Neighbors Windows and Doors
About us
Window and door renovation specialists. Sale and installation of custom shower doors and mirrors. Financing available, free estimates.
Business highlights
Services we offer
Sale and installation of exterior and interior windows & doors, custom shower doors, mirrors and custom glass products., retractable screens, storm doors
Amenities
Free Estimates
Yes
Accepted Payment Methods
- CreditCard
| Number of Stars | Image of Distribution | Number of Ratings |
|---|---|---|
| 89% | ||
| 6% | ||
| 6% | ||
| 0% | ||
| 0% |
We really appreciate how patient and knowledgeable Steve was. My husband went by their show room on several occasions looking at the different products they offer and emailing questions back and forth. As we came down to making the final decision my husband and I stopped by the show room to look at the new set up they had installed of the Loewen line and finally decided to go with this manufacturer. Steve also took some paint samples from our house for the exterior trim / brick mold color so we could see if any of the standard colors offered would match so we wouldn't have to have an additional color matching up charge. Thankfully for us there were standard colors that matched.
My husband has done the bulk of the work to this house himself and he is a bit of a perfectionist so there were a lot of questions and direction by my husband of how he wanted the installation to go. The installation crew was very professional and did an excellent install job as well as cleaned up after themselves. With my husband's high expectations this is saying a lot. Also one of the windows was rather large and I give the two install guys much credit for the removal and install of that window. I would highly recommend this company if you are looking to purchase new windows or doors for your home. In the next few months we will also be ordering the matching doors from this product line and we will again be using Neighbors Windows and Doors.
In addition to the door, I was going to have them replace five windows that didn't open with ones that did,. Some one came out to do all of the initial measuring and turn the numbers back into the company so I could get an estimate of the total cost. During that visit I told him it was imperative that I get the door put in as soon as possible. My daughter, son-in-law and I had just purchased the house. The lower level would be my main living area. I have cats, my son in law is violently allergic to cats. The solution was to put a door in to keep the cats from coming upstairs. I would not be able to move in to my own new house until the door was put in. All of this was explained to the agent. He told me I would get the estimate within a day or so. It took a week and a half and three phone calls and e-mails from me to finally get the estimate. They wanted $8,000 just for the windows plus it would take at least eight weeks to get them. They had priced triple pane windows when I had specified double pane. I sent an e-mail asking if they would please readjust the estimate using double pane prices. I never heard back. By this time almost two weeks had passed since the initial visit so I decided to tank the window plans and just get the door done. I ordered the door, paid a down payment/deposit. Then the waiting began. I was told it would be a few days, then it became a week, then two weeks. I had to move in, so my son in law erected a temporary door that I used for another week or so. Well over a month after I began the process, they finally put the door in. The installers were very nice and did an excellent job on the door. It is a good, solid wood door. I have no complaints with the quality of the workmanship, just with the length of time it took to get the door put in, the price, and the difficulties I had getting someone to communicate with me.
"Thank you for your feedback! I’m sorry you were frustrated by your experience, but glad that you were at least happy with the finished product. We failed in two aspects in this project: 1. While we measured your project on Tuesday, July 1, produced a quotation for your project and emailed it off the next day, and we provided pricing for both double pane and triple pane glass on the windows in that quote, we did not take care to follow up that email with a phone call to ensure you had actually received the quote and explain the content of that quote. That certainly created unnecessary delay and hassle on your part. We should have done a better job following through and I’ll take steps to address the the failure in our procedures. 2. We did not accurately align your expectations with our capabilities and timelines from the start. July is our busiest time of year and projects ordered in July typically have a lead time of 6 to 10 weeks because of the sheer volume of sales and the first come first served nature of our business. It’s apparent that we did not explain a realistic timeline from the start. If we had, you should have been impressed with how we went from authorized quote and deposit on Friday, July 18 to completed installation of a custom built door (and new wall) on Monday July 28. I recall being proud of our operations team for pulling off such a quick turnaround to try and satisfy the needs of a customer. This situation illustrates that no matter how well we perform if we have not clearly communicated with the customer what a reasonable expectation of performance is then, from the customer’s perspective, we will have failed. I completely agree with your final analysis. Our failure to clearly communicate and set realistic expectations made your project feel like a long drawn out hassle, when in comparison to most projects it moved very quickly from order to completion. If you need anything in the future I hope you’ll give us the opportunity. Steve Stich Operations Manager 907-868-7883, [email protected]"
I called Steve and got the last two replace and could not be happier. Steve and his crew are prompt and professional. I recommend them whenever I can. I even did so to a new neighbor today that is just starting his energy upgrade.
These windows were not cheap but quality materials and workmanship rarely is. If you can afford the best, you will not be disappointed with Northerm Windows from Capitol Glass professionally installed by Neighbors Windows and Doors.
I wasn't all that happy with the first encounter I had from Neighbors, however, after seeing my input on Angie's, Steve called me immediately to find out what happened and asked for a second chance. The second impression was much better than the first. He took his time to explain the different options and explain the differences in cost. I was kept up to date with the order status and installation was scheduled quickly once everything was in. The installers were friendly, neat and clean and ensured everything was good to go before leaving. They also took the time to show me how things worked and let me know that they will come out and readjust the door, if needed, when the season changes. I am very please that I gave them a second opportunity.
"It's that time of year when we may be going faster than we should trying to keep up with the rush. It's our responsibility to ensure that customers are as informed as possible and we've reviewed their project with them, and in this case we failed to spend enough time doing that. However, we've contacted the customer and she allowed us to revisit the project. I think we've answered all the questions and reviewed the options available now, and regardless of her purchasing decision I believe we've provided her with the information and options that were missing on the first go round. Thank you very much for giving us an opportunity to make this right!"
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