Cascade Windows

[redacted],Thank you for bringing this to my attention. We do not make mistakes on purpose as it is in our best interest to complete all service requests in one trip.Our history shows that your initial request was completed on the first trip. However, you only reported one issue and it turned out to be...

several so a new order was generated. It has been communication errors between our techs and support staff that have generated the wrong product the last two trips and we apologize for that.I don't believe we have given you any hint that we have intentionally given up on completing your service order as soon as possible. That is and has been our goal, but mistakes happen. A phone call to me to express your concern and bring my attention to the errors would have been as productive as the complaint to the Revdex.com.I will follow up with the techs and our internal support team when the techs get back to the plant so we are sure to get it right on our next trip to the area.Regards,Miles S[redacted]

response to complaint ID of [redacted]We are sorry that Mrs. [redacted] is having problems with her windows. After she talked to DJ she also talked to me.I understand her disappointment, but it was explained that we are now honoring the EPW warranty as it is written. Her warranty included free...

replacement glass but not the labor to install it. The company that she purchased the windows through (EPW) changed their warranty in 2007 to include labor. She has been given both warranty copies so that she could see the warranty she purchased as well as the change.For several years Cascade honored the EPW warranty with labor as we mistakenly thought is was the same as our own. It was pointed out to us late last year that it was not the same and that labor was not included. Upon learning that, Cascade changed to honor the warranty as written. We do the same for EPW's 2007 and later warranty and include labor with that.Many people benefited from our mistake and received free labor from us as we over-honored the warranty, but we have to fix our mistakes as we recognize them and we have done so.To help Mrs. [redacted] find labor to install the replacement glass, DJ has produced a short list of potential vendors for her and to help her further I will waive the $100 fee we normally charge to field measure the failed glass.I hope this is satisfactory so we can move forward and get here windows fixed. Regards,Miles S[redacted]Warranty manager

Mr. [redacted], We are sorry you are having difficulty with your windows. You have referred to the windows in your home as “your products”, meaning Cascade’s; please remember your windows and warranty were not provided by Cascade Windows. They are Empire Pacific Windows (EPW) products and have an EPW warranty. We would not be in this position if they were Cascade products and covered by Cascade’s warranty. We are not interpreting the language of the warranty. It is written in English and it clearly states the remedy for failed units and we have offered to honor that remedy. For anyone to attempt to declare the intent of the warranty is other than what is stated within it would be an interpretation. Although the EPW warranty does leave the consumer on his own to research and contract a third party to replace the failed glass, I think you make a fair point. To that, I have included the names and contact information for two vendors we use when we are in need of outside support. Both have done well for us.   CLEAR WINDOW SOLUTIONS ATTN: [redacted] 5305 ne 121st Ave #b-107 360[redacted] VANCOUVER WA 98682    002 [redacted]@GMAIL.COM   GLASS 4 U ATTN: [redacted] 503-[redacted] CANBY, OR [redacted]@gmail.com   Regards,

To: Revdex.comConcerning: Complaint [redacted]From: Miles S[redacted]-Service/Warranty Mgr. @ Cascade WindowsI have looked into [redacted] concerns and I find no basis for a complaint. We have an active service order and the customer was made aware early in the process that due to limited technicians in...

the area and the volume of business, the two step process (investigation and acquisition of replacement glass) may take 8 to 10 weeks. The [redacted] investigation was completed earlier and they were scheduled for last Friday 10-7 to be completed.  Unfortunately, there was a problem with the glass being delivered from Spokane and they were given the option to get done what we could or to wait until the final pane came in and get it done all at once. They chose the second option and we will reschedule as soon as the glass is confirmed available and in good shape which should be early this week.Again, I apologize for the time it has taken, but at no time have we given them reason to suspect we weren’t going to stand behind our warranty and take care of this issue.Miles S[redacted]Service and Warranty Mgr.509-789-1461

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.
Sincerely,
[redacted]

[redacted],We are sorry that you are having difficulty with your windows and that you received the wrong components. I am out of the office today, but hope to be back tomorrow so I can investigate the details of what you ask for and what we sent. Please realize the the "Lifetime...

