Lindsay Windwos has made several trips to Mr. [redacted]'s home to attempt to resolve his complaints. Mr. [redacted] has been there several times and just last week Mr [redacted] and Mr [redacted] were there to once again attempt to satisfy Mr. [redacted]'s complaints of noisy windows.
Lindsay employees...
moved several sash keepers, replaced weather strip, and made some other minor adjustments. It is our position that these windows are deficient free, have been adjusted to maximize energy efficiency and are performing and meet all standards for energy and sound.
The triple glazed windows are the most efficient for energy and have better sound transmission control numbers than dual pane windows. In order to reduce the sound further, the windows would need a storm panel. The more air space between the insulated glass unit and the storm panel, the less sound that will be transmitted from the outside to the interior of the home. These windows were not sold as a window with a storm panel and very few are except those built for airport sound reduction areas. These windows must meet or exceed a sound transmission control (STC) number of 40. The windows in Mr. [redacted]'s home have a STC of about 30 or the max any other casement window would get with 1"triple glazed glass.
The windows installed in Mr. [redacted]'s home will meet and exceed any industry standards for windows of this type using the glass which is in these windows. There is no more that can be done unless Mr. [redacted] would want to purchase storm panels or a storm window for these units.
Thank you,
John [redacted]
I am well aware of this issue. These windows were sold as dual pane windows and the windows are performing as they should. In an attempt to try to reduce the noise, Lindsay personnel replaced some of the weatherstrip with a higher height to see if this would help. Apparently it did...
not.
The problem is this nice home is located next to a busy highway and there is a lot of noise. The dealer whom she purchased the windows through has said that the windows are performing to the specifications of the windows. This is true. Burt is trying to go above and beyond to help with this situation by replacing 2 pieces of glass in a bedroom with triple pane glass at no charge to the customer. Since we are no going to charge for this glass or the install for this one window, the order did not go through as Burt thought.
The glass is now done, Burt was there yesterday but LIndsay service had sent the wrong glazing bead because this new glass is thicker and requires a different glazing bead. Burt is going to get this glazing bead within the next few days and finish the install of the glass for this one window. Should the homeowner decide that this reduces the sound coming inside the home, we have indicated a price for replacing the dual pane in her glass with triple pane. This price we gave is below our cost but we want this homeowner to be satisfied.
This is like buying a car and expecting it to go through 8" of snow but it is only designed to go through 4". Now you want it to go through 8". This triple glass will help, but the biggest factor in reducing noise is air space between the glass units. That can only be obtained by putting a storm window on our windows which will place a bigger distance (air space) between the pieces of glass and create more air space. To my knowledge we have only done this a few times when we used to make storm windows and our customer ordered the windows with storm panels attached to our windows.
Initial Business Response /* (1000, 8, 2016/03/03) */
This is an issue regarding a proper handle for a patio door. Apparently the original door did not come with a key locking handle. It took some time for our dealer to arrange scheduling with homeowner before they were able to install the new...
handle. It appears that our dealer left a handle there for the homeowner to apply, but they were unable to apply it. Dealer finally was able to schedule and completed installing the new handle with the key lock.
Customer wants compensation for not getting a discount on the door for the inconvenience of the dealer having to come back and install. Lindsay Windows has nothing to do with this. I know our dealer was going through some health issues during this time and may have delayed the ability to get there is a more timely basis. However, the door operated fine during this entire time and the only issue was a new handle.
Initial Consumer Rebuttal /* (3000, 10, 2016/03/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Part of my issue was the LACK of communication. Had they communicated and followed through I would have had no issue. I asked numerous times for the door to be corrected with no response until 9 months later when they suddenly want their money NOW! Even then they wanted to play email tag and demand emmediate payment. I had to call them to stop the email tag. She sent out the installer with the correct handle and demands instant payment. No apology or any type of communication. It could have all been handled with some simple commincationion. It was poor business and I am left feeling angry. I felt a partial refund was in in order for such poor service instead of acting like I was some sort of criminal.
I am rejecting this response because:John [redacted] would not accept these if it were his house. I want to like my windows. I never complain about anything. $9000 windows should perform and they dont. CRL is lying about what they sold to me. Burt said a long time ago he was adding a 3rd lock and that never happened. thats what I want, I have all the ball dropping texts over the last year. but instead you all wanted to do a 3 pane glass and didnt even finish cause the wrong stuff was ordered, and now I have glass sitting in my room that could fall and break at any time. I've made at last 8 trips home and missed work trying to deal with this issue that is not my fault. and you just want to forget it all. very convenient for you. I am also am very busy and dont have all the time in the world to deal with you. this is all very stressful. Take the high road John. put in the 3rd lock. and stop fighting with me.
This sounds like a no win for Lindsay and CRI who sold and installed the windows. I do not know what was promised this homeowner but we warrant these windows to perform as our test results show. Sound transmission is not one of our test reports, but air and water infiltration as well as structural are. This issue is sound and our windows will perform as well and better than any comparable brand. our salesperson went to replace 2 pieces of glass at no charge to homeowner. Our Lindsay mistake is our order enteyperson made a mistake and ordered the glass too thick. We are remaking the glass to the correct thickness and are willing to replace it. However, if this homeowner thinks this will affect the appearance of the glass so will be different, we should replace the original and be done with this issue. If she wants us to replace the 2 pieces of glass we will do so. Homeowners decision.
