Kelsie Kasberger says, "We originally went with square oaks because of them being a small business, veteran owned (my Dad served with the owner) and because of the good reviews. Initially everything started out great, the salesman came over and we ordered the windows. They came in after about a month, and installation was scheduled for early July. Half of the windows came cracked, so they had to be reordered. The team came back at the end of August to finish the install, excerpt they were missing the laundry room window. The crew didnt know the 2nd laundry room window came damaged so it had to be reordered again. We understand that they cant help if things are damaged in shipping or from the manufacturer, but communication seems to keep being dropped, leaving us as the customers in the dark or forgotten about. We were told by the office manager as well as another employee in September via email that we were going to be compensated $1000.00 due to the inconvenience that has been now a 6 month project with consistent issues from the manufacturer. We were told the installation crew would bring the check (why not mail it and be done with it??) The crew came yesterday to install the final window and everything looks great, however they did NOT have the check that was promised. I emailed the manager, late morning and my husband called and left a message and so far its been radio silence. I am hoping they get back to us and make this right because even though the windows are great, the crew that installed the windows were great, the disorganization and lack of communication from business to consumer and apparently the office to the installers seems to be lacking. I fully support veteran owned small businesses, but just the lack of communication and not fulfilling the promises makes me regret working with them.Edit 10/20/25:The company followed through and gave us the refund as promised initially. It took a few weeks longer than when promised but we did finally receive it. We appreciate them making things right regarding everything with the cracked windows and the job taking 6 months to complete, however the lack of response via email or call back is still frustrating. They were helpful when my husband or I made a phone call however and they were always polite and courteous. Would I use them again for a future project? Maybe, but am hesitant. The windows look awesome and work great and we are happy with them, but the customer support response is what makes me hesitate. Are they a bad company? No, theyre not. I understand things happen, and it just so happened to be that we were one of the unlucky ones with some aspects of the project. We cant change it, but are thankful the company stood by and made it right in the end. I updated from 2 stars to 4 stars, as the windows are great, the installers were great, the warranty is great, and they made things right in the end."See more
