Thompson Creek Window Company

No other way to put it. Install went fine. When I call, email, text for warranty service… run around at every turn. They say they will schedule right away for evaluation…didn’t happen. They say they will get it replaced right away…hasn’t happened. Regret after the sale. Xavier D and Alexis C are my two “contacts”. Unacceptable. Standing by for some ridiculous message about being sorry for the experience and to call some number that will fail to get a response. Also filing a BBB complaint.

THIS COMPANY IS THE WORSE COMPANY IN THE WORLD. DO NOT BUY THEIR WINDOWS. If I could give zero stars I would. They took our money up front and refuse to complete the job as per the contract. They sent the installer with no materials to do the job, TWICE. Exactly the same thing happened TWICE. I can't believe how bad they are. They will only refund our money based on their "buyer protection" contract which means we will be left with a hole in our bedroom window. They STOLE our old window, which was perfectly fine, and now want to remove the one they half installed (1 out of 3 we paid for) - this is the ONLY way they will give us our money back. THIS COMPANY IS THE WORSE COMPANY IN THE WORLD. DO NOT BUY THEIR WINDOWS.

We paid a premium for Thompson Creek because they are a local co. and offer a lifetime warranty. They installed 12 windows about 10 years ago. We are satisfied with the windows. They told us at install that the warranty covers accidental damage. They did come out to replace screens damaged by a pet. We noticed some weatherstripping starting to crack and they said that was normal wear/tear. They have come out to touch up caulk on several occasions. The reason we would not use them again is that you pay a premium due to the warranty, but any customer service is a pain. You will wait on hold each time you call for 20-30 min. They will typically cancel the first scheduled visit. If you need anythim more than simple caulk or screen replacement, they will send someone to inspect/take photos, and then they won't follow-up. We will not use or recommend them again due to the poor service.

Thompson Creek replaced the siding/trim for my whole house about 10 years ago. They also did a patio door and a number of windows. At the time of install, they indicated that the siding and patio door would have the same (lifetime) warranty as the windows. Within the first 10 years they came out to repair siding that sagged in one area and was damaged by snow/ice in another area. They also repaired trim that was not properly installed for expansion/retraction. Each time we've had an issue requires multiple calls and waits on hold with their service dept. They will send someone out to take pictures, but not share the pictures with anyone who can follow-up on the service request. They will send someone out with the wrong pieces or cancel the scheduled visit at the last minute. We have tried to be understanding since most companies do not offer such a generous warranty. A year ago they informed us that they no longer use the siding or patio door installed and there is no more warranty.

Every thing went great from beginning to end The workers showed up right on time and did excellent, neat work. Very happy. 1

The main reason, I wanted to have my door replaced was due to water leaking years ago. The day of the install by Thompson Creek, I watched them take out the old door and noticed the discoloration of the internal house frame (stud and header) and the brittleness of the wood. Despite my concern the installation continued and I was told it should be fine. As the years went on it was clear that it was not fine. The issue is that Thompson Creek installed their product in an unsecure frame. Over the years, the issue has cause warping of their external frame and storm door. When presenting them with the issue, I'm being asked to pay for something that should have been addressed when I first made the statement of concern. So much for Thompson Creek warranty. How can Thompson Creek stand by their product when they don't install it properly and in an unsecure frame? I should not have to pay for a Thompson Creek mistake. Thompson Creek doesn't understand the meaning of integrity. My next To add to the existing issue, they sent out installers to replace the frame about a month ago and did a horrible job. Yet again, they installed a product onto an unsecure frame. My front door is now very difficult to close and on rainy days I have to body slam it to close it (probably due to the door not being squared). The storm door has gap between the new frame and the hinges. It too seems like it's not centered/squared. Then Thompson Creek sent out a third-party contractor to evaluate the situation (Moz Contractors LLC), who agree with me about the damage and the that it was over years. I showed him pictures of it over the years. It was obviously absurd to the contractor. The product is not worth the money if your installers can't do the job properly. Thompson Creek should be ashamed at the quality of work and services they have provided me over the years. The work is subpar and unsafe. I will continue to warn people/media. Already reported to BBB.

