MI Windows And Doors, Inc

Dear [redacted],
In reference to [redacted]’s response. MI Windows and Doors (MIWD) did acquire [redacted] in March of 1999, however MIWD purchased the assets. MIWD is not responsible for any liabilities and warranties of the Previous [redacted] company. MIWD was sending parts out for windows and doors at a charge that were manufactured prior to 1999 while supplies lasted those supplies have since been depleted. There are two different places that [redacted] can look to see if he can find parts available and they are:
 
[redacted]
[redacted]
 
I apologize for the inconvenience this is causing [redacted].
 
Sincerely,
 
 
[redacted]
Customer Care/Field Service Manager
MI Windows and Doors
650 W Market St. Gratz, PA 17030-0370
[redacted]
o:  ###-###-####
f: ###-###-####
www.miwd.com

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because: this company can't be trusted. I had to copy & paste the last response they sent to Revdex.com because their release was vaguely worded about something "toward" a credit. On July 5 I received an e-mail from Kerri in Customer Service that stated: MI Window & Doors will generate a check which should arrive to you the week of the July 18th.And now they're saying a different date. This matter won't end until their check actually clears the bank. I have no reason to believe anything they say.
Regards,
[redacted]

MI Windows and Doors (MIWD) have gone above and beyond **. and [redacted]. **’s warranty. MIWD did provide glass at n/c even though the warranty states broken glass is not covered under the warranty, also **. and [redacted]. ** are the 2nd homeowner. MIWD did charge a shipping cost of $25.00 per panel in accordance to the warranty provide previously. MIWD bears no expense for shipping and or labor. **. and [redacted]. **’s glass was sent out on 5/9/14 via [redacted] which should arrive this week to the **’s residence. A tracking number is available upon request.
 
 
[redacted]

Dear [redacted]    :

face="Calibri"> 
Please know that we are in ongoing contact with [redacted] and are attempting to alleviate her concern. She has been provided with the attached statement concerning the reflectivity of the low-e glass the use of which is prevalent in the fenestration industry. I will be getting in contact with her again today.
 
Tara M[redacted]
Customer Care/Field Service ManagerMI Windows and Doors
[redacted]. Gratz, PA [redacted]@miwd.com
o:  ###-###-####
f: ###-###-####
www.miwd.com

Dear [redacted],
MIWD remains in communication with [redacted] in an effort to resolve her dispute and responds to her latest message as follows: The contractor who provided a bid to repair the damaged siding will guarantee its work, but cannot guarantee that the issue will not recur because the contractor has no control over environmental factors or the windows in her neighbor’s home. MIWD has taken steps to make sure the issue does not recur by installing full screens on the neighbor’s windows. Although MIWD is confident that this will fix the issue, there are other steps it can take in the unlikely event that the issue recurs.  While MIWD is working with [redacted] to resolve the issue, it maintains the position that it is not responsible for the damaged siding.
 
 
Tara M[redacted]
Customer Care/Field Service ManagerMI Windows and Doors
[redacted]. Gratz, PA [redacted]
[redacted]@miwd.com
o:  [redacted]
f: [redacted]
www.miwd.com

Dear [redacted],
MIWD is a manufacturer of window and doors products.  During 2007, MIWD did manufacture [redacted] branded window products.  MIWD does not build condominiums and does not install the products it manufacturers.
 
In 2013 the complaining customer contacted MIWD...

Customer Care inquiring about insulated glass unit (IGU) replacement pursuant to the terms of the applicable warranty, a copy of which is included with this response.  The terms of the applicable warranty provide free parts and labor for the first five (5) years after the windows were installed.  As this customer’s contact with MIWD was outside that period, shipping and labor charges were no longer provided by MIWD in the warranty relief.  Forms requesting needed information for manufacture of replacement parts were provided to the customer but never returned.
 
The warranty expressly allocates, under the applicable circumstances, responsibilities and costs associated with IGU replacement. These terms were clearly stated at the time the product was purchased. We are sensitive to the fact that this customer desires the warranty terms to be different, but the [redacted] products were bought and sold with the warranty terms serving as a basis of that bargain.  MIWD has not misrepresented the terms of its warranty and remains willing to respond pursuant to those terms if this customer elects. 
 
Sincerely,
 
Tara M[redacted]
Customer Care/Field Service ManagerMI Windows and Doors
[redacted] [redacted]. Gratz, PA [redacted]@miwd.com
o:  ###-###-####
f: ###-###-####
www.miwd.com

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
I was not told that the warranty was only for parts and labor up to 5 years.  The paperwork I had said that the windows were guaranteed for as long as I owned the home.  The contractors put the windows in when it was being built.  Furthermore, I didn't return the paperwork because when I tried to measure the windows the customer service representative told me that the instructions for measuring were online.  The instructions did not match the window.  I would have had to take the window pane out of the frame and measure the width.  This could not be done without further damaging the window.  Every time I contacted the company, the persons I talked to were rude and acted as if I were stupid.
Regards,
[redacted]

Dear [redacted],
In reference to ID # [redacted] located at [redacted], PA [redacted]. Attached you will find the initial claim filed in September of 2009. MI Windows and Doors sent a technician out to the [redacted]...

residence to inspect for seal failure (fogging between the glass), when the technician did the inspection he could physically wipe the moisture off the exterior of the windows showing that the moisture was not in between the glass therefore was not a warranty issue. I have attached a copy of the warranty showing that the 2nd owner does have a 5 year transferrable warranty which was good until 4/2013. I have also attached a copy of the condensation brochure explaining the facts of condensation.
As a good will gesture if [redacted] would send pictures showing the fogging is in between the glass and not a result of exterior or interior condensation MI Windows and Doors would be willing to help offering a discount for new glass/sash and also a discount on the shipping costs.
Please let me know if there is any additional information needed in resolving [redacted]'s claim.
Sincerely,
Tara M[redacted]
Customer Care/Field Service ManagerMI Windows and Doors
650 W Market St. Gratz, PA 17030-0370
[redacted]
o:  ###-###-####
f: ###-###-####
www.miwd.com

May 2nd 2014
Dear [redacted],In reference to [redacted]s complaint concerning cracked glass. Attached is a copy of [redacted]. s warranty and Customer Care claim for the windows in her home. Cracks in the glass are not covered under the warranty nor does the manufacturer bear no other expense such as...

labor costs. Their warranty also did not transfer to subsequent homeowners. **. and [redacted]. ** is the 3owner of their property according to a property search done by MI Windows and Doors (MIWD).After further discussions with **. ** MIWD decided to supply the glass as a onetime only good will gesture at no charge but **. ** is responsible for the shipping charge, **. ** agreed to pay the 100.00 shipping charge for the order of 4 pieces of glass and the order was processed 5/2/14.If there is any further information needed please contact me at your convenience.Sincerely,

Tell us why here...[redacted],In reference to [redacted] located at [redacted] in Oxford, Pa [redacted]. Attached you will find the order that [redacted] submitted to MI Windows and Doors (MIWD) concerning his glass and sash needed for his windows in his home. The first page is the...

acknowledgement showing what MIWD charged [redacted] for his glass that he ordered. The second page is what [redacted] submitted to MIWD for what he needed for his window in question. If you look at the bottom right hand corner requesting credit card information, replacement top or bottom glass for a cost of $48.00 or replacement bottom sash for a cost of $80.00 per sash. [redacted] marked top or bottom glass and paid the charge of $48.00 plus the grid upcharge of $10.00 totaling $58.00 without shipping. [redacted] then contacted MIWD after receiving the glass stating that he needed a bottom sash instead. MIWD at that time quoted the $80.00 plus the grid upcharge of $10.00 for the sash he needed. That information is notated on the third and forth attachment. As a goodwill gesture MIWD is willing to waive the additional shipping charge to send the sash out at a cost of $25.00 and just charge [redacted] for the sash itself. Please let me know if there is further documentation needed from my office.Sincerely,Tara M[redacted]Customer Care/Field Service Manager MI Windows and Doorso:  ###-###-####f: ###-###-####www.miwindows.com

Review: 2 installed windows have cracks upon the front door and back door. One crack was on 12/28/2013 but another crack was on 4/26/2014! We are not sure when MIWD glass will be broken or crack in some day!!! MI window claims that the type of cracks is not covered with warranty and claim that cracks were caused by someone or something. Note all 2 windows have same cracks, and was purchased in 2005. Upon purchasing this home an inspection did not reveal any problems with windows. How can a window manufacturer not be held accountable for product beyond ten years. Any windows company told me that the windows come with a lifetime warranty at 20 years. I sent the claims to MIWD but they refused my request.

The glass is as below:

(1 of 1) [redacted]Desired Settlement: I am seeking MI Windows to replace the 2 windows as covered by the warranty. And have technicians check whole glass in house.

Business

Response:

May 2nd 2014Dear [redacted],In reference to [redacted]s complaint concerning cracked glass. Attached is a copy of [redacted]. s warranty and Customer Care claim for the windows in her home. Cracks in the glass are not covered under the warranty nor does the manufacturer bear no other expense such as labor costs. Their warranty also did not transfer to subsequent homeowners. **. and [redacted]. ** is the 3owner of their property according to a property search done by MI Windows and Doors (MIWD).After further discussions with **. ** MIWD decided to supply the glass as a onetime only good will gesture at no charge but **. ** is responsible for the shipping charge, **. ** agreed to pay the 100.00 shipping charge for the order of 4 pieces of glass and the order was processed 5/2/14.If there is any further information needed please contact me at your convenience.Sincerely,

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because: 1) I am not 3rd owner but 2nd owner of the house. MIWD should have at least ten years warrenty for the customers, which is free installation & fix glass. My house windows was made on 4/2/2005 so they should be covered in warrenty.2) There are two windows glass breakage/crack on 12/2013 and 4/2014. I think the MIWD windows are not qulified and do not know when the glass is breakage/crack at next time? One time supplies of glass is not enough to us.3) Till today I bever receive any upadted information on the delivery of glass. Is MIWD a good & respect industry to their costomers?4) I had to pay for the $100 of shipping fees to MIWD because customer service said it is no way to resolve right now.

Regards,

Business

Response:

MI Windows and Doors (MIWD) have gone above and beyond **. and [redacted]. **’s warranty. MIWD did provide glass at n/c even though the warranty states broken glass is not covered under the warranty, also **. and [redacted]. ** are the 2nd homeowner. MIWD did charge a shipping cost of $25.00 per panel in accordance to the warranty provide previously. MIWD bears no expense for shipping and or labor. **. and [redacted]. **’s glass was sent out on 5/9/14 via [redacted] which should arrive this week to the **’s residence. A tracking number is available upon request.

Review: I am the original owner of a [redacted] home in [redacted], Co with windows manufactured by MI Windows. The windows in my home are still under the 10 year manufacturers warranty. A large window in my family room needs to be replaced as it is failing and MI Windows is not willing to help or return my calls. The window in question is a large 4-section window (8' wide x 7' high) with a horizontal fixed glass section across the the top of the window, two windows that slide open from both sides below the horizontal top section, and a fixed glass section below the horizontal and between the 2 sliding sections. The window is falling apart. When it rains, water drips inside the window from the bottom of the top horizontal section. The vinyl frame is separating in many places where the various sections were joined together in the manufacturing process. Since the widow frame and vinyl sections are separating, there isn't enough structural support for the large center window between the 2 sliding sections and the outer pane has cracked. MI Window sent a representative, Mike H[redacted], to my house in the fall of 2013 who looked at the window. He authorized a service order #2420607 at that time for partial repairs and he needed to speak with a Mae G[redacted] to fully authorize the window repair. Several months went by and I followed up again, that service order had been misplaced by MI Window and Mike H[redacted] was sent out again. This time Mike H[redacted] was no longer an employee of MI Window but was a contractor. After a long time at my house he finally said he didn't think it was a warranty issue any longer...of course it is a warranty issue, the window is falling apart, and falling apart during the warranty period. Mike H[redacted] said he would discuss that with MI and get back to me. I spoke with Mae G[redacted] twice after this and both times she said she would talk to some other people at MI Window and would get back to me. She never called me back and has not returned subsequent calls... This is very poor service by MI Windows to this point and MI Windows has not honored the terms of their warranty agreement.Desired Settlement: A full replacement of this window unit should be provided by MI Windows to honor their warranty.

