We Deeply Regret Choosing The Window Factory -- A $10K+ Mistake That Still Isn't Resolved

We hired The Window Factory to install a custom French door system, based on their promise of premium materials, expert installation, and a lifetime warranty. We signed our contract in October 2024, and were told the install would happen in January 2025. It wasn't installed until June 3, 2025 -- nearly five months late -- and even then, it arrived with visible damage and quality issues.

On the day of install, we reported:
* A dent in the door frame
* A warped frame that didn't sit flush
* Paint flaking off the sidelight during a light dusting -- before any stucco work was done
* Torn weatherstripping
* Interior vinyl damage
* Misaligned locks
* Paint missing or patchy
* Paint inside the window grid
* Water pooling around the seams of the door glass
* A cheap-feeling handle that didn't match the "premium" product we were promised

We were told by the install team on June 3rd that a technician would be scheduled to return and fix the issues. On June 19th, Hayley from the office confirmed via email that "most of these items do fall within warranty" and that we were placed in the service queue with a 2-4 week non-emergent turnaround. That was over three months ago -- no one has come, and nothing has been fixed.

When we tried to escalate, James -- our original consultant -- did his best to help. He was the most responsive person we dealt with throughout this entire process, and he made sincere efforts to keep things on track. Unfortunately, even he was eventually sidelined and told us there was "nothing more he could do." After directing us to management, we requested a call with Al (the GM) for July 15 and followed up on July 12, 16, 17, and 21 -- no response.

When we finally reached out to Hayley again, we were told she was "not able to take phone calls." That's not how a company should treat customers who've paid over $10,000 for a defective product.

Eventually, Al emailed and offered a 20% discount -- but only if we forfeited our warranty and agreed to "part ways." That's not a resolution -- that's an ultimatum. The warranty was a key reason we chose this company. No customer should be forced to waive their rights in order to have clearly defective issues addressed -- especially when they were reported the very day of install.

Later, Al claimed he offered a "full refund," but it was only for the product -- not the labor, not the installation, and not the stucco work we had to hire out of pocket to professionally seal the opening their team left behind. Removing the door would now leave a gaping hole in our finished home.

As of today, August 26, 2025, we still have:
* A visibly damaged frame
* Pooling water around the glass seams
* Torn weatherstripping
* Uneven locks
* Paint that flakes off with minimal contact
* No technician
* No repair
* No accountability

We've sent multiple emails -- on June 3, June 19, July 5, July 23, and August 5 -- and still nothing has been done.

If these issues had been addressed promptly and professionally -- without weeks of silence, vague emails, and the dismissal of our concerns -- we might be telling a very different story. Instead, the pattern of delays, deflection, and avoidance leaves us with no choice but to strongly warn others.

We cannot recommend The Window Factory. This company did not stand behind its product, and our experience shows a disregard for the integrity of installation and follow-through.

We are now filing complaints with the Better Business Bureau, California State License Board, and Consumer Affairs, and are consulting with legal counsel regarding breach of contract and warranty violations.

This process has consumed almost a year of our lives and left us with a defective product. If you're considering this company, we urge you to think twice.