Polar Windows

I have to share my disappointing experience with Polar Windows. Both my parents and my in-laws had Polar windows installed several years ago with no problems. Obviously, things have gone down hill since then. I give a star to the salesperson and a star to the installers. Both were professional and did a great job. To customer service and the designer of the windows, I give no stars. Aug. 15, 2017 - we replaced all of the windows in our house along with a back door Aug. 29 - Polar windows was back at our place to bring a "smart" door lock for our new door (they did not have any in stock when the installers were here on the last day of the job). I had two complaints. The screen for the bedroom window did not fit properly. I tried to remove the screen and put it back in place but it started to come apart after only a few attempts. The other problem was with the holes in the slider windows. These holes are there for drainage but were big enough to let flies and ladybugs in to the house Sept.20 - Polar Windows delivered a new screen for the bedroom - it did not fit Oct. 5 - Polar Windows returned to fix the "holes" - this solution seems to have worked but the bedroom screen still did not fit properly Oct. 25 - I was told that the delivery guy was to be at my place around lunch time - at 3:30 I phoned Polar windows to see if they were still coming out - I was informed that he wouldn't be able to come until the next day at lunch time - a courtesy call would have been appreciated so I wasn't left waiting and wondering if anyone was going to show up - eventually, the delivery was made BUT the screen still did not fit Oct. 27 - a new screen was delivered and it appeared to fit in the window Spring 2018 - I opened the bedroom window and noticed that there was a gap on the bottom between the screen and the window - I tried adjusting the screen and it fell out May 2, 2018 - Polar windows was out here to re-measure for a new screen June 4 - left message at Polar windows because I still do not have a new screen June 6 - still waiting for a call back - I am hoping to have a new screen installed before winter The rest of the screens fit but they pop out fairly easily when you press down to remove them. I was worried about my cats getting a claw stuck and pulling the screen off. It was suggested to me, to turn the screens upside down so that they wouldn't pop out so easily. We spent a lot of money on new windows and I regret my decision to go with Polar windows. The attached photo shows the current problem with my screen and why I can't open my window for fresh air.

We have had our new windows and doors for a little over a year now. We are still very happy with them in many regards: appearance, noise reduction, good seal (no drafts as our old windows had), and general upgrade to our 30+ year old house. I especially like the doors we purchased which have blinds installed between the glass - very nice feature! We still have a couple basement windows to do and will definitely contact Polar Windows for these when the time is right.

The best part of our experience getting windows with Polar was Ken, the salesperson. He was very kind and informative, and didn’t push anything we didn’t need. The wait period for the Windows was only a few weeks, when we were told it would be 10-12 weeks. That was very nice as well. The day of the install, everything seemed to be going smoothly, and quickly. However, near the end of the install, we were told the casing they had for our living room window was too long, and that the product was on backorder, so they’d need to come back in a week or so. Then I asked them where the screen was for our den window; and if I hadn’t asked, they legit would have not said a thing. Apparently the screen was left at the warehouse. I was told someone would call me from the office, and I wasn’t called. I had to call myself. Before calling, I noticed our screen on the living room window was not put in correctly, allowing a big gap. Good thing I noticed before calling, I guess. It wouldn’t have been a big deal at all if their customer service was a bit nicer, less snappy, and a bit more courteous. It’s not like the money we are putting into our new windows helps pay your paycheck or anything, right? Cheryl told me she would look for the screen and call me back. I had to call her back three days later, at which time I was told she still couldn’t find it. Didn’t hear back again, then my partner called her. Phone tag for a while, but I eventually gave one final call to Cheryl, and I was snapped in such a snarky tone that she did call my partner to tell her the screen was found and that the casing was being ordered. She also said that the screen would be fixed when the installers returned to finish the job. All the while speaking to me like my business was a hindrance to her. When my partner spoke with her and explained the grief we’ve had, she was defensive and didn’t even apologize for our troubles; she wouldn’t even work with us to arrange a time that worked with our schedules. The mistake was made with Polar; why should we be the ones to take off more time from work because you messed up? After two weeks, the job was finally finished. Honestly, the product is great, the installers were great, the salesperson was great. But if you’re looking for customer service from a decent and kind sales manager; run the other way. It’s not difficult to be a nice person, even if you’re faking. But clear as day rudeness just turns a customer off. 5/5 stars for Windows 0/5 for customer service EDIT: After a great phone call with Stephen, I have to change my review. Getting a formal apology has restored my faith in the company. Thank you, Stephen.

Great experience from start to finish. Friendly staff. Perfect installation. Solved an airflow issue I had. I couldn't be more pleased with the service. I will definitely be a returning customer

Awesome product and service from Polar Windows. Had 13 windows installed in late Nov/17. Ken1 did the measurements, Ken2 came by for the site inspection/measurement check and the installation team was fantastic.Very happy with the product and the service received!