Craft Bilt Manufacturing Company, Incorporated

on the back of the brochure, it clearly states " [redacted] , Sunrooms and Screen Rooms carry a fully transferable, non pro-rated ,year Manufacture's Warranty on all components, including glass breakage Seal failure in insulated units if fully covered for years This problem was caused by a seal , or flashing, not being properly installed, and we were told this by an engineer I purchased a [redacted] Product, and feel as [redacted] commented fraud They would not even send someone to look at the issue I will recommend to everyone, to not purchase a product from this company, as their warranty is no good

April 14, Dear [redacted] ***, The consumer contacted us in April and our Consumer Services Representative sent him an email the same day requesting the information needed to file a warranty claim for the failed glass in his sunroomThe consumer returned the information to us on June 11, 2014.In July of 2014, our Product Specialist determined which replacement unit was needed, based on the photos and measurements the consumer submittedWe then provided the consumer with the contact information of the local dealer to schedule service.We do not have any information on why the dealer has not followed through with this serviceWe will attempt to resolve this complaint by sending our Installation Trainer to the consumer’s home to deliver and install the replacement glassWithin a week, we will contact the consumer to schedule a date and timeOur expectation is that this service call will occur within the next two weeksKind Regards, Mandy G Marketing Assistan

In response to the complaint filed by [redacted] and that status of his [redacted] room that was installed in 2006.In [redacted] contracted with [redacted] of Northeast PA, an independent company with no legal ties to CraftBilt Manufacturing This company purchased materials from CraftBilt to erect an patio room on top of his existing deck The contractor ( [redacted] ) modified his deck to plan for the room Over time (past years) this deck modification has been failing which has led to the problems [redacted] faces with the room and its operation [redacted] has been out of business since [redacted] contacted CraftBilt about this issue We sent one of our installation trainers out to inspect the room and his deck Our inspection report noted the damage to the deck and for it to be properly fixed a portion of the room would need to be dismantled first, followed by deck repair and then re-installation of the room Since CraftBilt was only the supplier of materials and has no relationship directly with [redacted] on the status of this installation, we provided him with a quote for such work to be completed He rejected that quotation and informed CraftBilt that he would be writing to Revdex.com CraftBilt Manufacturing warranties our patio/sunroom materials for years The best in the entire sunroom industry We do not warranty the installation of the product, nor do we warranty components that we do not sell (decking material) Unfortunately [redacted] either does not understand the relationship between CraftBilt Manufacturing - [redacted] of [redacted] and himself or is just trying to find someone to fix his room for free CraftBilt offered a good price to conduct the repairs Since [redacted] is not happy with that quotation he can contact any number of local contractors and request their services Sincerely, Ed V [redacted] Director of Customer Satisfaction & Information Technology Phone: ###-###-####

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

Craft-Bilt Manufacturing is in receipt of this complaint [redacted] dated 4/22/and apologize for not seeing and responding earlier While we are empathetic that [redacted] has an issue with his awning installation, we take [redacted] 's comments quite seriously We had many conversations with [redacted] during the latter half of and thought the issue had resolved itself In May, [redacted] purchased an [redacted] , manufactured by Craft-Bilt Manufacturing through a 3rd party dealer of ours [redacted] ** When [redacted] contacted Craft-Bilt Manufacturing (Craft-Bilt) in August 2016, he described the arm breakage and sent us pictures of the elbow of the arm, where the breakage occurred Other than a casting defect, the only way this arm breaks in this location is if it is exposed to winds that lift the awning (when extended, picture a large sail) and then the wind gust drops, so does the fabric and arms Rarely do we see a casting defect (porosity in the casting) as that would be covered under our warranty (which is attached here) Wind damage is the cause of the damage from what we have heard from [redacted] and seen in the pictures he provided to us The comment "damage on your arm is from the arm experiencing wind over time, where it finally broke" was mis-spoken from our customer service rep, as this is no "wear and tear" situation The arms are designed to fail at the elbow in excessive winds as a safety feature If they did not, the awning would pull off of the wall and fall to the ground with the breakage occurring at the elbow, the awning will retract, not fall and possibly hurt someone underneath When I communicated with [redacted] on September 27th I explained to him our findings and offered to try to locate an authorized dealer that would come out and service his awning he felt a site inspection at minimum was warranted He was informed that there would be a cost associated with that as the dealer I was working with would be driving from Rhode Island He was not too happy with that response but was willing to talk to our dealer I'm not sure what happened then as my dealer tells me he left a number of messages for [redacted] and [redacted] states he never heard from anyone I'm not sure why [redacted] did not reach out to [redacted] first They are still in business, and can be reached through [redacted] though they no longer represent Craft-Bilt and the [redacted] line of products Over the past 5-years since that relationship ended we have provided them with a number of service products, when called up and needed Let me again state that the components manufactured by Craft-Bilt did not failHowever, I started out by stating that we are empathetic that [redacted] has an installation issue with her awning If [redacted] has [redacted] or any other company come out to service his awning, we will do what we can from our location here in [redacted] to be of assistance Ed V [redacted]

