Thompson Creek Window Company

Shout out goes to Mike Cavanaugh, Teri Brookman, Vince Daley and Eric and his ace team! Worked in 100 degree weather. Our house looks brand new. Very Professional and really nice people. Thanks Thompson Creek!

I just needed an estimate for the replacement of one window in my home. The salesman came over and insisted I sit through his entire presentation about the windows. I told him all I needed was an estimate, as I would have to wait for an insurance claim to process before I could buy. The salesman was loud and, at one point, made an offensive remark about "those day-laborers in Herndon." I apologize for being crass, but halfway through the presentation, he then went and smelled up my bathroom. Once he delivered the estimate and I said thanks, but I'll have to wait on it, he attempted to pressure me into buying the windows that day. When I continued to refuse, he became rude and left abruptly. VERY unprofessional. No thanks Thompson Creek.

The install was initially scheduled for May 4, 2011, but than slipped to June 14, 2011 due to manufacturing and weather slips. They came as promised on June 14. They were able to install the door and window and seal the outside against rain, but were not able to install the interior casing and outside capping due to the initial casing that was ordered was not wide enough to match the size of the new door unit and window and we requested a color change of the capping. We selected the capping color based on small color samples of the window and door which looked close when met wit the sales rep. We chose the window color for the capping. But after we saw the window and door installed it was clear that the color of the capping needed to be the color of the door. The installers even agreed. New material had to be ordered which moved the next install date to July 7. The July 7 install team were able to finish the internal casing, but did not have the necessary tools and expertise to do the external capping around the arch of the window. The customer service people wanted to schedule the Green Team to do the capping as they were the most skilled capping installers. The Green Team came July 13 to do the capping. The job proved to be more challenging than initially anticipated. Even though it took several more weeks than anticipated to complete the job, Thompson Creek made sure the correct material and right skills were applied to the job. All-in-all we were glad to trade off the delay in favor of getting quality workmanship. The new door and window looks great.

On April 10, 2011 I ordered two doors from Thompson Creek. The contract had an estimate for the doors to be installed three to four weeks from the date of the measurement. As of today, July 20, 2011, fifteen weeks later, I still have not received the front door and the side door does not have a working electronic lock set and the casing is the wrong color. Therefore, I feel they have gone far beyond any reasonable installation time. The installation crew came on June 23rd. There were two immediate problems. They did install the side door. However, no one on the crew showed me how to program the lock. After the crew left with only the side door installed, I called Schlage Customer Service to get help with setting the combination. I was on the phone with their service person for one hour and sixteen minutes. The representative determined that the lock was defective. Schlage suggested that I should take pictures of the lock and they would send me a new lock. Since Thompson Creek furnished the lock, I felt that this was your responsibility. I called Oliver Schreiber and told him the lock was defective. Oliver said he would order a new lock. Since I had already paid a locksmith $25 for rekeying the lock, I gave Oliver the Schlage key number so that he could get the new lock rekeyed. I told him that It would be OK to have the lock delivered when the front door reappeared in about two weeks. The second problem is that the front door arrived without any lock set and dead bolt prep and clearly could not be installed. July 9th was set for a second attempt at installation of the front door. Sometime after July 4th, your service department called to say that due to the holiday, the July 9th installation date needed to be changed to July 16. This seemed, to me, to be a dubious statement since most of us know, well in advance, that July 4th is a holiday every year, and schedules should reflect the occurrence of that holiday. On July 11, I got another story. Brandon in customer service said it needed to be changed to July 16th because of overbooking. At that point I truly became irate. I told Brandon that I was canceling the order on the front door and I felt that the one third deposit I had paid would be more than adequate for the side door. The next day, since I still needed a front door, I went to another window company that sold ProVia doors to get an estimate. While I was there, for informative purposes only, I got an estimate for the side door so that I would be sure my deposit would cover the side door. The side Door estimate from this company was $2109 installed. On July 13th Cory Rovnak called. We had a very unpleasant conversation. Ms. Rovnak said she wanted to send a field manager to check the side door to make sure we were satisfied with it. It seemed to me that she indicated that I could not cancel the front door. On July 14th, I received a message on my answering machine saying that Josh, the field manager, would be at the house between 10:00 and 2:00 on the 15th. I was never called to schedule his visit, and that time frame was not convenient; so, I called back to say we would not be home until 12:00. My husband and I arrived home at 11:45 and found a message on our answering machine that Josh had come and no one was home. I called Customer Service and Erica scheduled an appointment for the 16th between 8:00 and 10:00. I left the house to run errants and at 3:18 my husband called to say Josh was at the house. On that same afternoon, I called Cory Rovnak and left her a very spirited message. I indicated that if this could not be resolved satisfactorily, I would post my experience on Angie’s List as well as call the Better Business Bureau and Seven on your side. Later that day I received this email from Ms. Rovnak

