When I first called Factory Windows Direct, LLC I had to leave a message, The call was returned within 20 minutes by Marc, who explained he was the owner of the company and would love the opportunity to work with us. I am in the residential rental business with numerous single family homes and apartment buildings. I have worked with other window companies in the past and have always felt as if I was nickeled and dimed at every turn. I honestly did not feel that way when I was speaking with Marc. I purchased 18 windows from Factory Windows Direct, LLC for a property in University Heights. I was told the windows would be ready for installation in approximately 2 weeks and once ready, I would receive a call to set a time and date for installation. My windows were installed within 3 weeks of ordering them, The installers were courteous and respectful of my property and cleaned up behind themselves. There were no hidden fees or any attempt to charge for additional unnecessary work or any of the games that other window companies have played in the past. In the end, I received exactly what I was told, in the time frame I was promised, with one exception, one of the old windows must have been leaking and rotted the wood under the window, The installer called me over to show me the damage and told me he would replace the rotted wood at no charge. I was extremely satisfied with and would recommend them highly.