Superior Window Co

Windows fit perfectly and they worked well with our contractor.

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This review is for the second installation of windows to my home. While I was not completely satisfied the first time around, I wanted my windows to be installed by the same company for the sake of consistency. I made a huge mistake! This is the first time I rate a service online, but I feel it is my duty to warn other consumers about this company's practices. So as not to dwell on all the little details, because there are many, I will just hit the highlights.
I ordered the windows in January and was told I would be notified when they were completed in 4 to 6 weeks. Six weeks came and went and I received no phone or even email providing an update. At eight weeks, I contacted the company to check on the status of my order and initially they could not locate my order. The receptionist returned my call later in the day and I was told that my order had arrived, but the company had not been able to schedule the installation because they were behind due to the weather. I had no problem with the delay or the reason behind the delay, but what is not acceptable is the lack of communication. My mind would have been at ease if I had just received a phone call explaining the delay.
The lack of communication continued when it came the scheduling of the installation. The first time it was scheduled, they never confirmed and I again had to call to verify they were coming to my home that day. When I called to confirm, my appointment was not logged and they said I was mistaken. The appointment had to be rescheduled to a later date and I was told it would be the following week because of delay. The following week, I again took time off from work and I again had to call and confirm for a third time. Not only was it not scheduled but it was scheduled for the day after the date I had been previously provided. At this stage to the process, I was frustrated and extremely upset. The employee was rude, but offered to have a supervisor contact me. The representative, who sold me the windows and will remain nameless, was accusatory and blamed me for the error. I couldn't explain the situation because he continued to cut me off and raise his voice. My daughter, who was visiting at the time, heard the entire conversation and recommended I just call the whole thing off, but I this point I just wanted to get the windows completed and never deal with this company again. 
The final straw came the day of installation. Not only was I not told about the blind removal fee, but the installer informed me that regardless of what I was informed, it was in my contract. My contract does not have the blind removal fee and I told this to the installer. The installer simply said that it was understood that a fee would be charged. At this point, I was not longer shocked at their horrible customer service. I refused to cut a separate check that the installer demanded and the amount was added to my final bill. The windows were poorly installed and are not fitted; I paid for custom windows. I informed the installers that the windows were not fitted and installed properly. I was told by the installers that they were not the ones who took the measurements and the my house was sinking. I have never heard of a house sinking in months time, from measurement to installation. Since the installation of the windows, I have had to hire a contractor to repair the damage around my windows. I took a lot of photos and I wish I could share them with all the Angie's list subscribers.
If you have time and money to waste, this is the company for you. If you enjoy arguing with individuals have never been taught customer service or have common courtesy, this the company for you. If you enjoy getting berated and lectured like a child, than this is the company for you. If you like surprised expenses and dealing with individuals that do not honor contracts, than this is the company for you. But if for some reason you are like me and like great customer service with a great product, look elsewhere. 

From the initial interface thru Angies list, site visit and estimate, installation, the whole experience was great.
Scheduled home visit with Superior in early December.  Dale Brook performed the introduction to his company personally.  His knowledge of the window industry was extensive and he explained all the options available.  During the walk through he was able to answer all my questions, including how he selected the members of the installation teams.  I was not able to meet the individual who came to the house to measure the window openings, but during installation, the windows were a perfect fit.
The installation of the windows took 3 days with the work completed on March 16.  Kathy, Mike and Jason were a great team, they worked well with each other with a personal interest in doing the best job they could.  There were several challenges due to the nature in which the original windows were installed (Brick facade with lots of extra mortar).  Preparing the openings for the new windows was pretty dirty work, but Kathy took care to cover the furniture and did a thorough cleanup at the end of each day.
Overall, Kathy, Mike and Jason were a blast.
I have already mentioned Superior to a few coworkers considering replacing windows.

