Holbrook Custom Windows

Hello [redacted] ,I would like to start out by saying that I was told by the customer before any Sunrise windows were installed that he had issues with water leaks at that timeI asked him if the leaks were coming from above between the wallsHe said no it"s coming from the existing windowsWith that being said I mentioned to him, because if you have any issues with your roof or exterior walls above the windows you will have water coming down between the walls and will come in at the top of the interior trim.I said I can replace your windows, but if there are leaks from above you will have the same results even with new windows installedWith replacement widows we measure for new windows to be the exact same size as what the existing windows are and also the the new windows are installed at the same depth as the existing window were set atSo in this case there is vinyl siding on the home we are able to remove the siding, install the windows in the existing opening insulate and use ( Protecto wrap forms a permanent waterproofing air/vapor seal around windows that prevents air and moisture leaks) was used around the new Sunrise windows edge and re installed existing siding back up to windows.The Protecto Wrop that was used Meets or exceeds ICC Code Approval ESR1825, meets or exceeds all building codes including ASTM The only window flashing tape that passed hurricane level windblown rain test ATSM E331-90.Adheres to vinyl, plywood, OSB, form, metal, aluminum and masonryIn this case there was only OSB behind the vinyl siding No form and or Tyvex house wrap.The customer called me the following spring saying a window was leaking in above the interior wood trim, I said I would come out and check the installation, I proceeded with taking siding off around the window checked the seals and everything looked good, I was sure to take pictures of thisCalled the customer at work and told him everything looks good around the window and asked him since I had enough scaffolding along would you like for me to take a look above the window by removing the siding to see if I can find any potential area's where water could be coming in and he said yes.So I started removing additional siding going up above the window finding an area of OSB that was loose from the exterior of the house and Bathroom vent that had no caulk behind it to keep water out also large gaps between some of the sheets of OSB.Have pictures of were parts of the OSB has extensive water damage All well above window that was installedCall customer back again and reported back to him with what I foundI followed up by saying I can caulk the gaps closed for now all at no charge to the customer but also said the bad OSB should be replaced and a house wrap like the Tyvex product should be installed in the near future.The customer give me the go ahead to do that and he also asked me to take pictures of the water damage and that he was going to use them to go after the contractor that originally had build the house because like I mentioned before the customer said he had existing leaks before the new windows were installed.Called the customer after we had rain again, asked if he was having any water leaks and he said no everything looks to be good nowAfter sometime had passed we had another rainstorm and customer called again said water leaking above another window, but on a different elevation of the houseOnce again same procedure over again with the some results water damage above window water soaked OSBHave pictures of this also.I looked into which way the wind was blowing during these storms and realized that depending on which way the wind was blowing that seamed to determined what side of the house the rain was affecting.Made mention to the customer about needing to taking care of the bad OSB and installing a house wrap at that timeCharged customer for time and materials he agreed on payment.Happened again a third time on back of house above kitchen window, same procedure same result, customers wife was home had her come out and look at all the water damage OSB, more pictures taken, extensive water damage in this areaCharge customer for work done mentioned again about needing to find leaks and replace OSB and needing some kind of house wrap done ASAP.At that time customer and I had a discussion about getting all the bad OSB replaced and installing Tyvex on houseHe mentioned that with all the time that has passed with him being the second owner of the house that he didn't think he would have any recourse in going after the house builderThe last conversation I had with the customer, I mentioned if he wanted me to to do the replacement work it would have to wait until fall of because of my full schedule A time later I received an email from the customer that he has other company doing the work and at the same time claiming that my windows were improperly installed and sent me pictures and saying I didn't having anything cover the edge of the windows, but if you look at the pictures he sent me you can clearing see there they pulled off the Protecto Wrap that was applied to the windows during installation.That being said every time the customer called and requested that come out and check my work I did so promptly no question asked, was there for the customer after each service call and the customer realized that it wasn't the windows, what it was all about the water leaks that happened well before the new windows were installed and existing water damage that was really the issue In closing I ask this, why if the windows were installed at the wrong set back in the opening and needed to be moved why didn't the customer call me first if he felt there was an issueInstead he has a another company pull all my Protecto Wrap off windows and then claim there never wasn't any on the windows in the first place when I already have pictures that shows the Protecto Wrap around the windows and all of the water damage above the windows.But instead had an another company move windows and whatever else was being done and then sent me an email stating that all this work has taken place already and completed I'm sure having all the water damaged OSB that was on the house replaced and install house wrap product and whatever else that was needed was not an inexpensive job to do, but I also don't feel that my company needs to pick up the bill on a issue that was preexisting to the house.Thank you, [redacted]

