We have received your most recent correspondence regarding the *** home. We stand by our prior statements - this situation is not related to a manufacturing concern Further, it is specifically excluded by the warranty terms. Per the claimants request, a sample copy of the 2007-warranty is attached. If anything further is needed from us, please let us know
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.I do need to comment on the service that is *** ***I am not satisfied with the tech that installed the casement windowHe did not clean any pf the residue that was left on the window frameThe windows are manufacture here in YumaWhy is there not a tech who is trained in Yuma who can service this area? Building supply companies such as *** *** Company sell Alpine windowsWhy are not such companies contacted and trained to handle client's needs?
Initial Business Response /* (1000, 5, 2015/10/02) */
We have received your correspondence regarding the windows in the home of Ms. [redacted].
As indicated by the homeowner, we received her information in July. The claim was evaluated on 9/29/15 and additional information was needed from the...
homeowner. We reached out to Ms. [redacted] and were able to gather the missing information. We are working with a local window service provider to arrange for the repair of the windows on her home.
If further information is needed from us, please let us know.
Initial Consumer Rebuttal /* (3000, 7, 2015/10/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I accept their offer to replace the window panes. However, the window panes have not arrived so I do not want to close the complaint yet. I contacted the local business that will be doing the install and they said they would contact me once the window panes have been received and they have checked them for damage. They estimated the window panes would arrive on Thursday or Friday, but they did not arrive today (Thursday).
Final Consumer Response /* (3000, 10, 2015/11/02) */
Revdex.com had phone conversation with consumer. She stated that the installer came out, but the situation is not resolved: One window pane was not shipped; one pane was scratched; and one pane is chipped. She would like this resolved immediately.
Final Business Response /* (4000, 14, 2015/11/05) */
We have reviewed the most recent comments from the homeowner.
As she indicated, we did contact her and request that she send us pictures showing the problem with the 2 additional pieces of glass. If we receive pictures showing the issue on her windows we will provide her replacement materials. If she is not able to show that a problem exists, we will still release the one unit that was not shipped previously (our error). We would ask that she let us know if that is the case so we cna release the one.
Following the repairs on her home her manufacturer's warranty will remain in full effect. Accordingly if a problem develops in the future, we would still assist her under the terms of her warranty.
If we can be of further help, pease let us know.
Initial Business Response /* (1000, 5, 2015/08/18) */
We have received your correspondence regarding the home of [redacted].
Our records inidicated that the job was completed with the October 2014 contrator visit and the file was accordingly closed.
In speaking with the contractor...
today, and reviewing our records further it was determined that the file was closed in error. We failed to recognize that additional service was required on this home. Accordingly today, a new file was opened - ([redacted]) and the material required, as listed form the prior visit, was ordered. This is 4 units. The labor will be performed on these 4 units at our costs. It is regrettable that the homeowner has not spoken with anyone from our offices in over a year. We encourage them to contact us, should the need arise, as our phone system now provides call backs, if requested, to callers who are on hold for more than a few minutes. Had we caught this mistake earlier, it would have been repaired earlier.
We apologize for the confusion and will work to repair these units as soon as possible. However, we can not commit to a 30 day time frame as requested as we do not have direct control over the contractors who perform this work. We can only commit to completing the work as soon as possible.
When the contractor arrives to complete this repair, we encourage the homeowner to tell them about any additional units that may have experienced issues. We will then evaluate those units as needed under their warranty terms.
If we can be of further assistance, please let us know.
Initial Consumer Rebuttal /* (2000, 7, 2015/08/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Since the company has accepted it's failure that the job was completed in error we will accept their promise to fix the remaining 4 units. We checked all the windows again, and there are two additional units that will need to be fixed, the last file that we were working has this information, the previous contractor was notified of these two additional units as well. We would like these two units replaced as well.
We would like to have someone call us from the company within the next two weeks to finalize the repair dates and work out the details. We will reopen this case if we don't hear back from the company within that time.
Thank you.
