In April 2020, we purchased 9 NorthStar windows and a big patio door, with 3 windows being casements. All three wouldn’t work: made clunking sounds and wouldn't close properly or lock. Now, 4 months later we are still at square one. We had an “AC Vinyl” window installed on the front of the house – absolutely no issues, but these ones… First, the dealer sent the installer to confirm if it's an installation issue or quality/warranty issue. Three visits later, he finally admitted it was a manufacturing defect. The NorthStar contractor came next - criticized the leveling of the windows (like who on earth ever makes them perfectly plumb and level?? but we did this time!!) – another visit after making the windows 100% level and plumb, he admitted that it must be the sash/window quality. Mind you that it takes several weeks between each of those visits!! So at no fault of ours, we were put back in line to wait for our sash replacement pieces to be made. You know, if I mess up at work, I make sure I fix my mistakes right away and on my personal time, to make sure the customer doesn’t have to suffer any further. In this case, it didn't happen. They made us wait another 4 weeks to make 3 new sashes/inserts. Just to remind you – it’s brand-new windows that were pounded on, installed and reinstalled hundreds of times… What wouldn't you do after 3 months of waiting; thinking that it'll be all over in just another 4 weeks?! Well, today they were installed, but they STILL DON'T LOCK!! They worked OK at peak heat time of the day (it was +28 today!) but now at +20 they act the same - don't lock!! So, why two professional installers and the manufacturer can't figure this out? Why are we suffering? What do I need to do as a customer to make sure I get the windows I paid for in a working condition?? You wait for so long to update your windows, look forward to this time of nice and new look and feel.... well, if you chose NorthStar - beware! I'd say STAY AWAY! 4 months later and I still don't have my windows working. Never mind the now-gone excitement of having new windows after spending a hefty amount on the upgrade, now I'm wondering if they are fixed in time to lock them for the winter! And at this point, I’m not sure they know how to fix them or to make them. All the good reviews written here come from people who work or want to work there, or from the ones that got lucky, but it’s an exception with NorthStar. If you read the BBB Bureau complaint, it pretty much describes our situation. So poor quality is not an exception for NorthStar, it seems to be a norm!
- Approximate cost of services:
- $13,000.00