Direct Pro Windows & Doors

My husband and I had our windows and front door replaced last August but waited to write our review to see how the first 8 months went after installation. We are extremely happy with our new windows and front door! We contacted Direct Pro Windows and Doors for a quote and had Yuri come over the same week. He provided helpful recommendations, brought paint chips and booklets, listened to all our questions and the pricing was very fair. Umut was our installer and he worked like a machine for two days with his small crew, despite the heat wave. They cleaned up after themselves and even worked around my newborn's nap schedule since the windows in his nursery had to be replaced as well. We would definitely recommend Direct Pro.

Fantastic company to deal with!! Eugene and his installation crew went over and beyond to provide excellent professional and efficient service. Most importantly Im thrilled with the high quality product they manufacture. Massive thanks and would highly recommend!

This review informs potential customers of our poor experience dealing with Direct Pro, and, most particularly, their salesperson, Alex. On October 26, 2021, we entered into an agreement with Direct Pro to deliver and install seven new windows, including two bow windows, and windows in the kitchen, dining room, two upstairs bedrooms and an upstairs bathroom. The agreed price was $10,800. After 10 months, our cost had now increased to $14,650.

In March 2022, measurements and other specifications were rechecked by a Direct Pro technician. He concluded that Alex had underestimated the extent of new framing that would be necessary for the windows. Alex said our contract would have to be amended. Initially, he estimated that an additional $3500 would have to be added to the contract, but he said he'd give us a break and charge us only $2200 more. We were surprised he made such a simple error, but we gave him the benefit of the doubt.

On April 27, 2022, installation of the windows began. The installation crew was careful and hard-working. Installation went well until installation of the two bow windows began. We were taken aback by the design: at every junction of the window panes, there was now a tall fin protruding about 5", with a width of 2". This was not at all what we agreed to. Indeed, we had no prior discussion about the design of these windows. We assumed that these windows would be like the bow windows shown in the Direct Pro website gallery.

We could not accept the ugly design which Alex had implemented. The installers agreed it was most unusual. And they refused to complete the job as it was clear we were not happy with it.

Alex said if we wanted to change the bow windows back to the usual design, wed have to pay an additional $2000 because all the bow windows would have to be taken out and replaced. I refused because he was totally at fault. My wife agreed to pay him $1000 because he told her the installers would not return if we did not pay.

On May 2, the installers returned to complete the work. Instead of removing the bow windows and reinstalling them, they said Alex told them to just remove the wood beams sticking out from between the windows. They used sledge-hammers. The wood frames around the panes were then in poor shape, but the installers said they could cover up most of the blemishes and gouges with ¼ thin wood planking. It still did not look good, with many screw holes now visible in the window frames. The installers covered these up with wide plastic strips. We weren't happy with the appearance, but we were just as concerned with the functionality (both short- and long-term) of the openers at either end of the bow windows.

Since that time, the openers on the bow windows have become increasingly misaligned/warped. They didn't close at the top and the latches at the base were very difficult to open and close. On August 17, we paid for a visit by technicians from the window manufacturer. They were able to make the windows shut, from top to bottom, by installing new clasps. We hoped this was the end of the problem. But, by September 7, the warping had begun again - the openers were very hard to open and shut. We fear that the warping/misalignment is permanent and will only get worse with time.

Dr. Eric Holowaty.
Burlington, Ontario.

Sales person we dealt with was great to deal with. Was helpful in suggesting certain types of windows he felt would better suit the space. He even corrected an issue where the wrong interior colour for a sliding door was ordered. Our windows and doors were replaced in March 2021.
Price was cheapest out of the quotes we got which I guess led to the following issues:
1. Installation crew that came the first time was friendly and approachable. However, they threw all the old windows on our lawn without putting any sort of tarp under it. Broken pieces of glass and screws were ALL over my yard where my kids play.
2. No care was taken when it came to the home owner's property. My new railing had a deep gouge from them throwing the demo garbage off my porch.
3. The QUALITY and install of the product is not great. One of the frames of the windows moves quite a bit when turning the crank to open/close. The back door has a substantial gap in the bottom corner between the door where there is visible light and air coming in. With the our Front Door, my wife was cleaning the front porch with the hose one summer day and I noticed quite a lot of water leaking in from the side window of the front door. This front door also does not close smoothly. The flashing for the kitchen window was done very poorly. A typical flashing install calls for the use of one piece of aluminum, bent to fit the shape of the window frame. The installer used what looks to be two pieces of aluminum and caulking to fill the gap that is about 2" wide. The windows we ordered have a black exterior and interior, but the poor paint job has resulted in white being visible in the seams of our big window.
4. There is condensation in EVERY window including the windows on the entry doors, causing frost to build up. There is no humidifier connected with our furnace and the humidity level of the house is at the acceptable percentage, so they cannot blame it on high humidity.

I decided to let the other things go and just ask them to fix the flashing with the poor caulking job. I first contacted them in May. They asked for me to send pictures and they agreed it shouldnt have been installed with caulking that wide. They let me know an installer has been dispatched to fix the issue at an agreed upon date. Closer to the date they tell me the installer cannot come due to drastic personal issues and a new date would be scheduled when available. That was the last time I heard from them. I emailed them for an update in June and received no response. Since this point, I had called their office where I spoke to their customer service. EVERYTIME I call, they tell me they're going to call their installer and will call back in a few mins. NEVER have they call be back. For such a small issue to be fixed, this company just ignores the customer. I can only imagine what will happen when there are major issues.

***UPDATE***
I was finally contacted by one of their hired installers and they came to fix all the minor issues. However, the problem of CONDENSATION on every window was not addressed by Direct Pro.

We were looking to replace our 2 huge bay windows, our front door and side door. We decided to go with Direct Pro Windows and Doors because Barry did such a great job explaining everything and really helping us visualize the entire process and how the final product would look like in our home. Our installer was Max. He had a crew of three who were all efficient and friendly. In fact, I can honestly say they were the best crew of any kind to work for me in years. After a long day they made sure to take all the time I wanted for final inspection. The workmanship was excellent and the end result looks great. I gladly recommend Direct Pro Windows and Doors to anyone looking to upgrade their windows and doors.

We absolutely love our new windows and doors! It blows my mind how much larger, brighter, and newer my house looks and feels just by updating windows. From our initial free, no obligation quote through to installation, Direct Pro Windows and Doors was professional, responsive, helpful, and their experience and expertise was evident and appreciated.

They were great in all respects. The salesman, Augi, was a great guy and very knowledgeable. Umut and his installation crew were professionals and fast. Our 14 windows were installed in one day and the difference they have made to our comfort in our home is extraordinary. We were dreading having to eventually upgrade our windows. We are so happy we finally decided to do them. We would call on Direct Pro again without hesitation.

I changed all my windows and front Door with this company, after a few delays in starting the work and also a few snags on completion, I am completely satisfied with their work, This could not have been possible if not for the exceptional service provider by Natalie, she was very courteous and her customer service is par excellent, she is a big reason I would recommend this company and their products is value for money, Thank you Natalie once again.

Eugene was great to deal with! From the initial visit, he explained everything in such great detail, and gave us a ton of options.

The installer team that came out kept our house very clean, were quick, quiet, and the job looks amazing!

Now this is a story all about how my life got twist turned upside down.
With the windows and doors from direct pro - this is not the way I would go.
Poor installation and Russian windows, this company is not legit and it shows.