I am rejecting this response because:I called them so many time. All the time,they give me the standard answer, I will receive the shipment within 2 weeks.However, I never receive anything so far.Now, the respond from the business was similar as before.They shipped out on 28 OCT 16, I will receive soon.Same as before, they never provide tracking information, they also can't check the shipping status even by themself. I am not sure I can receive the shipment or not within 2 weeks. More likely, one more bad circle will run. I will not satisfied with them until I really get the shippment.
We have received the complaint filed by Ms. [redacted] regarding her vinyl siding.The warranty which applies to this product, as indicated by the homeowner, has a specific hunter rating level used to qualify fade claims. If a panel from said claim tests above that limit, the claim would be approved...
for fading.However, this test can not be run on pictures. We would need to test a panel specifically to verify the fade level. The submitted panel is mandatory for us to complete that test. Without it, we would not be able to determine if the claim would be covered by warranty.We encourage the homeowner to submit the panel for analysis. It would be returned to them, typically within 2-3 weeks.If we can be of further assistance, please let us know.
Initial Business Response /* (1000, 5, 2015/09/22) */
We have received your correspondence regarding the window claim filed by Mr. [redacted].
The warranty which applies to Mr. [redacted]'s windows is a limited lifetime warranty and clearly indicates the coverage provided. For issues with the insulated...
glass unit, there is coverage for vision obstruction - which is currently being experienced by the homeowner and thus is covered. The warranty indicates clearly that Alside should replace the defective component (thus not the full unit) and that labor is not covered after the first year. Since these windows were installed in 2009, the remedy provided under the terms of our warranty is to provide the replacement insulated glass unit. This action has already been completed by our staff and the unit should arrive at the local supply center (Virginia Beach) on or around Wednesday 9/23. The homeowner may pick up the unit at his leisure.
Again, we are not obligated to provide the full unit, and labor is not covered under the terms of his manufacturer's warranty.
If we can be of further assistance, please let us know.
Initial Consumer Rebuttal /* (3000, 7, 2015/09/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The information provided in the written warranty does not relieve Alside windows from correcting a systemic manufacturing DFAC. Doing a simple Web search indicates that this is a common issue with their windows. Alside should be correcting this issue, not putting the remanufacturing of the window assembly back on the homeowner, and hiding behind vague legalize written into a warranty. Response from Alside not accepted. Recommend removing this company from the Revdex.com.
Final Business Response /* (4000, 9, 2015/09/25) */
We have received the newest correspondence from Mr. [redacted].
We have honored our warranty, which conforms or exceeds induatry standards, in providing him with the replacement materials needed.
If we can be of further assistance, please let us know.
We have received your correspondence regarding the home of Mrs. [redacted]. In reviewing this claim, it has been unresolved for quite some time. It is true that we lost our local distributor and for some time were without the ability to send larger pieces of glass to the area....
However, that was resolved. Unfortunately this homeowner was given incorrect information from one of our representatives. This job was re-assigned and is expected to be completed in approximately 2 weeks time.Our offices spoke with the homeowner today to apologize for the confusion. If there is any further information needed from us, please let us know.
We have received your correspondence regarding the home of Mr. [redacted].It appears there was some confusion during the evaluation process based on a different party being the original purchaser of these units. The warranty would be provided to the purchaser of the product as part of the sale and...
with this circumstance it could be perceived that Mr. [redacted] is the second owner as he then paid that party.However, as he was the owner of this home before the windows were installed and is still the owner today, we agree with his position that the warranty coverage should apply to him as the original owner. This determination was confirmed through a management review as the customer requested.Accordingly this claim will be approved under the guidelines of the applicable warranty which grants replacement units/parts as needed. There is no labor coverage in this warranty.We will have one of our team leads contact Mr. [redacted] to discuss this matter further and confirm any information needed for resolving this claim.If anything further is needed from us, please let us know.
We have received your correspondence regarding the windows on the home of Mr. [redacted].
Our files indicate that we received an email from Mr. [redacted] in mid-May and his clam was approved with the replacement unit being ordered on 6/2/16. That same day the job was assigned to the local...
contractor, but the assignment was never received.
