Clear Window Technology Inc

Called 3/2/- offered to refund deposit or credit an additional $toward job. She chose to take the $refund. Refunded $to her credit card at 8:a.m

Initial Business Response /* (1000, 5, 2016/02/16) */
Case *** *** *** XXXXX *** *** *** Wildwood, MO XXXXX
Our warranty is the strongest in the replacement glass industryOur warranty covers only the loss of the insulating sealFailure is evidenced by moisture, fog or water
droplets appearing within the two sealed piecesOur current warranty, a copy of which is attached, states "we shall provide:
1.Servicing of your glass with the Crystal Clear process if visible water, or water droplets, appears between the glass for a period of ten (10) years
2.Should tempered glass fail within a year period, a new piece of tempered glass will be furnished at no chargeLabor to install the units will be furnished for a period of two (2) years
First, under our current warranty, glass breakage is not covered except for the first daysIf there is a defect in the glass it shows up right away, usually within the first days, and we address itIf there's a defect in the seal, it often takes several years for it to show upIf it does, we address itIf Mr***'s defect was seal related, we would treat the glass with the Crystal Clear process, which involves drilling a hole in the glass and installing a valve to allow the moisture to escapeThat treatment under warranty would not cure Mr***'s problem, since he would still have a crack in the glassMr***'s glass is annealed, rather than tempered, so he would not be covered by item #in any instanceMr***'s claim is well beyond days in any eventThe first service event transpired months after we installed the glassThe crack in his glass appeared months later
I'm attaching a copy of our current warranty, as well as a copy of our fabricator's warrantyNote on Insulite's warranty, glass breakage is excluded
Given the above we cannot cover Mr***'s claim under our warranty

We went out and measured for a custom sized tempered insulated glass . the door is one that rarely gets used; there was a glass sculpture on a table in front of it. We opened the door and looked at the exterior and it looked fine. We agreed to order a new custom made tempered insulating glass for...

$453.00. When our installer arrived to install the piece of glass he discovered it was 1/8" too big, and during the attempt to install tiny bits of paint were disrupted exposing surface rust, that's easily repairable. We ordered the 2nd piece of glass and after we got the unit in, the customer decided to cancel the order, thinking she needed a whole new door. We offered to apply the deposit to the price of a new door. We can't refund deposits on custom made materials. We service many older windows and doors everyday without issues.
Ms. [redacted] asked if we ever refunded money and we said yes, we had just refunded a deposit on a standard replacement patio door. It happened to be to a customer that was referred to us through the Revdex.com. It was a standard unit that we had ordered the wrong handing. Being a standard unit, we sold it within the month. We can't do that with custom glass, hence we're unable to refund the deposit.
The rust on the exterior of the door is superficial and can be repaired by a handyman. Ms. [redacted] expressed she does not want to repair the unit nor replace it with a quality door since she will be selling the house in 4 to 5 years.
We would be happy to mediate or arbitrate this issue through the Revdex.com.