Custom Window Company

We signed a contract for six windows with custom windows back in Sept. 2015. At the signing we were told that someone would be out that week to take more accurate measurements and explain the 12mo same as cash payments process. We were told the windows should be installed in approximately 5 weeks. 5 weeks went by and we had not had a visit from custom windows to take measurements not to explain the payment process. I called and asked if the windows would still be completed in the time given and was informed that no orders would be placed until we paid half of the cost up front via the 12 mo same as cash program. I had to go to the bank and apply for the credit card which took another two weeks. We still had not had a visit from them. I received the card and paid 50% of the windows. I was told it would be another 5 – 7 weeks before they were installed. After another 5 weeks I called to inquire about the windows and was told they would be installed that week. When installation day came I received a call at work advising me that they had made the wrong windows and they would have to order them again. Seeing how it was around the holidays by now they said it would be around the first of the year before they get the correct windows. However it was not until the end of January that we were told they were in. An installation date was set as I was told they would be there first thing in the AM and have most of the work done before I left for work (noon). It was not until 1145 that the crew showed up. My wife informed me that the installation was done at 430pm however there were small nails left all over our carpet. As we have pets and young children this was alarming. I had also asked custom windows to leave a couple of the old windows so I could use in a project, none were left. Although the staff was nice (when we could reach them) we were extremely disappointed with the whole process and feel it could of all been avoided had they actually come out to confirm their measurements and walked is through the payment process. We dropped a letter off to the office and were charged the full amount the next day despite all the hassle. We felt they were extremely disorganized and unappreciative of our wanting to go with a smaller local business. Had we known it was going to be this much of a hassle we would of went with a larger more reputable company.

Work and materials were great. Workman was good and respectful of pets and home. All scrap was removed and when one window was found defective they replaced it with no problem. With that said there was and still is a problem. The worker did not have one piece of trim that needed replaced in the picture window and stated he would return with it the next day but never showed up. When we called the office they said they would be right over with it the next day and never showed. Called several times later and never got piece of trim, even when they brought the replacement for the defective window they forgot the trim. As of now we still do not have the trim on top of our picture window! This causes no problem with the beauty or function of the window but is irritating.