From the time of the estimate to the windows being installed the process went very smoothly . It took 4 weeks for the windows to come in .It took two days to install the windows. The installation crew worked very hard even in the rain. They actually took the whole old windows out instead of hitting them and getting glass everywhere. That in it self made it a great experience . We had to have new shudders put on because the builders that built our house in 1975 had nailed the shudders to the windows. My husband and I painted the shudders and the installers put them up for us. They caulked around the windows very well and cleaned up to our satisfaction. Superior windows is a great company. They even work in the rain?. The window are aluminum on the inside to make them strong but are vinyl on the outside. They are very strong and made very well. I am very well pleased with my new double pained windows and am looking forward to a lower electric bill.

Two different friends recommended Dale and his crew. Funny thing was, neither of my friends knew the other had Dale replace windows. Absolutely beautiful windows. There were so efficient and did a great job in every way. When we get around to doing other rooms, we will use them again without hesitation.

Superior Window Co was referred to me by a glass company I had used previously. Upon calling, the receptionist was knowledgeable and friendly. I felt as though I was dealing with a professional company and made an appointment for an evening when my husband and I would be available. Although we are busy parents and professionals, we found time to have them come out to give us an estimate, as we were very serious about having all of the windows replaced ASAP.
I received a call the day prior to the appointment for confirmation purposes which made me feel at ease with the professionalism of the company. I was disappointed to get a call 25 minutes after our scheduled appointment saying that Dale's (the owner) last appointment ran long and that he was on his way to my home.
Upon arrival to our home, 40 minutes late, Dale proceeds to look at the windows that will be replaced. He grabs his presentation materials (very large, cumbersome looking bags) from the car and comes inside our home to talk. We told Dale and we would prefer to have an extremely condensed version of his presentation, mostly because I did not want to run behind for an important meeting with a client sometime after the estimate. Dale's oral and visual presentation consisted of massive binders full of customer service awards, estimates from his competitors, and technical information about his windows vs. other window manufacturers. It is obvious that Dale knows windows and is extremely experienced with the industry and is confident with his product. However, his credibility was decreasing at an exponential rate when he arrived late without a phone call prior to the scheduled appointment time, his lengthy presentation despite communicated time constraints, and attempts to elevate his company and product by bad mouthing his competitors. 
Dale told us he would send an estimate, by email, after the weekend but we never received anything. I called exactly one week later and left a message with the receptionist to have Dale call or send an estimate. I made sure to give her the email address one more time. When I did not receive a call or estimate, we called again because we were serious about having our windows replaced quickly. 
No one from Superior Window Co. called us back or sent an estimate. We were very disappointed. We don't live in a mansion, wear Rolex watches, or have a Scarab like Dale, but we do expect to be treated professionally and with respect.

We haven't been at home. During 3 days the guy made perfect work on installation w/o any drawbacks. Now 3 months later we haven't noticed anything that would concern the quality of the work. I think it was done perfect. It is rare to meet the service like this one.

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We received Superior Windows referral through our contractor who was going to do a kitchen remodel.  The type of windows offered were thoroughly explained to us and we found the price very reasonable. The installation of the windows (7) took only one day. I had no idea there was so much work that went into the installation. The installers were very professional and answered any questions we had during the day.  At the end, they spent the time explaining how to properly lock and clean the windows. All the broken glass from the previous windows and packaging was cleaned up.  The windows look great and we are looking forward to the energy savings in the summer.  We are extremely pleased and would highly recommend Superior Windows.

Price is high, but so is quality.. You get what you pay for..

Very Professional Rep explained product selection, measured desired windows for replacement and provided free quote(s) in a timely manor. Crew came out and installed windows within time allocated - doing excellent work. Crew manager explained process and answered periodic questions throughout installation and went through general product usage instructions after installation was complete.

