Factory Direct

Susan Sego on Factory Direct

I purchased 9 windows and had them installed on 2/16/2014. It says lifetime warranty, well BEWARE that is not on their installation, only the windows. The lifetime warranty on the windows doesn't do any good if they are installed correctly. I called Factory Direct to tell them about one of my windows leaking and all I got was a text messages asking me pictures. They never would call me back, it was only text messages. After I sent all the pictures they wanted blame it on the new siding that was installed in May 2025. This window had been leaking for awhile and I didn't realize til 2018 when I decide to rearrange some furniture. I found molded base boards and rotted drywall and wet carpet. I wasn't sure it was the window, so I called a contractor out to look at it and he tore out the drywall and looked and I told him that he was not to touch the window cause it would void the warranty. He said he could not find anything that would be cause the leak from the siding or roof. He said I think its the window and let's try putting a drip edge on it and see if that will fix it. So it stop leaking and they fixed everything. My windows didn't have drip edges on them before the new windows were put in in 2014 and the don't have them now. When they put up the new siding in 2025 they didn't put make the drip edge on that window cause they said it didnt need one cause none of the others had it on there. NONE OF MY OTHER WINDOWS HAVE OR ARE LEAKING! Now that it doesn't have a drip edge on it, it's leaking again because of the poor installation by Factory Direct one this one window. And they are refusing to make good on the lifetime warranty because it only on the window but there is nowhere in the contract that says installation is only warranted for so long. They also told me if they came out to look at it that it would be $250 and to fix it, it would be $250. Just an FYI I did have them come out and give me an estimate on the new siding and when I was talking to the guy they sent about the window I was having problems with he said it was the window but they don't want to admit it. They just argued with me over text for the last two days and wouldn't even call me! Worse customer service!
****BEWARE OF THEIR SO CALLED LIFETIME WARRANTY!!!!****
****THE RESPONSE ARE LIES, THEY ONLY GAVE ME ESTIMATE ON NEW SIDING. NOTHING WAS DISCUSSED ABOUT THE SIDING AND HE DOESNT EVEN KNOW CAUSE HE WOULD NOT EVEN HAVE AN ACTUALLY CONVERSATION WITH ME. IT WAS ONLY OVER TEXT MESSAGES AND I WILL BE GLAD TO SHARE THE WHOLE TEXT CONVERSATION. HE BLAMES IT ON THE COMPANY I HAD INSTALL MY SIDING AND THE WINDOW MANUFACTURER. INSTEAD OF ACTUALLY COMING OUT TO LOOK AT IT, AND SEE THE REAL PROBLEM. I'M NOT THE ONLY CUSTOMER THAT HAS COMPLAINT ABOUT THIS COMPANY OR THWY WOULD HAVE 5 STAR AND THEY DON'T!!!!!!!
THERE WAS NEW TRIM AND JAY CHANELS INSTALLED! THE OLD SIDING WAS ALMOND AND THE NEW SIDING IS SMOKEY GREY! IF ****WHY IS IT ONLY ONE WINDOW LEAKING AND NONE OF THE OTHER WINDOWS LEAKING IF THE SIDING COMPANY DIDN'T INSTALL THE SIDING CORRECTLY?*****

Emily Begeman on Factory Direct

From the very beginning, the project manager was prompt, considerate and communicative. Every time I called to check in on the project, they knew exactly who I was what my project was and provided me with an accurate update and timeline. Lastly, the team that installed the windows was professional and got the job done and a single day. I was really impressed with both the administrative team, the work team, and the project management team.

Cindy Shields on Factory Direct

The windows look awesome. What a great experience from the salesman to the installer Bret. Great work and pride in their work, kept every thing very clean. They really paid a close eye on detail. Well done!

Beverly Radloff on Factory Direct

We just received 13 windows purchased from Factory Direct. From beginning to end, the experience has been exceptional. The quote was done quickly with no sales pressure. The pricing was fair. The delivery and installation has been perfect. The installer, Brett, is such a friendly and talented gentleman. His pride in his work shows and the finished windows exceeded our expectations. I would recommend Factory Direct to anyone looking for new windows. Their customer service is outstanding.

Neva Tucker on Factory Direct

I had quotes from six different companies and after careful examination I decided to go with Factory Direct. My decision was based on price, along with an unparalleled customer experience. (12 windows)

My experience has been EXCEPTIONAL! Nathan answered all my questions and took time to explain the whole process. He said if I have any questions to just call (they answer their phones).

I watched the video on the installation and was so impressed with Mike’s finishing touches! I am picky about caulking; because of Mike’s craftsmanship I requested him to be one of my installers.

The other two installers (Mike & Bill) did a great job too. The team was very knowledgeable, answered my questions, and executed the installation process seamlessly. Mike and his team take pride in their work; I am so impressed and pleased with the finished product.

I was shocked by Factory Directs commitment to excellent customer service! Nicole, who works in the office was professional, responsive and communicated promptly.

All of these factors and people contributed to my wonderful experience! Thank you for making this “dreaded” home owner decision of getting new windows and turning it into a such a positive experience!