Joyce Factory Direct

Great people and product. These windows are made and sold by Joyce, a 60 year old local company in Berea. A+ windows and service. They gave me a good price and took time to demonstrate the window before I bought. Kept in touch before and after. Arrived on time on the scheduled date and cleaned up after. The installers were very professional and did a great job. They also make doors. I highly recommend Joyce Factory Direct.

Excellent customer service. Very thorough with reviewing our needs, making the quote complete and understandable. The installation went quickly and they followed up with a call following the installation. Several months later, they were still responsive to us when we had questions about the windows.

We had to wait 6 weeks for the window to be made. When they came to install it, that was the day that we had ice storm. However, they still showed up at 9 am exactly as scheduled. But then because of the weather we had to reschedule it for the next day. They needed to remove the old window before putting the new one which means that the house will be open. So we had to re-schedule. They came back the next day and installed it. They did a very good job. They cleaned up everything really nice. There were no problems at all. They explained how the window works. It was excellent as far as the installation service. I was very happy with that. As far as the installation is concerned, I will give them an ?A?. But not for the company itself because one of the windows had a problem, it has a cracked on it. I called the company about it and they said they send their service manager to check and will order another one. That was about a month ago and nothing happened yet. Other than that, the installation was excellent. Their price is competitive.

They have a very high-end quality product which was very nice, but it was outside my price range. My interaction with them was good. The salesman was very knowledgeable. The ideas were good, but still overpriced. It was a good quote.

