Murray Window and Door

I have Fleetwood and Sorpetellar doors and windows. I had unhappy problems with the install from the contractors (not related to Murray Window & Door) during my house build, but Murray W&D sent Preston who was super professional and fixed and adjusted my sashes and damaged weather stripping. A really good experience!

Carol and team were fantastic. Not that we didn’t hit a few snags along the way, but anyone having had major construction done know that’s a fact of life. The key point is how well the contractor handles it and your ability to stay involved in the project.
Both Carol and the installation team bent over backwards to meet our expectations. This is was a very large window and door project with lots of custom sized and shaped windows.
The work they did was great, the Anderson Renewal windows are wonderful (especially love the energy savings with reduced heating and air conditioning) They look great, very secure and didn’t have significant reduced window size typical for other retro-​fit windows that we looked at did. Anderson quality of construction — both the wood composite and the hardware were impressive.
The project was generally on time even though we had to wait on some deliveries from Anderson due to back orders on custom windows and large sliding doors. Again, we anticipated some delays since we’ve done lots of construction and remodeling to various homes we’ve owned.
We had one window with some issues in terms of how easily it opened and closed. Their people were out within a couple of days to fix the problem.
Carol worked closely with us on selecting the windows and making sure we had all of the correct dimensions as well a good understanding of what in would entail to replace all of our windows. Replacing windows is a major undertaking requiring good planning.
People who come it a project like this thinking that its simple to replace windows and they can just get prices in one phone call will probably be unhappy with any contractor /​window supplier they work with. We talked with lots of vendors before selecting Murray. Carol was upfront with the challenges and the scope of the project — not some sales person who simply gave us some prices, fancy brochures and said don’t worry, we’ll take care of everything.
Overall, totally satisfied with the company, the install and the product. Would use them again when we need to replace windows in our next home.

New Home Construction– Terrible Window Experience
My general contractor made me work with Murray. A disaster. No help whatsoever from the Murray sales person. One window ordered incorrectly– not tempered glass in a bathroom– had to be reordered– which cost us one month in getting final inspection signed off from the city. It’s now taking months to get replacement screens. They are expensive and you get no service. They simply shouldn’t be in business.

I broke a screen corner insert on a Kolbe & Kolbe window. These fine folks got me a new set within a couple of weeks. They worked perfect. Their showroom is awesome!

I can clearly see why these guys were lowly rated in the first place. I tried calling the Campbell office and spoke to a Lisa. All I wanted was to get an idea of a price range for a folding style window for a bar window opening. My goodness… I think I just spent 5 mins listening to her highty mighty lecture rather than being informative. What’s so hard to give someone an idea of a price range or have another rep call me back with a price range. I think she actually told me that they are a high end vendor only… ok. Is it ok for a homeowner to get an idea of the product price range before he proceeds to committing to an architect/​remodeling project? SMH.
BTW, a quick call to Out of the Woods in Salinas solved all my problems. Amazing how a little attention to service can go a long way.

We met with Carole, the owner, in spring of 2012. She was friendly and responsive but it seemed to be taking forever to nail down all of the details of our large project (new house). We were emailed multi-​page PDFs with confusing abbreviations and specs so we really needed to spend time face to face to figure it all out. We met with Carole a few more times over the next 2 or 3 months and the changes were very slight but everything was eventually fine-​tuned and the trigger was pulled late summer 2012 with a delivery date of 6 to 8 weeks.
As we neared the 6 week point, I called Murray Windows to find out what their anticipated delivery date would be and learned that it was another 6 to 8 weeks out (in other words, they’d forgotten to place the order). The rest of the house build was at a complete standstill while we waited for the doors and windows so the house sat motionless for the next month and a half until everything eventually arrived in mid October.
It was a very large order — about $ 65,000 worth of doors and windows. With an order this size, you’d expect at least one glitch so I’m not penalizing them for the errors. Instead, I’m reviewing them based on HOW THEY HANDLED the errors.
We had a window that was supposed to be white but it was brown. I wrote Carole about this on October 15^th 2012 and even though I texted and called and emailed many times over the next 5 months, it wasn’t fixed until sometime in March of 2013 (painted, not replaced). This was after the house siding on was on and the drywall and bullnose inside the house was installed. It was a simple problem if they’d fixed it in 2012 but a BIG problem after they ignored us for nearly 5 months! Completely unacceptable!
There were other little issues (broken screen latches, screens set up backwards — twice, etc) but the biggest complaint I have about Murray Window is that their customer service seemed to drop from 100% to 5% the minute they had our money. It’s hard not to take it personally when that happens.
The final straw came in summer of 2013 when the hardware and screens were finally delivered. We’d incorrectly ordered (yep, our fault) white hardware for our daughter’s bedroom because we thought the windows would be painted white but over the course of the 15 month build, we changed our mind and decided to stain the windows so brown hardware made more sense. Theoretically, this shouldn’t be a problem since the standard white hardware also comes in standard brown (same price). I called Murray window to see if we could swap out the hardware and my request was met with utter contempt from Lisa (there are two working there and only one owns the flying monkeys). She seemed personally insulted that I’d ask for an even-​steven swap of the hardware and ended our phone conversation so abruptly and rudely that my heart was about to pound out of my chest. I immediately called another Eagle window dealer and was told that they were more than happy to trade my unopened white hardware for any of their brown hardware and would gladly order any additional sets at no cost. Phew! So THAT’S what good customer service feels like!
I wrote Carole and told her that we were saddened that our business relationship started so stellar and ended with us feeling completely abused and she wrote back with a response that feigned sympathy while not quite admitting any responsibility at all for our bad experiences.
We worked with many contractors during our new home build and most were favorable but this one was the most disappointing. I can’t favorably endorse this company at all.

my review is solely based on the reckless driver driving the company truck on the 280
south. Not a very good representation of the company. If that person is that reckless driving during
rush hour I can’t even imagine how he would be working on my windows. Management may want to share some safety videos for their drivers.

Same experience as Harris W. Very frustrating. I just ordered an entry door, no windows. They did not place order timely. Late on quoted delivery. Door had different detail than requested and agreed. They suggested a specific patch/​repair, and I agreed. Patched surface cracked and raised leaving white lines and uneven surface within six months. I discovered they did not use same patch/​repair material as agreed. The material they used is know to have issues for this type of use. I would not have agreed to patch/​repair with that material. During the entire process the salesman was slow to respond or did not respond at all. I deeply regret not buying a different door from a different company that I was considering.

Keith Cassingham in the San Carlos office is a wealth of information. We have Eagle Windows and Keith went through every option and made sure we understood every aspect of the windows. From the molding and frames to screens and hardware. So great to work with such a knowledgeable person and company. I would highly recommend working with Keith and Murray Windows and Doors.

I couldn’t be happier with Murray Windows. My contact has been with Lisa and Preston. I have a house full of Eagle Windows recommended by my contractor. The glazing started oozing and dripping down the windows. The shop I bought them from is no longer in business, but Lisa dealt with the Eagle Window sales rep to warranty the windows and repair them. Preston came out, scraped every edge of the windows and resealed them with clear caulking. Thanks to everyone at Murray for making my windows look like new.

Frustrating experience from beginning to end. Staff lacks accountability, service and follow-​through. Owner not engaged. Our General Contractor salvaged the relationship.