Thermal Windows & Doors Review

This company has essentially screwed its customers who purchased windows from them prior to 2015. I ve experienced four IG gas leaks in the 26 windows I had installed in 2008 that were manufactured by Thermal Windows and Doors. The last two windows that I received look nothing like my original windows. Apparently, they manufacture their replacement windows with black internal liners instead of the light gray liners I have in the rest of my windows. I was told that they reserve the right to change their manufacturing process whenever they feel necessary. I now have two windows eight inches apart that I look totally different. Taking care of all your customers, both older and new, should be a reputable company s mission. To retool your manufacturing process and aesthetically change the look of older customer products is egregious at best. Manufacturing processes should be maintained for customers that purchased their product look ten years ago as well as customers considering their product now.

Great products. Great Support. Great people to deal with. I have been thrilled with our experience.

I was having a previous issue with customer service. Within 20 minutes of my previous post my issues were resolved. Thank you to Johnny and Christi for your prompt attention.

I am a contractor in Ohio. We have been using the Thermal Window product since 1988. The product has always been a high-quality product with great customer service. We still use this product today for our customers

If I could give less than 1 star I would. This company has been the worst in the over 20 yrs of business I have dealt with. Even the people that work there will tell you managers are HORRIBLE. They mess up orders and then wont take responsibility of them , they wont back their product and there service/warranty is a JOKE. We stopped using this company and they cut us off almost immediately, then hassled and abused their own staff that continued to try and do the right thing, as well as trying to now over charge for items that are needed. Companies that have been screwed by this company should file suit against them for negligence!

I'm very satisfied with my Thermal windows. I was looking for the best quality and my contractor recommended Thermal. He said he he has used the product for years and its the only window he'll sell.. I trusted him and they are terrific. It's 17 degrees out and snowing with no condensation. Major improvement.

Great place to get your windows
Great quality and price
Well done@

I have (20) of their windows in my home and I love them. My home stays warm in the winter (even in Chicago) and cool in the summer. We have had the windows since 1993 and have not had to do anything other than clean them.

Highly quality maintenance free windows with excellent performance!

I second Gary's review below me. It is next to impossible to get someone on the phone to help you. Dial their number and the extension for customer service brings you to an automated message telling you to leave your information. No one ever calls. No one returns emails. I am very upset that I bought a house with these windows installed. Thinking about replacing them all with another company who will treat you like a CUSTOMER. I need a new top sash for my double hung replaced because of a vapor seal leak. At this point I'd be better off replacing the whole darn window.
How are they still in business ?

Be very careful with this company. Once you do stop buying from them they completely stop helping you and their warranty goes out the door. They will not call back about service issues from their product. They say since you are not a current customer they do not need to resolve service/warranty issues. I would not go with this company as very very poor customer service after the fact.

Please watch out people.

Excellent window and door company to work with. Extremely happy with the quality and energy efficiency of their 9500 series window! Highly recommend to anyone thinking of investing in their home!

It has been nearly a year and a half trying to get parts for my windows that I purchased in 2013. The limited warranty was not honored. I bought the parts and the parts did not include the clip that holds the cord to the shoe

Beautiful product! Energy efficient! Cost effective!

I love the Park Avenue series window! This has to be the best value on the market today. Incredible performance and so many luxury options it is comparable to a wood or composite product.

I have been a window dealer since 1990 and over the years have done occasional business with Thermal industries and whenever there was a problem, they were one of the best at resolution. Beware!!!! this was before the company was sold to Atrium Brand Products and they now only provide a complete runaround that would appear to be orchestrated and done on purpose. I have been trying to get service from the factory for my clients window for 5 months and can't even get the courtesy of a returned call or email......if you are considering this company's products STAY AWAY

I love the windows! Great performance especially the magnetic sealing system. I would highly recommend.

Our experience with Thermal Windows has been very pleasant. The entire team at Thermal has been great to work with and willing to go out of their way to make their customers happy. We highly recommend this company and their products.

Great place to get windows. Love especially in new windows I can get FlexScreen.

I have been in the industry for a long time and have sold many products from some of the top manufacturers in the country. I can honestly tell you that Thermal Windows and Doors offers something for every vinyl window buyer. If you are looking to maximize your efficiency, they have it with the 9500 series triple pane window, earning the designation of Energy Star Most Efficient. The base model is the one of the best built windows I have seen at the price point that they offer it, making it a fantastic value. The flagship 9500 series looks great, out preforms every window that I've seen and is also the strongest vinyl window that I am aware of.

We have been buying windows from Thermal for almost 40 years. I consider their professionalism and top notched service as primary reasons that I continue to purchase my product from them. With any manufacturer their are always hiccups. Thermal has always responded in a positive manner to meet our needs. I would highly recommend them to anyone!

We had our windows replaced ten years ago. All of them were sliders except for one casement window. The mechanism on the casement window has rusted to pieces. There is SUPPOSED TO BE a lifetime warranty, but now they tell me they don't use that mechanism anymore and don't have parts. They gave me some places to try for replacement parts. So I have to try and find one, pay of for it and repair it myself. Wow...that warranty really paid off!

Exceptional people to work with and the
products are very well designed and built.
Super impressed all around!