First of all the quality of the doors and windows is fantastic. I can't convey how much this renovation changed the entire look of our home. With that being said, make sure you know that you are getting exactly what you want. EX: The salesperson didn't convey to us that the door handle wasn't going to have a lock feature. We've never had new doors so we didn't know this would be an issue. It turned into a huge issue by the time the project was about to be completed. As I said, the product is fabulous, but here's my story. Windows and doors were purchased at the beginning of August. We were told to expect installation around 9/15. When 9/15 passed, my husband called to check on installation. He was told he would receive a call the first week of October. I contact our salesperson and he fails to respond (you will see in his email why he didn't respond). I let that go because I figured no big deal, that prolongs payment. We received a call the first week of October and our install was scheduled for 10/27. Nearly everything went according to plan. There was a caulking error on a window, and the door jam on our front door had a notch in it. The dead bold was scratched and something about the handle didn't seem right. I took pictures and sent to the salesperson. He said no problem, we'll get that fixed for you. At this point, I couldn't even remember the door handle I ordered (so if you choose this company, make them leave you with a picture of the items you ordered). So the new door handle came in, all was great and then I noticed that we no longer had a button/turn lock on the door handle. This was very important to me so I emailed the salesperson and told him that I wanted a locking handle. He ignored my concerns, told me that it was what I ordered. This is when things turned nasty. I told him it was unacceptable, and that I wanted two sources for locking my front door. I admit I could've been a little gentler, but at this point having waited an extra 2 months for everything to be completed, I was not happy. Here is his email to me: Hi Robyn... First off, wow, that's a lot of pent up going on there. Secondly, I, in no way, 'took advantage' of anyone...ever. Nor will I ever. There is so much wrong with your email that I don't even know where to begin or how to react to it all. I've worked very hard at trying to make sure your experience with Joyce went well and with as little stress as a person of your stress level can handle. I thought we at Joyce were doing a really good job with all things considered. I guess I'll just reply to all your comments as you listed them and I'll try to be as professional as possible. The delay in getting the windows installed was a combination of multiple unfortunate and unforeseen events that you could not have been made aware of in advance. I did not respond to your email because when I looked into why it was delayed for so long, the person that I spoke with (who shall remain nameless) said that they would contact you and inform you and keep you posted on the time frame. For not replying to that email and informing you of that, I apologize. The events that took place causing the delay were issues with your association, weather issues with installations prior to yours that moved our time frame back with the installers and your picture window was goofed up during the manufacturing process and had to be completely remade to make sure it was perfect and not half-assed. As for the window sills, it's tough to gauge how much a replacement window is going to affect current sills prior to install. It depends on how much exterior sill and framing is available in order to sufficiently hold the weight of the new window. If there's not enough, then the window has to be installed further in to the framing to help support it (unless a new frame is constructed to 'frame out' the new window.. which is an expensive addition to the project.) In regards to me 'knowing' that your old door handle had a two-lock system, I didn't realize that anymore than you didn't realize that the new door hardware that you picked out had only a push-button thumb lever and no exterior key-hole cylinder, which, in turn, meant it didn't have a lock on it. You spent quite a bit of time looking at the different styles and picked the Addison exterior handle with the Accent interior lever. You made no specifications on the importance of the two-lock system at any point. The only lock that comes with the style of handle you chose would be the deadbolt. As for the 'million options' out there, feel free to go look. Schlage doesn't even make a designer-style handle with a lock on it. There are lesser quality manufacturers who do provide a lock on their designer handles, but, because it's such an unpopular option, you would be extremely limited on styles, color and warranty coverage of that lock. And it's not a matter of Joyce making it right....we made it right when we installed the handle you chose. I ordered what you liked and what you selected. You didn't make clear at any point that the hardware had to have two locks, otherwise I would have directed you to other options and made sure that that is what you would have received. To say I took advantage of you is unfair and completely out of line. I take that as a direct attack on my character. I've been in sales for over ten years and have NEVER had to result to taking advantage of a customer for my own benefit for ANY reason. For there to be a miscommunication between TWO parties and have one blame the other is unprofessional and says very little of the person pushing the blame. Before we take the existing hardware off of the door and you consider any kind of change, I suggest you take measurements of the hardware on the door and go to Lowe's or wherever you would feel more confident and look into their options. I will also contact ProVia, the manufacturer of our door, and see if there would be any warranty issues with putting on someone else's hardware. I certainly don't foresee that being any kind of issue. In my opinion, which I'm sure at this point doesn't mean a hill of beans to you, I would leave the door as is. It looks great and for the number of times in which you would actually need to use the double locking sysytem it would probably not be worth the hassle. There are times and possibilities when the interior lock gets 'bumped' or accidently locked while you're walking out the door and now you're outside with a locked door and no key. And on the contrary, I honestly don't think anything is screwed up. I think the choice you made for the handle looks elegant and is very functional for the door. The deadbolt is there to provide the security. Hopefully you'll reconsider your viewpoint on the situation and realize that Joyce has done a very good job on the project as a whole. At no point were you taken advantage of and at no point will we stop trying to make sure your complete satisfaction is the ultimate result of this project. We worked hard with your association and with you regarding the color setup and trim issues of the windows and we'll continue to work hard to make sure you're satisfied with your entry door. After nearly a month beyond the install, it is right.... just how you selected it, I ordered it and it was completed. Please let us know how you'd like to proceed with your pursuit of a new locking exterior handle and how we can assist and bring this project to a finish for you. Hope you and David have a happy Thanksgiving! I don't care how angry you are, you DON'T treat a customer this way. He devalued our concerns. He made no effort to fix the problem. He ended up running away and handing me off to Brian the VP, who also would not assist us. They both mentioned that they haven't sold handles with locks on them for some 10 years. I took a poll of some friends and family. 13 out of 17 have locks in their handles. And if they don't sell them, why is it an option and why did the incorrect handle they installed first have a lock. VP Brian suggested that I go to Amazon.com, purchase a keypad deadbolt and they would install it. In return he would give me a $75 gift card to Giant Eagle. He offered this so there wouldn't be a lifetime warranty on that deadbolt. In addition, I asked him to buy it, and I would just let all of this go and be out of his hair forever. His response was "you have a lifetime warranty on your windows and doors so you won't be out of my hair forever." That pretty much sums up this company. Would I recommend them? No, I would not. While the doors and windows are beautiful (even though they replaced my extra wide window sills with 6 inch wide window sills - something they failed to mention, and they charged me for trim work that they didn't need to be installed), I wouldn't subject anyone to their brazen disregard for the feelings of their customers. Aside from that, the project began at the beginning of August and they finally just installed all the pieces to our door hardware December 6th. And no, it's not a locking handle. My husband and I just gave up the fight.

