Thompson Creek Window Company

Dear [redacted] and Revdex.com: Our records indicate that you contacted us to cancel your contract, and that request was forwarded to one of our sales managers, which is our business procedure The sales manager placed calls to you on Monday morning, June and Tuesday, June 9, reaching voice mail and leaving a message both times Unaware of your cancellation, your sales representative reached out to you by email on June 9, and you informed him of the cancellation by return email Even without the direct communication between the sales manager and the customer which is most desirable, we took the steps to cancel your contract immediately Your credit card was not processed for a deposit, and we have cancelled the finance authorization with the outside finance companyWe trust that this is the outcome you were seeking There is one additional step that you should take, and that is to contact the finance company directly if you wish to close your account with them That request can only come from you, not us If you have questions on how to proceed, you are invited to email [email protected] directly for instructions We do not feel it appropriate to place any personal information related to your account on this public forum We understand from your email correspondence with the sales representative that you cancelled your contract because you found a product that meets your needs for a lower price than ours This is not surprising as we do not claim to be the cheapest product on the market We are unable to comment on your complaints about high pressure selling techniques or marketing as these are not substantiated Should you wish to discuss these complaints in more detail, you are invited to contact me directly Sincerely, Brian *W***, Vice President

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me However, I consider that Thompson Creek's usage of "field marketers" is only a thinly disguised layer before actual solicitation, which is the true intent Regards, [redacted]

Dear Ms [redacted] and Revdex.com, Thank you for tbe opportunity to address this complaintWe apologize for the doors not performing to your expectationsWe are addressing the sales communications that contributed to your dissatisfactionThe process of your money-back guarantee is underway, and we expect to have your refund in your hands by the end of next week.Please feel free to contact me directly should you have any further concernsSincerely, Brian FW***, Vice President

We have used Thompson Creek Window Company for a number of years They installed our windows and our gutters and we have nothing but good to say about them Anytime we have had a problem with a window or screen they have shown up and fixed it Most recently our dog scratched a hole in a screen and David C [redacted] of Thompson Creek came to fix it His attitude and kindness is always a joy, and he does great work as well So, we have confidence in this company and their staff and will continue to use them

I order and had installed sliding glass doors, which is a total of panes of glass back in With the order came a lifetime guarantee which is transferable to the next owner of the house, which sounds like a good deal right The sliders are now about years old and I have had a lot of problems with them The windows either fog up, the windows begin to bulge or they develop a splotchiness In two of the circumstances you cannot see through the windows Of the slider doors that I have (combination of slider and stationary doors) I would say that I have replaced each pane of glass at least once, but I know that its been more than that due to the issues described Despite them all being replaced I continue to have the issues repeatedly I'm currently waiting for windows to replaced now as of 12/16/ On top of this, trying to schedule an appointment that Thompson Creek can keep has been a truly frustrating and an awful experience I've taken days off work to be there for the appointment, for them to call hours after they were supposed to be on site and cancel the appointment This is completely unacceptable as time is money, and since I'm taking off work to be here I'm losing money So needless to say, I'm frustrated with the customer service and the unacceptable quality of the product I've asked to speak to management about the continuous issues I have experienced with the product but I always get routed to the same poor customer service representative that rambles on trying to defend the product and that he is trying to help Because I have had to replace so many of the windows over the years, I get the same response that they found a new glass company and the replacements should be higher quality but they never are I get the same junk every time I'm sorry I ever contacted the company So as I said I'm waiting to have slider windows replaced I've been waiting for about months now and they just cancelled the installation for a second time, so I'm sitting home writing this instead of watching them install the replacement windows While waiting for these replacements to happen, I have noticed that more Windows have developed the splotchiness, so I will be making a call before to long to get these replaced as well

Dear Mr [redacted] and Revdex.com: Thank you for the opportunity to respond to your complaint Our records indicate that you met one of our Field Marketers in June and set an appointment for a free estimate When we called to confirm the appointment, the appointment was cancelled due to an inconvenient time In all of the attempts to reach you since that time, it appears that we never got an answer other than voicemail, so we were unaware that you were not interested in our company or products We apologize for any inconvenience We do respect your desire not to be contacted Following your complaint, we have flagged your record and will avoid calling you further without your consent Sincerely, Brian FW***, Vice President

Dear [redacted] and Revdex.com, We apologize for knocking at the door of [redacted] after we made the commitment not to do so Following this complaint, we reviewed our procedures and training of staff to determine what went wrong in this case We found that the address was correctly flagged and communicated, but in the end the field staff person simply made a mistake and approached the home in error We have addressed the issue in this case, and we will continue to reinforce the correct procedure with training and close supervision We appreciate this feedback and the opportunity to improve Again, we apologize and will make every effort to assure it does not happen again Sincerely, Brian *W [redacted] Vice President

