Thompson Creek Window Company

Overall, and to-date, it went very well. Arrangements were made during installation to replace the screen to patio door. It had been shipped from the factory with incorrect color on the outside. I am awaiting for the screen to be delivered.

I must say this was one of the weirdest calls I have ever made for a quote. I am building a pretty good size addition and I am at the point of needing gutters for it. When I called they were professional and nice but one thing that really made me decide to cancel the appointment. When I spoke with the rep, he asked if all of the decision makers will be present. I said yes. Then he asked, "Do you have a spouse or anyone else that lives there?", and I thought that is strange and just said no. "There is no Mrs....." I said I will be here and all I want is a quote please. "But sir we need to have all decision makers present", and again I said first it is none of your business if I am married or not. Second, i am here tomorrow to meet with you. "No problem sir, I will put you over to the dispatch." I was promptly hung up on, but to their credit they called back. I swear it was the same gentleman and I even asked him if he was the last person I spoke with, he of course said no. Later in the conversation it turns out he was in fact the person I spoke with. I am not a fan of of dishonesty and frankly not a good first impression of this company. While being the "dispatcher", he asked again if my wife would be present. I noted that someone made an assumption since I never said I was married or not. He then proceeded to go on about how I need to have my wife and everyone there since this is key for them. After five minutes of listening to him babble on about how they MUST have all decision makers present, i noted not a problem. You have the decision maker on the phone and i wish to cancel the appointment. Will not call them again nor recommend them. 1/26/12 - Follow up: Please make them stop! They are calling non-stop. Sir we hear that you would like to have us out there. NO NO I would not please leave me alone. These folks are just plain annoying!!!!!!! Love their response. Any questions about how much they pay attention to customers and their request? Totally missed the complaint and I can only assume this is how they manage their business

Thompson Creek customer service and professionalism was extremely disappointing. First, the company was called out to complete an estimate before the home was closed on. I mentioned that the home was not purchased, but we were only awaiting the closing date. The representative said it was fine and scheduled a Saturday to come and give the quote. The representative called back about an hour later to say she had incorrectly booked the appointment and the pitch had to be rescheduled, which it was, after reminding them that I did not own the home yet. Two days prior, I was called to confirm the appointment. I reminded them a third time that the home was awaiting closing, at which point they told me they had to cancel the appointment because we did not own the home yet. While this was frustrating, we rescheduled for a date after closing. Our sales pitch was as long as expected. The price quoted for the 8 windows was extremely high, around $10,000, at which point we said no thank you. After 45 minutes of high pressure haggling, we settled on $6,000 for 6 windows. A measurement was scheduled over the phone and our contract was signed. On the date of the measure, our representative was extremely professional. He measured the windows and then put me in touch with our Project Coordinator. We scheduled an install date of Dec. 28. A week later, we decided to add two additional windows and complete our main floor. I found out that our price quote was inflated by over $1,000, earning us a free window. I was a little shocked by how expensive our quote was and to find out the bottom price was not really the bottom price. We were told that a second measurement date would be scheduled in a couple of days. 3 days later, I was called and scheduled an appointment for a Monday from 8 - Noon. 30 minutes later, I was called back and told that the representative had incorrectly entered the date and we would now have to do the measure from Noon - 4 on that Monday. 2 Days prior to the measurement, I was told that the measurement specialist would be arriving between 8 and Noon. I explained that we were told it was Noon to 4 and was then told the time had been corrected. Monday morning arrived and my doorbell rang at 8:15, 3 Hours and 45 minutes before the representative was supposed to arrive! Luckily my wife had taken the day off from work so she was available for the measurement to take place. We were told all of the windows but 1 (a tempered, frosted bathroom window) would take place on Dec. 28. When the 28th arrived, my wife called me at work to tell me that one of our windows was incorrectly measured (it was 1" too big!) and that the window installation crew was told by their Project Manager to CUT THE WINDOW DOWN TO SIZE! The crew told my wife that they were extremely uncomfortable doing this and were being told to ignore my wife's wishes to refuse install and install the windows anyway. I raced home from work, extremely angry, to find the crew had left against their Project Manager's wishes. While I was on the phone, my Project Coordinator told me the Manager was going to come to my house and help the crew install the windows anyway. After 2 hours of playing phone tag, I finally got in touch with the Company Vice President and explained to him my frustration at the whole experience. He said he understood and wanted to help fix my problems. He sent my Project Manager out to re-measure every window and I was told the installation was to be pushed back to January 16. He said he would compensate me for the 2 extra days of work I had to take off as well as the missed tax rebate from the US Government (which he did). On the day of the installation, the crew arrived with all but 1 window. They told me that the other window was not ready to be installed today and would be installed at a later date. The installer even said "They haven't contacted you yet?", sounding as shocked as I was. Again, I was forced to play phone tag with my Project Coordinator and the VP of the company. They finally found my window and it was delivered to the crew to install. Even settling the bill was agonizingly painful because my Project Coordinator didn't know how much I needed to be charged. Now, all this customer service frustration aside, I will say the Installation crews on both days were quick, efficient, friendly, clean, and professional. They worked very diligently and did a fantastic job. The quality of the windows is easily distinguishable and they look fantastic. That being said, I cannot understand how a company, who prides itself on a AAA rating from the Better Business Bureau and all of its advertisements on WTOP can handle customers so poorly. Having to play phone tag, reschedule appointments multiple times, and haggling over the price on three separate occasions is enough for me to refuse their service ever again. Don't waste your time listening to their excuses. I was told they were 1) Converting to a new computer system, 2) Converting to a new Phone System, 3) Reorganizing the structure of their warehouse (which is why they couldn't find the 1 window), and 4) the perennial favorite, Human Error. The price is not worth the agony.

