Harry A Starr & Son, Inc.

We sold windows to the original homeowners in September of
1995, including a French casement window unit.
The new homeowner
** *** contacted us about a broken crank and one seal
failureWe contacted our supplier and they informed us that the French
casement crank is no longer produced anymore.
I attempted to contact ** *** several times to let him know of
this, our supplier agreed to replace the unit with a double casement , but
there would be an install charge
Since then the homeowners have been in contact with our supplier and they have
been notified that there warranty is beyond
the ten years of coverage from there purchase date for any glass or parts. We also
tried to fix the crank with one we had in our storage, but it did not fit. This week the supplier has informed us that
they have a possible match for the crank replacement and contacted them that there would be a cost
for the glass. I have no problem
installing the glass and a crank if available at no cost, if materials are paid
by the homeowner

Review: I contacted this company who installed my windows in my home to let them know three windows are defective and one needs a new part. The warranty is a lifetime warranty. After months of back and forth my wife finally spoke to someone only to be told we cannot get a new part for our kitchen window because the window type is not made anymore. We are being told we have to get a whole new window and pay $375 for installation. The window is fine the crank to close the window is not. I cannot afford installation for a window that is perfectly fine except for the crank to open and close it. The gentleman was advised we still need our bathroom, bedroom, and living room windows replaced. I told him to go ahead and bring those windows. He stated he forgot to order them and I would receive a call back. I have heard nothing back in almost a month. This has been an ongoing issue and it seems as if this company wants to keep delaying this until the warranty is up. My windows are defective, the seals are broken due to no fault of mine and now I cannot lock my kitchen window securely because the part cannot be provided due to the company they used no longer makes this window type. This is not acceptable. Nor is this what the terms of the warranty state. I would like my windows replaced and a resolution found for the kitchen window.Desired Settlement: I would like my windows replaced and a resolution found for the kitchen window. I want to receive a call and someone shows up with the windows ready to install.

Business

Response: