Customer ReviewsforNorthern Lights Exteriors LLC

I would not hire this company again. Their secretary 'on the phone constantly interrupted me when I tried to ask questions. A gigantic dumpster was dropped off at my house and I didn't know ahead of time so I hadn't let my HOA know. Its not even 1/4 full. Two windows , which are installed, and are so hard to open I have to brace myself against the window sill (bottom) and push up. The crew wasn't going to say anything about the problem. I found out when I tried to open the new windows.They tried fixing it by shaving some of the plastic off the sides. It didn't work and it was the wrong thing to do. They also installed a sliding door and the handle lock is upside down. Turn k*** left to lock and turn k*** right (clockwise) to unlock. The crewman said its is done correctly. I'm afraid I'll turn the k*** thinking its locked and its actually unlocked. The sliding door has a "secondary lock" that is a cheap piece of plastic at the door bottom that a child could break. Before leaving , the crewman told me that I should have gone to their showroom, which was the first time I'd heard of it. The first estimator said I had no choice in pella windows.The crewman said someone would come to look at the windows. I told northern lights that I wanted windows that would open so that I could clean them from the inside. But the sliding window doesn't open like this. So the crewman told me to go outside and clean the window since I have a 1 story house. The total for this work is $8,824.83

*****, Thank you for sharing your experience with us. We were surprised to see you leave a 1-star review without giving us a chance to understand what was going on that was upsetting you with a phone call first, but we understand this is how some people prefer to communicate nowadays. After seeing the review, we reached out same day to try and figure out what was going on as it was the first time our business had been alerted something happened on-site. We are truly sorry to hear about the issues you encountered during your project, and we appreciate you bringing these to our attention. After reviewing all the items that were provided via text message and email, along with calls directly from our Production team about NEXT STEPS with your project and our WHAT TO EXPECT document provided ahead of time, we were were surprised you didn't feel you had adequate knowledge of delivery and install details. First, we want to apologize for the interruptions you experienced during phone conversations with our Office Manager. Clear and respectful communication is essential (something we typically get A+++ ratings on in our reviews), and we will address this with our team to ensure future clients don't feel "talked over."In regards to the large dumpster....we ordered a 10-Yard for your project, but the company supplying the dumpster ran out of the smaller size and brought the next one to your home with no additional charge and placed it in the same location we would have put the smaller one. Reminders for material deliveries, installs, and project start dates are found in emails and text messages prior to the project starting. Typically we have found that this is sufficient but understand you felt out of the loop.Proper installation and functionality of our products are paramount, and it was clear that after the install, the windows were not opening as easily as they should. Our installer reached out to our team and a warranty ticket was logged. As we have already communicated at this point, we are working on getting *****'s team out to take a look and assess what they believe should be done next. Our Project Manager reached out and alerted you that the ticket was pending and we are in queue to have an on-site rep take a look soon. We apologize for any miscommunication regarding the options available to you and the functionality of the windows. All details for the windows and doors being purchased are provided in a window schedule, reviewed, and signed-off on by the client. We did notate the concern of the lock with the pending ticket with *****. Different designs and brands do not universally lock clockwise, but if this is something Pella can remedy they will do that on-site. The door is opening left to right so that *** be the way the lock for this door is designed - either way we will get to the bottom of it and make updates if we can. As you know, we install the windows and doors and do not manufacturer them. Pella is an amazing company that we have done 100's of installs for. If there are changes that can be made, we will do them. Your project started on July 11th and a ticket with Pella to check into your concerns was put in by July 15th.We appreciate you taking our call after you provided us with a 1-star review, we wish you would have just called the office or reached out to the Project Manager so that you would have known that your concerns were taken seriously, tickets were entered with the manufacturer and the remaining items were on the schedule to be complete. We have not asked you to pay your final payment until we have some additional information back from *****. We think that is fair and should help you feel comfortable that concerns will be addressed.

An additional note in regards to this client and from the Pella team that went out to the property. In less than 10-days ***** was out and verified that everything on the door is correct and the way it should be. Pella tightened the jamb on the windows helping the ease of opening the windows. He was going to spray the tracks so they slip even easier, but she said no. Concern is closed on our end.

Overall, our experience with NLE showed poor communication and minimal motivation to identify and resolve problems, in addition to grossly misogynistic behavior. Female homeowners beware. One of the contractors working on our house harassed our neighbor and made her feel uncomfortable going home b/c she didn't want him to know where she lived. When we informed the owner, he said that this was a serious accusation and and asked if were we sure it wasn't just a misunderstanding. As far as we know, nothing was done to resolve this situation or prevent it from happening again. He also mansplained my job to me in an attempt to justify delays in our project (which took over a year longer than expected). In addition, throughout the course of our project (that again took more than twice the anticipated timeline), I (specifically the female partner) received several packages from NLE that contained "gifts" of cooking and cleaning supplies. Definitely will not be using them again and can't feel comfortable recommending them to anyone else.

Thank you for bringing your concerns to our attention. We sincerely apologize for the negative experiences you had with our services. Your feedback is very important to us, and we take these matters seriously.First, we deeply regret any discomfort or distress caused by any member of our team. We are committed to ensuring a safe and respectful environment for all our clients and their neighbors. We pride ourselves on having amazing staff, installers, and team members that we work with, hire, and employee. We are surprised to hear a neighbor was affected and we will discuss and coach back with our crew leaders and Production Manager. This is not something I have seen in past reviews, and most of our crews are going on 10+ years working with us on average. We're on it.Regarding the communication issues and delays you experienced, we apologize for the inconvenience and frustration this has caused. We understand how important timely and clear communication is in any project, and we are taking steps to improve our processes in this area.Additionally, we are sorry to hear that you found the gifts sent to you inappropriate. Our intention was to show appreciation for choosing us for your project, but we understand that the items chosen were have been perceived as offensive. We will be re-evaluating our approach to client appreciation to ensure it is respectful and more "gender neutral."We are committed to learning from this experience and making the necessary improvements to our service. If you are open to it, we would appreciate the opportunity to discuss this further with you to address your concerns directly and to make things right. Please feel free to contact us directly Once again, we apologize for your negative experience and thank you for your feedback.