We hired Torwin this summer to replace 4 large windows, one small window and a patio door. The sales process was great, Tony was very knowledgeable and professional.
When the installer came to take final measurements, he measured only one of the 4 big windows, saying he doesn't need to measure the other big windows because they are all the same.
There were no issues with the installation of the small window and the patio door. The 4 big windows ended up being measured incorrectly. Torwin wouldn't admit to a measurement error at first (citing measurement tolerances), but ended up giving us the option of getting new properly measured windows (3 of the 4 windows were installed at this point) or promised a discount if we stick with the undersized windows. We stuck with the installed windows since they did look fine (only had some drywall to patch up due to the smaller size, and extra capping on the exterior) and we thought it would've been wasteful to redo. They ended up giving us a $75 credit on each $1080 window, a small fraction of the cost they would've incurred had we chosen to replace the windows. My regret was not inquiring about the amount of the credit before we accepted the undersized windows.
The fourth big window turned out to have a completely different measurement, and the window they had ordered was a few inches too big (they didn't realize this until after removing the old window). They got a new properly sized window within two days, but did the minimum to reinstall the old window, leaving our house susceptible to water damage if it rained (left the old window uncapped, and you could see the layer of tar paper that's directly under the drywall from outside the house). They came back at night to cap it (after I asked them to). I expressed my disappointment with the project and had the owner call me the next day defending how they left my site uncapped. She told me the only reason they came back to cap it was for my peace of mind because she has a "hormonal" daughter who just had a baby so she can understand where I'm coming from.
The site protection during installation was almost non-existent. I asked multiple times for the installers to protect my floors (not to wear shoes on my rugs/hardwood, to put drop sheets down since they're not taking their shoes off and my young kids play on the floor/rugs). They didn't do it, and got black grease stains (tar-like goo) on my off-white master bedroom rug. The installer came back to clean the rug (with a bottle of goo be gone), but the stain didn't fully come out and the rug was left discoloured in the area. I asked Torwin to have it cleaned professionally and the email I got in response read that they don't see a stain and that "It does appear abit lighter in colour in that area, however, I believe its from it now being clean". I purchased the rug from Pottery Barn last fall. For a rug that should never have gotten stained, Torwin's position was very disappointing.
Finally, just a couple of notes regarding the quality of the double slider windows we got. The windows look nice and the glass seems good but the windows are not square to the window jamb so the window jamb is not level (the windows have to be level to open/close). You can't tell until you get inside mount blinds and they are not square to the frame (this is extra noticeable on the large windows). Also, after we took the stickers off the windows and started cleaning them we noticed that a couple of the windows had scratches etched into the glass. We didn't notice this until after we paid but our old "crappy" windows didn't have any of these issues.
Given the great sales process that we experienced, we were very disappointed with the execution.
- Approximate cost of services:
- $8,000.00
- Company Response
Thank you for your feedback. Upon removing the existing windows we recognized the windows could have been made an 1" higher than they were. Many times with older houses we cannot tell what is above the window until it's been removed. As you stated, we did offer to reproduce the windows to fit tightly with your window openings. We presented you with both options allowing you to make the decision based on what would satisfy you. We were prepared to do what was necessary to make sure you were completely satisfied and followed your directive.
We assure you the windows were installed level and square as they would not operate if not level.
In regards to the rug, there were multiple contractors performing work at your house in the time period of the window installation and we do not use any tar like substances for window installation. We sent our installer back to clean the stain as a courtesy.
We take pride in providing a clean installation and always use drop sheets and protect furniture in the immediate vicinity of the installation. Wearing socks when working indoors while carrying large items such as windows and doors, especially up and down the stairs is a workplace safety violation and we would never have our workers compromise their safety.We have been in business nearly 30 years and have never left a job with deficiencies. Typically with surface scratches we need to be notified immediately. It's been 4 months but please contact us about the scratches so we can help remedy this.