They did a very good job. The price was reasonable. He did a good job, and the windows have held up very nicely, none of them leak. I had one window particularly that I had replaced because it leaked, the replacement leaked, and I had him put one in, and it is not leaking. You can go for a tour to the factory, and he will take you inside and you can see your windows being made. His pricing wasn't the cheapest, he wasn't the most expensive, it was average. The quality was excellent. The responsiveness was very good, and he was right on time. The work was done sooner than I expected.

We are very please with our new windows. We had 4 picture windows replaced with double hung windows. Now we can have air flow throughout our house. The process was very simple from start to finish. The salesman was easy to work with and explained everything. The installers were nice and very respectful of our home. They made sure we knew how the windows worked and cleaned up after themselves. We will definitely have them back to replace more windows and hopefully a sunroom one day!

We contracted with Joyce to build a carport using their roof guaranteed to survive Cleveland winters, and to put in the concrete floor along with an attached concrete wing to connect our driveway to the carport with enough room to park another car. We signed on the dotted line because we were convinced about the quality of the product, and were promised that the work would be completed by a certain date. Although there were many frustrating days waiting while it rained, the concrete work and construction of the carport were completed several days before the promised date. We have no complaints, and are, in fact, very happy with our new carport. Although the price was higher than other estimates, we feel that the end product, and the fact that construction was completed on time as promised, were definitely worth the money. We would not hesitate to use or recommend Joyce Factory Direct in the future.

I was impressed with the salesman and the product. They were one of three estimates that I obtained. I liked them all but choose another company to install the window. I would, however, consider Joyce Windows if in the future I need to replace any other windows in my home.

I had three business days to cancel, which should have been May 29th. I had surgery on May 28th and forgot to give them a call beforehand, but on May 29th they called me and I told her I wanted to cancel my contract and get my money back. They deposited my check the next day anyway May 30th. They called me back today, June 3, 2014, and let me know the vice president of sales would be contacting me in the next couple of days regarding the refund.

Two thumbs up!! Our roof was starting to wear prematurely and we hired Joyce Factory Direct to replace the roof. Everything was great. We also had them install new seamless gutters and gutter protection. We have a lot of trees in our backyard and it's so nice now not having to clean them anymore. We would definitely recommend them to our family, friends and neighbors. This is the third time we have used Joyce Factory Direct and plan to use them again in the future. They aren't the cheapest company but we believe you get what you pay for. They told us that they do not carry any low-end price point products. And, after working with them multiple times, they are definitely well worth a little bit more than a cheaper alternative.

After working with a few other remodeling contractors, we decided to go with Joyce Factory Direct for our windows and doors project. When we had Brian come out, we were very impressed with their company's history and the fact that they make their own windows. They invited me for a factory tour, I didn't take them up on it but I might the next time I'm in the area. While they were out at my house, they also did a smaller siding and deck job for us too. The windows and doors were great. We couldn't be happier. Mark and Adam were professional, punctual and courteous. They did a great job taking special precautions and care during the installation. Afterwards, I could not believe how clean they left everything! For the siding and deck and a new crew came out and they did a great job as well. This didn't go as smoothly but it was not their fault because it continuously rained that week. The projects came out great and I would highly recommend Joyce Factory Direct.

