Frequently Asked Questions
Welcome, and thank you for the opportunity to answer your questions. We believe knowledge is power and that it’s important for us to take time to fully answer the myriad of questions involved in completing great home projects. Don’t worry, we’ll make the project simple. We guarantee it.
Q – What do you mean by “Relax”?
Though projects are complicated, from design to execution, we want your experience to be stress-free and satisfying. We take care of you as if you’re family and friends. Known for exceptional customer service, our dedicated project team takes care of all the extensive details, from beginning to end, so you can relax and enjoy peace-of- mind, not more stress. As they say, “hire the best, forget the rest!”
Q – What do you mean by “Discover Charles Value”?
We want you to discover that quality projects can be made simple…peace-of-mind for you, and great value for your home. Our unique Complete Service package delivers the best project experience available:
- Consultation for your best solution: Value starts with our sitting on your side of the table with unusual consultative expertise in design, construction, product selection, and budgeting.
- Made-in-USA Products with the Quality YOU Expect
- Dedicated Project Management Team
- Peace-of-Mind Installation by Award-winning Specialists
- Worry-Free, Lifetime Protection (Warranty) & Care
We guarantee you the Best Value of any project company. We will sit at the kitchen table with you and any competing company to discuss your project, apples-to- apples, and your best and least stressful path.
Q – What’s the difference between a “consultant” and a “sales rep”?
Unlike other companies, we sit on the same side of the table to help you make the important decisions about your project – we have consultants who advise about your project, not sales reps pushing a “sale” of product nor pushing for a “one call close”. Our people help with design, product selection, construction issues, budget, and other considerations to put together the very best solution. We think knowledge is power.
Q – Is it true you won a national award for Excellence in Installation?
Yes, Window & Door Magazine, the industry publication, named us Dealer of the Year, for Excellence in Installation. We were nominated for this national award by a major window manufacturer.
Q – Why do you say your installers are the best in the industry?
Because our installers won a national award, have more than 20 years successful history doing only this (no kitchens, decks, roofs, etc.), and independent ratings confirm the statement. And the final proof – we proudly guarantee our results…with a lifetime warranty.
You should also know that our installers are:
- Long-term employees (most over a decade), not subcontractors
- Specialists, not generalists
- Experts in water infiltration, the biggest risk in installation
- Certified by Installation Masters
- Completed at least a 2-year training program
We’re also proud that our lead technical guru is regularly sought by manufacturers to advise them regarding installation issues.
Q – Why do you say “installations are not all the same”?
- The devil is in the details, and process, materials, and experience really matter. These can only be conquered by award-winning specialists, not generalists or handymen who can cut corners for lack of experience with these details.
- Water infiltration is the enemy, so work the experts. We deal with it daily, and so, to protect you, we’re the only window/door/siding project company in the Bay Area with certified water infiltration expertise.
- Doing It Right in the First Place is your least expensive option. With us, there are no future correction costs.
- We’re Not Scared to be Compared: our installations are open to anyone’s inspection (is theirs?).
Q – What is the biggest worry in installation?
Water infiltration (the #1 source of construction litigation). Not done well, correction costs can be from 100% of original project cost to “shocking” levels.
We’re the only window/door/siding project company in the Bay Area with certified water infiltration expertise, including exclusive membership in Westcon, the elite group of water infiltration forensics experts. One of our owners is an expert witness for window and water infiltration.
Q – What can I expect during installation?
We make the installation process as painless as possible to your daily life. We do daily cleanup to spotless (no mess left behind). We are at all times courteous, informative, and helpful. We stick to the schedule. And yes, we respect your pets.
Q – Do you offer repair services?
Yes we do, we offer glass replacement, Door Repair and Adjustment, Weatherization, Hardware replacement, Window Repair & Maintenance, as well as service advice and consultation
Q – What product lines do you carry?
We carry Marvin, Integrity, Milgard, Simonton, Andersen, All Weather Architectural Aluminum, and Stile as well as Simpson, AG Millworks, Whitebird, Masonite and Plastpro doors. In siding, we only deliver James Hardie fiber-cement siding.
Q – Why do you carry those and not others?
We only offer made-in-USA products that we are 100% confident will meet our and your standards of quality. But just as important, we expect manufacturers to meet our standards of exceptional customer support, and if they fail, then we cannot represent them to you. Remember, we’re on your side, not just a “dealer”.
Q – Are you important to those manufacturers?
We are recognized as a special company that focuses on quality and intensely represents our customers:
- Marvin: The Bay Area’s only Omega (highest level) Installing Dealer.
- Integrity: The Bay Area’s only Omega (highest level) Installing Dealer
- Milgard: Largest Certified Installing Dealer (Marin, SF and near East Bay)
- Andersen: Only Installing Dealer (Marin, SF and near East Bay)
- Simonton Windows: Largest Premier Dealer (Marin, SF and near East Bay)
- All Weather Architectural Aluminum: Premier Installing Dealer (Marin, SF, near East Bay)
- Stile: Authorized Dealer for custom wood and kitchen casement windows
- Simpson Doors: Authorized Dealer for contemporary and traditional wood doors
- AG Millworks: Authorized Dealer for European and Traditional Doors
- Whitebird: Prime Dealer for custom wood doors
- Masonite: Prime Dealer for doors
- PlastPro: Authorized Dealer for Fiberglass doors
- James Hardie: Bay Area’s highest-rated Elite Preferred Dealer
Q – What decisions are involved in choosing the right products for my project?