Do not recommend....Prior to purchasing 10 new windows for my home last year, I specifically to the sales rep (Stephen Bryan) that I was only interested in purchasing windows if they qualified for the energy efficient tax credit. Mr. Bryan assured me that all of the windows would be eligible and that I would receive the documentation necessary to obtain the credit at the end the year. Not only have some of the parts of the windows already broken but I just received a call informing me that the windows are, in fact, not eligible for the tax credit. I am requesting that they stop making this claim in their marketing materials and I will be working with a lawyer to file suit in small claims court for an amount equal to the credit

The whole experience, from sales rep, pre construction, installation and follow up was very professional yet personable. Communication was over the top. The warranty on material and labor is top notch. I will post pictures when I have good weather to take some. Here are the photos. The only reason for this storm door was to let light in. Our front door was hand built by a craftsman from Canada. It is 40”x 84” and 2.25” thick. Originally it was in a 2 x6 wall. In this installation the walls are 2x 4. The door hardware made it necessary for me to pad out all the exterior casing and sill nosing to accommodate the storm door. Thompson Creek provided me with a qualified installer to work with and he confirmed that adding an additional 3/4” thickness to my casing would allow their door to fit. I highly recommend this company.

They were professional and friendly each time they came by. I was pleased with the quality of the material and the price point. The gutters look great, and the hood system is what sold me so I won’t have to worry about cleaning the gutters.

We had a pretty bad experience with Thompson Creek overall. There were 2 main issues: 1. Terrible consumer service. They charged us 10% more than the final work order they sent us, including for work items that were not needed and not performed (and that were not on the final work order because the measurement team determined they were not needed). I wasted lots of time trying to explain the situation to billing people, but was transferred to different people and was told to contact different people, all to no avail -- nobody seems to be able/competent enough to deal with this basic issue. 2. They did not follow EPA lead safe practices, despite their promises (and legal obligation) that they'd follow them. They did not properly encapsulate, or did not encapsulate at all, the areas around some of the windows. We have an old house with lead paint and children, and they told us they'd be very careful and follow the proper procedures. Instead, what we got was a half-hearted effort to follow the procedures halfway and to manage our reaction by trying to assuage our concerns by being smooth and nice, but without addressing the underlying substance.

Do not use this company, so many things went wrong throughout this entire process and when I reached out to the company I was ignored. I was asked to write a 5 star Google review while the person who sold me the doors was sitting in my living room and I was uncomfortable giving a review without having any work done yet but he made it awkward so I did it anyways. Due to the age of my home I needed a lead paint test, I booked it with the person who sold me the doors and on the date it was to be preformed the guy was an hour late and I had to call about his whereabouts, making me late for work. I was told multiple times by multiple different people in this company that I did not have to be home for the install of the front and back glass doors I was getting and then 3 days prior to install on my confirmation call I asked the question again and then was told I had to be home. I changed my work schedule and changed the time of install so there would be no issues, as I was told multiple times by multiple people this would be a 1-2 hour install maximum and made the company aware I had to be at work at a specific time. On the day of install the worker shows up within the time window of when he was supposed to but didn’t start working on the doors until 45 minutes after arriving at my house and I asked him if he would be starting soon and let him know when I needed to leave my house by, he says no problem and will get to work right away. So about an hour later after his arrival the worker finally starts the job but then every 15-20 minutes is taking phone calls and stopping work on my doors while arguing with people on his cell phone for a half hour each time. After telling the worker again that I needed to leave by a certain time he “apologized” and said he would get rig he back to work but that continues through the rest of the job. By the time he was done with the job he had been at my house for 5 hours and I was almost 3 hours late to work at this point, the worker did not care. After the job was complete I was repeatedly called for final payment and as I gave my final payment over the phone I expressed how unhappy I was with the service and asked for a manger to speak with or to call me back. Well that never happened and 1 week after install my front glass door lock broke and now I cannot access my house through the front door as it is locked constantly due to the broken lock. This company is a fraud don’t be fooled into spending $2600 on 2 glass doors like I did.

