Northwest Window And Door Company

We are so extremely disappointed in the service (lack of service) we received from NW Windows and Doors in December 2012. From the moment the installers came to the final end of the project, we were wishing we'd used a different company. 5 minutes after the installers arrived (late and without a phone call) they began complaining that they were not told how many windows and doors were to be installed. I guess they hoped it would be a short day and forgot to look at their manifest. \r \r They complained about their company, the work they were doing on our house, and the installation process and used inappropriate language around me, a client! They could not finish the job in one day and would have to return and complained about that also! There was no communication between the installers, the company, and us. We had no idea when they would be back out until they showed up at the door. \r \r A window was broken during the installation process, we had to call to remind them to order a new one when we hadn't heard from them for 2 weeks. One of the doors had a manufacture's defect, the installers decided to install it anyway rather than get the part to fix it before installation and told me that it was MY responsibility to call Milgard to get it fixed because it was a manufacture's defect. The Milgard installer told me that it should have been an easy fix and that window companies always have the part in stock. \r \r One month after the initial start date the installation is complete. We've called the sales person to let him know we're unhappy, but have yet to hear from the company at all! This is the short version of the story!\r \r After reading some of these other reviews I guess I should be grateful that the process only lasted 1 month. hmmm...still not recommending this company. more

Worst experience ever! The salesperson - Arnie was awful - he came back to our place asking the same questions over and over and not writing them down. Even the installers when they came said he was bad. He made mistakes and we ended up getting our doors 6 months late. We asked for the same hardware and he didn't even measure the hardware. Thus when the doors came - the hardware didn't fit. He couldn't get the stains correct either. The installers were ok not great. Nate - the first one forgot to check the locking system which didn't work. Thus leaving us with unlock doors for the weekend. He said Oh it's not my fault - no accountability. The second crew that came - smoked right by our door and installed the trim sloppy. The supervisor/owner - Bob and Terry apparently don't like confrontation because they would duck my calls. They obviously don't want to be in business. Terrible business. more

Wow, if I had seen these reviews prior to working with Northwest Window & Door I probably wouldn?t have even called them however, I?m glad I did. They did a fantastic job! more

NW Response to ""ThomasA"" 8/30/11 Dear Thomas, We appreciate your feedback and tried to look you up in our customer database however, we cannot find you. When we search ?ThomasA? the only customer we find is a Thomas McAndrew who also wrote a similar post on another review site around the 8/30/11 date. Is this a continuation of that post? We would love the opportunity to assisit you and resolve any of your concerns. Please note that all of our customers have the option to a construction agreement with no deposit and no progress payments until the project is complete, if they sign a financing agreement. The financing agreement is through a bank or credit union and is our protection that after we complete the work to your satisfaction, we will be paid. I can assure you our payment structure and deposit system is fair and is to protect both you as a consumer and us as a business (there is a detailed description in the TomMc review response located below as to why we have deposits).Please consider these are Custom Ordered Materials specifically made for your home and design. With no financial interest, a customer could walk away and leave us with material s we could not sell to anyone else. Also, I can assure you our sales staff do not write reviews for our company. If this were true we would have much higher ratings! ? For the past 20 years, we have sent out rating sheets to our customers after work is completed and ask them to send the sheet back to us. We have hundreds of these available for viewing. We have starting asking our customers if they would mind writing their review online. Hopefully, this will build a more balanced view of our company online. Again, please feel free to contact us at 425-412-4732. The longevity of a 20 year old company comes with dedication to customer service. We would love the opportunity to assist you. more

NW Response to ""TomMc"" 1/30/11 and ""TomM"" 8/23/11 Reviews (Please Note: Star ratings are required to post) Customer Service is very important to us. We have decided potential customers might be interested in our responses. This was our response to the BBB about our resolution with Tom before the BBB even notified us of a complaint: We are a reputable company that is locally owned and operated and has strong ties to the community. We strive to provide high quality products at an excellent value to our customers. Accordingly, we deal with all types of people in the course of our business. Some ethical, some not. I believe Mr. Mc Andrew is a reputable/ethical person. I do believe an explanation of our policies would be helpful though. During the past twenty years we have had customers who have had legitimate issues that have lead us to refund their deposits after the statutory rescission period has expired. These reasons include lost jobs, transfers, and health issues, including one customer who passed away from respiratory problems and even one couple whose adult children were the victims of violent crime. We have encountered many people who became the victims of circumstance and we have gladly refunded their deposits. However, we have also had unscrupulous people who have tried to take advantage of us over the years. These include a man, who decided to divorce his wife in the middle of a project, and then tried to stick us with custom products he ordered. He tried to claim he never ordered them, although he had personally ordered them. Another man ordered custom product from us and confirmed an install date while at the same time he actually sold his home and moved! If not for our deposit these would have been complete losses. One of the most notable was a man who was building a car dealership for some ex Microsoft executives. He ordered turquoise windows for the exotic dealership. In the meantime, he stole millions from them and fled to San Diego California where he was apprehended. It took us months, but because of the deposit we required; they finally paid the balance and claimed the windows. I could go on but I?m sure you can see our point. We incur costs on behalf of those would contract with us to do projects and can be damaged when they don?t live up to their obligations. So, when a customer wants to cancel a contract after the rescission period, we need to look at that request individually and determine the merit of such and what our damages would be to cancel the project. We feel that is reasonable. It is not our intention to take advantage of anyone; we only want to protect ourselves. In Mr. Mc Andrew?s case, he did not let us know he wanted to cancel until about a month after his contract. I didn?t become aware of his desire until mid to late January. Accordingly, I then investigated what had transpired. I then determined that a refund was in order. With regards to tax credits, our representatives are not tax professionals and have been instructed not to provide any tax advice other than to say our products do qualify for the federal tax credit. We do not know an individual?s tax circumstance or eligibility for any credit. My investigation into this determined that it appears the sales representative did not follow our instructions and made comments of his personal interactions with the IRS. We have again had meetings about this and I have taken corrective measures to ensure this does not happen again. I believe this matter has been resolved to Mr. McAndrew?s satisfaction. His deposit has already been refunded. I also offered to provide Mr. Mc Andrew with a $1000.00 credit should he decide to move forward with the project in 2011 which would make up the difference between the tax credit amounts available in 2010 to 2011. Should you need any further information please let me know. Thank you, Northwest Window and Door Co. more

