and better weather on tap for the removal and install. As an aside, for the first time since being in the house, the AC is doing a great job! We are actually COLD now! Our electric bill is also about 1/2 (at the peak of the "cooling season") of what it was before our windows were replaced! Comfortable while saving money!

Contract and deposit check was signed on 8/19/2014. On 8/27/2014 a representative arrived to measure for the installation. We were told the project coordinator would contact us when the Building Permit arrived. This was the first mention that a building permit was required for the job. He said this could take up to a week. I called Thompson Creek @ 9/9/2014 to inquire about the status and Karen returned my call. She stated that they would schedule someone to go to the county offices to acquire a permit on 9/17/2014. I asked her if they could begin production of the window prior to the permit being obtained and she said no because they would not be able to use the window if the permit was denied. I reminded her that the window we are purchasing is a standard size and that they were cutting the opening in our house to fit their window, it is not a custom unit. She refused to start production. I asked what my options were and she stated none, I did not exercise my 3 day option to cancel so I was obligated to endure whatever they threw at me. 9/19/2014 Karen called to state that the permit had been obtained and that the first available date for installation is 10/28/2014. I called the office and requested to speak with Robert our sales representative and he returned my call. I expressed my displeasure with the timeline and he said he would have someone call me. Amanda called back and stated she would contact the production manager on 09/22/2014 to see if the production date could be moved up. She did offer to cancel the order unlike Karen. I told her that I wanted the window and requested a discount for the delay. She said she would not be able to offer any discount. On 9/22/2014 Amanda called and said that the date could not be changed.

We have not used them yet but so far what they have done is good. They have good quality.

Thompson Creek replaced 7 of the original 28 year old windows in my townhouse with double hung, double pane windows. They replaced a sliding glass door with a patio door. The sales representative and the gentleman who did the measurements were courteous and answered all of my questions. The installation team arrived on time and began work immediately. They worked efficiently and cleaned as they went. A project manager came by during the day to check on their progress and to make sure that I did not have any questions or concerns. The installation team discovered that the exterior shutters on the second floor windows were not installed properly and installed them correctly after the new windows were in place. They put in extra time to do the interior and exterior finishing of the patio door. Despite being caught by a heavy rain storm as they were finishing the job they still took the time to make sure all debris were picked up and the yard was clean. I am very happy with the quality of the products.

The basic installation was great. All the work looked good. Fast, professional. Nice guys. After the work was done on the front screen door, the inspector came and found they had installed the wrong kind of door. Next appointment the team found out (as I understand it) the new frame also had to be replaced, so another appointment was set. They express ordered the materials and were able to get the work done according to our scheduling needs. So, the good news was that they inspect the work and keep it up until they get it right, it just took a while. Only complaint is they installed a natural-colored strip of wood at the intersection of the black door and our dark wood-stained floor. I had to stain it. Seemed to us an easy thing they could have taken care of.

The salesman was informative but not pushy and gave us an opportunity to negotiate with the home office for an additional price break below the sale price. He set us up with the person who does the measuring before he left. Very quickly after the measurements I got a call to set a date for the installation. I could have gotten an appointment within the next two weeks but the week after that was more convenient and no problem for them. A Project Coordinator was assigned to us for any questions but his explanations about the installation process was so good we had no need to contact him. The two young men who installed the windows arrived within the specified two hour time frame and went to work quickly. They spread drop cloths to keep things clean and were careful not to damage anything in the house. They were courteous, competent, and thorough. They removed the shutters to do the best job of insulating around the new windows and then replaced the shutters. They cleaned up very well and hauled away the mess. All in all the whole experience was positive and the windows look great.

EXTREMELY disappointed, will not use again. Issues, in order: 1) First, called and scheduled my appt for an estimate. Made VERY clear I only had one window, did not want any other services. Was able to schedule the estimate very easily and was excited that things went smoothly. Was then called 6 times (three from the SAME person) to confirm/change/update/discuss my appt. 5 of 6 of these calls were WRONG and 4 of 6 were after I explicitly stated that I wanted a note put in my file confirming the details. I did speak to a manager, and received an apology. Most of these calls were in the middle of the day, interrupting meetings/work. 2) The cost was high, but given their reputation, and the fact that the window was in the basement, we wanted to ensure we got the best quality and this seemed the right answer. However, when we finally go the window and had the install, it was installed so poorly that it wouldn't open, but moved around in it's frame - completely NOT water tight. We called the office and had someone come out to check, and he agreed that the whole thing had to be re-installed. Due to scheduled, we were not able to get them to come back for 1.5 weeks. I do not mind paying for high quality, that's fine. Given their rep, I thought that was what we were doing! However, given the poor work, the harassing "confirmation" calls with the wrong information, and the delay in getting them to come back and fix their work, we will NEVER use them again or recommend them to any of our friends. One positive - Josh, the sales rep, was very nice and very informative. I would say it was the only part of this job that went as I would have expected.