There is no such thing as a “standard” window-every replacement window is custom-built. Even the obvious definitions, such as style and color and hardware, require a deeper level of detail, not to mention ensuring the right custom dimensions. Our consultants work with you to include the full range of additional considerations, such as energy efficiency, maintenance, fire requirements, egress, code issues, and so forth. We also have an award-winning showroom for you to experience the product directly.
Q – How can you offer lifetime warranty?
Very simple: we do it right in the first place. Our experience, intense focus on quality, and expertise in construction and water infiltration, allow us to stand by our work with lifetime labor warranty. Our independent ratings, national award, and longevity confirm that this is a reliable value to you.
Q – What do you mean by “Lifetime Protection & Care”?
We stand by you long after the project is complete. For peace-of-mind, our Protection & Care includes:
- Guaranteed to have no future correction costs
- Lifetime warranty on installation work
- Full manufacturer’s warranty
- Representation on warranty issues with the manufacturer
- No-charge service calls
- Ongoing advice and support from our Experts
Q – Can these projects increase the value of my home?
According to Remodeling Magazine, replacing windows is the #3 highest return-on-investment (ROI) home improvement. For example, in San Francisco, resale value averaged 109% of project cost. Interestingly, fiber-cement siding is the #1 highest ROI home improvement, with up to 190% return.
Q – How can I afford these projects?
Home improvement is an investment. To start, we believe the lowest true cost comes from doing it right in the first place, thereby avoiding fixes and repairs (from water leaks) later, which can be shockingly expensive. Then the good news is that there are also some very interesting financing options available. For example, an average home could be completely re-sided with Hardie fiber cement for as little as $200 monthly-equivalent loan payments, which means it’s a more economic option than painting! Average window and door projects would be even less.
Q – Is low-payment, long-term financing available?
Yes! We are particularly excited about the PACE programs, which offer 25-year financing that does not depend on your credit rating (nor affect it), can be tax-deductible, and is paid through your property tax bill (which also means sometimes the first payment can be as far as 18 months out!). Our selected program is CaliforniaFirst…click the logo for more information. For example, monthly-equivalent loan payments for window replacement could start at $70 per month, and start at $200 per month for siding projects.
In addition, there are some excellent standard home improvement financing programs. Our preferred program is LightStream…click the logo for more information.
Q – Do you have independent reviews of your work?
Yes. We are proud of our exceptionally positive results (highest rankings and 100% satisfaction scores) with Guild Quality and others. These groups conduct fair third-party surveys (sometimes customers are more direct with third-parties!). Our national award for Excellence in Installation also speaks highly.
Q – What do customers say?
Recently, readers of the Marin Independent Journal chose us as the Best Window Company. See what some of our customers say:
The Charles Window & Door staff was professional, thorough, and accommodating. They not only did high-quality work, but it was obvious they cared about the customer experience. They even offered to come back and fix some areas of trim and siding after I get my garage doors and decks installed, because I didn’t realize that not having those things completed would affect the siding job. I was very impressed with the company, quality of work, and customer service.– Arian in Petaluma
Beginning with the sales person, who had all the right answers and ideas, it was a very positive experience. Due to the location of the house, the installation was a very challenging one. The installers, led by a real craftsman, came up with a very impressive installation. None of the problems usually associated with remodeling contractors had to be endured. Even the paperwork and other administrative contacts were very positive. A very recommendable company indeed.– Hans + Eleonore in Mill Valley
Charles Windows & Door made installation of our windows a very welcoming experience, from meeting with the estimator to the installation of the windows. We would highly recommend this company for your home projects—they are the best.– Linda in Pinole
I have used this company several times over the years for windows and siding. They have always given me a competitive price and delivered expert craftsmanship and quality. I would recommend Charles Windows without hesitation to anyone seeking a good quality window job.– Kevin H., San Rafael
I wanted someone who could do the whole thing and provide service. I expect people to be timely and mean what they say. I went with Charles because I wanted the look, and I got what I expected.– Betsy in Petaluma
I was initially told that Charles Window & Door was the best but was going to be way out of my price range. Turns out they were very competitive, and with the double lifetime warranty and excellent communication, we went with them. Expectations were set and exceeded. I have since purchased again, as has a neighbor.– Rob + Cassie in San Rafael
Not the cheapest, just the best. They say what they are going to do, and they do what they say. Job done, site cleaned up. Looks great. What more could I ask?– Jon in San Rafael
Charles Window & Door is a wonderful company and we have been very pleased with them. They have a wonderful staff and wonderful installers.– Donna in San Rafael
We were extremely pleased with the work done by Charles Window & Door. They installed a new front door in a tricky location, which works perfectly and looks terrific. We would definitely use them again.– John in San Rafael
They are my first choice, always– Charles in Petaluma
Charles Window & Door gave us a variety of product choices and did their work on schedule, on budget, and with no problems. We will continue to use them on further projects– Ron in San Rafael
Charles Window & Door is the best in the business, with service, quality of materials, workmanship, and the people who know how to do it right.– Michael in Sonoma
They provided high quality from the very beginning. I’ve been in the construction business for 40 years, and I appreciated their ability to perform in a very professional manner.– Ed + Linda in San Anselmo
ADDITIONAL AREAS OF EXPERTISE
Eichlers have been a specialty of ours for over 20 years. As the industry recognized expert, CWD offers solutions that preserve their style and authenticity while upgrading energy efficiency, ensuring water tightness and enhancing the houses’ overall beauty.
Charles specializes in window, door and siding design challenges of a fine home, such as hill and water settings, multi-levels, historical preservation issues, maximizing views for grandeur, and architectural consistency.