Warranty" that you purchased stated that it covered factory and material defects. Components like the balances you described that have given nearly 20 years of good service would be neither a factory defect or a material issue. It is more like the belts and tires on your car that wear out over time.  Normal "wear and tear" is not covered under the warranty, but maybe we don't make it clear to the homeowner that we send do components at "no charge" when we can as an act of good will, not a requirement of the warranty.  We do not build the EPW products and do not carry the wide variety of balance components that they apparently carried.  However, we should have parts close enough to the original size to make them work. As soon as I am back in the office I will look into this for you and see what we can do. Miles S[redacted]Service and Warranty Manager

Complaint: [redacted]Cascade has said that the company that made my windows (LBL Windows) filed BK and they bought the assets and as such are not obligated to warranty their product. What I cannot file is any actual evidence that this is  the case, IE no BK filings and the management team remained intact from one to the next as did the locations.    [redacted] e-mail [redacted]@yahoo.com

Complaint: [redacted]
I am rejecting this response because:information had to be requested several times before we were given all paperwork.  Three times we have requested a supervisor call us and we still have not received a phone call.  We now understand that the windows are no longer under warranty.  It never should have taken so long to get our question resolved and to still not have a phone call from a supervisor is not ok. 
Sincerely,
[redacted] And [redacted]

I cannot verify all of Mr [redacted]'s letter as I couldn't find records of previous work at his residence. Much of what he said is accurate, but he apparently didn't fully understand why we are warrantying his claim they way we are. I will start by saying we did not reject his warranty claim. We...

are following the warranty that applies to his purchase as it is written. Cascade did purchase Empire Pacific Windows (EPW) in February of 2011. Cascade's Warranty department assumed that EPW's  "Limited Lifetime" warranty was the same as our own and mistakenly included labor to reglaze failed units for several years. It was since discovered that the EPW warranty specifically addressed failed units and said " should a unit fail, EPW will supply a replacement unit". There was no mention of labor being included untill a revision to their warranty in 2009.Cascade unknowingly over-honored the EPW warranty for several years, which greatly benefited the EPW customers. However, once our error was discovered we modified our approach to the EPW warranty to match the way it is written. We supply free replacement units to the glass shop/installer of the homeowner's choice.For those who purchased EPW products after the 2009 change to the warranty that includes labor, we honor that warranty accordingly and provide the labor to install the glass.Mr. [redacted]s' comment that we are not a glass company is correct. We are a manufacturer and are allowed to repair our products in the field. However, were are not a contractor and do not take on chargeable labor for items that are not covered by the warranties we honor.Regards,

Mr. [redacted], this is getting old and what seems logical to you is not a fact in the real world of windows and glass. If a window is dropped flat, the chances are the glass will break and the corners will remain intact. However, if a window is dropped on its corner, the corner will break, but most likely the glass will not as it is suspended in the glazing pocket by foam glazing tape and soft durometer setting blocks. It is not touching the frame and does not receive the same shock impact when dropped like the frame corner itself. You are right that a welded corner is considered as strong as the rest of the extrusion, but shock/impact is its worst enemy.I am not aware of the history of your original order and cannot comment on it. However, if they had been repaired with new glass as sent back to you as you said, you had 48 hours to report a problem. Glass can have micro-fractures along its edges because of the way it is cut with a wheel. Vinyl cannot as it is molten when it is joined/welded. Vinyl is cut 1/4” longer than the desired window size and any potential flaws in the corner miter cuts are gone after 1/8” of material is melted and fused by heat at each corner.As I said before, Cascade Windows goes out of their way to resolve issues that are manufacturing defects and this does not fall in that category.My previous offer still stands.  Although we do not market and sell this product line anymore, I can sell Mr. [redacted] a new replacement sash at our cost. It is a painted window and will have significant lead-time, but if he would like to purchase a replacement he can contact me for details. However, since we do not manufacture this product, supplies are limited and once they are gone they are gone for good and I will no longer stand behind this offer.Miles S[redacted]