Prior to meeting with Dale Brock in October 2012, I had met with Vizion and Advanced Window Products (AWP) based on the high Angie?s List ratings.  Superior?s  Jantek windows immediately appeared  to be of better quality than Vizion?s Vista and AWP?s Revere windows.  They are 100% virgin vinyl, aluminum reinforced, with guaranteed 95% argon gas, and had screwed-on locks, injected structural form, and a 55-year product warranty.  They have a smaller frame so we did not lose much glass area.  They also have the colors I wanted ? beige interior, bronze exterior.  Dale?s informative presentation included photos of jobs done and the history of the company.  In fact, there was so much info and pressure to sign a contract the same day that the one-hour meeting I requested lasted four and a half!  At $12,700 this was the highest price of the three companies and to get us to sign same day, he made price reductions and promised us the company?s best crew to install them.  My only hesitation was that we had scheduled Pella the next day who had the sliding patio door configurations I wanted which Superior did not.  I finally gave in for $12,000 knowing that the product was better and I felt comfortable with the promised installation quality.  One drawback was that cash/check was required to avoid a credit card processing fee which Superior passes on to their customers.  One of the installers John took all measurements within the week.  The windows were manufactured in New Jersey and received in Houston in early November.   The three-man crew (John, Eddie, and Brian) spent two extremely long days doing the installation.  Their set up and cleanup was very good.  They were very professional and we were thrilled with their workmanship.  In order to keep them from having to come a third day, my husband did a lot of the set up on the 2nd day and cleanup on both days.  This meant that they continued to work even after it got dark.  I believe this led to the oversight of not realizing that three windows had no screens and vinyl pieces were left in some of the window tracks, thereby blocking the holes for the water runoff.  A few days later, I notified the office about the missing screens.  They were immediately ordered and installed in January along with a couple of plastic windows stops that had been overlooked.  They also gave us some bronze touch up paint for the exterior frames.   They provided a product/labor cost breakdown I requested after the energy tax credits were reinstated for 2012 tax returns.  I highly recommend this company if you want a high-quality product and installation. 
Supplement (winter 2012-spring 2013):  There have been many times that we saw condensation between the glass panes on three windows, always after a severe temperature drop.  Dale does not believe this is a gas leak based on the photos I provided and my description but of course needs to see it himself before he can determine is any action is required.  I?m sure this will be resolved in the future but we don?t expect it to occur until later this year.  We have had contact with Dale and Kathy Brock multiple times and we know the situation will eventually be resolved.
Supplement (April, 2013) We had severe thunderstorms with horizontal wind-driven rain.  Eight windows leaked into the house and onto the ledges and one floor.  Dale and a workman came within a few days to check the windows and ended up enlarging the drain holes on all the windows which were too small and not low enough in the channel for this extreme situation.   We hope this has solved the situation but we may never know.
Overall, we have been very pleased with the windows and the company and their employees who are committed to provided a quality product and premium service.

12/23/13 update: Dale inspected a one window and confirmed that there was a gas leak in September.  Because they no longer install Jantek windows, we had to contact the manufacturer ourselves to order a replacement.  We had the option of having Superior order replacements locally but chose to stay with Jantek in order to retain the warranty.  Since Superior no longer has shipments from Jantek, we had to pay the $107 shipping.  By the time we placed the order, we had a gas leak in a 2nd window also.  Superior did their usual great installation (at no cost) for us and so far we are happy with the replacements.  Unfortunately, while the installers were here, they were able to see five additional windows with interior condensation which they and Jantek agree is due to gas leaks.  Since we now have leaks with 6 of our 19 windows, I am changing my rating for the product quality from B to D.  I will not seek replacement now since the condensation at this point is intermittently visible and will wait until it is also visible and deteriorating.  However, I would like to repeat that Superior no longer uses Jantek as their window manufacturer so new customers should hopefully not encounter this situation.

The windows are exactly how they described them and the company is very profesional. It seemed a little costly but you get what you pay for and I believe we got great quality and the installers were very careful and did excellent work.

We first met the Superior Window folks at the Sugar Land home and garden show in early 2011 and requested they come out to give us an estimate. Dale arrived the next week and was great to work with. He clearly explained the product and process and answered all questions in detail. He was very accomodating of our desire to have their best windows installed on our tight budget. Shortly after, someone came out and did a precise measurement of each window since they are custom manufactured. About a month later the windows were ready and the crew came out to complete the install. The crew are very good, polite, presentable, and took the time to explain how the installation process works before they started. They did a great job which included a thorough cleanup after the installation was complete.  
The triple-pane windows are expensive, but well worth the investment. Our master bedroom is above the garage on the front of the house. The old windows were aluminum frame builders-grade, drafty, and let a lot of noise in from the street. The new windows solved these issues, providing excellent weather and sound proofing. They are easy to operate and clean, and look great. With the new windows our house even looks much nicer from the street.
Overall, we are very pleased with Superior Window Company and highly recoomend them ro anyone looking for new windows.

