Best Commercial Emergency Response in Phoenix AZ
Window Installation Service
We were referred to True View (TV) by some friends and decided to use the company to replace 24 windows in our home. If you are considering TV for window replacements, I encourage you to read our experience below before making the investment of your time and money with this company.
Up front we will say, we would not hire TV again or recommend them to anyone.
Now that our window project is finally complete we can say that we are mostly happy with our finished product - there are some minor scratches and quirks that, quite honestly, we are too exhausted to work with TV to repair so we are looking past them. I've outlined our experience at each step of the process below, the installation and timeline is really where our 2 star review is coming from.
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SALES
The sales rep, Mike, came out to measure and discuss options with us. Overall, it was a great experience. They provided us with numerous pricing options, which we appreciated. We settled on middle-grade Aluminum Milgard Windows with a Low E coating.
After we put down a 50% deposit, a second technician came for final measurements. This tech was SUPER helpful and even discussed some changes we might want to make to enhance the views and functionalities of our new windows. We were super grateful for his insight and made those changes - we are happy we did.
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INSTALLATION
Our 3-day install ended up taking 6 months to complete and getting TV to finish the work was like pulling teeth. It became very apparent that they company over-schedules and is inadequately staffed to complete their jobs. Here are some of the biggest challenges we faced during installation:
- Day 1 our property was littered with trash. They also used one of our planters as an ash tray which led to us discovering smoldering soil that evening.
- At the end of the 3 days our installation was not complete. Until they could get us scheduled to complete the job, each window had a 0.5-1 inch gap to the outside (contrary to what we were told during the sales process) resulting in an ant infestation in our bedroom and a constant running AC in the AZ summer.
- 6 of the window panes they installed had to be re-replaced due to shattered glass, chipped corners, and loss of seal. Additionally, at least 2 windows were installed with the Low-E coating on the wrong side and had to be flipped.
- The glazing bead was bubbling or completely falling off on most windows. Fixing this took the most amount of time as they kept arriving without enough material even though it was mentioned multiple times and they measured many times for it.
- We had 6-8 visits to our home by TV and 2 visits from Milgard for warranty issues. At least two times the TV crew arrived without the right materials or the manpower to move the large panes of glass. This was frustrating as we rescheduled several other workers in our home and made plans for our dogs to be out of the house.
- The installation crew was different almost every time. This made context difficult as we had to re-educate each crew on the issues they had come to solve.
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SUPERVISORS/MANAGEMENT
The customer care team heavily gate-keeps management.
We initially worked with our project supervisor, Robert, to address some of the challenges. We were told many times that he couldn't be contacted because he was out on a big job making us feel undervalued. He was impossible to get ahold of.
Towards the end of our project we worked with Rhika who ended up seeing our project through to the end but it took about 4 months to finally get someone who had that ability and even then we still had issues.
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CUSTOMER SERVICE
Overall, the customer service team was helpful. I'm sure they deal with a lot of frustrated clients and have many challenges that are out of their control. Debbie and Kathy may be the only saving graces of this company. While they couldn't always solve our issues in a timely manner, they did listen and follow up with us which we appreciated.
www.trueviewglass.com
Up front we will say, we would not hire TV again or recommend them to anyone.
Now that our window project is finally complete we can say that we are mostly happy with our finished product - there are some minor scratches and quirks that, quite honestly, we are too exhausted to work with TV to repair so we are looking past them. I've outlined our experience at each step of the process below, the installation and timeline is really where our 2 star review is coming from.
---
SALES
The sales rep, Mike, came out to measure and discuss options with us. Overall, it was a great experience. They provided us with numerous pricing options, which we appreciated. We settled on middle-grade Aluminum Milgard Windows with a Low E coating.
After we put down a 50% deposit, a second technician came for final measurements. This tech was SUPER helpful and even discussed some changes we might want to make to enhance the views and functionalities of our new windows. We were super grateful for his insight and made those changes - we are happy we did.
---
INSTALLATION
Our 3-day install ended up taking 6 months to complete and getting TV to finish the work was like pulling teeth. It became very apparent that they company over-schedules and is inadequately staffed to complete their jobs. Here are some of the biggest challenges we faced during installation:
- Day 1 our property was littered with trash. They also used one of our planters as an ash tray which led to us discovering smoldering soil that evening.
- At the end of the 3 days our installation was not complete. Until they could get us scheduled to complete the job, each window had a 0.5-1 inch gap to the outside (contrary to what we were told during the sales process) resulting in an ant infestation in our bedroom and a constant running AC in the AZ summer.
- 6 of the window panes they installed had to be re-replaced due to shattered glass, chipped corners, and loss of seal. Additionally, at least 2 windows were installed with the Low-E coating on the wrong side and had to be flipped.
- The glazing bead was bubbling or completely falling off on most windows. Fixing this took the most amount of time as they kept arriving without enough material even though it was mentioned multiple times and they measured many times for it.
- We had 6-8 visits to our home by TV and 2 visits from Milgard for warranty issues. At least two times the TV crew arrived without the right materials or the manpower to move the large panes of glass. This was frustrating as we rescheduled several other workers in our home and made plans for our dogs to be out of the house.
- The installation crew was different almost every time. This made context difficult as we had to re-educate each crew on the issues they had come to solve.
--
SUPERVISORS/MANAGEMENT
The customer care team heavily gate-keeps management.
We initially worked with our project supervisor, Robert, to address some of the challenges. We were told many times that he couldn't be contacted because he was out on a big job making us feel undervalued. He was impossible to get ahold of.
Towards the end of our project we worked with Rhika who ended up seeing our project through to the end but it took about 4 months to finally get someone who had that ability and even then we still had issues.
--
CUSTOMER SERVICE
Overall, the customer service team was helpful. I'm sure they deal with a lot of frustrated clients and have many challenges that are out of their control. Debbie and Kathy may be the only saving graces of this company. While they couldn't always solve our issues in a timely manner, they did listen and follow up with us which we appreciated.
2222 E Jones Ave, Phoenix, AZ 85040