Thompson Creek Window Company

So, I receive a note in my mailbox. Thompson are doing work in my area, and while they're around they'd be happy to give me a quote and a discount on work if they can combine the dates. Great. As part of the quote they requested that I upload a full set of pictures of my house so they can create a 3D model. I explain to the company that they shouldn't need this as I can send them photos and measurements of the two windows I need (which you wouldn't even be able to see in the pictures they were requesting anyway). I tell them again that I am happy to send in the pictures and measurements, but no, this is not good enough for them. They need to create a full 3 dimensional representation of my house and this is the way it has to be done. Why I wonder. Then I log on to Angie's list and read some of the heavy sales tactics and big corporate customer sales setup. Ah, I see now. If you ask someone for something and request to send the relevant details, and they tell you that they only way the simple information I offered can REALLY be calculated is by uploading a full set of pictures of windows that I don't want worked on, then I can only imagine the amount of future spam I've saved myself from in designs of my full set of house windows they'd have gained from work that wasn't requested. Even when I asked the company person who called me to cancel, I was then going to be passed over to a different department to accomplish this, because whoever I was speaking to was apparently incapable of doing this for me. If there are any good people here they are shielded by a siloed sales layer. Beware.

They did a great job. They are very responsive any fix any problems without any issue I would highly recommend them to others.

Expert installation of windows. Team kept us informed throughout entire process. Which we had done this sooner to enjoy. You get what you pay for is true.

The work is generally good when it is finished, but they apparently have many more people selling than people doing the work. There is also a disconnect between the people doing the selling and the people doing the work, so on occasion they did not know what they were supposed to be doing (which may have been a function of the huge passage of time between contract and work. We had to wait months and months, with appointment after appointment canceled, with them measuring and then having to measure again, and failing to remember all the work they promised to do. Their product is okay but it could take you a year or more to get the work that you have been promised, work for which you have made at least partial payment for months and months.

ARE ALL WINDOW COMPANIES DISORGANIZED & COMPLETELY UNPROFESSIONAL, OBSCURED BY CALL CENTER INTERCEPTIONS AND DISFUNCTION???????. HOW QUICKLY CAN IT GO FROM BAD TO WORSE? Let me tell you my story ... ON WEDNESDAY, 9-11-19, THOMPSON CREEK WAS NO-SHOW FOR AN 11AM SALES APPT. AT MY HOME THE APPOINTMENT WAS MADE SEVERAL DAYS IN ADVANCE AT THOMPSON CREEK'S CONVENIENCE. Well 11AM came and went and Thompson Creek was a no show. Thompson Creek never (sill hasn't) called or reached out to explain what happened or to apologize (for wasting my valuable time). To add insult to injury, I was already a customer of Thompson Creek from a few years ago (an exterior door purchase & installation). WHEN TC WAS A "NO SHOW" ON 9-11-19, I COULD ONLY REACH CALL CENTER PHONE NUMBERS WHERE I WAS EXPECTED TO REMAIN ON HOLD INDEFINITELY. CALL CENTER PERSONNEL WERE ESPECIALLY UNHELPFUL AND OBSTRUCTIVE. I was virtually held hostage by the call center operators who would not allow me to speak with any appropriate person: either the person who was a no-show, the sales manager or Mr. Rick Wuest, the Owner. After more than an hour holding, one call center rep suggested I wait 7 more hours for someone to (maybe) show up or I could try back sometime next week. Is that how you spell Customer Service? NO RESOLUTION WHATSOEVER. STILL WAITING TWO DAYS LATER. Was able to obtain a email address for the owner of Thompson Creek and fired off my sad/mad story. That was yesterday. Second day and still waiting on a call or email apology and resolution of some sort from a responsible person at Thompson Creek.

Thompson Creek Review I would not buy replacement windows from Thompson Creek EVER again and this is not due to the quality of the windows but the beyond horrible customer service if there is ever a problem. This is a company that advertises all of the windows made are custom for your home at their local manufacturing plant. Additionally ours came with a lifetime warranty. Why has it taken almost three years, countless phone calls, long hold times, techs not showing up for scheduled appointments to have a replacement screen for our sliding glass door and a screen window re-screened because a bird pecked a hole in it? By the way we did pay for these items to be replaced/repaired. We finally got the new slider screen door after two years and as of yet have no screen on our bedroom window! They did not even start to work on replacing the screen for the window until the first of this year. The technician tried to re-screen the window frame at our home but had an issue and took it back to the warehouse to be re-screened. It is now almost the end of August and we still have no replacement bedroom window screen. I have lost count how many times we have called customer service about this on-going issue. When I finally get through to someone, the service coordinator promises a call back but that rarely happens. Since these windows were custom made for our home by Thompson Creek we need the replacement screen back from them. If Thompson Creek can’t solve a simple problem like ours what happens if there are more complicated issues? We are beyond DISSATISFIED with Thompson Creek Window Company!

