Business ProfileforSuperior Remodeling, Inc.

Great Andersen series 400 windows! Everything else about the project was horrible. While Doug's salesmanship is good, his communication skills were horrific. We had 13 windows replaced to the tune of almost $34k. Doug will sell you on the idea that all will be lovely when he's done and look better than before. Nothing could be further from the truth. Every window opening they touched had to be reworked in some fashion. Rather than making the window trim a little larger than original, they made all of it smaller, so around every opening we had to repair their damage, 1/2" unfinished wall with up to 1.5" holes. There are 1/8" gaps between the trim and the walls. The trim isn't aligned, also having 1/8" gaps and left with cracked pieces. Our trim is rather ornate and most of it is an off white color. They did a good job of copying the design. However, they painted every window the same stark Andersen White and had to come back and caulk and repaint a couple of times which didn't turn out well either. When removing the windows the workers tore a piece of wallpaper that was at least a foot away from the opening but didn't bother to say anything. Doug personally measured for the windows, measured wrong and then made up a change order and charged an extra $500+ to fix his mistake. Of course, it was his change order, not ours, and it was his way of covering up his error. When his dismantlers/installers threw out our old windows, they also threw away critical pieces to our alarm system. All the windows are the same dark color but there are two different colored latches - some are dark, which match, the others much lighter, which don't match. Probably Andersen's mistake but it should have been corrected by Superior on install. Fear not, after all the problems occur, Doug will then tell you what's covered, but mostly not covered, in the contract. Sorry this is so long but I'm trying to prepare anyone for problems before they make the mistake of doing business with Superior.

Hi ****, Sorry to hear you felt this was your experience with us for your replacement project. We do everything we can to make sure all of customers questions and concerns are taken care from the first visit to the finishing touches. But, I do feel I needed to respond this review as it is not very accurate from our view. First, most everything that you stated above are all specified in the contract that we both read together before signing. Regarding your trim not covering the old paint lines, it clearly states in the contract that we do not guarantee to cover old paint lines. This can vary from using one manufacture to another on sizing and how the windows are made. Also, the comment about us painting the trim to match the ******** pre-factory white. This was also stated in contract and I showed you a sample of that color up to your existing trim at the time we signed a contract, and you agreed to it. After completed you felt it was not a close match, so we offered to repaint everything at the paint selection of your choice at no additional cost to you. To make sure you were happy with the final product. Per our contract we could have easily charge you an extra change order fee for that, but we did not. Regarding the statement about miss measuring the windows is not true. The new windows were made to within an 1/8" to your existing windows. When we pulled the first set of windows it was discovered your old vinyl windows rough openings were extremely tight to your windows, that did not leave us any room for adjustments or installing our windows properly, so we had to make some minor adjustments to correct that. Again, in the contract it states a change order amount will be given for any unforeseen items. Clearly without pulling a window their would not be a way for us to know your existing openings were not framed properly. That is why we have that line item statement in the contract. On lack of communication by myself. This could not be father from the truth. What's nice about our software is all of our emails, texts, calls are all link to each job. So I can easily go on there and see all of the emails, texts or calls to you that we never got any response to, or it took several time for you to even respond. Your wife even apologizes to us on the last day we were there for your lack of communication and response when I asked her what is the best line of communication for you, as so many times we got no response. Finally regarding your comment about us throwing out critical parts to your alarm system, again on our contract it asked if their are any alarm systems in use or we need to be aware of? You check NO. Not sure how that would then be blamed on us for that. Some of the others comments you have made I really don't feel they are worth responding too, as they are simply not true. Your wife thank ******* at the end for coming back and repainting all the trim and was very happy with the final product. I am sorry that you feel this was your experience with us!