Torwin Windows & Doors Ltd

We hired Torwin this summer to replace 4 large windows, one small window and a patio door. The sales process was great, Tony was very knowledgeable and professional.

When the installer came to take final measurements, he measured only one of the 4 big windows, saying he doesn't need to measure the other big windows because they are all the same.

There were no issues with the installation of the small window and the patio door. The 4 big windows ended up being measured incorrectly. Torwin wouldn't admit to a measurement error at first (citing measurement tolerances), but ended up giving us the option of getting new properly measured windows (3 of the 4 windows were installed at this point) or promised a discount if we stick with the undersized windows. We stuck with the installed windows since they did look fine (only had some drywall to patch up due to the smaller size, and extra capping on the exterior) and we thought it would've been wasteful to redo. They ended up giving us a $75 credit on each $1080 window, a small fraction of the cost they would've incurred had we chosen to replace the windows. My regret was not inquiring about the amount of the credit before we accepted the undersized windows.

The fourth big window turned out to have a completely different measurement, and the window they had ordered was a few inches too big (they didn't realize this until after removing the old window). They got a new properly sized window within two days, but did the minimum to reinstall the old window, leaving our house susceptible to water damage if it rained (left the old window uncapped, and you could see the layer of tar paper that's directly under the drywall from outside the house). They came back at night to cap it (after I asked them to). I expressed my disappointment with the project and had the owner call me the next day defending how they left my site uncapped. She told me the only reason they came back to cap it was for my peace of mind because she has a "hormonal" daughter who just had a baby so she can understand where I'm coming from.

The site protection during installation was almost non-existent. I asked multiple times for the installers to protect my floors (not to wear shoes on my rugs/hardwood, to put drop sheets down since they're not taking their shoes off and my young kids play on the floor/rugs). They didn't do it, and got black grease stains (tar-like goo) on my off-white master bedroom rug. The installer came back to clean the rug (with a bottle of goo be gone), but the stain didn't fully come out and the rug was left discoloured in the area. I asked Torwin to have it cleaned professionally and the email I got in response read that they don't see a stain and that "It does appear abit lighter in colour in that area, however, I believe its from it now being clean". I purchased the rug from Pottery Barn last fall. For a rug that should never have gotten stained, Torwin's position was very disappointing.

Finally, just a couple of notes regarding the quality of the double slider windows we got. The windows look nice and the glass seems good but the windows are not square to the window jamb so the window jamb is not level (the windows have to be level to open/close). You can't tell until you get inside mount blinds and they are not square to the frame (this is extra noticeable on the large windows). Also, after we took the stickers off the windows and started cleaning them we noticed that a couple of the windows had scratches etched into the glass. We didn't notice this until after we paid but our old "crappy" windows didn't have any of these issues.

Given the great sales process that we experienced, we were very disappointed with the execution.

There are many good windows and installation companies out there, with great R values and terrific features and Torwin is no exception. But Torwin does really outstanding aluminum work to showcase those windows. They transformed the front of our house, far beyond our expectations. They went further than the contract stipulated because they couldn't stand looking at the sloppy transition to the old steel work. Pride. So rare. This was the final window replacement to go into our 1966 split level and I wish I had called them for the earlier jobs.
Thanks to all.

First of all when we went to the show room everyone there made us feel welcome and were very happy to answer all of our questions(we had a lot)!
Tony is just amazing and has incredible patience and know his job well. He was very courteous and knowledgeble.
There was no pressure from him and understood what we wanted since we asked for custom design windows.
He educated us well regarding the confusing world of windows.
Luch and his crew did an amazing installation job .fast ,neat and proffesional they made the installation "enjoyable"!
We are very happy with the quality,workmanship,and price and will gladly use TORWIN again .Highly reccomend this wonderfull company! By the way we had several quotes and even went to the HOME SHOW and Torwin gave us the best deal!

Torwin is a professional and customer focused company with quality work and reasonable prices. We have dealt with Torwin at 2 of our homes and for our current home covering literally all of the windows & doors that are possible to be replaced - the most recent a new front door and garage door! My wife and I highly recommend Torwin.

My wife and I really value good customer service. At Torwin, the sales and service team work extra hard in making sure every concern you may have is addressed in a professional and respectful manner. Even better, their product is fabulous! Go ahead and call them for a quote. You won't be disappointed.

Excellent service, installation and quality. Albino and his team did an outstanding job on the installation and interior trim. Thanks, too, to Jodi, Cassie and Nick for their valued assistance. Without hesitation we recommend Torwin.

Torwin delivered as promised, an excellent product, with an easy and careful installation of windows. I appreciated the great customer service; 2 thumbs up! This is our 2nd contract with Torwin.

After getting quotes from three other companies, all of which were not satisfactory, I decided to get Torwin to install two six-foot patio sliding doors. The overall process was smooth. At my request Torwin put a rush on the order - the doors were installed in less than a week! Tony in sales was easy to work with, answered all my questions and provided a detailed written quote. Torwin has a good team, including their office co-ordinator, installation manager and installers. The installation was scheduled for a Monday, but on Friday I got a call and told that it would be moved a day later, as another project took longer than expected. Jeff did a great job installing the doors with no damage to the trim or the floor. There was good attention to detail. Jeff caulked the door, used spray foam insulation and clean the glass after they were done. I was able to pay with a credit card, which is always appreciated because of the 1% cash back. The price I was quoted/paid was competitive and offered good value. I would use Torwin again and recommend the company to family/friends.

Excellent installation of my exterior door replacement. The entire staff was courteous, knowledgeable and very professional during the entire project. Highly recommend this business for your door and window needs.