Overall experience was very good. Professionalism of the employees was good. Quality of the products is excellent so far. Double lifetime warranty is a nice feature too! Install went very well and on time without any issues. Only real drawback of the company is the product pricing and how it's handled. Sales rep came to home and gave extensive (possibly too much detail) demo claiming TC products are far superior to competitors (how is a client supposed to know the differences unless we work in the industry? so we take the sales pitch at face value). Sales rep claimed that discounts could only be applied if contract was signed that day; somewhat of a turn-off getting that kind of pressure. Sales contract that was presented only showed overall costs; there was no breakdown of the cost for each window, labor, materials, etc. When Sales rep was asked to provide a breakout of the costs, he said that TC didn't do it that way since they were offering such significant discounts (sorry, but logic did not seem to apply to that reply!). When Project Coordinator got involved after contract was signed, email and voice mail requests were submitted for TC to provide the pricing breakout. Never received a reply to these requests. For a company that prides itself on high-quality products and high standards of professionalism, it's a shame that TC hides its profit margins by only offering total costs on a contract. Having a breakout would allow the clients to do comparison shopping with their competition. If ever to use TC in the future, contract will not be signed without a cost breakout. TC, since you monitor these reviews, pay attention to this... the issue with your pricing seems to be a recurring theme with the AL members posting reviews of your company.

Salesman measured doors and used computer software to determine that the 4 slider doors could be replaced and look exactly as they currently do. Contract signed. Senior technician came out and remeasured doors for accuracy. Advised that 4 slider doors could be replaced exactly as is. Questioned project coordinator who said that based on software and measurements that everything could be replaced exactly as is. Received call from project coordinator who advised that factory said they could not replace 1 of the slider doors exactly as is and would need to remeasure. Requested money back.

A Thompson employee came by, said they were doing work in the neighborhood, and asked if I was interested in getting an estimate. We've been having a problem with our current gutters (water running over the side of the gutter, even in light rain), so I said okay. Sales rep showed up on time and listened to my description of our gutter issues, and without going up on the roof decided that the gutters were pulling away from the fascia, that they couldn't be repaired, and that the only solution was complete replacement. He then went through a very thorough and very slick presentation of his product, with comparison to competitors' products, which took almost two hours. The final quoted price was something like $10K for ~320 feet of gutter, with a discount if I ordered in August and a bigger discount if I booked the job that day. Since this was the first diagnosis of our gutter problem, and Thompson was the first company out, I started doing some research. The sales rep presented their product as a proprietary design which they produce in-house. The latter part of this is true, but the product itself is identical to a midwest product called Gutter Shutter (www.guttershutter.com). It turns out that Thompson used to be a licensee of Gutter Shutter, and there is now a lawsuit pending in MD court over Thompson's use of the machinery they purchased from Gutter Shutter to manufacture the gutters after the expiration of their license agreement; I have no opinion over whether the suit is justified, but the facts in it appear to be uncontested. This misrepresentation by the sales rep was sufficient to give me a bad feeling about Thompson and to make me unlikely to hire them. Several days later, a rep from another gutter company came out and determined after two minutes on the roof that the issue was that the drip edge had been improperly installed all the way around. Their estimate to install new drip edge and tighten up the existing hidden hangers in the gutters was less than $1000. It seems to me that the Thompson rep was interested only in selling me his product, not in actually diagnosing and addressing my issue. Update, responding to the company: A lawyer friend of mine looked into the suit and saw the transfer to MD (as I stated above) but not the dismissal; I will take the company's word that the suit was dismissed. My summary of the suit (which can easily be found with a Google search) actually cites the Thompson position (continued use of purchased machinery after the expiration of a license or dealership agreement), not the MidAmerica position. I don't object to the Thompson rep trying to sell me his product; I object to his uninformed and incorrect diagnosis of my gutter issue and his claim that my current gutters could not be repaired and needed to be replaced. And if you doubt that the Thompson gutter product is identical to the GutterShutter product, just take a look at the detailed drawings on the two companies' web sites. Even the descriptive text is similar: http://www.thompsoncreek.com/gutters/gutter-construction and http://guttershutter.com/wp-content/uploads/2014/06/gutter_shutter_system.gif