Mr. [redacted] next called our offices on 7/18 (complaint indicates he filed this with your office on 7/7?). On that call our representative contacted the provider and learned of the issue. They confirmed receipt of the glass and the paperwork was resent. They should have already contacted the homeowner and would have discussed a scheduling date.
It is unfortunate that the original paperwork was not received. We certainly would have expected this job to have been done in late June, early July. We apologized for the delay on the 7/18 call, but will certainly restate that here. We apologize for the delay encountered in this claim.
We are confident that our local provider will perform this repair promptly and properly.
If anything further is needed, please let us know.
I am rejecting this response because:
I understand that the warranty in non transferable. The manufacturer has chosen not to back their product. A window has a life expectancy of 15 to 20 years. The crank arms are all failing after three years. This is clearly a defect in material or design. Unless the manufacturer claims that their window has a life expectancy of three years, they are misrepresenting Thierry product to the consumer. [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Even though the business sent me only the glass panes without the sash.
We have received your correspondence regarding the windows installed on the home of [redacted].As indicated to the claimant by our offices, we have located a contractor and re-ordered the glass. The glass was previously ordered and shipped out for installation by a different contractor,...
but the repair was not able to proceed. We are no longer working with that contractor in this area. As such, we located a new contractor and re-ordered the unit.The product will be produced at our Yuma, AZ plant (not Vema) and will ship from there. It will be delivered to the area on a full tractor trailer with other units for other jobs/sales. The logistics estimated the shipping time at 3 weeks, but not 3 weeks beyond production - 3 weeks total (2 weeks to produce and 1 week to ship). It should arrive for the contractor at the end of October. From there, they will schedule the job directly with the homeowner. We recognize the homeowner is dissatisfied with the amount of elapsed time, but our reliance on outside contractors to complete this work can, at times, cause unforeseen delays in our repair process. At present, we have confidence that our current plan will be successful. We will continue to pursue this repair until it has been completed under the terms of our warranty.
We have received your correspondence regarding Ms. [redacted].As indicated there were some concerns with these windows and quality control personnel directly from the plant were dispatched to resolve the matter. It has been reported to our offices that all known manufacturing issues have been...
resolved. The last was several new screens which should have just arrived or will arrive this week.If any additional manufacturing issues exist, the homeowner should file a warranty claim as indicated in her warranty coverage. Any submission would then be evaluated and acted on under the terms of that warranty.If we can be of further assistance, please let us know.
Initial Business Response /* (1000, 5, 2016/03/01) */
We have received your correspondence regarding the home of Mr. [redacted].
Our records indicate that a letter was sent to the homeowner indicating that we would be replacing glass only and that we received that letter back, signed. We also...
received their check indicating to us that they understood what they would be receiving.
The window in question is no longer produced, so under the terms of our warranty, the glass was provided rather than the full sash. This glass can be inserted into the existing units. However, there is no labor coverage under this warranty. Accordingly we can not assist with the labor portion of the repair.
Our offices spoke with Mr. [redacted] on Friday 2/26/16 and alerted him that, as a courtesy, we reached out to a local contractor and provided the contact info accordingly to each party. Hopefully Mr. [redacted] will be able to work out an agreement with this party for the installation.
If additional information is needed, please let us know.
Initial Consumer Rebuttal /* (3000, 8, 2016/03/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Although the business reached out to me to explain the issue with regard to the windows being discontinued they were supposed to follow up with me on Monday Feb 29 with regard to the local contractor and make arrangements to send me the hardware that needs to be replaced. I called and left a message for Ms. G[redacted] on Tuesday and still not heard back from her.
Final Business Response /* (4000, 12, 2016/03/14) */
We have received notice of the homeowner's most recent comments from 3/2/16.
Our offices had called Mr. [redacted] on 3/2 at 4:05 pm. We left him a message and sent him an email with the contractor's detail. Mr. [redacted] called our offices back on 3/3 and indicated to our rep that he needed additional hardware to complete the service - the notes list balances and possibly pins. We asked him which windows he needed the balances for and were told he would call us back with that information but we have not yet received that update from him.