The owner of this company is asking that I revise my comments for clarification. The first person that this company sent to my house on February 21, 2014 for an estimate is a known s**offender. I was not comfortable giving that person any of my personal financial information so I requested another sales person in order to make payment. We signed a vinyl siding contract on February 28, 2014 that included 2 FREE 16" X 16" octagon shaped glass packs to repair broken glass and I was given a install date around the first week in April. My contract price was $14,300.00. Per their agreement, 10% or $1430.00 is due at signing. The next 40% or $5720.00 is due on measure. They then request another 40% when finished and ask for the final 10% after a final walk through. I authorized the 10% down on February 28th, but the company forgot to charge my card. They did send me a bill the next week for $5720.00 which was paid with my credit card on March 10, 2014. I was told that it would take approximately 2 weeks to get the siding and glass in. The glass came in first. I was told that the job would take 30-60 minutes and I tried to arrange an appointment for a Friday or weekend anytime. I was told that the first Friday that they had was not until MAY! NOTE: THIS COMPANY DOES NOT SCHEDULE LATE HOURS OR WEEKENDS. They eventually found time on a Friday and the 2 FREE glass packs were installed. The first and second week of April came and went and we never got our siding installed as promised. At this point I called and asked why we were never installed when promised and I was told that there were many people in front of me and they had to bump me out. I then asked if they could refund part of the deposit since they were well over their promised date and they found me a day when the weather channel was calling for rain. This was not good because I have totally exposed wood with damage under my current siding. At this point, I contested the credit card charge since we never got our siding and offered to pay for the 2 FREE glass packs. I was told that we could cancel the contract and I was asked for an amount that included a fee of $69.69 for a permit that is not necessary in Carlisle Township. Several emails later I was told that his office staff learned 2 weeks ago that I did not need a permit and had it applied to another homeowners job which he was unaware of. He is now giving me a balance if I want to pay it. My experience With this company included a person who I did not feel comfortable giving personal financial information and money to, clerical errors, communication problems, a lot of confusion and most of all my siding was never installed as verbally promised. ---UPDATE TO JOYCE FACTORY RESPONSE----I did pay in full for the free glass repairs and the company cashed my check. I was never looking for anything for free. My credit card company sided with me and charged back all of the Thousands of Dollars for Work Never Started. BUYERS BEWARE! I didn't even finish reading all of the way too many words below that didn't address my complaints. I don't believe that it is ever recommended to give a company many thousands of dollars up front and 44 days later still have nothing to show for it. The weather is a problem if it rains all week and it is nice on the weekend and the company does not work on the weekend. It is never the customers fault when they have to keep pushing out installation due to inadequate staffing. When I commented in one of the emails that they have had thousands of dollars of mine interest free, the reply back was, "we didn't make any interest on your money in 44 days". If I wouldn't have paid thousands of dollars up front there wouldn't have been an issue since I didn't pay for anything. Since Roofing and Siding is mostly labor, I am left wondering why this company insists of 50% down? BUYER BEWARE!

However, we went with another company.

The sales rep spent more time talking about himself then the product. I had windows installed in stages as that is what I could afford. I was interested in four windows - this would be the last of my windows. The sales rep stated the already installed windows were cheap. The quoted cost was over my budget. the Sales Rep wanted to know why I would not spend $500 more to have a better window. Nothing like making a person feel like crap because they can not afford better window...better in his opinion.

We had a very poor experience with the installation of our siding and soffits. The first work crew they sent out did a horrible job. Their attention to detail and quality was poor. We had over a dozen issues ranging from a piece of siding falling off the house the very next day, to poor cauking around the doors and windows, nails not flush, scratched and dented molding, siding that was wavy, poorly installed and visually unappealing wraps on the porch posts, plus several other issues. They re-sent the same crew to try and repair the work the next day (even though I asked them not to) and they caused more issues and another piece of siding fell off that evening. In addition there was damage to our landscaping by the careless work of the crew. Joyce had to send a second crew, who re-did over half the work. This took 2 additional days. I have had them back out once since to fix another problem that came up. It took two phone calls for them to respond and send a repair person out (I called them one week and never heard back so I called them the second week). Overall it was a very frustrating experience. The good is they took accountability for the poor work and worked to resolve the issues. The bad was the very poor work that was done, the inconvience of having to keep track of and point out all the issues and initially conviencing them that there was a serious issue. They felt the damage to my landscaping was 'the cost of doing business' even though it was careless on the crews part (and not an accident). I actually had to argue with them to get restitution.

