DENALI WINDOWS

The Installers are great workers and do a quality job! However, the person responsible (Paul) for scheduling with the customer is non-responsive. I have been waiting since June to get this job done. It took over 4 months. Also, Paul did not give all the specifications of the job to the workers so consequently they had to use up their time going back for the additional supplies needed. I would hire them again if they hire someone that's more responsible.

Paid for replacement windows in July 2015, windows did not arrive until late September, then were "lost" until mid-October. Installation was finally scheduled for late October (two months late) after I was at the point of threatening a charge-back with my credit card company. The company was very difficult to get a hold of and rarely returned calls. Additionally, it took 6 months of calling to finally get them to come and install a $50 part on our sliding door. Extremely unresponsive given that we paid over $17,000. The installation quality was fine and relatively rapid. There's a serious disconnect between their Salesman and install crew because it was nearly impossible to get one to talk to the other to schedule work. Needless to say, we went with a different company for the second half of the windows and were much happier with the result.

Denali Windows provided a timely and low cost quote for window replacement in June of 2015. They were willing to let us do the interior trim and paint the exterior trim before installation ourselves for cost savings and seemed like things would go smoothly. When we finalized our order (July 2015) they told us the windows would arrive in 6 weeks. 8 weeks later (September 2015), after repeated phone calls to the sales person, we were finally put in contact with their installers, which operate under a separate company. The installer said it would take another 2-4 weeks to get us in the installation schedule. When they finally were scheduled to arrive (early November 2015), the lead installer brought our new trim to paint two days before installation. After a couple of late nights of trim painting, when they arrived and started working, they determined that the trim they selected (we were never given a choice) would not work with the siding of our house. They had to procure new trim at the last minute, which was a different material (raw cedar) and couldn't be painted at the time of installation because of the cold weather. The installers left hundreds of nails, bits of insulation, and other debris in our driveway. They tracked dirt through our house, and scuffed the paint and drywall below every window they touched. They did not clean up after themselves and left in a giant rush after their last day. The vinyl of the new windows was dirty and scuffed in many places and the frames of several of our new screens were scratched. They also did not bring the plugs for the holes to adjust the sliding glass door. Many months of phone calls to the main office, the lead installer later, we received the plugs for the sliding door in May of 2016, just under a year after we first engaged with Denali Windows. Calls to their office are typically answered by a general switchboard, and the woman on the phone did concede once, "yeah, this seems to be a regular problem with them" when we asked if we were the only ones who were struggling to get the last details from Denali Windows. The windows and the quality of the installation are fine, but the rest of the process was awful and we would not recommend Denali Windows to anyone.

In January, 2014 we ordered triple pane windows for our entire house (11 total); a pre-hung insulated door; and a sliding glass door.  Matt from Denali Windows was the salesperson and when he came to our home to measure and help us decide on the windows, we discussed the options for all, including replacing the main door with an insulated door and the choices for the sliding glass door.  This was the third company that we had provide an estimate and their estimates and prices were excellent.  We were (and are) very satisfied with the quality of the windows and the install and would have given the company an A+ for all work until we encountered an issue that left us both frustrated and disappointed.  When we selected our windows and doors, Matt specifically asked if we were going to keep the existing screen door from our main entrance.  We responded that we would likely replace it with a new screen door (although it was not old - we were not certain how the existing door would look with the new pre-hung door) however we wanted to wait until after the installation to evaluate how this door would look against the new trim or whether we would purchase a new screen door.  At this point in our conversation - he simply acknowledged that this was fine and never indicated that there were any concerns.  
The window / door install went well. The supplies were received within the expected time frame (6-8 weeks); and the installation occurred in March, 2014.  The team (led by Tony) was professional, respectful and completed the work within 4 days as predicted, and we were fully satisfied with the outcome.  Paul came to inspect the job after it was completed and we signed off on the job, however indicated that we would be ordering a new screen door.  Paul indicated that we should simply call when the door came in.  A few weeks later, when hanging new draperies I noted that one of the screens had a hole in the frame - likely from shipping.  Of note - this was probably noted when the workers placed the screen in the window (it would have been impossible not to see it) and they did not call my attention to it, however we did not see it on the final inspection.
We contacted the company, sent pictures and they did not question our finding, ordering a new screen which was delivered within two weeks.  At this point - the company still deserved an A+ rating. 
We ordered our screen door / storm door a few weeks later and it did take about 6 weeks for it to arrive in Alaska.  We notified the company and waited for a return appointment.  The responsiveness from the company was slow, and after they did call, they indicated that Paul was working out of town (in a village) which was why there was a delay, assuring us that they would be in touch.  Time passed, and after numerous calls they finally responded and indicated that a special piece would need to be ordered for the door to accommodate the screen.  Although we had specified that we were going to install a screen door / storm door from the beginning - the door had not been ordered 'storm door ready' and therefore, another delay.  When the part finally came in (about 4 weeks later - now we are into July) - we had to wait until a convenient time for Tony to come out to install the storm door.  When he did - he found that the company had ordered the wrong part for the frame and therefore, another part had to be ordered.  Another delay.  We asked for a 2 day air shipment, however this was not done.  Another 4 weeks later.........August.........and the part finally arrived.  All throughout the summer, we called this company week after week, with poor response.  At one point Matt stated 'no-one puts a screen door on an insulated door anyway..........' - as if I was to blame for their inefficiencies.  It might have made sense had he voiced his concern in January when we indicated that we were going to put a screen door on the new door.  I simply happen to like opening my door in the summer and enjoying fresh air.  
Long story short - the correct part finally came in.  Tony returned and did an incredible job installing the door.  I cannot say enough about their skill and professionalism.  
Four weeks later I received an invoice for the work for $150.00.  Although I expected the invoice I am disappointed that there was no consideration for their part in this delay, the company's overall lack of responsiveness or their error in ordering the correct part and the delays in installation.  Of note - we had no screen door from March through early September - it was finally installed 9/11.  Also - the contract indicates that we agreed to the price - which was I believe mentioned in passing and is an appropriate price, however should have been discounted or even waived given the delays and company errors.  
Our concerns are not related to price at all, but simply a company that does not demonstrate an understanding of customer service and the expectations of a customer, nor the concept of service recovery.  I received the invoice a month after the work was done and will pay in full however would have appreciated some acknowledgement on the part of the company for their errors in this final component of our work.  A small discount acknowledging the delays would have been appropriate.  I would have simply waived the fee if I were managing this transaction. 
I would recommend this company for the quality of their work and the materials that we purchased, however their responsiveness and understanding of service recovery leaves a bit to be desired.

