Thermal Windows Inc

"It is always disappointing when we receive bad reviews. However, I believe this one requires some explanation. When our salesperson, Jason Dickinson, met with the customer to sign the contract, he had some apprehension in regards to our ability to perform the work. He suggested that our Installation Manager inspect the job before the contract was finalized, but the customer insisted. She wanted to get things going. When our Installation Manager visited the home to take technical measurements, he determined that our company was not properly equipped, and the job presented too much danger. The windows in question are very large and heavy, and they are located such that they are difficult, if not impossible, to access without extra equipment. To make matters worse, landscape, walkways and the slope of the yard on the exterior would make it difficult to perform the work without damaging the property. As a company that is continually dependent on generating new business, we never enjoy turning down work. However, we will always consider potential damage to property, danger to our installers, the long-term liability involved in accepting difficult jobs and, of course, our ability to complete the work in a manner that will be acceptable to our customer. We include a contingency clause in our contract because we understand that a salesperson may not be able to sufficiently determine all of the potential difficulty and risk involved with each job. The clause is intended to protect both the customer and Thermal Windows, Inc.. In this case, it was determined that the risk and liability were too great. Our salesperson called the customer to inform them of our decision to decline the job and refund their deposit. The customer pressed and asked what would be required for us to be able to perform the job. Jason explained the need for extra equipment and the costs involved, the difficulties in accessing the windows, the potential danger to our installers, our long-term warranty concerns and the uncertainty that we would be able to accomplish the work in a satisfactory manner. However, it should be noted, there was never implied a suggestion that we would reconsider for more money. Also, the change in the warranty mentioned would be due to an outside contractor performing the work. Thermal Windows, Inc. offers a lifetime warranty only on jobs that we install. Shady business practices have nothing to do with it. At Thermal Windows, Inc., we believe that a job worth doing is a job worth doing right. For that reason, we are open and honest about our capabilities. We would rather walk away from a job than to do it poorly or to expose our installers to undue risk."

"Thank you, [removed member name], for the wonderful review! Regarding the comment about contractors, we find that most of the best installers in our industry are, in fact, independent contractors. They make more money working contract, as opposed to hourly, so those who wish to make a good living installing windows tend to gravitate that way. Our installers are all factory-certified, and they work almost exclusively for Thermal Windows, Inc. We have very low turn-over, so we seldom have to add new crews. Most of our contract installers have been with us for a long time. We know them well. We greatly appreciate their fine work, and we endeavor to treat them with the same care and concern as our own employees. The biggest knock against contract installers is that some companies expect the customer to chase down the contractor if there is a problem. At Thermal Windows, you deal exclusively with us throughout the entire process. If there's an issue during the installation, you call us. If a service issue arises, we have our own in-house service department which handles all such issues. We believe this approach provides the best of both installation and service. It's an important part of the reason we've made so many customers, like [removed member name], happy with their decision to choose Thermal Windows, Inc. Thanks to all of our great reviewers! Regards, John Batts General Manager -- OKC"

"[member name removed], I am very sorry that your experience with our company was less than expected. Typically, because of difficulties we sometimes encounter when we get into a job, and because we want our installers to be thorough in their installation, we generally don't plan for crews to install more than 6-8 windows a day. Doors can often take substantially longer than a window, so it is unfortunate if any of our representatives led you to believe the job would be completed in a day. If the degree of difficulty was low, a single day may have been reasonable, but I would have preferred more clarification up front. In regards to the drop cloths and the cleanup, these are issues that we take very seriously, as well. It is rare that we get such complaints, but occasionally we a crew will fail to meet the expected standard. I have spoken with our sales team, our Installation Manager, and the crew involved. I would have preferred that you were thrilled by the entire process, and again, I apologize that you were not. I do appreciate your input. Without it, we would not know where improvements were needed. I sincerely hope you give us further opportunity to serve your window and door needs. I believe you will see that we can do much better. Thank you for your business. John Batts Thermal Windows, Inc. General Manager -- OKC"

"I regret this member was not pleased with his purchase from our company. Thermal Windows, Inc. strives to maintain an excellent record in quality, professionalism and after the job service. On this note, I'd like to address a few of the concerns listed here. Thermal Windows, Inc. is a regional manufacturer. The majority of the windows we manufacture are for large commercial projects and for residential replacement. Both of these applications require that windows are built to specification, per the particular job. In the case of residential replacement windows, a standard size will not typically fit because the window must be made to work around existing brick and interior / exterior trim. For this reason, replacement windows are custom-sized to insure the best fit for the existing opening. Our decision to not warehouse windows is not based on cost savings. It is based on the realities of the replacement industry and our desire to provide the best product for the application. In regards to not fixing his existing window, we are not a window repair company. Thermal Windows, Inc. manufactures and installs new windows. As the customer stated, our salesperson did not use high-pressure tactics. It must be assumed, then, that it was his decision to replace rather than repair the broken window was not made under coercion. He was in no way prevented from further seeking a repair option. A simple Google search for "window tilt latch" will reveal hundreds of different latch options. This is just one of many typical window components. It would be unrealistic to expect that a company, which is not in the business of repairing windows, would warehouse and inventory parts to repair windows which it does not manufacture or sell. There was no "gimmick" employed on our part. Finally, in regards to the wiring issue, this is the first we've been made aware of it. If the customer is still in need of a solution, I encourage him to call our office. We will be happy to address his problem. Regards, John Batts Thermal Windows, Inc. General Manager -- OKC"

"I'm sorry to hear that our salesperson came across as overly critical towards vinyl windows. We manufacture a fine vinyl window product, in addition to our commercially-rated Thermal Barrier Aluminum products. There are pros and cons for either, and I encourage our salespeople to help customers determine which product is best suited for their individual needs. Vinyl windows offer some advantage in regards to energy-efficiency, and their lighter weight make them easier to operate. These two factors, alone, may be enough to sway some consumers towards vinyl. In terms of long-term wear, however, thermally-broken aluminum is superior. Vinyl windows, as with any plastic product, are far more susceptible to damage from exposure to the heat and UV rays from the sun. As with some of our competitors, we also offer lifetime warranties on our vinyl windows. We have an excellent customer service record, and we stand behind the quality of our products. It is important, though (and we are very honest with our customers on this issue), to understand that warranties primarily protect consumers from problems caused by defects in manufacturing. One would be dishonest to suggest that a lifetime warranty on vinyl window products implies the products will last indefinitely. We appreciate this consumers interest in our company, and we encourage others to view the differences for themselves. Sincerely, John Batts Thermal Windows, Inc. General Manager -- OKC"