Regarding my Sunroom addition using Joyce Factory: First and foremost I would like to share the room is very lovely. I also want to note for the most part themen working on site were professional. MThe majority of issues were in regards to the internal project person i along with the woman who works with him. . The challenge arose regarding the services provided by them. Some of the concerns: and middot; I drove across town to obtain samples for the outside features so the process could be expedited to order the materials. We choose from the samples given what we wanted only to discover the sample was not available for the use I was told it could be used for. Delay in ordering. Even though he has much experience working for Joyce he was clueless regarding the options available to us, yet gave us the choices we were to make. and middot; It was advised that we probably would not need a building permit and we signed papers indicating we would not come-back on them if it was discovered we needed a permit. (Shame on us for signing the papers; feeling they were the ‘experts’ our trust was they offered the best advice.) Alas we were visited by the city with all of their labeled trucks in the drive and a hostile neighbor and the project was ‘put on hold’ for a prolonged period of time before the paperwork was completed. (Project was signed in September, did not get completed until middle of January d/t poor communication, “emergencies they needed to attend to on other projects” and weather. and middot; They were advised numerous times we both worked and if someone was needed to come to the home to have access to basement circuits etc we would need to coordinate those efforts. Alas, the communication came at 4 pm the night before that they were coming and there was a lot of running around to get someone at the home. They do not have a process in place to obtain all of the demographic information to effectively communicate with you such as best times to call, work phone numbers or even if e-mails would suffice. and middot; I was told on a Wed. the men would be out on a Friday to place internal doors in place. Arrangements were made to obtain home access. I spoke to the men working on the room on Thursday when they were about to leave to indicate I would have someone there on Friday for the doors and was advised the doors had not even arrived, it would probably be Monday . Why was i told they were in and to be installed on Friday? and middot; It seems the city advised Joyce that a deck was needed for the outside door. This was not discussed with me until I called when one of the men advised me that cement had to be poured. The internal project person had arranged for the deck addition without discussing with me and installed it according to what they ordered. The back door to the sun room is outside my kitchen and now I had a deck and steps place right in front ofmy bay window. Had we done it correctly the first place with city involvement I would have moved the door down one more set of windows and had the deck stoop further away from the window. As per usual, the men working on the project were fantastic at trying to provide service recovery options to satisfy the city requirements and my aesthetic needs. It appears there is no “punch list” indicating simple things like : Best time to communicate and log of communication and communication attempts Best way(s) to reach you Goals for payment (We were told when project was completed, does this not include a final inspection?) On-going communication to assess the satisfaction of the customer regarding the project. Suggestions for electrical/outdoor lighting options Hours they work both in the office and out in the field. The project person left messages at 3:50 pm for the next day activity and I would call at 4:15 to discover he had left. The Web site indicates hours: Monday 9:00 am – 5:00 pm Tuesday 9:00 am – 5:00 pm Wednesday 9:00 am – 5:00 pm Thursday 9:00 am – 5:00 pm Friday 9:00 am – 5:00 pm Saturday Closed Sunday Closed Effective communication regarding completion of project and coordination with the city and payment. We were initially advised Joyce and the city would come out for a final inspection. We were just threatened with being taken to collections for not paying the final $4000. City has not been out to put their stamp on the project and we have all kinds on materials and debris all over our yard form lack of clean-up. We were also just advised that they do not come out for a final inspection, it is just the city that comes and the city has up to a year to do their inspection. Due to poor communication they were not even aware the mess in the yard had not been removed. It was not until money was due that my continuous voiced concerns with my internal contact were finally taken seriously by the people inside. This started with the marketing person who advised me if I did not pay for the external stoop/deck he would not get his paycheck. I received then a call from the Vice President and then the President. I was advised the President would take ownership for his process to assess the internal man and not having a process in place to assess customer satisfaction. It was a nice gesture that he called to assess my dissatisfaction with the internal project person however it was very late in the process. .

