Paradigm Windows - Portland, Maine

Joseph W.

I spent over $50,000 on hurricane impact resistant glass windows only to find out about six months later that they no longer make the windows I have been trying since the windows were delivered to get replacement parts. it’s going on two years I still cannot get all the parts. And it’s nothing major. I need some sash locks and some missing buttons. you can never get anybody on the phone. And they never answer your emails. It is the worst company to deal with. I should have gone with Anderson. Basically, you can wipe your ass with their warranty. Because they’re never going to honor anything.

Christine L.

Worst customer service experience with Frank in service. The distributor said these are good windows, and while the windows are decent the warranty customer service is horrible.

My husband and I dealt with a guy named Frank in service and getting this guy to help you with anything is like pulling teeth. We had a window less than 1 year old with a stress crack. The distributor gave us the link to submit the claim which we did, got confirmation that it was submitted, and we took pictures of the crack, the product ID label and sent all other information they needed back in February. Heard nothing as of late April so we asked for an update from Frank. Absolutely nothing back. We probably left 4 voicemails over the course of a few weeks with no response.

We did not hear anything back from him so we reached out to the distributor, and when we mentioned that we’ve been working with Frank they said we’re “not the only ones having issues getting a response” and they’d do their best to get a response from him. After waiting 13 days for a response they said you guys must have “forgot to put the order in” and will get it “expedited”, yet it came in 7 weeks later. Frank could have just told me that, but instead decided to ignore the issue for months on end.

We JUST received the replacement. The lack of communication and the unnecessary delays is extremely off putting. For the amount of money y’all charge for a window you can afford better training and hire adequate staff to handle these issues.

Josh U.

4 years after purchase, their windows bowed outward at the middle leaving a 1/4-1/8 in gap. Their rep said it was the heat (I am in New Hampshire), handed my contractor some weather stripping. They don't stand by their product.

Julie M.

These windows do not hold up, I had some sashes replaced two years ago, covered under my lifetime warranty thankfully. Now I am replacing screens ( not under warranty) and it is a horror show to get the screens. The dealer I was sent to does not take credit cards over the phone, today I went back to pick up the screen and it is the wrong size. They said they used the serial number from the window but it is not matching. Not a good process and awful customer service.

J D.

This has been a very stressful experience for me as a new home buyer.

Beautiful black windows with large frames all damaged; scuffs chipping discoloration. Took about three weeks to get ahold of the proper employee to start the warranty process. Need all window sashes replaced and sliding door sash/ tempered glass as glass had gnarly scratch (detected by serviceman).

First trip up to the house sashes are damaged beyond anything I’ve seen. The service man was embarrassed and stopped opening the sashes as each one was in progressively worse condition. He called his manager and stated new sashes would be ordered with an improvement In quality control measures.

They send out a painter from New Jersey to paint window frames. Did a good job, some overspray but it was cleaned up relatively easily.

Six weeks later arrives at my house to replace sashes. The company ordered the wrong type of glass for the window sashes. They come up to install sliding glass door tempered glass and the panel had a different appearance compared to what was originally installed (wife is not happy!).

So now I have to wait who knows how long to get replacement sashes installed and a new door sash with glass. It really is an inconvenience to take off work, clean up, and hope indoor window trim does not get damaged as anything is possible.

Matt and Cody have been pretty good. They’ve taken accountability, respond relatively quickly, and it seems their quality control has improved as new sashes with incorrect glass type appeared undamaged (paint was intact with no defects). I’ve read the responses to one star reviews and feel better that quality control is a primary focus.

I will update this review once the work is complete. I want to love the product as the windows are extremely efficient with an amazing look… but this experience has really deterred me from wanting to install their painted products again. Will update this review when warranty work is completed.

Update: 99% of the imperfections corrected by techs. Matt is top notch. Just waiting on a sliding door. I love these windows and hope quality control issues going forward are resolved. Last picture includes repainted trim, two new sashes that were resprayed. Thank you Paradigm.

Abigail M.

Windows are good, but unfortunately the customer service is not. I had to submit a warranty claim and communication is nonexistent. They ordered a replacement (according to their service rep after I reached out) but was never informed. Now I’m expected to drive to Portland to pick up the replacement/ dispose of the broken window.

A product is only as good as the customer service, and Paradigm is considerably lacking.

Jason J.

Just had 8 paradigm 8300 windows installed. In about 3/4 of all the windows the moulding in the corners is rounded. Looks very sloppy when there is a mix of some squared corners and round corners. A rep did come out and tell me that were all in spec though. They just look bad.

Jim S.

Good window. Service is non existent. I've been buying these windows to install for my customers for years on end. I have called at least 20 times for questions about the window, patio doors or warranty issues through out the years. I listen to all of the prompts and I have tried all the extensions to get a human. I just get to leave a message with no call back ever!!! They are getting greedy on costs as well. Now I'm looking for a new window company to sell their windows.