June 2, 2014 I have received the complaint regarding your windows. My service department currently has this as an open issue. I will explain to you our procedure: When a problem occurs the homeowner is advised to contact... their installer. Installer then contacts Ideal and we supply “warranty” parts at no charge for installer to do service. If the originally installer is no longer in business Ideal will then supply “warranty” parts at no cost to the homeowner which may be picked up at our location. If service is still required there will for a cost to the homeowner as stated in our warranty. Stress cracks are warranted for 2 years. We were originally contacted on 2/24/14. We were not provided with the original warranty or invoice number which is required to validate the warranty. However we researched the name and were able to find the original order. The problem was that the oak glazing bead was peeling. We no longer carried this particular color in inventory so we specifically ordered the parts which would be supplied at no charge. The second issue was a stress crack. Stress cracks are only under warranty for 2 years therefore the glass would be a chargeable item as well as the service to be performed. Our warranty states that handling, freight and installation are the responsibility of the homeowner. There are three options: The first option is to pick up the glazing bead parts (no charge) at our Bayonne location. We can also supply you with a piece of glass but there will be a charge of $222.50 because this is not a warranty issue. The second is to have our serviceman replace the glass. The quote of $325.00 charge was for the service to replace the glass only (cost for glass is $222.50). The glazing bead is available at no cost. If you would like our service department to only replace the glazing bead the fee will be $125.00. Prices do not include sales tax. Third is to call a local glazier and have them replace the glass. Please contact the [redacted] and let us know how to proceed. Regards,
As stated in the warranty parts are covered at 100%, service and labor are not included Ideal stands behind their product and no way would we manufacture a product in order to profit off labor charges In fact we recommend that the homeowner go back to the original installer ( to whom we would supply the parts) for the service Another alternative for the homeowner is to pickup the warranty items at our factory and find someone locally to do the installAfter speaking to Ms [redacted] we have reached an agreement to split the cost and will credit her card in the amount of $
[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 meI am happy to hear that the new owners are reconsidering the terms of their warrantiesAfter filing this complaint, the business was very helpful in quickly ordering and resolving my problem
June 2, 2014 I have received the complaint regarding your windows. My service department currently has this as an open issue. I will explain to you our procedure: When a problem occurs the homeowner is advised to contact... their installer. Installer then contacts Ideal and we supply “warranty” parts at no charge for installer to do service. If the originally installer is no longer in business Ideal will then supply “warranty” parts at no cost to the homeowner which may be picked up at our location. If service is still required there will for a cost to the homeowner as stated in our warranty. Stress cracks are warranted for 2 years. We were originally contacted on 2/24/14. We were not provided with the original warranty or invoice number which is required to validate the warranty. However we researched the name and were able to find the original order. The problem was that the oak glazing bead was peeling. We no longer carried this particular color in inventory so we specifically ordered the parts which would be supplied at no charge. The second issue was a stress crack. Stress cracks are only under warranty for 2 years therefore the glass would be a chargeable item as well as the service to be performed. Our warranty states that handling, freight and installation are the responsibility of the homeowner. There are three options: The first option is to pick up the glazing bead parts (no charge) at our Bayonne location. We can also supply you with a piece of glass but there will be a charge of $222.50 because this is not a warranty issue. The second is to have our serviceman replace the glass. The quote of $325.00 charge was for the service to replace the glass only (cost for glass is $222.50). The glazing bead is available at no cost. If you would like our service department to only replace the glazing bead the fee will be $125.00. Prices do not include sales tax. Third is to call a local glazier and have them replace the glass. Please contact the [redacted] and let us know how to proceed. Regards,
As stated in the warranty parts are covered at 100%, service and labor are not included Ideal stands behind their product and no way would we manufacture a product in order to profit off labor charges In fact we recommend that the homeowner go back to the original installer ( to whom we would supply the parts) for the service Another alternative for the homeowner is to pickup the warranty items at our factory and find someone locally to do the installAfter speaking to Ms [redacted] we have reached an agreement to split the cost and will credit her card in the amount of $
[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 meI am happy to hear that the new owners are reconsidering the terms of their warrantiesAfter filing this complaint, the business was very helpful in quickly ordering and resolving my problem