Never received a written estimate (was expecting an email/pdf). Very over priced.

From the moment I placed the order in August 2018 to the 6th time they blew the deal in January 2019, it was a horror show. I can't believe a local firm with a small-business vibe can be so incompetent. I ordered the storm doors for about $2000, and some 6 weeks later, they offered to come out and take measurements. I thought they were going to install the doors at that time! And then they said it would be 2 more months until the doors were ready! And then they called and pushed the date back again! And then the doors finally arrived....broken! And then they set up another date to install again, and then called to cancel and push it back until after Christmas! And then I told them to cancel the while mess, and they wanted to charge a 20% fee ($400!!!). And then I notified the Better Business Bureau, and then they decided to cancel without a fee! But wait! There's more! They then called 2 more times to schedule the installation, and I couldn't help but yell "What an incompetent company! That order was cancelled!!!!" Even worse, getting someone on the phone who could make decisions and solve problems was impossible. Getting someone on the phone who was willing to identify themself, provide a callback number, or elevate a concern to a decisionmaker was impossible. It was like you're dealing with IBM, not Thompson Creek. And did they even bother to make it right? Did they even offer to cut the price or provide any compensation for the **** they delivered on an unsuspecting customer? Save your money and use someone else.

Thompson Creek replaced our front door and a large window in Spring 2018. They could not have been more responsive during the sales and installation phase. Our initial response was of complete satisfaction. However, shortly after the door was installed the handle began to stick, so the door could not be opened. Over the next few months I took the lock apart myself several times, fixed it, and the door would work for a few mos before sticking again. Finally I called Thompson Creek to come out and replace the lock. It took several weeks for a service man to come out, shortly after Christmas, and after working on the handle for close to an hour he agreed it needed to be replaced, He said he would reorder it and some one would be back "in a couple of weeks" to replace it. I called a month later, and was told I need to "schedule an appointment". I did, and was told no one could come out until the middle of February. I was then called and told because of an expectant snow storm, they might need to cancel my appointment; but if so, they would get someone out within a few days. In fact it snowed, the appointment was cancelled, and then I was told it would be March 18 before I could get another appointment. I asked why it would take four more weeks when it was they who cancelled the appointment, and I was told "that's how it works". I asked to speak to a supervisor, was put on hold, then disconnected. I called back and asked if they could come out sooner; if not, I told them March 18 was not good, but any day later that week would be okay. I was then called on March 15 to confirm my appt for March 18; I told them I had previously said that day did not work for me and that I had requested a date later in the week. They said they had no record of that, and that if I "cancelled" that appointment the next appointment they could give me would be after April 15. Since that time I have called Thompson Creek three times asking to speak to a supervisor or manager in their service department; each time I am put on hold, then end up in a voice mail. No one has ever returned any of my calls. When I call today I was again put on hold then disconnected. It is abundantly clear to me that once the installation process is complete Thompson Creek leaves you out to dry. They have no interest is servicing the work they do or standing behind their products. For that reason I would never recommend them for any additional work.

High pressure sales. Ignore requests to stop daily - multiple times per day - sales calls. Ignored my request to remove me from their call list.

Original crew very good. After the sale service is atrocious. Called to report an issue. Took three weeks to have a rep come out and confirm the problem. Another 30 days for crew to come out to make the correction. They never showed up. Never called to apologize. Had to call them and left a message for management to call me. Instead I get call from service staff member and was told it would be another 30 days before crew could get out to fix the problem. Still waiting on call from management. Next step is BBB. How about it TCW? Where is the customer service we were promised?