April 20, 2017Dear *** ***:We are in receipt of your letter dated April as well as the written response from *** *** dated April 19, While we are empathetic that *** *** has an installation issue with the contractor and her construction project that occurred roughly five years ago, we take *** *** comments quite seriously and do hope that she will reconsider using words like fraud and fraudulent in the future.In regard to *** *** response, it is factually incorrect on a number of counts.*** *** states "We did not hire *** ***, we hired ***..."*** *** did not hire *** Sunrooms is not a company, a corporation or a home improvement contractorIt is a federally registered trademark owned by Craft-Bilt Manufacturing Company ("Craft-Bilt")At Craft-Bilt, we manufacture components (aluminum and vinyl framing, aluminum and vinyl doors and windows, aluminum panels, and related sunroom components) that independent contractors use in the construction of sunroomsNeither Craft-Bilt nor any affiliate of our company was hired by *** ***We do believe that *** *** signed a contract with *** *** Remodeling & Repair, Inc("***") to have work done on her home that included the construction of a sunroom. *** is a North Carolina based independent general contractor owned and operated by *** ** *** purchased sunroom components from us. We're not quite sure what *** *** means when she writes "On the cover that was given to us, with the paperwork, the following is printed "*** Patio Rooms, Sunrooms and Screen Rooms carry a fully transferable, not pro-rated, year Manufacturer's Warranty on all components, including glass breakageSeal failure in insulated units is fully covered for years." Craft-Bilt's obligation to *** *** is spelled out in our Manufacturer's Non Pro-Rated Year Transferable Limited WarrantyAttached is a copy of the warranty that was in effect when *** *** contracted with *** for the installation of a sunroom and whatever other work she contracted for at the timePlease take the opportunity to read the sections entitled WARRANTY COVERAGE and EXCLUDED FROM WARRANTY COVERAGEThe components manufactured by Craft-Bilt and listed under the WARRANTY COVERAGE section were free from factory defectYou will also note that under EXCLUDED FROM WARRANTY COVERAGE includes among other things, material not manufactured by Craft-Bilt, improper installation, labor costs for any warranty workIt also clearly states "insulated glass is warranted against Seal failure for years".*** *** states "Nowhere does it say that items can be purchased to ensure that the sunroom does not leak." That is both true and not trueMost contractors as part of the purchase price of any contract include an installation warranty to cover against things like an improper installation that may cause a leakMore often than not, that installation warranty is a one or a two year warrantyWe do not know whether *** provided *** *** with an installation warranty*** *** goes on to state "When I called, Barbara R***, told me that the warranty statement above was for the glass, however, nowhere does it state that this warranty for the glassI believe that Craftbilt is fraudulent in their statement, that is clearly printed on their sale catalog." Craft-Bilt has not done anything fraudulent and we will vigorously defend claims like thatAny printed materia including our Manufacturer's Non Pro-Rated Year Transferable Limited Warranty is clear in regard to seal failure relating to the seal of insulated glassIf any components manufactured by CraftBilt have failed in accordance with our warranty, we will repair or replace those components. *** *** states "I feel that they did not care, they would not even send their new local provider to see the damage." While we do have an independent contractor who we sell Sunroom components to in *** *** area, this company has no contractual obligation to us nor to *** ***Any company that we might recommend to *** *** will charge her for a service call as well as any installation repair work done to fix her leak and any damage caused by that leakHer contract is with ***We direct you to ***'s website http://www.***homerepair.com/You will note that they are a full service general contractorWe continue to strongly recommend that *** *** contact *** as that is the company that she contracted with originally to have work done on her homeIf *** does not wish to utilize ***, we are pleased to reach out to another independent contractor to see if they will inspect her leakHowever, she must be prepared to pay for the service call and of any work that they do to repair it. *** *** states "I would discourage anyone from buying a Craft-Bilt/*** product as their written warranty, on their sale catalog is not worth the paper it is written on.” Last year, we celebrated our 70th anniversary as a proud U.SmanufacturerThere aren't too many of us leftWhile we cannot stop *** *** from expressing her unhappiness, we hope that she will take the time to review her contract with ***, review our Manufacturer's Non Pro-Rated Year Transferable Limited Warranty and understand that what occurred with her the installation of her sunroom is the responsibility of the company that she contracted with, ***.Let me again state that the components manufactured by Craft-Bilt did not failHowever, started out by stating that we are empathetic that *** *** has an installation issue with her sunroomIf *** *** has *** or any other company come out to fix the leak in her sunroom, and we have enough advance notice, we will make a member of our team available to assist telephonically in troubleshooting the repair work, We will need photos and other information in advance of that occurringPlease let me know if *** *** would like that assistance.Respectfully,Ross LDirector of Business Development