Complaint: [redacted]
I am rejecting this response because:  We built and bought our home with windows from Empire Pacific Windows in 2000.  Attached is the Lifetime Limited Warranty we were given for our windows from Empire Pacific Windows.  The warranty is for the repair and replacement of any defective window for the life of the home at no cost to the original homeowner which is us.  Since moving in to our home, on various occasions we have had windows that needed to be replaced.  Empire at all times came out and replaced the window and installed it at no cost to us.  In 2007 Empire rewrote their warranty to more clearly state repair and replacement of the product would be free of charge.  This did not change anything for us regarding cost of installation.  We continued to have any defective windows replaced free of charge by Empire after 2007.  When Cascade Windows bought Empire Pacific we were told they would continue to honor our original warranty.  Cascade has honored that warranty until just recent as of August 8, 2017.  They are now saying the original warranty purchased in 2000 did not mean installation labor was free of charge on windows purchased prior to the new warranty rewrote in 2007.   My understanding that in the past several months attorneys from a holding company that bought Cascade Windows have reinterpreted what the original Empire Pacific Windows Lifetime Warranty.  I appears they have changed the meaning to match Cascades warranty.  We have had the opportunity to review Cascade Windows Lifetime Warranty and it reads they are not responsible for labor and materials for the installation of a replacement product. We did not buy our windows from Cascade so their warranty restrictions do not apply to us.  They bought Empire Pacific Windows Lifetime Warranty which included repair and replacement of any defective window at no cost to the original homeowner.  This is the warranty they need to continue to honor as they have in the past.  
Sincerely,
[redacted]

Review: We purchased a house with a sliding glass door that was manufactured and installed by [redacted] Windows in 2006. A part of the door has failed because of defective materials/installation and needs repair. When I tried to contact [redacted] for warranty repair work, I found they were taken over by Cascade Windows of Spokane, WA. I contacted Cascade regarding the issue, and they arranged to have the door inspected and repaired at no cost to us. When the work request was submitted, it was determined that the replacement part is no longer being manufactured, and they would need to replace the door having the defect. This was also to be at no cost to us. They later told us the particular door is no longer being manufactured, and that the entire doorway (sliding door and panel) would have to be replaced. They said they could provide the doorway under their warranty, but they wouldn't pay for the labor. Until the repair involved replacing the entire doorway, Cascade was planning on covering the labor to repair or replace the defective door. When they realized they would have to replace the doorway, they suddenly said their warranty doesn't cover labor. We're very frustrated and need the defect resolved before winter, as it allows cold air in. We first contacted Cascade Windows in March and have had to constantly follow up with them to keep this claim moving, and our last communication with them has gone unanswered for a couple weeks now. We are disputing having to pay labor costs for the doorway installation. Please assist in bringing this matter to a quick and fair resolution.Desired Settlement: defective sliding door completely resolved without cost to us

Business

Response:

Cascade Windows received a request from Mr. [redacted] to

inspect a patio door manufactured by [redacted] in 2006, a company that had

been purchased by Cascade in 2011. Cascade sent a technician to Mr. [redacted]’s

home to inspect the defective door. Based on the finding at the jobsite and

internal research it was discovered that Cascade was unable to manufacture the

replacement part needed for the [redacted] patio door. Cascade Windows then

offered to cover the [redacted] door under our current Warranty which

states “If the defect cannot be repaired, Cascade Windows will provide a

replacement product and ship to the original delivery site.” The Cascade Warranty does not cover “Labor

and materials for the installation of a complete replacement product or any

repainting or finishing required in connection with any warranty work.” Mr.