My experience with Thompson Creek probably started the day the salesman came to our house. He immediately dismissed our request for glass doors because of the window frame. We requested double curtain rods similar to what I already had. His reply was that he's never seen them before. I told he was seeing it now and that I obtained the curtain rod set from Home Depot. My next experience came on the days of installation. The one day install turned into three days. As the "W-2 Technicians" were dismantling my bathroom wall the senior technician said there was not enough room for him to swing his hammer. After all the time was removed, I asked them if they were going to replace the damaged insulation and clean up. Both replied "No" that it was not part of the job. The insulation was damage when they broke up the tiles. Upon completion of the work, I noticed that I did not get the double rods that I wanted and that there was 1" gap between the shower floor and my bathroom floor. The installation technician mentioned that he "just happened to have some molding on his truck to cover the gap". Shouldn't this company have done some "pre-engineering" to determine the width of the shower floor was less than the width of the tub. I also noticed that my window frame was damaged, and they did not tell me. I had to send pictures to the "Project Coordinator" who really did coordinate anything of the damaged window frame a windowsill which they eventually replaced. The original installation team did a p*** poor job of cleaning up afterwards. Here are the problems. My wife cannot reach the upper shower head. It's called a "jacuzzi" shower. There is nothing jacuzzi about the install except the name on the knob that controls the water flow. I still could not get the double rods that I requested. In looking at the installation now it appears to me that glass doors can be installed, because the new window frame no longer interferes. Thompson Creek needs to come back and look at the installation and determine is shower doors can now be installed over a straight rod instead of curved rod. By the way the rod is too high. Water leaks onto my bathroom floor, because the shower curtain cannot reach the shower floor. I had to purchase insulation out of my own pocket for the technicians to install.

I came to Thompson Creek really only wanting a perfectly fine B plus experience. I recently purchased a home and there are two sliding glass doors that did not work and I wish to only replace them and have them be functional. Wasnt looking for anything special at all. My experience from start to finish is the worst experience I have ever dealt with in my 38 years of life. The product itself once its finally been installed and finished is more or less what I was hoping for but getting there took so much effort and stress. I am hard pressed to even breath their name around any homeowning friends I have for fear they may think about trying them out. First of all my very first interaction with their salesmen left a bad taste in my mouth when he quoted me for having "custom door sizes" that I would need. This means custom doors needed to be built and were obviously thousands of more dollars. Upon further review once actual contractors showed up to do final measures, they said they were within half an inch of normal doors and didnt need to be custom built at all. While it was nice to get the chance to save thousands of dollars at this point, the salesman was clearly disingenuous by saying you can't find doors that would fit at Home Depot or Lowes which is not true. Next they offered financing which was great, I was planning on that anyways. Had to give my pertinent banking info, they told me I was approved for the agreed upon amount and that appeared to be smooth and done with. Fast forward to when they called me the first time to reschedule the install, one week before they were due. Then the following week, again calling to reschedule. and Finally a third time to reschedule. Supply delivery issues Im told. A day before this final installation date I speak to a representative and he asks how I would like to pay for this, such as credit or debit card? I told him I was under the idea that we were financing. His response was merely that they never actually ran any of my credit info and therefore didnt show I was financing. Another road block in this arduous journey. Finally Installers arrive and do a fine job of installing the doors and are very respectful, no issues with them. Except they left without caulking the top of the doors. When I called and inquired as to why this was, I was told they don't normally caulk the top of the door to the wall and this would be fine by me except by not caulking they left quarter inch wide space between the door and wall, hideous and likely problematic for things to get in. Still they came back and finished caulking. great. The next day I receive a call from a representative asking when I would like to schedule the final installation. Much to my confusion I reply that I thought we were all set. Im informed they were missing some pieces that werent in stock and will have to come back in 3 weeks to finish it up. They never mentioned this at the time of installation. Im now a month or two out from this horrible ordeal and the doors seem to do what I want them to do. open and close. Final thoughts: I also found some keys days after the installation just laying on a table with no idea what they went to... Sure enough, they were my sliding glass door keys. Also, During the process I needed to get in touch with one of Thompson Creeks contractors regarding issues my HOA was having. I called the number I was given around 5pm on a Friday and got an angry representative who went on to rail against HOAs and they don't know what theyre talking about etc etc etc and also not answering any of my questions. When I called him back the following Monday he had no recollection of our conversation from the previous Friday, just another "event" in the saga that was Thompson Creek. AND the three reschedules also cost me money because My wife and I were forced to take off the days of work when they said they would be there. Just. Plain. Awful.

