Karen
Their installation was great, but their product recommendation terrible
Their installation was great - in terms of no bubbles and efficiency. What wasn't great is that they didn't listen to what I wanted and recommended a product that didn't suit my needs at all. The first thing that I told the owners was that I removed all my blinds 4 years prior because I loved the sunlight, yet they recommended a dark tint that didn't allow any sunlight in. Mid installation, I told them I thought the tinting was too dark but they kept going rather than stopping and really having a conversation. They told me I would get used to it. The tinting made my home unbearably dark. We went from rarely turning lights on during the day, to the next morning having to have them on all day, in spite of it being a 100% sunny day. They charged an arm and a leg for removal, and took zero ownership for recommending a product that didn't suit our needs or for not stopping and re evaluating when I said it was too dark. Because of the expense of removal, we left the dark tint on our bedroom windows. Our bedroom is so dark. Such a waste of money and disappointment. I would not recommend.
Reply from Therma Shield Solar ControlMar 14, 2022
Karen, We hope you and your family are doing well. We are also very sorry to hear that you remain unhappy after we worked so hard to accommodate you. As this job was completed 5-30-2021, it is possible that some of the finer details involved have faded due to time, but I would like to refresh your memory with the following facts. When you contacted us, you indicated that you had a terrible problem with heat and glare on your West facing windows, and when we came out to do your estimate, we left you with samples and specifications of the four films that we stock that stop the most heat and glare. Among other things, I took time to show you how to view those samples to get the best idea of how they would look installed on your windows and there were also instructions to this end in the information packet that we left with you. Eventually, you chose the Panorama Slate 10, and the job was scheduled for May 29th and 30th, 2021. On the first day, we started with your kitchen garden window. We had just completed that window, and, as you were leaving to run an errand, you stopped and commented on how "dark" it was. I did mention to you at that point that most folks get used to the film, as within 2-3 weeks it becomes the "new normal" for them, which is absolutely true. You will recall that I offered then and there to stop the installation and give you time to consider another film, and also offered to pull the film off for free if you had us do it at that time because it hadn't had time to set up yet. Instead, you told us to proceed and we did, finishing the rest of the kitchen windows, the master bedroom and bath, (Panorama Slate 10), the formal dining room, and the entry windows (Panorama Slate 20), as well as having us remove pre-existing film in the living room (at no additional charge) before knocking off for the day. That evening, we received an email from you expressing your dissatisfaction with the Panorama Slate 10 - and, quoting from your email, you said "I think I made a really poor choice...", and went on to ask us to bring some samples of Slate 40 and Sterling 60 or 70 to the job site the next morning, which we did. When we arrived, the first thing you did was apologize profusely and said several times to us - and I am paraphrasing here - "this is not your fault at all! I just picked the wrong film". We then sat down with you and your husband and went through the new film samples with you and discussed your options moving forward. In the end, you decided to have us remove the Slate 10 from the kitchen windows, but to leave it on the windows in the master bedroom and bath. At that time, you also stated that you were very happy with the Slate 20 on the dining room and entry windows and asked us to install Slate 20 on your children's bedrooms upstairs. We discussed the charges ($602.80) for removing the film in the kitchen which involved removing and replacing latch hardware on multiple panes, pulling and re-installing the vinyl grids from two French doors, removal of the film, scraping off the adhesive from the 12 panes involved, and cleaning them. This represented several hours of work for the two of us and you seemed to think it was a fair price for the work involved at the time. We finished the removal and installation for the day as you had requested, and, at the end of the day, you paid us and signed the work order indicating you were satisfied with the work performed. Before we left, you said that you would be in touch to let us know which of the new samples you wanted to install on the kitchen and living room windows. Instead, this is the first we have heard from you since then. While we appreciate your compliment on our efficiency and the quality of our work, we are saddened that you did not reach out to us to indicate your dissatisfaction in some way other than giving us our first and only 1-star review. We would have welcomed the opportunity to continue to work with you until you were satisfied. We wish you the best of luck in the future, Alex and Laura Draeger