I was doing labor intensive yard work when one of their reps came by to do a cold call to see about service. He handed me his cell phone and I talked to another rep to try and set up and they refused to do so unless both my wife was also there. ** key note here, cold calls and having you talk to more than one person is a scam art of selling. ** I said that will never happen, either talk to me or no one (especially since I can get individual consulting from several of their competitors). He responded with they couldn’t do that. This should have been a done deal then, but since that time they have called several times a day every day and this has gone on for weeks. This is customer service at its poorest. If you can't do what the customer requested, leave them alone and don't bother them again. Based on this I wouldn't trust them to put windows in my home ever. They will be hung up on whenever they call.

We called to have someone provide us a quote for the work listed above and they came out the next day. The presentation was very "salesy" but provided us with good information (how the products worked, etc.). We were "pushed" to make a decision on the spot in order to receive the biggest discount (my husband did not appreciate that but I didn't mind it as much since we had done our homework and had 2 other quotes from contractors). This was the highest priced company but definitely the best quality, which is why we ultimately chose them. The same day we signed the contract and they scheduled someone to come out a few days later to do the precise measuring. They were on time and we ran through the whole house getting exact measurements on every window (all windows were different sizes so custom sized windows were definitely needed and Thompson Creek delivered). They estimated a 4-6 week leadtime to get the windows manufactured and installed. On week three they called to schedule the installment on the windows and gutters and the installation took place the following week. The day of the installation they brought out a big crew and got the entire job done in one day (amazing!!!). They had stated there would be a "quality check" employee at the site the entire day making sure things were being done correctly and my husband stated that person came for 15 minutes and then left, but my husband was there the entire time and said things ran smoothly. They cleaned up the house nicely (which we were afraid of since we have 2 little kids and they had to do lead containment practices throughout the entire home - which by the way they don't charge extra for, although probably already included in their price). The best part about it was they were always on time, they did the huge job in one day, and all their products and labor are guaranteed for life. My 2 year old throws a ball and breaks the window....Thompson Creek is out there to replace it in 48 hours (haven't actually tested it out but that's what they state).

I liked their punctuality. They told me how long it was going to take. The workmen were professional and as unobtrusive as possible when they were doing something right there. They were courteous. They cleaned up well when they were finished. They made sure I was satisfied with the job they had done. The windows have a lifetime guarantee. I was very pleased with them.

The salesman arrived and showed the product, I was familar with the product because a friend had his home done and I saw the product. Spoke with the salesman, and we haggled over a price, something I enjoy doing.. sort of like going to Mexico or a farmers market and haggling over the price of goods. Scheduled a date for the install but had to push it back 45 days because we were having a new roof installed and wanted to wait to install gutters after the roofing job. Company was very accomodating with our request, spoke with a nice girl, Sarah at customer support and she was willing to work with me. Company was not demanding that they had to stick with the original scheduled date. Very professional group to work with. Highly recommended !!!!

I was very pleased with the windows. I had some minor concerns with the installation. Some of the issues were understandable. I have an old house and I have plaster. The removal of some of the windows did cause some cracks. There is a little bit of glass that was left behind from breakage that occurred when removing the old windows. The other thing that was good is they are vinyl and they actually fit within the frames that were in existence. You can't attach anything to vinyl though. They came out to install my window unit air conditioner for me and they will be returning soon to extend how much a couple of them will open so that I can put a box fan in if I wish. They have a double lifetime warranty and stand behind it. The crew was ok.

Everything went great. They really had a quality product. The installers were very professional and efficient. They did exactly what they were supposed to.

I chose another company on Angie's List.

I explained, during the appointment confirmation phone call, that we only needed repair. They very cordial and asked to remain in consideration when we decided on replacement.