My brand new front doors looked great for almost 3 weeks and all the paint started flaking off on both of the french doors. Could not get a proper response from customer service after 5 calls and 3 e-mails. Just got a call back saying they can send someone over in 2 weeks to take a look at it.

Thompson Creek installed a new shower in my bathroom. The installers were courteous and professional and did an excellent job. It was the second job Thompson Creek had done for me; several years ago, they also installed a maintenance-free gutter system on my house, and I was highly pleased with the results.

From the first salesperson to the last craftsman, on two separate jobs, we were thoroughly pleased with every aspect of Thompson Creek service and products.We have owned a home for more that 50 years, and in that time, hired many people to do work we could not do. Thompson Creek has been the most satisfactory company we have ever dealt with.

The installation crew showed up on the scheduled day on time and went right to work. They successfully completed the installation of 9 windows in 1 day. They cleaned up and gave me a demonstration of the window's features.

I caution anyone considering using Thompson Creek for any purchase, especially if you're a "small fish" order of less than $20K. Worst experience I have ever had the displeasure of being involved with. Ordered a custom door and 7 windows from TC. My project coordinator failed in every aspect of his job description. PC failed to send a critical contract addendum causing a massive delay in the manufacturing process. Instead of admitting his mistake, he attempted to LIE to cover it up by calling it a "production delay". Since TC advertises no production/supply chain delays, I pressed for additional information only to discover the order was simply never sent to the warehouse for production due to his failure. Calvin's attempt to blame others for his failure to initiate production demonstrates an absolute lack of ownership and carelessness for his fellow employees at TC. PC lead Nick attempted to rectify the situation by offering a small credit towards my $18K purchase, and assured the windows would be installed 9/14 and the door 10/4. Windows arrived and were installed on 9/14. However 10/4 came and went and I never once received a call, text, email, voicemail regarding the delivery, further delay, or cancellation of the install. I decided to call on 10/5 to ask why I never received any information about my door not being delivered on 10/4 as assured. I truly believe if I didn't call earlier today, my door would have just remained in the warehouse with no timeline on delivery. Nick finally decided to remove my failure of a project coordinator and replace him with another PC, who offered a minuscule amount of credit towards this further inconvenience and customer service nightmare. Communication was virtually non existent throughout much of the process with most of the lines of communication being established by myself. -Original Project Coordinator didn't submit order addendum properly leading to 6 week delay in production. -PC lied to me about source of delay, failed to own his mistake. -PC failed to contact me at any point regarding the door install. I strongly recommend you do not do business with this company under any circumstance.

My experience was very good from start to finish. The selling agent arrived on time and took time to explain all the features of the window. Not only did he show me how the windows worked, he made sure that I understood by having me try the features. The windows were delivered exactly on the date promised and the installation was completed as scheduled. The installer worked diligently to complete the installation in the allotted time, cleaning up the work areas both inside and out after each day's work. During the installation, another staff person came to ensure the work was being performed properly, advise me on the progress of the installation, demonstrate how the windows worked and answer any questions. I could not find fault with anything in my experience. I've already recommended Thompson Creek to a friend and will continue to do so. I will definitely use them again should the need arise.

I’m seeing a lot of similar stories to ours on google reviews and the BBB has 83 complaints as of today. It is clear that what is happening on our project right now has happened on so many other projects. The bottom line here is that we do not recommend Thompson Creek. TC’s communication (project coordination, project management) and the quality of their work is poor. Our siding installation project is still ongoing, and since we cannot seem to reach anyone at TC about our concerns, we are listing our concerns here. In addition to sloppy installation work, in the 6 days they’ve worked on our siding installation they’ve caused the following damage (that we’ve found so far): • broke our air conditioner • knocked a 17” diameter hole in the side of the house, and about 10 smaller holes in the walls of our garage • removed a lamp from the exterior of the house without turning off the power and left the wires uncapped and live. • Tore two window screens and a sliding door screen • Broke a foot diameter hole in a yew hedge at the front of the property • Cut a gouge in our new Trex deck, and Once we signed the contract, we were completely unable to reach Project Coordination. Since the work has started, we’ve only spoken with them directly three times, only at their convenience and only so they could tell us whether the crew was coming out on a particular day. We never received the promised call from the Project Coordination Supervisor. We’ve made so many efforts to document the damage, poor quality assurance and poor communication in emails and calls. Project Management has been infrequent and inadequate. The Project Management Lead waited a full week to show up even though we’ve been reporting significant damage to our property since Day 1. It currently looks like the installation project that was supposed to take one week is going to take at least two and a half in order to make all of the repairs and fix the sloppy work. In spite of all of this, the Project Management Lead keeps trying to upsell us on gutters (!). We’ve spent a lot of time and energy trying to make contact with TC—it’s just been absolutely impossible. We are hoping that when they see this report, they will work with us to resolve these issues.