Further, the contractor we located for him has reached out to Mr. [redacted] several times but has not been able to reach him.
We are awaiting a reply from Mr. [redacted] indicating what, if any, additional parts may be needed.
If we can be of further assistance, please let us know.
We have received your correspondence regarding the home at [redacted].This claim was listed under the ownership of Farrell when opened in December of 2017. It sold in January and is now under new ownership.Our evaluation of the submitted claim indicated that replacement parts were...
covered under the warranty terms and would be sufficient to remedy the problems being experienced. As such, they were provided. Our files do concur that there was some confusion on the ordering of those parts and it took several tries to get them what was needed. The applicable warranty is only responsible for manufacturing issues and does not cover any labor. We have fulfilled our warranty obligation by sending the needed parts to the claimant. There has been no issue reported to us which would validate the replacement of a full window unit. As such, this matter has been closed as complete. If we can be of further assistance, please let us know.
We have received your latest correspondence regarding the home of Mr. [redacted].As indicated in our prior reply, this siding is being affected by thermal reflection distortion - this has nothing to do with ambient heat or even direct UV exposure. We encourage the claimant to research the term online as there is a wealth of knowledge on the topic available. We have previously replied to the homeowner on this topic and referred him to specific websites for more information. The most common cause of this reflection is from low-E windows. These are designed to reflect heat away from the home and they must then direct that heat elsewhere. They can, at certain angles, focus intense 'beams' onto other surfaces causing heat far beyond what the siding is constructed to endure - regardless of any additional UV additives. It is not ambient heat or sunlight - it is reflected sunlight.The warranty which would have been provided with this siding purchase in 2008 would have specifically indicated thermal reflection as a non-covered item.Our warranty does cover manufacturing issues. If the homeowner, perhaps after researching reflection, still believes his home is being affected by a manufacturing concern, he can submit a panel to us for analysis. If a manufacturing problem is found, he may be entitled to assistance. However, if our analysis is correct, we will return the panel and maintain our denial.Based on the provided photographs we are confident in our decision and accordingly did not (and do not) recommend such an option. If anything further is needed from us, please let us know.
We have received your correspondence regarding the [redacted] claim. Our files indicate that his most recent submission in July was accepted as original ownership verification. However, we have no serial#s or original order information to validate which window size needs to be ordered....
As such, we have dispatched a local contractor to inspect the windows and determine what we need to order to resolve this situation.If the homeowner can provide the serial# from the window or even a different window in the home we may be able to avoid that delay. We will operate as if it can not be found unless told otherwise by the claimant.Our contractor will schedule the inspection directly with the claimant. If we can be of further assistance, please let us know.
We have received your correspondence regarding the windows installed on the home of Ms. [redacted]. As indicated by the claimant, we did approve this matter, calculate her costs, and send the offer out.However, when her email (and subsequent emails) came in August, we incorrectly interpreted her...
request as simply re-sending the offer.Upon receipt of this, we pulled up the 8/13 email and it is quite clear what the claimant wanted. We will have the proper offer sent to her today.It is important to note that this process may yet again generate the full offer to her. However, if that does happen, the proper offer, as requested, will then follow that email. We apologize for the misunderstanding and hope our received offer will permit the claimant to select a remedy that will work for her.If we can be of further assistance, please let us know.
As indicated by Ms. [redacted] we had invited her to file a claim if any problems persisted after the repairs. To our knowledge there are no repairs outstanding, so there was no issue to file a claim against.We would need Ms. [redacted] to indicate what was wrong with her windows in order to file a claim against them. It was assumed she had a warranty copy (which contains our toll free number and address), or that she would have looked us up online (warranty claims can be filed online as well) if she needed to file a claim.Regardless, we left her two messages last week – one on Tuesday 3/6 and one on Friday 3/9 – offering to start a claim for her if she called us back with the issue. To date we have no reply. We stand ready to open a claim for Ms. [redacted] if she notifies us what is currently wrong with her product. As needed our toll free number is 1-800-489-1144.