We were very satisfied with their professionalism, efficiency, and their
clean up afterwards. I left the price as a N/A because we went with
triple pane windows which seemed to be unique, from a design and
availability standpoint here in Houston, supplied by Jantek Industries
(New Jersey?) and we payed a lot for them. My understanding is that they
are the only vendor in this area who offers this brand of window. I
could be wrong. Evaluate yourself and determine the reasonableness of
the price.

We initially met Dale at a home show in 2009 and he came out and gave us an estimate.  We had two other companies out but Dale was the most thorough and was able to show us work he did in our area and their was little difference in the pricing between all three companies.  We initially had ten windows replaced on the back of our home in 2009.  The windows have been great and we've been extremely pleased. They've made all the difference in since the back of our home faces west and we get some much sun in the afternoon.  In 2010 we had them come out and do the windows on the front of the house .  Superior informed us that the windows would even qualify for the energy tax credit and they made sure we received the paperwork.  We recently had the remaining windows done and three doors.  Each of our experiences with Superior has been great.  The crew at our home was outstanding.  The guys were very careful with our floors and furnishings and the installation went so quickly with no mess.  We really liked that each time we had work done, Superior made sure to send the same crew.   While the crew was installing the doors they noticed that a small crack was in the outside of the glass in one of our windows.  Brian pointed it out to me and called the office to order a replacement glass for us.  We just had them out earlier this week to replace the glass and we had no problems or fuss.  We couldn't be happier with their service.

The windows crew were courteous and punctual and were always cleaning up as they went along so we did not have to worry about trash blowing around in the yard. They took measurements of the windows before they took out the old ones to verify the fit. When they discovered that two of the windows were not the right color they quickly had them replaced and were able to complete the job in a timely manner. 
The crew that installed the doors were also courteous and punctual and cleaned up every step of the way. Before they tore out the doors they measured the original doors first and then made sure the new door would fit. They also verified it was what we ordered. The thing that impressed me the most was the fact that they were carpenters and were able to take down and install the original wood molding so the doors from the inside matched the wood work. When they found out we needed some wood to fill in the gaps of the threshold they purchased oak boards and stained them to match our wood work. Great job John and team.

very good.  The installers were very professional and thorough.  Because my house is so wonky that the left side of the door is not at the same level as the right side (this is true for my entire house), they did have to make an extra effort to get things installed evenly, but they persisted until the job was complete.  They cleaned everything up after they were done.  The frame around the door is nearly as impressive as the door itself.  Now, everything is sealed off well and I look forward to still further improvements in my energy bills.

Outstanding. Best remodel experience in years. Installation crew was neat and cleaned up thoroughly each day. Windows have been in about a month. Significant improvement in heat issues on west facing windows.

The installation crew did an amazing job.  All of them were courteous, friendly and efficient.  They were able to get everything done with-in a day.  I would highly recommend this company to anyone who is looking to get their windows replaced. 

The window seals are melting in the sun now and Mr Brock says this is normal. They are protruding from the aluminum frame.There are huge gaps between the window and the window frame on the second floor. I can't see that and caulk was ever placed in one of the larger gaps.

Update 07/29/12: As above. I am not fabricating any of my experience. All of the above did happen. Had I not climbed on the roof a year later to take measurements of the gables I would never have found the window without any sealant placed about its periphery. This window had gaps that were not sealed for almost a year before I discovered them.

Update 8/19/12: Just stay away from them. You have options and they are more attractive and dependable. Even if you don't live in wind storm regions you would be better off going with someone else.

.The product was good and the amount we paid was good.