I will start by saying the windows and window surround they did install looks good. The F for responsiveness is because one of the windows has not been installed correctly in over 2 months. All but one window has been installed correctly. This one window has taken TC 3 times now going on the 4th time to get it right. The window was scratched one time and the other times the grids did not line up with the rest of the windows installed. This job I am not satisfied. I have to take off each time when we have schedule to find out they cancelled the day before or the window had defects or alignment problems. This one is very frustrating which is why i rated them low. I took my blinds down to accomodate them and had to delay and cancel getting my blinds back up. This is unacceptabele and very frustrating! On another job TC installing 2 window surrounds. 1 of 2 was done nicely but the other they brought out the wrong design to the house and were about to install it if I had not been home. This was very scary!!!

They did an excellent job!! The door looks absolutely amazing! I was very happy with the salesman, the project manager, and the installers. Everyone was very friendly and helpful.

Called and to my surprise they were able to come the same day to do the quote. 2 entry doors, 1 pretty door with window for the front and basic steel door for the basement. The sales pitch was fine, except I had to give them a check to lock in the price of $5500. He also said if I found a competitor with a lower price they would match it and give me $50 for my trouble. Had 2 more bids, one was $7100 with an upgrade in style of window door and 1 at $5000 for the same. TC came today for the final measure and I advised of the upgrade... the new price was $7500. I showed them the lower quote and they refused to honor their matching price guarantee, so I cancelled the deal. Very disappointing. Will not consider them for any future work.

I was very impressed with the professionalism of the people and the company. They are very good at the handling the details and following up to make sure things go well. I was willing to pay a little bit more to know that it was going to be handled well. They delivered the new window sooner than expected and scheduled the work quickly. The only suggestion for improvement is that the installer could have a little more to improve the finished look with the interior calking. I would use them for additional window replacements.

We liked their punctuality and price. We went to a home show to check out other people's windows, and even big names, because we wanted to compare quality, and they were excellent. We even had French doors with sliders replaced, and they were not sure what to do, as they had just started installing slider doors, and they were here until 9 at night, and they called in another crew, when they had a problem to help them. They put up lights. They told us it would be done in one day, although we had 37 windows, and 2 sliding They kept to it, and finished it in one day. It was excellent. Since then, we have had one or two problems with windows where they mixed something, but they came immediately and fixed it. There was one window which was probably a defective window, because it looked like the seal had been broken, and it was cloudy on the inside, and they came back and replaced it. The sliding door handle came off, because they were working at night, so they couldn't see where the screw was or something. They came back and did that. They are very good on follow up, and they don't question you either. Recently we had them put in storm doors, and we couldn't get the lock to line up properly, and they had to come out 3 times to fix it, and they fixed it. They were excellent, but their price was a little on the higher side. We recommended them to our neighbors and our neighbors have used them.

This is about the installation only. We obtained 6 bids to replace our OEM 4" gutters and downspouts. We were having waterfalls during heavy rains. Although not the cheapest (nor the most expensive) we were most impressed with their presentation and salesperson. We liked the product -- 0.032 aluminum 6" seamless gutter with a perforated cap and lip behind which slid under the shingles but was fastened to the fascia board not the roof. We had tried various net or cris-crossed covers before without success and felt that this design was better. The plastic brackets (one every two feet) inside the gutter fastened to the fascia with two screws and to the gutter and cover in four places. The downspouts were larger and three included filters. One downspout snaked under the deck to join another in a wye connection leading to our storm drain. Two men arrived promptly at 8am and were joined later by two others. A Quality Assurance supervisor visited during the day. All employees were very friendly and professional. The care they took, both on the ground, and especially perched high on their ladders, showed that they were not just installing gutters, but were installing something that would look great when finished. For example, all screws, caulk, and joins were spray painted to match the aluminum, even three stories up. The work was discussed in detail before being started and all went without a hitch. They finished just before 4pm. The site was cleaned up well and despite having 3 story ladders all over, there was no major damage (a couple of tree limbs were bruised and the grass torn up where the ladders were placed). The results look good and we are now awaiting our first heavy rain in order to test whether these do the job we think they will.