NW Response to ""MorrisinSeattle"" on 7/24/11 Note: Our response will not post unless we give it star rating. We would rather have the ability to respond under the review. Customer Service and our Reputation are very important to us. We make every attempt to create a customer for life. Every year we install thousands of projects and though it is our goal to please every one of our customers, some are impossible to please. For the past 20 years we have collected hundreds of hand written glowing reviews from our customers that anyone is free to view at our office. Now in the internet age where anything can be posted, we have decided potential customers might be interested in how we respond to unhappy customers. Ms. Walls has posted this review to every review site on the web. She joined Angie's List to post also. Please read our side of the story. Her postings are a promised attempt to extort us that she is living up to. The crux of her issue is that she insisted we do work we did not contract for and did not charge for. 1. She wanted us to put up a galvanized rail that was both not to code and was custom welded on the job site. First, we cannot install a non-code complicate railing or we are liable for it. Second, we are not welders and could not have done the work had the rail been up to code. That is why it was excluded from our work. That was unacceptable to her. 2. We were to move an existing patio cover to a new location when we built the sunroom. When we began to dissemble the cover we informed the Wall?s it was rusted through where the fasteners had been and could not be reused. Again unacceptable to her. 3. Per the contract, we were to leave the back wall of the house sided. She decided she would prefer drywall. We wrote a change order and charged $300 to strip the wall, hang drywall and apply a first coat of plaster. We put this in writing so there is no need to ?remember what someone told me?. We gave her a great value for the work performed. Please do look at the drywall pics she posted. We performed exactly as specified. 4. We did not delay the project. It took a little longer because of existing site conditions. They framed the existing deck with 3x6?s. Totally uncommon. We had to go round and round with the permitting office because of the non-standard materials used to build the existing deck. Also, when we could not reuse the rusted cover, we ordered another roof panel for them and had to wait for that to arrive. The Wall?s have a beautiful new sunroom at a great price. She is just a person who insists it be her way or there will be a price to pay. Fortunately, of the over 1,500 jobs we do a year the vast majority of people are reasonable and pleasant to work with. However, some people love to be difficult. Please know we value your business and make all reasonable efforts to make you a happy customer and have hundreds and hundreds of glowing reviews to prove it. more

Rob went the extra mile meeting me numerous times at my house looking for the best value and product for my specific situation! I didn’t feel like he tried to sell a certain product, but the best product fitting my house. I choose Andersen Windows as the best fit for my home. I had a newly built deck and wanted to replace a window with a door plus a couple other windows were old and needed upgrading. The new door and windows are gorgeous! The glass on the large picture window is pristine! The wood door modernizes my house. Very cheerful. I have a huge smile every time I come home. I enjoy sitting on the couch looking at the new door. Great Job! more

I love my new windows! My furnace runs less; my home is quieter and feels warmer. The crew that did my job (Nik/Nate) was awesome. I would definitely recommend Northwest Window & Door if Nik and Nate are your installers. Ask for them! I took off a star because Northwest needs to make getting ready more clear and with what to expect afterwards. Other than that the windows look great and are really helping! more

I don't recommend this company. I wish I had read these reviews prior to my experience. more

Watch out for this company's horrible track record of valid complaints from clients they hooked during a sales presentation, then delivered either no services or goods or poor on-and-off service over many weeks or months. Good contractors don't do this to their clients. If a client tries to cancel after waiting months with the job not even started, the company will not refund the money put down. They do it their way and in their own timing. We lost thousands of dollars because of the strange contract clauses they have built in that allow them to keep 25%. Unsuspecting people are stuck with dealing with them or losing their money. The positive reviews here seem to be made up and submitted by their sales staff to beef up the poor ratings. They don't ring true with real people's experiences. Be aware you'll have to babysit this company after the sales call to get your work completed at all or well. more