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In Jan. 2013, Matt from Denali Windows came to our home, measured and provided a quote for our windows. He stated that although casement are superior to sliders, our location (not a windy area) and the location of the windows (downstairs under the deck and behind a fence in the front) did not warrant the extra cost of casement (crank-out) windows. 

Three weeks later, we ordered the windows, and Matt measured again. He could not guarantee their fluted trim and rosettes would match our other windows, and after seeing previous trim work done in a friends home by Denali Windows, we opted to hang the trim ourselves although no discount was given. Matt also stated that if we wanted the window casing painted beforehand, we would need to purchase the 1x4s and paint them prior to installation, and so we did.

In April, Paul with Denali Enterprises (a subcontractor) came to install the windows. To be helpful, we removed the existing trim and cornice boxes ourselves and set out drop cloths and floor runners to protect our 4-day old carpet. Upon arrival, Paul stated that the quote we had be given was for 2x4 construction and we had 2x6 construction, so it was going to cost more. Although, we argued with him that our 2x6 construction was not a new "finding" such as mold or rotted wood and that it was the company's mistake, and they should stand behind their quote...especially since we had already purchased and painted the 1x4s. However, Paul made it very clear that our small job of two windows was not worth his time anyway, and he couldn't lose any money. The workers were very careful with our new carpet and cleaned up fairly well outside, but left all the debris on our drop cloths inside. After they left, we could not open one of the windows and had to call them back. Paul quickly returned, but was not happy about it. He tried a few things and eventually removed a piece of metal left over from the manufacturing which was preventing the window from sliding open.

Over the summer, we continually had leaking from the windows when we watered the lawn or hosed off the deck. We called the company over a dozen times with no response. After emailing Matt about the issue in September, we received a call from Paul who had apparently been working out of town most of the summer. Paul came by and looked at the windows and checked the weep holes, he said someone would call us the next day to have the caulking redone. He also said he would contact the manufacture, but he was pretty sure the windows are not guaranteed to withstand water from the over-spray of the sprinklers. (Seriously? Our 20 year-old windows never leaked with the sprinkler, hosing off the deck, or even power washing!) We did not hear from him again for four months.  

In November, we started calling Denali Enterprises again and talked with Wendy, she scheduled a crew to come out and re-caulk the "compromised" seals. In January of 2014, two guys came out at 5:00pm (in the dark) to re-seal one of the windows. The next weekend, the leaking was considerably worse. We started calling again. Paul is now claiming the water must be coming in somewhere else and has refused to look at the windows again. We have a dropped ceiling downstairs, and after removing ceiling tiles and inspecting the area above the windows, there is no moisture or any evidence of the water coming in somewhere else and running down the wall.  The water is coming in from the top of the windows during light rainfall and overflowing the inside tracks when the wind blows rain on the windows or when the overspray from the sprinklers hit the windows. Our paint is bubbled and peeling, our trim is warped, and our oak bookshelf underneath the window is damaged. 

We are very dissatisfied with the quality of the windows, the quality of the work performed, and the lack of customer service from Denali Windows.

Sorry for such a long, drawn-out post...but this has been a long, drawn-out, frustrating ordeal. Our upgrade to triple pane windows has indeed been a TRIPLE PAIN!!!