I went into Tom's shop in order to buy windows for my house. Tom came across as very knowledgeable about windows and how they are manufactured, and the differences between them.
He came to my house to take measurements (arrived over an hour late) -- and left. I began to explain what I wanted to do; however it was clear that he was late for his next appointment and was quite short -- referring me to the Marvin windows website. After visiting the website, I decided what I liked, and then called Tom to order --explaining what I wanted as well (both verbally as well as in email).
As it turns out, the Marvin website has product pictures with model numbers; however not everything on the photos come with the part numbers listed. Not knowing this, I stated to Tom the part number that I found and liked-- as well as described what I wanted just to confirm there was zero confusion.
When the windows arrived (pre-paid) about a month later -- they were not the windows I thought I had ordered. I called Tom to talk about this --and all he did was continually refer me to the model numbers listed on the contract. I then pointed out to Tom the multiple emails that I had sent to him, describing over and over again the type of windows that I intended to buy. Still Tom pointed to the contract and model numbers -- stating he is in business to make a profit --not give things away for free. I spoke with the folks at Marvin about this -and they offered a greater discount on the actual windows I wanted --but said I would not be getting a refund for the windows that were already manufactured -- no matter that they were wrong. They even agreed that the website page that I was basing my order off of was confusing/misleading -- but they would not offer any more than this discount --adding multiple thousands of dollars to what the order would have been if carried out as I wanted.
When I tried to explain to Tom that this was not fair --it took him weeks to return my calls. In addition, he would return my emails with bizarre statements about things like how many knots the wind was the day he came to my house.
In conclusion, I was forced to keep the windows that came --spending thousands of dollars for windows I do not really even like.
I am disgusted by my entire experience with this company, and would encourage everyone who is interested to be EXTREMELY certain that you know exactly what you are talking about before doing business with this company. His pre-sale personality is very different from his post sale -- and overall --I am left feeling SCREWED!
Pros: Tom is very knowledgeable about windows
Cons: Serious lack of care about getting order correct