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because: Craft Bilt absorbed *** *** when they purchased the company. They absorbed all of its assets and liabilities at the same time. They do not get to choose whether they want to honor a previous warranty or not. To suggest "that I am looking for someone to do it for Free" is absolutely ridiculous. I am asking for the company that built it to honor its warranty, no more no less. To suggest that someone who purchases a sun room and then wants to use the warranty is looking to get something "Free", is a slap in the face of all consumers who purchase a product. I cant use the door of this sunroom because it will not open, calling the manufacturer who owns the company to fix it is only proper. To say I only manufacture the product not the installation is not only improper but seems like not a real good deal on part of the consumer. Imagine if all manufacturers state they will only fix the part they made, and using the excuse, yes we had a third party installer install the porch so we are not responsible for their work. Where in the contract does it state that? You hired the third party contractor, not me, you are responsible for his actions and work he did as an agent on your behalf. I believe that bullying a disabled veteran into thinking he is trying to get someone to fix his door for "Free" not only show the true intentions of Craft Bilt to build a sunroom and not honor its warranty, but also shows they do not care about the consumer once they completed the purchase of this room. I may not understand the real reason behind their refusal to fix a problem that occurred because of their third party installer negligence but a reasonable person would think that a manufacturer would do the right thing by their customers past and present.
Regards,
*** ***