The installation and the quality of the product were excellent. The salesman promised more than the company could deliver and when the representative of the company was confronted with that information, they went into turtle mode. We replaced four windows and have an additional 7 to go. They will make money from us. A simple reduction in the original price would have gone a long way to insure their professionalism.

The salesman was on time and thorough but there was pressure to sign that night to get the best deal. Thompson Creek should stop their high pressure sales tactics and start dealing with their customers honestly. I put up with their process because I was impressed by the quality of their product and wanted a local company who manufactured and installed their own product. Even after negotiating I still feel that I overpaid and will probably never know what would have been a reasonable and fair price. There were some areas where Thompson Creek was easy to deal with - combining windows into larger picture windows and changing which windows were replaced due to HOA requirements. I was well pleased with the individuals that I dealt with - and even the salesman was nice while he was using the sign tonight or deal goes away tactics. Overall the Thompson Creek process needs some serious over hauling and they especially need to pay more attention to details and their customers. As others have noted there is a definite lack of communication between their different team members. Also they seem to have to many people in the process which causes dropped/miscommunication and data entry errors. My windows were measured 3 times - first by the salesman and then twice by measurement people - before the job was started. Then the data was entered into the computer incorrectly causing the install crew to arrive without one window and another one the wrong size. They took out the window that was missing the replacement before they realized it was missing and had to create a window to fill the hole. Other than it would not open it looked pretty good. The window that was the wrong size was a very large triple window for my Sun Room. Thankfully they caught that it was the wrong size before they took it out. Even though they did not finish the job the crew wanted me to pay the full balance of the install. I paid for what was done and held out the amount for the triple until it was installed properly. Several weeks later a different crew came back to complete the installation and they took out the triple and realized when they put in the new one it was to small. They did a good job of installing it even with it being to small and tried to get me to accept that as the final product saying it would be stronger since it had more wood in between each window. I did not. It was over two months after the initial install before the triple was finally manufactured and installed correctly on the third attempt. From the time of authority to proceed to manufacture to final install was over five months and at least half a dozen visits from Thompson Creek - to install and re-measure. Everyone was professional and nice throughout the whole ordeal though no one ever apologized for any of the issues. I did learn from the project manager who came with the crew on the very last install that they had a lot of turnover in who had originally been assigned to my job. This left my job to fall through the cracks. He also told them they would be getting iPads to improve the data entry problems. After using the windows for a while I have learned there are pros and cons. They seem to be well built as expected. They are easy to open and close, tilt, etc. The heat lamp demonstration led me to believe there would be significant heat reduction. But they seem only a little better than my previous builder grade windows. I was very disappointed in that. Also the screens should be a finer mesh for better visibility. I had originally planned to have the second half of my windows completed in 2011 but after all of the install problems, lack of significant heat performance improvement, the uncertainty on their pricing, their lack of internal communication and follow-up I am having second thoughts. I sincerely hope that this company being a local manufacturer improves their internal processes.

The work was done very nicely and I like the windows a lot. There was a misunderstanding about what I had ordered or what I understood that they were giving me. One of the doors was not the kind that I wanted and I had a little bit of difficulty with that and that was the only thing that I didn’t like very much. They said that they would figure out a way to fix the problem and they never did. I would grade them ‘B’ because of the problem.

I spent about $5,000 on the job. They did a great job, but there were parts of the job that I was not happy with. It was frustrating to deal with them in order to get a quote. However, once the contract was signed, everything moved smoothly. They came on time. They were worth the price I paid, even though they were expensive. The quality of the product and installation was great. I will not use them again in the future, though.

They were very courteous. They were good about coming back and doing what they were supposed to do. They were prompt in doing that. They do what they promise what they will do. There is just one thing that they couldn't do. They have come out twice to do the work, and I haven't heard from them again. I am not sure if they don't do it or they just have not caught up with me to do the work.

They do windows and doors and things. We did not spend anything because they came out and quoted us a price and gave us a very nice sales presentation. We had not done very much previous research and we thought that it was pretty good, so we agreed to it. We then checked on Angies List on some of the comments after they left and we also went to another company and found out that their price was way high. We felt that it was a sales pitch and that they were pushing a product that was 25% to 50% higher than equitable competition. They person that came out was very nice. We just cancelled the company and we were late getting a refund check, but we did get it.

They were very professional, and when one of them made a mistake, everyone else was extremely responsive and addressed my issues as quickly as they could. I like this company's philosophy, and plan to use them for other work. The only warning is that when the representative comes to give an estimate, he or she will go through a whole speil on why they are the best. It was convincing, but it was not how I wanted to spend my evening. Anyway, it was nice to have good service and a good product. Also, the people who work there seem to love their jobs. That is always nice.