Lindsay Windwos has made several trips to Mr. [redacted]'s home to attempt to resolve his complaints. Mr. [redacted] has been there several times and just last week Mr [redacted] and Mr [redacted] were there to once again attempt to satisfy Mr. [redacted]'s complaints of noisy windows.
Lindsay employees...
moved several sash keepers, replaced weather strip, and made some other minor adjustments. It is our position that these windows are deficient free, have been adjusted to maximize energy efficiency and are performing and meet all standards for energy and sound.
The triple glazed windows are the most efficient for energy and have better sound transmission control numbers than dual pane windows. In order to reduce the sound further, the windows would need a storm panel. The more air space between the insulated glass unit and the storm panel, the less sound that will be transmitted from the outside to the interior of the home. These windows were not sold as a window with a storm panel and very few are except those built for airport sound reduction areas. These windows must meet or exceed a sound transmission control (STC) number of 40. The windows in Mr. [redacted]'s home have a STC of about 30 or the max any other casement window would get with 1"triple glazed glass.
The windows installed in Mr. [redacted]'s home will meet and exceed any industry standards for windows of this type using the glass which is in these windows. There is no more that can be done unless Mr. [redacted] would want to purchase storm panels or a storm window for these units.
Thank you,
John [redacted]
I am well aware of this issue. These windows were sold as dual pane windows and the windows are performing as they should. In an attempt to try to reduce the noise, Lindsay personnel replaced some of the weatherstrip with a higher height to see if this would help. Apparently it did...
not.
The problem is this nice home is located next to a busy highway and there is a lot of noise. The dealer whom she purchased the windows through has said that the windows are performing to the specifications of the windows. This is true. Burt is trying to go above and beyond to help with this situation by replacing 2 pieces of glass in a bedroom with triple pane glass at no charge to the customer. Since we are no going to charge for this glass or the install for this one window, the order did not go through as Burt thought.
The glass is now done, Burt was there yesterday but LIndsay service had sent the wrong glazing bead because this new glass is thicker and requires a different glazing bead. Burt is going to get this glazing bead within the next few days and finish the install of the glass for this one window. Should the homeowner decide that this reduces the sound coming inside the home, we have indicated a price for replacing the dual pane in her glass with triple pane. This price we gave is below our cost but we want this homeowner to be satisfied.
This is like buying a car and expecting it to go through 8" of snow but it is only designed to go through 4". Now you want it to go through 8". This triple glass will help, but the biggest factor in reducing noise is air space between the glass units. That can only be obtained by putting a storm window on our windows which will place a bigger distance (air space) between the pieces of glass and create more air space. To my knowledge we have only done this a few times when we used to make storm windows and our customer ordered the windows with storm panels attached to our windows.
Thank you,
John [redacted]
Initial Business Response /* (1000, 8, 2016/03/03) */
This is an issue regarding a proper handle for a patio door. Apparently the original door did not come with a key locking handle. It took some time for our dealer to arrange scheduling with homeowner before they were able to install the new...
handle. It appears that our dealer left a handle there for the homeowner to apply, but they were unable to apply it. Dealer finally was able to schedule and completed installing the new handle with the key lock.
Customer wants compensation for not getting a discount on the door for the inconvenience of the dealer having to come back and install. Lindsay Windows has nothing to do with this. I know our dealer was going through some health issues during this time and may have delayed the ability to get there is a more timely basis. However, the door operated fine during this entire time and the only issue was a new handle.
Initial Consumer Rebuttal /* (3000, 10, 2016/03/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Part of my issue was the LACK of communication. Had they communicated and followed through I would have had no issue. I asked numerous times for the door to be corrected with no response until 9 months later when they suddenly want their money NOW! Even then they wanted to play email tag and demand emmediate payment. I had to call them to stop the email tag. She sent out the installer with the correct handle and demands instant payment. No apology or any type of communication. It could have all been handled with some simple commincationion. It was poor business and I am left feeling angry. I felt a partial refund was in in order for such poor service instead of acting like I was some sort of criminal.
I am rejecting this response because:John [redacted] would not accept these if it were his house. I want to like my windows. I never complain about anything. $9000 windows should perform and they dont. CRL is lying about what they sold to me. Burt said a long time ago he was adding a 3rd lock and that never happened. thats what I want, I have all the ball dropping texts over the last year. but instead you all wanted to do a 3 pane glass and didnt even finish cause the wrong stuff was ordered, and now I have glass sitting in my room that could fall and break at any time. I've made at last 8 trips home and missed work trying to deal with this issue that is not my fault. and you just want to forget it all. very convenient for you. I am also am very busy and dont have all the time in the world to deal with you. this is all very stressful. Take the high road John. put in the 3rd lock. and stop fighting with me.
This sounds like a no win for Lindsay and CRI who sold and installed the windows. I do not know what was promised this homeowner but we warrant these windows to perform as our test results show. Sound transmission is not one of our test reports, but air and water infiltration as well as structural are. This issue is sound and our windows will perform as well and better than any comparable brand. our salesperson went to replace 2 pieces of glass at no charge to homeowner. Our Lindsay mistake is our order enteyperson made a mistake and ordered the glass too thick. We are remaking the glass to the correct thickness and are willing to replace it. However, if this homeowner thinks this will affect the appearance of the glass so will be different, we should replace the original and be done with this issue. If she wants us to replace the 2 pieces of glass we will do so. Homeowners decision.