*** *** ** ** *** *** *** ** * *** *** *** *** ** * *** *** *** *** *** *** *** ** ** *** ** *** *** *** *** ** *** ** ***
*** ***
I am rejecting this response because:
The last sentence
of their response states “If *** *** has *** *** Company or
any other company come out to service his awning, we will do what we can from
our location here in *** ** to be of assistance.”, Does
that mean they are covering this under warranty or not? If they are covering it under warranty it
needs to be stated as such and then I will change this from a reject to an
accept, if they are not covering this under warranty then my rejection of their
response stands and I will have further comments to add to my rejection which I am including below. I believe
that *** *** is resorting to misdirection in his response. Let me start
by saying that all correspondence about this matter to date (except for my
initial call to Craft-Bilt, where I left a message that was never responded to)
has taken place via Email and I have copies of these emails and will be quoting
from them in my reply here, however the full emails are available. *** *** states “In May, *** *** purchased an
*** ***, manufactured by Craft-Bilt Manufacturing through a 3rd party
dealer of ours, *** *** *** *** ***, then
later in his reply he accusingly states “I'm not sure why *** *** did not reach out to *** *** *** first. They are still in
business, and can be reached through *** though
they no longer represent Craft-Bilt and the *** *** line of products”. Well, I can tell you that I purchased my
awning from *** *** ** *** *** *** *** ** *** *** ** ** *** ** and the company president was ** *** I don’t know who *** *** is and cannot
find reference to him or his company on any of the paperwork I have for the
awning … So WHY would I try to reach out to that company first? I did on the other hand try to contact *** *** ** *** and their website no longer exists and their
phone has been disconnected and they no longer have offices that I can
find. It was only after trying to find
them that I contacted Craft-Bilt Direct. *** ***
states that “While
we are empathetic that *** *** has an issue with his awning
installation”, making it seem to the uninformed reader that the awning was
old, Purchasing a product that would last is exactly why I purchased what was
supposed to be a high quality awning with a year warranty, a warranty that
was denied quickly and without much regard for what happened. I have not
received contact by email or phone from the ** awning dealer *** *** mentions
in his statement. I Initiated contact
with *** *** ** *** *** today 4/28/to discuss having him come
up from ** to get me an estimate on what this going to cost to repair, he is
going to get back to me in the next couple days to schedule a visit. During the conversation, I did ask him when
and how and how often he tried to contact me and he said he believed he emailed
me one time but doesn’t remember much more because it was quite some time
ago. If this becomes an issue I will ask
him for a copy of the sent email and we can trace it from the mail headers to
see what happened, but I imagine he incorrectly entered my email address as I
never received the email. I was not too
concerned about no contact through the winter here in *** *** because I
didn’t figure anyone was going to fix the awning when there was a foot of snow
on the ground outside anyway, however, I did start to get concerned in March when
I still had not heard anything and finally decided to contact the Revdex.com in April
to hopefully quickly get action on this issue. I don’t know
how *** *** would think the issue had resolved itself, according to how
*** *** wanted to handle it, Craft-Bilt would have provided a new Arm to
*** *** to get the repair done and *** *** would need to
return the arm to Craft-Bilt. None of
this happened, and no further dialog was had between myself and Craft-Bilt. I would expect a company that cares about
customer service would have reached out to see what was happening. *** *** states that “Other than a casting defect, the only way this arm breaks
in this location is if it is exposed to winds that lift the awning (when
extended, picture a large sail) and then the wind gust drops, so does the
fabric and arms. Rarely do we see a casting defect (porosity in the
casting) as that would be covered under our warranty (which is attached
here). Wind damage is the cause of the damage from what we have
heard from *** *** and seen in the pictures he provided to us.
The comment "damage on your arm is from the arm experiencing wind over
time, where it finally broke" was mis-spoken from our customer service
rep, as this is no "wear and tear" situation.”. Craft-Bilt
did not try to state that wind slammed down the awning nor did they claim that “The
comment "damage on your arm is from the arm experiencing wind over time,
where it finally broke" was mis-spoken from our customer service rep” until I
went to the Revdex.com to work on getting my Warranty.
My awning arm broke exactly because, as the customer service rep said, “damage
on your arm is from the arm experiencing wind over time, where it finally broke” this doesn’t sound like something the rep
just made up on the spot, it sounds like a phenomenon that they are familiar
with, and since it appears to be EXACTLY what happened to my awning, the
warranty should cover the repairs.
***
*** ***