We had a great experience. The "salesman" came to our house promptly and on time. He was really an installer himself and ver knowledgeable. He did a great job of laying out our options, and at no point did we feel like we were being pressed into picking a certain option, regardless of price. We made our selection that same night, which we were not pressured into doing at the moment, but did because of the great selection and deal. The installers came weeks earlier than we expected, and did a great job. They even made an extra trip to Home Depot during the installation to make sure we got the correct molding for the interior

I feel a was misled a little bit. The person that came out to check on the job when it was finished didn't note the smalls nicks and damage afterward. I would have moved things to help them get around so that wouldn't happen. Now the frames, etc. need to be repainted. The windows themselves are good, and they worked hard.

They are a little more expensive than other window companies, but their quality is well worth it. The product is great. They were very honest.

it ffifny, another classic case of ignore the consumer

The estimate was for $8000. The salesman was very annoying. I felt like everything was scripted. I would suggest staying away from them.

They did an excellent job. Their sales person was very good and their workmanship is excellent. They stuck to their appointments and there no problems.

We’re quite satisfied, with a couple of exceptions. I think the quality of their products is high. However, one of the double pane doors contains flaws that are visible on sunny day. It looks it wasn’t sufficiently cleaned before being installed. I wish they have paid greater attention to the detail of cleaning the products thoroughly before installing. Also, the final cost involved an awful lot of negotiation. The first price they present was astronomical, but they offered a significant discount. I felt like I was dealing in a great unknown area, and I wish the pricing policy would have been more transparent.

I thought they were a little expensive, but they did excellent, timely work. They matched the frame to our wall perfectly. Overall, I think they were very professional and accommodating.

Everything turned out great! The product itself is wonderful; I think it’s of very high quality.

They did a beautiful job in timely manner. The installers were here on time, and completed the work within their estimated timeframe. I thought they were professional and fairly priced. Overall, I was very pleased with Thompson Creek.

I think they did a really good job. They arrived on time, performed a great installation, and cleaned up very well. Everything works nicely, and I’m very pleased with their work.

After doing some research on Angie's list we decided to call Thompson Creek to give us an estimate on replacing the gutters and installing a new gutter guard system. We called and set up an appointment for a Sunday. Saturday comes and we start getting a flurry of phone calls confirming that we will be home. Sunday comes and the phone calls start again wanting to shift the appointment. The young man comes, does some measurements, we agree on a color, sign a contract and pay a deposit. We also agree to gutter drop and installation days for which we have to be home for. Some days later we get another call saying that we have to be home during a 4 hour window so another guy can meausre what the salesman already measured. A week goes by and we get another call because our gutter drop day is no longer available. The day of the gutter drop, we have to be home during a 4 hour window for a process that takes 20 minutes. On the day the gutters are installed, we have to be home all day. On the first day of rain after the new gutters are installed, we notice they are leaking. Some screws were left off. Thompson Creek is willing to come fix this, but again we have to be home during a four hour window. The processes and procedures this company has in place are to maximize the efficiency of their employees - not the convenience of the customer. The number of phone calls we have received borders on harassment. We have sent all this information in an email to the president of the company. As of this writing we have received no response.

The installation and salesman were fine. The sales department at the company was dishonest. They wanted to make sure that my wife and I were both here during the estimate. When the salesman came to the home, he did not require her to be in the room with us. We discussed the contract and I agreed to the purchase. A few days later I received a call from their sales department that the credit approval that went through when the salesman was at our home had been declined. They explained it would now have to be a cash-based contract. I agreed and waited for GE to send me a letter declining the line of credit. What I received was a credit card from GE, they had approved the line of credit. I kept getting phone calls from Thompson Creek wanting the amended contract returned because they wouldn't be able to perform the work. I contacted them after I received the card from GE. I spoke to their finance department and explained the situation. The woman I spoke to said she needed to speak to GE directly. She called me back and said there was a mix up regarding when the application was submitted and I was approved for the line of credit. I was disappointed when the day before they were supposed to come out to do the job, I did not receive a phone call. This all started in June and the installation date was scheduled for the 1st of September. I finally called them the evening before they were supposed to come out and was told that I was scheduled for service at 2 p.m. the following day. I would think that a responsible company would call the day before to let me know they were still going to perform the work. I was happy with the salesman, the installation, and the product. But I was not happy with their sales and scheduling departments.

I needed a window (just one) replace because it cracked and I wanted to have it fix before it cracked further. I had a good experience with this company except that I wish the company’s representative who came to give me an estimate had know that for my new construction windows (from 2000) they could not replace unless the siding was torn out and new window would stick out about 3 inches. I had put a deposit on this and waited about week an a-half for the person who does the measurements to tell me company could not replace my window without it sticking out and be noticeable. Since this window is centrally located in my sun room and is seen from my deck when entertaining that it would not work unless it was the same as the other windows. I felt that my time was wasted and now I have to find someone else. The company was quick to refund my deposit.

Still a work in progress after 3 months