[redacted] was referred to an install company that Cascade works closely with

who quoted him $300 to replace the door in question.

Due to the inconvenience the defective [redacted] patio

door has caused Mr. [redacted] Cascade would like to extend the following offer:

·

Cascade Windows will provide a new patio door at

no cost

·

Cascade Windows will cover the $300 labor

portion to have the new door installed

·

Cascade Windows will not be held responsible for

any issues that may arise having to do with the installation of the replacement

product

·

Cascade Windows will not be responsible for any

incidental or consequential damages

Sincerely,

[redacted]

VP of Sales & Marketing

Cascade Windows

FRAMING LIFE’S MOMENTStm

Phone: ###-###-####

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business' response. If you wish, you may update it before sending it.]

Revdex.com,

We have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to us with the following clarifications:

- the $300 install fee quoted by the installer is an estimate; if Cascade is agreeing to cover the install fee as part of the warranty work, we would expect they cover final actual cost

Review: Cascade windows would not honor the warranty on their product. Found a crack on one of my windows. Technician came out and checked out the issue. They claim that because the crack did not happen at the weld, it's not covered under the warranty.Desired Settlement: Repair or replacement of window is desired.

Business

Response:

To: [redacted]

From:

[redacted] (Cascade Windows)

Subject:

[redacted] (ID # [redacted])

Date:

11/19/13

On

October 10th 2013 Cascade received a service request from Mr. [redacted] to

repair a leaking window at his home. On 10/21/13, Cascade Windows dispatched a

Service Technician to Mr. [redacted]’s home and the leaking window was repaired. At

that time it was noted that Mr. [redacted] had a crack in his vinyl window frame. The

approximate age of the windows in Mr. [redacted]’s home are 4 ½ years old.

The crack

in the vinyl window frame was determined to not be a manufactures defect but

rather appears to have been struck by an object resulting in a impact crack to

the outside of the frame and a stress crack to the inside portion of the frame. Attached are the pictures from inside and outside of the window.

The

impact to the frame is not a manufacturer’s defect but rather something that

occurred sometime between when the windows were installed in May of 2009 and

when the crack was pointed out to our technician in 2013. The findings were

communicated to Mr. [redacted] in October of 2013.

Proposed

Resolution:

Although

the damage to the product in question is not covered under Cascade’s warranty,

Cascade would like to offer the following solution to Mr.

[redacted]:

Cascade

will provide a new window at no charge to Mr. [redacted], under the following

conditions:

·

Cascade

windows will not be responsible for the removal of the damaged

product

·

Cascade

will not be responsible for the installation of the replacement

product

·

Cascade

will not be responsible for any incidental or consequential damages

Sincerely,

Cascade Windows

FRAMING LIFE’S MOMENTS

VP of Operations

Cell [redacted] Office [redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

The store I purchased my windows from to install made several mistakes and the delay while I waited for the correct sizes to come was annoying. I ordered my windows in early spring and did not receive the correct sizes until late August. I know it was not Cascades fault in the matter and although I had several frustrated moments, I have to say I absolutely LOVE my windows. They have made a remarkable difference in the climate control in my home, they look great and have created great curb appeal. They work great and aside from the installation issues I am very pleased with the windows.

Ordered two windows from Cascade windows through [redacted] on 6/23/15. I received them in two weeks, the windows were made wrong and had no screens that I paid for. The windows were suppose to open from the top but they made them opening from the bottom, I was replacing two windows that didn't open so I kept them anyway. [redacted] reordered the screens. I had to wait another two weeks and when I went to pick them up they sent only one screen, [redacted] had to order another one. Cascade windows told [redacted] three different times that the screen would be there on a certain date and yes I have the dates, every time I went in to get it, not there. Ordered the windows 6/23/15 got my last screen on 8/25/15 just in time for fall. How long does it take to make a screen? They should have made it and overnighted it, but they already had my money so they didn't care. I will never buy from them again.