I was looking for an estimate to install a new ProVia Entry Door. I have a specification sheet with all the details and what needs to be done. I don't have time to meet with contractors and sit through sales pitches so I was looking to get an estimate over email based on the pdf specification sheet that I created which contains all the details an images. Thompson Creek's contact form on their website doesn't provide a way to attach any documents and does not list any email address. I called and requested an email address and they would not provide it stating policy is that estimates need to be done when meeting the client. All this approach does is force the client to sit through a sales pitch, I'm not interested in playing that game. I know what I need done and I can provide any information necessary over email. If/when they would provide an estimate and I agreed then I would have allowed them to come out and do any finalized measurements, but not before. Be cautious of doing business with any company that refuses to list an actual email address on their website. Companies like this use web contact forms instead of listing an email address to funnel the customer into doing business on the vendor's terms. I'm the customer and we'll do business my way or we won't do business.

Horrible. If you think Verizon has bad customer service, have no fear! Thompson Creek and their crew of inept project managers is here to help! So let's see how many ways they've messed up. 1- Salesman forgot to include many things so they needed someone to come out as the price should increase a few THOUSAND dollars. 2- Uh oh, salesman didn't realize he mixed the quality of products. The price should only increase $7,000 this time. 3- They decided to eat the $10,000 (so how much profit is in the game for them?!?) Ok ok, whatever, at least we're scheduled for install. Ahhh, crap, they couldn't find the product they were to install. It's ok, we have a 8-10 am window for them to arrive but my wife called at 9:45 to be told "Sorry, we forgot to make it! We'll be back in a few weeks." 4- Sorry, we didn't have time to get one window made. The others were installed. 5- A window won't close. Locks are scratched. They make horrible noises. And on and on. They also left a hoodie here. 6- They return to get their hoodie...just as soon as we got all three kids down for naps. Perfect timing for the dog to wake them all up since they didn't tell us they're coming over. 7- Last window here and the bay window is ready as well! Oh no, they forgot to bring over the siding. Womp womp. 8- Guy comes to check it all out and finally get everything in order to be done. Whoops, he goes on vacation before ordering the stuff we needed. 9- He's back! It's ordered! We're nearly done! They come out but oops...they brought two pieces of siding instead of two cases. Why? They did order two but the supplier called them to verify but Thompson Creek decided not to call them back. 10- Ok ok, my insane amount of complaints have been run all the way up the chain. This time, for sure, 8-10 am and they'll be done!!! 9:10 am...Sorry, it's raining out so we can't come. IT'S BEEN RAINING FOR TWO DAYS. WHY DID YOU ONLY CALL NOW? Look, just send out the crew to do the inside work since we planned to be home and they can come do the outside whenever, then we don't need to be home. "No. We have no one available as we're too busy". Busy??? They were supposed to come here!

Amazingly smoothly! Thompson Creek is new to the Richmond area. This spring, they replaced 15 double hung windows in my 1939 home. I could not be more pleased. From the initial sales meeting throughout the entire process, everyone was polite, professional, available to answer questions. The crew was timely, worked hard and finished the job in one (long) day. While not inexpensive, the pricing was fair. And most important, the windows are high quality. I'm already setting the air conditioner thermostat higher with no decrease in comfort. I highly recommend Thompson Creek windows.

The sales person came out and originally told me that a gutter system could be put in place for my flat roof. I signed the contract and put down the deposit. When the Project Manager came out two weeks later, he said Thompson Creek only does hooded gutters and I would need an open gutter. Plus, after waiting all day, he was an hour late. They were at least apologetic and communicative about the delay. At the end of the day, I wish the salesperson wouldn't have sold me something they wouldn't do.

We had French Doors installed by Thompson Creek and while we like the doors the entire experience has been a nightmare. Long story short after repeated calls of water getting in and weather stripping failing they determined doors were not installed level so during storms water was leaking into our home. First they tried shimming up the end. Water continued to get in. We had water damage and mold in the length of time for them to finally figure out issue and re- install the entire frame to make the doors level. Then when that was done the crew left the doors with a gap!! So they fixed one problem to cause another. They had to order a part and was promised Oct. 9th and that was pushed back then they said part would be in on Oct. 25th and installed on the Oct. 26th. Now they say that can't install on the 26th. We can't have our repairs from the mold remediation done until our doors are repaired. So currently living with a opening in wall/baseboard next to door, flooring removed from mold remediation and a gap in between our doors where the elements, bugs, etc... can enter so I have duct tape across my doors. They have said they will pay for repairs but I have sent invoice and so far no response. From my experience customer service is not their priority. To get the sale you constantly hear from them but once there is a problem it's all on the customer to follow up.

