Arch Design Window Door Co

Arch Design was recommended to us by a handyman for 2 replacement doors leading from our family room to our patio and side porch. We contacted them in April, 2019, and Greg came out to our house to show us some sample brochures and work up an estimate. A week or two later, in early May, we had made our selection and made our down-payment for the doors. They were expensive (total amount over $8000), but the doors were very nice, and they were Andersen, so we figured we were getting good quality. We were told, "6 to 8 weeks", for doors to be Andersen to manufacture and deliver, and for Arch to prep and install them. We were hoping for a shorter wait, but we figured that would put installation mid to late June, right before July 4. If the doors were good quality, they would be worth the wait. 6 weeks passed... no call. 8 weeks passed... no call. We called Greg, we were told there was a factory delay, it would be a couple of more weeks, he would call us. A couple of weeks later, middle of July... no call. We called Greg, we were told that this was a really big delay, this never happens, etc. Finally, after multiple additional calls from us, we finally had installation set up for early August, about 6 weeks late. If installation had gone well, we would be giving Arch Design a "B". Installation did not go well. The installation crew came out, tore out the trim around our existing doors, tore out one of the old doors, and discovered that the new doors were the wrong size. 6 to 8 weeks had become 14 weeks, and Arch Design had not only ordered the wrong size doors, but they had actually ripped up our existing doors before checking to see if the new doors were correct. We thought the rule was "Measure twice, cut once." Apparently not. So, in early August, they had to order new doors (the right size, this time). They left our doorways with exposed insulation and nails sticking out (we have 3 kids and a dog). Over the next 8 weeks, we made multiple phone calls to Greg asking for information, how were they going to make this right, etc. Throughout this whole process, communication from Arch Design was awful. We always had to call them to ask for updates and information; they never made the first call. We finally had installation set up for first week of October, 2019 (keep in mind, our "down payment" check was written on May 4). We were told we would get a "substantial discount" on the doors -- we asked for the amount in writing, and after multiple phone calls and several weeks, we learned that this discount was $400, a little less than 5% of the total bill. So... 6 to 8 weeks turned into 21 weeks, with a torn up family room for 2 of those months. The installation crew kept telling us that we could speak directly to Russell, apparently the owner, who was supposed to stop by during the final installation. We later learned he stopped by our house twice during installation, but he never spoke to us (even though we were at home); we assume he must not have been interested in dealing with disgruntled customers. As we write this, the doors are installed, and we're not thrilled; we're just relieved that it's all finally over. It's hard to imagine getting worse service or a worse experience from any other Andersen dealer. Some advice for Arch Design: 1. Communicate! Customers can be reasonable, and we do understand that delays happen, and mistakes happen. Just let us know what's going on, and keep us in the loop. Call us; don't make us call you. 2. Measure twice, cut once. 3. Own your mistakes, and do your best to make them right. $8000 is a lot of money to pay for 2 doors, even when everything goes smoothly and on-time. When you order the wrong size doors, and when you tear up part of a customer's house, and finally deliver/install your product months later than you promised, a discount a little more "substantial" than 5% might be a good idea. Bottom line: we will never use Arch Design for any other project, and we will never recommend to anyone we know.

They are far more knowledgeable about replacement windows than most. They also did not damage my property like Matt Williams Windows did. They are also replacing the sills for a fee that were damaged by the first installer.

This was several years ago. I don't know why I'm getting the notice from Angie's list now to review them. However, it gives me opportunity to say that after several (at least 3) years, there are no problems with the work, and the windows slide smoothly and still look new. They did a very nice job. They communicated well. They explained when I asked a question, and gave me extra information when I asked for it. I definitely have it on my to-do list to hire them again, as I want to replace the other upstairs windows when I can.

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I would use them in the future.

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The installation went well. We had a couple of small problems that took a very long time to be resolved. It took five more visits to resolve the problem. The workers were great. They left the area excellent.

Great, there were three contractors involved and all three were on time, efficient, friendly & personable.  It was like clockwork, in and out in less than a day.

We met the salesman at the Andersen Window display at the Cincinnati Home and Garden Show. We called three different companies that sell Andersen windows and Arch Window Design was in the middle of the road as far as pricing. Looking back I shouldn't have gone with them mainly because I had to call the salesman two times to get the estimate.

The windows were installed in November 2013 and we have nothing but wonderful things to say about the windows themselves.

However, the installation began in November 2013 and the last visit to our house was by the owner on July 3, 2014. It took them 8 months to complete the job. During that time, I sent numerous emails to the salesman with very limited response from him.