We have received your most recent correspondence regarding the *** home. We stand by our prior statements - this situation is not related to a manufacturing concern Further, it is specifically excluded by the warranty terms. Per the claimants request, a sample copy of the 2007-warranty is attached. If anything further is needed from us, please let us know
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.I do need to comment on the service that is *** ***I am not satisfied with the tech that installed the casement windowHe did not clean any pf the residue that was left on the window frameThe windows are manufacture here in YumaWhy is there not a tech who is trained in Yuma who can service this area? Building supply companies such as *** *** Company sell Alpine windowsWhy are not such companies contacted and trained to handle client's needs?
Initial Business Response /* (1000, 5, 2015/10/02) */
We have received your correspondence regarding the windows in the home of Ms. [redacted].
As indicated by the homeowner, we received her information in July. The claim was evaluated on 9/29/15 and additional information was needed from the...
homeowner. We reached out to Ms. [redacted] and were able to gather the missing information. We are working with a local window service provider to arrange for the repair of the windows on her home.
If further information is needed from us, please let us know.
Initial Consumer Rebuttal /* (3000, 7, 2015/10/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I accept their offer to replace the window panes. However, the window panes have not arrived so I do not want to close the complaint yet. I contacted the local business that will be doing the install and they said they would contact me once the window panes have been received and they have checked them for damage. They estimated the window panes would arrive on Thursday or Friday, but they did not arrive today (Thursday).
Final Consumer Response /* (3000, 10, 2015/11/02) */
Revdex.com had phone conversation with consumer. She stated that the installer came out, but the situation is not resolved: One window pane was not shipped; one pane was scratched; and one pane is chipped. She would like this resolved immediately.
Final Business Response /* (4000, 14, 2015/11/05) */
We have reviewed the most recent comments from the homeowner.
As she indicated, we did contact her and request that she send us pictures showing the problem with the 2 additional pieces of glass. If we receive pictures showing the issue on her windows we will provide her replacement materials. If she is not able to show that a problem exists, we will still release the one unit that was not shipped previously (our error). We would ask that she let us know if that is the case so we cna release the one.
Following the repairs on her home her manufacturer's warranty will remain in full effect. Accordingly if a problem develops in the future, we would still assist her under the terms of her warranty.
If we can be of further help, pease let us know.
Initial Business Response /* (1000, 5, 2015/08/18) */
We have received your correspondence regarding the home of [redacted].
Our records inidicated that the job was completed with the October 2014 contrator visit and the file was accordingly closed.
In speaking with the contractor...
today, and reviewing our records further it was determined that the file was closed in error. We failed to recognize that additional service was required on this home. Accordingly today, a new file was opened - ([redacted]) and the material required, as listed form the prior visit, was ordered. This is 4 units. The labor will be performed on these 4 units at our costs. It is regrettable that the homeowner has not spoken with anyone from our offices in over a year. We encourage them to contact us, should the need arise, as our phone system now provides call backs, if requested, to callers who are on hold for more than a few minutes. Had we caught this mistake earlier, it would have been repaired earlier.
We apologize for the confusion and will work to repair these units as soon as possible. However, we can not commit to a 30 day time frame as requested as we do not have direct control over the contractors who perform this work. We can only commit to completing the work as soon as possible.
When the contractor arrives to complete this repair, we encourage the homeowner to tell them about any additional units that may have experienced issues. We will then evaluate those units as needed under their warranty terms.
If we can be of further assistance, please let us know.
Initial Consumer Rebuttal /* (2000, 7, 2015/08/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Since the company has accepted it's failure that the job was completed in error we will accept their promise to fix the remaining 4 units. We checked all the windows again, and there are two additional units that will need to be fixed, the last file that we were working has this information, the previous contractor was notified of these two additional units as well. We would like these two units replaced as well.
We would like to have someone call us from the company within the next two weeks to finalize the repair dates and work out the details. We will reopen this case if we don't hear back from the company within that time.
Thank you.
