In January, 2014 we ordered triple pane windows for our entire house (11 total); a pre-hung insulated door; and a sliding glass door. Matt from Denali Windows was the salesperson and when he came to our home to measure and help us decide on the windows, we discussed the options for all, including replacing the main door with an insulated door and the choices for the sliding glass door. This was the third company that we had provide an estimate and their estimates and prices were excellent. We were (and are) very satisfied with the quality of the windows and the install and would have given the company an A+ for all work until we encountered an issue that left us both frustrated and disappointed. When we selected our windows and doors, Matt specifically asked if we were going to keep the existing screen door from our main entrance. We responded that we would likely replace it with a new screen door (although it was not old - we were not certain how the existing door would look with the new pre-hung door) however we wanted to wait until after the installation to evaluate how this door would look against the new trim or whether we would purchase a new screen door. At this point in our conversation - he simply acknowledged that this was fine and never indicated that there were any concerns. The window / door install went well. The supplies were received within the expected time frame (6-8 weeks); and the installation occurred in March, 2014. The team (led by Tony) was professional, respectful and completed the work within 4 days as predicted, and we were fully satisfied with the outcome. Paul came to inspect the job after it was completed and we signed off on the job, however indicated that we would be ordering a new screen door. Paul indicated that we should simply call when the door came in. A few weeks later, when hanging new draperies I noted that one of the screens had a hole in the frame - likely from shipping. Of note - this was probably noted when the workers placed the screen in the window (it would have been impossible not to see it) and they did not call my attention to it, however we did not see it on the final inspection. We contacted the company, sent pictures and they did not question our finding, ordering a new screen which was delivered within two weeks. At this point - the company still deserved an A+ rating. We ordered our screen door / storm door a few weeks later and it did take about 6 weeks for it to arrive in Alaska. We notified the company and waited for a return appointment. The responsiveness from the company was slow, and after they did call, they indicated that Paul was working out of town (in a village) which was why there was a delay, assuring us that they would be in touch. Time passed, and after numerous calls they finally responded and indicated that a special piece would need to be ordered for the door to accommodate the screen. Although we had specified that we were going to install a screen door / storm door from the beginning - the door had not been ordered 'storm door ready' and therefore, another delay. When the part finally came in (about 4 weeks later - now we are into July) - we had to wait until a convenient time for Tony to come out to install the storm door. When he did - he found that the company had ordered the wrong part for the frame and therefore, another part had to be ordered. Another delay. We asked for a 2 day air shipment, however this was not done. Another 4 weeks later.........August.........and the part finally arrived. All throughout the summer, we called this company week after week, with poor response. At one point Matt stated 'no-one puts a screen door on an insulated door anyway..........' - as if I was to blame for their inefficiencies. It might have made sense had he voiced his concern in January when we indicated that we were going to put a screen door on the new door. I simply happen to like opening my door in the summer and enjoying fresh air. Long story short - the correct part finally came in. Tony returned and did an incredible job installing the door. I cannot say enough about their skill and professionalism. Four weeks later I received an invoice for the work for $150.00. Although I expected the invoice I am disappointed that there was no consideration for their part in this delay, the company's overall lack of responsiveness or their error in ordering the correct part and the delays in installation. Of note - we had no screen door from March through early September - it was finally installed 9/11. Also - the contract indicates that we agreed to the price - which was I believe mentioned in passing and is an appropriate price, however should have been discounted or even waived given the delays and company errors. Our concerns are not related to price at all, but simply a company that does not demonstrate an understanding of customer service and the expectations of a customer, nor the concept of service recovery. I received the invoice a month after the work was done and will pay in full however would have appreciated some acknowledgement on the part of the company for their errors in this final component of our work. A small discount acknowledging the delays would have been appropriate. I would have simply waived the fee if I were managing this transaction. I would recommend this company for the quality of their work and the materials that we purchased, however their responsiveness and understanding of service recovery leaves a bit to be desired.