Dear Ms [redacted] and Revdex.com: Thank you for bringing this situation to our attention We apologize for your inconvenience, and especially for any delays in our response It is unfortunate that we are not always able to send a technician out the very next day if a service requires more time than expected It is my understanding that we did complete the repairs of both the window and any remaining drywall on November 22, confirmed by Ms [redacted] by telephone on November If there are any issues remaining I urge you to contact me directly Thank you for the opportunity to be of service Sincerely, Brian FW***, Vice President

Where do I begin??? If I could write a minus review, I would I ordered windows, doors, gutters and sliding glass door on December 28, and paid a security deposit on March for one of my investment properties From the initial meeting, this was completely disclosed that this was an investment home and that I would have to travel to meet the gentleman that would come out to do the install team, as well as during several emails and phone calls, I mentioned that this was an investment home and that I would looking for a good quality product They get remaining balance f [redacted] d through F [redacted] F [redacted] In the meantime, Thompson Creek, pulled my credit after being approved through F [redacted] F [redacted] ,even though I have emails to Femi, as well as a voicemail, indicating that he did not have my permission to pull my credit, that I am in the process of purchasing another home and any dings could lower my score.....needless to say, it was pulled anyway, which is illegal since it was not needed for my financing THEN, I had to do a phone call with F [redacted] F [redacted] to indicate that the work was complete So, I do my call and one of the questions that the gentleman asked me, was if all products are in good, working condition and I told him no, that the front steel door is dented and scratched and I felt that if you are spending over $2k for a door, that it should be a quality door, especially being steel and should not scratch or dent He agreed with me and asked me to reach out to my coordinator Femi, with Thompson Creek, which I did I called Femi the next morning and shared with him my concerns over the quality of this door and also sent pictures, so that he could see In the meantime, I am was receiving threatening emails (several as well as voice mails) stating that if my f [redacted] was expire if I did not agree to everything that they were going to take me to collections I immediately called F [redacted] F [redacted] and was advised not to agree to this since the product was of poor quality and that they would honor my financing agreement until I was satisfy with my purchase (only to find out that this was not true either and later back out) In the end F [redacted] F [redacted] did not hold up their end of the deal either, because they said that they felt that I would be under diress to state that everything was perfect, in order to get financing, although a few days earlier, wanted me not to sign until the work was corrected.....so basically, they too are very dishonest as wellI feel that if you are to spend this type of money on home improvements that it needs to be great quality I do not want you to make the same mistake that I did on your next home improvement jobGood Luck!

Dear Revdex.com and *** ***,
We acknowledge that there have been difficulties and resulting inconvenience to the customer in fulfilling the contract as planned. *** *** has been working with her project coordinator, a senior project manager, and a senior manager to bring the
project to resolution, including changes to the scope of work. Service appointments have been set to remedy any remaining issues with the installed products
We apologize for her disappointment and inconvenience. We are committed to reaching a satisfactory solution, including compensation to *** ***. We trust that she will continue to communicate with management to reach that end.
Sincerely,
Brian *W***
Vice President

If you are not going to buy on the spot forget it, the salesman won't even send you the quote

Dear Revdex.com and *** ***,
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Thank you for the opportunity to respond. Please accept our apology for any inconvenience you may have experienced
We do want to conduct our company lawfully and courteously at all timesThe primary duty of field marketers employed by Thompson Creek Window Company (“Thompson Creek”) is to visit neighborhoods to advise homeowners that Thompson Creek offers free estimates for replacement windows and other home improvement goods and services. Field Marketers do not sell or attempt to sell any goods or services and their work in the field is limited to setting appointments with those homeowners who express an interest in Thompson Creek’s goods and services. Even if a homeowner wanted to buy our products, he/she could not buy from our field marketer
Most importantly, we are concerned about the preferences of homeowners and certainly respect that you may not want us to knock on your door. We will make a record of your name and address and make sure that our representatives do not knock on your door in the future. Thank you again for your feedback
Respectfully,
Brian *W***
Vice President

We had new gutters installed from Thompson Creek Window Company From the first call to the installation we were very pleased with everyone we dealt with They were professional and friendly It was obvious that they wanted our business and they wanted to please us The whole process from beginning to end took less than a month, which was excellent We would highly recommend this company

As a home owner I am constantly besiged by the door to door salespersons that frequent my home asking to replace my windowsThey seem to target my house as my windows are older and double hungThis has been going on for over ten years and they appear to come by approximately every monthMany of the solicitors do not take no for an answer until I close the door

Dear Ms** and Revdex.com:
Thank you for the opportunity to correct the issues reported in your post. When we investigated the complaint, we found that Ms**'s project coordinator failed to schedule the service to correct the capping issue and did not respond timely to the
customer's follattempts to resolve it. Since receiving the complaint, we have communicated with the customer, inspected the installation, ordered necessary materials and scheduled the service to correct all issues. We have reassigned the project to a supervisor, with department manager oversight. Together, they will make sure the customer is fully pleased with the results
We appreciate you bringing this issue to our attention, and we apologize for the inconvenience you have experienced. Please feel free to contact me directly should you need further assistance
Sincerely,
Brian FW***
Vice President