Hello [redacted],I would like to start out by saying that I was told by the customer before any Sunrise windows were installed that he had issues with water leaks at that time. I asked him if the leaks were coming from above between the walls. He said no it"s coming from the existing...

windows. With that being said I mentioned to him, because if you have any issues with your roof or exterior walls above the windows you will have water coming down between the walls and will come in at the top of the interior trim.I  said I can replace your windows, but if there are leaks  from above you will have the same results even with new windows installed. With replacement widows we measure for new windows to be the exact same size as what the existing windows are and also the the new windows are installed at the same depth as the existing window were set at. So in this case there is vinyl siding on the home we are able to remove the siding, install the windows in the existing opening insulate and use ( Protecto wrap forms a permanent waterproofing air/vapor seal around windows that prevents air and moisture leaks) was used around the new Sunrise  windows edge and re installed existing siding back up to windows.The Protecto Wrop that was used Meets or exceeds ICC Code Approval ESR1825, meets or exceeds all building codes including ASTM 2112. The only window flashing tape that passed hurricane level windblown rain test ATSM E331-90.Adheres to vinyl, plywood, OSB, form, metal, aluminum and masonry. In this case there was only OSB behind the vinyl siding No form and or Tyvex house wrap.The customer called me the following spring saying a window was leaking in above the interior wood trim, I said I would come out and check the installation, I proceeded with taking siding off around the window checked the seals and everything looked good, I was sure to take pictures of this. Called the customer at work and told him everything looks good around the window and asked him since I had enough scaffolding along would you like for me to take a look above the window by removing the siding to see if I can find any potential area's where water could be coming in and he said yes.So I started removing additional siding going up above the window finding an area of OSB that was loose from the exterior of the house and Bathroom vent that had no caulk behind it to keep water out also large gaps between some of the sheets of OSB.Have pictures of were parts of the OSB has extensive water damage.  All well above window that was installed. Call customer back again and reported back to him with what I found. I followed up by saying I can caulk the gaps closed for now all at no charge to the customer but also said the bad OSB should be replaced and a house wrap like the Tyvex product should be installed in the near future.The customer give me the go ahead to do that and he also asked me to take pictures of the water damage and that he was going to use them to go after the contractor that originally had build the house because like I mentioned before the customer said he had existing leaks before the new windows were installed.Called the customer after we had rain again, asked if he was having any water leaks and he said no everything looks to be good now. After sometime had passed we had another rainstorm and customer called again said water leaking above another window, but on a different elevation of the house. Once again same procedure over again with the some results water damage above window water soaked OSB. Have pictures of this also.I looked into which way the wind was blowing during these storms and realized that depending on which way the wind was blowing that seamed to determined what side of the house the rain was affecting.Made mention to the customer about needing to taking care of the bad OSB and installing a house wrap at that time. Charged customer for time and materials he agreed on payment.Happened again a third time on back of house above kitchen window, same procedure same result, customers wife was home had her come out and look at all the water damage OSB, more pictures taken, extensive water damage in this area. Charge customer for work done mentioned again about needing to find leaks and replace OSB and needing some kind of house wrap done ASAP.At that time customer and I had a discussion about getting all the bad OSB replaced and installing Tyvex on house. He mentioned that with all the time that has passed with him being the second owner of the house that he didn't think he would have any recourse in going after the house builder. The last conversation I had with the customer, I mentioned if he wanted me to to do the replacement work it would have to wait until fall of 2014 because of my full schedule . A time later I received an email from the customer that he has other company doing the work and at the same time claiming that my windows were improperly installed and sent me pictures and saying I didn't having anything cover the edge of the windows, but if you look at the pictures he sent me you can clearing see there they pulled off the Protecto Wrap that was applied to the windows during installation.That being said every time the customer called and requested that come out and check my work I did so promptly no question asked, was there for the customer after each service call and the customer realized that it wasn't the windows, what it was all about the water leaks that happened well before the new windows were installed and existing water damage that was really the issue.  In closing I ask this, why if the windows were installed at the wrong set back in the opening and needed to be moved why didn't the customer call me first if he felt there was an issue. Instead he has a another company pull all my Protecto Wrap off windows and then claim there never wasn't any on the windows in the first place when I already have pictures that shows the Protecto Wrap around the windows and all of the water damage above the windows.But instead had an another company move windows and whatever else was being done and then sent me an email stating that  all this work has taken place already and completed.  I'm sure having all the water damaged OSB that was on the house replaced and install house wrap product and whatever else that was needed was not an inexpensive job to do, but I also don't feel that my company needs to pick up the bill on a issue that was preexisting to the house.Thank you,                 [redacted]