While doing the install they gouged the sills on the windows and the French doors and had to come back to replace the window sills. The French doors they installed did not match the color of the windows at all.  It needed to be painted to cover the gouge marks and match the window color.

Getting the correct screens seemed an impossible task. The answer I kept getting for not delivering the screens was  that it was winter and we wouldn't be using them immediately anyway so they would deliver them when the weather got warmer. When spring arrived they called and told me they were in but couldn't deliver them for two weeks and then they brought the wrong sized screens twice. They had to come to the house on three separate occasions to deliver the correct ones AND we didn't get them until early July, the day before my son's wedding!

I understand that things don't always go perfect on a job but the lack of responsiveness was unnecessary. The salesman clearly wasn't doing the needed follow-up in ordering items we were shorted and they kept making excuses. I also needed to take off work each time they were there and that was a huge issue too.

Eventually, I had to get the owner involved. He was very nice and ended up delivering and installing some of the screens and door screen himself.

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Great.

We have been hiring them to slowly to install new windows throughout the home. Their pricing was good and they were very helpful, polite, and prompt. All the windows are complete now!

They did fine! They showed up on time and stuck to the estimate they gave me. They did a good job and they were very professional and clean. They were very nice and explained a couple things I asked questions about. Their price was in line with other people and I liked their workmen. I had absolutely no complaints and I’m thinking about calling them back out!

I have been working with them for a number of years. The product they handle is Anderson, which is the best quality there is. Their pricing is competitive and their head installer, Toni, has great quality of work. When he leaves, it looks like the replacement doors were there when the house was built.

We're very pleased with them! They did good work, and gave us a good product. They spent a considerable amount of time making sure the door was installed properly.  They were very prompt and professional.

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They have taken the my payment and I haven't heard a a word from them.

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This was a slow process, Arch Design Windows provided an assessment of our window problems.  Once replacements were ordered it took Anderson Windows (the window manufacturer) almost 2 months to ship the windows and Arch to complete the custom staining for these windows.
Once available for install, weather contributed to delaying the install.  The Palladium Window unit was replaced in December 2013 and the other two windows were installed on January 20, 2014.  Again, weather played a part in the delay of installation. 
All of our interactions with Arch Window employees were professional and customer focused.  These new windows are less leaky than our other 25 year old windows.  The replaced woodwork matches perfectly the rest of the woodwork in the room.
We paid the balance (50%) only after entire job was completed. 

We went with Arch Design to install 2 new  Andersen windows in 2012. Everything went well and we decided to go with Arch again this summer when replacing our patio door and 3 windows in a bay configuration. We received a quote and provided the go ahead in July 2013. The sales rep, Greg Z, told me that the windows/door would be in 6-8wks. After 8 wks passed, I called Greg and asked him if the product was in yet so we could schedule installation. He said they should be in any day and told me to call back in a few days. A few days later I called back and he informed me that the windows are in but the door was late and he was going to call the factory to see where it is. A few days later I called him again to check on status and he informed me that neither product was ordered when I placed the order. Here's where the lies started. Depending on when I spoke with Greg, the story would change and he would alternate between "the windows have been ordered", to "the windows have been received but waiting on door", then he retracted the fact that he windows were received and said nothing had been ordered yet, etc, etc. By the time late October rolled around I told him that I wanted my order cancelled but he adamantly claimed that it couldn't happen since they had already been placed. Phone call after phone call and lie after lie, there was finally a delivery date...but when they showed up it was only the windows and not the door! Another phone call and another lie by Greg and he stated that the door was late from the factory and would have to be installed at a later date. I was irate at this point but couldn't do much about it. After a couple more weeks the door finally came in but when they came for the install they didn't have the retractable screen nor the lock for the door. After a very heated conversation with both Greg and the store owner (Russell) I told them to cancel the screen and refund my money for that and to send the locksmith out the next day to finish the lock. So what did they do? They screwed it up of course and refunded me less than what the itemized cost of the screen door was. I'm so glad I save all emails. They did correct the problem after being called out on it but it was just another instance of incompetence after a long line of errors. Everything finally got installed by Nov 20...a mere 5 months after this all began. After it all settled down I called up Russell to explain my frustration and to give him an opportunity to win back my loyalty with a rebate considering the trouble and lies that I had to deal with. He said he would "review my file" and call me back the next day. That never happened and I will never by another product from this company again. We are in the process of replacing many of our windows, 1 or 2 at a time, so I will have Arch Design quote future jobs. However, I will only do this out of spite to waste their time because I wouldn't buy another window from them if they were the last company on earth.