Thompson Creek Window Company Avis 1 342

Thompson Creek has great windows and their installation is top notch. My only issue was that they cancelled on me the morning of the installation and I had paid someone to help me move furniture out of the way and taken the day off work. They were supposed to give me some discount consideration but I have never seen a cent. Poor customer service.

The only part of the experience that went smoothly was the sale. The salesperson was great to work with. But every touch point after that was challenging. The installation team arrived and didn't begin working for hours because they didn't think the measurements were correct for the doors to be installed. After sending numerous messages and making phone calls to contact a manager, they finally sorted it all out by having a supervisor come to our house and explain to the installation team that the measurements were correct.

As the team was leaving our house, they ran over part of our landscape along the driveway and had I not stopped them to come and fix it, they would have kept driving off.

As part of the sale, Thompson Creek was to also include a screen for another window. That screen was never provided.

I sent dozens of emails asking for updates, I called and left messages for managers with no reply. When I finally got someone on the phone, we processed the final payment and I was yet again promised that someone would call and the screen would be provided. Here we are five months later and still no contact. I had been a repeat customer of TC for years and never experienced anything like this. So I am stunned at how poor their customer service experience has become. I am now an Anderson windows customer.

The sales representative who came to my home was absolutely amazing—he truly sold me on my dream door. The purchasing process itself was smooth and easy, and I felt confident in my decision at the time.

However, everything changed after the installation.

Trying to get in touch with customer service has been incredibly frustrating. It feels like pulling teeth just to reach a real person. I’ve spent up to two hours on hold, only to be sent to voicemail with no call back. Emails go unanswered, and there seems to be no urgency to help once the sale is complete.

What’s most disappointing is that I was specifically sold on lifetime customer service and the ability to easily speak with a live person if any issues came up. That level of service was a big reason I was willing to pay a premium price. I value good customer experience and don’t mind paying more for it but in this case, I only received the door, not the service I was promised.

Now I’m dealing with issues with my door and can’t get anyone to help me. At this point, I honestly feel misled and taken advantage of.

We were very pleased with the quality of product offered and the professionalism of the installation team; however, our experience ended on a sour note as Thompson Creek failed to finish the agreed upon work.

Thompson Creek finished their work and the project manager inquired about our satisfaction of the job. We explained that during the quoting process, we were told that their gutter installation would replace our current system including moving the water away from the home where applicable (this included a section requiring a run of corrugated tubing away from a downspout that lands under a raised part of the home). The project manager initially advised they would not complete this as it wasn’t explicitly spelled out in the contract. Upon follow up, we received notice that their sales team apologized and should have included this in the quote. Things then appeared optimistic and Thompson Creek agreed to make the required repairs. Their installer then visited the property, rendered an repair, and advised that the repair he made was temporary and it would need to be fixed - leaving us with a 20 foot gutter run held up by bricks. Upon follow up, Thompson Creek offered to install what was needed to complete the job if we purchased the supplies.

Thompson Creek leaned on the contract as to the reason for not remediating the issue; where we were advertised otherwise as part of the quoting process verbally. After multiple calls with Thompson Creek, I have decided to spend $65 and 15 minutes to fix the issue myself. Thompson Creek’s failure to take ownership with this issue leads me to not recommend their services.

Poor workmanship, wrong product (delivered twice!), many, many delays, took nearly 3 months to do a 1-day shower install!!

horrible company. No communication. Left my house with less gutters than they removed. Project manager for central Virginia is a liar.

We have water pooling around our house because of Thompson Creek.

My experience with Thompson Creek from beginning to end was fantastic. The materials, process, and costs were explained thoroughly and installation went smoothly. I have acquired the services of Thompson Creek twice and the second time was much more streamlined than the first. I am a very satisfied customer who very much likes my windows and doors.

Great quality work. The estimator who came out was very friendly, knowledgeable, and helped us pick the right product.

Al was a wonderful salesman who walked us through exactly what we were looking for. Communications with Alexis were handled smoothly and efficiently, and the work crew worked extremely well on the day they installed our windows! They made sure each window was thoroughly cleaned after installation, took the time to show us how to use the windows, and cleaned up their work area effectively. Would recommend these guys to anyone and everyone!

I strongly advise, do NOT use this company.
My husband and I purchased over $30,000 worth of new doors for our home. Review is as high as 2 stars because the doors themselves are nice (not counting the handles). But the salesman lied to us about the handles for the doors and company refuses to take any responsibility for the lie and change the handles. If we had known we could not have the handles as promised, we would not have purchased the doors - honestly -as they destroy the look of the doors. We were extremely specific when purchasing, showing examples within our home of what was required and what was unacceptable. It is that important; I have to look at them multiple time a day, every day. Sadly, it was not spelled out specifically enough in the contract or we would have sued them already. Just making sure we refer friends away from them.
I lodged a complaint with BBB which got no response until past the BBB deadline. The response itself claimed things that had been said and done by them already which were not. Completely disengenuous response.
We choose Thompson Creek Company initially due to reviews of service. Hah. They are apparently overextended, sent a lying salesman, and then will not provide the product as promised.

We liked that the job was done within one day.
We did not like the caulk that was used. We noticed there were no molds on the portion where shiny caulk was appliedd. But on the portion where they applied a matte caulk, molds have appeared in less than a month. One of the reasons why we wanted a new bathroom was to minimize the appearance of molds on the caulking. We must admit, we were disappointed. We reached out to customer service, but they just gave us a list of cleaning materials to use. It would have been better if they first investigated want went wrong; it looks like substandard caulk.

They are very detailed and assess the work very accurately. The estimate are competitive and the staff is very professional.

Everything went very well, and we are pleased with our new windows. Perhaps the highest compliment is that no one can tell that we had our windows replaced.

The only downside is that we didn't consider the screens carefully and didn't realize that they don't open. This will be an issue for us in the summer.

The Windows, Siding, and Gutter work went very well. The teams were meticulous in their work and got things done well.
The installed items look great and the house seems much warmer now that new Windows and SIding have been installed.

Only down side was the material left behind from the siding install was only picked up 10 days after siding installation and many communications with the project team. One member of the project team Jorge Romo took the initiative to follow through and get the material picked up.

The quality of the ProVia door that Thompson Creek installed is unsurpassed for durability and longevity.

The shower installation went perfect, from the selection and design to the installation itself (1 day). We are very happy. Thanks.

The professionalism and courtesy throughout the process.

Everything was on schedule. Rooms were all protected with plastic and all was cleaned up.

The only issue was the screens, they are too big. They have wrinkles and wave in the wind. This is supposed to be taken care of in January, all 18 screens are going to be replaced, per Thompson Creek.

Excellent product, planning, installation and price! Loving our new TC sliding windows in our extension.