Ferguson Window Company

[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 If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
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.
Regards,
*** ***

I did come out and took off all gutter toppers and sprayed flex seal on all corners, I would be more then happy to come out and take pictures for you to verify that I didI will hire a professional inspector to see what the problem is, if it is due to the gutters leaking I will fix the
problem

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
My complaint against Ferguson Windows has not been resolved. Once I put in claim with Revdex.com, I heard from Ferguson representative and the door manufacture representatives.  I even took pictures of door for them to process the claim. This all happened within 3 days of filing initial claim and since then, I haven't heard anything back from Ferguson or the door manufacturer.  Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.Ferguson Windows said they would replace door or give our money back within 2 weeks. I need to make certain they follow through before stating dispute is resolved because it is is not yet. They called and that is where we are at this point sp; For your reference, details of the offer I reviewed appear below.
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[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]

Regarding Mr. [redacted]s complaint. I misunderstood in realizing the customer was not satisfied. after realizing he was not satisfied, I phoned him to touch base with him this morning, Dec. 28, and left a message on voice mail. In previous months we have sent installer/technician and a representative from the manufacturer to his home. They informed Mr. [redacted] the windows nor install were at fault. The moisture he is seeing is due to condensation. I have sent documentation as well as video links for him to view that explain the cause and solution to condensation. Condensation is due to air flow and will occur when windows are working properly. That's why, in his own words, he didn't have condensation with his "old drafty" windows. This information also goes over the care and maintenance of his windows. Any "play" in his windows is due to the window being "out of the boot" as these windows are purposely designed for easy removal and insert of sashes. This is for easy clean of both sides of the windows in any type of weather. I have spoken with our representative at the manufacturer. She states they would have reordered the windows if they had found fault with them. The manufacturer, Thermatru shuts down every year at this time for the holidays . Therefore, the plant manager, whom went to the home of Mr. [redacted], will not be available until Monday, Jan. 4th.I have requested he go and take another look at the customers windows & informed them that we need a written report submitted regarding his findings.We are trying to resolve any and all issues. However, we sincerely believe this is not a window issue.

Ferguson Window Company put a call into our representative to follow up. [redacted] has not provided us with any updates. I informed my superior of this on Wednesday, Dec. 23rd. I was told he was going to contact [redacted] this week when we returned to work from the holidays. He will resolve issues with door personally. We are understanding the door will more than likely have to be replaced. We are no longer allowing our representatives to order Sealrite doors for our company.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
From [redacted]
  The company did not send a technician but they did send an installer to check out the windows. Now when the windows where installed we had a complaint about how much movement the windows had when closed. Nine out of the eleven windows had between half inch to some having an inch of movement up and down when closed. at this time they sent a representative from the manufacturer and he said the windows where not made correctly. So they ordered new replacement parts and he came back and installed them and he said this hopefully will fix the problem. The nine windows that have a moisture problem are the same ones he worked on. Maybe they need to send the factory technician back to check his work, he said before he left that day they may still leak. I have had windows from champion installed in my old house and none of them did this and it was an old drafty house. When the temperature drops  below 32 the bottom of the top half just above the seam where they meet we have condensation and this is not from the inside. If it were from the inside it would be on the bottom part as well and all over all the glass not just one stream across the bottom.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
It is a Ferguson company issue because the installation of the doors have been a problem since installation and I have been in touch with Ferguson installers ([redacted]s) over and over.  The front and back doors do not lock properly as well as wood fading and chipping. It is most positively a Ferguson problem as well with install.  We paid Ferguson Windows and it is up to them to solve our problems.  We spent $16,000.00 on Windows and doors for our whole house.  It's an issue that needs to be made right.  
Regards,
[redacted]

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]

I have spoke to [redacted] multple times. I have forwarded all complaints and any information, including pictures to Alside. They have assured me that they have forwarded everything to [redacted]. I gave this to the manufacturer we deal with as customary with product issues. Alside has related to us that they had turned this over to the door manufacturer, [redacted], as the warranty for product falls to them. I certainly understand [redacted]'s frustration. However it is at the wrong entity. [redacted] is the manufacturer not Ferguson. If it were an install issue, we would most definitely be at fault. And if it were an install issue we would be prepared to take care of it. However the complaint is with the quality of the door.

Regarding complaint  #[redacted]
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                                      [redacted]We offer warranty on install issues but all product issues are covered by the manufacturer. We sent our installer to handle the hinge situation as that was within his realm. However, I submitted the service on the product to Alside at [redacted] as they are the manufacturer that we used on this job. I was told by our rep at Alside that a rep from the company would take care of this. I was trying to be helpful by sending the service to the proper entity and I will continue to follow up with this situation until they rectify it. I have another call into the manufacturer as I am trying to verify they have ordered a replacement as well as an eta on when it may be complete.Thank you.