Customer ReviewsforThermal Windows, Inc

We ordered 2 windows on May 4th (Saturday) the order was officially dated May 6th (Monday). I understand dating the order for the following week on a Saturday. We were told (and the contract states 6-8 weeks) that the windows would be in the last week of June. The salesperson verified that the windows would be in no later than the last week in June. I checked with Thermal Windows about 5 weeks into the order to verify that everything was fine and the windows would arrive when promised, the answer was yes everything was fine with the order. But - it ended up taking almost 11 weeks to get two fairly standard-size windows. This delay pushed the entire project off and meant having to reschedule contractors and then having to wait until they were available again to complete the work. We are replacing a set of doors with windows so it is not as simple as taking one out and putting another in an existing space. There is framing, sheathing, brickwork, etc.***** (not sure of his title) drove to *****(?) to the plant and picked up our windows, after he arranged a time for us to pick up the windows he called my husband back after he realized he would drive right by us on the way back from ***** and offered to deliver the windows. My husband was happy with the delivery and windows.The windows themselves look good and appear to have good quality but the customer service side of the company leaves a lot to be desired. Mixed messages from different staffers, being told our windows were not on the truck and would have to wait another three weeks for the next delivery, etc. When it finally got to ***** he took care of the issue to the best of his ability. The company needs more than one person who can answer questions accurately and needs to implement a better order tracking and information system. A folder on a desk is not an efficient method for order tracking.

We apologize for missing the target delivery date on your order. Although we custom manufacture over ****** windows every year, each order and customer is important. Certainly in all aspects of business, accurate communication is critical and this did not meet the high standard of service that we strive to achieve. Despite our best intentions, sometimes an order can fall through the cracks and that appears to be what happened in this instance. We appreciate you allowing us to go the extra mile by delivering the windows to you, as that exemplifies the level of service we aim for. Please do not hesitate to reach out to us if there is anything we can do to assist you in the future.

I had an energy audit and the power company stated that my windows were well insulated and didn't need caulking or anything. I stated that it had been over 10 years since I had them replaced. The person doing the audit was impressed. Of course, I definitely let Thermal Windows rep know each time I go to the Home and Garden show. I thought there was a problem with leaking so I called and someone came out immediately to inspect. I will not use any other company. Thank you Thermal Windows.

We are glad you are pleased with your windows! One of the benefits with choosing Thermal Windows is having a local service team that can come inspect your windows and ensure they are working properly, as you experienced. Thank you for your kind words!

We purchased a home that had previously installed Thermal Windows products. When we had an issue with one of the window sashes that wasn't staying open, we called Thermal Windows service department. A technician came out to the home and was able to repair the window. We are so happy with our Thermal Windows and appreciative of the response from their service department.

Our lifetime warranty on all installed products covers parts and labor. A major advantage of being a local window and door manufacturer is that it allows us to have replacement parts available at our facility at all times and our service techs have access to the experience of those that help build the product just in case they need additional information. Thank you for your feedback regarding our service department.

I don’t usually leave reviews but I thought Thermal definitely needed one. We bought windows from THERMAL in 2018 and it completely changed my home. I also bought two of their sliding glass doors and a front entry door. I can’t believe how quiet they are...I can’t believe how my bills went down and I can’t believe how beautiful the installation was. We got pricing from three different companies and I was very impressed with the Thermal barrier frame for its structure and strength versus the plastic windows I was being shown. And I also like that I didn’t have to settle for white or light tan windows because THERMAL offered a lot of different colors. For what I received the pricing was not only fair but so much better than the other two bids I got ...one of which was ridiculously high. On our old one as we used to have ice form every winter. I’ve never seen it with THERMAL’s windows, even though they are metal it seems to work with the thermal barrier that separates the metal. I also love the fact that they offered a laminated security glass that means a criminal can’t break through my glass to get in the home. We did it all the way around the house. I sleep very secure and safe at night now. Very pleased...very happy. Thank you thermal Windows you far exceeded my expectations.

Thanks ***! We strive to treat all of our customers as VIP's, utilizing Value, Integrity and Performance. We so appreciate the many letters and customer surveys that are mailed in complimenting our sales staff, products and installation teams. Upon those instances that service is required, we always address and resolve issues as promptly as possible. We appreciate your taking the time to share these kind words.

I am a customer of Thermal Window, and I would like to express my disappointment from a recent install/customer service with their staff.
We had one specific window installed that would have ice in the interior part of the window; I called Thermal Windows to see if I could get someone to come out to inspect their product Thomas, one of the Install managers or Schedulers had informed me it was not their product and that I needed to hire a humidification specialist; he well-informed me that my home had too much humidity in the air (34% humidity) and that is the cause of icing on my window, and basically hung up on me; I was in total shock at his response as I spent about $1700.00 on this window and dealing with ice on the interior part of my window frame.
I waited until the cold weather came around once more, as it iced right back up. I called to talk with someone and I never received a return call back from him but received a call from another Install Manager, Ben. He came out within 20 mins, great! He worked up a plan on how to fix this problem. He had his Crew come back out to take the window out and insulate it more, and during the process, the Crew bent my frame and scratched up my paint across the bottom. I call Ben, the install Manager, to come out again to inspect; he comes out and does a make-shift fix. The service I received to fix this solution; is paint sprayed across the bottom of my $1700.00 new window and a bunch of "goop" to blend the bent/scratched area of my frame. The fact is that they are "OKAY" with this fix is very upsetting when someone spent this kind of money for a NEW window when they are the ones that bent/scratched my window.
We had our "phase two " windows installed by a contracted out team recently hired through thermal windows, and they did a piss-poor job. Had 6 windows installed; they were here and gone in 3-ish hours, baffled me when I received the first phase; I had 12 windows installed; it took them 3 days.

Once we heard that there was a concern with the windows at this customer's house, our installation manager promptly got involved with a site visit and followed up with a service crew to provide additional insulation at the perimeter. Upon subsequent notification of dissatisfaction with the touch up paint, we promptly manufactured a replacement window and scheduled a crew to pull the existing opening and re-install today (March 18th). Our manager will contact the customer next week after they both have an opportunity to inspect the finished work. We know the tremendous trust that a homeowner places with us to replace their windows and / or doors and as is evident from our excellent reputation for over 40 years in Oklahoma, we take that very seriously. Despite the many new and various challenges of the past year or two, as always we will diligently pursue a satisfactory resolution, regardless of the time and resources required.

Additionally this customer was under the perception that we had sent out a "recently hired contracted out team". Our crews are either employees of Thermal Windows, Inc or independent contractors that have worked for the company and have been trained by our supervisors. The crew that installed the windows for this customer has been working with Thermal for almost 12 years.