Business

Response:

?To whom it may concern,

In reference to complaint # [redacted]. MI Windows and Doors (MIWD) sent a service tech out to [redacted]’s home on two occasions to inspect for water infiltration. After inspection the technician found caulk that was missing in between the caulk and the trim boards, he also found the weep holes in the windows to be blocked with debris. There was also a cracked piece of glass and a crack in the bottom left hand corner of the window. All of the findings after inspection are not classified as manufacturing issues. I do also see in the complaint that [redacted] also states that the frame and the vinyl are separating. I would like to send a technician out to inspect for the separating issue at no charge as a good will gesture. That was not in the initial complaint. If [redacted] would like MIWD to send a technician out please have [redacted] contact our Customer Care Department at ###-###-#### or via email [email protected]. I will make sure his claim is marked accordingly.

If there is anything further you need please contact me direct at the below contact information.

Tara M[redacted]

Customer Care/Field Service Manager

MI Windows and Doors

650 W Market St. Gratz, PA 17030-0370

o: ###-###-####

f: ###-###-####

www.miwd.com

Review: 3 installed windows ll have cracks around the base and sides allowing water to penetrate drywall and sills. MI windows claims that the type of cracks are not covered with warranty and claim that cracks were caused by someone or something. Note all 3 windows have same cracks. Upon purchasing this home an inspection did not reveal any problems with windows. Within past few months water began to seep through windows. How can a window manufacturer not be held accountable for product beyond one year. The onsite cost for the company to look at windows is $250 and does not cover any repairs. We sent in photographs of all windows instead of the pricey on-site visit. MI Windows looked at the photos and indicated that the windows are not repairable but would have to be replaced.

I will be happy to send the email correspondence indicating the conversations.

The windows come with a lifetime warranty and a 5 year Surestart Protection. The windows themselves were manufactured in 2006 and installed in 2008 by builder ( [redacted]). That would indicate that we are still under the 5 year SureStar program and well within the lifetime warranty.Desired Settlement: I am seeking MI Windows to replace the 3 windows as covered by the warranty.

Business

Response:

Dear [redacted],

MI Windows and Doors (MIWD) has received [redacted]'s complaint on cracks in the frame of their windows. There windows were manufactured in 2006 and they purchased their home in 2008 so they would be covered until the end of this year under the Sure Start warranty. The cracks you will see on the pictures attached are not a defect of the product. I can't say how the cracks occured but they are not cracks in the weld caused when the window was manufactured. MIWD has no control of the product after it is delivered to the distributor, which was [redacted] in [redacted] on time, complete and without damage and that distributor signs for that product acknowledging there is no damage to the product.

I also attached a copy of the Customer Care Claim and a copy of the Sure Start warranty. You will see under the limitations: "Defects or failure caused by improper handling or storage or by installation not in strict adherence with CertainTeed's written intructions".

If there is more documentation needed please contact me at your convenience.

Thank you,

| MI Windows and Doors

--------------------------------------------------------------------------------...⇄ />
o: [redacted]

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Review: We are original homeowners and had a whole-house window installation on our custom home in 1994. The hardware of the sliding windows, which has failed on several units, is covered under their Lifetime Customer Assurance to Homeowners warranty but, at their convenience, refuse to honor that claim.

