PINON WINDOW & DOOR CO

Purchasing new windows for a whole house is a significant investment and involves about 100 individual decisions. Our house is an old adobe without a square line or standard size in sight. We really like working with the people from Pinon. In the showroom, Jaque and Rebecca are very helpful; there is no push to buy any particular product, just simple explanations and a lot of questions and listening. Our contractor installed most of the windows, but Pinon installed the french doors and slider. because our contractor felt that their experience would make a big difference for these large pieces. The installers were fantastic. While we were waiting for the windows to come in, we heard from three different sets of friends that they really liked working with Pinon, and were glad we'd used them. We had some problems with the window order itself--these are Eagle Windows, a subsidiary of Anderson Windows. The packaging for shipping damaged the wooden framework; apparently, this has happened in the past, and Eagle hasn't yet changed its packaging procedure. Jaque worked with Eagle to expedite the shipment of replacement parts, and this was the only mild dissatisfaction I had with Pinon, because communication while this was being resolved had some lapses (twice, I called to get questions answered and the call wasn't returned; our contractor was able to go in person and get the answers within two days). Pinon did solve the problem itself to our satisfaction, and they followed up diligently on the bigger and smaller issues to be absolutely sure all was handled as we wished it to be handled. In fact, they have made two site visits just to double-check the materials after installation (which was in several stages). As to the Eagle Windows, I'm very satisfied with the product--they are beautiful and the manufacture is spectacular--the hardware is excellent, and the aluminum frames are perfect. The problems we had are that we had to wait an extra 8 weeks for delivery because we chose a custom color for the aluminum frames--More than 2 weeks just to get a sample from the factory, and 6 weeks beyond the typical timeframe when selecting a standard color. The sizes were all custom either way, so such a delay makes no sense. The packaging problem is a ridiculous lapse of judgment and Eagle should have expedited the replacement (to be accurate, they officially expedited it, in that they said it would be four weeks for the replacement pieces but they would get it to us in two weeks. However, these were just strips of wood that needed to be cut, stained, and sent; the doofus who put nail holes into them in the first place could have provided replacements with three hours of work, and should have done so and delivered them with roses, in my opinion). I realize that we are a bit spoiled by the consistency and speed that today's manufacturing lets us expect, but for such an expensive product, when glitches happen, the company should be jumping to solve the problem, apologize and offer some compensation, none of which happened. Again, I felt that Pinon Windows did a good job of working with the manufacturer over the issue; my frustration is with the manufacturer.

Preliminary contact was good - owner came out with the contracted carpenter and both measured and advised about the situation and possible solutions. Contract was agreed to and windows ordered. The carpenter (not Pinon) did major carpentry work and rebuilt the end of one room to accept new windows. So far, so good. The windows themselves were not as good as I had hoped for - odd configuration that makes getting your hands onto the cords awkward - and three cords with three plastic ends caps for one window shade. That is a design flaw, which I pointed out to owner. Also, one piece of wood trim came from the window manufacturer with obvious hammer blows in it - pointed out to Pinon by the carpenter and by me. New piece to be ordered. (April) The bigger problems began when the blinds installer (from Pinon) came with the wrong type of blinds. I immediately pointed this out to him and he doubled checked with the boss - yes, wrong shades. Owner instructed him, and I agreed, to have the wrong shades installed temporarily, as ordering correct shades would take an additional six weeks and I would be without any window coverings if I did not take the wrong ones sent by company. They were installed and new shades ordered ( April 10). No storm door in the order - I was then told that the storm door is not even ordered until the wood door is in place - so six weeks out on that. I had never known about this ordering sequence. After six weeks and no word from Pinon about the blinds or door, I called them.....office manager knew nothing of any order. She had the owner call me and he confessed that they had not yet ordered the correct shades - "the order got lost in the file cabinet." Storm door was in and installer sent out to put it on. Storm door is not as depeicted, again, flaw in design which is not fault of Pinon - but is problem for the type of window they are repping. (Anderson). I told the installer to have the owner come by and see it so I could give some feedback about product quality. He never came. So, another six weeks...... I called in June to find out the installation date, as I would be out of country for three weeks end of June and beginning of July. No blinds yet. Told owner I would be out of country - so don't bother scheduling until I get back (July 15th). Asked about the wood piece - "oh, he didn't remember about that , he would check." When I returned on July 16th I had three messages from the Pinon office manager telling me they had the blinds and were ready to install. She was sounding a bit perturbed that I was not returning her calls. When I called her and scheduled the installation, I told her that I had told the owner I was out of country - "Oh, he didn't tell me that. I never know anything." Amen to that. Correct blinds installation set for July 23rd. July 22nd they call to reschedule - have a "big order" to handle. New date July 24th. Same installer comes - I leave him alone - figure by now he knows what he is doing. My mistake. New blinds have cords on the oppoiste side of old (wrong) blinds, so new holes are drilled into the woodwork to attach the hardware to wind the blinds. Old holes are left - no wood filler. Additional holes are drilled into the frame - no comment to me from the installer that this is going to happen and I assume after looking at the word that he is incompetent - thus all the holes, the lack of wood putty, etc. And - no replacement wood piece for the damaged wood. "Oh, I don't know about that." is his comment. Called the owner and asked him to come and look at the mess. After a few scheduling snafus he came. Showed him the holes, the lack of putty, the flaws in window and door design. He made appropriate comments and said he would get some of the correct wood filler from the carpenter and have it fixed. That was over two weeks ago (mid August) and no calls - no repairs. Also, no replacement wood frame piece.....owner was going to check and see if it was "ever ordered". I shared with the owner my frustration with the apparent lack of communication in their office, the shoddy workmanship of the installer and the poor design of the (expensive) product. He nodded.

THEIR OFFICE IS VERY INCONSIDERATE BUT THE WORKERS WHO INSTALL THE DOORS ARE VERY POLITE. THEY WERE SUPPOSE TO COME ON WEDNESDAY, BUT THEY CALLED AND SAID THEY WOULD BE LATE. THEY ACTUALLY NEVER SHOWED UP UNTIL SATURDAY.