Review: I have non-prorated lifetime warranty with Sunrise Windows and Window casings are leaking and letting rain in on windows installed 1 1/2 years ago.

The windows were installed in October 2012 and after 4 months of installation 4 of the window casings were leaking. We called installer Mr. Dan Holbrook of Holbrook Custom Windows an installer for Sunrise Windows and he came 3 different times to take care of the leaks to no avail. He did not charge the first time out but $1500 for the second and $675 for the third time. The window casings still leak. The initial cost of installation was $19,533 for all windows in the house. New Sunrise Vinyl Casement windows. SKU model NFRC SUW-K-14 SCHED:18123 BATCH:42 545736-1.2 BIN:46. Cashiers Check [redacted] $8810.50 6/19/2012 For % down on windows Cashiers Check [redacted] $9160.50 10/5/2012. Personnel Check [redacted] $1562.00 11/20/2012. Cashiers Check [redacted] $1500.00 4/24/13 for repairs to leaking window casings. Personnel Check #[redacted] $675.00 5/27/2014 for leaking window casings which are suppose to be Lifetime Non-Prorated Warranty. As you can see I have $21,708.00 into these windows that have a Lifetime Warranty and they leak and getting no support from Sunrise Windows or Mr. Holbrook. I have all receipts and posted checks and Cashier Check Copies. The windows are all offset by a 1/2 inch to 5/8 inch and have to be recessed back with the window casings. Mr. Holbrook took the Factory installed flashing around the window off and just pushed the windows in until they stopped against the vinyl siding, not pushing them tight to the house itself leaving that gap.

First of all proper installation would have had every window secured with a sealing membrane, common practice. Second of all [redacted] is currently on site putting nailing fins to go around every window because when installed Holbrook Custom Windows removed these nailing fins/sash which provide a tight seal and insulation and just pushed the windows in and screwed down.. Third I have pictures of all this and different contractors documenting all this before Badger Restoration completes the job correctly which Holbrook Custom Windows should have done in the first place.Desired Settlement: To make the Sunrise Windows complete and made right it will cost $5000 to reset these windows and window casings to be done by [redacted]). Besides the $5000.00 I seek the $2175.00 refunded for trying to stop the leaking window casings for a total of $7175.00. The $2175.00 should never have been charged because of the Lifetime Non-Prorated Warranty.

Business

Response:

Hello [redacted],