Complaints

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• Initial Complaint

  Date:08/13/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  One of the windows has a defect and I contacted the company the very next day after they installed it to notify them about it and I was told that I had to pay for the labor of a new window to be installed. The windows cost me $5300. The window came from their factory defected and I shouldnt be paying for the labor when they were notified about it the very next day. During the winter I saw lots of ice forming inside the windows. My contract clearly says 20 year and 1 year labor.

  

  Business Response

  Date: 09/12/2023

  Our service department head and company VP, *******************, was in contact with ***************************** since November 2022. She had reported a flaw in the glass that was visible from a close distance. **** explained to her that there are glass industry allowances for imperfections and that a scratch has to be visible from 9 feet away in order to be considered for replacement. I have attached the document we are instructed to use by the glass producer when judging scratches and other issues.

  In an attempt to work with the customer, **** offered to remake glass for her at our cost, but asked that she cover the labor fee, which she refused to do. Below, is a copy of Jacks correspondence with ******************************

  Please let me know if more information is required.

  Thank you for your assistance.

  **********************************;Advanced Window Corp.

  Accounting & Payroll Department

  *********************************************************************

  *****************-379-4060 Fax www.advancedwindow.com

  Customer Answer

  Date: 10/04/2023

  Complaint: ********
  
  I am rejecting this response because: Good Morning please re-open case #********
  
  Sincerely,
  
  ***********************;    

  

  Business Response

  Date: 10/19/2023

  Good afternoon. We're very sorry to hear about the formation of ice. This is something that *** occur with new windows during the winter when there is a lot of humidity in the home and there are very cold temperatures outside. With new windows, air that previously escaped through drafty frames will now be locked indoors. The moisture in the air will settle on surfaces such as window glass, walls, mirrors. Please read through the attached information that explains the reasons behind water and ice condensation on new windows and how it can be stopped. In regards to the glass, our offer to fabricate the replacement glass still stands. We're happy to make it without any charge upon request by phone or email. If someone could bring the section into our factory when the glass is ready, we'll switch it while the person waits, also for no charge. Thank you/ ******************* - VP and Head of Repairs and Service