Custom Window Systems - John Cwik President Horriblly fitting windows with gaps so large that insects can crawl through which they cannot or will not fix. Ocala Florida

I had read your comments/complaints regarding Custom Window Systems (CWS).  I work for a home improvement company that specializes in window replacement.  CWS is one of several different window manufacturers that we work with.  

We  install replacement windows in approximately 200 homes per month, many of those with windows manufactured from CWS.  The problems which this homeowner is dealing with are NOT due to the quality of the product (CWS windows).  

There are several factors which will affect the outcome of a replacement window project.  These include (but are most certainly NOT limited to) an accurate, precise measurement of the home's openings (where the original windows are), choice of the correct product for that particular application, ordering the product correctly as per all of the APPROPRIATE specifications, and finally the installation itself.  Any one of these factors can, in and of itself, make ALL of the difference.

CWS makes a very reliable product which THOUSANDS of our customers have enjoyed for years.  It is quite unfortunate to hear of this customer's frustrations and difficulties. 

At the end of the day, the problems this customer is having is NOT the product itself, but rather, attributable to the PROCESS itself, and the contractor which "helped" them.

The first statement from this customer started with, "Our general contractor..."  One could therefore safely assume that the window project was subcontracted out.  This gives rise to the basic question of WHO IS IT THAT REALLY DID ALL OF THE WORK??  Who did the measurements? Who ordered the product? Who installed it? Who is it that stands behind the work itself?

Again... The difficulties this homeowner is experiencing is NOT due to the product.  It is ABSOLUTELY due to the other factors of "WHO."

 

Too much gap means the windows are too small.  I measure and order windows to be within 1/8" of the opening, thats 1/16" on each side. Some contractors will order sizes with as much as 3/8" gap to make fitting the window easy.  This customer's problems are with the shoddy contractor, not the factory.  CWS is company that only works through a dealer network.  They stand behind their dealers and distributors even when they are wrong - very loyal but not good for the customer.  When it is time to buy new windows, pick your contractor/Installation Window Company Very carefully.

Why blame the manufacturer? The windows were made at the sizes given by your contractor. Weren't they?

I've done business with Custom window systems and have always gotten the windows sized as ordered. If there are gaps around your windows than the windows were ordered too small. Many contractors take a little off the size to make it easier to install the windows. Sometimes they take too much off and the windows have gaps. Blame the person who measured, not the manufacterer.

I am responding to the report from Jeff about windows allowing bugs to get inside. Our service department including the service manager did find an adjustment that they were able to make. After making adjustment, our service manager visited Jeff on 2/18 to see if Jeff was having any problems. He responded at this time, he was not having any problems. Let it be noted, that this homeowner made a decision to remove the window screens that were installed in our windows for a reason. We recommend using screens especially in florida where certain times of the year, we are blessed with an over abundance of Love bugs, plus other little critters. That being said, we take every customer concern serious and we will let our 21 year record speak for itself.