To whom it may concern,*** ***'s reached out to our company on October 27, He was contacting us to request assistance with a seal failed insulated glass unit on his *** *** *** *** * WindowThe unit he had purchased from a local third party company who had, in 2009, been
a dealer of these products as well as our *** Sunrooms brandDuring this time period our company would facilitate the purchase and distribution of *** *** *** to our dealersWhen *** ***s contacted us about this unit we immediately contacted our representative with *** *** *** to see if they were able to find a record of his unitsDue to our unique relationship with *** *** Products and the fact that *** ***s did not in fact purchase the windows from Craft-Bilt, but from one of our *** * Dealers, we did not retain record of the units that passed through our warehouseFor this reason *** *** *** asked us to see if *** ***s was able to locate the warranty label placed on the units for just this type of situationIn the warranty it states:“Please do NOT remove this stickerThis sticker contains important information necessary for years to come, should you encounter any problem with the window/doorShould anything happen to the selling Dealer/Contractor, you would be able to refer to this label for all this important information along with the sales invoice numberPlease provide this information to your installing dealer/contractor when and if needing Service.'This continued from November through Early December at which point *** ***s was ultimately unable to locate these labelsI do not know if this was due to the label being removed at some point or if this due to poor directions on my partEither way we were informed around December that *** *** *** had located *** ***s order and verified warranty coverageThey were sending the replacement window paneI explained to *** ***s at this point that we would be able to complete his service sometime after the New Year as we were rapidly approaching our annual inventory shut down and would not be able to schedule everything until business resumed as on January 4th, 2016.It was January 6th that *** ***s informed me that the second panel on his window had the same seal failure as the firstWe began the process immediately as *** *** *** was familiar with the order already and were able to quickly verify warranty and ship the replacement window to usI also at this time informed *** ***s that I was actively working on scheduling his service and made him aware that this part was occasionally tricky as we are not a company set up to perform service calls and that we only have three trained installers in the company who primarily serve as trainers for our ***& Dealers*** ***s informed me that he and *** *** would be leaving the state until sometime in AprilI told him that I would have the glass here when he returned and after they were back we could begin scheduling his service.I checked in with *** ***s in early-mid March to make sure we were still on schedule for AprilHe responded back that they would be returning in Late AprilWhen *** ***s returned in late April he called me to let me know he was ready for his service callI told him that I would be having a meeting to begin setting a schedule for local service callsAs our busy season begins at this time and we also start frequent training classes for our new Dealers and their installers it obviously becomes more difficult to schedule time for our trained installers to drive out and perform servicesI received no contact from *** ***s over the next weeks as I waited for available time to appear on my installer's schedules.On May 17, I received a call from a very irate *** ***sHe was under the impression that we were putting him off and ignoring himI attempted to explain to him again that we are not set up to perform service calls and that it is difficult to find the available time for our installers during the busiest part of the season*** ***s told me to forget the install and to just ship the replacement panels to his house and he would handle itI told him that we could do this and that I would work up a freight quote and send it to him for approvalA few hours later on the same day *** *** called me to apologize and ask us to schedule the serviceI told her I would schedule it and give her a call as soon as possibleAfter talking to the installer here we were able to schedule it for the next Tuesday (May 24th)I provided the cost to *** ***, who in return provided me with payment information.As scheduled on May 24th one of our installers arrived at 10:am and successfully completed the replacement of the window panelsThe whole ordeal from start to finish took approximately months to resolveAbout 2% months before they left the state as we attempted to verify warranty and receive the replacement parts, about 3% months we delayed as per the request of *** ***s, and then about month after they returned to schedule and complete the serviceAt this time it is our understanding that the service was satisfactory as communicated by *** ***s on May 24th and that the only point of contention left is the previously agreed upon Labor and Delivery charge for which we have offered *** ***s a special Veterans and Senior Citizen discount as requested.Damian LCustomer Satisfaction

In response to the complaint filed by [redacted] and that status of his [redacted] room that was installed in 2006.In 2006 [redacted] contracted with [redacted] of Northeast PA, an independent company with no legal ties to CraftBilt Manufacturing.   This company purchased...