Thompson Creek factory representative Tony Testa was very professional. Arrived on time. Listened to my requirements. Gave a very detailed presentation. Answered all my questions. Worked with me on pricing options. I contacted two other companies for estimates as well. In my opinion, the Thompson Creek window had the best design. The window lock is invisible from the outside and clearly marked on the inside to show the lock's position (open, locked, or tilt for cleaning). There is a limit switch on the window with which you can prevent the window from being opened beyond a certain height to prevent anyone from crawling in (or out). The sashes can be removed completely if, for example, one needed to exit through the window in an emergency. The screen on the double-hung window covers either the top or bottom and can be removed with a handle (rather than the little pins that are on my current windows that always seem to either not hold or not release when you want them to). The guarantee on the windows was more extensive than that offered by the other windows I looked at. When I started this process I did not realize how expensive it was to replace windows. I am still considering a purchase.

The work went well. They were very professional and punctual. They came on time. They did the work quickly. They were very helpful. They went above and beyond to get the work done. I would use them in the future.

The sales pitch: TC was very quick to send out a salesman to quote the job. We asked for a quote on replacing 2 sliding doors and 13 windows. We also asked that he break out the quote so we can see how much it would be to just do the windows which were in desperate need of replacing. The salesman arrived slightly early, before I was home from work, and parked right in the middle of my 4 car driveway, leaving no room for my or my fiance's car. The salesman took measurements of every window/door I wanted replaced and asked for about 10 minutes to put a quote together. The quote he gave us was very high, about $7,000 more than any other quote I had gotten. I asked him if that was his best price but he skirted the question. He then said if we sign a contract tonight, he can take 10% off. I explained that I hadn't even gotten quotes from everyone yet so there's no way I could sign tonight (My whole family has TC windows, so I knew from the start how high-quality TC windows are and that I wanted them). I asked him again if that was his best price. He skirted the question again and started going through his binder which displays all of the awards and accolades that TC has received. I told him again that I can't make a decision tonight. He then produced another piece of paper (from a small stack he had face-down on the table) and said if we sign this document, we are agreeing to a flexible install date, meaning they let us know the install date on a shorter notice, and he could take another 5% off. I told him that was no problem, but the resulting price was still too high. By now about an hour had passed and my fiance and I were getting a little fed up. I asked him again if this was his best price. Again, he skirted the question and produced another piece of paper. This paper was an agreement to let TC put a sign on our front lawn for two weeks after the install for advertising. If we agreed to this, he would take another 5% off. We agreed, but still thought that price was high. I, fed up, finally said "I've asked you three time if this is your best price and all three times you've skirted the question and thrown in some more discount." He responded that in his defense, he had never actually said it was his best price. To which I responded "I know, but I ASKED you for your best price." After realizing I was fed up, and we had been chatting for about 2 HOURS. He said ok, there is more thing he can do. He said the salesmen are allowed to give a few "friends and family" discounts out per year, and he hadn't given any out yet this year. The discount is 40% off and he would have to call his manager to get it approved. We eventually agreed to that and signed that evening. Moral of the story: it appears that TC's MAX discount is 40% so don't settle for less fellow Angie's Listers! The install: The installers showed up a half hour outside of their two hour window and didn't call to let us know. Other than that, the install went great. They work quick to fix anything I pointed out and didn't leave until I was happy. They also cleaned up after themselves fairly well. The quality of the product: TC windows are the best replacement windows I've seen. They look the best and function the best. If you're looking for vinyl replacement windows, give TC a shot.

It went very well. They were very professional and cleaned up after themselves. They re covered around the casement window in our laundry room. The supervisor came out and check on the job. We were very happy.

We really liked them a lot. They were excellent. We had them do our windows first and so, we had them come back to do our doors. We spent a whole lot for the doors, but we did get a discount because we had used them before. We used them for the windows first because we got the tax break for energy efficiency. We were very impressed with the salesman. They have a really good reputation and we have heard about them from other people. We listened to 6:30 a.m. WMAL and we liked the support provided by that radio station. The crew was great. They knew what they were doing and that?s why I liked them. They don?t pick up a guy from the corner or down the street looking for a job. They were trained. They were nice, neat and clean. The second time, they didn?t clean up quite as well, but they were really good the first time. The sliding glass doors are really big ones. We have two more things to get done and so, we are going to use them again. It?s really good. We did it for the name especially when you are selling your house. They have the name and the recognition too.

