Durabuilt Windows & Doors

Choosing the door and windows was easy enough and the sales adviser was always willing to help (no surprise). The installers were fairly good and did a decent job of cleaning up. The openers on the window were not the same as we had chosen when we had ordered the windows. We were told that those were the older model and no longer available. However, they were chosen only a few months previous to match the other ones in the house. Not a big deal, but would have been nice to have been told up front. They also still had the older ones on display in their showroom, so it was very misleading. Another issue arose during the install: two of the windows were the wrong finish. They installed the wrong ones (it was the middle of winter) and then had the correct ones ordered and reinstalled. This turned into a bit of an issue since the sales adviser at first did not believe us that it was his mistake, but since we were adamant that we had wanted frosted glass, not regular glass (due to no curtains or blinds), they agreed and had the windows replaced in a month or so. One other thing to be aware of is that they will not caulk around the window casing even if you ask them to. The installers claim that most people do not want this, so it is not done. We asked them to do it, but they refused. Another issue arose after a month or so when it was noticed that there was a "fish-eye" in the 7 ft x 7 ft bay window. They sent a service guy out pretty quickly to check it out and he took the measurements again to get a new one made (under warranty). They also need to replace the inside sill as it had a defect in it too so he took measurements for that as well. (I forget the service guy's name, but he even pointed out flaws that the installers should have fixed or done a better job of. He said that they would be done correctly the second time around.) However, after 2 and a half months, I am still waiting for that window and sill to be replaced. I have called and emailed on several occasions, even had a service rep promise to have it replaced by July 28, but still no word from the company. Overall, the product is good, the installers did an ok job (other than what I noted), but if anything goes wrong, then they are very slow in fixing the problem or addressing any issues. Don't expect your calls to be returned in a timely manner. So in summary, decent product for the price but lousy customer service.