materials from CraftBilt to erect an patio room on top of his existing deck.   The contractor ([redacted]) modified his deck to plan for the room.   Over time (past 11 years) this deck modification has been failing which has led to the problems [redacted] faces with the room and its operation.   [redacted] has been out of business since 2010.  [redacted] contacted CraftBilt about this issue.  We sent one of our installation trainers out to inspect the room and his deck.  Our inspection report noted the damage to the deck and for it to be properly fixed a portion of the room would need to be dismantled first, followed by deck repair and then re-installation of the room.   Since CraftBilt was only the supplier of materials and has no relationship directly with [redacted] on the status of this installation, we provided him with a quote for such work to be completed.   He rejected that quotation and informed CraftBilt that he would be writing to Revdex.com.   CraftBilt Manufacturing warranties our patio/sunroom materials for 50 years.  The best in the entire sunroom industry.  We do not warranty the installation of the product, nor do we warranty components that we do not sell (decking material).   Unfortunately [redacted] either does not understand the relationship between CraftBilt Manufacturing - [redacted] of [redacted] and himself or is just trying to find someone to fix his room for free.   CraftBilt offered a good price to conduct the repairs.   Since [redacted] is not happy with that quotation he can contact any number of local contractors and request their services.   Sincerely, Ed V[redacted]Director of Customer Satisfaction & Information Technology      Phone:    ###-###-####

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

March 29, 2017Dear [redacted],[redacted] called Craft-Bilt Manufacturing Company February 21, 2017 in regard to a sunroom that she purchased from [redacted], an independent construction company and contractor. [redacted] had installed her sunroom with materials that they purchased from us in...

2012. [redacted] had noticed a leak in November 2016. She said that she contacted the contractor in January 2017, who came to her house, but informed her that they no longer buy product from Craft-Bilt. I assured her that the contractor, or herself, or any other contractor she likes, could buy Craft-Bilt materials if needed to make repairs. I asked her to send pictures of the problem, which we have not received. also emailed the contractor that it was OK for them to purchase materials from Craft-Bilt. A few days later [redacted] called again and asked for a copy of the email sent the dealer, which we sent. She emailed the dealer February 28, and copied Craft-Bilt, saying some other contractor said it was a seal on the roof, and that Craft-Bilt had informed her that the contractor was liable. We said to [redacted] that we did not tell her that the contractor was "liable" and that she had misquoted us. She quickly apologized.She had our warranty document that includes, "Roof panels, extruded frames, and other components... will be free from factory defects in materials. . . . . Insulated glass is warranted against seal failure. ... EXCLUDED FROM COVERAGE: ... Damage resulting from cracking or settling of the foundation that supports the sunroom . . . . . Any components that show evidence of damage as a result of improper installation . . . . nowarranties regarding condensation or expansion/contraction. Shipping charges and labor costs for any warranty work are not covered under this warranty and must be borne solely by the purchaser."On March 2, Craft-Bilt's Customer Service Director emailed [redacted] to further explain the relationship between Craft-Bilt Manufacturing (the manufacturer) and [redacted] (the contractor). He wrote "I do not recall what type of installation warranty [redacted] offered at the time they were a dealer of ours, but I'm sure you would find it written on the contract that you signed." He assured her that it was all right to bring in an outside Contractor, and apologized that this has been dragging on for sometime. We left it in [redacted]'s hands on how she wished to proceed in her dealings together sunroom repair work done. If any sunroom material needs to be purchased, she or the contractor of her choosing can purchase the material directly from us. We have and will continue to honor our Manufacturer's Limited Warranty. That warranty clearly does exclude issues resulting from the installation of the product.Regards,Barbara  RSpecialist Customer Satisfaction Department

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

April 14, 2015
Dear [redacted],
The consumer contacted us in April 2014 and our Consumer Services Representative sent him an email the same day requesting the information needed to file a warranty claim for the failed glass in his sunroom. The consumer returned the information to us on...

June 11, 2014.In July of 2014, our Product Specialist determined which replacement unit was needed, based on the photos and measurements the consumer submitted. We then provided the consumer with the contact information of the local dealer to schedule service.We do not have any information on why the dealer has not followed through with this service. We will attempt to resolve this complaint by sending our Installation Trainer to the consumer’s home to deliver and install the replacement glass. Within a week, we will contact the consumer to schedule a date and time. Our expectation is that this service call will occur within the next two weeks.
Kind Regards,
Mandy G
Marketing Assistan

Craft-Bilt Manufacturing is in receipt of this complaint [redacted] dated 4/22/17 and apologize for not seeing and responding earlier.  While we are empathetic that [redacted] has an issue with his 2011 awning installation, we take [redacted]'s comments quite seriously.  We had many...