I just had a fantastic experience, start to finish. The sales man was highly consultative. I received far more information and guidance from him than the two other companies I received bids from. The communication was great throughout the process - from bid, to scheduling, to getting the job done. The person who answers the phone was always able to answer my questions. The team of installers were prompt, polite, and pleasant. They kept my house tidy during the process, cleaning up at the end of each day. (It took all week, as I was replacing all windows and doors). They even worked in a sudden downpour of rain one day, just to get the big window in (so I wouldn't be stranded with a gaping hole). The office called to reconfirm each time the staggered payments were being charged to my card. They even sent a lovely thank you letter at the end. I've already referred a friend to them. I am very confused by the negative comments here as I received no hint of any of these problems. Makes me wonder if competitors are posting bogus reviews. Who knows... more

This is a sad tale of two senior citizens who just wanted a nice sun room and some windows. Two contracts were signed before any work started. One was for 2 windows and 1 window pane replaced. It took from 4/6/2011 to 7/23/2011 to get the window work completed. The second contract was for a sunroom and modification of an existing patio deck cover. This contract took from 3/31/2011 to 7/23/2011 to complete. We had to continually contact the company to get status information. They kept pulling the workers off the job and scheduling them to other jobs. Most of the final work was good and some excellent. However, many little things were done in a shoddy manner and we had to fight to get them corrected. The salesman made many promises which the company did not want to fulfill. The ones spelled out on the contract were finally completed. Some of the others which were only promises but not spelled out, we had to take care of ourselves or had to fight to get them done. There were cases of lies being told to the company by the salesman or to us by a company representative. It was a case of ""he said"" or did not say. We had trouble getting in contact with company representatives at times. Sometimes nobody answered the phone. Other times our voice mail messages were not responded to. In some communications with a company representative they were rude in choice of words and in tone. When the workmen removed the part of the deck cover to be moved to another area they damaged it and it couldn't be reused. We ended up having to pay more to replace the materials damaged. Later they said we damaged the cover. They also removed the deck flooring and cover before the construction materials had been delivered. The deck floor was inadequately covered and rain water leaked into a workroom below the deck. There are many more examples of problems but this is a quick overview. I would not recommend you sign a contract with this company. If you do, make sure that every promise is spelled out in the contract and don't let anyone try to bully you into paying the final job completion installment until the job is actually complete. We believe they treated us the way they did because they thought they could wear a couple of senior citizens down. In a way, they did. We accepted the job even though not all we had been promised was finished and some of the work is not quality work. more

I had a my whole house of windows and a sliding glass door replaced by Northwest, and I just adore the work they did. My front window was slightly fogged, enough so that I hated looking out of it. more

I chose Northwest Window & Door because of the overall package. No tax, no interest for one year, and significant savings on the triple pane made it too good to pass up. We were not planning on replacing the windows for another two years, but wanted to take advantage of this opportunity. I had half the house done with high end milgard. but now that i have the whole house done, it looks more complete...the old windows didn't match the newer windows installed in 2005 now I adore all my windows! more

These guys are just the worst in my opinion! Be careful if you sign up for a deposit. They charge you 50% upfront, and if you decide to cancel after the thrid business day, they keep your whole deposit.\r \r Watch our for Arnie. As someone who once served in the military, I thought that he honored the common bond among us servicemen. I was mistaken. After my money cleared, he disappeared, and continually tried to sell me when I told him repeatedly that I wanted to cancel.\r \r Read item #13 (there are two #13's this is the second one) in small print in the back: "" In the event of an attempt to cancel this contract after the 3 day recscission periodi allowed by law, and contractor accepts such late notice, any and all down payments or 25% of the total contract to include applicable sales tax, whichever is greater, will be liquidation costs for cancellation of contract.""\r \r Yep, you pay 50% down, and on the 4th day you are in their hands. And let me tell you thier customer service drops off the face of the earth after they get your money.\r \r I was also told that they would ensure that I could get the 2010 tax credit by keeping the paperwork in 2010. Arnie specifically told me he spoke with the IRS and it was ok. It isn't! If you claim it and are audited, be prepared. It is not the right thing to do.\r \r Check out the better business bureau. Not sure how they keep their rating with the large number of compliants in the past 3 years. Get educated and know what you are getting into. more

We have lived in our West Seattle home since 1981 and have put up with our single pane wood holes in the wall ever since. When we saw Northwest Window and Door at Sam's Club in Seattle we thought we'd give them a try. The salesperson (Peter, I think) was right on time, knew his product and was very friendly. He took us through the basics of vinyl windows and how and where they're made. We're waiting now for our new Milguard Windows to be made in Tacoma. Can't wait to enjoy them. Pros: good price, not high pressure more