I would not suggest Thompson Creek to anyone based on our experience with themWe engaged them to replace a failing door and they promised a quick turn around (about a month) they failed to deliver onIt took them about months (07/15/- 04/05/15) to install and resolve all the issues caused during this process and it was one of the most arduous experiences I've had as a home ownerWe have pages of notes and saved emails, but in short we had the following issues with them:
-Unable to provide the product(s) original agreed upon, basically felt like a "bait and switch"-Unable to meet the timelines first agreed upon during the sale, and then reaffirmed with the first site visit-Frequent broken promisesWe had to limit all our interactions to email with them, because site managers would "promise" a fix, a timeline or a resolution and the Contract managers would have "No record of that"
-Slow and often long periods between communications, we had to chase them down after signing the contact to get movement-Frequent No-Shows (No call or email to notify us)
-Frequent delays during the process due to damaged product, staffing problems or failure to communicate internally-Lack of internal communicationThe sales people don't talk to the installers, disconnects between site workers and contract managers-Damaged Product repeatably brought to site-Poorly skilled or trained subcontractors (Frequently did a below standard job requiring more than a dozen follow up visits to resolve issues)-Workers clearly rushed and ignore concerns during the install(s)multiple photos available showing the sloppy work-Inability or lack of desire for the Onsite workers to follow the designs / plans provided by the Leads, and a during the initial failed install a complete refusal to match the existing design-Follow up communications sporadic and less than pleasantIn the end after they had resolved all the outstanding issues and cleaned up the calking from the front of our house I requested a final invoice detailing the work and what was done, which we had not receivedToday Lawyers claiming to represent the company contacted me about our failure to respond or meet our outstanding Obligation to Thompson CreekI let him know we were still waiting an invoice from Thompson Creek and was told "They had exhausted all avenues of communication" with us, but he refused to provide any of those claimed correspondences and payment was required immediately to avoid litigationFurther highlighting Thompson Creeks poor handling of our whole experience with themNot a single email, call or letter from the company since May, they would rather hire a lawyer than send us an invoice

Dear Revdex.com and *** ***,
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Thank you for the opportunity to respond. Please accept our apology for any inconvenience you may have experienced
We do want to conduct our company lawfully and courteously at all timesOur attorney has reviewed the *** County Code of Ordinances and finds no law against the actions of our field marketers, and further, finds that *** County does not define their activity as "soliciting". We will be happy to provide you with a copy of his opinion upon your request. Your letter specifically refers to section 14.700(e)(1). That section reads as follows: “Attempting to obtain orders for the sale and future delivery of any goods, wares, merchandise, services or foodstuffs of any kind whatever.” Our field marketers are not engaged in the listed activities. Even if a homeowner wanted to buy our products, he/she could not buy from our field marketer
Most importantly, we are concerned about the preferences of homeowners and certainly respect that you have stated that you do not want us to knock on your door. We will make a record of your name and address and make sure that our representatives do not knock on your door in the future. Again, we apologize for inconveniencing you
Respectfully,
*** ** ***
Vice President

Dear [redacted] and Revdex.com,

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We apologize for knocking at the door of [redacted] after we made the commitment not to do so.  Thompson Creek maintains a list of homeowners who have requested that we not contact them, and [redacted]’s previous request is noted in our files.  Following this complaint, we reviewed our procedures and training of staff to determine what went wrong.   We found that the address was correctly flagged and communicated, but in the end the field staff person simply made a mistake and approached the home in error.  We have addressed the issue in this case, and we will continue to reinforce the correct procedure with training and close supervision.
We understand that there may be security concerns such as those expressed by [redacted].  Let us take this opportunity to assure that Thompson Creek performs background checks on all employees, and we have never had a substantiated claim of any harm by our staff.  Our inquiries are for the purpose of opening the possibility of doing business, and establishing a convenient time to engage with a homeowner.  There is no other purpose.
We appreciate this feedback and the opportunity to improve.  Again, we apologize and will make every effort to assure that [redacted] is not contacted  by Thompson Creek again.
Sincerely,
Brian *. W[redacted]
Vice President

I met a rep for Thompson Creek at a home show in February and was interested in their products. Ultimately I did not purchase because I had other home projects that I needed to take care of first.
It's been months, but the salespeople will NOT stop calling me. I have asked them several times to STOP CALLING ME, but they won't. I even blocked their phone number, but they are still able to leave voice mail messages. It has gotten to the point of becoming HARASSMENT.
The bad part is that their product might be good, but I'm so tired of being hounded I will not buy their products when I am ready to purchase a door or windows.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  However, I consider that Thompson Creek's usage of "field marketers" is only a thinly disguised layer before actual solicitation, which is the true intent.
Regards,
[redacted]