Authentic Southwest Windows & Doors

We’ve had a very similar experience to many of the reviews here. Although it’s much more recent. Tom gave us an estimate for about $6000 to replace a very large wooden front door. Gave him half the money about two months ago. The door is supposedly available and ready to install, but there’s been one delay and one stupid excuse after another. He's voicemail is full and he’s not responding to text. Why isn't this guy in jail? Never use this company.

On 9/23/2019 I gave Tom Cohen, owner of Authentic Southwest Windows and Doors, LLC, a 50% down payment in the amount of $16,000.00 by check to order, deliver, and install new windows for my home. This down payment was taken by Tom Cohen months before the Covid Virus hit. I was waiting for Tom to start my project, but several months went by. When I began contacting Tom Cohen to inquire about the project, I started getting excuses, such as materials being unavailable due to Covid, etc. It turns out that Tom Cohen never even ordered the windows. At one point he gave me a tracking number to follow, acting as if these were my windows. But when I called the manufacturer, they had not heard of me, and the order that was being tracked was for a different customer. When I asked for my down-payment to be refunded to me, a Mr. Cohen gave me many excuses and stories to put me off, but still has not refunded any of my money.

On 9/23/2019 I gave Tom Cohen, owner of Authentic Southwest Windows and Doors, LLC, a 50% down payment in the amount of $16,000.00 by check to order, deliver, and install new windows for my home. This down payment was taken by Tom Cohen months before the Covid Virus hit. I was waiting for Tom to start my project, but several months went by. When I began contacting Tom Cohen to inquire about the project, I started getting excuses, such as materials being unavailable due to Covid, etc.. It turns out that Tom Cohen never even ordered the windows. At one point he gave me a tracking number to follow, acting as if these were my windows. But when I called the manufacturer, they had not heard of me, and the order that was being tracked was for a different customer. When I asked for my down-payment to be refunded to me, a Mr. Cohen gave me many excuses and stories to put me off, but still has not refunded any of my money.

Tom emailed us the invoice on January 24th, 2018. We paid half of total cost, which was $2, 208.28. When the products were to arrive and be installed, we would pay the other half. We were told 6 to 8 weeks. Months have gone by and no products. I've emailed and called continuously, and he said one box was shipped and came in defective, so he had to reorder, and as soon as it would arrive, he would call. Another couple of months went by, no phone call, no email, and no products. The last email I received a response from him, was on April 17th, stating the door would be shipped "the following week", and as soon as it came in, he would call and set up install. Remember, I said April 17th. Today is Thursday, June 21st, 2018, and I haven't heard from him since. SIX MONTHS from the date of invoice, and NO STORM DOOR, NO FRONT MAIN DOOR, AND NO BEDROOM SCREENS. Unacceptable and inexcusable. Will we get our money back at this point? Who knows. He has made us feel like fools.

Working with Tom and his crew was a pure delight. We would do it again if we could. Tom worked with us to help us choose the right doors/stains/hardware for our home and then his crew finished and installed the doors beautifully. Expert craftsmanship at every turn. They were also careful to clean up after themselves. Doors don't appear overnight (We had twelve doors replaced - exterior / interior / screen door) and Tom was careful to communicate with us at every step in this process. The end result is great - the doors were perfectly finished and installed. They open and close beautifully. We really couldn't have asked for a better experience. We highly recommend them for any door project you may have.

After longer than expected, I finally reached Tom, who said he was re-ordering after receiving a damaged item. After that, I had trouble getting any information on the status of the order. I waited the 2-3 weeks he told me to expect. Then ASWD did not return multiple calls and emails, so I began to wonder if they were even still in business. After about a month I went to the office in person and cancelled the order, and Tom refunded my deposit on the spot. He was always pleasant and courteous in person, as were the office folks on the rare occasions when I was able to reach someone by phone. And I can't blame him for any troubles with the manufacturer. The low grade is for being unresponsive to the point of being insulting. Their work may be good, but I ran out of patience and confidence. (This was in fact a second chance: a year ago I had asked for a bid on a much bigger job, and it took months to get an estimate, and when they finally sent something and I tried to review the specifics, I got no replies, so I gave up then, too, and used a different provider.) Sorry we couldn't have done better with them.

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This small local company is a pleasure to do business with. Tom the owner is very professional and a nice guy. Roberta in the office is a sweetheart and always helpful. The installers (both employee and contractor) were pleasant and professional as well. The inevitable problems that arise with a large job such as ours were handled in a timely manner and to  our satisfaction.  We are happy with our new windows and doors and the service we received from this company.

Authentic Southwest Windows and Doors came to the rescue after my disastrous experience with another screen door maker, which had resulted in return of a warped door and the owner's abrupt cancellation of my order (i.e., he refused to remake the door, though I had paid to modify my door frame to accommodate that door and paid shipping costs both ways, and actually hung up on me). Tom, the owner of ASWD, therefore had to work with what had been set in place by my contractor, even though it was not as he would have done it. Of course, ASWD is a custom maker so this should be what they do. And indeed it was.
The whole process took much longer than it should have because I wasn't pleased with the first door they made, in which the exchangeable screen and plexi panels were not aesthetically or even functionally satisfactory. I don't quite understand why there was a problem, but the key thing is that Tom was totally prepared to make it right. He has excellent installers, who understood immediately what the problem was and who, I believe, may have helped achieve the ultimately excellent result. There had also been difficulty matching the stain on my current wooden front door, but that too was achieved with perfection on the second try.
This was not an inexpensive door (and--no fault of theirs--exacerbated by costs I had already born with the first, defective door by the other company). But in the end, I am really, really pleased with it. It looks terrific and has been paid many compliments, including by other workers who have come to my house. I expected the plexi inserts to be effective in fall and spring--I really need the light from that side--but not sufficiently insulting in winter. Yet I was able to have the front door open pretty much all year, including in the evening.
Tom was pleasant throughout and professional. I would definitely recommend him.

They did a gorgeous job, and the door is beautiful. It is sealed beautifully. The two guys that work for him have been with him for a long time, and they're just great. They turn up when they are supposed to, or they will call and let you know. Thomas Cohen is the president, and he is the one I delt with and he is great. I have talked with other people who have used him, and they agree that he is "one of the good people."