Thompson Creek Window Company

on April 21st they installed a sliding glass door.The installation was done incorrectly which allowed water to come in under the door and wet my rug. In addition, upon inspecting the door further I find a crack running down the side of the slideing glass portion of the door. I called them on Monday and advised them of the problem and my concern that with furthur rain additional damage would be done to the rug. Fortunately, because the rain occured on the weekend, my wife and I were home and were able to notice the rain coming in under the door and were able to put towels down to prevent furthur damage. I told them that I would be available from about 9:30 am to about 12:35 when I had to leave for work. I believe th lady I spoke to said her name was tricia. She said some one would be there. Well, no one showed. I called again that afternoon and was promised that someone would be there on Tuesday. Again, no one showed up and no one called. So, I called again and was promised that some one would be there on Friday. Again, no one showed and no one called.I am at a loss as too what to do next other than to file a small clais action for the value of the door that I paid for and assuming the rug will get very wet if it rains again and I am not home to try to stop any damage to my wall to wall carpet.

It went very well from sale to post installation inspection and work verification. The crews were totally professional, very careful and cleaned up after themselves to a "T". The windows are very high quality and the installation quality is excellent. I would recommend them to anyone even though they are not inexpensive. Corporate follow-up on all questions was prompt and thorough leaving nothing unresolved.

They seem to be very helpful. I will use them again in the future.

They came out and viewed the area I wanted repaired. He went around the entire house, then proceeded to go over there system for gutter replacement. That was not my issue, it was the soffit. He as stated, went over the gutter replacement procedure. Again, not my immediate concern. After his presentation, i asked again about the soffit. He stated that that would be repaired when the gutter system was installed at a added cost, also making note that if wood needed to be replaced, that would be an added expense. His final price was $4,397. He wanted me to sign a sheet stating i would get the service that day at a discount for around $3,068. Again, not the issue I had. I got my soffit replaced for $150.00 and my gutter cleaned at no extra price.

Thompson Creek's sales person (Reggie) came out to our house in October 2011. Nice guy but the appointment took too long. We decided to purchase a new back door and have it installed by end of year. Reggie had reassured us of Thompson Creek's excellent customer service and if anything were to go wrong, we would even have access to the president of Thompson Creek! 12/5/2011 was our install date. The entire installation team was very nice, professional and did an excellent job with the installation, HOWEVER, the hardware used was different then what we actually ordered. It was gold instead of the aged bronze like the rest of the doors we have in the house. I called our appointed Thompson Creek project manager, Erica. She was nice but she kept telling us that the hardware we ordered is not available. We explained that during the sales it was never mentioned that Thompson Creek could not get the correct color hardware with the door we ordered, in fact Reggie had said over and over again that it would not be a problem. While Erica did her best to be nice, it was not enough. She couldn't make any decisions, she had to keep going back to someone internally in the company and would take days to get back to us. After a few weeks of bugging them they finally said they will fix the problem. On 1/14/12 Thompson Creek install team came back to change out the hardware (knobs and locks). This time they installed the right color but the incorrect lock. Incredibly frustrurating! Had to call the project manager again and took a while to get a hold of her. Apparently Thompson Creek upgraded their phone system except I had left about 5 messages and seems no one actually got our message. We finally got the correct lock installed on 1/18/12, even with the third time around, Thompson Creek tried to tell us they could not work around our schedule and after some complaining, they finally agreed to come when it was best suited for us so we did not have a take another day off from work. I asked repeatedly if there were people we can deal with or talk to someone about our experience and got some supervisor's number but never got a call back from her. Watch out for Thompson Creek, they promise a lot, the door quality is good and the installation team is also good but everything else was absolutely terrible for us. We will never use them again.

They were a little bit pushy when trying to sell the system. It is a very high quality system and they did an excellent job on installation. I am very pleased with how it turned out.

The person that came to do the estimate was superb and knowledgeable. He was excellent. The windows will be ready in 3-4 weeks to be installed.

The crew was very good, efficient, thorough and clean. They were in and out on the same day.