conversations with [redacted] during the latter half of 2016 and thought the issue had resolved itself.   In May, 2011 [redacted] purchased an [redacted], manufactured by Craft-Bilt Manufacturing through a 3rd party dealer of ours[redacted].   When [redacted] contacted Craft-Bilt Manufacturing (Craft-Bilt) in August 2016, he described the arm breakage and sent us pictures of the elbow of the arm, where the breakage occurred.   Other than a casting defect, the only way this arm breaks in this location is if it is exposed to winds that lift the awning (when extended, picture a large sail) and then the wind gust drops, so does the fabric and arms.  Rarely do we see a casting defect (porosity in the casting) as that would be covered under our warranty (which is attached here).   Wind damage is the cause of the damage from what we have heard from [redacted] and seen in the pictures he provided to us.   The comment "damage on your arm is from the arm experiencing wind over time, where it finally broke" was mis-spoken from our customer service rep, as this is no "wear and tear" situation.   The arms are designed to fail at the elbow in excessive winds as a safety feature.  If they did not, the awning would pull off of the wall and fall to the ground.   with the breakage occurring at the elbow, the awning will retract, not fall and possibly hurt someone underneath.  When I communicated with [redacted] on September 27th I explained to him our findings and offered to try to locate an authorized dealer that would come out and service his awning.  he felt a site inspection at minimum was warranted.   He was informed that there would be a cost associated with that as the dealer I was working with would be driving from Rhode Island.   He was not too happy with that response but was willing to talk to our dealer.   I'm not sure what happened then as my dealer tells me he left a number of messages for [redacted] and [redacted] states he never heard from anyone.   I'm not sure why [redacted] did not reach out to [redacted] first.  They are still in business, and can be reached through [redacted] though they no longer represent Craft-Bilt and the [redacted] line of products.   Over the past 5-years since that relationship ended we have provided them with a number of service products, when called up and needed.   Let me again state that the components manufactured by Craft-Bilt did not fail. However, I started out by stating that we are empathetic that [redacted] has an installation issue with her awning.   If [redacted] has [redacted] or any other company come out to service his awning, we will do what we can from our location here in [redacted] to be of assistance.  Ed V[redacted]

on the back of the brochure, it clearly states "[redacted] , Sunrooms and Screen Rooms carry a fully transferable, non pro-rated ,50 year Manufacture's Warranty on all components, including glass breakage.  Seal failure in insulated units if fully covered for 15 years.  This problem was caused by a seal , or flashing, not being properly installed, and we were told this by an engineer.  I purchased a [redacted] Product, and feel as [redacted] commented fraud .  They would not even send someone to look at the issue.  I will recommend to everyone, to not purchase a product from this company, as their warranty is no good.

Review: I'm hoping I'm not construed as misleading when I stated the comapny is NOT out of business- the company I purchased my prodcut (a sunroom- [redacted] Patio) was a "franchisee/Authorized Distrubutor??- of the Craft Bilt Mfg Co.- The company (franchisee) IS out of business, Craft Bilt is NOT.

The door to the room has developed water issues and needs to be replaced. The sunroom DID come with a 15 year guarantee- this has not yet expired (and is not in dispute).

I reported the issue to Craft Bilt (again, the original company is out of business)- I provided pictures etc... They responded that the door which was installed was NOT a Craft Bilt door- "it looks like a [redacted] 200 Series, which is a [redacted] line of storm doors..."

My issue is this- I purchased a sunroom from the [redacted] Window and Sunroom Company (which is out of business) - an authorized dealer of the [redacted] Patio and Sunroom line of products of the Craft Bilt organization- I had NO knowledge of the products used, if substitutions were involved etc... I just bought a sunroom.

Now Craft Bilt is saying they're not responsible- If company is an authorized representative of another, do they have a responsibility for the actions of their 'designee'? All they (Craft Bilt) are doing is circling the wagons and shrugging and saying they're not responsible. I believe they should be held accountable for t;he actions of their "authorized representatives".

Thank you for taking the time to read this. If any further information is required/needed, please advise.Desired Settlement: They should reimburse me for the cost of and installation of a new storm door.