Quality and professionalism. At every step of the way, Thompson Creek was informative, transparent, and sympathetic to my needs and anxieties. I was hoping to improve energy efficiency, but the result is even more: increased security and a new front door that is literally a work of art. Thanks to Jake, Doug, Kimberly, Perro, and Ricardo for a fantastic experience!

Fine. I'm very satisfied.

I can’t do not recommend this company, we have had nothing but problems. Wish I could even speak to the quality of the windows, but we have been waiting a longgg time to find out. We signed a contract in January for six replacement picture windows, were told it would take 6 weeks and assured that TC was unaffected by broader supply chain issues. Every TV commercial they air, even now, claims the same thing. Lies — Install has been pushed back at least 5 times now (entirely their doing), with the next ‘date’ now set to September. I’m not holding my breath. Meanwhile, I can’t get anyone on the phone, was told ‘a manager would call after the install in September’ and I could discuss it then….??? After you’ve taken my money and I’ve no recourse? Not helpful. A lot of lip service, not much follow through. If your project is of a more urgent variety, I would look elsewhere.

If I could go lower than one star I would. I began the process of new sliders and windows in October. Prior to my virtual appointment, I downloaded and installed an app that takes pictures and converts them to rough measurements. It made that appointment pretty easy. So far so good. My wife called a few days later to pay our project in full and received a receipt stating paid in full. (IOT to get points prior to vacation). At some point, actual measurements were taken onsite and an install date in Dec were established. Original install date resulted in one door completely the wrong size. 8" or so. I get it, maybe the measurer fat-finger the number. A field supervisor came out and remeasured, a new date (4-weeks) and a new door were ordered. Second install was cancelled due to crew unavailability. It was cancelled about 20 minutes before they were to arrive. Third install resulted in the same mismeasured door. Four more weeks or so and another new door ordered. Fourth install was finally successful. I get that mistakes happen but this is supposed to be an industry leader in doors and windows and to make the same mistake multiple times seems amateurish. All along the way, install crews and field supervisors all processed that the project coordination team would take care of us with a rebate or a credit. So we are now complete and calls with the project coordination team (PCT) were insulting. They offered $75 per screw-up despite the frustration and the missed work for 4 install attempts. Absolutely insulting! At that time, the PCT team also said they misplaced my deposit and could I help find it. We also negotiated a more acceptable credit/rebate which was beyond what my POC could authorize. So we played phone tag until we both gave up. At this point, I relegated that I just wanted the project to be done and that even with a credit, we were unlikely to use Thompson Creek again. Now two months after that (9 moths after staring this slog), I am getting new harassing calls about the "missing" down payment despite each of my work-orders showing paid in full, a receipt showing paid in full and a contract showing a down payment. Thompson Creek does not care about you. They do not care about your house. They only want to line their pockets and deeply as they can. Figure that most windows/door replacements should last for several years, they are relying on taking you to the bank upfront versus respecting you as a client and/or building a relationship. My boss used Replacement by Anderson. Use that company or use Window World or some other company. DO NOT USE THOMPSON CREEK and if you do, buyer beware.

After several delays on the delivery and getting the work done. Unfortunately, when the workers showed up the first time, someone forgot the order the siding to be delivered or the siding company forgot they had to deliver it. Then when the workers were finished, they didn't clean up that good. I found razor blades on the ground and the extra siding and materials were left. The work does look great but cleanup should also be a priority.