Joyce Windows, Sunrooms & Baths - Cleveland — Local services in Berea

Rating this a 1 out of 5 until December 2024. Project started in October 2024, replacing 7 windows & 1 sliding glass door. Salesman came out and after the 2 hour home visit we felt great. Install day, foreman was surprised by scope of work, implied project team does not tell the install team what they need to know. My wife purchased pizza and drinks for the crew for lunch. Taking out old windows, NO drop clothes or barriers up to stop dust and debris, dirt, sawdust, etc. throughout house. Stark contrast to described "installation process". They used a small vacuum with a hose to clean up the floors, 2 new windows had faulty latches (odd they made it thru QC/QA factory check). 1 new window was 10" too small despite 2 separate people on separate days measuring it. Buttoned up the window and filled the gap with some plywood. See daylight coming in around window, which let bugs into the house, daily whack-a-bug lasted for three weeks until they came back with the right size window. THEY DID NOT SEAL ANY OF THE BOTTOMS OF THE WINDOWS-ONLY SIDES AND TOPS, contrary to detailed installation process. Told salesman at Joyce, including pictures and left voice messages. Reinstall day, 3 weeks later, same install team. Started with a chip on their shoulder (obviously they had received word from management about our complaints) and let it out on us. Foreman took no responsibility for the problems and dismissed us. Refused to admit that bugs got inside as result of the windows not sealed. (Hello! see the daylight coming in from the living room window?) Wanted to take a heat gun and form the window that had a defect and then excused everything we wanted checked as too hard to do. Salesman doubled down with install crew. Very condescending, aggressive and belligerent when talking to my wife, but not to me. Lively discussions, we learned, foreman admitted no insulation or caulking along bottom of windows. Salesman would not allow them to heat the window frame as it would void the warranty...need to have a new window and another install day. Entire experience ruined by HORRIBLE service. Rating this a 4 out of 5. December 2024, replacing the defective window and addressing our complaints about bugs and wind blowing in around kitchen window and sliding glass door. We literally placed a short candle near the bottom of the kitchen window and sliding glass door, went outside with a hairdryer and were able to make the flame on the candle dance around. Despite the videos we sent and pictures, Joyce did not believe us. A VP, project Manager and two very seasoned installation guys came out to inspect and replace the window and sliding glass door. I performed the magic trick with the hair dryer for the installers who were visibly shocked. Upon removal of the exterior flashing around the kitchen window, discovered the install team had NOT cased the window and left a 3.5 inch gap under the window with no insulation. The flashing was installed and covered it all up, no wonder they did not want to take it off on the second time they came out and blamed us for the bug issue. It was very vindicating and the VP had to eat some humble pie. Mark and Adam proceeded to correct the issues and did an OUTSTANDING job of putting in all back together as it should have been don’t the first time. I would have given them 5 out of 5, but there is a issue with flashing on one window not shedding water properly. luckily it is under the porch, so it should never see rain water. But the window should have been shimmed up .25 to .5 inches to allow for proper slope of the flashing when they installed it. Very glad that Mark and Adam came out, saw the issues first handle, validated our complaints and corrected them with a high level of skill and...

Joyce Windows was a pleasure to work with for my windows and patio sliding door. The sales staff member I worked with (Rick) was nice and not pushy. The scheduling group was easy to work with and did a nice job of sending reminders and updates. And the installation crew of Mark and Adam did a great job of arriving on-time each day and knocking out the 17 windows and 1 slider quickly and cleanly. The new windows look fantastic and it is so quiet in my house now as I no longer hear wind and noises from outside. Going from the original 1997 windows when the house was built to these new 2024 windows is a huge difference. The Joyce windows are easy to operate, the double hung feature allows for simple cleaning, and the screens glide smoothly and sit firmly in the tracks. I also like how the construction of the outside window sills allows for water to easily drain away without collecting debris and blocking up like other competitor's weep-hole style windows. I did a lot of research when I initially was scoping out and pricing windows, and I even had 7 different window companies out to the house over a 2 week span to review their products and proposals. All around the feel of Joyce as a company, and their manufacturing being right here in my area with the ability to quickly come and replace something if anything were to ever happen, set them apart from the rest. All the other window companies will come out and give you what feels like the same sales pitch of "here is our price xxx, but we can do it for xxx today. but that when they have to leave if you don't sign immediately that the special pricing goes with them..." but this was not the experience with Joyce. The Joyce buying experience consisted of getting an upfront price that was already priced well with no games or gimmicks. (In all honesty, were they the cheapest price - no, were they the most expensive - no). As with everything in life you get what you pay for. They had the best overall product, and they went the extra mile to make sure I was comfortable with the purchase. So much so, that even after I had let them go initially to work my way through the remaining companies, they did not give me any hard time or pressure. Just politely gave me their information with the contact number and let me know that if I had any questions or decided I wanted to work with them to just give them a call and they would be happy to honor their pricing. Ultimately, I ended up calling them back and they met me on a Sunday evening at their showroom and factory (only time I had available, even though they were not even open) to finalize my order and even take a tour. After the sale was made the quality and attention to the customer continued (some companies fall off here once they have your money). Joyce let me know that I should expect my windows take roughly 4-8 weeks for construction, and that I'd receive a call from their scheduling department once they were ready to plan for an installation date. Sure enough, right on the 4 week mark the windows were ready and they reached out and were able to get me scheduled for installation the following week! They sent out reminders about how to prepare our house to be easy to work around for the installation, and when the installers arrived onsite they carefully covered the floors and carpets and were a pleasure to have around. They even made friends with my small dog who does not usually take kindly to strangers in the house. Sorry for the long read if you've made it this far. But, All in all the whole process was as smooth as could be. The windows look fantastic and all work great, and I look forward to looking through them for many years to come! Thanks again, I'll be sending more...

I recently had the opportunity to work with Joyce Windows and Doors for a window replacement and front door project in my home. While the end product has met my expectations, the journey to completion was a mix of exceptional on-site service and notable administrative challenges.

Installation Crew: Mark and Adam

The highlight of this experience was undoubtedly the installation team, Mark and Adam. From the moment they arrived, their professionalism was evident. They meticulously prepared the work areas, ensuring that my home remained clean and protected throughout the process. Their attention to detail was impeccable; every measurement was double-checked, and the installation proceeded without a hitch. Beyond their technical skills, Mark and Adam brought a refreshing energy to the project. Their friendly banter and light-hearted humor made the experience enjoyable, turning what could have been a disruptive process into a pleasant one. It's rare to find professionals who combine expertise with such personable demeanors.

Company Operations

Contrasting the stellar on-ground experience was the company's administrative performance. Communication with the office was often strained, with responses to inquiries being delayed or, at times, overlooked. There were multiple instances where materials arrived incorrectly or were not ordered in a timely manner, leading to project delays. More concerning was the company's approach to these setbacks; instead of proactive solutions or acknowledgments, I often had to initiate conversations to address the issues. This reactive stance left much to be desired in terms of customer service and accountability.

Product Quality

Despite the administrative hurdles, the final product has proven to be satisfactory. The new windows have enhanced both the aesthetic and energy efficiency of my home. The craftsmanship is evident, and I am confident in the durability and functionality of the installations.

Conclusion

In summary, while the product quality and the exceptional service provided by Mark and Adam are commendable, Joyce Windows and Doors would benefit from a thorough evaluation of their customer service practices and internal operations. Ensuring timely communication, accurate order processing, and a proactive approach to problem-solving are crucial for enhancing overall customer satisfaction. Addressing these areas will align the company's administrative performance with the high standards set by their...