They did a great job. They're custom made windows and they build the windows at their company. We got a good price on them. I would recommend them.

Overall we are very happy with Joyce Direct. We had a rocky start with the sales department on prices and salemen changes. They all knew their product very well. We toured the factory and found the quality of the windows worth waiting for. I will tell you the best part of the whole experience was the intall. We had a team of guys who made our day. I will call the the and quot;M and M's. Mike Kelly and his partner Matt was such positive thinking guys. Full of Smiles and not only telling us how much they liked the job, but showing us they truly did! Nothing was too hard for them. They helped us move some things that us and quot;Seniorsand quot; had trouble with. Talking to these guys we learned they are very knowledgeable and professional. They are not new out of the box, they have been doing this for decades! It showed. Did half the job one day and finished the next, but cleaned up the area each time. The house was cleaner when they left than when they got here. I even found them vacuuming the sofa! Every things looks great. One thing you must think about before getting replacement windows is the fact that you are getting much less viewing area that a regular window. We were surprised. Especially notiable on smaller windows. You lose 2and quot; on the top, 2and quot; on the bottom and 2and quot; on each side. Mike explained it all to me. It's because the window is mounted to the inside of the existing frame and it needs the support. Joyce uses the best caulk and best vinyl moldings around. We are having our sunroom turned into a 4 season room next month. We will keep you updated on that! Yes, I would use them again! Diane Masztak

The quote took about 2 hours. He measured the house then came inside to do a presentation. It took forever for him to just give me the price. He gave me all the awards and history of the business. They only have one type of siding which is extremely high end. It can withstand wind up to 180 or 220 mph. He finally told me is was going to be 16000 but if I made a choice today he could do it for 12000. It reminded me to much of high pressure sales. Found a company that is doing it for 6000. ONLY difference if a hurricane comes through NE Ohio I might be missing a piece of siding.

Sales rep, Jay, was very informative and patient with us. He knew his products and solutions very well and guided us in the right direction. The warranties are second to none and of great value to us. Jay invited us to the factory, which we did go to see, and that proved even further that we were making the right choice We had a budget in mind and did spend a little more than we had planned on the project, but we are very pleased that we did and the end result is BEAUTIFUL! . Both the window and siding crews were pleasant, thorough and cleaned up their mess. Our project was complete in one week. The couple of minor adjustments to the siding job were made promptly and without incident. I would highly recommend (and have recommended!) Joyce Factory Direct for any home improvements,large or small. I am looking forward to using them for our roof when that project comes due!

Everything was great. We loved our sales rep, Brian, and the workers were clean and professional. The Joyce products were definitely superior and better value compared to the four other companies we looked at. I would highly recommend them for windows and siding.

Joyce was great to work with. The sales representative was very knowledgeable and friendly. He listened to our needs and gave us some great ideas too. Joyce's products were considerably better than other companies that we talked to. We also liked that many of the products were made at their local factory. The installation was scheduled sooner than expected and all the projects went very smoothly especially considering the weather. We love our new windows and siding. Our home looks completely different and updated. We've received so many compliments from our neighbors! We only wish we would have done it sooner. Thank you!!!

I don't have any complaints about my experience with Joyce for replacement windows. They offered around the lowest price for the job, the workers were on time, completed the job in one day, cleaned up for the most part and I have not had any issues thus far with anything they installed for me.

Bill kept his workspace clean, and cleaned up after himself. No issues were encountered during the install.