I am rejecting this response because:I called them so many time. All the time,they give me the standard answer, I will receive the shipment within 2 weeks.However, I never receive anything so far.Now, the respond from the business was similar as before.They shipped out on 28 OCT 16, I will receive soon.Same as before, they never provide tracking information, they also can't check the shipping status even by themself. I am not sure I can receive the shipment or not within 2 weeks. More likely, one more bad circle will run. I will not satisfied with them until I really get the shippment.
We have received the complaint filed by Ms. [redacted] regarding her vinyl siding.The warranty which applies to this product, as indicated by the homeowner, has a specific hunter rating level used to qualify fade claims. If a panel from said claim tests above that limit, the claim would be approved...
for fading.However, this test can not be run on pictures. We would need to test a panel specifically to verify the fade level. The submitted panel is mandatory for us to complete that test. Without it, we would not be able to determine if the claim would be covered by warranty.We encourage the homeowner to submit the panel for analysis. It would be returned to them, typically within 2-3 weeks.If we can be of further assistance, please let us know.
Initial Business Response /* (1000, 5, 2015/09/22) */
We have received your correspondence regarding the window claim filed by Mr. [redacted].
The warranty which applies to Mr. [redacted]'s windows is a limited lifetime warranty and clearly indicates the coverage provided. For issues with the insulated...
glass unit, there is coverage for vision obstruction - which is currently being experienced by the homeowner and thus is covered. The warranty indicates clearly that Alside should replace the defective component (thus not the full unit) and that labor is not covered after the first year. Since these windows were installed in 2009, the remedy provided under the terms of our warranty is to provide the replacement insulated glass unit. This action has already been completed by our staff and the unit should arrive at the local supply center (Virginia Beach) on or around Wednesday 9/23. The homeowner may pick up the unit at his leisure.
Again, we are not obligated to provide the full unit, and labor is not covered under the terms of his manufacturer's warranty.
If we can be of further assistance, please let us know.
Initial Consumer Rebuttal /* (3000, 7, 2015/09/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The information provided in the written warranty does not relieve Alside windows from correcting a systemic manufacturing DFAC. Doing a simple Web search indicates that this is a common issue with their windows. Alside should be correcting this issue, not putting the remanufacturing of the window assembly back on the homeowner, and hiding behind vague legalize written into a warranty. Response from Alside not accepted. Recommend removing this company from the Revdex.com.
Final Business Response /* (4000, 9, 2015/09/25) */
We have received the newest correspondence from Mr. [redacted].
We have honored our warranty, which conforms or exceeds induatry standards, in providing him with the replacement materials needed.
If we can be of further assistance, please let us know.
We have received your correspondence regarding the home of Mrs. [redacted]. In reviewing this claim, it has been unresolved for quite some time. It is true that we lost our local distributor and for some time were without the ability to send larger pieces of glass to the area....
However, that was resolved. Unfortunately this homeowner was given incorrect information from one of our representatives. This job was re-assigned and is expected to be completed in approximately 2 weeks time.Our offices spoke with the homeowner today to apologize for the confusion. If there is any further information needed from us, please let us know.
We have received your correspondence regarding the home of Mr. [redacted].It appears there was some confusion during the evaluation process based on a different party being the original purchaser of these units. The warranty would be provided to the purchaser of the product as part of the sale and...
with this circumstance it could be perceived that Mr. [redacted] is the second owner as he then paid that party.However, as he was the owner of this home before the windows were installed and is still the owner today, we agree with his position that the warranty coverage should apply to him as the original owner. This determination was confirmed through a management review as the customer requested.Accordingly this claim will be approved under the guidelines of the applicable warranty which grants replacement units/parts as needed. There is no labor coverage in this warranty.We will have one of our team leads contact Mr. [redacted] to discuss this matter further and confirm any information needed for resolving this claim.If anything further is needed from us, please let us know.
We have received your correspondence regarding the windows on the home of Mr. [redacted].
Our files indicate that we received an email from Mr. [redacted] in mid-May and his clam was approved with the replacement unit being ordered on 6/2/16. That same day the job was assigned to the local...
contractor, but the assignment was never received.