They denied us the lifetime warranty responsibility of [redacted] Windows, a product name they still use, because our units were built prior to 2010.

First they said the frame only was covered then claimed the [redacted] warranty as a whole became null and void in 1999.Desired Settlement: Honor the Lifetime Warranty of a brand they continue to market. As difficult as it is to comply, we met the criteria for a lifetime warranty claim : Original owners, non-glass issue, non-coastal area.

Replace the hardware of the units that have broken down.

Business

Response:

Dear [redacted],

In reference to [redacted] located at [redacted], AZ [redacted]. MI Windows and Doors (MIWD) has reviewed [redacted]’s complaint. The sale of [redacted] went through in March of 1999 and [redacted] went out of business in 2004. MIWD handled the warranties for [redacted] until they went out of business in 2004. The Customer Assurance Warranty [redacted] is referring to did not go into effect until 2010.

[redacted]’s windows are from 1994 and MIWD does not have the parts available since [redacted] went out of business and MIWD never manufactured original windows and doors.

Sincerely,

Customer Care/Field Service Manager

MI Windows and Doors

650 W Market St. Gratz, PA 17030-0370

o: ###-###-####

f: ###-###-####

Consumer

Response:

We bought windows with a lifetime warranty. MIWD owns/owned that business and should take responsibility for those lifetime warranties. Even more so since MIWD continues to market the [redacted] name.

Business

Response:

Dear [redacted],

In reference to [redacted]’s response. MI Windows and Doors (MIWD) did acquire [redacted] in March of 1999, however MIWD purchased the assets. MIWD is not responsible for any liabilities and warranties of the Previous [redacted] company. MIWD was sending parts out for windows and doors at a charge that were manufactured prior to 1999 while supplies lasted those supplies have since been depleted. There are two different places that [redacted] can look to see if he can find parts available and they are:

I apologize for the inconvenience this is causing [redacted].

Sincerely,

Customer Care/Field Service Manager

MI Windows and Doors

650 W Market St. Gratz, PA 17030-0370

o: ###-###-####

f: ###-###-####

www.miwd.com

Consumer

Response:

Thank you for your response.

We're not inconvenienced, just disappointed. It's clear that the lifetime warranty means nothing.

It's a shame.

Review: Multiple window seals which broke causing ongoing condensation since we moved into our home. Mi inspector denied us our initial claim. We DO have the paper work AND Mi Work # with the inspectors name to prove our case.Desired Settlement: Replace ALL windows with broken seals at NO COST. FYI- we previously lived in a townhouse community in [redacted], PA, called [redacted]. We needed to replace more than 10 windows manufactured by M I home products which we paid for; installed, then the window deals broke again shortly after installation. From my experience, past and present, MI windows are poor quality, and MI does not stand by their product, and definitely not believe in their warranty.

Business

Response:

Dear [redacted],

In reference to ID # [redacted] located at [redacted], PA [redacted]. Attached you will find the initial claim filed in September of 2009. MI Windows and Doors sent a technician out to the [redacted] residence to inspect for seal failure (fogging between the glass), when the technician did the inspection he could physically wipe the moisture off the exterior of the windows showing that the moisture was not in between the glass therefore was not a warranty issue. I have attached a copy of the warranty showing that the 2nd owner does have a 5 year transferrable warranty which was good until 4/2013. I have also attached a copy of the condensation brochure explaining the facts of condensation.

As a good will gesture if [redacted] would send pictures showing the fogging is in between the glass and not a result of exterior or interior condensation MI Windows and Doors would be willing to help offering a discount for new glass/sash and also a discount on the shipping costs.

Please let me know if there is any additional information needed in resolving [redacted]'s claim.

Sincerely,

Tara M[redacted]

Customer Care/Field Service ManagerMI Windows and Doors

650 W Market St. Gratz, PA 17030-0370

o: ###-###-####

f: ###-###-####

www.miwd.com