Our Thompson Creek experience began at the Annapolis home show. We looked at six different windows, and made appointments with six different contractors for estimates. Thompson Creek was the first scheduled. Their salesman was prompt, knew his product, and gave us a fair price in our opinion. No hard sell. We were so impressed with the window (we were at the home show too), we decided to cancel the remaining estimates and go with Thompson Creek. The next visit was from the individual who took the final measurements. Again, he was on time and very professional. It took approximately three weeks after the measurement was complete for our installation. The three men on the install team clearly knew what they were doing, arrived on time, and worked non stop until the job was done. The installation was flawless, and the end product looks great. We are very pleased, and intend to use Thompson Creek again when we replace the remainder of our windows.

The teams that performed the installation were all very professional and worked hard to get the job done. Due to some now resolved problems, it took multiple trips and thus multiple days to get the job completed. The product is very good and would choose it over again. I can already tell that the windows are going to save me money on my heating and cooling costs.

I thought the whole process with them was fantastic. All the way from the estimator, billing department, to the installers they were all professional. The quality of the windows is good and I think the pricing was fair since the quality of the window is so good. They are maybe a little pricier than most but they from the service I have seen so far it is well worth it. They were here right on time they said they would be here between 8-10 and they were here at 8:10.

Making an appointment was easy and the salesman showed up on time. Note: when they say you need 90 minutes for the estimate appointment, they mean it! 1) 12/31 Pre-install: Holy sales pitch! The guy's name was David. He was an ok guy. The first 30 minutes of his presentation was going through a booklet of all the reviews/awards TC has received in the past. This was a little too much for me b/c as a consumer, I did my research. After that we started discussing windows. My window had an arch at the top and it was super expensive to get that 'custom' feature. So the deal was to hang two windows (looks like one) and close up the arch. When negotiation time hit, I felt like I was at a used car lot. The 'deal' I was getting was for $2,200 (down from two higher prices): close arch, frame window, repair dry wall. That did not fly with me as it was too expensive. I told David this was the first estimate I was getting and I was not signing anything today as I wanted to get other estimates. He insinuated he wasn't leaving until we came to an agreement. He had to call his boss to see if he could lower the price yada yada ya. Out of frustration, we settled at $2K, and set up a date to measure in Jan. I still thought this was overpriced, but just wanted/needed the job down- and for David to leave! He was in my home for nearly 3 hours. 2) Early Jan Measurement: A gentleman came in to measure the window. Pretty standard. We set up the March install date. 3) 3/9 Install date: A project manager came over first to make sure I was home and to check the job site. Installers came over second and before the PM left, he asked about the drywall. I stated that yes it was supposed to be repaired and it was to be paint ready. Well his document did not state that and thus, no dry wall repair. He was right. The paperwork did not state that- yet, the paper work is in a grid format all abbreviated! So tough luck for me. How was I supposed to know when signing the abbreviations did not match what I thought I was buying. The window did look great finished, and the installers were nice, funny, and personable. However, I have drywall above my window in an arch shape- not taped- and water damage in the bottom corners. I will now have to pay someone to repair drywall and get the wall 'paint ready.' I would have never paid $2,000 if I knew the entire project wasn't going to be finished. Bottom line: The installers and the product were an A+. The salesman made the experience a D. If you are thinking about hiring TC, request anyone other than David for an estimate. Get everything written in plain words to reduce confusion due to thier abbreviation/grid system. Further, there were many more positive reviews back in December when I initially looked. Not anymore!

After calling for an estimate, someone came the next week. The salesman was pleasant, personable, and thorough, demonstrating all functions of the window & carefully explaining the energy-saving aspects of the design and glass. I only moved furniture away from the windows. They came on time and did everything else carefully and efficiently. The next day, I checked around the outside of the house and only found a few very small bits of vinyl, glass and metal.

They did a fantastic job. They were very friendly and professional. I couldn't have asked for any better service.

They did really good work for us, I was very pleased. They recently did our gutters and I think I like their windows better than our gutters but not that much difference.

