Areas Of Satisfaction

Areas Of Satisfaction - The set up was excellent because it kept any insects and dust out of my house while the work was being done.

Communication

Communication - I was constantly provided updates throughout the process.

Installation Quality

Installation Quality - Great installation! My installer let me know what he was doing and went above and beyond to do the job perfectly.

Installation Quality

Installation Quality - The crew did a great job to ensure dust and debris didn't get over the bed or furniture; they taped it off. I was impressed with the work they did and were in and out just a few hours.

Lead Source

Lead Source - This is the third time I have used them. I think I heard about them the first time through advertising.

The door product itself is good, and the Salesperson was nice to work with. However, our first door was damaged and the frame that was ordered was not what came on the install. The Install crew was great and helped us decide not to accept the damaged door and incorrect pieces, even though it would be a hassle to restart the process. From that point on, the service we received from the company was poor. The project manager was evasive and did not address our concerns. He took no accountability for the damage, incorrect parts, or for not catching any of those issues prior to the install date. We were expecting a replacement to be expedited at a minimum, but that was not the case, and we were given the same vague timelines as before. There was no proactive communication or updates, and we had to follow-up often. Eventually it seemed that Drew took over communication, which was appreciated. But that really showed us that the project delivery teams and scheduling teams were not helping. So the Salesperson and Install team were supportive and of high quality, but the process itself, the poor project management and the lack of accountability and urgency when issues arose was very distressing. If the experience we had was addressed or our concerns respected, I could see recommending because of the good pieces, but not overall at this point.

There were three areas that stood out to me when I did a postmortem of my Next Door and Window experience.

1) I Financial transparency during the process. I expected and received straight responses to financially related questions. In one instance there was a credit applied to my estimate based on an installation modification. Both the nature of the change and the cost impact was explained to me.
2) Pleasant experience - Staff we dealt with enthusiastic about making this a pleasant but professional experience for me. I never got the sense this was a ”production”. The employees really seemed to enjoy working with each other and were enthusiastic about the product.
3) Installation of new windows - The days leading up to the installation of the windows were an absolute nerve racking experience for me. I had visions of hornets, spoilers, flies, etc. invading my home through 8 gigantic openings where the old windows were removed. What if it rained, snowed, wind. Rational or not, this was by far, the most stressful part of the window replacement process for me to deal with. On the day of the installation, a small cadre of staff appeared and said it was fine for and my wife to stay in our home if we didn't mind some noise for the next 4 -5 hours. We were thrilled. What transpired next was nothing short of amazing as the installers removed the old windows, prepared the openings for the new windows, placed and sealed the Marvin windows. This was done in a professional, well organized and very neat and clean manner. The installers were polite and always sensitive to our presence.

Lead Source

Lead Source - We have used them for 15 years.

Overall, I am very happy with the installation and the quality of the products. However, I had issues with communication about delays related to the project, which resulted in almost 3 months of delay without proper communication.