Mr. [redacted] next called our offices on 7/18 (complaint indicates he filed this with your office on 7/7?). On that call our representative contacted the provider and learned of the issue. They confirmed receipt of the glass and the paperwork was resent. They should have already contacted the homeowner and would have discussed a scheduling date.
It is unfortunate that the original paperwork was not received. We certainly would have expected this job to have been done in late June, early July. We apologized for the delay on the 7/18 call, but will certainly restate that here. We apologize for the delay encountered in this claim.
We are confident that our local provider will perform this repair promptly and properly.
If anything further is needed, please let us know.
I am rejecting this response because:
I understand that the warranty in non transferable. The manufacturer has chosen not to back their product. A window has a life expectancy of 15 to 20 years. The crank arms are all failing after three years. This is clearly a defect in material or design. Unless the manufacturer claims that their window has a life expectancy of three years, they are misrepresenting Thierry product to the consumer. [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Even though the business sent me only the glass panes without the sash.
We have received your correspondence regarding the windows installed on the home of [redacted].As indicated to the claimant by our offices, we have located a contractor and re-ordered the glass. The glass was previously ordered and shipped out for installation by a different contractor,...
but the repair was not able to proceed. We are no longer working with that contractor in this area. As such, we located a new contractor and re-ordered the unit.The product will be produced at our Yuma, AZ plant (not Vema) and will ship from there. It will be delivered to the area on a full tractor trailer with other units for other jobs/sales. The logistics estimated the shipping time at 3 weeks, but not 3 weeks beyond production - 3 weeks total (2 weeks to produce and 1 week to ship). It should arrive for the contractor at the end of October. From there, they will schedule the job directly with the homeowner. We recognize the homeowner is dissatisfied with the amount of elapsed time, but our reliance on outside contractors to complete this work can, at times, cause unforeseen delays in our repair process. At present, we have confidence that our current plan will be successful. We will continue to pursue this repair until it has been completed under the terms of our warranty.
We have received your correspondence regarding Ms. [redacted].As indicated there were some concerns with these windows and quality control personnel directly from the plant were dispatched to resolve the matter. It has been reported to our offices that all known manufacturing issues have been...
resolved. The last was several new screens which should have just arrived or will arrive this week.If any additional manufacturing issues exist, the homeowner should file a warranty claim as indicated in her warranty coverage. Any submission would then be evaluated and acted on under the terms of that warranty.If we can be of further assistance, please let us know.
Initial Business Response /* (1000, 5, 2016/03/01) */
We have received your correspondence regarding the home of Mr. [redacted].
Our records indicate that a letter was sent to the homeowner indicating that we would be replacing glass only and that we received that letter back, signed. We also...
received their check indicating to us that they understood what they would be receiving.
The window in question is no longer produced, so under the terms of our warranty, the glass was provided rather than the full sash. This glass can be inserted into the existing units. However, there is no labor coverage under this warranty. Accordingly we can not assist with the labor portion of the repair.
Our offices spoke with Mr. [redacted] on Friday 2/26/16 and alerted him that, as a courtesy, we reached out to a local contractor and provided the contact info accordingly to each party. Hopefully Mr. [redacted] will be able to work out an agreement with this party for the installation.
If additional information is needed, please let us know.
Initial Consumer Rebuttal /* (3000, 8, 2016/03/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Although the business reached out to me to explain the issue with regard to the windows being discontinued they were supposed to follow up with me on Monday Feb 29 with regard to the local contractor and make arrangements to send me the hardware that needs to be replaced. I called and left a message for Ms. G[redacted] on Tuesday and still not heard back from her.
Final Business Response /* (4000, 12, 2016/03/14) */
We have received notice of the homeowner's most recent comments from 3/2/16.
Our offices had called Mr. [redacted] on 3/2 at 4:05 pm. We left him a message and sent him an email with the contractor's detail. Mr. [redacted] called our offices back on 3/3 and indicated to our rep that he needed additional hardware to complete the service - the notes list balances and possibly pins. We asked him which windows he needed the balances for and were told he would call us back with that information but we have not yet received that update from him.