After making contact with TC at a Home show, where the the sales reps were aggressively making contacts, I made an appointment for a Sunday at 5:00PM. I do not keep "bankers hours," so I frequently work on Sundays. I left work early on that particular appointment Sunday to only have someone call and cancel right before the time they were to show. After a week of phone tag, I finally spoke to someone on a Saturday to set up another appointment. The rep made a Sunday appointment at 9:00AM. ( the next day, his choice of day and time.) He also was very concerned that my wife be there, as well. I did not know her plans, so I could not swear that she would be home. He was very concerned about this point. This was just for an estimate, and my wife really doesn't care about the windows as long as they look nice. We agreed on the time, and he said he would transfer me to the dispatcher. Well, bottom line is, he hung up on me. I never got a call back to fix this error. OKay, come Sunday morning( staying home from work) I foolishly expected TC to keep the appointment he made and I agreed to. (silly me) Sunday morning, 9:00AM came and went as did the rest of the day without so much as a phone call. I suppose being ranked one of the top ten remodeling companies in 2011, a visit by the POTUS and a constant recommendation from Chris Core from WTOP, Thompson Creek has all the business and money it needs. My 35 windows and 2 french door panels ( $15K++)are not enough for them to bother. In that case, I don't need to bother with them either. Are you listening Mr. Wuest? After reading other posts, I guess I'm not alone in my frustration with TC and sorry to say I have no report on any service. I will report on the services I receive from Thompson Creek's competitors.

Went to the Dulles Expo Home and Garden show looking for vendors for a couple of upcoming projects, including replacing the gutters on our 40 year old townhouse. Living in Reston, we have lots of problems with our gutters filling up with leaves and looking for a system that did not require constant maintenance and cleaning. Talked with a rep at the Thompson Creek booth and were impressed that we scheduled then out to provide us with a quote the following weekend. By the time they came, we had received several quotes in the $2500 to $3500 range. The Sales rep, Seth, did a great job of explaining their system and provide a quote that was better than all of the other in both price, options and construction. We signed up and scheduled for April 9th for a pre-installation meeting for detailed measuring of the gutters and collect more detailed information about the installation. On the 9th, the person arrived and stated that he was to make the gutters, this was not explained, and then schedule the installation. That was fine but would have been nice to know. He then advised that the sales rep did not document the proper color and that he did not have it on the truck and could not make them. This means rescheduling another day for gutter making before installation. After talking with a customer service supervisor, it was rescheduled to do the gutter manufacturing and installation on the same day on Saturday, April 17 arriving between 12pm and 2pm. After arriving home around 11:30am on Saturday, I found two gutters made and laying on the front sidewalk. The house requires four gutters. No one called or advised that they would be making the gutters earlier in the day or I would have been home.Called customer service twice to see what was going on and was promised a return call and none was received. The installation crew arrived at 12:10am and went right to work. They explained that they had made the proper amount of gutters for the project. The installation crew did an EXCELLENT job. They worked hard and professionally and had everything done, including a great job cleaning up the area in about 3:5 hours. An installation foreman did stop by during the installation to check on the status and drop off a couple of pieces that the crew needed to complete the project. We discussed the communications issues, understood my concerns and apologized. Besides some communications issues, Thompson Creek did a great job on this home improvement project

They did a good job. I thought the work should have been done one way. They thought it should be done another way. I like their gutter design. I like their product. Their price ended up being less that the estimate. I am having them come back out to fix one side of the house that I am not happy with.

If we had researched them before the work we would not have went with them. We love the windows, but the installation team was terrible. It took a long time and we had to call them continually. They were also over priced. They put in the flashing wrong and got caulking all over our house. It was a horrible experience.

A nice young mand stopped by unsolicited one night to talk about services offered by Thompson Creek. My wife and I were interested in gutter replacement so he scheduled a visit by a salesman for the following night. He even called a scheduler at Thompson Creek and had me talk with her to schedule the specific time. The salesman was a no show the next night - without any phone call or email from anyone at Thompson Creek. I have concluded that if they can't be relied on to provide a salesman as promised they certainly can't be relied on to do an installation as promised.

My old door began to leak argon gas and started to accumulate moisture in between the glass panes. I had 4 companies give me estimates and decided to go with Thompson Creek because of the quality of the door they were going to install relative to the price and because I heard great things about the company. On the day of the estimate, the sales person arrived on time and gave me the estimate for the patio door. He was a little aggressive which could offend some potential customers, but I took it as him begin passionate about the products his company installs. On the day of installation the company arrived on time and installed the door quickly and professionally. Overall I was happy about the process from start to finish, the only gripe I have and it is small is pressure tactics that their sales person used, it did't bother me but I could see how it might bother others

