Durabuilt Windows and Doors

We have been asking them for over a year.. since they were put in... to come see our windows as we are having major condensation issues on our front triple pane windows.. in EVERY season! Condensation on the exterior. We have had other window reps come look and they say they can see there are flaws in the windows but Durabuilt will NOT reply to our calls or emails... even with mega pictures and complaints and proof. They finally sent out a tech who was there for 10 min and held a flame to the window to show there is Low E and then he left... never even looked at the exterior window glass to see the flaws...he did look at the black trim and said the mega scratches are not scratches... then left. We are extremely frustrated... there is NO service!

When I built my house 10 years ago, I purchased all Durabuilt windows and doors. After 10 years, 5 main (living room and dining room) windows and our glass pane door had moisture between the panes. Durabuilt replaced them, but charged me over $1,000 (for labour-1/2 hour for the replacement by 2 men). Now 1 year later another twelve windows have moisture between the panes. The windows are not sealed properly, and I have been advised that this may happen if cheap/defective sealer is used. Durabuilt confirms there is a 20 year warranty for sealed windows but moisture between the panes should not happen if a window is manufactured correctly, which ours obviously are not.
I am very disappointed - I would give them 0 stars if I could. Would not recommend.

Durabuilt Windows and Doors agreed to return the deposit for this customer’s order no later than September 26, (agreed upon on September 19, 2016) and a cheque was sent for the requested amount on September 22, A Durabuilt Sales representative sent a confirmation email to the customer on September 20, regarding the return of the deposit and requesting a date to pick up the product returning to Durabuilt

Complaint: ***
An amended agreement was reached on September
7th but Durabuilt has since failed to live up to the amended agreement as well A new agreement has now been reached with the General Manager - the deposit is to be returned and once another supplier has replaced the windows, Durabuilt will be contacted to pick up their windows I will not accept this as a final response until such time as I have confirmed that the deposit has been returned
Sincerely,
*** ***

Initial Business Response /* (1000, 5, 2015/09/14) */
Durabuilt Windows and Doors would like to clear up any miscommunication regarding the warranty on the customer's hopper windowThe broken hinge on the hopper window is under warranty and can be replacedDurabuilt would like to apologize for
any confusion and discontent experienced by the customerDurabuilt Windows and Doors will be in direct contact with the customer and looks forward to resolving this matter

Initial Business Response /* (1000, 6, 2015/11/24) */
Durabuilt would like to offer an apology to the customer for their frustrationIt is understood some internal communication processes in place experienced some difficulties and affected the customer's experience
As the first order was
accepted by the customer - via customer's signature on the order forms - all products and services were thereby agreed uponDue to the first order being approved, Durabuilt is not liable to provide installation services for replacement products, as outlined in our warrantyHowever, as a gesture of good faith, Durabuilt will rescind the $installation fees for the replacement product (triple pane windows)
As the first order has been completed in full (production, delivery, and installation of the windows), Durabuilt will not refund the amount of $1,The customer has indicated that it is reasonable to charge the difference in price for triple pane windows, and Durabuilt proposes the customer pays the difference to upgrade from dual to triple pane windows ($+ GST) upon receipt of the triple pane windows

Initial Business Response /* (1000, 6, 2015/10/05) */
Durabuilt Windows and Doors would like to apologize for the inconvenience and stress the customer has experiencedAs part of a root cause analysis, it was discovered that this file was closed accidentallyDurabuilt is attempting to contact the
customer via phone to resolve this situation in a more timely mannerWe hope to provide a much more suitable solution for the customer
Initial Consumer Rebuttal /* (3000, 9, 2015/10/16) */
Thank you for your reply to our complaint with the Revdex.comWe hope that a solution can be found to the poor craftsmanship of the windows and the service provided
On Monday Oct5th we received a call from Durabuilt that the office would send a technician to have another look at the issue on siteWe advised them that we were away until October 13th and we would like to have an appointment after that timeHowever, the technician came out while we were awayEven though our son was home, he was not able to provide them with details and re-iterated that we would like to book an appointment after October 13thAgain, I would like to make you aware of the poor communication and service; the technicians had no paperwork and did not have an idea of why they were sent out
However, I am happy to report that on Wednesday Oct"Durabuilt Windows & Doors" sent out the technician to inspect all of our windowsHe came prepared with all documentation and has promised that
they will replace and repair all the windows to match existing windows of the houseIt will take time for the windows to be ordered and installed***
Thank you,
***

Durabuilt Windows & Doors acknowledges the customer's frustrations and has been in direct contact with the customer to resolve themAs of September 7, a solution has been reached and been approved by both parties

Initial Business Response /* (1000, 5, 2015/05/13) */
Durabuilt Windows and Doors apologizes for the frustration the customer may have experiencedOur policy indicates that customers are responsible for approving the final quote before the products are manufacturedOnce they accept the quotation,
products are made as per the quote signed-off on by the customerHowever, as per the customer's discussion with one of our sales managers, Durabuilt would like to offer a new frame - at no charge - for the customer's door to correct the swing, as a gesture of good willWe appreciate the customer's business and hope this will remedy this situation
Initial Consumer Rebuttal /* (3000, 7, 2015/05/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
If they exchange the door and frame complete by Friday may 29/I will then sign off saying I am satisfied with the work

Durabuilt Windows & Doors has been in contact with this customer and will be providing a new sealed unit to the customer. I have inserted the industry standards from the Insulating Glass Manufacturers Alliance (IGMA), which is also attached."The glass to be inspected, in transmission, at a...

distance of 3 m (10 ft) at a viewing angle of 90 degrees to the specimen against a bright uniform background in accordance with ASTM C1376. (For skylights and sloped glazing viewing is to be conducted at a distance of 4.6 m (15 ft)). The background lighting should be uniformly diffused without direct lighting (artificial or sunlight) onto the glass, with a minimum illuminance of 1700 lux (160 foot-candles) measured at the surface of the glass facing the light source. The image of the detail behind the viewer, as reflected in the glass, should be uniform, dark and less visible to the viewer than the image seen in transmission through the glass."Durabuilt Windows & Doors will make this glass according to this tolerance.

Initial Business Response /* (1000, 5, 2015/12/24) */
Durabuilt Windows and Doors would like to recognize and apologize for the confusion that conflicting statements have caused for the customer. It is understood the customer has experienced distress over miscommunicating details of the Durabuilt...

warranty; this concern will be improved upon internally.
In section (2) Window Systems under Warranties, the Durabuilt Warranty's provision on pressure cracks states "Pressure cracks are covered for 90 days from the date of manufacture". This warranty is available online or can be sent to the customer directly. Durabuilt is still extending the offer to supply the products at no charge, and a labour fee of $200.00. Durabuilt greatly values the customer's business and input, but must respect the product and service warranty in place.
Initial Consumer Rebuttal /* (3000, 7, 2015/12/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
In my business, if I inadequately train my staff and they are incorrect in their statements, I do everything in my power to rectify the situation, even if that means I have to extend a warranty or something equivalent to that. If the warranty was extended then the window would be installed free of charge. I really don't think that is too much to ask in this situation.