The doors are very nice and the installation was fine. They were overpriced. They didn?t do it properly the first time, so they came back a second time. They had the wrong finish and so had to come back a third time. It was quite a hassle. They didn?t do anything about that and we weren?t happy. We wouldn?t recommend them to anyone. It was poor customer service. Further, the part of the installation that was incorrect was the peephole on the front door. We replaced a front door with a glass centerpiece and installed a steel Thompson Creek door for "safety". On the day of installation, they put the door in without the peephole. No way to see out. We do not have glass panels on either side of our door and it is recessed, so you cannot see the landing from the windows in other rooms. Without the peephole, we had no way to see who was at the door. We felt that was a SERIOUS safety issue, but it took Thompson Creek two more visits in two months past the installation date to get the CORRECT peephole installed. For two months, we were unable to safely answer our front door. VERY dissatisfied with their lack of concern for our situation. The sales person was pleasant and the installation team was very friendly and professional, but the mistake with the peephole completely soured our experience.

They were excellent, and they guaranteed their work for life; if I have some problems with the gutters, they will come right out and take care of it free of charge. I liked their followup and responsiveness. They were a little pricey. I would use them again in the future if necessary.

I ended my first review with, "At this point, it is unlikely that I will use TC for the other 8 windows in my house (approximately $15k in business)." After this Angie's List review, I received a survey which I promptly return with details of my poor first experience...then things changed. Thompson Creek obviously carefully reviews these surveys because I quickly received a call from a senior Thompson Creek staff person. I explained the issues I had and he understood my experience to be less than positive. After some discussion, I decided to give Thompson Creek another try and I am glad I did. The 2nd set of installation included 8 windows. The crew was salt of the earth (consistent trend amongst Thompson Creek), prompt and a please to work with. They took time to carefully explain how the window operates (the old windows just went up and down but these Thompson Creek windows are much easier to clean and have two vertical openings for flexibility). The windows / doors have saved me a fair amount of money (even in this mild winter) and I always get compliments on their appearance. All in all - this is a great company that carefully monitors customer feedback and strives for excellence. The first installation had some difficulties but the second visit more than compensated. The product quality was never in question but I was very impressed with Thompson Creek's customer service. I highly recommend this company without reservation!

They measured and sized correctly the first time. They also sent a big enough crew to get the job done in one day, and the crew was obviously well trained. Everyone was very pleasant.

I like them because they're efficient and are on time. The people who did the work are outstanding. They came to the house and custom fit each of the windows to my home. The product is wonderful. They were actually waiting for me to start which doesn't ever happen!

I was going to have a meeting with them to discuss my options. They did not give me the meeting. They sent two workers to do the work, and they were not able to. They were not well qualified. They kept asking me questions.

The job went well. It was wonderful. They were very well organized. They did an excellent job overall. They were in and out and completed the work. Their product was good. I would use them in the future.

The sales person arrived at our house and it was immediently high pressure sales. She kept saying over and over asside from price is there a reason you will not buy today. I almost felt pressured to buy what she was selling. We knew going into the appointment what we wanted to look at and she didn't try and push additional products on us. The gutters came earlier than expected which was fine, the appointment time was set from 12 to 4, they showed up at 8:30am to start, luckily I was working from home that day. The gutters are excellent and after several rain storms I'm glad we made the decision to get them. There was 2 people who came to install them, 1 spoke fairly good english (a bit hard to understand though), the other didn't speak any engligh. We also purchased a new entry door, storm door and garage entry door (to house). These came earlier than expected as well. The sales person did screw up our order and we ended up having to upgrade the locks on the storm door - luckily Thompson Creek didn't charge us extra since it wasn't our error. The storm door was missing the screen. The installer tried calling to get information about it with no success. I've emailed and called with no answer as to when we can expect the screen. The last update was it's been ordered. We are also having a problem with the storm door lock - it doesn't catch and often has to remain unlocked. We do have an appointment for them to come out and fix that once the screen comes in. So far we're happy with the look of the doors despite missing the screen door. If you are looking for a good quality product this is it but just be prepared for very high pressure sales and costly products.