We saw the company advertised on tv - at first, the owner came by and we were hesitant as we had three other contractors look at our windows - all told us that we could not use replacement windows because of the way the house was built - all told us we need to take off siding, use new construction windows, and replace siding - very expensive to do as we have 11 upstairs windows to replace.. Window Depot told us they could do it with replacement windows and gave us a good price. We were a bit nervous about it and decided to hold off - after a few months, went back to them and explained our hesitation. Gary (owner) had his installer, John, (who later told me he is also an owner) come out again with him and they looked at the windows again - were 100% sure it can be done so, after asking several times, we agreed - BIG MISTAKE! While they were polite and did show up as scheduled, the windows did not seem to fit properly. I questioned this of the installer and his son (helping him) and was told that all windows fit this way as they cannot be 100% sized to the space. Okay..I agreed with that but I questioned why there were large gaps that were being covered over with wood - again, told that is how it is done and it would be caulked inside and out. The wood they provided was the wrong size so the installer went to Home Depot and got new wood - he installed the wood stops and agreed to come back and caulk the inside once my husband had stained the pieces. Understand, that the wrong wood had already been delivered and my husband had already stained once. Okay, mistakes happen so we agreed. They came back, as scheduled, and caulked a week later. Once the cold weather came in, we noticed that there was so much cold air coming in. I called, left message, no answer. Called two more times, no response. Finally, called the installer directly on his cell phone and he gave me a song and dance about the owner, Gary, (who he never speaks nicely of). He told me that the spaces around the windows were not insulated because 'it was not on the work order." - I explained that I had questioned it and was told "this is how it's done" - Insulation was never discussed or offered. I also noticed that the tops of the windows were falling down when bottoms opened. The installer agreed to come back and repair those but not without another song and dance and how he does not work for free. Not my problem. In the end, he never showed up to repair this problem and has not returned the phone calls that I've made. Funny that they show up and call back BEFORE they are paid..once paid, has not returned any calls and only speaks to me when I get the installer on his cell phone (which I was told to do by receptionist). My husband had to take apart every piece of trim, insulate around every window, re-attach all the trim, and recaulk every window - when we took off the trim, we saw the very large gaps between the frames and the windows, only sealed by a thin strip of caulk - In 10 degree weather, no good. In addition, today, as he was caulking the 9th window, he saw insulation leaking out to the outside - realized that window was never even caulked on the outside! SO ANGRY at this point but learned my lesson. The side and back of our house is up three stories as we are on a hill so no way for us to caulk the outside. Lesson is...If three trusted contractors tell you the same thing, do not trust the 4th guy who says "we can do it" - They charge a decent price - however, was more work and money and stress for us to fix and we feel the work was not done correctly so not worth it. The windows themselves are nice to look at but are not warm and do not insulate sound as advertised. We are very very unhappy and will not recommend this company. Very unprofessional in repairing our issues and they all speak negatively about one another which is also unprofessional.