On the install date, their service truck broke down and they were unable to make it for our scheduled appointment. I was annoyed because I had already removed all the window treatments and moved furniture around in addition to taking a day off of work. I received a call early in the morning saying there was some trouble with their work truck and they would be in touch with me to let me know what was going to happen saying they would call me right back. I had to call them back over an hour later at which point they told me they were not coming. I understand that things happen and this was beyond their control but when I was paying them $10,000 (including the second door we are getting done this summer) I expected at least a follow up call.... I also asked them to have my sales rep contact me as well as the customer service manager, again no calls. That being said they were able to get me an install date the following Saturday so I wouldn't have to take off work and credited me $125 for my inconvenience. I asked for more however that number seemed fair. I was going to raise h*** about the fact that the rep or customer service rep never called me back but it wasn't worth the stress. Fast forward five days later, the workers showed up on time and I must admit at first I was a little apprehensive because the team leader spoke very broken English (in fact of the four workes, 2 spoke no English at all). However he was extremely polite and courteous, after they were finished I actually got his personal contact info for some drywall work I need to get done. As soon as the guys started they worked their tails off for the next eight hours, and I could not be more thrilled with the end results. I swear they never took a break, just kept working from 9:00am to almost 6:00pm. The windows are great and I have already noticed a difference in the house temperature. Long story short, not 100% happy with the customer service but the quality of the work was better than I expected and overall I am happy with my decision to use Thompson Creek

Prior to the company coming out, I received a call and was told that the wrong window was shipped. It did not have tempered glass which was the requirement. They told me that they wanted to install it anyway and when the correct window arrived they would replace it. I asked why they couldn't wait until the correct window arrived. They said it was easier their way. I said ok. When they arrived, they measured the window again and decided that the window had been incorrectly measured and wouldn't fit. The remainder of the windows would be installed. Overall, the installation went as expected. Because of the cold weather, I did not go outside to look at the windows since they looked fine from the inside. After a few weeks, we went out to look at the back of the house and was shocked to see bulging yellow spray insulation all around the windows and it appears that the windows are crooked. It is an embarrassing site. Thank goodness the windows are on the rear of the house. It just does not look like the kind of work any professional would do. I am so disappointed. I have been a great customer to Thompson Creek and expected more from them. It will be two weeks before a customer service person can come and look at the problem.

TC sales: learn to recognized when you're p****** off your potential customers!

Thompson Creek (TC) sent a salesman to my house to show me the windows and tell me about the benefits of their product and firm. The salesman was on time and very professional. The price he gave me was high so I didn't sign right away as I wanted to talk with other companies. About a week later a sales manager from TC emailed me and offered me a 50% discount! Thank goodness I didn't accept their first offer. After speaking with other companies I decided to go with TC. It took about 2 weeks to schedule a time for someone to come out and measure. The measurer waas on time and professional. Then he called his office and handed me his cell phone and said I should talk with his scheduler to set up a time for installation. The scheduler informed me that she couldn't set up an appointment at that time but would call me back. She said they were installing new scheduling software so she couldn't access her computer. I didn't hear back from her so about a week later I called and the scheduler said there was still a problem with the software and they still couldn't schedule my install. After not hearing from them for another week, I emailed them to find out what was going on. I was concerned that they might be going out of business. My salesman contacted me immediately and said that I didn't need to worry. After waiting three weeks they finally fixed their software glitches and called me to tell me they were ready to schedule my install. Then I was disappointed to find out that my install wouldn't be scheduled for another 2 months. The day before they were scheduled to install my windows , TC called and said they didn't produce one of the 3 windows I ordered so they need to reschedule me. It turns out that they never put in the order for the round window and offered an excuse that they made a mistake using their new ordering system. At that point I reached out to the President of TC via email. I never got a response from him but did get a call a day or two later saying they could install the windows in a week and half, so I assume the President expedited my window manufacturing. Maybe he did and maybe he didn't. It was disappointing that the President (or his executive assistant) didn't feel the need to respond to my email. The installers came on time and were very good. The windows seem fine but I really don't know if their product is any better than a less expensive vinyl window. Even with the 50% discount, their prices were on the higher side, presumably because the windows are made better. While their salespeople and installers were top notch, their customer service was horrible. If you are in a rush to get new windows, you'd do better on both price and schedule, going with a different firm. I would never use TC again