The customer service is phenomenal! Bill in customer service is highly knowledgeable!A rare luxury when dealing with manufacturers. The window is a high quality beast!! Couldn t find a better quality window!! I love Thermal Windows.

unprofessional customer service as well as poorly sealed windows and doors

Agree with all previous 1 star comments, whatever warranty your windows may have had they do not respond to any inquiry, they sent me a form and that was that, no reply no nothing! What a bunch of fraudsters! Hope they go bankrupt!

Dealing with this company was one of the most frustrating experiences in customer service I have ever had. Since they do not return phone calls, I had to call literally 16 times (no exaggeration) to actually get in touch with a live person, who then emailed me back and forth with various forms I needed to fill out, then 6 or 7 more phone calls to confirm that they received the forms. This entire process took 4 months, at the end of which I was told that the windows were no longer under warranty, and even if I wanted to pay to replace parts, this was not a possibility either. I am not usually prone to leaving bad reviews online but this company is such an outlier that I felt compelled to warn others

As the owner of a window installation company I have installed every brand of window on the market. Thermal windows are the best windows I have ever installed. Unlike many well know brands Thermal does not cut corners on important building materials. Every Thermal window is solidly constructed with high-quality materials. The window design is excellent. As a window installation professional for many years I strongly recommend Thermal vinyl windows.

Thermal is our go-to company, best digital rendering I've ever seen for a vinyl window that looks like wood.

As an owner of a window and door company for over 40 years, I only sell Thermal Industries products and have done so since the early 1960's. I highly recommend their products; no one can match their patio door for ease of installation and performance. Sure, they have gone through some changes through the years but unlike the majority of window companies that are out-of-business, Thermal continues to still offer a great product at reasonable prices. I have confidence in selling their products to my customers and will continue as long as I am in business.

10 Year old window with a gap. Company has been promising resolution to the warranty issue for 4 months but just give me the run around. Find a better product with a more respectable company.

Best windows I have ever seen!! Awesome customer service. If you don t have a thermal window you should!! Love this company

Thermal has a great product the entire staff has been very friendly . look no where else if you are replacing your windows

I have two sashes that are under their 10 year the warranty that I received from Thermal Industries, Inc. , when I purchased a total of 10 double hung windows ( 20 sashes) I now have two sashes that have leaking seals, verified by a local window installer, and have been told that I will have to pay $196.04 for shipping two replacement panes plus $50.00
handling for a total of $246.04 just to receive these two small window glass panes( each smaller than 27" X 25"). It will then be my responsibility to have the panes installed in the sash frames, for an additional cost to finally end up with two repaired sashes. Here is a copy of the email I received from Thermal Industries, Inc.

"Chad:

Attached is our quote for freight in the amount of $196.04. Please add this to the $50.00 handling fee on their invoice.

Thanks,
Mike"

These complete window sashes including the vinyl frames each weigh less than 14 pounds each. I took one to UPS and they told me that it
would cost less than $50.00 to ship two complete sashes, not just the glass panes, for the same distance. So buyer beware ! This it the type
of warranty protection and service you receive from Thermal Industries, Inc.

I should also state that there is no mention of "handling fees' in the warranty.

I rated the company one star, but it definitely deserves considerably less than that !!

Purchased the Thermal Windows and Doors 5000 Series triple pane windows 2.5 years ago for my home. This past summer, the window casement of one of the installed windows started to leak. I took pictures, videos and opened a warranty claim. The company said that they would send a replacement under warranty and charged me $120. Upon receipt of the package, all the company sent was a piece of glass (no casement or complete window). I contacted them again to inform them that there seems to be an error with the shipment, as I only received new glass and not a new window or casement , as it was the casement that was leaking. Referring them to the pictures and video that were sent originally with the warranty claim; I asked for an appropriate replacement to be sent.

I was told that they would review again, but there was a long period of silence, which I was later told was due to the Operations Manager being on vacation and then the warehouse being closed for the holidays for a few weeks.

Upon further review, they confirmed that it was the casement and not the glass that was the issue. However, they were going to charge me another $150 to ship the appropriate replacement. Being that there was an error with the original shipment, which I already paid for - I told them that I already paid a $120+ for their original error (glass shipment) and refused to pay another $150, as now I would nearly be reaching the price of the window that I purchased when new 2.5 years ago.

The matter was forwarded to the Operations Manager who instructed the Customer Service Rep to tell me to caulk the seem that was leaking on the casement.

After posting this review; I received a call from Thermal Windows and Doors. They did show concern of the issue and I spoke with their Head of Sales who informed me that my installer should have caulked the window per their installation instructions, as that would have addressed the issue.

I am not an installer or a manufacturer of windows, but in the process I hated to be stuck in the middle as the installer was pointing me to the manufacturer stating that the window was defective and the manufacturer was pointing at the installer stating that it was installer error. The fact that my installer has since ceased doing business with Thermal Windows and Doors complicated that matter further.

Out of the several windows installed, this has been the only one to leak and I am currently in the process of replacing it with another manufacturers window.

I did submit a case with my credit card company to get a refund of the shipping charges for the glass that was sent, which Thermal Industries accepted and agreed to the refund.

I posted this review, as I did not want to be in this predicament so soon after install and the matter could have been handled better by all parties. I also wanted to post to help homeowners be aware of such situations to help such issues in the future.

These windows are amazing the magnetic locking mechanism on this window is incredible and the hardware on the window is beautiful and sturdy. Very nice.