Affordable Windows Plus Exteriors — Local services in Gilbert

It's when issues emerge that a company's true integrity and customer service (or lack thereof) become apparent. Fast forward 5 MONTHS and this job is still not complete. We wanted our windows replaced before summer hit so we had an in-home estimate on March 8th, 2021. The written estimate of completion of installation of all windows was 6-8 weeks, perfect timing. June 7th they come to install but only half the windows are ready, not the front of the house windows that were a priority for the heat. Nearing double our time estimate we call to inquire about the delay. Diane on the phone continued to point out that 6-8 weeks was just an estimate. Eventually she said she would relay our concerns to the owner (clearly to get us off her back to end the call). We never heard back. July 9th we get a call that our windows are ready for install so we schedule ASAP for July 21. However we get canceled on the night before with no word from affordable- it was a man who works for the window manufacturer. July 29th the installers come to complete the job but before leaving notify us that two of the windows will need to be replaced because the film was installed incorrectly when the window was made. Furthermore, WE realize another of the windows they installed in the front is missing the grid. While the installers were at our house one of them said "You know the stucco guys are coming tomorrow at 8am, right?" Sure didn't! Here's where things REALLY turn south. We tried to voice our disappointment to the vice president Bill and only got "that's a shame" so next we speak to the owner. He says there was a perfect storm with this job. He insists that Jamie apologized to us and that he hears her apologize all the time (so they regularly make this many mistakes?) and mentions "recordings" as if to prove this. If he means voicemails we have none with apologies but it sounds as though they record phone conversations without the customer consent. He also attempted to deflect our issue with the poor communication with the installation being rescheduled last minute and not being told of the stucco install, demonstrating a complete lack of respect for his customers and their time. He insisted that he communicated the stucco install: in reality he mentioned that they would need to do stucco work when he was at our home measuring for a second time on APRIL 6th. No, I don't consider that scheduling with the homeowner when it ended up being JULY 30th. In regards to the mistakes of sashes and the window not having the grid he again deflected saying "you expect perfection." No, we expect accuracy when you've been sitting on this job for 5 months and this costs us a small fortune. We had their checklist in hand with window measurements and which windows had a grid from the contract. He said he doesn't check the checklist, "no one does." and that "you just want to yell." This company refused to take any responsibility for delays, lack of communication, poor customer service, and mistakes on the product itself. Integrity and quality customer service mean acknowledging issues, taking responsibility for mistakes, showing respect to your customer's time, and ensuring your customer receives a quality product with a quality experience. The company instead deflected issues and readily admitted to mediocrity in its product. I understand a pandemic presents challenges in supplies but we scheduled a YEAR into the pandemic: if 6-8 weeks was impossible they should have been up front with that back in March. Blaming the supplier isn't going to cut it. Take responsibility and make things right. Credit us for our increased SRP bills, discount windows that were incorrect, SOMETHING. Later that evening we received an email from Jeff apologizing for the phone call and the issues we experienced. Unfortunately the damage was done and it was likely only to save face. Save your time and money and...

thorough. professional. respectful. clean and cleaned up after the installation of each window.. Not much dust came into the house either, which is amazing. and (only left 2 used napkins outside after lunch - that's pretty good! ) The windows are very nice.. and the warranty is able to be passed onto (future) new owners (one time).

Bill the QA/QC and salesman checks on the progress and status of install and at the end.

I have a crazy busy schedule, sometimes extremely stressful.. The mgt worked well with me, when i wasn't so calm and clear headed because of work schedule. By the time of my install date, my schedule had mellowed out to normal, but i was still grateful that for the number of windows and work that i needed done, they did it all within one day.

I don't think you can go wrong with this company. I highly recommend. Martina

P.S. Oct. 8, 2019..... 4 months after installation, I had hard water stains on the glass... I used Windex, vinegar & water, and a lot of elbow power - the hard water stains do not come off.. NEW WINDOWS AND THEY CAN'T BE CLEANED. great. I called Affordable Windows for 2 weeks to get assistance on this.. My original glass windows were very old - double pane, but i never had a problem with removing hard water spots from the glass... finally Bill came out to pick up an old window that was left behind and i showed him the new windows. He said you have hard water.. I said yes i know that, AZ has hard water.. i don't understand why its hard to impossible. to remove the hard water spots from these new windows, I never had that problem with my old glass windows. I'm only into this for 4 months, they're practically new. There was no solution given except to try paint thinner.. (I'm not putting paint thinner on these new windows for hard water spots for warranty (if warranty covers it-not good idea)).. Bill left, then found a review online where the husband used SCRUBBING BUBBLES for bathroom, and that's what worked for them.....

I called the manufacturer and left a message.. no reply.. so that was poor customer service on the manufacturer's part.

Just giving you all a heads up, in Summer- if you don't wipe off the water from sprinkler or rain immediately, its going to be near impossible to get it clean, unless you invest in SCRUBBING BUBBLES for bathrooms evidently. I'm not sure that will work on mine I haven't done that yet.. but given what i have shared you can cut to the chase, and buy that...

We are in the middle of remodeling the house and one of the projects we wanted to get done this year were new windows. I had several quotes from window companies but I found that Affordable Windows & Exteriors was the best all around. Rudy was so friendly, honest and informative. You could tell he was proud to be working for the company. His presentation was excellent! He came with a sample window, thermometer gun and heat gun. He showed me how much their windows absorbed the heat. The heat gun was 346F and on the other side of the glass, it was showing 98F. Incredible difference. Not only that, but the windows are manufactured in AZ, the window installers are employees of the company (not subcontractors), their prices were affordable and reasonable and they have a double lifetime warranty! You can’t beat that! The owner of the company came and did the final measurements and he was so friendly, helpful and efficient. I think it says a lot about a company when the owner is involved with every transaction. Even the front office staff like Jamie and Diane were really communicative and nice. Everyone was on the same page with timeline, expectations, etc. I never felt out of the loop.

The day of the installation, we got a stellar team—Devin, Jackson and Oliver! I moved as much furniture as I could before the install, but wasn’t able to move the really big, heavy furniture—the guys were so gracious with moving it out of the way and with great care. The removal of the windows and installation was absolutely seamless. They took out my security doors and French doors and replaced it with a sliding glass door and I could not be happier! They also tackled a custom triangle window that other companies said they couldn’t do. These guys can do it all!! I am so happy with how everything turned out. They were happy, friendly, detail-oriented and so hard-working! What a great trio of guys! I couldn’t have asked for a better team!

This was a 12/10 experience for me. I can’t say enough good things about this company and their employees. A+ company, superior customer service, great products—and the most excellent owner & employees. I really felt really taken care of with Affordable Windows & Exteriors. I would...