Further, the contractor we located for him has reached out to Mr. [redacted] several times but has not been able to reach him.
We are awaiting a reply from Mr. [redacted] indicating what, if any, additional parts may be needed.
If we can be of further assistance, please let us know.
We have received your correspondence regarding the home at [redacted].This claim was listed under the ownership of Farrell when opened in December of 2017. It sold in January and is now under new ownership.Our evaluation of the submitted claim indicated that replacement parts were...
covered under the warranty terms and would be sufficient to remedy the problems being experienced. As such, they were provided. Our files do concur that there was some confusion on the ordering of those parts and it took several tries to get them what was needed. The applicable warranty is only responsible for manufacturing issues and does not cover any labor. We have fulfilled our warranty obligation by sending the needed parts to the claimant. There has been no issue reported to us which would validate the replacement of a full window unit. As such, this matter has been closed as complete. If we can be of further assistance, please let us know.
We have received your latest correspondence regarding the home of Mr. [redacted].As indicated in our prior reply, this siding is being affected by thermal reflection distortion - this has nothing to do with ambient heat or even direct UV exposure. We encourage the claimant to research the term online as there is a wealth of knowledge on the topic available. We have previously replied to the homeowner on this topic and referred him to specific websites for more information. The most common cause of this reflection is from low-E windows. These are designed to reflect heat away from the home and they must then direct that heat elsewhere. They can, at certain angles, focus intense 'beams' onto other surfaces causing heat far beyond what the siding is constructed to endure - regardless of any additional UV additives. It is not ambient heat or sunlight - it is reflected sunlight.The warranty which would have been provided with this siding purchase in 2008 would have specifically indicated thermal reflection as a non-covered item.Our warranty does cover manufacturing issues. If the homeowner, perhaps after researching reflection, still believes his home is being affected by a manufacturing concern, he can submit a panel to us for analysis. If a manufacturing problem is found, he may be entitled to assistance. However, if our analysis is correct, we will return the panel and maintain our denial.Based on the provided photographs we are confident in our decision and accordingly did not (and do not) recommend such an option. If anything further is needed from us, please let us know.
We have received your correspondence regarding the [redacted] claim. Our files indicate that his most recent submission in July was accepted as original ownership verification. However, we have no serial#s or original order information to validate which window size needs to be ordered....
As such, we have dispatched a local contractor to inspect the windows and determine what we need to order to resolve this situation.If the homeowner can provide the serial# from the window or even a different window in the home we may be able to avoid that delay. We will operate as if it can not be found unless told otherwise by the claimant.Our contractor will schedule the inspection directly with the claimant. If we can be of further assistance, please let us know.
We have received your correspondence regarding the windows installed on the home of Ms. [redacted]. As indicated by the claimant, we did approve this matter, calculate her costs, and send the offer out.However, when her email (and subsequent emails) came in August, we incorrectly interpreted her...
request as simply re-sending the offer.Upon receipt of this, we pulled up the 8/13 email and it is quite clear what the claimant wanted. We will have the proper offer sent to her today.It is important to note that this process may yet again generate the full offer to her. However, if that does happen, the proper offer, as requested, will then follow that email. We apologize for the misunderstanding and hope our received offer will permit the claimant to select a remedy that will work for her.If we can be of further assistance, please let us know.
As indicated by Ms. [redacted] we had invited her to file a claim if any problems persisted after the repairs. To our knowledge there are no repairs outstanding, so there was no issue to file a claim against.We would need Ms. [redacted] to indicate what was wrong with her windows in order to file a claim against them. It was assumed she had a warranty copy (which contains our toll free number and address), or that she would have looked us up online (warranty claims can be filed online as well) if she needed to file a claim.Regardless, we left her two messages last week – one on Tuesday 3/6 and one on Friday 3/9 – offering to start a claim for her if she called us back with the issue. To date we have no reply. We stand ready to open a claim for Ms. [redacted] if she notifies us what is currently wrong with her product. As needed our toll free number is 1-800-489-1144.