Back in July I had two sliders replaced with Thompson Creek Doors. The doors are heavy and appear well made and as a local firm, I thought they had a good reputation. One door is leaking and has ruined my wood floors. I have called them repeatedly in the last 3 months, always being assured that they will be out as soon as they can (but that with the weather, they are really busy - I get that) However...I have never received a call back or a visit.....and can only get the "customer service" people on the line...managers are always unavailable - although I have been assured repeatedly that the customer service folks are emailing "my" manager, directly with my concerns and phone number and that I will receive a call back. Tomorrow I am filing a complaint with the Better Business Bureau and calling a handy man to see if he can make the water quit seeping into my living room. Just posting in case you are considering using this company. My advice would be to save a headache and call Anderson Windows and Doors. I wish I had.

MY storm door leaks in heavy rain storms, to my surprise the storm doors are not made to keep the elements out. Them add states that it will keep the elements out and the comfort in. I’m disappointed with the hassle-free warranty because it was anything but hassle free. Once they get your money they don`t care. I will say that my windows and door work great. Accept for this 1 storm door. I spent $15,000 and this is thanks that I get!!!!SMH

The initial work to install French Doors went very well and they turned out excellent. Getting the installation scheduled was slightly challenging, but we were able to work to overcome that challenge. The bigger more frustrating challenge has been the lack of response from the service department. In June when Maryland started to get a lot of rain I noticed that water was coming through the door near the window pain area. I emailed the project manager and received no follow up email or phone call to address the issue. Furthermore, I called the service department on a Saturday roughly a week after no response from the project manager. I gave them my office number so that the team could reach me during the week, but I still received no response and rain continued to come and damage my hardwood floor. I continued to make follow on calls to Thompson Creek and gave them my roommates number who has a wider window of availability, but neither of us received any follow up calls. I love the doors and think they look great, but the non-responsiveness of Thompson Creek has been very frustrating.

They did great job! I will definitely recommend them and absolutely use them, again.

Generally, everything went very well -- quotes, communication, etc. The only snag was despite our clearly stating beforehand repeatedly that the replaced trim had to be the color indicated by our HOA, the installers ended up doing it in white so part of one of the dormer was white while the other was the original color. Then the person leading the installation team had the nerve to say we just had to paint it. I followed up with Thompson Creek customer service who had them come out later again to fix it so all ended up fine.

Pre-sale was great. Nice presentation. Quality was good....stated that if there was any proplem that they woud be out imediatly to solve. Nope.....first rain one downspout didnt work....corner downspout over flowed like never before. My 30 year old gutters performed better! I called to have some one come out to provide service but they said that their crews "had a few months off" so they couldn't send anyone for a few months.....are you kidding me!!! I have filed a complaint with the Better Business Bureau and will also send a letter to the Maryland States Attorney. How can they be rated A+ on Angies List? I need a bathroom remolded and will not use Angies list for that!!!

salesperson should win an award! Rest went downhill fast. First rain nothing worked as she stated. After that it was fall/winter and not much rain to judge if the system worked. Spring rolls around - water flying off the roof in one spot like a waterfall. Company tried to blame my roof, and would not even come out to be sure that was the case. Kept saying my roof had loose granules. Every roof has loose granules. I had someone check out the system - clogged with tree helicopters and debris. AND the diverter they installed was cracked. And it was nailed to my roof and that had an issue also. Had they come out they would have seen this and honored the warranty. As it is, I believe I am due money back for the diverter and gutter covers that did not work as the salesperson assured me they would, and because Thompson Creek won't come out. Oh, and then they tried to sell me a new roof at a cost 3-4 times what everyone else charges. I would never recommend to anyone.

I purchased Thompson Creek windows in 2007. They're great! The exterior of the windows are covered with vinyl around the window frames. One small section of the vinyl started to droop which exposed the caulking around the window. After a recent heavy rain storm, I had a small leak at the top of my picture window. I have a lifetime warranty on parts, labor and workmanship. Now they offer a 50 year warranty. Anyway the serviceman came and recaulked the window and secured the drooping vinyl. No more leak! Because of the warranty, the service call was free.

Salesman was good. Project manager was good (initially). After window was measured it took about 6 weeks for TC to manufacture the window. Upon delivery/install is where the lack of professionalism shone through. Installers left our house a mess and spackle all over the inside window border. They arrived late with no notification that they were going to be late. They did enough to do the job but left everything as a mess. Refer to photos. Currently we are trying to resolve the situation. It is taking a lot of effort from me; TC is not initiating anything to resolve this. The project manager has all but forgotten about us now that they’ve been paid. I will never use TC again.