They were very professional, and did excellent work. The product is superb. Overall we were very pleased, and that's why we are calling them back.

I was surprised that the company kept right on top of this very small project from start to finish After the visit from the company salesman, an installation professional visited us to assess the difficulty of the project and plan for any hurdles. In our old house, there are always plenty of these. In fact, they were so meticulous, the factory even called to assure me that the production of my door was right on schedule. When the installation team arrived, they were prompt and efficient. The installation professional arrived about two hours after the project had begun and advised the installers on the way to avoid the pitfalls presented by the old walls. When they left, one would not have known they had been there. The result was beautiful: a lovely door that floods the basement with light, one that opens and closes smoothly and easily, and insulates as well. We love it. GREAT JOB, THOMPSON CREEK.

We no longer have to clean our gutters. I would use them again in the future.

The entire experience with Thompson Creek Window Company was outstanding. While there are certainly cheaper options out there, the quality of the product and the people involved was worth the investment. They made the entire process painless on our part and walked us through each step of it so we'd know what to expect and when. The team who came to install the doors was fantastic and made sure we had all of our questions answered and that we were 100% satisfied before they left. The yard and entryway were spotless when they left; you'd never have known they were there other than the beautiful new doors. We will definitely use them again.

He went through the routine of showing how great their products are (that takes about 1 hour), then give me a quote of about $4000 for a sliding patio door and picture window. The quote was about twice the price the other companies quoted me ( I have not tried home depot). So we didn't accept it. The rep obviously was not happy with that, said more than 3 times that he drove from Virginia to Maryland in traffic hours for 1hour and 20 minutes, and workers in their factories need to support their families, the company is paying him salary..... I gave the company a try because the very high Angie's list rating. I am a little disappointed with this process. If you want to pay for very high end windows, you can try them, but I am a little annoyed by "do you really want to put cheap windows in your beautiful home" kind of question.

My experience with them was excellent. I would recommend their quality, their professionalism and the appearance of the windows.

They are not local, but they are in another county. They took down the existing gutters and put up new ones. I was satisfied with them.

Went well. The sales person was professional and not overly "salesy." He dropped the idea of trying to upsell me windows when I told him I was not interested. They offered a price, with discounts for scheduling, giving them refererals of others that may be interested in their services as well as placing a sign on the lawn. We negotiated a price that did not include giving them the names of other people. I talked to the Sales Manager on the phone and he was able to increase the discount from what the sales person could do. The work was done in a timely fashion and completed in one day by a hard working crew of three people. It rained that night and the gutters looked like they were doing their job well. Everything worked out well.

Our entire experience with Thompson Creek was beyond wonderful from start to finish. They were incredibly responsive and showed up for an evening appointment the day after we requested a quote. The sales rep who came to our house was extremely knowledgeable and friendly, and did not pressure us or try to up-sell us. In fact, he skipped a large chunk of his presentation when he realized that it might be a waste of our time (because we already knew the information). The sample window that he brought to show us was the best window we had ever seen, and we were pleasantly surprised to learn that the price was comparable with a big box home improvement store, but the quality was far superior. We hadn't expected to sign a contract right then and there, but the quality and price was too good to pass up. Although the sales rep gave us a three week window for installation (because they make each window to order), we actually got our windows installed within a week of signing the contract. Installation went very smoothly and the installers even replaced our outside window trim; we were not expecting this but WOW, it really made a huge difference in our house's curb appeal! Installation took only about 4 hours. A supervisor came over and walked us through everything, both inside and outside, and made sure the installation team was performing up to our expectations. Everyone spoke English fluently, which was also nice. I cannot stress enough the quality of these windows. Our old windows got very hot in direct sunlight and let a lot of heat through (and let a lot of heat out in the winter). These new windows stay at a consistent temperature no matter the weather or sunshine and we have noticed a major difference in our heating/cooling costs. They have weep holes so water doesn't get in the house if you accidentally leave the windows open during a rain storm. They have bug guards, so the windowsills do not become insect graveyards. All of the outside edges are rounded, so it is not possible for water to pool on the windows. This is my third home, and this is the third time I've replaced old windows, but never before have I seen such amazing quality. Even though our upstairs windows were installed shortly before we purchased our house, we plan to have Thompson Creek replace them in the next year or two.